• Report: #1066509

Complaint Review: One Guard Home Warranty

  • Submitted: Fri, July 12, 2013
  • Updated: Fri, July 12, 2013

  • Reported By: roger — Mckinney Texas
One Guard Home Warranty
PO BOX 940409 Plano, Texas USA

One Guard Home Warranty Misleading Coverage Plano Texas

*UPDATE Employee: Our Plumbing Coverage

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I purchased a home warranty from OneGuard for my new house. This was my first call with them. The problem was that I had issue with my bath room drain stop in my bath room tub and it was broken so I called them and asked if they can come and fix and was surprised to hear that it was declined and when I asked them the reason they said it is not covered under the coverage when I asked them the why they said this is nice to have feature in the bath room tub. I explained to them as their policy clearly states that bath tub, drain is covered but they refused to cover this. Also I told that if there is not proper drain then it might cause bigger issues to fix so why is that a small problem is not covered but their argument is still the same that is nice to have and we cannot have everything in the policy detailing in what is and what is not covered. It was almost a week they keep saying that some one is going to call but there was no resolution.


This report was posted on Ripoff Report on 07/12/2013 12:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/One-Guard-Home-Warranty/Plano-Texas-75094-0409/One-Guard-Home-Warranty-Misleading-Coverage-Plano-Texas-1066509. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Our Plumbing Coverage

AUTHOR: OneGuard Home Warranties - ()

We are sincerely sorry to hear that you are not satisfied with our coverage. Though most warranties have some restrictions, and no home warranty covers every item within the home, we work very hard to provide comprehensive coverage, without a lot of limitations, at an affordable rate. We are not perfect, but our 97% customer satisfaction rating says a lot about our coverage and commitment to customer service.

Our residential service agreement provides detail on our warranty offerings, including covered and non-covered systems, appliances and parts and components. Because your bathtub drain-stop is not a covered item, it is not eligible for treatment under our agreement. We sincerely wish that we could cover every claim without limitation, but that is simply impossible. Rather than charge the extremely high premiums and fees necessary to cover every item, we listen closely to our customers and offer coverage that provides the best total solution for their money.

Please note: our service agreement does not indicate coverage for bathtub drain stops, as you have indicated. The agreement reads as follows: [Section F.2.: Covered Items – Plumbing System, Fixtures & Stoppages] Leaks or breaks in water, gas, drain, sewer or vent lines that are located within the perimeter of the main house foundation, faucets (up to $300 per occurrence), showerheads, shower arms, basket strainers, toilet bowls and tanks, wax seals, mechanisms, valves in tub & shower, diverter, angle stop and gate valve, built-in interior sump pump, circulating hot water pump, clearing of stoppages in sewer lines through accessible ground-level clean out. We are very sorry for any misunderstanding.

We do provide comprehensive plumbing coverage (as indicated) including breaks or leaks in drain lines. However, it is our opinion, and that of our professional contractors, that problems associated with, or caused by, a bathtub drain-stop constitute neither a line-based leak nor break. We are very sorry that you disagree with our assessment.

Again, we regret that you are not satisfied with our coverage and apologize for any misunderstanding or misinterpretation of our agreement. We wish you well and hope that you are able to resolve your drain-stop issue quickly and with limited expense. 

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