One Guard Home Warranty Dishonest, unreliable and unprofessional Phoenix Arizona

I still have an unusable faucet -- if you refer to the original request from me for service it clearly states the faucet needs to be replaced.  I see no offer from your company to provide a resolution.  Nor have I heard directly from your company by phone, letter or e-mail.  This appears as some sort of "puffing up" your sincerity to anyone that was wiser than me and checks this website before doing business with One Guard.  Still waiting for a kitchen faucet........................................

Dear Ms. Hall,

Thank you for providing this information and allowing OneGuard Home Warranties the opportunity to respond to your concerns.  Please allow us to start off by apologizing that our Customer Relations team was not involved in this interaction as we would have helped to ensure the successful completion of this repair.  We pride ourselves on providing reliable service and we are very sorry the situation escalated to this level, resulting in the cancellation of your warranty.  

We have reviewed the entire timeline with respect to your claim for the faucet and realize there was a lapse in communication, although it was not your fault.  Our records indicate that you did contact OneGuard after the technician left to complete the repair, advising the faucet was still not working.  Therefore, we proceeded to contact the contractor on your behalf to let them know.  We have reviewed the phone conversation between our representative and the contractor acknowledging they would follow up on this repair.   After that we have no record of further communication from you until September 19, 2013 when our Customer Care division received an e-mail from you indicating the repair was still not completed.  The service contractor returned to the property on October 11, 2013, and because so many months had passed from the original repair, OneGuard advised another service fee would be due for the visit.  Unfortunately, this interaction could have been handled differently on our end, and this is when you stated that you wanted to cancel the warranty.  

The effective date of the home warranty was March 17, 2013 and the cancellation was processed on October 11, 2013.   When we receive a request for cancellation, our process is to issue a pro-rated refund.  In your situation, no refund was provided.  Please note, however, no additional money was requested by OneGuard. Here is a breakdown and explanation of the charges:

 Total Premium Paid: 366.00

Total Premium Used: -499.20 (this includes months used and claims that were paid out)

Base Refund Amount: -133.20

Administration Fee: -50

Refund Amount: -183.20

Please see the excerpt taken from your service agreement regarding cancellation, that went into effect at the start of the warranty that you initiated online:  

J. CANCELLATION

In the event that a Direct-to-Consumer Customer’s contract is cancelled within 30 days of the effective date, the contract holder shall be entitled to a full refund of the paid contract fees less any unpaid service fees and claims costs incurred. In the event that such contract is cancelled after 30th day from the effective date, the contract holder shall be entitled to a pro-rata refund of the paid plan fee for the unexpired term less any unpaid service fees and a $50.00 administration fee.  Cancellation of this warranty must be in writing. In the event of cancellation of Renewal Customer contract any time after the effective date, the contract holder shall be entitled to a pro-rata refund of the paid warranty fee for the unexpired term less any unpaid service fee and a $50.00 administration fee.  Cancellation of this warranty must be in writing.

Please also allow us to elaborate on the monthly service fee.  The monthly premium amount of the policy was $73 when you established the warranty.  It has never been less than $73.  The order online showed up as $1 less than it should have been, so we honored that amount.  However, there is 1 month where our system inadvertently charged $74.  Our administration department caught the error and issued a policy credit for the $1, but please let it go on record that the monthly amount was $73 and never less.

Thank you again for allowing OneGuard Home Warranties the opportunity to provide you with this information. We appreciate the opportunity to respond and truly hope this information helps.

Sincerely,

OneGuard Home Warranties

Customer Relations Team 

oneguardhomewarranty.com