OneGuard Home Warranties Review

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.

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. They charged ANOTHER service fee, took our system apart and disconnected it from the home and said it needed to be replaced be we would have to wait through the weekend, it is now Monday and they are refusing to fix anything saying it is ‘too hard to access’, but their technician didn’t have trouble taking our system apart.

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.