One guard home warranty Everyone who works in their office. They all are impossible and unreliable to deal with. I had problems with my 2 year old air compressor after a few visits nothing was covered. They used false pictures of a dirty filter as grounds not to cover my work. Phoenix, Arizona

We are very sorry to hear about your frustration and dissatisfaction. Your satisfaction is our highest priority and it always pains us to see that a customer is upset or dissatisfied with our service. So, we acted quickly to review the details and circumstances of your service request to see if we made any mistakes or to understand if there were any possible misunderstandings. The following is our findings and response.

Air conditioning problems can certainly cause frustration (especially in the summer heat), and unexpected repair bills are no fun. Purchasing a home warranty is a great way to help manage unexpected breakdowns and repair costs. When breakdowns occur due to normal wear-and-tear, we quickly dispatch a licensed and experienced contractor to your home and pay all parts and labor necessary to repair your covered item; and, if we can't fix it, its replaced with a new, brand-name unit. But please understand that all home warranty coverage is limited to covering breakdowns caused by normal wear-and-tear. Most household items do not require manufacturer recommended maintenance; however, air conditioning systems do require the replacement of filters on a monthly basis in order to prevent pre-mature breakdowns to the A/C system. 

While we sincerely wish it were possible to cover every claim, we simply cannot cover repairs that become necessary due to negligence or lack of maintenance. As you have indicated, dirty filters lead to a clogged system, and causes pre-mature malfunctions and damage to critical components of the air-handling system. This is a clear case of a cause-and-effect relationship in which lack of proper maintenance caused damage, and such damage is not covered by ANY home warranty provider. Just like an auto manufacturer will not pay for the costs to repair an engine failure if the owner does not change the oil, a home warranty does not cover the repair costs of a breakdown if the failure is caused by a lack of manufacturer recommended maintenance.

Our highly-trained and experienced team of caring professionals works very hard to exceed our customers expectations. We have never sought a creative means by which to deny a claim, and we never will. In fact, were proud of the sincere efforts our team makes to find ways to cover claims others would deny. We believe its the right way to do business because its the right thing to do. We stand on our reputation for providing exceptional service and customer satisfaction. 

To accuse us, or our licensed contractor, of fraud is a serious allegation and one we dont take lightly. We have a long and solid history of serving and satisfying our customers. Our customer satisfaction ratings are superb, and we maintain the highest renewal rate of any home warranty company in America. We simply could not achieve these things if we did not operate our business with the highest ethical standards and commitment to customer loyalty. We understand that it is frustrating when a breakdown is not covered by your home warranty coverage; however, there is simply no merit to your claim that we are unreliable and used false pictures to deny your claim. We would be happy to not only provide you the pictures but also to show you the clogged coils.
The following are a couple of important points for clarification:

• We charge a service fee as outlined in our residential services agreement (not a deductible).


• We did not double bill. The total amount paid to repair damage was caused your tenants dogs and was charged by the contractor.


• Any monies paid were to the contractor who performed the repair(s). 


• We changed our company name from ServiceOne to OneGuard to avoid being confused with another company doing business as ServiceOne elsewhere in the United States. Weve earned a stellar reputation under both names. 

At OneGuard, we genuinely value our customers business, and we appreciate feedback. We do make mistakes from time-to-time, but our team members work quickly and diligently to correct any error on our part. However, after a thorough review of the details of your A/C claim, we confirm that no errors were made in conjunction with the diagnosis of your A/C system. While we understand that it is never pleasant to find out that a problem is not covered, we sincerely hope that you now understand that we were not acting with malice or error in connection with the diagnosis of your A/C system. Finally, it is our hope that we can restore your confidence in the value of a home warranty and your confidence in OneGuard. Please let us know if there is anything more we can do to help you gain comfort and understanding with this decision.