OneGuard

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

In the couple of years I have had OneGuard only one service request was covered. The most recent claim was my a/c drain was clogged. Claim was denied. If it was that the drain had come unscrewed to screw it back would have been covered. Because it needed to be unclogged it was not covered. I paid the $69 service fee and still had to pay the contractor $125 to unclog the drain. Issues like this continue to be my problem with this company. I will be changing companies at the end of my contract in December.

Online chat function...doesn't Nobody answers calls to customer service line Service company they sent out carried out unnecessary AC work costing me $1000 and didn't resolver the reported problem. Another contractor located the problem but One Guard would not permit them to correct the other contractor's error. Slow to respond and very unwilling to put right their errors. This issue has been ongoing for 2 months and I have now cancelled One Guard and gone with a new HW provider. Stay away from this outfit.

One Guard is the most god awful company to do business with. They used to be good. A/C went out two weeks ago and cannot get them to repair it. It is covered and the technician has already been to the house and put it a request for the repair with One Guard but so far they have refused to get the parts to the technician to get my repair completed and after multiple calls they will not get a manager on the phone with me. PLEASE LOOK ELSEWHERE FOR A WARRANTY!!!

OneGuard has been terrible to work with for a repair of my oven running 75*+ too hot. They do not properly document information from the technicians they send out and then try to deny claims based on the false information they have, even with homeowner proof. Managerial staff is extremely condescending and unwilling to listen and work with me to get my repairs done.

Do not use OneGuard Home Warranties. This company will give you the run around for months before finally admitting that they don't cover much of anything. My AC went out and they sent out their contractor to take a look at it. They told me I'm on my own and I'll need to have the whole unit replaced before they will cover it. Makes absolutely no sense. Their customer service representatives are extremely rude as well. They just repeat themselves over and over again and when you try and respond they cut you off and talk over you the whole time. Definitely find a different home warranty company.

WORST COMPANY... They create more service for you to pay for more $$. Called my warrant company for service. 3 out of 4 times they called "All Star Pool Service" and EVERY TIME there was a new issue. They create their next service call.... if you want to continue to have issue and NEVER get your issue resolved, call this company. It is NOT worth the $.

A scam had a pool pump break that they worked on a year before and installed the pump went bad a year later and now they say it is not covered under normal wear and tear. U fix, u installed, it broke and you don’t cover. Going to better business Bureau. Every time I called was on hold for 15 min 3 days in a row. Run far run fast from this company.

This warranty was acquired by seller, A/C failed when moving. I reported the incident because cannot support 97 degrees with 3 babies and I was charged at the moment $69 by OneGuard, their contractor took so long to come just to see the problem and he mentioned that OneGuard needs to approve the fix and sometimes takes weeks. I had to pay another $500 to contractor to fix it. OneGuard just confirmed that I will not be reimbursed. If you have the opportunity to sign with a different company, do it. Thanks OneGuard for nothing (well thank you for delay solutions and charge without work it)

Plumber came out for leak at hose to back of fridge.. Said, he disconnected and capped... He rolled up hose and shut off valve behind the fridge... Later, water leak at the shut off valve... Plumber came out, said no leak... Property manager, tightened nut on side of shut off valve to stop leak.. Then disconnected and replaced line... Wished we would have skipped warranty... Since no leak found was in report we were charged a second time.

On day 4 of no hot water. 2 plumbers and now they ask me to show my home imspection before they would send a electrician. Then said 4 business hours they will call but sorry its 4:50 so not till tomorrow. The plumbing company said it was fixed the 2nd day. It wasn't and I waited till 10:30pm and the guy said I'll call in the morning and didn't. so then they say noon-5pm the next day. then they come and say its a electric problem. I would not ever recommend one guard , not even to a enemy.

Great service, unless it's an emergency, then not so much. It's a good thing the leaking water heater will still be flooding the utility room in 2 days when the service provider arrives. Who needs hot water anyway? The advise from the customer care supervisor, "Call restoration company".

Horrible experience and is still going on. No refrigerator for 3 months and still not working. Freezes everything in the refrigerator. Have had to dispose of everything several times and after several(7) still not working. Company doesn't seem to be in any hurry to resolve the issue. I will be moving on.

Horrendous. They just look for excuses not to fulfill claims. Made one claim, denied one claim. Will not renew with this company or ever recommend them. My prior company was so much better but I fell for the OneGuard marketing - never again.

THIEVES!!! They weasel out of paying for large repairs. They ignore manufacturer’s recommendations and fabricate their own in order to get out of paying for repairs. Then when I went to cancel my warranty, they made me pay for my claims that they did cover! Liars and thieves!

This is the worst Home Warranty company I have ever felt with. My tenant has been without refrigeration for 12 days. I was left on hold for 30 minutes before I gave up. The home is unbearable with the outside temperature ar 120 degrees. I have had to get them a hotel room so as not lose them