OneGuard

I had a terrible experience with their plumbing contractor (PipeDoctor) that had been assigned for over a month and more than a few times lied, ignored, and attempted to deceive me into paying for what I believed and finally confirmed was unneeded out of pocket work in the amount of $1450 ($775 broken existing shower cartridge and $675 for perfectly good shower cartridge). I believe the biggest lie was that PipeDoctor would not be able to replace the leaking one of my two shower valve cartridges in my dual faucet master shower ($69 service fee cost total cost to me) with same Pfister parts. PipeDoctor refused to repair my shower faucet cartridge and stem or valve (whatever was needed) with Pfister parts in order to utilize my existing finish fixtures that match my whole house bathrooms, but instead I was told a few times and pressured into believing that the tile needed to be removed (additional retile cost not covered by One Guard) and a whole different master shower faucet valve and water pipes (PipeDoctor diagnosed Electrolysis) were required. Through numerous ignored phone calls, return calls by receptionists (Josh B, owner refused to call me back) and brief rude plumber (Blair Emerson) conversations, PipeDoctor refused to replace my Pfister Valve because they recommend Moan Valves which have different finish fixtures and if I want my dual master shower fixtures to match then I need to pay the additional $675 to replace the other perfectly working shower facet. The only reason OneGuard receives two stars is because their Authorizations Supervisor Christopher R diligently explained issues with me and frequently contacted PipeDoctor to understand their recommendations and have them return my phone calls. Christopher R is a very knowledgeable, customer service oriented, and valuable member of the OneGuard staff. He went over and above what previous employees have done throughout my 8 year history with OneGuard. Mr. R was very professional, calming, and helped me receive the $175 cash out and also refunded my $69 service fee. Here is how the nightmare ended. Local plumber (4.5 stars) inspected and told me to call Pfister customer service and Pfister sent me the following parts free of charge; the replacement valve with the cartridge and stem inside, one screw was broken so Pfister sent me the four pressure bracket screws, and bracket. Local Plumber returned and tapped out screw (took 5 minutes), replaced the cartridge and stem inside existing valve pipe, put new bracket and screws on existing valve pipe, replaced and chalked my existing shower fixture. I wrote them a check for $285 for their two visits and labor. There was no electrolysis, so no new waterlines, no tiles removed and replaced, no reason to replace perfectly good duel shower facet, and my existing shower fixtures still match. OneGuard's contractor PipeDoctor gives OneGuard a bad reputation and should be removed from doing service work with them. PipeDoctor (1.5) stars can be reviewed on the internet where other people use the terms like scammers, crooks, liars, rude, nonresponsive, have to at least give a 1, would give negative stars, do not let them in your house, and etc. PipeDoctor is not the type of service contractor that I would have working for me and neither should OneGuard.

I am very disappointed on One Guard!!! I had a water heater that was leaking and called on 12/21. Because the water heater was on warranty all it needed was to be switched. They sent Pruitt,s but I was suppose to dismantle the water heater then take it to Lowe’s and bring the replacement back to the house so that Pruitts could install it. If Pruitts had to go to Lowe’s and get the water heater for me I had to pay$120.- for the trip and another $120.- if they had to wait at Lowe’s. On 12/26 I called One Guard and told them this and they said they would send Stellar Homes. Stellar came over and said I would have to pay $540.- out of pocket because it was in a tight closet and they had to put a pan on the floor(which it doesn’t need it because there’s a drain hole that has been there since 1963) and had to do other modifications. I called One Guard again and spoke to Marcus J. Who by the way is an amazing asset to your company because he went above and beyond to try to help me. We went back to Pruitts—— who by the way refused to go get the water heater at Lowe’s for me, even tho it is written on their work order that they gave me on their first visit. On 12/31/20 Marcus calls me with a new work order and thought I’m finally going to be taken care of. I was suppose to get a call from Pruitts. I waited everyday and finally on Jan 4th I received a call. Then Tyrone from One guard called me to see if I had the water heater at the house? I said I didn’t but would get it to the house if that would help matters.The water heater was here on the 5th and was told that Pruitts would be here that day to install.I even got a call from Brittany the supervisor assuring me that I would be taken care of and didn’t understand why all of this had happened. I had to make schedule changes at work in order to be at home. Needless to say they did not call or come. When I called them after 28 minutes on hold they scheduled for Friday the 8th. Today Friday the 8th Jake from Pruitts showed up and realized that it needed 2 men to pull the heater out from the closet. That that would require another visit and an extra person. That I would have to pay them $240 plus materials out of pocket. Marcus called me and told me this. Pruitts also said that I had to remove the door frame and that after it was done then call to schedule. None of this was needed to be done 3 hrs ago when the heater was installed. So why all of a sudden these extras? In the meantime I have no hot water and a dismantled heater. So why do I need a Home Warranty then? I’ve been with Home Guard for 10 years and I’m very dissatisfied. If you think this is a long letter imagine having to put up with this since December 21st? Unhappy customer but not for long, Sandy Lam

UPDATE: After four months of waiting for my oven to be repaired, 6 visits from technicians, I am still not able to have a solution to my oven not working properly. The Service Resolution team's response time is so slow even after countless emails. They won't initiate without me chasing them down. Even after that, I'm still waiting for a reply. Calling takes on average an hour to get through, and even then, I somehow get disconnected when it's my turn to speak to a representative. I am extremely unsatisfied with One Guard taking 1/3 of the year attempting to fix my oven with no resolution. It's very frustrating and disappointing to make monthly payments on time but they don't honor their end in following through. At this point, I cannot confidently recommend them for your warranty needs. PREVIOUS REVIEW: Loved the STELLAR customer service once I was finally got through the phone. The wait time was ridiculously long at 1/5 hours, which was very frustrating and discouraging. But the representative that I spoke to, Ms. Cassandra M, provided me with OUTSTANDING customer service. She was very caring, friendly and helpful in assisting me to resolve my issue with the assigned contractor for my oven. Because of her exceptional service, I have decided to keep my policy.

Very upsetting to be told that something is covered by 1 associate and then told it is not by another. I have paid a plumber out of my own pocket to check out a leak on the side of my house because I thought I had a slab leak. The plumber ran a camera down a drain line and determined there was an issue with my clean out drain for the upstairs plumbing. I called one guard and let them know what the situation was and I was told that repair was covered sk I paid the $69 for their contracted plumber to come out. Oneguard called me 3 days later to tell me if a camera needs to be ran it would be $350 which us absolutely absurd considering I paid Bacon plumbing $99 to do the exact thing and he found the issue within 5 minutes. I told the associate from oneguard that a camera was already ran and we know where the problem is already. She stated that they do not use outside contractors opinions (even though it is a well known licensed company) so I told her to refund my $69 service fee because I was not going to pay $350 for a camera to be ran when we already knew the issue and its whereabouts. She said okay and hung up. Oneguard needs to do a better job on who they contract to do work for their customers because $350 for 5 min to locate a problem is completely unacceptable. I have had 1 good thing come out of oneguard when my AC unit was replaced 2 years ago but this was a complete slap in the face on how it was handled.

I have used my home warranty on several occasions and One Guard always turns something simple into something complicated. As an example, I am currently dealing with a failed microwave. Rather than simply replace it, they chose to try and repair. The repair being negligible in cost to that of replacing. I called in the repair on 9/27, it is 10/10 and my microwave in neither repaired or replaced. This company does not care about your inconvenience. I understand some things take time, but they make it worse by not replacing what should have been replaced in the first place. I had to wait a week for them to find a part and now they can not fix the microwave because of other discovered failures. I plan on seeking another home warranty soon. One Guard stinks.

We have had one guard for a year and a half. The first year was paid for by the seller of the home we purchased. We opted to renew it this year and pay ourselves. We're at the point where we plan to cancel soon and just put the money toward buying a new AC. We've had 5 service visits since last September, 4 this summer alone. They seem to piece things together. I doubt they'll ever actually replace our 20 year old unit. It's disappointing and being a safety issue. Now the unit is tripping our breaker and turning itself off mid-day when no one is home except our 160lb Saint Bernard. This is our second call in less than 3 weeks. Last time they fixed a leak and we paid for the Freon, $550. It's too much when you consider the monthly fee, service fee, and anything that isn't covered. We've agreed this service call will be our last. if an AC doesn't work on the hottest days of the year then it doesn't work period. Coming home to a house that's 90+ degrees and has been for hours is unacceptable. Having to stay home to monitor it on days off from work, or hose it off to keep it cool is unacceptable. Having to call from work or stay home from work for service on a monthly basis all summer is unacceptable. Overall I'm extremely disappointed. Let's see if the 5th call is the charm...

One Guard took over our policy with Allied. We tried to schedule a heater check (provided in Allied's contract) in September before the policy expiration but One Guard will not do it until October, which is after our policy expires. We do not plan to renew because the one AC check we had was done very poorly and we even paid for that service call. Two other repairs needed during our first year were not covered under the policy. If you're considering a home warranty policy, read it very carefully and plan on getting less than it says. I'm sorry we paid for the first year but we will not repeat the mistake.

Texas home purchase. Had plumbing issue. OneGuard Reference to SWAT Plumbing. SWAT provided a quick fix with no city inspection permit pulled. Three years later I am spending a significant amount of money again ($6,000) to RE-REPAIR what was to be a fix. If you have a OneGuard Policy DO NOT let them hire SWAT Plumbing. I would highly encourage OneGuard to not contract with SWAT Plumbing any further for fear of dragging their service down with poor execution from SWAT Plumbing.

I had them for almost 4 years. It has become increasingly more difficult to get repairs and certainly to get them timely! My oven had been broken since Christmas Day. Someone came to repair water heater and now things aren’t working. That’s sad.