OneGuard Home Warranties Reviews
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About OneGuard Home Warranties
OneGuard Home Warranties is currently available in Arizona, Nevada and Texas. The company offers coverage for your home systems and appliances, as well as an array of home maintenance services. OneGuard merged with American Home Shield in 2023 — as of publishing, any new OneGuard warranties will be provided by American Home Shield.
- Low service call fees
- Advanced services
- Low monthly cost
- Fast response times
- Cancellation fee (after 30 days)
- Limited availability
OneGuard Home Warranties Reviews
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- 4,903,277 reviews on ConsumerAffairs are verified.
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- 4,903,277 reviews on ConsumerAffairs are verified.
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- We use intelligent software that helps us maintain the integrity of reviews.
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Reviewed June 26, 2018
Every time I've spoken to someone at OneGuard, they have been extremely pleasant and helpful! Every claim has been met with expedient care and the servicing company selected has been top notch--every single time!
Dear Dony, Wow! Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive testimony regarding your service experiences! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback and opportunity to help. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 25, 2018
My air conditioner quit working. I called and the next day someone was here to repair it. It did break down again with a totally related problem. It was the weekend so although OneGuard contacted the company and they called, it was a few days before they could get here. It was repaired and had worked fine since. My experience with OneGuard had been very positive and I would definitely recommend them.
Dear MaryAnn, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Thank you also for allowing OneGuard the opportunity to further assess your air conditioning system to make additional repairs to restore cooling to your home. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and recommendations, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 25, 2018
This was a great job that the company referred us to to clean our carpets when we wanted it. The man was on time and did a great job for us. We will use them again in the fall when we return. They are the best and I would recommend them highly.
Dear Michael, Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive testimony regarding your recent experience for the carpet cleaning service! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback and opportunity to help. On behalf of the entire OneGuard team, thank you again! We truly value your business and high recommendation, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 24, 2018
The service has always been great. The companies that come out are very professional and polite. The last tech even called the same evening to make sure everything was working. Very cool. Thank you OneGuard.
Dear D, Wow! Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback and opportunity to help. On behalf of the entire team, thank you again! We truly value your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 22, 2018
I’m a realtor and I’ve had my share of working with quite a few warranty companies, and I’ve had a much better experience with OneGuard. So I told the seller to go ahead with it. OneGuard has multiple services like cleaning windows. Submitting a claim with them was good. But it cost me $800 for them to modify some equipment. Other than that, the customer service was good and then the contractors went and did what they had to do. They fixed my dishwasher and it was a good experience.
Dear Susan, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity to help. Thank you also for your understanding and receptiveness regarding the additional costs incurred in order to complete repairs for the air conditioning system. On behalf of the entire OneGuard team, thank you again! We truly value your business and referrals, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 21, 2018
I've had a OneGuard for several years on different houses. I'm not sure what's going on over there now, but their service has gone downhill in a big way. And in my opinion they look for reasons to deny claims. Last summer my AC blower motor went out and I was without AC in summer in Texas for over a week. The service reps could not have cared less as I explained the situation. If they're going to pay for it you need to wait for their contractors to finish the work. Then they denied a plumbing claim. They said they were certain it was caused by weather and that's not covered.
The last straw was when they denied a claim I put in for my microwave. Two days after the repairman left they called to tell me my built in microwave wasn't really built in. This built in microwave was put in by the builder of my house. It's the same GE model used thru out my neighborhood. So beware. You'd think the rep you're talking to when placing service requests knows about all that tiny fine print that allows them to not pay. But that's not the case. They never tell you over the phone that it's not covered. Oh, and you still pay for the service visits on denied claims. The hundreds of dollars you pay them for premium each year doesn't cover that either. I have a rental property with a Fidelity Home Warranty. They never deny my claims.
Dear Chris, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your service history firsthand. Our top priority is your satisfaction and we truly apologize for the frustration this has caused.
Upon review, we have determined the microwave should be covered by your OneGuard contract, and we have arranged for our Fulfillment department to follow up with you directly regarding replacement options. In addition, we have reviewed your previous service requests to ensure accuracy.
In November 2017, you created a service request for the air conditioning system. The OneGuard service contractor replaced a blower motor to restore cooling to the downstairs portion of the home. Please know our goal is to service you as quickly as possible, and we are truly sorry for the delay.
In February 2017, you reported a leak coming through the dining room wall which was the result of a hose bib located on the outside wall, that broke due to freeze. Per the terms of the contract, OneGuard does not cover breakdowns that are caused by any condition that is not considered to be normal wear-and-tear such as but not limited to freezing. Again, we apologize for the outcome of this service request.
Thank you again for allowing OneGuard the opportunity to provide you with this information. We sincerely hope this additional information helps. OneGuard Home Warranties
Reviewed June 20, 2018
STAY AWAY FROM ONEGUARD HOME WARRANTIES: I am completely out done with OneGuard Home Warranties. On 6/12 we submitted a service request for our lower level A/C unit. OneGuard sent out a contractor on 6/14. I was on vacation at the time, but my grandmother was there for the service visit. When the contractor arrived, Grandmother called me to unlock our NEST system. He then worked on the unit for an hour and told my grandmother that he needed to grab a part but would be "right back". He never returned! She called upset that she'd been waiting all day for him to return. I called the contractor twice and left voicemails.
I then called OneGuard (for the first) of the most insulting contacts I have ever had with a service provider. OneGuard, my selected/fully paid for home warranty service, informed me that the contractor would not be returning. I was told that he "found" our system tampered with upon arrival and could not go further. I was livid. NOTE: We call OneGuard whenever we have a major issue and would never attempt to make repairs our self. Our warranty is paid in full annually! Two, how in the entire hell does a contractor actively work on a system for an hour but THEN claim he "found" the system tampered with?
Initially, after speaking at length to Adrianna (sic) OneGuard agreed with our complaint and requested a second contractor. The new servicer arrived on 6/18 and advised that our "blower motor is buzzing and not turning and pulling high amps. Blower motor needs to be replaced". My wife followed up with OneGuard 6/19 and again spoke with Adrienna who advised that the part authorization would be completed ASAP.
Today is Wednesday, 6/20 - nine full days after our LL A/C unit stopped working. My wife spoke with OneGuard "service professional" Joshua who just lied over the phone and noted that the second provider rejected the repair. We just spoke with the very competent second contractor. They are adamant that they did not report this to OneGuard! It is obvious to me that the initial contractor did not know what they were doing. If something seemed off, they should have advised us of the matter immediately (upon approach) so that we would be aware! I am a person of integrity. To even insinuate that we tampered with something is disrespectful and completely unacceptable.
Dear Mario, 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 this afternoon. Your satisfaction is our top priority and we sincerely apologize for the inconvenience and frustration you and your family have experienced. Please know your feedback is extremely important to us and we hope to have effectively addressed your concerns regarding the service level you received. Please be assured the air conditioning repair is covered by your OneGuard contract and we have confirmed with the contractor the necessary parts have been ordered. We are also actively monitoring your service request to ensure positive resolution is achieved on your behalf. Thank you again for your consideration. OneGuard Home Warranties
Reviewed June 20, 2018
It's been awesome with OneGuard. I've used their service numerous times and I've had a really great experience dealing with them. I bought a house and my friend has always talked about how great OneGuard is and I've heard not so great things about some of the other home warranty companies that were out there. Submitting a claim has been super easy. I could just call the 800 number or even contact my account executive and they'd file it for me. It would usually be only a few seconds too as I just tell him what I need. Then, they'd have someone call me either the same day or within 24 hours. Their reps have been always very pleasant, easy to work with, and friendly. They've been usually pretty short and sweet as well, which have been good because we all have busy lives.
I appreciate OneGuard taking the time to vet great contractors and making sure that they're sending reputable companies out. With the most recent claim I've had, the contractor was efficient and came on time. He also told me exactly what I needed to know. The only time a contractor had to come back was when they had to order parts. And they were able to remedy the situation temporarily until the part came in, so that was good too. I'll be a OneGuard customer for life.
Dear Jennifer, Wow! Thank you so much for the five star review and providing such positive feedback regarding your service experiences with OneGuard Home Warranties. Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and your testimony is exactly what we strive to do. On behalf of the entire OneGuard team, thank you again! We truly value your continued and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 18, 2018
Without a doubt, OneGuard is by far the best home warranty company we have ever used. They are prompt when Identifying service needed, and delegating the company recommended to do our service. The call center answers promptly and responds with courteous service. If arranging service online, we have always had a response promptly. Follow through is great. They contract with amazing service providers and we have had excellent service on repairs needed. We are very happy with our service by OneGuard for the nine years we have had them.
Dear Carla, Wow! Thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties over the last nine years! Our top priority is to provide a level of prompt and courteous service that exceeds your expectations, from the first call to Customer Care or online service request, to the completed repair, and it is always our distinct pleasure to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed June 18, 2018
I have been using this company for almost 10 years and had to call on them when an appliance went bad. With proper verification from a repair company they recommended the appliance was replace to meet our satisfaction. During 10 years with them this has occurred a few time and each time they replace the item to equal or better than the broken item.
Dear Don, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties over the last 10 years! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback and opportunity to help. On behalf of the entire team, thank you again! We truly value your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 17, 2018
My realtor gave me OneGuard as an option in my closing for the seller to cover. I’ve done all my claims online by going to their website and picking the type of service that I need. You can provide a description and then upload a photo to help with whatever service that you are requesting. After that, I just get a phone call from the contractor and we just work on the scheduling. Either they tell me when their next availability or ask when a good time would be for me to have them come out.
However, the contractors try to upsell you, specifically with the contractors for the carpet cleaning. They were doing the minimum possible for what was covered under warranty. Then they tell you different options that you can purchase for an additional charge, but everyone else has done a great job. They repaired my issues satisfactorily. Also, when I had an issue with air conditioner, the repair would’ve cost more than the service fee. So it's worth it to have that protection for the first year so if something goes wrong, the majority of the expense is covered.
Dear Lin, Thank you so much for the positive review and testimony regarding your experiences using OneGuard online to create your service requests! It is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Thank you also for providing important feedback. Please know we take your comments seriously as they help us in our constant pursuit to provide the best customer service. On behalf of the entire team, thank you again! We are truly value your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 16, 2018
When I bought the house, there was an existing warranty, which was OneGuard Home Warranties and when it was up for renewal six months later, I did some research and they seemed to be on par with everybody else. So, since the relationship was already there, I continued it. If it’s a straightforward claim that OneGuard's website can handle, then I submit it online. But if I need a specific company to come out and there’s a bit more detail needed, then I call them, because apart from instructions getting to my home, there’s nowhere to put detailed instructions of what the problem actually is.
There’s a set group of contractors that I now utilize through OneGuard, such as who I see for an electric or plumbing. If I put an email in and OneGuard assigns the generic contractors to me, after I do a bit of research, I would see that their ratings may not be very high. And so, I just stick with the contractors that I know and they are the ones I tend to call. Even if I put something on the web overnight, I call them the next morning and tell them to realign with one of my existing preferred vendors.
Dear Dean, Thank you so much for the 5 star review and positive testimony regarding your experiences using OneGuard online to create your service requests! Our priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this has worked for you, as well as your positive interactions with our service contractors. On behalf of the entire OneGuard team, thank you again! We truly value your continued business over the last six years and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 15, 2018
Where I had been living previously had a home warranty. The company there wasn’t my choice and I had some bad experiences with them, so I decided to try someone new. On the recommendation of my real estate agent, I signed up with OneGuard Home Warranties. Submitting a claim with them has been very good. I love that they have people that talk to you on the phone and it’s not automated. That was one of the things that I didn’t like about the other company. And you have an option to do it online with OneGuard, but you can always call, which I prefer.
When I called them, their claims agents were always great and very helpful. They do their best to understand my issue and I'm very happy with them. Most of the time, the contractors are also very professional. They do what needs to be done and their work is good quality. But a couple of times, they were not so great at communicating if they were not gonna be there in the time window. They didn’t always call and tell me. So, for half an hour within the time window and towards the end of it, I still haven't heard from them. But it’s not always that way. Usually, the only times that that happens is when I have claims for my air conditioning because in Arizona, air conditioning is so unpredictable. When you do an air conditioning service, all of a sudden, you got two hours of repair and you don't know why. But I understand that.
I also find that the people that OneGuard works with are initially very responsive. I call my claim in and sometimes I’ll get a phone call within 45 minutes, though it depends on what it is. So, the responsiveness is much better with OneGuard than what I've experienced with other companies. They care about what they’re doing, too, and I would recommend them.
Dear Laurie, Thank you so much for the five star review and providing such positive feedback regarding your service experiences with OneGuard Home Warranties! Please know it is always our distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Thank you also for providing important feedback regarding communication within scheduled appointments. Please know we take your comments seriously as they help us in our constant pursuit to provide the best customer service. On behalf of the entire team, thank you again! We are truly value your continued business and recommendation, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 14, 2018
OneGuard was always very good. I call them up to submit a claim and they send a person out. The techs are very nice and polite. Everybody was on time and did a good job with everything I ever called on them, and they were quick. But the only problem I had was with the refrigerator and they had to come back four times. I finally told them to replace it and then they put the correct part in and the refrigerator worked fine. Everything went pretty well and I would recommend OneGuard.
Dear Ricky, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Thank you also for being so patient as we worked to resolve your service request for the refrigerator. On behalf of the entire OneGuard team, thank you again! We truly value your past business and recommendations, and hope to serve you in the future. OneGuard Home Warranties
Reviewed June 13, 2018
Our realtor gave me a list of several companies, and I went with OneGuard since it had a good review. They fixed everything that I’ve had to have repaired, and their representatives treated me very well. OneGuard is good.
Dear Anita, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed June 12, 2018
I went to a real estate licensing class and a representative talked about OneGuard. I figured I'd try them out. When I compared them to five other companies, the pricing was right and reasonable. Another thing that OneGuard had that the other companies didn’t have is the service where I can just call whoever they recommend on their list. It’s kinda like Angie’s List vetted by them. I'll go in there, I type in and see what I need and then they'll send whoever they approve of. We’ve already used their service a few times and I've been impressed. I had a microwave that shut down and my AC broke and they came right away and fixed it. I've never met the contractors but from what my family said, the contractors were professional and took care of everything. I already recommended OneGuard to five of my friends.
Dear TC, On behalf of the entire team, thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our top priority, and the positive testimony you provide is exactly what we strive to do. Please know we truly value your continued business and recommendations, and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed June 2, 2018
The representatives at OneGuard have all been nice. And there were a couple of times I have submitted claims with OneGuard. I had an air conditioning problem and they figured out how to work it out. Originally they were gonna have me change out my whole air conditioning unit, which the insurance doesn’t cover. If they were able to find an old part, they would be able to get the problem fixed but if not, then I was gonna have to buy a whole new unit, which I wasn’t happy about. I shouldn’t have to pay for anything if I’m paying for home warranty. The unit has worked so far. But then I have the chance of it going out again, then I have to worry about them not covering it.
I also had another instance where the refrigerator in my garage went out and so I talked to OneGuard that it had gone out, and they said I should have bought the additional coverage for that. And I didn’t know I needed that again. That's frustrating for me. And I’ve also had another claim where they came out to replace the exhaust fan in the bathroom, and they had to order a part. And they didn’t come back until I called and said, “It’s been a month, are you guys coming back?" But other than those, when my ice maker went out, a guy came out and fixed it.
Dear Elizabeth, Thank you for the review and honest feedback regarding your service experiences with OneGuard Home Warranties. Please know we take your comments seriously to help us in our continuous quest to provide the best customer service, and we apologize for the delay and frustration you encountered. Our service representatives are available 24/7, 365 days a year and we are always happy to offer our personal assistance with any of your service requests that require follow up. On behalf of the entire OneGuard team, thank you again. We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 22, 2018
Faced an emergency situation on Saturday when the springs broke on my garage door and could not manually or electrically open garage door. Had to take visitor to the airport and were stranded in the garage with no time. I quickly called for emergency repair to the top Garage Door Repair service company in Phoenix since OneGuard service contractors will take up to 4 hours to contact you and up to 48 hours on weekends. I paid their invoice and when I called OneGuard for reimbursement they refused since we did not use their service contractor. My plea for understanding only received a response of "that is our policy." OneGuard is not reputable. Too much fine print and their goal is not to pay claims - it is to make money - period. No human understanding.
Dear Chris, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to look into your situation firsthand. Please be assured we have always acted in good faith in our efforts to serve you and within the parameters of the OneGuard contract, and we sincerely regret your dissatisfaction.
OneGuard representatives are available 24/7, 365 days a year to offer our personal assistance when faced with an unexpected breakdown, and we will do what we can to help in the moment to find a solution. Given the opportunity, we would have placed calls on your behalf within our contractor network and attempt to find immediate service, given your circumstance of not being able to open the door to move the car.
Please note only work authorized and arranged by OneGuard is covered by the contract. OneGuard will not reimburse contract holder for service performed by contract holder's own contractor without prior authorization.
Thank you for allowing us the opportunity to provide you with this information. We sincerely hope this additional explanation helps. OneGuard Home Warranties
Reviewed May 22, 2018
When I bought my house seven years ago, my realtor referred OneGuard and he said that he had a good experience with them. I had a good experience with guys that they sent for my air conditioning tune-up. Also, everything's auto-deducted every month, so that has worked out well. Everything has been good except for my garage door. I'm 74 and I was having to get up on a ladder to reset my garage door. I was very disappointed in the people that they sent. It took over a week. One guy came out and just ranted and said that something needed to be replaced and that he would get back with me but I didn't hear from him. I was not happy with him. I had to call in again because my copay had already been paid. Finally, somebody came out after quite a while and he did the repair in less than an hour and was as nice as he could be.
Dear Nancy, Thank you so much for the positive review and testimony regarding your service experiences with OneGuard Home Warranties over the last eight years! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Thank you also for allowing us the opportunity to further assist you with the garage door opener, we are very sorry for your inconvenience of having to use a ladder. Please know we are available to assist you 24/7, 365 days a year if you ever need additional assistance with any of your service requests. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 16, 2018
I was using a different home warranty provider before but I did not like them. My realtor then gave me OneGuard's name and their coverage was better. I really like that I can submit a claim online, after which I get a prompt response from vendors. The most recent claim I had was for my water heater. We had to get a water heater changed and they covered most of it. The only issue that we had was the whole thing took a week and we were without hot water. They sent three different vendors out for it. The first one did not understand what I was looking for. The second company then came and said, “Okay. We did not know that we have to do that much.” And then the third vendor came and the unit got fixed. And every time, they were away for two days. My parents are elderly and they were home, so we were having a tough time without water.
Dear Anas, Thank you so much for the 5 star review and such positive testimony regarding your experiences using OneGuard online to create your service requests! It is always our most distinct pleasure to assist you with all your home warranty and home services needs, and it makes us extremely happy to know how well this has worked for you. Thank you also for being so patient as we worked to replace your parents water heater, and please know we apologize for the delay. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 15, 2018
The only issue I have with OneGuard Home Warranties is if I do extermination or something of that nature, certain things are covered and certain things aren't. It might be a little bit more explicit in the brochure. But that aside, I've called in five claims and thus far, I've had no issue whatsoever. Everything is done quickly and it's pretty much within the 24-hour period. Earlier this month, they've had to replace the whole thing and they were able to do it the same day. I've had the warranty since August of 2013 and I'm completely satisfied with OneGuard.
Dear Shannon, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties over the last five years! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Please know we are available to assist you 24/7, 365 days a year if you ever need additional assistance with any of your service requests, and we are happy to review warranty coverage too. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 15, 2018
I have had the pleasure of being with OneGuard for 4years. My experience with them, countless ones have been nothing short of miracles! I recommend them to all my family and all my friends! From AC issues to sprinkler issues, they have come through.
Dear Cruz, Wow! Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties over the last four years! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 11, 2018
We had OneGuard at the house before our current one so we've had OneGuard for about six years now. I have no problem with what OneGuard does and how fast they set the claim up. But we have had issues with some of the companies that have come out. Once, we had somebody come out for our refrigerator and they came all the way out, looked at the refrigerator and said they don’t service LG. It's a Sears refrigerator but LG made it and when the service people called and I told them I had a Sears refrigerator, they should have known that LG made them for Sears. Then we had to call back and get somebody that serviced LG refrigerators. In order to find somebody, I made a phone a call to Sears. I told them what my issue was and the service person there walked me through it and I fixed it myself. I got the money credited back for the service call though.
Last time, there was a miscommunication. We called to have our air conditioning serviced for the yearly tune-up. But before the contractor was able to come out, we turned the air conditioning on to use it and one of the units didn’t work. So we called back and OneGuard sent somebody out but it was a different company than what was on for our tune-up, which was with two different units. Through the confusion, OneGuard ended up cancelling all of the appointments and we had to call and reschedule to get the second unit serviced. Nonetheless, I would recommend OneGuard. In fact, we have.
Dear Kathy, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and it makes us extremely happy to know how much value you find with your home warranty. We also appreciate the feedback concerning your service experiences for the refrigerator and air conditioning system. Your satisfaction is our top priority and the feedback you provide helps us improve our service level. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 10, 2018
One Guard is a stress reliever in you need in your life. I would recommend this service for everyone. They take the hassle of getting your appliances repaired and or replaced. No need to check on worthy technicians as One Guard did it all.
Dear Carl, Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive testimony regarding your recent service experience for the washer replacement! Our priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this has worked for you. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and recommendations, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 6, 2018
I was able to used my warranty 3 times so far with OneGuard and each time they sent highly skilled professionals to solve my issues. In addition I found their rates very attractive. Having protection with OneGuard gives me great peace of mind to know that I am covered on just about anything that could happen to my home.
Dear Russell, Thank you so much for the 5 star review and glowing testimony regarding your service experiences with OneGuard Home Warranties! Our top priority is to provide you with the most comprehensive coverage in the industry, by skilled professionals who quickly solve your issues. We are truly grateful for each opportunity to assist you with your home’s systems and appliances, and provide you with great peace of mind. This is everything we strive for as your home warranty provider! On behalf of the entire OneGuard team, thank you for your continued business and know we look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 6, 2018
OneGuard Home Warranties was provided when we purchased the home as part of the seller agreement. I’ve filed claims both online and over the phone and I like the online feature a lot as it is very convenient. Website navigation is excellent. The contractors that they’ve sent have all been stellar. I recommend OneGuard for help with routine maintenance.
Dear Jeremy, Thank you so much for the 5 star review and such positive testimony regarding your experiences using OneGuard online to create your service requests! Our priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this has worked for you. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and recommendation, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 5, 2018
I purchased a home and OneGuard came highly recommended. It's been three years and they've been great. I submit my claims online and go to a dropdown menu, and it's fairly simple. They get an email right away and the vendor that’s gonna help you with the issue will usually contact you within 24 hours, but it's always been within just a couple of hours. Everything has been taken care of and the companies that they use are great. Usually my issue gets taken care of right away. It only takes one appointment If it's something fixable right away but some of the more severe issues I've had took several weeks. I had an appliance replaced and that took a while because they fixed it 10 times before they finally replaced it. Other than that, I'm happy with the service.
Dear Daniel, Thank you so much for the 5 star review and such positive testimony regarding your experiences using OneGuard online to create your service requests! Our priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this has worked for you. Thank you also for being so patient as we worked to resolve your service request for the dishwasher. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 4, 2018
I had an electrician come over 3 times prior to calling OneGuard & he could not find the problem. OneGuard's technician came & found it immediately. I was so relieved. He explained the problem and fixed it quickly. What an awesome experience with a true professional.
Dear Cynthia, Thank you so much for the 5 star review and such positive testimony regarding your recent service experience with OneGuard Home Warranties for the electrical system. Our top priority is to provide a hassle-free experience and prompt resolution by our trusted service contractors, and it makes us extremely happy this was the case when you needed us. On behalf of the entire OneGuard team, thank you again! We are truly grateful for your business, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 4, 2018
My sister suggested that living in a desert, it’s a good idea to have a home warranty. Most of the time, submitting a claim at OneGuard has been fairly good. I usually do it over the telephone, which is easier but the only problem is you have to wait a longer time to get in touch with a representative. It can be up to a half hour sometimes, maybe a little bit over occasionally. But the reps are very polite and they seem to do a good job of understanding what you’re looking for. Also, most of the repairs seem above adequate. Recently, the contractors came out for my AC and they pretty much did the job that they were supposed to do and seemed fairly polite. Usually they’re a little quicker, but because there are so many people wanting to have their AC tuned up, it was a little bit later than normal.
Dear George, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! It is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Please know we have hired more representatives to manage our increased call volume and we offer online service requests to help with wait times too. On behalf of the entire OneGuard team, thank you again! We truly value your continued business of 13 years and look forward to serving you in the future. OneGuard Home Warranties
Reviewed May 1, 2018
OneGuard is prompt, and quick to assign a qualified repair company to my situation. We are very pleased with their service. I would recommend One Guard highly. They are upfront with their quotes and coverage.
Dear Jerald, Thank you so much for the 5 star rating and positive testimony regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our top priority, and prompt service by qualified professionals is exactly what we strive to provide each time you request service. It is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know we truly value your business and recommendation, and we look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed April 25, 2018
We bought the place a year ago and we wanted a home warranty with it. It's about 20 years old so it's right about the time when the air conditioner or the hot water tank and the microwave start to go bad. The title company recommended OneGuard. I googled them, found them online, called them up and set up an automatic payment out of my credit cards. We have submitted two claims. We did the garbage disposal and that worked great. A good plumber came out and he knew exactly what he was doing. He was here, at the most, for an hour and he gave us a new disposal. Then for the toilet, the one lever on the valve was plastic and it was bent so he put a new lever on it. I also had questions about the sprinkler system and he showed me exactly how it worked and explained that to me. I was very happy with that.
The next experience was the microwave. It went bad about two weeks ago. We were popping popcorn and all of a sudden, it started to spark. It turned out a component in the microwave itself started to melt and went bad. A lead appliance tech came out, inspected it, and confirmed that we needed a new microwave. And then, OneGuard gave us three options and we elected the option of just taking money for it because we were getting ready to go back to Ohio from Phoenix for the summer. They'd send us a check and then when we come back the next time, we will have Home Depot or something like that to install a new microwave for us. I like both of the contractors that came. They knew what they were doing. Since the repair, the disposal and toilet are fine and I understand the sprinkler system now.
Dear Gene, Thank you so much for the positive review and testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire team, thank you again! We are truly value your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed April 24, 2018
We purchased our first home and my wife told me about OneGuard Home Warranties. She found out about OneGuard through her cousin who I believe is using OneGuard as well. I didn't even know what a home warranty was. I knew about homeowner's insurance and then I found out that they're like homeowner's basic. And then there's homeowner liability insurance and also this thing called a home warranty. Those are the things I never had to even think about when you rent your whole life.
Submitting a claim was convenient. I had an electrical issue that I could not resolve on my own and then I looked into OneGuard and I'm like, "Hey, this issue was covered by them," so I just called them. It was embarrassingly easy to solve but that was a learning experience. I had a tripped VSTi switch that I did not know about in the garage and all the tech had to do is literally come here and push the reset button. That was it. So after that, everything works great. The interaction and service were good. OneGuard did all the scheduling for me. They sent me a reminder who is gonna come out, what time and then what company they had scheduled. They were actually pretty good with all that.
They also let me know that the technician was on his way and how far away he was. The tech came when he said he was going to. Overall, OneGuard has been prompt and professional. I believe that if there was an actual problem, they would have gotten and fixed that the same day. I would tell others to get a home warranty because it seems to be worth it.
Reviewed April 18, 2018
When my husband and I first got together, we rented a house for a year and the landlord of that house had OneGuard. Whenever something broke down, we would call the landlord and she told us to call OneGuard. We had a good experience with them which is why when we bought our home, we decided to get the same warranty. I have looked at one more company but OneGuard has also a cheaper trip charge and it made us go with them. When submitting a claim, we do it over the phone and the interaction I had with their reps have been good. The people I talked to were nice and they submit my claim right away and somebody calls me right away so it all worked out well. When we purchased a rental property for ourselves, we would call them for issues that we're having there.
When we did that recently, we had an issue with their plumbers. The plumbers weren't really doing anything and didn't even bother to see what the situation was so we called OneGuard. Somebody from OneGuard told us that we can call our own plumber and they will reimburse me. We did that and we've been waiting now for three months for the reimbursement. We talked to Christina in the Authorizations Department and finally, an investigator called me two weeks ago that it was approved. Other than that, I've had a great experience with the company. And if someone asks me about OneGuard, I will let them know that I've used them for several years and everything always gets fixed and nobody ever gives me a hard time.
Dear Veronica, Thank you so much for the positive review and testimony regarding your service experiences with OneGuard Home Warranties. Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Thank you also for bringing your situation to our attention regarding the plumbing system. Please be assured we have processed a refund and we sincerely apologize for the inconvenience this may have caused you. Please know we truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed April 17, 2018
I used to be a real estate agent in Phoenix and I had a lot of happy customers with OneGuard Home Warranties. I'm now 70 years old and living in Florida but I still have my home in Phoenix or Glendale. I've had it rented out since I moved here and OneGuard has been taking care of it for me. They have my credit card on file and I just call them and say that my tenant said that something is wrong. They call the tenant and they take care of it. Submitting the claim was excellent. The reps that I’ve spoken with were always very pleasant.
They've got all my information on file and they take it from there. The contractors that they send out are wonderful and they all do a good job. They even had to put a new air conditioner unit in for me a few years ago and they did it perfectly. I would tell my friends that OneGuard is wonderful. I have American Home Shield in my house here but it doesn't even come close to the service that I get with OneGuard. Their fees are extremely reasonable and I enjoy the service they give.
Dear Jill, Wow! Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive testimony regarding your service experiences over the last 10 years! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback and opportunity to help. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed April 13, 2018
The previous owner of our house bought a warranty from OneGuard and because of the way their contract was written, it was transferred to us. I spoke to a lady on the very first time I tried to file a claim, and she turned everything down because we were new to the house and everything was preexisting. They didn't want to do anything about the issues because they were claiming that they were issues that we filed as opposed to the previous owner. But then I communicated with the salesman who sold the warranty to the previous owner and OneGuard ended up deciding that everything was covered and that was what it said in the contract. We were annoyed with the process, but everything worked out. Now, I prefer filing the claims online.
Submitting the claims online is very easy. There are categories and you fill out what issue you want fixed. We have submitted something about our toilet, our dishwasher, our garage door and our heat pump. The contractors they've sent us have all been really professional. They came in, looked at the issue, and fixed it. If they needed a part, they ordered it and when it came in, they put it in. One of the reasons we're pleased with having OneGuard is that, being in a new house and being in a new area, we didn't know who the vendors are that we should reach out to find some things, and they helped with that.
Dear Eugene, Thank you so much for the positive review and testimony regarding your service experiences with OneGuard Home Warranties. Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Thank you also for allowing OneGuard the opportunity to review your situation firsthand when you purchased the home to ensure your requests were covered. Please know we apologize for the frustration. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed April 12, 2018
I called OneGuard and told them I wanted the air conditioners checked out before summer hits here in Arizona. One of the units is an original and is 27 years old and I wanted to make sure, so I paid for them to come and the tech was phenomenal. He was a gentleman and I like his thoroughness. He was nice enough to check out the heaters and furnaces too, and it was absolutely wonderful. He was over the top fabulous and is highly recommended. OneGuard did a fantastic job with their employees and I was very impressed.
Dear Candace, Wow! Thank you so much for the positive review regarding your recent service experience for the HVAC Pre-season Tune-up with OneGuard Home Warranties. Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs and your positive testimony is exactly what we strive to do. 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
Reviewed April 11, 2018
I have had OneGuard since it was ServiceOne for at least 13 years and I have always had good customer service when I call and schedule something and the contractors I have had come out have been very efficient and professional.
Dear Patricia, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties over the last 13 years! We truly value your business and always appreciate the opportunity to help, and we love the positive feedback. On behalf of the entire OneGuard team, thank you again! Please know we look forward to serving you in the future. OneGuard Home Warranties
Reviewed April 9, 2018
I've been a OneGuard customer in 2 states and for many years, they have always provided a prompt and professional service the times I have needed them. Their staff is courteous and ready to help. Thanks OneGuard.
Dear Jose Luis, On behalf of the entire OneGuard team, thank you so much for the 5 star review and testimony regarding your service experiences! Our top priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback. Please know we truly value your continued business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed April 8, 2018
OneGuard's reviews were a little bit better than others and so far, our experience with them has been good. When I call and place a claim, I talk with somebody and they're extremely friendly and extremely helpful. I've had nothing but great phone calls with them. There was a follow through with what we called for and so far, the three contractors that we've dealt with has been terrific so I'd use them again. They met our expectations. The contractors came when they were supposed to come. They all did their job and were qualified to do it. They were also very knowledgeable about what they were doing so I felt confident that their work is going to be good and it was and has been.
However, OneGuard had my phone number wrong at the beginning and this was a little aggravating on their part. They said that they'll have a tech call me but we wouldn't hear from the tech. I called the tech and the tech said that they tried to call me three times. I said that I never even got a voice mail. I asked what number they have and it was off by one number. I called OneGuard and they were very apologetic. They said that they'll change my number but it happened again. Again, the technician said that they tried to call but I never got any phone calls. It took about three phone calls for OneGuard to finally change my number to the correct information. I had to get a little bit aggressive for them to really follow through. It was a little annoying that nobody was getting back to me and it was because they had the wrong phone number given to them by OneGuard. But overall, I would definitely recommend them.
Dear Amy, On behalf of the entire team, thank you so much for the 5 star rating and such positive testimony regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know we truly value your business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed April 7, 2018
I've used OneGuard over the past 4-5 years for 4-5 claims at my residence. They always respond quickly after I've filed the claim online and the Repair Companies they use have always done a great job. I've had claims on the heater for my hot tub, my a/c and heating units and some minor electrical issues. Their premiums are more than reasonable and I highly recommend them to anyone.
Dear Don, Thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties over the years! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and your positive testimony is exactly what we strive to do. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and recommendations, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed April 7, 2018
OneGuard Home Warranties was recommended to me through the real estate agent for this house. The sellers are paying for it for the first year. I have submitted two claims and I did it online. You just state what you need, like if it's electric, plumbing or outdoor work, and you get into more specifics. It makes it easy because you just click instead of having to type out everything. And within about 48 hours, they hook you up with some people and they give you a call. They schedule it quickly.
The techs who have come have been great, especially the electrician that I used last Saturday. He was awesome so I was really happy with that. He was super fast, very polite and on time. Also, he didn't try to sell any extra things. Everything has been great since the repair. So far, I'm satisfied with OneGuard and it's convenient to have and easy to use.
Dear Chelsea, Thank you so much for the 5 star review and positive testimony regarding your experiences using OneGuard online to create your service requests! Our top priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this has worked for you, as well as your positive our service contractors. 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
Reviewed April 6, 2018
I don’t always do reviews but I like to give credit where credit is due. I called in a service call for our pool and I can honestly say I am very pleased at how One Guard handled our repair. There was a minor setback but Yesenia ** with who is in Customer relations jumped right in to resolve our problem and I must say she did an outstanding job! I have been with One Guard for many years and actually referees my parents to them when they purchased their home two years ago and I also referred them to both my nieces who purchased homes this past year. Keep up the great work and thank you for your great customer service!
Dear Sarah, Thank you so much for the five star review and such positive testimony regarding your recent service experience with OneGuard Home Warranties and Yesenia! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know we have shared your rave review with Yesenia and you really made her day! On behalf of the entire OneGuard team, thank you again. We truly value your continued business over the last ten years and referrals, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 28, 2018
I have had OneGuard for one year & used them twice. The first time was one month after we signed up & they had to replace my microwave. Both service calls were handled promptly and professionally. I highly recommend this company.
Dear Mary Rose, Thank you so much for the five star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! Please know we truly value your continued business and recommendations, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 25, 2018
We bought a house, so we looked into a home warranty. We heard about OneGuard Home Warranties from the real estate agent and people recommended them. It was easy to submit a claim with OneGuard. I did this over the phone and my interactions with the claims reps were very good. They were very professional and helpful, and I was taken care of. The techs called within a couple of hours and they got here in two days, and my interactions with them were very good too. Since the repairs were done, everything has been working perfectly. Having a warranty on my property is very valuable. The cost of repairs is so ridiculous. If you had one major claim, the repair cost for that would pay for your OneGuard warranty for years.
Dear David, Thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire OneGuard team, thank you for choosing OneGuard! We truly value your past business and hope to serve you again in the future. OneGuard Home Warranties
Reviewed March 23, 2018
I called OneGuard Home Warranties when I got this problem. The reps were very courteous and professional. Also, the contractor that came out was very active and good at giving me answers.
Dear Michael, Thank you so much for the five star review and testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home services and home warranty needs, and we truly appreciate the opportunity and such positive feedback. On behalf of the entire OneGuard team, thank you again! We value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 22, 2018
I'm a single mom and I have no time for managing and hunting down services. A friend of mine uses OneGuard Home Warranties and recommended them to me, and I saw that the service they offered was perfect. I've filed one claim with OneGuard and it was really easy. I called in, then I was assigned to a vendor. I needed help right away because the problem I had was a leak and the plumber couldn’t come out until 24 to 72 hours, but OneGuard was able to get someone else out quickly. When the plumber came out, my interaction with him was great. He was best in class and my plumbing has been great and working perfectly since the repair. Having a warranty on my property is very valuable for peace of mind. It saved me the hassle of finding a plumber that would be honest and on time, and do the job that needed to be done. I'm very pleased with the experience that I've had so far with OneGuard.
Dear Sandy, Thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and your testimony is exactly what we strive to do. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 21, 2018
I've been using warranties for 30 years on multiple rentals, houses, apartments, condos and office buildings I have owned and I've been with OneGuard for 10 years now. It's much easier to pay them to maintain my home than me. I called in a claim because I was out of town that time and the process was very easy. The technician then came out within a day. OneGuard is great and I've been pleased and I referred them twice last week.
Dear John, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star review regarding your service experiences over the years! It is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity to offer our personal assistance. Please know we truly value your continued business and recommendations, and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed March 20, 2018
We got our OneGuard warranty as a part of our transaction when we purchased our home. We've called them for service and the experience has been great. Their reps are very professional and personable at the same time. They've also been really responsive in getting someone out here and their follow up has been real good. We've had turnaround within 24 hours or less, had a couple of techs over and things have been working good. The first time, we just had our locks changed. And then the second was for the heater where the guy explained a lot to us, which was really nice. We've had a very good experience with OneGuard and I have every confidence that if something were to go wrong again or if we needed help again, they would be as responsive.
Dear Joyce, Thank you so much for the five star review and providing such positive feedback regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and your testimony is exactly what we strive to do. 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
Reviewed March 18, 2018
I’ve had OneGuard for the last 10 years. They do the job I expect and really haven’t been hassled. They provide the value for the investment. When submitting a claim, I can do it online or call in person, and based on what the claim is, within 24 to 48 hours I have somebody here. The only comment that I would make about them is if you have a specific recurring problem like heating or air conditioning you would think that they would send the same guy every time but they don’t. But in most cases, everything was pretty reasonable. They are professional and they get the job done.
Dear Mark, Thank you so much for the positive review and testimony regarding your service experiences with OneGuard Home Warranties over the last ten years! Our top priority is to provide timely and professional service, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. We also appreciate your feedback regarding recurring issues and sending the same contractor. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 16, 2018
We just finished a claim with OneGuard where they wound up choosing to replace the dishwasher rather than fix it, which was fine. However, they offered a Maytag and the one we had was a Maytag. We didn't want to have that same kind of a problem again. I picked up something else and the unit that they sent me was a unit with a price difference of $50. They told me that they only pay out $515. However, I told them that the price they gave the unit they gave me is higher than at any store. The man I was talking to said, “Well, that’s the price we’re giving. If you want to call our contractor, go ahead." He gave me the number and I did. Then, I was given a totally different, much lower price. They told me that emailing them is faster, so I did that. I sent that all back to him and said “Okay. Well, this is what your contractor says you buy it for. Not me, you.”
But then they wrote back and said, “Oh yeah, your contractor says you can buy it at that price but this is the price we’re sticking with.” Then, when I got to talk to a supervisor, she told me that she’d been there 10 years and just kept doing that same runaround where they’re not really answering the question. She said, “Well, this was my idea.” “Well, great. Then you should have dealt with it, and you should have called from the very beginning.” And she said, “He shouldn’t have told you that to start with.” But either way, she should’ve said, “We’re never going to match what the contractor said.” And she was like “Well, no. The consumer can buy something for a different price.” I never said that. First of all, prices they gave me as a consumer was totally different form than the price that they told me you bought it for. But that’s what they offer you.
I was so frustrated because they were having me run around and do their job because to me, you don’t write somebody and say “Here’s what you do," and “Oh well, if you think you can do better then call our contractor.” Also, they didn't answer any of the questions that I gave them. We already were paying more which we were okay with, but something that has an MSRP, just use that. After it had gone on for two days, I just was like “You know what, I just want you to install the damn thing. I’m tired of arguing.” It wound up costing us $385. We have used them many times before and never had a problem.
Other items have been either been replaced or repaired and anything that’s been replaced, there was no drama. It was just like, “Oh, here’s what the things are.” “Okidoki.” Everything was fine. This experience was not that way. But the actual company that they sent out was great. In fact, they messed something up this morning and they came right back 10 minutes later and fixed it. They were very good.
Dear Jennifer, Thank you for taking the time to speak with us and allowing OneGuard the opportunity to review your situation firsthand and offer our personal assistance in the matter. Please know our top priority is your satisfaction, and we truly apologize for the frustration. The feedback you have provided is extremely important to us and helps us improve, and we sincerely hope to have effectively addressed your concerns. Thank you again for your time and consideration. We truly value your continued long-term business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 14, 2018
In 2015, I was dissatisfied with the customer service I received from One Guard. I held on to that grudge but kept the service. When I received an email, nearly three years later, requesting my opinion of their overall service, I replied that if they really care, they should call me. Supervisor Yesenia ** did call and listened to my story. I was happy just for the call and really didn't expect anything else, especially after sooo long. Was I surprised when today, the next day since hearing from Ms. **, she called again, and this time to make me a very impressed and satisfied customer.
The first call was, indeed, helpful but not undoing the total dissatisfaction. After researching my story, Ms. **, who did not need to do this, called and made all right. I learned to trust real customer service more, especially OneGuard, and really especially Ms. **. Ask for her or the Authorization Department when you have a problem. She will listen and follow-through. Congrats, Yesenia.
Dear Paula, Thank you so much for sharing important feedback regarding your service experience and allowing Yesenia the opportunity to provide her personal assistance. Our top priority is your satisfaction and we truly regret the frustration you endured. Your situation was extremely important to Yesenia and she appreciated your receptiveness to her calls. Please know we have also shared your glowing review with Yesenia, and you really made her day! On behalf of the entire OneGuard team, thank you again. We truly value your long-term business of ten years and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 13, 2018
We have OneGuard Home Warranty. In case something happens, we have coverage. We submit claims over the phone, and it has been fine. The reps are very professional and kind, and they listen to what I have to say. It took a couple of days for a contractor to get to our house and I had two different people come out. The first one was great and the second one who was out in the garage didn’t really speak much. The technicians did their job and everything has been performing well since then.
Dear Latasha, Thank you so much for the 5 star review and providing such positive testimony regarding your recent service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback. 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
Reviewed March 12, 2018
OneGuard Home Warranties was included when I purchased the home. I submitted a claim with them for the dishwasher and the microwave and it has been really nice. Submitting a claim has been really good too for the garage. Also, their reps are very fast when they call for scheduling. I’m totally satisfied with this warranty service.
Dear Rafael, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive testimony regarding your recent service experiences! Our top priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback. Please know we truly value your business and we look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed March 11, 2018
A friend on Facebook recommended OneGuard to me. Their price also led me to choose them. Submitting a claim to them was very easy. I did it online and everything went well. Moreover, it didn't take me very long. The contractor called me within 24 hours and took about four days to get here. He did what I asked him to and everything works well now. The repair of my washing machine and kitchen sink made things at home a lot smoother. I've had a warranty for several years and it has been very valuable. If something goes wrong, I don't know how to do it myself and I don't know who to call. With the warranty, I have somebody I can call and OneGuard usually gets somebody out here to fix the issue.
Dear Colleen, Thank you so much for the five star review and such positive feedback regarding your recent service experiences with OneGuard Home Warranties! Your satisfaction and peace of mind is our number one priority, and we appreciate the opportunity to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed March 3, 2018
I had a prior home warranty provider and one of my favorite contractors left them and signed on with OneGuard instead. Since I have used that contractor forever and I trust them completely, I moved to OneGuard as well. I’ve submitted a couple of claims and their claim process has been very simple. I’ve done it both online and over the phone, and they’re usually handled right at the door. The repair people have already talked with OneGuard and got the authorization, then they come, do the repair and I hand them a check. The reps were able to answer all my questions and accommodate me well, except for a couple of times where they had to wait for the actual diagnosis of the repair, but I understand.
The last claim we had was for the dishwasher. The guy who came in was professional and clean, and it didn't take him any time at all to do it. It was a good experience. I'd recommend OneGuard. I've had my daughter and her husband sign up with them also. I told them it's a great thing to have and I shared my great experiences. They’re a young couple with two kids and having the warranty would take worry out of their minds as far as what something might cost them that's covered.
Dear Jim, On behalf of the entire team, thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our top priority, and the positive testimony you provide is exactly what we strive to do. Please know we truly value your continued business and recommendations, and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 28, 2018
I knew about OneGuard from my real estate agent, and I wouldn’t be opposed to recommending them. Setting up a claim with them is great. Typically, I do it over the phone and it works fine.The contractors have been pretty good, however, they’re not quite as professional as the folks that are actually with OneGuard. The boss of the first guy who came out for our AC, who was back at their office, was a better communicator than the guy who was out in the field. The guy would somewhat just leave and not tell me what was going on.
Dear Chris, Thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties! Our priority is to provide a level of service that exceeds your expectations, and it is always our distinct pleasure to assist you with all your home warranty and home services needs. We also appreciate the honest feedback regarding your interactions with the contractors, as we use the information to help improve the service level. 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
Reviewed Feb. 25, 2018
I’ve had OneGuard home warranty from my relative when we bought the house four years ago. Submitting the claims are easy enough, and I do this both online and over the phone. We have had a number of repairs that had to be done, and every once in a while, I get a good contractor but it’s in the minority. Overall, I’m somewhat satisfied, but wouldn’t recommend OneGuard above anybody else.
Dear Gregory, On behalf of the entire OneGuard team, thank you for the review and providing honest feedback. Our top priority is to provide a level of service that exceeds your expectations, and we appreciate the opportunity to assist you with all your home warranty and home services needs. Please know we truly value your continued business over the last five years, and look forward to serving you in the future. Thank you again for your time and consideration. OneGuard Home Warranties
Reviewed Feb. 24, 2018
This has been the worst home warranty service I have ever used. My hot water heater broke down on the weekend before Valentine's day. It took several days for them to send a service contractor. The service contractors according to the company only work on weekdays. The first time they came out they replaced a thermostats which did not fix the problem. The second time they came out the contractor replaced the second thermostat which also did not fix the problem. My wife was home on the second visit and the contractor told her that some wiring had shorted out and that he called OneGuard to get authorization for replacing the wiring. The contractor informed us that OneGuard did not approve the replacement.
I came home from work last night (2/23/2018) and smelled a burning plastic smell from the hot water heater. I looked at the thermostat and saw sparks coming from the thermostat that was installed. I contacted the plumber and got no answer. I contacted customer service at 6:55 am to get a plumber back to the house. They informed me that they will send a notice to the authorization department. That department would contact me in a couple of hours to get the repair authorized. They never called. At 12:44 pm I called them and was transferred to the authorization department. I went thru the story again and they said that they would send someone out Monday or Tuesday as their contractors do not provide service over the weekends. I once again told them that the hot water heater is sparking and smells like something is burning inside. I am afraid that my house could catch fire waiting on their service person.
They said that if that happened it would be a matter for my homeowners insurance as they are not liable for any secondary damage occurring from their service.I told the authorizing agent that that was complete ** after which he said that I did not need to curse and hung up on me. I don't think this company is legit. They seem to be there to take your money and not fix your warranty issues. I was advised by my realtor to use them when we bought our house. I assumed they were good. I must advise anyone thinking about using their service to stay away. I did not have my phone handy to record the sparking from the thermostat. However you can see the burn marks on the foam around the thermostat they installed as well as the burn marks on the screw on the thermostat.
I am scared to even touch the new thermostat that they installed as I do not want to be shocked. Basically according to them they could send a contractor to your house who could in turn cause damage to you or your house and that is not their problem. I was going to upload my contract with them but it is too big to fit in the add receipt section. At this time all I can do is wait for a contractor to come sometime next week to hopefully fix the hot water heater and hope my house does not catch on fire while we are waiting. For anyone thinking of using OneGuard Home Warranty all I can say based on my experience is don't do it.
Dear Mohammad, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to immediately review your service request firsthand and provide our assistance to achieve swift resolution. Please know your situation was extremely important to us and we regret the frustration you and your family experienced. In our follow up conversation with you today, we confirmed the contractor was replacing the unit altogether. We have also confirmed with the contractor replacement was successfully completed. Please let us know right away if you should need additional assistance and we are happy to help. Thank you again for your time and consideration and patience throughout. OneGuard Home Warranties
Reviewed Feb. 24, 2018
We have used One Guard since 2007 on all of our family properties. If something wasn't able to be repaired they replaced it. They are always quick to respond and all of the repair companies they use are professional and on time.
Dear Gail, On behalf of the entire team, thank you so much for the 5 star rating and such positive testimony regarding your service experiences with OneGuard Home Warranties over the last ten years! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know we truly value your continued business and we look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 23, 2018
We have been very happy with with OneGuard and the contractors they send. When calling, they answer the phone in a reasonable amount of time, without going through endless loops in the voicemail system. The contractors they use have all been very professional, friendly and prompt.
Dear Alan, Thank you so much for the five star review and great testimony regarding your service experiences with OneGuard Home Warranties over the last six years! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we truly appreciate the opportunity and such positive feedback. On behalf of the entire OneGuard team, thank you again! We value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Feb. 21, 2018
OneGuard service repairmen came to our home a couple of times to check the Freon level of our air conditioner system. After a couple of attempts to repair, it was agreed that we needed a replacement. The work was done in a timely fashion. On our microwave, a fuse had "blown". The serviceman that was sent evaluated the problem, then replaced the fuse in a timely manner. Communication has always been excellent. We always know that they have received our call for help, and they respond immediately.
Dear Deborah, On behalf of the entire team, thank you so much for the 5 star review and great testimony regarding your service experiences with OneGuard Home Warranties! Our top priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback. Please know we truly value your continued business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 17, 2018
We have submitted one claim to OneGuard Home Warranties, and so far, our experience has been positive. The contractors that have been sent out were good guys, and they were professional. There was a bit of a miscommunication issue, but part of it was technical on my cellphone’s part, and they solved the problem quickly. I plan to use OneGuard again because I need to have someone come out and check our air conditioning unit.
Dear Christopher, Thank you so much for the 5 star review and positive testimony regarding your service experience with OneGuard Home Warranties! We truly value your business and always appreciate the opportunity to provide you with great service by our professional contractors. Please note the preseason A/C tune-up timeframe is available from February to April, and representatives are happy to set up a service request for you over the phone, or you can go online at www.oneguardhw.com. On behalf of the entire OneGuard team, thank you again for your business and know we look forward to serving you in the future. OneGuard Home Warranties
Reviewed Feb. 14, 2018
The water heater ruptured in the evening and we did not notice until the next morning, a room in the house on the other side of the wall had flooded from the rupture. I called One Guard and they had someone out on a holiday weekend to replace the unit. Very well done.
Dear John, Thank you so much for the 5 star review and such positive testimony regarding your recent service experience for the water heater with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback. On behalf of the entire team, thank you again! We truly appreciate the opportunity and your continued business of 14 years, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Feb. 14, 2018
Have used the Warranty twice during the past year with no problems both times once for an AC unit issue and once for a garage door issue. The service rep was great as was the repair technician set out. Highly recommend.
Dear John, On behalf of the entire team, thank you so much for the 5 star review and great testimony regarding your service experiences with OneGuard Home Warranties! Our top priority is your satisfaction with all your home warranty and home services needs, and we appreciate the opportunity and love the positive feedback. Please know we truly value your business and high recommendation, and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 11, 2018
I've had experiences with other home warranties and OneGuard was suggested to me by one of my realtors so I went with them. I was driving when I set up the account and it made it incredibly difficult. But I told them what I needed, they found the right programs for me and I got the alarms set up, the cable set up and the power. They also hooked me up with a utility concierge which helped me out while I was moving. And that alone, they've been fantastic. I usually give them a call for any claims I need to file. Their reps treated me with respect. And if I have any other questions as far as what's covered and what's not, I give them a call and they'll be just fine. I didn't have that much of an issue with claims but one thing that I know about them is the way they were set up. Their set up was to make the customer want to fail and the type of "You didn't cover your end to that warranty so we're not going to cover ours" thing.
I've only had one dealing with OneGuard and it was when the garage door was malfunctioning. I have two cars and they were going to replace the opener itself. So, I just forgot about it and figured something. I’m a handy guy so I went down to Home Depot, bought the openers and installed it myself to save a little bit of extra money. For what I wanted, it was exactly what I expected so it was good. I still have them for another 10 months. OneGuard is a good company and I’d have my friend or family member to go for it.
Dear Jason, On behalf of the entire team, thank you so much for positive review and great testimony regarding your service experiences with OneGuard Home Warranties! Our top priority is your satisfaction with all your home warranty and home services needs, and we appreciate the opportunity and love the positive feedback. Please know we truly value your business and recommendations, and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 10, 2018
OneGuard has been amazing, and a lifesaver. Home warranty was purchased by seller when I bought my 25 year old house. Repairs have been timely, convenient, and they follow up with you. They also have a very convenient website. Would recommend.
Dear Leah, Thank you so much for the five star review and providing such positive feedback regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and your testimony is exactly what we strive to do. On behalf of the entire OneGuard team, thank you again! We truly value your business and recommendations, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Feb. 10, 2018
I had a great experience with OneGuard. I heard about them through my sister and so far, I haven't had an issue with them. When I made a claim, I did it over the phone which was very easy. Their claims rep was professional. She had to tell me all of their rules then she called their guy. I had to call the contractor and once I did, he said he was going to try to get to me that day and he did. He was more than on time and was very accommodating. I couldn’t even get home to meet him but he fixed the problem and was gone.
Dear Agnes, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star rating regarding your recent service experience! It is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity to offer our personal assistance. Please know we truly value your business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 9, 2018
I have used several other home warranty companies through the years and always had issues or complaints. Not with OneGuard! I have been with them for 4-5 years now and they have always used good contractors, had great customer service and just have been an outstanding company to have when you need help.
Dear Peggy, Wow!! Thank you so much for the 5 star review and posting such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity to help. On behalf of the entire team, thank you again! We truly value your continued business of five years and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Feb. 9, 2018
I called OneGuard one time to submit a claim. It was easy and the reps were fine. I was having an issue with my pool and I asked if I could use my provider. OneGuard said no. The first contractor they sent was horrible though. They didn’t follow up and it took a month for them to repair. But then it was making a noise and it wasn’t making that noise before. OneGuard ended up calling another contractor and that contractor took care of it right away.
Dear Mayda, Thank you so much for the positive review and testimony regarding your service experience with OneGuard Home Warranties! Your situation was extremely important to us and we appreciated the opportunity to provide our personal assistance to ensure repairs for the pool equipment were successfully completed. On behalf of the entire team, thank you again! We truly value your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Feb. 4, 2018
We have OneGuard as our home warranty which was a referral from a family member. When submitting a claim, I have favored doing it over the phone and the wait time was under 15 minutes. I did it online once and I was less satisfied than speaking on the phone. The process of filing was very straightforward. Their reps were very professional and courteous. There was an attitude of wanting to help. The contractors that were sent out to do service were 80% good. As for the rest, I’d make a different choice if I had the option. But I’m a satisfied customer of OneGuard and it is a worthwhile investment in somebody’s home for maintaining some peace of mind and some of the home’s quality and its contents.
Dear Thomas, On behalf of the entire team, thank you so much for the 5 star rating and posting such positive testimony regarding your service experiences with OneGuard Home Warranties! Our top priority is your satisfaction with all your home warranty and home services needs, and we love to hear about the value and peace of mind you find with your home warranty when faced with unexpected household breakdowns. Please know we truly appreciate your continued long-term business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Feb. 1, 2018
We have a rental property for which my son-in-law set up a warranty with OneGuard, and we’ve had them for about four years now. Submitting a claim was not good when I first started dealing with them, but they finally got it down well. I do it over the phone and it’s easy. The reps make suggestions which are helpful. The contractors that have come out have all been really good too. The cost of OneGuard’s services is good given its quality though they could do better if they’d lower their prices. But overall, I had a good experience for what I paid for.
Please know we truly value your continued long-term business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Jan. 31, 2018
I called OneGuard to file a claim for my pool pump, which, according to the warranty, was supposed to have been covered. The rep that I talked to told me that they would send someone out. I asked if they could send the person out that had been working on the pool, but they told me they can't because they use somebody else. The guy then came out, looked at the problem, told me what the problem was and that he had to order parts. The day after that, however, OneGuard called me and told me that they were not going to cover the claim. I then called the person who came out, asked him to give me a copy of the invoice to know how much it would cost, called him again, had him fix the unit, and I paid him. The whole experience wasn't good.
I had another experience with them where I had a pipe leaking. When I called, they said they couldn’t cover it because I didn’t know where it was. They’ve fiddled and faddled until finally, they sent somebody out. The guy recognized the problem and was able to remove the portion of the wall that needed removing. He then fixed the pipe and did a good job. The repair on the wall wasn't the greatest though.
Dear Gerald, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review your situation firsthand. Please know we sincerely regret the outcome of your service request for the pool equipment that was not covered by the OneGuard contract, due to the breakdown that did not result from normal wear-and-tear conditions. Please be assured OneGuard has always acted in good faith in our efforts to serve you and within the parameters of the contract.
On January 18, 2018, Customer Care created a service request on your behalf for the pool equipment that was leaking. The service technician from OneGuard’s network of contractors advised the pump showed evidence of a long-term leak. Due to the leak, water could not flow through the system as it should, and the impeller melted onto the seal plate from the system running dry.
Please refer to the section and item number listed below for specific verbiage:
A. COVERAGE OVERVIEW1. In accordance with the terms and conditions of this residential service contract ("contract"), OneGuard Home Warranties will repair or replace contract holder's selected covered items so long as they: b. Become inoperative from normal wear and tear after the effective date of this contract.
G. LIMITATIONS OF LIABILITYThis contract is intended to cover the costs to repair or replace contract holder’s covered home systems and appliances when they fail due to normal wear-and-tear; however, coverage is not all inclusive. There may be situations in which 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 contract holder to determine the best course of action to reasonably minimize out-of-pocket costs.
Please note the Account Executive that services your realtor has covered the trade service fee associated with your request as a gesture of goodwill. Thank you again for allowing OneGuard the opportunity to provide you with this additional explanation. We sincerely hope it helps. OneGuard Home Warranties
Reviewed Jan. 30, 2018
When I bought my house, the seller was going to pay for the warranty. I asked who everybody was going with and I got the home warranty from OneGuard. When I submit a claim, I would call them and their reps have been courteous and helpful. They would give me somebody to come out and do whatever needs to be done. Some of the things that I called about were not covered on that type of warranty. But otherwise, I’ve had good dealings with the contractors and the work has been satisfactory.
Dear Jo, Thank you so much for the five star review and such positive feedback regarding your service experiences with OneGuard Home Warranties! Your satisfaction and peace of mind is our number one priority, and we appreciate the opportunity to assist you with all your home warranty and home services needs, and also explain coverage. 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 Customer Relations
Reviewed Jan. 29, 2018
We bought the house in May 2016 and some time in February, the washing machine started acting crazy and making really loud noises. I thought there was something wrong with the thing, which was probably 13 years old so we thought we would try OneGuard. The rep was real sweet on the phone and the repair guy came out the very second day. He looked at it and we were charged $62. He told us that he would recommend that we get a new washing machine and that OneGuard would call us on the phone. But something happened from the time that he said that and I kept calling the place to let them know what was going on but they never called.
We would call and call and the phone kept ringing and ringing. We would go on the waitlist and sit on the phone. One time, we waited 25 minutes on the phone. I talked to my neighbor next door who was in real estate and I said that OneGuard had crappy service. Then I got a call from OneGuard, which was weird. I don’t know if she said something to somebody but Trilogy must have OneGuard.
I picked the washing machine I wanted and that was the one they gave me. But when they came to install it, there was a problem with the piping behind it so I had to pay a little extra to get it in. So we settled on that. It was a three-week process and although that experience was not good, our other experience with OneGuard was excellent. We got down here in October and the heater stopped working. In Arizona, we need it a little bit in the morning so we called. The guy came out, looked at it, and said that we needed something replaced on the heating thing. It took him about four days to get it here then he put it in and it worked. We only had to pay $69 for the service call and nothing else.
When we had an opportunity to renew OneGuard, we talked to a lot of people here in Trilogy. OneGuard raised the cost quite a bit but we were still afraid not to have the warranty. In Arizona, one would need air conditioning and it can be very expensive to replace down here. Plus this is like our second home so we decided to renew. But if we have the opportunity to renew the warranty again, I hope they don’t raise the price on us again.
Dear Beverly, Thank you for the review and providing important feedback regarding your service experiences with OneGuard Home Warranties. We take your comments seriously as it helps us in our constant quest to improve the service level we provide. Our top priority is to exceed your expectations and we sincerely regret your frustration, and the additional expense incurred for the piping when the washer was replaced. Our records show the service request was created on April 14, 2017, and the contractor was dispatched to the home on April 25, recommending replacement of the unit. On April 26, our Fulfillment division extended a replacement offer and on May 1, you called OneGuard advising you accepted the offer. There are times when we experience high call volumes. However, the phone should not continually ring with no answer and your call is placed in the queue for the next available representative to offer their personal assistance to you. In addition, OneGuard offers an online chat feature to help avoid hold times, you can access by visiting www.oneguardhomewarranty.com. Thank you also for providing positive feedback regarding your service experience for the heating system. We are happy to hear swift positive resolution was achieved on your behalf. Please know we truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 28, 2018
Our realtor was offering the OneGuard home warranty when we were purchasing our home and it was something that the seller was going to pay for so we all picked to go ahead and select it. We've only submitted two claims this whole time. On the first time we moved in and that was easy. I went in online and did it myself. It was really nice because they guide you step by step. There was a problem with the company that did it and they ended up canceling it. But OneGuard fixed it right away and sent someone over immediately. The contractor who actually came out was really good, very helpful and nice. They explained and showed me everything they did. It was the first time we had called someone out so I was watching. They also answered all my questions, gave us advice and told us what to look for. So it was really a good experience for the first time homeowner.
The second claim was for our heater. We wanted to get it serviced to make sure everything was working fine. Everything has been smooth with OneGuard so far and I definitely recommend them. They've been very responsive, fast and user-friendly. It's easy to do anything that you want to do online and if you have questions, they always tell you to just call them if you don't know what to do next.
Dear Mariam, Thank you so much for the 5 star review and positive testimony regarding your experiences using OneGuard online to create your service requests! Our priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this has worked for you, as well as your positive interactions with our phone representatives and service contractors. We also appreciate the opportunity to help when you are in need of additional assistance with any of your service requests. On behalf of the entire OneGuard team, thank you again! We truly value your business and recommendations, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 25, 2018
I've been a customer with One Guard for 7 years now. They have always honored what's been stated in the contract. Additionally, the contract is clear as to what they cover. I'd say that almost all contractors that they've sent over have done a great job. In every instance where I had a preferred contractor, they've accommodated. They have an online claims service that's intuitive and every time I've called the Customer Service has been great. Some years I think of canceling just due to cost trade-offs but sure enough shortly thereafter, I'll need them for something. Also, since the contractors are working with a home warranty no worry of upsells, overcharging and the work from the contractors through One Guard is warrantied for a short time after repair.
Dear Ferdie, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star rating and such positive testimony regarding your service experiences over the last seven years! Our top priority is your satisfaction with all your home warranty and home services needs, and we appreciate the opportunity. Please know we truly value your continued long-term business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Jan. 23, 2018
I had a roof inspection and the guy noticed that my air-conditioning unit was leaking rusty water. He said over time that would damage the finishing on the roof so I called OneGuard. Their reps were courteous but weren’t overly friendly and was business-like. The contract only covers the air-conditioning if it's not working. But it was working fine except for the leak so I ended up buying a new unit. I was disappointed because I thought when it said home warranty and major appliances, it was a complete coverage. This is my first time to ever have a home warranty. The contract just said that the air conditioner is covered but they didn’t go into the detail of it and it wasn’t brought to my attention. My annual contract with them expires June of this year and before I would renew with them, I would have to get everything including all the fine print.
Dear Alexis, Thank you for bringing this information to our attention. Please know our top priority is your satisfaction and we sincerely regret your frustration with how the contract works. Please note the OneGuard contract is intended to cover the cost to repair or replace covered home systems and appliances when they fail from normal wear-and-tear. In your situation, the unit was likely leaking from the condensate line. However, no malfunctions were present with the system. If you have additional questions regarding coverage, we are happy to offer you our personal assistance 24/7, 365 days a year at 888.896.0014. Thank you again for your time and consideration. OneGuard Home Warranties
Reviewed Jan. 20, 2018
We bought our home and OneGuard was a package that came with it. We liked OneGuard so we stayed with them. It was easy submitting a claim with them. We called and the reps were courteous and able to answer all of our questions, a good experience indeed. The contractor they sent was excellent as well. We didn't have a problem with either of them. We like the job they did in a timely manner. The quality of their work is always top of the line, on time and no delays. They did a good job and we enjoyed having them. Some people complain about their home warranty, but we don’t. It’s been a blessing indeed. We have recommended OneGuard.
Dear Linda, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and recommendation, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 19, 2018
Submitting claims online to OneGuard is really easy. The site is user-friendly. The only thing I don't like is that the delay is at least a week. When the service people come out, they have to first take a look at the issue then report it back to OneGuard. Then OneGuard has to okay. When my water heater went out, I called in and they took at least a week to get that fixed. My air-conditioner went out, it took at least a week. But everything else is perfect. If they could get things repaired on the first visit that would be nice.
I don't mind paying for the service since I have used the benefits so far. When my air-conditioner's motor went out, it cost almost $1,200 to have it repaired. They didn't tell me that they don't fix this or that. They repaired everything that they said they are responsible for repairing. Other than with the delays, I'm really satisfied with their service. Their technicians do good work. Everything they have fixed has remained fixed.
Dear Craig, Thank you for the review and providing important feedback regarding your experiences using OneGuard online to create your service requests. Please know we take your comments seriously as it helps us in our constant quest to improve the service level we provide. Our goal is to complete repairs on the first visit, although sometimes we may need to order parts that are required to complete your repairs, and we sincerely regret the timeframe involved. We also appreciate your positive testimony and the value you have found in your OneGuard warranty, and satisfaction with service. On behalf of the entire OneGuard team, thank you again. We truly value your continued business over the last six years and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 18, 2018
When I bought my house, OneGuard was offered to me as part of the package. It was a one-year deal, and they've actually been very good. I submitted three claims for the air-conditioning because it's an old unit and they got somebody out immediately. And then when I had a challenge with my water heater, again, they came right out and it was fixed. All the contractors have been good. Every time I call, somebody different would come up but they were all very competent, nice, kept to task and got the job done. They've treated me really good and that's why I'm sticking with them.
Dear Kevin, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star rating and testimony regarding your service experiences! Our top priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback. Please know we truly value your continued business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Jan. 17, 2018
I don't often write reviews and if I do it's usually because I had a really good experience. When I have a bad experience I usually just let it go and don't use the company anymore. However, having had multiple bad experiences with OneGuard I felt it was appropriate to share. Judging from the unflattering reviews on this website and other websites I can see I'm not alone.
I purchased a house in October with a 15 year old pool. I thought it would be a good idea to have a warranty on the pool equipment considering its age. I have my pool serviced weekly and the Tech noticed that my pump had stopped working. I checked to see that the pump was part of what was covered by the warranty and it was. I filed a claim. When I did not hear back from the subcontractor I called them directly. They apologized and said OneGuard's emails go to their spam and it wasn't their fault but the fault of OneGuard. I don't really know how that could be but no big deal. They did get me scheduled that same day which I appreciated. I was at work when they came and so I was not able to ask questions. When I left work I was surprised not to get a call with an update. I left a message and received no response. This happened on a Friday so I had to wait until Monday for the update, or so I thought.
On Monday, with still no return call I called the subcontractor who told me that the pump would not be covered because it shorted out in the rain because it was located under the eave. We had a mild rain a few days prior. I questioned this because as I mentioned the pool equipment is 15 years old and although I am not the original owner I presume that in this 15 year period it must have rained before with the equipment being in the same location with no damage. I believe pools and their equipment are designed to be outdoors in all weather... call me crazy!
The person who I spoke to began to get belligerent as I asked questions to try to better understand and so I hung up on him and called OneGuard. OneGuard told me that the sub-contractor was not supposed to update me on any of the findings. I thought that was odd because had I been home and standing there would they have not spoken to me? Given me the silent treatment? However, OneGuard said that they would stand by their subcontractor. I told them that it was more likely that 15 year old equipment failed due to age rather than rain which it's been exposed to for years. I asked what their proof was and they told me they were told by the subcontractor that it was likely that ALL of equipment shorted out at the same time in the rain, both pumps and the timer! This was their proof that the rain did it. This was the first time I heard that all of my equipment was damaged!! (Which turns out not to be true... stay tuned).
I asked for a second opinion and was told I would have to pay another service fee, which considering how this was going seemed to be a waste of time and money on my part as I am reasonably sure they do not want to for pay it if they can find any kind of out even if that out is all presumptuous. Considering there was no real proof, I felt that they should at least have someone else, at no cost, give an honest second opinion. I should mention that I called OneGuard twice. First time I spoke with a woman that told me that she knew the SubContractor and found it hard to believe that he was belligerent. I guess I'm just a liar. I thought I better call and speak with a Supervisor who turned out to be far less pleasant and basically told me tough luck.
I called the company that regularly services my pool and told them what happened. They came out, tested all of my equipment and everything is working fine with the exception of the pump, the reason this all started in the first place. Nothing else was ever damaged in the "alleged rain attack" and it's far more likely the pump just died of natural causes. In the end it will cost me $309 to have the pump rebuilt. It won't kill me. But this experience has killed my faith and trust in OneGuard. I fail to see the point of having a warranty when without any real proof they can refuse to repair covered items.
I had a very bad experience with them in another home I owned with the A/C unit. It took them over a week and half to get out to fix my A/C. Not really acceptable in the height of summer in Arizona. They told me that the A/C companies were overloaded and they just couldn't do anything. I called 3 separate random companies on my own and all could be out in a few hours. Maybe not enough HVAC Subs on their roster in the summer, when A/Cs break down? Maybe they are hoping you will hire your own out of desperation? I don't know. I have had other small things done through them that worked out as they should have but these larger situations, the ones you really get the warranty for... not good and to have people talk down to you as well. Not cool.
Dear Nicole, Thank you for bringing this information to our attention and allowing OneGuard the opportunity to review the situation firsthand to ensure we have acted within the parameters of the contract. Our top priority is your satisfaction and we sincerely regret your frustration with the outcome of your service request. Please note the contract is intended to cover the costs to repair or replace covered items when they breakdown from normal wear-and-tear. The service contractor that assessed the pool equipment advised both pool motors became non-functional due to water that got inside of them, causing an electrical short, and not considered normal wear-and-tear. However, as a gesture of goodwill and professional courtesy, the OneGuard Account Executive that services your real estate office has offered to return the trade service fee you paid to help offset the expense of the repairs not covered by the contract. We have also reviewed your service request for the air conditioning system. Please know we strive to service our homeowners as quickly as possible and apologize for the delay. Thank you again for allowing OneGuard the opportunity to review this information. We sincerely hope it helps. OneGuard Home Warranties
Reviewed Jan. 16, 2018
Last Saturday morning I went to my kitchen to find water dripping for a light fixture right below my master bathroom. I called OneGuard for emergency service. They told me they had no one available until several days later --- NO EMERGENCY SERVICE CONTRACTORS. I was shocked and disappointed. I used online HomeAdvisor to find someone who would come to service the emergency and paid over $600 out of pocket. I was told that OneGuard does not reimburse. Considering how much I pay each year for the OneGuard Warranty, and my very minimal use this year, I now am thinking of looking for another company who is wise enough to consider their clients' real world needs.
Dear Donna, Thank you for bringing this information to our attention and allowing OneGuard Home Warranties the opportunity to review your situation firsthand to ensure we have acted within the parameters of the OneGuard contract. Our priority is to service you as quickly as possible, and we sincerely regret your frustration. Per the terms of the contract, an emergency is defined as a plumbing failure that causes interior flooding, or any condition that renders the interior of the home uninhabitable. Under normal circumstances, an authorized OneGuard service contractor will contact you within 4 business hours and 48 hours on weekends/holiday to schedule a mutually convenient appointment, during normal business hours, to perform non-emergency service. Additionally, OneGuard does not reimburse for service performed outside of the contract without prior authorization. Please know we truly appreciate your understanding and sincerely hope this information helps. OneGuard Home Warranties
Reviewed Jan. 16, 2018
OneGuard Home Warranty is great for me. I got them since I purchased my house and I renewed with them when it expired. But when I file a claim, the contractors don't come right away. The last time when I called, I set up the service and OneGuard sent me an email, the name of the company, and the contractor. I called the contractor and they said they're going to call me back within the next day but I hadn't heard anything. After two days, I called back and then they sent somebody. I have some claims that they didn't do the way I like, but it's still better than nothing. And their contractors were really helpful and were able to fix whatever problem I was having.
Dear Eltayeb, Thank you so much for the 5 star rating and also providing important feedback regarding your service experiences with OneGuard Home Warranties. Our top priority is our satisfaction and we apologize for the delay with scheduling. Upon receiving your service request, an authorized OneGuard service contractor should contact you within four business hours (48 hours on weekends/holidays) to schedule a mutually convenient appointment, during normal business hours, to perform non-emergency service. Please know our representatives are available to personally assist you 24/7, 365 days a year, and we would be happy to follow up on your behalf to confirm the status of your service request to ensure you receive a phone call for scheduling within allotted timeframes. Thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 12, 2018
We bought a home and we wanted all the systems and appliances covered. We've been with OneGuard for four years now and I usually call them when I have a claim and it has has been fairly easy. Their people have been nice, friendly, and helpful. We haven't had any problems with their contractors too and they cleaned up after themselves. The garage door guy had to come back about four times before he got the problem right. The garage door works now though. We would recommend OneGuard but I'm hoping that when the new policy renews, it's not going to go up like it has in the past.
Dear Mary, On behalf of the entire OneGuard team, thank you so much for the 5 star rating regarding your service experiences over the last four years! Our top priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback. We also appreciate your patience as we worked to successfully repair the garage door, and are always happy to review your options for coverage and pricing upon renewal. Thank you again! Please know we appreciate your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Jan. 11, 2018
First, the only time you can even get close to getting good service is when you leave a one-star rating on Yelp. Second, you either submit a claim online (no charge) and are subjected to their systems HORRIBLE scheduling system (which means you must leave a one-star rating on Yelp in order to have someone reschedule for a more decent time frame) OR you can call them to submit your claim... but that costs extra. Third, the vendors they choose are mostly atrocious. Because of the nature of the home warranty business, THEY are your go-between with the vendor. However, OneGuard never follows up with you and often doesn't follow up with the vendor either. It's rare for OneGuard to return phone calls. IF they deign to "assign you" to one specific person... THAT person rarely to never returns phone calls either.
Dear Andy, Please know our top priority is your satisfaction and we sincerely regret your frustration. Please be assured we have followed up with our trusted contractor on your behalf to ensure the refrigerator repair was successfully completed, and we are always happy to offer our personal assistance if you should need additional help. We also appreciate that you use OneGuard online to create service requests. Please note when you create the request online, it gets dispatched directly to the contractor to arrange scheduling with you, and our goal is to service you as quickly as possible. In addition, a trade service fee is charged each time a service request is created either online or on the phone with Customer Care. Thank you for allowing us the opportunity to provide you with this information. We sincerely hope it helps. OneGuard Home Warranties
Reviewed Jan. 10, 2018
As a Realtor and a client of OneGuard I am always happy to sing the praises of OneGuard. My home has never been in better hands as the service providers are top notch. My clients have had positive experiences as well.
Dear Joani, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star rating and positive testimony regarding your service experiences! Our number one priority is your satisfaction with all your home warranty and home services needs, and we love the feedback. Please know we truly value your continued business and referrals, and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Jan. 8, 2018
I love being able to go online and report a problem... It’s so easy, I don’t; have to wait on the phone, I can fill out a form at my convenience and generally get a response from a contractor in a very timely manner. The contractors I’ve had have been very professional, friendly, and efficient. Yes, I would recommend One Guard.
Dear Thelma, Thank you so much for the 5 star review regarding your experiences using OneGuard Home Warranties online to create your service requests! Our top priority is your satisfaction, from the initial request for service to the completed repair, and it makes us extremely happy to know how well this has worked for you. On behalf of the entire OneGuard team, thank you again! We truly value your business and recommendation, and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 8, 2018
OneGuard was then ServiceOne when our realtor referred them to us. We were looking into home warranties for added peace of mind. And it’s been good experience submitting claims with them. We just call in and make a request and they're usually out within a couple of days. It’s straightforward. They assign it out to some company I have a contract with and they come out and look at the issue. The reps have been courteous and able to answer my questions. Recently, our garage coil broke and they sent someone out to fix it. And the contractor was very good. They explained what they were doing. They were talkative and friendly, and they fixed it quickly then left. My garage has been back to normal since the repair.
Dear Vince, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with OneGuard Home Warranties over the last eight years! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire OneGuard team, thank you again! We truly value your continued long-term business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 7, 2018
We were going to rent out our house and we wanted to make sure we had a warranty on it for the renters. My husband chose OneGuard for the many things that they cover in the house for the amount of money. Submitting a claim has always been a really easy process, and I used to call in the beginning but now I do it right on their website. Somebody has always called me within 30 minutes to an hour and the techs were out within a couple of days. The reps are really nice and they treat me well on the phone, but it’s usually the company that comes out to do the work that I speak with. The techs have been great, really knowledgeable and concerned about fixing the issue. The job usually goes well, it’s solved, and it’s like a quick in and out thing. I’ve definitely recommended OneGuard to other people before. They’re easy to deal with and they cover a lot of stuff.
Dear Danielle, Thank you so much for the 5 star review regarding your experiences using OneGuard Home Warranties online to create your service requests, as well as your positive interactions over the phone with OneGuard representatives and service contractors! Our top priority is your satisfaction, from the first call for service, to the completed repair, and it makes us extremely happy to know how well the home warranty is working for you with your rental home. Your testimony is exactly what we strive to do, to create a hassle-free experience, and we appreciate the opportunity to help. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 4, 2018
I just switched to OneGuard from another company. Within the 1st month, my spring on the garage door snapped with my car in the garage. I was basically trapped. I called in and the wonderful customer service rep not only sent the request out as an emergency but placed a call as well to ask for me to be made a priority. The company they assigned, reached out immediately and bumped all their calls to take me first. What a wonderful experience! I was made to feel like a valued customer.
Dear Susan, Thank you so much for the five star review regarding your service experience with OneGuard Home Warranties for the garage door! Your situation was extremely important to us, and it is truly our pleasure to help. On behalf of the entire OneGuard team, thank you again! We appreciate your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Jan. 4, 2018
I owned a home and I needed a home warranty. I've had OneGuard for many years now and submitting a claim has always been excellent. The service people they send always do their job. They're always here when they say they're going to be. I continue to have problems with my air conditioning unit just because it's so old. But each time the contractors would come out, they would fix it and it would work. I really like OneGuard. I've had very good service from them and I will continue to keep it.
Dear Lynn, Thank you so much for the five star review and positive testimony regarding your service experiences with OneGuard Home Warranties over the last six years! Our top priority is to provide a level of service that exceeds your expectations, and it is always our pleasure to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Dec. 27, 2017
I called OneGuard before because of our garage door and they said it was for a tune-up. However it didn’t fix the problem. So I went back in and submitted another claim for repair and it was actually the switchboard that had to be repaired. It was fixed but I wasn't happy about having to pay twice for the same thing over the way you put in an issue.
The other issue that I've ever had with them was the sprinkler. I've called but they couldn't find anyone to come out here for the sprinkler. I've had to cancel the claim and we ended up fixing it ourselves. I almost canceled the warranty just because of that. But those were the only issues. OneGuard Home Warranty is reliable. Their reps were always helpful and friendly and know the services and products that I have. The contractors were always courteous and professional. I would definitely recommend them.
Hi Lakeysha, Thank you so much for posting a positive review. We really appreciate it, although it sounds like your experiences could have gone much better. We are sorry to hear your garage door broke down within a week of having a tune-up performed. Please know we truly value your long-term business over the last six years, and we would like to send you a service fee coupon to apply towards a future service request, to help offset the expense of the second fee you paid.
Additionally, we apologize that you did not receive a call from the contractor for the sprinkler system and had to go outside of your home warranty. I am wondering what repairs you had completed and if you still have a have a receipt? If so, would you mind sending it to my attention for review? We have begun using a new contractor in your area that works on sprinkler systems so we should not run into this again.
I can be reached at 888.896.0014 ext 6729, and my e-mail to send your receipt is: s.marquis@oneguardhw.com.
I have left a voice message for you as well. I look forward to hearing back from you. Thank you again! - Samantha
Updated review: Jan. 11, 2018
OneGuard responded to my unfavorable comments and they corrected the situation with no hesitation. They refunded my money entirely.
Original Review: Dec. 20, 2017
When submitting a claim with OneGuard, the wait times are sometimes long. And then, they're also misrepresentative. I had a pest control come out yesterday and under OneGuard's heading, it says they'll take care of mice and spiders for $69. It was not a bad deal so I got it. And when the rep called me to set up an appointment and I told her about the mice, she said they don't do mice and spiders and they can only do one.
When the tech came out, he said for $69, he was going to give me two pieces of mice baits to put out. I can go to a hardware store and get those for like $3. But he said that was the deal. And instead, he sprayed the inside of my house which took five minutes for it to get done. I also had OneGuard do our windows. And the guy was really good at it but it took about a week and a half for him to get here. Overall, everybody has been very friendly and all the contractors have gotten back to me within two days to set up an appointment.
Dear Randall, Thank you for taking the time to speak with Customer Relations today regarding your service experiences. Please know our number one priority is your satisfaction and we sincerely hope that we effectively addressed your concerns. The feedback you provide is extremely important to us and helps improve the service level we provide to our valued homeowners. We are also in the process of reviewing your situation in detail to ensure accuracy. On behalf of the entire OneGuard team, thank you again. We truly appreciate your business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Dec. 16, 2017
Our experience with OneGuard has been quite good. With the exception of a larger-than-expected monthly fee increase a couple of years ago, we don't have any reason to complain. OneGuard has always been prompt, courteous and ready to help whenever we call whether it's for a tune-up, repair or part replacement. They always make sure our preferred contractor is enlisted to help us out. Well worth the monthly cost... as long as any increases are kept reasonable.
Dear Jeff and Kathy, Thank you so much for the positive review regarding your service experiences with OneGuard Home Warranties over the last ten years! Our priority is to provide a level of prompt and courteous service that exceeds your expectations, and it is always our distinct pleasure to assist you with all your home warranty and home services needs. We also appreciate the honest feedback, and your understanding with respect to the increase in the monthly fee a couple years ago. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Dec. 15, 2017
When I submit a claim, I call the OneGuard office and tell them what the problem is, and then they recommend somebody. It typically takes a few days to a week to get somebody out, and that's reasonable. We had a heat pump, so they recommended a company and they came out, and they were excellent. So, when it came time for the next season for the heat pump instead of the AC to be checked, I asked for the same company. That company knows our unit, so it’s for continuity, and OneGuard said, "Absolutely!” The contractors have always been very courteous and they would call back, and they seemed to be on top of everything. I’ve been very pleased with OneGuard Home Warranties.
Dear Mary, Thank you so much for the five star review and providing such positive testimony regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our number one priority, and we appreciate the opportunity to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business over the last four years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Dec. 14, 2017
The company that OneGuard sends out is always on time, professional, and explains everything. If a repair needs to be done, they can usually do it right then just by calling OneGuard and having a ticket issued so they don't have to come back. OneGuard has replaced my water heater and washer. It was great not to have to worry about these things.
Dear Hazel, Thank you so much for the five star review regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to provide you with timely and professional service, and we love the positive feedback. On behalf of the entire OneGuard team, thank you again! We truly value your continued business of 11 years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Dec. 14, 2017
OneGuard Home Warranty was included when I purchased the house. They've done their weekly service and it was simple, and when I had a problem with the heater, they took care of it so it was easy. They took the information and somebody got back in touch with me. The contractors came out and they had to get the parts, and then they came back and repaired the problem.
Dear Edward, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. 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
Reviewed Dec. 12, 2017
My real estate agent gave me three or four options for home warranties. I compared and OneGuard had the best value. I recently submitted a claim to them for a white ballast over my kitchen cabinets and their process was straightforward. They got back to me within 24 to 48 hours. The reps and the contractors were both good and the ballast has been excellent after the repair. OneGuard has been responsive. I'd recommend them.
Dear Craig, Thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire team, thank you for choosing OneGuard! We truly value your continued business and recommendation, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Dec. 9, 2017
OneGuard has been awesome and I like them. I've had them since I first moved here in 2004 and when submitting a claim, all I do is call and make the appointment. OneGuard's people are always reliable, friendly and talented.
Dear Barbara, On behalf of the entire team, thank you so much for providing OneGuard Home Warranties with a 5 star rating and such positive testimony regarding your service experiences! Our number one priority is your satisfaction with all your home warranty and home services needs, and we love the positive feedback. Please know we truly value your continued business and look forward to serving you in the future. Thank you again! OneGuard Home Warranties
Reviewed Dec. 8, 2017
I bought a new property and as part of the agreement, I could pick a home warranty for a year. I picked OneGuard out of five other options. Overall, they offered the most value for the money and they’re strict, but the others were a lot more strict. I have done a couple of claims in the past year and I just called the number, and whoever answered worked up our policy and gave me the script of what was going on. OneGuard has been thorough in understanding what the problem was and very specific in what area of the house. They also scheduled the right contractor to deal with the problem and gave me some options in terms of windows and days for them to come out. Both times, the issues were repaired as expected.
Dear Roland, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Home Warranties
Reviewed Dec. 5, 2017
The people from our previous home warranty provider were rude and the warranty didn't cover what they said they would cover. Plus, they were way too expensive. A friend recommended OneGuard to us and we have them for two years now. We’re sticking with OneGuard. There were two plumbing issues that we’ve submitted and everything went well. I submitted my claim online and their website was easy to navigate. Then, I got a response from them the next day.
We also had air conditioner maintenance but I didn't like the way that the contractor did theirs. They were in and out in five minutes for a maintenance. Then we had problems with our air conditioner again and OneGuard sent out the same company in. I called their reps, complained about the air conditioning people and they understood. But they said it was too late and I couldn't change them because the work order has already been placed. Still, I didn't appreciate those contractors so I'll tell OneGuard that I don't want that company out the next time. So far, the technicians they sent out were great except for those air conditioning people. That aside, I'm satisfied with everything that OneGuard has done.
Dear Cindy, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we truly appreciate the opportunity. We also appreciate the feedback concerning your service experience with the HVAC contractor. Your satisfaction is our top priority and the feedback you provide helps us improve our service level. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Dec. 4, 2017
We didn’t think about having a home warranty but it was a transaction that was included with the purchase of our home. Our realtor sent us three different home warranties to choose from and we chose OneGuard because we liked the cost and it covered a lot. Our warranty started in January. OneGuard has been okay although I wasn’t as happy with it as I wanted to be. I didn’t like that I have to go through a person first. The customer service people were very nice but they’re the gatekeeper whether you can or can’t use the home warranty. That’s annoying to me because we paid $700 and I should be able to use it on just about anything that’s covered.
I had a few things done and the quality of the workmanship was fine. At one point last August, we ended up having a pressure reducing valve put in because the home warranty wouldn’t cover anything and we didn’t have it. I didn’t know why it’s our responsibility to put something wherein the home warranty was supposed to cover the things that were existing in the house when we purchased it. We spent $400 to have the valve put in and that was the last go around with OneGuard. Our warranty is good until January. So, when we purchased a new home, we decided not to go with OneGuard.
Dear Monica, Thank you for the review regarding your service experiences with OneGuard Home Warranties. Please know we truly value your business and honest feedback, and appreciate your understanding with respect to coverage. Our top priority is your satisfaction and it pleases us to know you received fine quality workmanship on your service requests for the cooktop, oven, dishwasher, electrical system, faucets, toilet, and plumbing system. For additional convenience, you can also create online service requests through www.oneguardhomewarranties.com. On behalf of the entire OneGuard team, thank you again! We sincerely hope to have the opportunity to service you in the future. OneGuard Customer Relations
Reviewed Dec. 1, 2017
This incident involved one of the two automatic garage door openers breaking. With a call to OneGuard the process to repair the door was underway. Within 24-hours the problem was gone! It is remarkable, this day-in-age, to find such reliability and responsiveness. Thankfully OneGuard is that kind of firm.
Dear Kenneth, Thank you so much for sharing such a fantastic review regarding your recent service experience with OneGuard Home Warranties! Our top priority is to provide a level of service that always exceeds your expectations, with the very best coverage when faced with unexpected household breakdowns, and it was truly our pleasure to ensure your garage door opener repairs were taken care of promptly, professionally, and to your satisfaction. This is exactly what we strive to accomplish as your home warranty provider. On behalf of the entire OneGuard team, thank you again! We sincerely appreciate your business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 27, 2017
I was online the first time I submitted a claim and it was very easy. I also submitted another claim for a water heater, but when I tried to use the credit card with it, it wouldn’t take my information. I had to call and talk to one of their reps at the office and she helped me get everything squared away. They're very helpful. So far, we had someone look at the garage door opener. We also had some guys look at the electrical, some sockets and plug in the walls, and both guys were great.
This last guy, Bobby with Infinity Plumbing, was also excellent. When they installed the water heater, I was at work and my wife was sick so I gave him this phone which I always have as a contact number. They called me and said they were at the house, and I told them to give me a minute. When I called, my wife said they started on the hot water heater and were draining it. I called back after around an hour and my wife said they were done. They did a great job and I was shocked that they got it done fast. On another note, my contract ends on December 26th I asked the rep how much it is to renew and she told me around $658. However, I got a mail saying my contract was about to expire and I should renew it before December for $744. Other than that, everything is easy with OneGuard and I’m amazed with how much they do for us.
Dear David, Thank you so much for providing OneGuard Home Warranties with a 5 star review regarding your service experiences with our representatives and contractors! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. We are also available 24/7, 365 days a year and happy to help if you ever need additional assistance, or to answer questions regarding coverage and pricing. 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 Customer Relations
Reviewed Nov. 26, 2017
I love how easy it is to submit a claim. I love that I can do it online. It’s just easier for me to do that way and I don’t have to talk to a person to confirm stuff. I could do it in increment and come back to it. That was really great. The only thing is I have to click through all the different services to see where I fit.
Their website is a little confusing for a first-time user but it was good the second time. The reps were also knowledgeable and very friendly when I called them. The phone call was quick and to the point, and my issue was taken care of right away. I’ve utilized OneGuard three times. Once for a pest control, once for plumbing, and once for a garage door opener. The contractors for all three of them were very professional. From the scheduling and notifying, they’ll text me to remind me of the appointment and even sending messages such as, “We are on our way” which was really nice. It was a very pleasant experience oftentimes and I’m really happy with OneGuard. I’m so grateful that I have the service through them and I will definitely try to do the extension with my annual membership or I’d like to continue with it once it’s over because it’s been a Godsend.
Dear Mariela, Thank you so much for the 5 star review regarding your experiences using OneGuard online to create service requests, and also your interactions with our friendly and knowledgeable representatives and contractors! Our top priority is your satisfaction and to make the process hassle free, and it makes us extremely happy to know how well this works for you. 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 Customer Relations
Reviewed Nov. 24, 2017
I have heard good things about OneGuard Home Warranties. They came recommended by my realtor and so I went with them. I’ve submitted my claims to them over the phone and their reps have been very helpful. They’re very prompt and they have a good attitude towards the client. If one of the tradesmen can’t do it they will try to find somebody else. And the work people that came have been very pleasant as well. So far, my needs have been met at the proper time when requested. I have a wonderful relationship with OneGuard and I would highly recommend them.
Dear Traudl, On behalf of the entire team, thank you so much for the 5 stars and rave review regarding your service experiences with OneGuard Home Warranties! Our top priority is to provide you with the most comprehensive coverage in the industry with prompt, professional service that exceeds your expectations, and we love the positive feedback and value you have found with your OneGuard warranty. This is exactly what we strive to accomplish. Thank you again! We truly appreciate your business and recommendation, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 23, 2017
I had a choice of three home warranty providers but I looked at what they offered and OneGuard seemed to be the best. I’ve had them for long time and they're great. They always come through with a good professional. The professional calls me and I setup a time to meet with them and get the work done. We’ve had two things replaced – a garbage disposal and microwave, and all I paid was $69.
Additionally, it's easy submitting a claim. I always call and they answer right away. They are very courteous and they have all the answers. They’re very good. When there’s a problem they always explain about the claims that you put in. They explain in details about how it’s going to work and who’s going to come out. They make sure you know all the information that you need to know. OneGuard gives me a safe feeling. They have fulfilled all that they have to do as a business. I have a feeling of security having OneGuard to back me up for any appliances or anything that’s covered under the policy if something happens.
Dear Loreen, Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive feedback regarding your service experiences! Our top priority is to provide a level of service that exceeds your expectations and your testimony and value you find with your home warranty regarding the professionalism and support you receive, is everything we strive for. On behalf of the entire OneGuard team, thank you again! We truly appreciate your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 22, 2017
When we came here, the home has OneGuard as its home warranty. We’re happy with it and we kept it renewed. When submitting a claim, it’s very easy. Sometimes I do it online or over the phone but because I never created an account, I usually do it over the phone. There’s a low hold time and their reps were excellent to deal with. They were very knowledgeable, friendly and got the job done right. Every contractor that came had been very efficient. We just had one here today and he did a great job. We had a very good experience with OneGuard.
Dear Joyce, On behalf of the entire team, thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties! Our top priority is your satisfaction and your testimony is exactly what we strive to for, to provide a positive, quality-driven customer experience from the first call for service to the completed repair. Please know we truly value your continued business over the last three years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 20, 2017
I’ve always have a live person to talk to, no endless computer generated answering service, transferring the calls & passing the buck with no results. Always friendly, efficient and quality people answering the calls and booking quality services when I’ve requested help about any issue. I wouldn’t have any other home warranty, we’ve been with One Guard now for over 12 years.
Dear Yvonne, Thank you so much for the 5 star review and sharing such positive testimony regarding your service experiences with OneGuard Home Warranties! Our focus is to deliver the best coverage in the industry, and provide you with friendly, efficient customer care and prompt service. On behalf of the entire OneGuard team, thank you again! We truly value your continued business of 12 years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 20, 2017
When I bought my house, I needed a home warranty company and my realtor got me One Guard. They sent me a locksmith and carpet cleaners within 48 hours. One Guard stood out from all the other home warranty companies I've ever dealt with!
Dear Mitch, Thank you so much for the glowing review and 5 star rating regarding your service experiences with OneGuard Home Warranties! It is always our most distinct pleasure to assist you with all your home warranty and home services needs. We are pleased you have taken advantage of some of our many service offerings, including the re-key service, carpet cleaning, and tune-ups for your air conditioner and heater! One of the biggest compliments we can receive is your recommendation, and we truly appreciate it. On behalf of the entire team, thank you for choosing OneGuard and also recently renewing your warranty. We look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 20, 2017
When I bought the house, the seller got the warranty as part of the deal and our realtor picked OneGuard Home Warranty for us. I submitted a claim to them and on both times they’ve been efficient. The claims were for the water heater and the other one was for HVAC. Their claims reps were polite and professional. They got to a point and knew what they were doing. They sent out contractors as soon as possible and the people that they sent were real pros. The contractors have been courteous and did a clean job. They have been good companies. I’ve been recommending OneGuard to my friends and it’s a great idea to have it especially when one has an older home. It's a good backup and I've been passing the word around. They are a great company and it's been a very positive experience.
Dear Paul, Thank you so much for the 5 star review and testimony regarding your recent service experiences with OneGuard Home Warranties, our polite representatives, and professional contractors! Our top priority is your satisfaction and we truly appreciate the opportunity to assist you with all your home warranty and home services needs, and we love the positive feedback. On behalf of the entire OneGuard team, thank you again! We truly value your business and recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 17, 2017
OneGuard Home Warranty has extended warranty for new construction. It covers years starting number two to five and so I thought that was a particularly good deal. Submitting a claim has been very easy. We call them, pay the deductible and then the subcontractor calls us immediately to schedule an appointment. Working with their reps and subcontractors have been very good. They recently did a tune up on our HVAC unit and it went speedily. They were very courteous and kind.
Dear Socorro, Thank you so much for the five star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Our top priority is to provide a level of service that exceeds your expectations, and it is always our pleasure to assist you with all your home warranty and home services needs, such as the HVAC tune up. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 16, 2017
We had a refrigerator failure at our income property. For the single service charge, OneGuard arranged three times for service personnel to repair the refrigerator, each time with short term success and finally OneGuard replaced the refrigerator with a new one of equal quality. We and the renters were very satisfied with OneGuard's efforts to solve the problem and with their no hassles offer to replace the appliance.
Dear Robert, Thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties! Our top priority is to always provide our valued homeowners with peace of mind and exceptional service, and we truly appreciate your patience while we worked to achieve positive resolution for you and your tenant. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Nov. 14, 2017
I submitted a claim online to OneGuard for an AC service and it was my first time working with them. The contractors they sent out came but they weren't able to do it right the first time. They couldn't get it out until Monday to fix it so we didn't have AC over the weekend.
Dear Jorge, Thank you for the positive review regarding your recent service experience with OneGuard Home Warranties! Please know your satisfaction is our top priority and we sincerely regret the timeframe involved for the air condition repair to be completed. The service technician advised OneGuard he had to wait for the unit to thaw out before he could perform a thorough assessment, and we appreciate your understanding and patience throughout as he worked to restore cooling to your home. 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 Customer Relations
Reviewed Oct. 26, 2017
We are still going through our recent ordeal with One Guard for our A/C in Phoenix, AZ. To sum up, we should have received a phone call to approve out of pocket costs on a Thursday from One Guard. The phone call did not occur, nor did it come Friday, so I called Friday afternoon. They approved the out of pocket costs of $1150 at that time, and said they would get the order placed for the parts necessary that day. This is for a home in a suburb of Phoenix, during a historic October heat wave, the house reaching temperatures of 90 degrees inside, with only the one A/C unit, for a family who has been faithfully paying customers for three years, with three children 3 years of age or less, including a 2 week-old newborn and postpartum mother.
The weekend passed with no word, and my wife called Monday to ensure we would get our repair completed. The parts had not yet been ordered and my wife was instructed they would be ordered and in by Wednesday or Thursday. After waiting two days, with my wife and children having stayed with friends and family for a few nights now, and also fearing nothing would get done without hand-holding, we called to get a status update, only to be told the ball had been dropped and the parts had not been ordered. That was yesterday. We continue to sweat like crazy, undergoing significant inconvenience not only for ourselves but also our small children and friends and family upon whose hospitality we have had to intrude.
In the last 24 hours, my wife has written and faxed a letter, and we both called to speak with customer service yesterday. I requested a call back from a manager and gave my phone number, and was told I would get a call late yesterday afternoon after an "internal training." I did not receive said call. Instead, a Team Lead, rather than a manager, called my wife this morning and was flatly rude to her. I called and happened to get the same team lead, named Josh.
As someone who worked in exactly the same role for a telecommunications company years ago, I can say with considerable experience and expertise that he was the most frightfully unfriendly and rude customer service supervisor I have ever heard over the phone. He advised me that he was actually in the authorizations department, not the customer service department. I requested to speak to his manager and was flatly denied. I requested to speak to someone in customer care and was denied a transfer.
Early in the conversation he had stated that he could have someone call me back. When I requested this route of service near the end of the conversation, I was flatly denied. I was told in no uncertain terms that the "glitch" that caused our order not to be processed was our problem, and no amount of inconvenience or discomfort on our part would change the fact that everything we've had to go through was not worth a subsidy of any kind from One Guard, who is clearly the party at fault and the reason for our delay. While we were soured about the internal level of service prior to the interaction, the over-the-top, in-your-face, historically rude conversation I had with Josh was what prompted me to leave this and other similar reviews on other sites. I am shocked and appalled that we have been treated in this way, and we will undoubtedly be taking our business elsewhere. Please do not use One Guard. You will regret it.
Dear Robert, Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review your situation firsthand, and also being so receptive to Kelly's phone calls and efforts of assistance. Please know our top priority is customer satisfaction and we sincerely regret the frustration you and your family experienced with your service request for the air conditioning. The delay in obtaining parts to complete repairs was an internal error that we are actively addressing to avoid this from happening in the future. In addition, we have shared your concerns with management regarding your conversation with our Authorizations representative, and we are in the process of providing additional coaching. Thank you again for bringing this information to our attention and your continued patience as we worked through this on your behalf. OneGuard Customer Relations
Reviewed Oct. 26, 2017
Replace water heater - OneGuard had Jamco Plumbing do this work order- and like the other work orders it was handled professionally, very promptly and to our complete satisfaction. We are very happy with OneGuard and can recommend them with confidence.
Dear Cliff, Thank you for the rave review and 5 star rating regarding your service experience with OneGuard and Jamco Plumbing! Our goal is to provide stellar customer service, and contractors that provide prompt and professional service that is hassle free and exceeds your expectations. We are so glad this was your experience when your water heater began to leak and required replacement. Please know it is always our distinct pleasure to assist you with all of your home warranty and home service needs. We truly value your continued business and your referrals, and we look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 26, 2017
Have used for over 6 years and have recommended to two friends that also now are w/ OneGuard. Superior repair services on everything! The best part is the rapid response time when a service is needed. I have used for appliance repair, garage door, AC, water heater, garbage disposal, etc. l like the fact that they are based locally.
Dear Diana, Thank you so much for the 5 star rating and positive review regarding your service experiences with OneGuard over the past 6 years! Our top priority is your satisfaction, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Knowledgeable and friendly technicians that provide prompt service is exactly what we strive for! We truly appreciate your continued business and we look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 25, 2017
We have had One Guard for 2 1/2 years. We always get prompt service when we make a request. The majority of the service people are knowledgeable and friendly With one exception. I have not felt the service provider was trying to sell something we did need.
Dear Robert, Thank you so much for the 5 star rating and positive review regarding your service experiences with OneGuard! Our top priority is your satisfaction, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Knowledgeable and friendly technicians that provide prompt service is exactly what we strive for! We truly appreciate your continued business and we look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 25, 2017
I called in a repair on my hot water heater that was leaking. The next day the repair person diagnose the problem which was replacing the hot water heater in one day. That is excellent service to get this repair in one day after calling. There was no problem with OneGuard. I would strongly recommend them.
Dear Gregory, Thank you for the rave review and 5 star rating regarding your service experiences with OneGuard Home Warranties! Our goal is to provide exceptional customer service that is hassle free and exceeds your expectations, and we love the positive feedback. Please know it is always our distinct pleasure to assist you with all of your home warranty and home service needs. On behalf of the OneGuard team, thank you again! We truly value your recommendation and your continued business over the last seven years, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 14, 2017
I bought a house and my realtor recommended OneGuard to us. Last year, when I submitted a claim for an air conditioner, I got a reply right away and a contractor assigned to us. Their claims reps were very good, but the contractor that they picked to do the job was not so good. We needed four job orders to get the job done. It was only at the fourth time that they got it done. This time, we placed two orders. The first job was for our AC that was down again. After a week of completion, it's down again. And it's summer, so we had to wait four weeks to get it done. But the second time, they replaced the parts and it's working fine. It has been almost a month and it's okay.
I usually just talk to the person at the frontline but lately, we needed to talk to a manager to get everything running. And the manager was very helpful. She showed that she cares about us. Also, the first year’s fees were reasonable but it went higher on the second year. But despite that, we got used to the service, so we kept it and we were happy with our experience.
Dear Kimvinh, Thank you so much for providing OneGuard Home Warranties with a positive review! Our top priority is your satisfaction with all your home warranty and home services needs, and we truly value the feedback regarding your service experience, and also having the opportunity to help achieve positive resolution for the air conditioning repair. Please know your situation was extremely important to our manager and she was very happy to offer you her personal assistance. On behalf of the entire OneGuard team, thank you again! We appreciate your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 10, 2017
I'm in Texas and it gets freaking hot here so when the AC goes out you want it repaired within 24 hours. If it's a holiday or over the weekend it could be four days before they can get someone out and that's a little frustrating. Submitting a claim with OneGuard was an easy process but I wish we had a quicker turnaround on AC repair. OneGuard's contractors were also not quite as good as someone that I would be calling and paying full price for because I've done both. Their contractor put a bandaid on the AC and it works until it breaks again. I've called the warranty company on some things and I've called just outright repair companies that a bunch of my neighbors use. The repair companies that aren't being paid by OneGuard do a little bit better job.
Dear Joy, Thank you so much for providing OneGuard Home Warranties with a 4 star review! Our top priority is your satisfaction with all your home warranty and home services needs, and we regret the frustration regarding your service experience for the air conditioning system. Please know we strive to ensure all our valued homeowners are serviced as quickly as possible with viable repairs, and we appreciate your patience with timeframes. Please note when determining whether to replace or repair, OneGuard takes into account many factors including the contractor’s diagnosis, cost of the repair, previous OneGuard repair history, and age of the system. We are also here to help answer your questions regarding any of your service requests. On behalf of the entire OneGuard team, thank you again! We truly value your continued long-term business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 9, 2017
We are very happy with OneGuard. Service requests were answered promptly and in a courteous manner. We appreciate their assistance in finding the best and fastest attention to the various issues we've had.
Dear Donna, Thank you so much for the 5 star review and positive testimony regarding your prompt, courteous, and timely service experiences with OneGuard Home Warranties! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business of four years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 9, 2017
OneGuard was a part of my real estate purchase and since they are a very good company I ended up staying with them for two more houses. I do my claims submission over the phone and it is easy. I've never had anybody not be courteous. Everything has always been handled how I would want it to be handled. I only had one company that I had an issue with. When I had a problem with that company I let OneGuard know right away and they immediately got another company out to have that same problem taken care of properly without issue from the technician. I appreciate their customer service and that they really take care of the customer. OneGuard is a good value for the money and I've referred a lot of people to them. Word-of-mouth is biggest compliment somebody could give.
Dear Gina, Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive feedback regarding your service experiences! Our top priority is to provide a level of service that exceeds your expectations, and your testimony and the value you find with your home warranty is everything we strive for. On behalf of the entire OneGuard team, thank you again! We truly appreciate your continued business and recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Oct. 8, 2017
We purchased our home and the OneGuard warranty was part of the deal. Submitting a claim was an easy process and the reps were knowledgeable. However, the contractor had a four-hour window to call us back and I called in at 1:30 but they close at 5:00 so I missed it by 30 minutes. I was frustrated by the fact that I didn't get a call back that same day. But at least, they came the next day. He called me in the morning and came out so I was glad about that.
However, his English was not very good and when he called, it sounded like he was saying he was from AT&T. We didn't have an appointment with AT&T but we have just had some dealings with that company so it was a coincidence. Plus, we were on a cellphone that was going through our car and so, with all that together, it made the call really difficult. Finally, we figured out that he was calling from the AC company, not AT&T. If he had called and said that he was coming from the name of the company instead, we may have understood better. It threw us off because he was calling and we were going out of town. Other than that, the contractor was nice and very good. My father-in-law came to meet him and it took longer for him to write the ticket of it than to fix the air conditioner. I would definitely recommend OneGuard and I have recommended them.
Dear Tammy, On behalf of the entire OneGuard team, thank you so much for the 5 star review! Our top priority is your satisfaction with all your home warranty and home services needs, and we are glad everything worked out with the contractor, and that you received service the following morning. Please know we truly value your continued business of six years and your recommendations, and we look forward to serving you in the future. Thank you again! OneGuard Customer Relations
Reviewed Oct. 4, 2017
I wanted to be covered from unnecessary exposure to expensive fixes around the house and OneGuard had decent ratings. Submitting the claims had been very easy. You can call them up and tell them what's happening or they have an online portal as well. The technicians don’t come over the weekends but anytime you file a claim, OneGuard would call the same day typically and then they'll schedule for the next day. We scheduled on a Friday and then the technician came on a Tuesday. That was smooth.
The only thing that was annoying was that they don't have any form of emergency calls. We were calling about the air conditioning and it was over 100 degrees in Dallas, Texas but they won't come out on an emergency call unless you have both air conditioning units out and it's above 105 degrees. We have two air conditioning units and the smaller unit was working but only in the bedroom and the big AC unit was out. It was 85 degrees in the house every day.
The problem started with the air conditioning not working and the first guy said it was lacking coolant. He added coolant and the unit was supposed to defrost because he thought it was frozen over due to the lack of coolant. He said it should work but it never did so he came back again and by the third visit he said it was a broken evaporator coil which was going to cost me $2,000. At that point, we called for a second opinion but OneGuard didn’t want to send one out so we called our own and paid for it out of pocket. It turned out that the problem was a dirty air conditioning filter and the filters needed to be replaced. What was really shady about the whole thing was that the first guy never checked the units. Both AC techs who came out after the first company said that the first thing you do is check the filter which is basic but the first guy didn’t do that.
When we replaced the filters, it worked for about an hour then, unfortunately, the compressor went into thermal overload and shut off. The technician pointed out that the air conditioning system was not new and there was a very new piece of equipment. Then he asked if anybody had come out and done anything. So, the running theory is that the first guy knew he screwed up somehow and couldn’t keep the compressor going so he tried to put a charger that had some booster on it to keep the compressor running through thermal overload or kick it back on.
It took three more visits from the next guy to come out to be able to balance that out correctly and get it back to normal. It’s working now but it was fraudulent at that point. The first guy may have damaged the compressor, lied about it and then tried to get us to spend $1,500 more. This was all documented too. The third tech who came out had written up the issue in a way that if the compressor fails in any reasonable amount of time, then the first guy damaged the system. It was a really horrible experience. It took seven technicians coming out to fix the air conditioning unit which spanned over three miserable weeks in Texas summer.
Customer service was okay at first when the unit had never been serviced but they became rude on the phone. At one point, I told them that I work from home so I was literally working out of my bed because I didn’t have air conditioning in the house and instead of apologizing and saying they would get somebody out, she proceeded to tell me how the air conditioning went out in the OneGuard office in Phoenix during summer and they were forced to work and that she’s gone through it too. Then when we got in touch with their senior manager who runs the entire call center, I told her about that and she apologized. She said it would violate labor laws if they forced people to work on a 120-degree Phoenix day and that story was completely untrue.
In our experience, OneGuard was misleading and incompetent. It’s not right when you're paying for something and they guarantee it covers something, but they don’t fix the problem immediately and allow someone to sit there for three weeks without air conditioning and argue with them about it. That to me is wrong. We recently filed two more claims with them. We have a plumbing and a dryer claim and the technicians are coming out on Monday and Tuesday. However, we’re already looking to switch.
Dear Sean, Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review your situation firsthand. Please be assured we have always acted in good faith in our efforts to serve you and within the parameters of the OneGuard service agreement, and we sincerely regret the experience. Please know we truly value your business and hope to restore your confidence in OneGuard with your pending service requests. OneGuard Customer Relations
Reviewed Oct. 3, 2017
OneGuard Home Warranties was the realtor's suggestion when we bought our home and submitting claims to them was really simple. You just go online and select whatever item that you have issues with and proceed with the claim. I've had a handful of interactions with the claims representatives and they've all been positive. We're in Texas and we have pretty warm weather. I've had a lot of heating and AC type of stuff but I've been pleased with the contractors they've sent in the past. OneGuard's program also allows me to budget my major home repairs for the items that they cover and I'd recommend them to anybody considering a new or pre-owned home.
Dear Joey, Thank you so much for the 5 star review regarding your experiences using OneGuard online to create your service requests! Our priority is your satisfaction and it makes us extremely happy to know how well this has worked for you, as well as your positive interactions with our representatives. On behalf of the entire OneGuard team, thank you again! We truly value your continued long-term business and recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 30, 2017
My realtor suggested I look into home warranties when I bought this house, and I heard about OneGuard when I first signed up for escrow. They're responsive when I submit a claim over the phone, and the claims reps are pleasant and helpful. Also, most of the contractors they sent out were thorough. OneGuard could have offered higher quality products for replacement items but overall, my experience has been fairly effective and positive.
Dear Eden, Thank you so much for providing OneGuard Home Warranties with a positive review regarding your service experiences over the last nine years! Your satisfaction is our top priority and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please note that OneGuard also offers cash in lieu of replacement or the option to upgrade products, and we are happy to guide you through the process. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 29, 2017
In purchasing our home we were given brochures and different pamphlets from different companies from our realtor to go through and based on the overall stuff that was covered for the price I went with OneGuard. I felt like I was getting more for my money. Our AC went down in July and submitting a claim was an easy process. I found the home very hot when I got home so I went outside and saw the unit wasn't working properly. A one-start capacitor went out which was a minor thing but I called right away. I got a hold of someone there and they processed the work order.
It was a Friday and unfortunately the contractor couldn't be there until Monday. We had a 100-degree weather over the last 12 days and we were expecting to have a weekend with the same type of weather so that was unacceptable plus I had family from New York visiting so it was really hard. I called OneGuard back and I spoke with a lady but we got off on the wrong foot. She made it seem like that was the only company that they used out here so I went back and forth with her. I told her I really needed them to get someone else to come out here or I was going to have to bite the bullet, call an AC company myself and pay out of pocket. So she said, "Look. Before you do that, let me see what I can do."
She headed to her supervisor who came back with her real quick. They offered to put us up in a hotel room for three nights which was a very good gesture but it wasn't going to work for me. The next thing that she did was to reach out to another company out here that said they can make it out that morning and they did. So even though we had our little rough patches there we worked it out and I was very pleased with the outcome.
I even called back to apologize to the lady for coming out wrong in the beginning but she had already left for the day. I left one of her co-workers a note to let her know that I really appreciated everything she did and that it was an awesome experience at the end. The young man who came out was real respectful and nice. He called to tell us he was on his way and got there at the time he said he would. I took him to the back and he did what he had to do. Then he explained to me what was done. Everything turned out well and it was an awesome experience.
Dear John, Thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties! Our top priority is your satisfaction and our service representative appreciated the opportunity to provide you with her personal assistance to help achieve positive resolution for the air conditioning repair. Please know your situation was extremely important to her, and she is thankful that you called back and also posted a positive review. 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 Customer Relations
Reviewed Sept. 28, 2017
When we bought our house, we were told that OneGuard was a good company to use to make sure that we're covered in case something happens. It was very easy submitting a claim and the reps were really nice and courteous. The technicians have been very good too. They've been friendly and courteous as well. I'm very satisfied with OneGuard.
Dear Karin, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! Your satisfaction is our top priority and we appreciate the opportunity to provide you with a hassle free-experience with our service representatives that are courteous and nice. On behalf of the entire OneGuard team, thank you again! We truly value your continued business over the last five years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 27, 2017
I can highly recommend OneGuard as a home warranty purchase. I would rate this, and have rated this company with the highest marks. OneGuard is efficient, trustworthy, competitive, with work completed within a timely manner. I feel better with anything in my home knowing if work is needed (Plumbing/electrical), OneGuard is going to be there for me.
Dear Jo Ann, Wow!! Thank you so much for the 5 star review regarding your efficient, competitive, and timely service experiences with OneGuard Home Warranties! Your satisfaction is our top priority and we love the positive feedback, and your testimony is exactly what we strive to do. Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 27, 2017
I've had a great experience with OneGuard. I usually submit a claim by phone ‘cause I’m usually explaining things. They’re very easy to talk and explain the situation to, and if they can't answer my question, they go find somebody who could. It’s been a few years since I had a problem that wasn’t really taken care of and in the last couple of years, everything’s been fine. They have to make sure that everything’s okay though, like double-checking on everything.
Dear Janet, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties over the last 22 years!! Please know representatives are available 24/7, 365 days a year if you ever need additional assistance with any of your claims, and it is always our most distinct pleasure to offer you our personal attention. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 26, 2017
My air conditioner went out and I called OneGuard Home Warranties. It was very easy to get a hold of them. I called them 9:00 or 10:00 at night, and they got right on it. They had somebody come out and all I paid was $59. It took about a day and a half, but the technician got out here and fixed it in less than 30 minutes. He was very knowledgeable. The people whom I bought the house from bought the policy for me, but I would definitely keep OneGuard Home Warranties. When they sent me the policy, they called me and explained some stuff to me. They've been very easy to deal with and they’ve been very efficient in giving me service.
Dear George, On behalf of the entire OneGuard team, thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties! We really appreciate the feedback and your positive testimony is exactly what we strive to do. Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs and we look forward to serving you in the future. Thank you again! OneGuard Customer Relations
Reviewed Sept. 25, 2017
OneGuard is better than my previous company. I just closed on my house, and on the night I moved in the air conditioning unit went out. I called them and then they called the tech. They didn't have the home inspection on file to see that the air conditioning unit wasn’t on there previously. They stayed with me on the phone for 45 minutes while I tracked down the home inspection and got a copy sent to me. I emailed it over to the claims representative, and he reviewed it. Then he talked to the AC guy who was here and got it all cleared. He gave him permission to go ahead and fix the unit. It was phenomenal and no other warranty company would've done that. They would've just been like, “Oh, find it. Email it to us and we'll call you back.”
The rep was very understanding and compassionate. He wanted to make sure I was taken care of. They even got the tech out here quickly. The tech who came out was excellent and knew what he was doing. He was a little frustrated because, unfortunately, he had a lot of jobs to do for the day. However, he hung in there with me, while we closed the administrative loophole. OneGuard is outstanding and I highly recommend them to everybody who needs a home warranty.
Dear Shawn, Thank you so much for the 5 star review and testimony regarding your recent service experience with OneGuard Home Warranties and our service representative. Your situation was extremely important to him and he appreciated the opportunity to offer his personal assistance, and your positive feedback really made his day. On behalf of the entire OneGuard team, thank you again! We truly value your business and your recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 24, 2017
OneGuard Home Warranties was the home warranty that came when I bought my house 11 years ago. They are incredible and they have a really simple claim process. You can order services online or you call them. I call their 800 number sometimes because I get up really early so I find the problems early in the morning. They answer the phone 24/7 and within 24 hours, the service providers are at my house. More than ever, it’s usually about eight hours wait. The reps I talked to were very friendly, kind and understanding. They wanted to help even if something isn't covered, which is a rare exception. They also get back to me right away and I couldn’t be happier.
About two months ago, my big giant $18,000 refrigerator that I bought 11 years ago stopped working and the freezer just kicked out. I called OneGuard and they had a new refrigerator to me the next day. It was a comparable refrigerator and though it wasn’t the same brand, it was a name brand refrigerator and I had it within 48 hours. I also told them I just had gone grocery shopping and they gave me suggestions how to keep the food okay.
Normally, the technicians that OneGuard sent out were here when they say they're going to be. They are clean, they rectified the problems and they get me what I’m entitled to. I had them here today to fix the leak in my bathroom. I had put new tile down about a year ago and water was seeping out from the underneath the toilet. The contractor said it was probably not going to be covered because they were brand new tiles that were put down and were installed incorrectly. So, they had to get a part and they would come back today. When they came back, they found out that the toilet was installed correctly and something just moved so OneGuard covered it. The contractor even washed the floor and I'm really very impressed with them. I am very discerning and very hard to please. I pay $50 a month and the service charge is $65 so I expect to get something from my money. OneGuard Home Warranties is a caring company and has excellent service.
Dear Linda, Thank you so much for providing OneGuard Home Warranties with a 5 star review and such positive feedback regarding your service experiences over the last eleven years! Our top priority is to provide a level of service that exceeds your expectations, and your testimony and the value you find with your home warranty is everything we strive for. On behalf of the entire OneGuard team, thank you again! We truly appreciate your continued long-term business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 20, 2017
Unfortunately I am very disappointed in my experience with OneGuard. My parents moved recently and purchased a OneGuard policy in the move. We have had to call for a couple issues and although we had to pay $69 for each service call, we never got any service! AC went out in Arizona Summer and they wanted us to wait three days for someone to come look at it (holiday weekend). We became so frustrated with them sending poor service people on fridge, we just bought a new fridge ourselves.
Since they could not get anyone out there on holiday weekend, and I am not going to have my parents and their pets without AC for three plus days, we ended up hiring someone ourselves and OneGuard won't participate in the cost. They don't have to legally under their contract which I get, but at some point doing the right thing for a customer is important!! Now we are stuck because they will force you to arbitration if you complain. You can't sue them. Save your money and do your research! Based on their marketing items, I would have expected a great service arrangement and was going to buy them on my rental homes. It's bittersweet that I now know how they (don't) take care of their customers.
Updated review: Oct. 6, 2017
Ok, so out of the blue yesterday I get a phone call from a rep at OneGuard, even though I gave them 4 stars, perfectly acceptable by anyone's measure, they still wanted to make sure I was taken care of, due to my poor experience on one of my many claims. They have now far outperformed my expectations, in fact, they are one of the rare companies I've dealt with lately that has gone out of their way for customer satisfaction. You definitely don't see this level of customer care these days. Very cool, I have updated my review to 5 stars, and I highly recommend doing business with these folks in the future.
Original Review: Sept. 20, 2017
The title company and my real estate agent strongly recommended that we do a warranty on our new house and OneGuard came with its purchase. I trusted these people for half a million dollars with the purchase of my house and I might as well trust their judgment when it came to recommending a home warranty. Submitting a claim with OneGuard was easy and the communication was very good. I got an e-mail and a text message from each individual contractor that I needed to come out. However, I ended up needing a significant amount of work. When we moved in, both the air conditioners quit and the dishwasher quit as well. A ton of things gave up and it was super frustrating. I’ve got a wife and four kids so I can’t have those things down.
Everything was good but the problem that we had with the dishwasher was that the claim cost me $75 for a $5 part. If I had just done it on my own or called the service out, it would have cost me less. And then both the air conditioners, downstairs and upstairs, went out a week apart from each other. I called on a Friday at 4:30 p.m. and they said that they'd get back to me in two business days to schedule. It was 104 degrees here in Houston and it was 120 after you add in the humidity.
I called them again on Saturday since I haven't heard anything back and then they said that it’s one or two business days, not including weekends. With that said, I would've had to move my family into a hotel if I couldn't get this figured out so I asked them what my options were but they said that I didn't have any options since it is what it is. I ended up paying a guy to come out and fix it. I spent $350 out of pocket for that and it cost me a lot of money that I wasn't expecting to pay. That was a bad experience and enough for me to tell my friends to be very cautious on home warranties.
The communication with OneGuard was absolutely fantastic and I had multiple claims out at one point. I've purchased three homes now and I’ve never had to deal with any kind of home warranty with the other two. The last thing I wanted to do was to deal with some complicated mess to get my things fixed. It was the responsiveness of OneGuard that I had a problem with. If my water heater had gone out, would it be the same deal as what happened with the AC? That would be a poor experience for how much we spent on this warranty and for how much we spend every time we make a phone call.
Dear Kjell, Thank you for the positive review and allowing Customer Relations the opportunity to review your situation firsthand. Please know we truly value your feedback and appreciate your receptiveness to our communications. We sincerely hope we have effectively addressed your concerns and will have the opportunity to serve you in the future. Thank you again for your time and consideration. OneGuard Customer Relations
Reviewed Sept. 19, 2017
I tried three other providers and a couple of experiences convinced me to get back with OneGuard. It's been very good with them and I've been telling people how great OneGuard is. I have filed several claims with them - plumbing, garbage disposal, garage door, water pump, and air conditioning which is the main thing. Having a heart condition, I have to have immediate attention as necessary. And I've never had any problems with the service. They respond very quickly and they send qualified people. It's expensive, but if you want good service, you have to pay for it. I don’t think they have enough people answering the phone though. Sometimes it's hard to get a hold of the reps, but one has got to be patient.
Dear Samuel, Thank you so much for the 5 star review and positive testimony regarding your service experiences with OneGuard Home Warranties! It is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Please know we have hired more representatives to manage our increased call volume and we offer online service requests to help with wait times, too. On behalf of the entire OneGuard team, thank you again! We truly value your continued business of seven years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 18, 2017
I've been with OneGuard Home Warranties for years now. They gave me the best deal. They do a good job when I need them. They are always answering me. I usually do my claims over the internet but when I talk to their claims rep, they understand what I require and who I need to come to my house to have things fixed. The contractors they hire also do a good job in fixing whatever I need fixed. OneGuard sends me the correct people to do the work. OneGuard is great and I'm satisfied with them.
Dear James, Thank you so much for the 5 star review regarding your experiences using OneGuard Home Warranties online to create your service requests! Our top priority is your satisfaction and it makes us extremely happy to know how well this has worked for you, as well as your positive interactions with our representatives and service contractors. On behalf of the entire OneGuard team, thank you again! We truly value your long-term business of six years, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 14, 2017
Generally a good experience. The vast majority of the contractors have been excellent. The bad one gave bad information and an extensively high cost. We called our own second opinion and the problem was fixed for under $50.00. Asked that the vendor not be used again.
Dear David, Thank you so much for your five star review of OneGuard Home Warranties. Our desire is for you to have an exceptional experience from your initial call to customer care through the completion of your repair. We are very pleased that this has been your overall experience the past seven years. On behalf of the entire OneGuard team, thank you for your continued business. We look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 14, 2017
We got OneGuard with our purchase contract. My experience in submitting a claim with them has been fine and the technicians they have sent out have all been good. They've always fixed the problem. However, what has left a bad taste in my mouth is paying the deductible. Twice they came out here and did a simple fix and we paid them $70 dollars each time.
Dear Christiana, Thank you so much for the positive review regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty needs, and we appreciate your understanding regarding the fee that is incurred with each service request. 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 Customer Relations
Reviewed Sept. 13, 2017
I have used One Guard for lock changes and plumbing issues and they were very quick to get my problems taken care of. I highly recommend One Guard not only to my family but also to all of my friends. One Guard has proven to me that they put the customer first?
Dear Darla, Thank you so much for the 5-star review regarding your service experience with OneGuard. Providing you with prompt, professional service, and the very best coverage in the industry is our top priority. We are very pleased to hear this was your experience with the rekey service and plumbing repairs completed at your new home. On behalf of the entire team, thank you for choosing OneGuard as your home warranty provider. We truly appreciate your business and look forward to serving you in the future. OneGuard Customer Relations.
Reviewed Sept. 7, 2017
I was doing research on different warranty companies and somebody recommended OneGuard. When I looked into them, I went ahead and moved forward because their contractual coverage of high-end appliances was much better than most. But they are dialing back. Their contract used to be to replace like with like, but they capped it with a dollar limit now and offer the funds rather than replace the unit. So if my side-by-side Sub-Zero refrigerator goes out and there’s nothing they can do to fix it, they’ll give me $6,000 and tell me to go figure it out on my own. I’m really disappointed in this change to their policy but I have a higher-end home which comes with high-end problems and they've been usually really good about that. Nobody else comes that close, so I’ll stay with them.
Submitting a claim with OneGuard has been very good. I usually use the online tool because I don’t always have time to make phone calls. But when I find something, I put it online right away. Everybody I talked to has been awesome. I used OneGuard many times and I always had good interactions with the contractors, but my biggest frustration with them was that every claim takes at least two or three visits. They could never fix anything in one trip, no matter how minor. They always had to come out and assess the problem, then report back and get approval from OneGuard to do the work. It’s a total waste of my time because I had to take time off work every time and for anybody that works, it’s an issue. Their process is too long but they have been really good about taking care of things. I recommend them to friends all the time.
Dear Eileen, Thank you so much for the 5 star review regarding your service experiences with OneGuard Home Warranties over the last five years! We pride ourselves on providing the most comprehensive coverage and best service in the industry, and we truly appreciate the opportunity to assist you with all your home warranty and home services needs. Thank you also for your understanding with respect to coverage and patience in the situations where the contractor may have to return to complete repairs. Please know we truly value your continued business and recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 5, 2017
I have had numerous things to take care of, but mainly an AC problem that persist. When I submit the claim, OneGuard is always quick to respond and submit the order for repair. I have no major complaints, but I would like for the company to approve a fix instead of putting a band aid on it every time. That being said, they have taken good care of me and I have saved a lot of money. It's a good investment.
Thank you for the 5-star review regarding your experiences with OneGuard. Prompt and professional service is exactly what we strive for with each interaction with our representatives and contractors. Please know, when determining whether to repair or replace a system or appliance OneGuard takes into account many factors, including but not limited to; the contractor’s diagnosis, cost of the repair, previous OneGuard repair history, and age of the system. Based on these factors, in 2016 OneGuard authorized the replacement of both HVAC condenser units at your home. While it is never ideal, at times it is necessary for a contractor to return to the property to make additional repairs. Please know our top priority is to provide a level of service that exceeds your expectations, and we truly regret any frustration this has caused you. We truly appreciate your business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 5, 2017
Had tech out to give blessing on replacing 19 yr old a.c. unit. When I called for result, was told no, won't replace, just repair. Can't repair, with old freon not available. Totally unreasonable. Don't replace ductwork. Mine is original grey. Material was recalled.
Dear Ms. Condos, Thank you for allowing Customer Relations the opportunity to review your situation firsthand and help clarify warranty coverage. Please be assured we have always acted in good faith in our efforts to serve you and within the parameters of the OneGuard service agreement. OneGuard will repair or replace a covered system or appliance when it experiences a mechanical breakdown as a result of normal wear-and-tear. According to the service contractor that assessed the air conditioning system, no mechanical breakdowns were present, and the unit was operating properly within the manufacturer’s specifications. OneGuard does not approve to replace a system or appliance simply due to age or efficiency issues, and ductwork is not a covered item under the service agreement. Please know we truly regret your frustration and sincerely hope this information helps. OneGuard Customer Relations
Reviewed Sept. 4, 2017
When the pool pump goes down in summer, I panic. It can take forever to get a tech. OneGuard's quick call back time and the pool company responded quick. We had a service time for the next day. Our pool was back in order before the green could set in. The garage door spring broke Friday morning. The OneGuard customer service women placed me on hold and called multiple companies to make sure we could service on Saturday. By noon on Saturday, our door was fixed.
Dear Isis, Thank you so much for the 5 star rating regarding your positive service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity to assist you with the pool and garage door opener repair. On behalf the entire OneGuard team, thank you for your continued business. We truly appreciate you and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 4, 2017
We were purchasing a new home and wanted to find a warranty company that would provide us with what we needed. After going online and doing some checking, it turned out that OneGuard was what we had to use. We purchased the add on with a swimming pool. When we got to the house, there were several things that were due and we had some severe issues. Our water heater and the AC unit went and OneGuard came to the rescue. I like talking to a warm body, so I always call and they set up an appointment and the contractor will give me a call to set up a time when they could come. They have my credit card file so they're able to deduct the $69 that I have to pay for each service. It's a pretty good process.
When we first got here and signed up for it, our sprinkler system was part of the standard package but OneGuard decided they're going to start pulling some standard items and I find that hard to understand. If it was good enough to be in the original package, why are theyy taking them out and putting them into the section where I have to pay more as an add on? I can understand the pool being an add on because that could be an expensive process. When I purchased this policy, there was the total replacement of all of the pool hardware like the filtration system. That was my impression and that's how I read it but what surprised me was when I had to have a heater replaced, they only covered $1,000 of that. I had to pay an additional $2,000 out of pocket and that I wasn't too thrilled about.
Maybe I wasn't reading it right but based on the verbiage where it says replacement, that means that they're going to come and replace something if it breaks down. It doesn’t mean that they're only going to pay this much and I'm going to have to pay the rest. They didn't grandfather it in and I have it renewed automatically so, unfortunately, I was caught by surprise and that would make me want to start looking around for another company. There was one situation where the contractor from Nikki's Pool decided he wasn't going to take care of our zone or location anymore. They hired another person that worked in San Antonio, Texas and we live in Austin, Texas which is a two-hour drive away. It was insanity. It became a serious issue with him not following up and not coming to do the work and it took almost two months to get a job done.
After calling every weekend, I got a hold of the person that did the original request and she was very apologetic. Then we got the original guy that used to come out and do all the work and he got had the job done within days. It took him almost a week to get up here because he only comes to the area once a week. That's the only experience that I had that was a little unique but everything else has always been prompt and done within a very short period. The people at OneGuard are very responsive and follow up very well. I recommend the company all the time and some of my neighbors and friends at work have picked up on it, too.
Dear Albert, Thank you for the 5 star rating regarding your service experiences with OneGuard, and also recommending us to your friends and family! Our goal is to provide stellar customer service that is hassle free and exceeds your expectations, and we are so glad this was the case when you experienced problems with the air conditioner and water heater. Please know it is always our distinct pleasure to assist you with all of your home warranty and home service needs. We truly value your continued business over the last five years, and we look forward to serving you in the future. OneGuard Customer Relations
Reviewed Sept. 1, 2017
About a year or two ago, one of OneGuard Home Warranties' representatives came to the door and they explained their product and service. That's how I got hooked up with them. I usually submit a claim online and it has been fairly simple and straightforward. The contractors who have come out have all been very professional and on-time. Also, they've been very knowledgeable and very helpful. They worked well with OneGuard as far as replacing some of the things that we've had and with some of the issues that we've had. They've been good. My wife and I have been very pleased and satisfied with having OneGuard. They've been very cooperative and it's nice having that peace of mind with the warranty especially as a home owner and not getting stuck with some of the high cost items. It's definitely money well-spent that we've invested in our warranty plan.
Thank you very much for sharing such positive and glowing remarks regarding your service experiences with OneGuard Home Warranties. It makes us extremely happy to hear how pleased you are with the level of service and support you and your wife have received. Our top priority is to always provide you with peace of mind and exceptional service when it comes to all your home warranty and home services needs. On behalf of the entire team, thank you for your continued business. We look forward to serving you in the future. OneGuard Customer Relations
Reviewed Aug. 23, 2017
I tried submitting a claim with OneGuard Home Warranties online but it's a ponderous sign up system and it's easier for me to dial the 188 number and sit around and work on the computer while I get to them live. The representatives confirm who I am and ask what my problem is. They try to drill down to see what I'm complaining about or what the problem is, under warranty, tickling with things like air-conditioning because there's a lot of stuff they don't cover. Once that's satisfied, they set me up with someone that's going to call within an hour or two, which happens most of the time. And then they schedule coming to take care of the problem, and then take my money over the phone via the credit card that I have on file.
The contractors take two or three days to come. But when they call, I'm generally not in a hurry so I tell them, "If you can't make it tomorrow, that's fine. There's no big deal. Just give me an approximate time and I'll be at home." They're knowledgeable and professional. I've been pleased with the choice of who they send over. I have some that I request when I have a problem that recurs or in the same area.
However, last year and the early part of this year I came close to quitting because there was a period when I call the 188, they would try to sell me Las Vegas trips, I've slipped and can't get up equipment, all those nonsense. And I could not go through the menu to get to where I'm speaking to a live person and I could not get through a live person. They ended up giving me one after 10 items they're trying to sell me. That happened to me three times. That takes a half an hour to go through at least. And then they give me another number to call, and when I call that it's not a working number. I was about as angry as I've ever been without cursing the next time when I got ahold of somebody. I almost cancelled my contract. The young man I spoke to said there had been a lot of complaints and that they would rectify it, and they have. The selling had quit by the middle of spring this year.
Thank you very much for the four star review regarding your experiences with OneGuard. Your account of the process flow for creating a work order is spot on and exactly what we strive for. If you would like create work orders online we are happy to help you create this account. We have representatives available 24 hours a day, 7 days a week to assist with this and any warranty questions you may have. We truly regret any frustration you experienced when you were contacting OneGuard last year. Please know we worked diligently with the phone company to rectify this situation, and we truly appreciate your patience. Your continued business is very important to us and we look forward to assisting you in the future. OneGuard Customer Relations
Reviewed Aug. 21, 2017
I've had a contract with OneGuard Home Warranty for eight years in two different houses. When we bought our previous house, they were recommended to us by our agent who said they had a good reputation. Also, the seller usually buys one for you. If the claim is a small item, they’re good and I didn’t have problems with them denying small issues. But when it comes to larger items, it's more difficult. A year after we moved in, our air conditioning went out at our previous house. There was a freon leak. It took weeks to get a new one and it was not without complaints. They were not very proactive with doing that. Sometimes, it’s difficult for the contractors they use and they go on the same page with OneGuard even though my rights should not be like that. It should be more open. It took multiple people coming out and multiple phone calls with higher-ups to finally get it approved. Then, it was weeks without air conditioning.
Recently, we bought a house and I even paid for a special HVAC inspection to make sure that the three units were working. One of the air conditioning went out and had to be removed. They found leaks in the system, which no one found on my inspection. The reason why I got an inspection is to have the sellers fix whatever is broken. If somebody had known that it was broken at that time, I would have had it fixed and I would not have agreed to move into the house. They were not covered and I had to pay for it out of pocket for indoor condenser and outdoor coils because they said it was a known pre-existing condition. So, that was expensive and frustrating. The contractors were frustrated with OneGuard because their hands are tied. But they've come back and fixed it.
OneGuard should have paid for it because I don’t know obviously or I would have had the seller buy me a new system. This also took weeks to get it resolved. They asked for things to be submitted and they did not respond. They have gotten big and it's hard to get ahold of somebody. The interactions with the representative I spoke with when I was able to get ahold of them was not good because I was upset. They wanted my inspection, which I had given them. They kept saying they don't have it, although somebody else I had talked to on the phone has already read from it so, I knew they had it. I was submitting it multiple times as the days were going by. Then the guy wanted a receipt that I had paid my inspector. At this point, that has nothing to do with the fact that I don't have air conditioning. I was getting the runaround and I was being pushed back until I break down and buy it myself. It was difficult.
They should give a more detailed contract for people that are doing this through a house-buying situation. You have to dig to figure out all their little stipulations. It needs to be more readily available to people with the contract because what they send is a very short list of what's covered and what's not. But there are a lot of additional items and once you have a problem, it takes a long time. It was a frustrating experience. Right now, my refrigerator and freezer are out of freon. My food has gone bad and they will not do anything about it. They are totally giving me the runaround. My food is spoiling and no one will return my phone calls. I cannot recommend them right now.
Dear Amy, We are very sorry for your dissatisfaction. Please be assured we have analyzed the claim history associated with your new home in its entirety, and have always acted in good faith in our efforts to serve you and within the parameters of the warranty agreement. According to the terms of the service agreement, OneGuard requires that all covered items are in working condition at the start of the home warranty. The air conditioning system was marked as deficient on your home inspection report. The home inspector stated the fins on the condensing unit were deteriorated and falling off, with the recommendation of having the unit inspected by a licensed HVAC professional and making the necessary corrections. The work performed by an HVAC contractor after the inspection did not adequately address the existing problems with the air conditioning system. The technician added five pounds of Freon and did not conduct a leak search to determine the cause of the refrigerant loss, and the claim was not approved by OneGuard due to the pre-existing condition of multiple leaks on the coils of the air conditioning system upon the effective date of the warranty. Please know the kitchen refrigerator claim is currently in process and OneGuard Authorizations is actively communicating with the contractor to ensure repairs are completed. Thank you for allowing Customer Relations the opportunity to provide you with this information. We sincerely hope it helps. Respectfully, OneGuard Customer Relations.
Reviewed Aug. 19, 2017
When we purchased our new home, OneGuard was the company that the sellers chose to offer the benefit through. We had a choice between two providers that the seller was willing to go with. There were a few things in OneGuard’s policy that were attractive and it had a little bit of a leg up on the other company. The claim process is very easy. We can either do it online or over the phone which I prefer because that seems to start things quicker. Their claims reps are very professional and great about getting people out when we need them.
As for the contractors that they've sent, they're fine too. The only thing that is a little confusing is that sometimes they’ll come back and will say that OneGuard isn't paying for something. It would be questionable whether it should be paid under the policy or not. For this specific sprinkler repair, we had to pay him directly. He's honest but it would be easier to see that it isn't a covered service if it was submitted to OneGuard and then denied because there's no paper trail of that for us. Just to have him say he contacted and they're not paying that and to give him a check that same day, it just feels like, “Well, I didn’t see anything that said it wasn’t covered.” The sprinkler seems fine at this point though. We've had some issues off and on with it that were unrelated to each other.
Then with our really old air conditioners, in the time that we've had the home warranty, two major pieces did need to be replaced in one of the units. They're not functioning as good as something newer would be but they’re functional. The only other thing is that there was a hiccup in the billing where got charged two visit fees for AC repair. One for the tune-up and then one for replacing the part. I was surprised by that because they said I owe them $69. These things are system generated and I don't know if it is just a timing issue because we already paid on the phone. Overall though, OneGuard has been good to us. Our experience with them has been helpful and worth the money, and it's a very professional organization.
Dear Deborah, Thank you so much for your generous 5 star review and positive comments regarding your service experience with OneGuard! Our number one priority is to provide a level of service that exceeds your expectations and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Please know we have representatives available 24 hours a day, 7 days a week to assist with all questions about the warranty and coverage. On behalf of the entire OneGuard team, thank you! We appreciate your business and look forwarding to serving you in the future. Warmest Regards, OneGuard Customer Relations
Updated review: Aug. 29, 2017
After using consumer affairs One Guard Home Warranties has done a great job of addressing the issue of resolving the issue with our washer in an agreeable means. Thank you Tina of One Guard for the attention to detail and working to complete this task. Also, thank you to Lisa of One Guard for you assistance. While the issue started out troubling the resolution was satisfactory and agreeable.
Original Review: Aug. 17, 2017
OneGuard selected service provider, Runyon Appliance, came to our home and diagnosed the problem and had to order a part. The part arrived at Runyon the next day but it was a week before they came to install the part, which the technician stated was not functional. The next day I called OneGuard to ask what was happening and OneGuard Representative said the Part for the washer was no longer available and they would have someone from the Fulfillment Department contact us to replace the washer.
When I asked how long this would take I was told they could not tell me, we have been without a washer for 2 weeks at this point. I pressed and was told it would be 3 more work days or 5 calendar days at least before for someone would contact us and then it likely take a week or more to get the washer. Very upsetting as a consumer can go and pick up a washer the same day, but I was told that was not possible unless we wanted to pay for the washer ourselves. The timing and service at OneGuard used to be very good and I have recommended them to several people. No more, their service has declined significantly and I recommend the company be avoided.
Dear Emmett, Thank you for being so receptive to Tina and Lisa's efforts of assistance. Your situation was extremely important to them to ensure positive resolution on your behalf, and they truly appreciated the opportunity. Thank you again for your time and consideration and know we look forward to serving you in the future. OneGuard Customer Relations
Reviewed Aug. 9, 2017
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 OneGuard 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.
Dear Rebecca, Thank you for bringing this information to our attention. Please know we sincerely regret the timeframe involved with the completion of the air conditioner repair and frustration you and your family experienced. Our desire to is always have a system or appliance repaired on the first call, and the leak seal utilized on the initial repair did not effectively resolve the situation. Upon returning to the property, the contractor determined the evaporator coil was leaking. We understand your hesitation and concern with the diagnosis, and it was our pleasure to send a different contractor to perform a second opinion and further assess the unit on your behalf. The second contractor confirmed the diagnosis and OneGuard immediately ordered the parts necessary to complete the repair. We appreciate your patience throughout this repair and look forward to assisting you in the future. OneGuard Customer Relations
Reviewed Aug. 8, 2017
I had someone who has had experience with a particular warranty company help me decide to go with OneGuard since I had no experience with warranty companies ever before. The first time I used OneGuard was the day I signed the papers for the house and got my keys. I put some clothes in the washer and it leaked, gave me a puddle several inches deep, and the dryer would not work either. OneGuard wasn’t sure if they'd cover it since I’d barely bought this house. But the realtor that had encouraged me to use OneGuard talked to them to pay the claim because she said she sent a lot of business their way, and they did and I appreciated it. The dryer just needed a part but the washer had to be replaced. That was a really upsetting day but they've been perfect since then.
Also, I had an experience with my refrigerator that was freezing things, so I paid $69 to have a repairman come and inform me that the ref was just too full, which was a problem because when it froze, it froze the filter, so I had water leaking through the filter. I thought it was something that seriously needed a repairman but he said I just need to replace the filter and move some of the food around so that there’s circulation. So it cost me $69 to have information. The other things that I’ve needed to be repaired have been positive experiences. Sometimes it would cost me the same to call somebody, but I won’t know till they get here and figure out what’s wrong. So I’m reluctant to use them unless I feel like the problem is serious. Overall, their reps have been good and the contractors that I’ve had has been nice and they’re there to help. I have recommended OneGuard to other people.
Dear Ms. Vassiliades, Thank you so much for the five star review of OneGuard! Our top priority is to provide you with the most comprehensive coverage and exceptional service experience in the industry, and we are very pleased we have been able to assist you numerous times over the last two years. Please know it is always our most distinct pleasure to ensure our valued homeowners receive peace of mind when it comes to covering their home's most vital systems and appliances.
On behalf the entire OneGuard team, thank you for your continued business. We truly appreciate you and your recommendation and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed Aug. 7, 2017
OneGuard has always been there for us. Our pump went out in our dishwasher but One Guard was unable to locate a pump because they are obsolete. We have had 3 pumps since owning the dishwasher. One Guard offered to replace the dishwasher at a comparable price. They gave us the option of upgrading, which we did, if we paid the difference. I am very happy with my new dishwasher even though it is not the brand we had before. It is far superior to our other dishwasher.
Dear Caroline, Thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties! Our top priority is to ensure you receive the most comprehensive coverage and prompt professional service to always exceed your expectations, and your testimony is exactly what we strive for as your home warranty provider. On behalf of the entire OneGuard team, thank you again! We sincerely appreciate your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed Aug. 6, 2017
Our air conditioner was not cooling properly. We called OneGuard and had to wait several days for a tech. He walked in and said he did not work on the duct system, looked at nothing and left. Cost us $59 for the service fee. We called back and asked for another visit. We had to wait four days for an appointment. I told him I did not know what the problem was to please inspect the system thoroughly. He told me the problem was with the zoning and our Warranty did not cover zones.
I looked for a company experienced in zones, and called them. They came out the same day. They thoroughly tested our system and they said the problem had nothing to do with the zones that the pressure was not where it needed to be. They fixed it and the air conditioner worked well. To be fair we complained to OneGuard and they reimbursed us the cost of the repair. However, tonight the air conditioner stopped working again. We called OneGuard and it will take several days to get someone out. If we call and pay ourselves a firm will come the same day. See the problem, with home repairs you cannot wait days. Better to not invest in home Warranty and pay out of pocket so you can get service when you need it.
Dear Ms. Sarrico, Thank you for bringing this information to our attention and allowing Customer Relations and the Account Executive that services your realtor the opportunity to review the air conditioning claims firsthand, and offer assistance with repairs that were not covered by the OneGuard service agreement. Please know our top priority is to provide a level of service that exceeds your expectations and we sincerely regret your frustration, and hope you will update your review to reflect our efforts. Our records show you called for service on Saturday evening and the service provider was dispatched to the home on Monday to assess the system. Please note OneGuard offers 24-hour emergency service in the event you are experiencing interior flooding, and all other service orders are usually worked by our contractors during normal business hours. Thank you again for your time and consideration. OneGuard Customer Relations
Reviewed Aug. 3, 2017
My friend with the real estate that helped me get my house recommended OneGuard Home Warranty. When my AC went out not long ago, I asked somebody to come right over. The claims process was really easy and I had a good experience there. The representatives did a good job and were really helpful. The technicians got the AC fixed and it's been looking like a champ since the repair. It's made it pretty cool. I would recommend OneGuard to others. It has worked better than I thought it would and everything went well. It’s worth the money.
Dear Preston, Thank you so much for sharing such positive testimony regarding your recent service experience with OneGuard Home Warranties! Our top priority is to provide a level of service that exceeds your expectations, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. We know you have a choice when it comes to a home warranty and we are extremely grateful you have entrusted OneGuard with your business. On behalf of the entire OneGuard team, thank you again! We truly appreciate your continued business and recommendations, and look forwarding to serving you in the future. OneGuard Customer Relations
Reviewed Aug. 2, 2017
Anybody can get an air conditioner repairman to come out in October, but my claim was in June in Texas and it was a fantastic strep test. I did it over the phone and they answered my question and told me who would actually be servicing and gave me their number. It was quick and professional. I was pretty happy about the fact that I never had to call them and they showed up when they said they were going to.
The contractor called to let me know he was going to be there and I started heading that way. But he started working on the compressor outside before I could get home and by the time I got there, they said they thought they already had it fixed and to just try flipping the switch and see if it works. So, they were there 40 minutes and I was there 10 minutes with them, and it was up and running. With these kinds of situations, the warranty companies are all pretty comparable until you actually have to really use them. I've got five months of experience with OneGuard Home Warranties and they've passed the test so far. I would probably renew with them again as long as the price wasn't that exorbitant. I would also recommend them.
Dear Tommy, Thank you so much for the five star review regarding your recent service experience with OneGuard Home Warranties! Our top priority is to provide you with the most comprehensive coverage and exceptional service experience in the industry, and we love the positive feedback. Please know it is always our distinct pleasure to offer peace of mind when it comes to covering your home's vital systems and appliances and we appreciate the opportunity. On behalf the entire OneGuard team, thank you again! We truly value your business and recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed July 31, 2017
The springs on my garage door broke and when I contacted One Guard, they sent a repair service out within an hour, serviceman was courteous, knowledgeable and efficient. I would recommend One Guard without hesitation.
Dear Barbara, Thank you so much for the positive review regarding your service experience with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Our top priority is your satisfaction and we appreciated the opportunity to assist you when your garage door opener was not operating properly. On behalf of the entire OneGuard team, thank you again! We truly value your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed July 30, 2017
The different commodes and two faucets began leaking over the recent weeks. One guard repaired each complete and even pulled the bowl off one commodes to make sure it was fixed correctly. The tech kept the area clean while and after completing the work. I was able to continue working while he completed repairs.
Dear Paul, Thank you so much for the 5 star review regarding your recent service experience with OneGuard Home Warranties and our plumbing contractor! Professional service from start to finish is exactly what we strive for, and we truly appreciate the positive feedback. On behalf of the entire OneGuard team, thank you for your continued business over the last four years. Please know we look forward to serving you in the future. OneGuard Customer Relations
Reviewed July 29, 2017
We bought a house and closed on it in May and OneGuard Home Warranty is part of it. Our realtor has a special deal with them, so the price per year is less than they normally charge. Also, it's a modified coverage where there's more than what they normally cover. When we moved in, the sprinkler system wasn't working even though the previous owner said it was and the home inspections didn't find that. We submitted a claim with them and they sent somebody out right away and they fixed it. It was super easy to submit a claim online and the contractor they sent out was good. We haven't had any problem since the repair and I would recommend them.
Dear Mr. Mckenzie, Thank you so much for the 5 star rating and such positive testimony regarding your service experience with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we love the feedback. On behalf of the entire team, thank you for choosing OneGuard! We truly value your business and recommendations, and look forward to serving you in the future. OneGuard Customer Relations
Reviewed July 27, 2017
We contacted OneGuard concerning a possible problem with an AC unit. They had a qualified service person at our home the next day. The quick response was important, since we were leaving home for several days. The service man went above and beyond to check out our system and ensure it was functioning properly.
Dear Tom M., Thank you very much for sharing such kind comments regarding your service experience with OneGuard! Our focus is to deliver the best coverage in the industry and to provide you with prompt, professional service whenever you need us. On behalf of the entire OneGuard team, thank you for your continued business over the last 7 years! We truly look forward to assisting you with all your home warranty and home services needs in the future. Warmest regards, OneGuard Customer Relations
Reviewed July 26, 2017
Went out into my garage and discovered water heater was leaking. I sent an email to OneGuard and a plumber was at my house within 45 minutes. He got approval from OneGuard and I had a new water heater that same day.
Dear Jeanne, Thank you so much for the 5 star rating and positive review regarding your service experience with OneGuard and our plumbing contractor! It is always our pleasure to assist you and we love the positive feedback. Prompt and professional service is exactly what we strive for. On behalf of the entire OneGuard team, thank you again! We truly appreciate your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed July 26, 2017
OneGuard Home Warranties was given to me as a housewarming gift by my realty agent. I had submitted a claim with them and their claim process was difficult and ridiculous. They didn't fix anything that was wrong. The pool was turning green because the pump wasn't working. It was sucking air in and wasn't pumping water. It was fine when I moved in, but they said they didn't cover that. They sent somebody out to fix one part that was broken. The guy they sent out didn't fix it right. It blew apart. Then, he fixed it again and then something else went wrong. And they said, "Well, it's not our fault."
The claims rep was non-informative, policy-ridden, and reading books to me on what they don't do. They weren't being solution-oriented. They were basically telling me, "We can't help you with that." So, after I called them a second time, I took care of the problem myself. It's less frustration. I didn't want to get into a pissing match with them so I just spent the money and replaced the entire pump system on the pool at my own cost.
I told my realty agent that I would never recommend those folks again to anybody or give it as a gift to anybody. To me, it was a waste of my realty agent's money. What good is a home warranty when they don't fix anything? They got all these little clauses that tell you if it was working fine when you moved in and now it's not working, that's because you did something wrong. I wouldn't use OneGuard Home Warranties again. I wouldn’t spend the money on it again knowing what it was. I'm not going to renew it.
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review your situation firsthand. Please be assured OneGuard has always acted in good faith and within the parameters of the service agreement, and we sincerely regret the level of frustration you endured with the pool claim. Please know we appreciate your past business. Thank you again. OneGuard Customer Relations
Updated review: Aug. 16, 2017
I would like to update my review. I received a call from Kamila at OneGuard today, she read my review and wanted to discuss my concerns I had with OneGuard. She was very interested in my feedback, and was very sensitive to my needs as a homeowner. She assured me that they take this very seriously, and that's all I really wanted in the first place. I was given her direct line should I have any other issues. Thank you Kamila!
Original Review: July 19, 2017
I have two leaking hose bibs, I called OneGuard. They sent a plumbing contractor, and the contractor told me that access holes would have to be cut into the brick and siding, which would not be covered. The contractor then contacted OneGuard, and was told that the hose bibs were not covered. The plumbing contractor said these hose bibs were frost free and not covered. I called a certified plumber out this morning and he said the hose bibs were not frost free, and access in the brick was sufficient. I call OneGuard back, talked to Josh, and he said one of their agents have out wrong information, the hose bibs are covered. I obviously want to do as little damage to my home as possible, regarding the access holes, but OneGuard told me they would have to go with what their contractor said.
I am very disappointed in OneGuard, I talked to another agent at OneGuard, and she said "Why are you upset?" I told her that since OneGuard gave out misinformation, I had to call another plumber. She told me that was my prerogative, and I didn't have to do that... My hose bibs are leaking very bad, I was told it was not covered by their contractor, what was I supposed to do??? Each time I've called OneGuard I have been on hold approximately 40 minutes. The young lady I spoke to said if I was unhappy with OneGuard I could cancel my policy. I just bought my home, and I paid for a home warranty with OneGuard upfront. I hope nothing else breaks! Not at all happy!
Dear Ms. Fahsholtz, Thank you very much for your kind comments regarding your positive experience working with Kamila! Your concerns were very important to her, and it makes us extremely happy to hear how pleased you are with the level of service and support she provided. Your feedback is very important to us and we appreciate the opportunity to address your concerns. Please know we shared your review with Kamila and it really made her day! On behalf of the entire OneGuard team, thank you again! We sincerely appreciate your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Updated review: Aug. 9, 2017
To my surprise, I received a phone call from Dawn ** at One Guard this afternoon. The company read my review that was published on 7/22/17 and wanted to address my concerns, and I have to say this interaction was much more pleasant and Dawn expressed empathy in the situations I experienced in July.
The company did acknowledge some challenges they've experienced this summer and mentioned the steps they have taken to address those to improve response times and the customers experience.
Dawn expressed concern in my confidence with One Guard after my recent experiences and they have now taken steps to rectify and has extended a goodwill gesture, to allow them the opportunity to earn my confidence back in the future.
Thank you Dawn and the Customer Relations Team for reaching out, I hope the only time we talk in the future is to note my restored confidence.
Original Review: July 18, 2017
We purchased our home in February 2017 and during our home inspection there was nothing out of the ordinary. On June 29th we noticed our AC was blowing hot air, so I turned the unit off and contacted One Guard and I had to wait 4 days for service to come out, all while the temp in the house were in excess of 99 degrees. Fast forward two weeks to July 17, 2017 we came home from work at around 5:30 and was welcomed by a wall of hot air. I immediately contacted One Guard again and they were unable to get my "recall" out the same night, so I contacted the contractor directly they sent out on 07/03/17 and they also were unable.
I decided to get another opinion as it seemed strange to me the unit went out no less than two weeks after being serviced. I contacted Reddi and they were at my house and on the roof within an hour. After their inspection they diagnosed the problem as the Compressor Fan Motor and quoted 600.00 installed and noted in their assessment that the problem could have been prevented and should have been caught in the 07/03/17 service call. I contact One Guard again and notified them of the second opinion's finding and my concern of the work performed by the original contractor. I was told that I was going to have to wait another three days before the original contractor could come out for the "recall" and if I wanted to go with another one of their vendors and I would have to wait another week due to scheduling.
I spent over 5 hours on the phone with several people trying to get someone out in a timely manner and not have to use the questionable contractor, but to no avail. I spoke to Pauletta and wasted 40 minutes of my time trying to assess my A/C situation from her office, from her several years of HVAC experience. At one point, she said "Your health and safety isn't our concern, we are only here to provide cheaper repair prices." It has become apparent the money we spent to hopefully ease our mind has resulted very frustrating, unreliable interactions with the company staff and their contractors. I don't think I have EVER been more disappointed in their unwillingness to help and just pass all the liability and control to their unreliable vendors. BUYERS BEWARE. One Guard is NOT worth it!
Dear Thomas, Thank you for taking the time to speak with Customer Relations and allowing us the opportunity to provide you with our personal assistance. Please know our top priority is to provide you with hassle free service that exceeds your expectations, and we appreciate the feedback and your receptiveness. On behalf of the entire team, thank you again. We truly value your business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed July 18, 2017
DO NOT USE ONEGUARD HOME WARRANTY PLEASE!! IF YOU VALUE YOUR TIME AND LIKE TO HAVE YOUR ISSUES TAKEN SERIOUSLY, look elsewhere. It has taken over a month for them to get my repair done. (It's still not done. I called it in on June 5th 2017.) They sent someone out to do a repair. The contractor leaves saying we will be getting the part and return to finish order in 7-10 business days. Well 7-10 go by and I have not heard anything so I call oneguard and sit on hold for over an hour only to find out that they decided not to accept my repair. No one ever called me to let me know the contractor wasn't coming back so I was just waiting for over a week with no dryer and no clue.
Then the representative says, “Ya know. It seems like it should be covered. I'll put it under review and you should hear from us within 2 days.” I wait a week, hear nothing and decide to call back. 53 minutes of holding and then the woman that answers says that they still have no answer for me but she will look into it personally and she will call me herself on Monday (it was Friday). Well it's been another week and a half and I've heard nothing so I call in again, and the gentleman tells me, “Oh it looks like it hasn't even made it to review. What is a good call back number..." OMG. I gave him my number and explained that I have now been without a dryer for a month and I need answers. I have a newborn and I can't wait forever. He gave me his personal extension if I don't hear from him by Friday... we shall see if I hear anything at all.
Update: I received a call on the 7/13/17 from a direct #. They left a VM saying for me to call back and she would get right back to me. I have now called and left 2 VMs and no response... it’s the 18th... Pretty sure I only got a call because I filed a complaint with the Better Business Bureau. THE BBB STILL HASN'T RECEIVED A RESPONSE FROM THEM EITHER!! I know because the BBB emailed me. I would never recommend this company to anyone. Everyone is nice enough on the phone but it's just to hurry up and get you off the phone so that they don't have to deal with you. If that wasn't the case then one of the now 4 people that said, "I will get back with you personally" would have actually done so.
Dear Brooklyn, Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review your situation firsthand to ensure we have acted within the parameter of the OneGuard agreement. Please know we truly regret the outcome of the claim that was not covered due to the shortage in the dryer that resulted from a power outage which is not considered a normal wear-and-tear breakdown. Please be assured we have responded through BBB. Thank you again for your time and consideration. We look forward to speaking with you. OneGuard Customer Relations
Reviewed July 16, 2017
Car air conditioning went out and because it's the dead of Summer we had to wait two days. But OneGuard offered to put us up in a hotel room for free! And we bought a portable air conditioning unit for $300 and they reimburse us! :-) They paid us back and we got to keep the air conditioning :-) Our home unit got fixed and everything's awesome. Didn't cost us a dime! This is why as a realtor, I pay for every client to have a One Guard warranty. Last year I bought over 35 warranties.
Dear Teresa M., Thank you very much for sharing such positive and glowing remarks regarding your service experience with OneGuard Home Warranties. We are so happy we had the opportunity to assist you, and provide you some comfort while waiting for the air conditioning system repair to be completed. Our top priority is to always provide our valued customers with peace of mind and exceptional service when it comes to all their home warranty and home services needs. Thank you so much for your continued warranty renewal over the last seven years and entrusting OneGuard with your client's business as well. These referrals are the biggest compliment and truly appreciated! Warmest regards, OneGuard Home Warranties
Reviewed July 13, 2017
I have been a customer of OneGuard for over a year and just renewed my contract with them recently (terrible mistake). I have had a moisture issue with my refrigerator for over 4 months now which has caused food to mold/spoil and cause our family to throw away lots of food. During this time OneGuard has sent two contractors out to diagnose and try to fix the issue across the last 3 months with no resolution. Each time a contractor comes out, it seems I have to call in to follow up as OneGuard is never proactive in communications to keep me updated. After numerous attempts to repair the fridge with no success they decided to deny a replacement claim today because the last contractor said the door was "bent". After 4 months of diagnoses and attempts to repair they deny a claim as the cost for repairs have been racking up (replaced gasket, 3-4 contractor visits, back-ordered parts).
As a customer to have to wait an average of 30 minutes on hold just to talk so someone is ridiculous. They also do not have the ability to transfer calls to managers apparently. And when they say they will follow up or take ownership of a situation - OneGuard has fallen short and I am very dissatisfied with my overall experience with them as a warranty company.
Dear Hieu, Thank you for bringing this information to our attention and allowing Dawn in Customer Relations the opportunity to personally assist you and reach positive resolution on your behalf. We are pleased to report we are offering a replacement refrigerator and your service request has been relayed to our Fulfillment department for immediate follow up with you. Please know we truly apologize for the experience and sincerely hope you will update your review to reflect Dawn's efforts of assistance. Thank you again for your time and consideration, and patience throughout. OneGuard Customer Relations
Updated review: July 21, 2017
After speaking with a manager They we're kind enough to waive the service fee and follow up to ensure my refrigerator was repaired!
Original Review: July 13, 2017
In the past I've been pleased with Oneguard Home warranties. Currently however, they are a nightmare. On Thursday, our refrigerator went out. I was calling (ON HOLD FOR HOURS), trying to complete a service request online, trying to open chats with customer service... I called all 3 numbers I could find for them! And could never get a response at all. I emailed and even Facebook messaged! For 3 days I tried to contact oneguard and couldn't get through until Saturday night! At which point they tell me they have no contractors that work on weekends and can send someone out to look at my refrigerator on Tuesday! Then Tuesday comes and I'm told my refrigerator can't be fixed for 5 more days!!!
I have thrown away over $400 worth of groceries and have 2 kids, age 1.5 and 3, and when I explain this to the customer service rep and let her know all our food has been thrown out because it took them 3 days to even ANSWER THE PHONE and she tells me, "I would suggest you get some dry ice.”... excuse me??? She even said she was in the office Saturday and they weren't busy, so she doesn't know why I was on hold for over 1.5 hrs on that day. Yea neither do I because there is no good reason for that, EVER!!! If you're looking for home warranty please consider a company with good customer service and who actually have representatives that know how to answer the phone!!!
Reviewed July 11, 2017
When I bought my townhouse last July, they had OneGuard Home Warranties with my first year. I got my old bill out and I was going to call and have it put on my American Express and pay up for another year. It's wonderful because my air conditioner did break and it was a life saver. That’s the only claim I’ve ever had and it was very easy and they were very nice. I called them and then they called somebody out. He was very professional, fixed it in a timely manner and I even offered him a tip but he refused it. I haven't had any problems with it since. If I did, I would want them to send the same person back. I hope it’s not a lot, but if it is, I hope it’s still as nice as the first one was. All the way around, it was smooth from start to finish.
Dear Kathy C., Thank you very much for sharing such positive remarks regarding your service experience with OneGuard Home Warranties. It makes us extremely happy to hear how pleased you were with the level of service and support you received when your air conditioner failed in the middle of the summer. Our priority is to always provide our valued customers with peace of mind and exceptional service when it comes to all their home warranty and home services needs.
On behalf of the entire team, thank you for choosing OneGuard. We look forward to serving you in the future.
Warmest regards,OneGuard Customer Relations
Reviewed July 11, 2017
We've been with this company since we bought our house in Houston, about a year ago. Several companies have came out within the last year for the same issue, AC constantly running and not cooling the house. Freon has been added several times but no one has actually looked into the reason it needs it. The contractors they send out don't actually troubleshoot the problem, they just go for the easy fix or as some people say, "Putting a band-aid on a bullet wound". One Guard should be able to see that this isn't just a one-time problem and should send out someone to actually fix it. We've actually got someone coming out in a couple of days because of the same issue. The temp in our house currently sits at 85 degrees and continues to climb. I work from home, so I'm lucky enough to get to sweat all day and night. I'm already researching other companies. I wouldn't recommend this company.
Dear Breanna, Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review your situation firsthand. Your satisfaction is our top priority and we truly regret the experience. We have created a new service request on your behalf and will continue to follow up with you directly. Please know we value your continued business and hope to restore your faith in OneGuard. Thank you again for your time and consideration. OneGuard Customer Relations
Reviewed June 24, 2017
OneGuard was a referral from a friend that had it when we purchased a new home. They're typically quick in responding, assisting and helping us with our warranty issues. They were very courteous and able to answer most of my questions. We can even call them on weekends when stuff breaks down. They will always give us the available time to have some service person come out here on the next business day. That's always nice to have.
However, we've had some issues with some of the people that have come here servicing the warranty issue. But then, it has nothing to do with OneGuard because they've resolved it with another company. We had problems with our Cook burner, and we still do to this day. The contractor was saying that it could not be fixed and then he called someone else that was more of an expert with that particular brand, and the other person was able to fix it. However, two weeks later, it stopped working again. So, now, there's another claim pending for them to either replace it or service it again.
For other repairs, there was a malfunction with one of the dishwashers and it had to do with a computer glitch. They didn't have any parts first, so they actually replaced the whole unit, which I thought was nice and a good fix. There was another issue with the central VAC where it wasn't working properly. It turned out to be a disconnection from up in the attic, which now works perfectly fine. There was also an incident with the air conditioning with one of the zones. A serviceman came out here about three times just wanting to get it fixed. But it was finally fixed. So, for the most part, it was positive.
Dear Henry, Thank you for the review and positive comments about your past experience with OneGuard Home Warranties. Our top priority is your satisfaction, from the first call with Customer Care, to the completed repairs and services provided by our trusted contractors. We appreciate your patience and allowing OneGuard to send a second opinion on your cooktop. We are pleased that the unit has been repaired and is now operating properly. Our desire is to always to complete repairs on the initial call and regret any frustration this experience has caused you. Please know we have representatives available 24 hours a day / 7 days a week so we are always here when you need us.
On behalf of the entire OneGuard team, thank you again! We truly value your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed June 23, 2017
What OneGuard Home Warranty offers is local and I have a connection with the rep so I went with them. It’s easy submitting a claim and the sales rep has done an awesome job educating me and my clients and helping to get things done. I’m a realtor and I’ve had several repairs done because I utilize them for my rental properties. The experience has been well beyond the competition.
Dear Todd, Thank you so much for your five star review of OneGuard! Our top priority is to provide you with the most comprehensive coverage and exceptional service experience in the industry, and we love hearing how pleased you and your clients are with OneGuard. Please know it is always our most distinct pleasure to ensure our valued homeowners receive peace of mind when it comes to covering their home's most vital systems and appliances.
On behalf the entire OneGuard team, thank you for your continued business. We truly appreciate you and your recommendations and look forward to serving you in the future.
Warmest regards,
Reviewed June 22, 2017
Until recently, I was really happy with OneGuard. But now all my calls are taking about 43 minutes to be answered. I would think in certain seasons the contact center would ramp up on employees. The approval process was waaay too long for my part that conveniently stopped working after the technician came and serviced my system 7 days prior to needing a new compressor. Anyhoo- the assigned contracted AC company was very unprofessional & (stinky) and when questioned about what I am paying for and what the technician was working- on the phone rep gets immediately defensive. This was a terrible experience for me. No AC in Texas for over a week can kill me and my child.
Reviewed June 20, 2017
When I purchased my new residence, the previous owner offered the OneGuard warranty as part of the purchase. My real estate agent also knew them because she was with RE/MAX. I had several offers of other policies but they insisted I only get this and I'm so glad I did. Now, I just renewed with them. However, for this summer, they are making any phone calls to them almost impossible to get through. And they're recommending that you go online to do your request for service. I don't have a lot of access to the internet and I prefer to talk to a real person so I am a little concerned.
Also, they raised their rates for the coverage. I would think that maybe if you are renewing, you could stay at the same rate for another year. But I'm not complaining because there have been other companies that are in the running and I have neighbors that have other home warranty companies. Some of them have been a complete disaster. They used vendors who come from miles away to provide service. And in some cases, they don't even show up.
In comparison, the majority of OneGuard's contractors are local people who are known to the community and not obscure vendors. I have had a wonderful experience along that line because it really helped me to set up someone that I could call even outside of the home warranty for services because there are certain things that are not covered. Overall, I've had a good experience with OneGuard Home Warranty. They're extremely professional and I'm thrilled with them. I would definitely highly recommend them.
Dear Margie, Thank you so much for your five star review of OneGuard Home Warranties! Our top priority is to provide service that exceeds your expectations and your feedback is extremely important to us. We understand how valuable your time is and our desire is to answer every incoming call as quickly as possible. OneGuard has made several changes to our customer care call queue which has drastically improved our call wait times. We truly appreciate your business and are very pleased you have decided to renew your warranty for another year! Our top priority is to provide you with the most comprehensive coverage and professional service when it comes to covering your home's vital systems and appliances. We love hearing how pleased you have been with OneGuard, and the recommendations to our reputable contractors when you needed us.
On behalf of the entire OneGuard team, thank you again for your continued business. We truly appreciate you and your recommendations, and look forward to serving you in the future. Warmest Regards, OneGuard Customer Relations
Reviewed June 17, 2017
I bought a house and I asked my financial officer who is helping me with my loan about home warranties because the seller was offering to pay for the service for up to a year. I asked them what company would be the best and he gave me a list. I compared a couple of different companies. OneGuard Home Warranties happen to cover a lot of things that I was interested in. I work for ServiceMaster, whom I don't like, so I initially shut them down. OneGuard on the other hand had a lot going for them. I submitted a claim for my AC which wasn’t working. The process was simple but I wish they would send out the welcome packet sooner rather than later. When my AC went down, I did not have their phone number readily available. I had to go look through my whole entire loan application to find out who I wound up signing up with because the packet arrived in the mail a week after my AC had broken.
My fiancee was here when the technician arrived and according to her, he was amazing. He didn't speak very good English but he came in and went above and beyond what he needed to do. It was very well appreciated. After the AC was repaired, everything has been working great. It's 105 degrees outside and it's about 7 degrees in my house. Customer service is great with OneGuard. When my AC went down and I called them at 11:00 at night the lady that answered the phone was fantastic and took care of us. I explained we were first time home buyers and this is our first time having to deal with this. She took everything and ran with it and set us up with everything that we needed.
Dear Howard E., Thank you very much for sharing such kind comments regarding your service experience with OneGuard and giving us a 5-star rating! This is everything we strive for as your warranty provider and we love hearing how pleased you are with your decision to trust OneGuard. We are so happy we were able to help when you needed us at the beginning of the Arizona summer! We appreciate the feedback and will look into how we can get the OneGuard service agreement to our customer's more promptly. It is our most distinct pleasure to assist you, and we are truly grateful for your business. On behalf of the entire team, thank you for your choosing OneGuard! We sincerely look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed June 16, 2017
We ran into difficulties when we submitted the claim but it's been resolved. After the complaint, having a different contractor was great and they did the work to our satisfaction. OneGuard helped us a lot.
Larry, Thank you for your updated review and allowing Customer Relations to assist you first hand. We look forward to assisting you in the future. Warmest regards, OneGuard Customer Relations
Reviewed June 11, 2017
OneGuard Home Warranties was previously Service One and I had them for years. I used the phone to submit my claims and I had to wait for a while. The wait time was the only complaint I would have. However, when I got them on the phone, they were courteous. They did what they were supposed to be doing and responded to my request. They easily dispatched the service where it was going to and then they gave me a call.
I had a problem with a contractor that they had sent before. They were supposed to be ordering parts and I went out of town. When I got back, we were supposed to have an appointment but they didn't come. Also, when I talked to them, they still hadn't ordered the part. I had to complain to OneGuard about it. My most recent claim was about my AC that was not blowing cold air. The contractor had to come back. They were out here in May. When I came back, they had figured out that it must have been the thermostat. I had one and he changed it.
Dear Walter, Thank you so much for your kind comments regarding your service experience with OneGuard Home Warranties. We appreciate the opportunity to speak with you directly to address your concerns. Our top priority is to provide service that exceeds your expectations and your feedback is extremely important to us. We truly appreciate that you referred your friend to OneGuard! To show our gratitude, we have applied a $25.00 credit toward the premium cost for your current plan.
On behalf of the entire OneGuard team, thank you for being a loyal customer over the last 13 years. We truly appreciate you and your recommendations, and look forward to serving you in the future. Warmest Regards, OneGuard Customer Relations
Reviewed June 10, 2017
Submitting a claim with OneGuard Home Warranties was an easy process and I've done it both online or by calling. They were very helpful. I only had to interact with the contractor once and the one they sent was fast and efficient. Plus, the price was fair. I really like this kind of service.
Dear Cathi H., Thank you very much for your kind comments regarding your positive experience with OneGuard! Our top priority is to ensure you receive the most comprehensive coverage and prompt professional service to always exceed your expectations. We love hearing how satisfied you are with the level of support you receive from our representatives and service contractors.
On behalf of the entire OneGuard team, thank you again! We sincerely appreciate your business and look forward to serving you in the future.
Warmest Regards,OneGuard Customer Relations
Reviewed June 9, 2017
When we bought the house, our realtor made sure that we had a warranty that went along with it and he recommended OneGuard Home Warranties. We've filed a couple of claims with them and we submitted them online or by phone. If it's something that seems pretty complicated, I'd rather call them. Our claims were worked right away. Somebody came out and addressed the problems, the most recent of which was for the motor of some swimming pool equipment. The reps I talked to were very good and the technicians have taken the time to explain the problem in all my claims. I would recommend OneGuard.
Dear John, Thank you very much for sharing such kind comments regarding your service experiences with OneGuard! Our focus is to deliver the best coverage in the industry and to provide you with prompt, professional repairs, and convenient online access when requesting service for warrantied items. Please know we sincerely appreciate the opportunity to serve you when it comes to your home's vital systems and appliances.
On behalf of the entire OneGuard team, thank you for your continued business! We truly look forward to assisting you with all your home warranty and home services needs in the future.
Warmest Regards,OneGuard Customer Relations
Reviewed June 6, 2017
I've had home warranties in the past so I appreciated the coverage for protection for some of my items. I shopped around a little bit and although OneGuard was a little more expensive than some, their coverage seemed to be pretty reasonable for the price and their record seemed to be solid. So far, I've only had one claim with them and the technician who came out was very pleasant. He came in, got the work done and my wife was very happy with his work. However, when that claim was submitted online, nothing was done on it for two or three days. I went back in to check on it and accidentally deleted it without knowing then I had to go back in and submit it again. So after the second submission, things got back on track but I don't know what happened the first time.
Dear Kendon, Thank you so much for the positive review regarding your service experience with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Our top priority is your satisfaction and we appreciate your patience with your recent garbage disposal claim, and apologize for any delay you experienced. On behalf of the entire OneGuard team, thank you again! We truly value your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed May 14, 2017
I bought a condo in Arizona and they said I needed home insurance. It's very expensive at $438 a year. That’s a lot of money and I’m not there all the time so I hardly ever use it. But I want to stay with OneGuard. It’s a busy area and if I'm going to be there and I need something serviced, I have to call months ahead to get it done. They do it only at certain times so I want to make sure that I get there on time and it’s already setup. That’s fine in a way and the scheduling is not bad for the company. I just wish I can call and then after a couple of days they can come out but you can't do that with them. The technician knew what he was doing. He's been in the field a long time. I asked a few questions and he explained things and volunteered information and that was fine. He did a good job.
Dear Charles, Thank you so much for providing OneGuard Home Warranties with a positive review! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. On behalf of the entire OneGuard team, thank you again! We truly value your continued business of four years and look forward to serving you in the future. OneGuard Customer Relations
Reviewed May 13, 2017
We bought our house brand new and we wanted to make sure that everything operated correctly for at least a while, especially the air conditioning and expensive parts. And so we got OneGuard Home Warranty. We submitted a claim because we thought the dishwasher wasn’t working. One part kept capping off down where the water comes out. I'd tried to put it back on, but it wasn't successful. We called OneGuard and they were able to send someone in just a couple of days. The guy they sent out came on time. Everything was good. He checked the dishwasher over and cleaned it up. It turned out it wasn't a major problem. We had to pay the $60 service call which is too much for a minor service call. Maybe OneGuard should not charge service calls because we're paying 500 bucks already.
Updated review: June 1, 2017
With the help of Lisa with One Guard, my issue has been resolved.
Original Review: May 12, 2017
I've filed a claim twice already. The first one was for an air conditioner problem and the other one can be described as a carpenter ants spray. The air conditioner was making a noise so a guy came out and I paid $69. When he came out, it wasn't making a noise so he didn't do anything and there was nothing he could do so I don't fault him. But I was out the $69 and the air conditioner continues to make a noise. It's an intermittent problem and I'm afraid to call somebody and pay another $69 to have somebody come out then it's not making noise.
The contractors sent by OneGuard were fine except for a problem with communication. The people who came out to my house for the second claim told me they'd be coming between 2:00 and 4:00 but they came at noon and didn't knock on the door or anything and sprayed the house and left. There was a particular spot on the screen porch which is the only location I saw where there were carpenter ants that they missed because I needed to let them in so I had to call them back. I told them to knock on the door this time and then spray where I wanted them to spray. They did that and it worked out okay. I hope OneGuard would do faster service or better communication with their people.
Thank you so much for taking the time to speak with Lisa from our Customer Relations team. Your satisfaction is very important to us and we are pleased she was able to offer her personal assistance. We truly appreciate your business and look forward to serving you in the future! Warmest regards, OneGuard Customer Relations
Reviewed May 10, 2017
Getting through to OneGuard via their warranty number is difficult which forces you to go online, which is difficult if you want to ask questions regarding items which could be included or excluded from the home warranty they offer (most items are excluded in my experience). Then if you do manage to get through the attitude of the service staff is rude. It's not customer focused. Supervisors are also rude and not customer focused. Safe to say I will not renew my home warranty with this company and would not recommend this company to friends or family.
Thank you for the feedback and allowing Customer Relations the opportunity to review your situation firsthand. Please know Lisa has left a voice message for you and also sent a follow up e-mail with her contact information, and would love the opportunity to offer her personal assistance in the matter. Please be assured our top priority is your satisfaction and we truly regret the level of frustration you endured with your recent claim, and we sincerely hope to gain your confidence in OneGuard. Thank you again for your time and consideration, and we look forward to speaking with you soon. Sincerely, OneGuard Customer Relations
Updated review: May 23, 2017
One Guard customer relations department spoke with me shortly after my review was posted. They did apologize for the poor service provided. My updated experience is based on the immediate response and sincere apology to my formal complaint and the reassurance that appropriate action would be taken.
Original Review: May 9, 2017
I setup service online for AC repairs May 3, 2017. I was contacted by MD Ellis the next morning to schedule a time to come out to the property. Unfortunately, I could not wait 4 days for someone to fix my AC. I live in South Texas and it gets unbearably hot! I called OneGuard to select another provider who could come out sooner and got lucky (or so I thought). Cooling & Heating of SA was able to come to my home May 5, 2017. I was told the repairs could be made same day after the required part was purchased. However, the technician never came back to the property nor called to say he was NOT coming. I complained to OneGuard on May 6, 2017 and was advised the AC parts needed to be ordered and would not be available until May 8, 2017. Realizing my daughter and I would have to go almost an entire week without AC was just awesome!
Fast forward to May 8. I get a call from a technician who stated they were in route to my home to fix AC. Assuming it was Cooling & Heating of SA, I allowed access to my property for repairs to be made. Come to find out, it was MD Ellis who performed services. Not understanding how the mixup took place, I immediately contacted OneGuard to sort out the issue. As I am on the phone, the technician from Cooling & Heating of SA shows up at my home to fix AC. As I explained everything to the OneGuard representative, I was simply promised that there was nothing to be concerned about and all had been "taken care of".
This morning, May 9, I get a call from MD Ellis stating they were needing to schedule repairs to be made. Seriously, I can't make this up! I explained the situation to them then called OneGuard back to voice my frustrations. OneGuard came highly recommended when I bought my first home last summer, but knowing your company contracts service providers who are unable to hold up their end of the bargain and offer poor customer service was unexpected. As much time that I've spent back and forth with your company and the two service providers is ridiculous. The fact that I've not received an apology from anyone for what I've experienced is mind-blowing. Instead, I get told that my policy is up for renewal. Are you kidding me?!
Dear Ms. Ramirez, Thank you so much for allowing Dawn the opportunity to offer you her personal assistance in the matter and address your concerns. Please know we are truly sorry for the experience and miscommunications on our end, and sincerely appreciate your patience and receptiveness to Dawn's phone call and efforts to assist you. Dawn has also provided you with her phone number if you ever need help with any of your claims. Thank you again for the opportunity. Sincerely, OneGuard Customer Relations
Reviewed May 7, 2017
I bought a townhouse and I had to purchase the warranty separately. I had a couple of choices and OneGuard Home Warranties provided me the most coverage for the least cost. Submitting a claim was easy. There has been a phone call and they told me who they were going to send out and when they're going to call me. Everything got fixed right away. However, the first one took about a week and I let them know that I wasn't happy about that. My built-in microwave went out and it turned out that it wasn't the microwave. It was a wire in a switch across the room somewhere. So, when my microwave blew out, the backdoor light went out too.
The microwave guy came out and said there was nothing wrong with it. We plugged it into another outlet, then extension cord, and it worked fine. After the microwave guy, it was the electrician. The electrician came out the day after I called and he fixed it within a couple of hours. He took the electrical panel off the wall. He was looking for wires in the fuse box and trying to figure out what was wrong and where the problem was. It turned out that there was a wire that was loose, where my handyman didn't put it together properly. The handyman had to cover a wire that was exposed so he had to make a hole through the wall and take off a light switch and an electrical outlet. And then, when he put the light switch back on, it ended causing my microwave to blow out. Apparently, he didn't cap it off properly. So, the microwave works fine now. Overall, it's been great with OneGuard.
Dear Ms. Smith, Thank you so much for the five star review of OneGuard! Our top priority is to provide you with the most comprehensive coverage and exceptional service experience in the industry, and we love hearing how pleased you were with your recent claim experience. Please know it is always our pleasure to offer piece of mind when it comes to covering your home's systems and appliances. We are very pleased we were able find the root cause of the problem your were experiencing with your microwave and electrical wiring. On behalf the entire OneGuard team, thank you for choosing OneGuard! We truly appreciate your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed May 5, 2017
Horrible Service. I was a OneGuard customer for 4 years. I ended my insurance when I had to pay $6,000 out of pocket for an AC unit that OneGuard managed to classify as secondary damage. Despite having issues with this unit and OneGuard contractors out to repair it multiple times. Not only that, they delayed telling me that they would not cover it, as I sat in Texas with no air conditioning. When told that they were not covering it, they did zero to help me figure out a solution to the problem. In addition, Customer service was unhelpful. Each time I had to request service, I sat on the phone a minimum of 45 minutes. Would NOT recommend.
Thank you for the information and allowing Customer Relations the opportunity to review your claim firsthand. Please know we apologize for the experience and that it led to the cancellation of your home warranty. Please be assured that upon further review we determined the part in question was covered, and we have advised you that you will receive a check. Thank you again for your time and consideration. OneGuard Customer Relations
Updated review: May 4, 2017
Had an excellent phone conversation with Lisa of One Guard who confirms that users of One Guard services are to pay One Guard directly and not the local service firm. We were able straighten out the matter and in the future I will pay One Guard directly, via credit card, when I book service calls on-line. All is well. Thank you.
Original Review: May 2, 2017
I gave a 5-star review for the great service by the locksmith, but the check never got deposited. I had to write a new check and mail it out of state. That original check, from many months ago is still nowhere to be found. On 05 April 2017 we had a worker here from America's Pride Cooling and Heating who did a great job on our annual A/C and heating check. Good guy, on time, 5-star work. I paid by check but here we are a month later that check also has never been deposited. I don't want to stiff anyone, especially small firms. Obviously there are internal performance issues in how the back-office processes handle payments by check for work performed by OneGuard service providers. I like the services, want to continue, but need them to fix their payment processes.
Dear Mr. Cather, Thank you very much for taking the time to bring your concerns to our attention. It was a pleasure to speak with you, and we are very pleased that we were able to locate what happened with your most recent check. We feel confident these billing issues will not occur going forward and appreciate your agreement to pay OneGuard directly for all service fees. Please do not hesitate to contact Lisa directly if you have any other questions. Warmest regards, OneGuard Customer Relations
Reviewed April 28, 2017
OneGuard was recommended by one of my friends who's managing houses. I submitted everything regarding my claim mostly online, and it's been good, except when something was not covered like my dishwasher that has been making a really loud noise. I put a claim online but it if I called then I would have found out that they don't cover noise if nothing is defective. I thought the noise was going to be something that was actually starting to break. But although that may be the case, until it's broken, they're not going to be covering. It was frustrating because they tend to direct you to go online but unless you know the in and out of the policy, then you may be wasting some money, which was what happened to me. Also, with the technicians, it's been simply a hit or a miss. I got a couple of companies that were not super friendly and not the greatest. Overall, it's been a good experience, though, and they've done a good job.
Dear Emmanuelle, Thank you so much for the 5 star review regarding your experiences using OneGuard Home Warranties online to create your service requests! Our top priority is your satisfaction and it makes us extremely happy to know how well this has worked for you. Thank you also for providing honest feedback and your understanding with respect to coverage. Our service representatives are available 24/7, 365 days a year and we are always happy to offer our personal assistance with any of your service requests. On behalf of the entire OneGuard team, thank you again! We truly value your continued business and look forward to serving you in the future. OneGuard Customer Relations
Reviewed April 26, 2017
In Arizona, one of the things you got to have is air conditioning. We can get along without a lot of other things but not the air conditioning, much especially in the summer and that was the main thing to have protected. My neighbor has been with OneGuard for a long time and she had me come down several times when she was having service done. I would babysit the house while the technician was fixing whatever she had being fixed so, I got to know and watch a lot of the people that did the work.
Submitting claims is straightforward and easy. We get calls from the technician before he comes on site and everything has worked out perfectly. We had a couple of problems with the air conditioner and the people that came to fix it were very pleasant and they knew what they were doing. One guy had to go back to the shop to get a printed circuit board for it and everything has worked out fine. We’ve had several technicians, and I have absolutely no complaints with any of them. They've got so many good subcontractors who are evidently very good employees. I know my neighbor is very happy with OneGuard, and my wife and I remain the same. Everything has been excellent and great, and I'd be glad to do a recommendation for anyone.
Dear Alden, Thank you so much for the rave review and 5 star rating regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs, and we appreciate the opportunity. Our goal is to provide you with hassle free service that exceeds your expectations and your testimony is exactly what we strive to do. On behalf of the entire OneGuard team, thank you for the referrals this is the biggest compliment we can get! We truly value your continued business over the last four years, and we look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed April 23, 2017
The people whom we bought the house from have the account with OneGuard Home Warranties and we took it over. Submitting a claim has been fine. When I need to have service, I call them. I found their reps to be helpful and pleasant. I've also been satisfied with the contractors. The repairs worked out fine.
Dear Sandra, Thank you so much for the 5-star rating regarding your service experiences with OneGuard Home Warranties! We have representatives available 24/7, 365 days a year eager to assist you with all your home warranty and home services needs. On behalf of the entire OneGuard team, thank you again! We truly value your businessand look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed April 22, 2017
I have been with OneGuard for a couple of years and they've been great. Safeguard is the other one that's pretty common out here in Arizona, but OneGuard sounded more like Arizona-type company than national-type one. They have an office in Peoria and when I went down there, the people were super nice. And I felt that that's what I wanted to do. Submitting a claim with them was easy and perfect. The claims rep who I spoke with was great. The vendor that was next up on the list was not available for a week and a half so I told her that's a long time to wait. She immediately said she'll get me someone that can get here faster. And she immediately did that, called me back and said, "These people will be there tomorrow." They cancelled the first vendor, got the second one on the claim, and it was done. You can't beat that. Everything was perfect and the second contractor they sent was excellent, fast, and friendly.
Dear Terry, Thank you so much for the positive review regarding your service experiences with OneGuard Home Warranties! Please know it is always our most distinct pleasure to assist you with all your home warranty and home services needs. Our top priority is your satisfaction and we appreciate your patience while we located an HVAC contractor with sooner availability. On behalf of the entire OneGuard team, thank you again! We truly value your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed April 16, 2017
I've never had a problem when submitting a claim with OneGuard. Though sometimes I don't get called right away by the company they schedule, everything is good. I call, they call someone, and the issue is usually fixed that day or in the next two days. The contractors are good, too. I recommend OneGuard. Anybody who's got a home or thinking about buying a home, I tell them to hook up with OneGuard.
Dear John, On behalf of the entire team, thank you so much for the 5-star review regarding your service experiences with OneGuard! We truly value your business and recommendations, and appreciate the opportunity to assist you with all your home warranty and home services needs. Please know we allow four business hours for our contractors to reach out to you to schedule an appointment. We appreciate you letting us know when this did not occur, and allowing us the opportunity to address the situation with the contractor. Thank you again and know we look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed April 14, 2017
We've never had any problem with OneGuard except recently when they sent out a plumber to correct our bathroom because it was clogged up. The plumber came out, got here late and couldn't unclog it. Because it was 5:00, he wanted to get off and wasn't interested in working any longer so he said someone would come the next morning. I had to call the plumbing company four times before they finally sent somebody else out, which was ugly.
The second guy who came out was very nice and did an excellent job. He was the only person that saved the plumbing company, who should have sent him first because the other guy didn't even have the right equipment. Then they charged us an additional $229 for coming out that next day so we weren't happy. I didn't contact OneGuard, and I probably should have to let them know what truly happened because we ended up kicking out quite a bit of money on that. I'll call them and see who else they have contracted with them because I don't even know if we would want to use them again. But other than that, I've been with them for 18 years and they've been excellent and awesome.
Thank you so much for sharing your experience with OneGuard. We appreciate your feedback and that you took the time to speak with Lisa in Customer Relations. Your satisfaction is very important to us and we are pleased we were able to offer our personal assistance and explain the plumbing coverage under the service agreement. We are truly grateful for your business over the last 18 years, and we look forward to assisting you in the future! Warmest regards, OneGuard Customer Relations
Reviewed April 13, 2017
OneGuard has been really good so far. I heard about them thru my neighbor and submitting a claim with them has been very easy. Everything was perfect with their claims reps and the technicians have been really good.
Dear Michelle, Thank you so much for the rave review and 5-star rating regarding your service experiences with OneGuard Home Warranties. Our top priority is your satisfaction, from the first call with Customer Care, to the completed repairs and services provided by our trusted contractors, we really appreciate the opportunity to assist you. On behalf of the OneGuard team, thank you for your business! We look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed April 12, 2017
My mom owns this property and she introduced me to OneGuard. The overall experience when submitting a claim is good. Last summer, I had an AC go out on me and it was about 85 inside. I called after hours so there was nothing they could have done. I was told by one of their reps that it's not an emergency so they will get back to me the next day and schedule something for a couple of days after that. That's the only negative I've had with them, but they are pretty good about getting back to us so I'm happy. The technician came out and seemed to fixed the issue. Then not even 24 hours later, the AC started doing the same thing. I had to get my my brother-in-law who is an AC tech. He came out and replaced the part for us. The technician didn't catch that.
Dear Russ, Thank you for your 4-star review regarding your service experiences with OneGuard Home Warranties. Our top priority is to provide prompt and accurate service for all of your home warranty and home services needs. Repairs completed by a OneGuard contractor are guaranteed for 30 days. Please contact us directly if you are still experiencing a problem after a repair is completed and we will dispatch a recall work order on your behalf. We truly appreciate your business and your mother's referrals, and we look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed March 29, 2017
OneGuard is a total scam. We have had two different times this year when we needed them, and they found ways both times to not pay anything. They find the most common scenarios under which systems fail and create excuses to blame the failures on those scenarios. So maddening. And such a scam. Then their customer service agents became argumentative, and provided anything but customer service. Avoid OneGuard. Buyer beware.
Dear Mr. Lewis, Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review your situation firsthand. Please know our top priority is to provide a level of service that exceeds your expectations and we truly regret your frustration with the outcome of the air conditioning claim. According to the service technician that assessed the system, the outdoor compressor stopped working due to the condenser and evaporator coils that were constricted and not allowing air to flow through the system as it should. The technician recommended cleaning the coils which is not covered under the service agreement, and also advised the compressor was under manufacturer's warranty until June, if it required replacement. Please note OneGuard has offered to send a different contractor to assess the unit if you would like a second opinion. On your previous claim for the dishwasher, the hinges required replacement and hinges are not covered under the OneGuard service agreement as well. We are available to review coverage with you directly if you would like additional explanation. Thank you again for allowing Customer Relations the opportunity to provide you with this information. We sincerely hope it helps. Respectfully, OneGuard Customer Relations
Reviewed March 26, 2017
We have used OneGuard for several years, actually since we purchased our home in 2009. The customer service has always been friendly and assuring. The contractors have been courteous, honest and knowledgeable. I've used other home warranty companies in the past with other homes I've owned, but they did not have the culture that OneGuard has. I have and will continue to recommend them to friends and family.
Dear Barbara, Thank you so much for the five star review and positive comments regarding your service experiences with OneGuard Home Warranties! Our number one priority is to provide a level of service that exceeds your expectations, and your testimony is exactly what we strive to do. Your recommendations to friends and family are also the greatest compliments we can receive! On behalf of the entire OneGuard team, thank you again. We truly value your continued business since 2009, and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
Reviewed March 20, 2017
I recently bought a house and my real estate agent gave me a OneGuard home warranty, within 2 weeks of moving in the water heater quit. OneGuard sent out a repairman and repaired the water heater the first visit with new elements and thermostats. There was not any hassle even though the warranty had been in place for only two weeks. Thank you OneGuard Home Warranties.
Dear Jim, Thank you so much for the rave review regarding your service experience with OneGuard Home Warranties! Please know it is always our distinct pleasure to assist you with all your home warranty and home services needs, and we love the positive feedback. On behalf of the entire OneGuard team, thank you again. We truly value your business and look forward to serving you in the future. Warmest regards, OneGuard Customer Relations
OneGuard Home Warranties Company Information
- Company Name:
- OneGuard Home Warranties
- Year Founded:
- 1990
- Address:
- 20410 N. 27th Ave - Suite 200
- City:
- Phoenix
- State/Province:
- AZ
- Postal Code:
- 85027
- Country:
- United States
- Website:
- www.oneguardhomewarranty.com