Complaint Review: OneGuard Home Warranty - Mesa Arizona

Really?  Renters are the A/C experts for OneGuard Home Warranty?  Renters pay for A/C services, keep records and provide factual information?  Wow, that will be a revelation for all Property Owners and Managers. 

I very am very pleased that you placed in writing that you denied the A/C claim on my other property.  That is exactly my point!  I have made a total of two A/C claims with OneGuard Home Warranty as a Property Owner and Manager and both A/C claims were denied.  Same contractor, same story, same denial.  Thank you for helping me make my point!

If you are a Property Owner or Manager reading this, take your money and go somewhere else.  You have been warned.

We know that nobody wants to hear that their claim has been denied.  We never want to deny a claim, and actually look for means by which to cover even “gray area” conditions, whenever such action is possible under the law and in accordance with our contractual obligations.  

Unfortunately, in your situation the claims were denied by OneGuard due to pre-existing problems with the air conditioning systems, prior to the effective date of the warranties.  We have reviewed both claims, and attempted to explain the reasoning for the denial to you and the property manager.  For the most recent claim, the effective date of the home warranty was July 23, 2013.  Based on conversations with the tenant and property manager, the problems with the air conditioning system were already in existence.  Both parties advised that air conditioning contractors have previously been to the property on numerous occasions to diagnose the problems with the unit.  The representative with the property management company advised us that 8 pounds of Freon were added to the unit on June 29, 2013.  That is a substantial amount of Freon to be depleted from a unit that holds between 10-12 pounds of Freon, and a good indicator that a leak is present.  

Adding Freon would only be a temporary fix as it would escape into the atmosphere.  Our contractor advised that leaks were present in the coil.  In addition, the tenant advised our service contractor that one of the contractors you hired to troubleshoot the unit, pulled the coils back to find a leak.  We have forwarded the pictures to you representing the damage to the fins and a clear presence of a thick residue of Freon in an effort to clarify.  The description on the work order was for a unit that was not cooling and leaking coil.  

The first claim you are referring to took place 2 years ago.  It was with a different service contractor but the scenario was similar.  It was a new policy that was only in effect for 12 days, and a claim for air conditioning repair was initiated.  Upon receiving the diagnosis from our service contractor, the claim was declined because the problem with the unit was in existence prior to the start of the effective date of the warranty, as both the air handler and drain pans were severely rusted.

The home warranty covers for the mechanical breakdown of items that are in good, safe working order and correctly installed at the premises on the effective date of the residential service contract.  We have reviewed all the information associated with the claims for both policies, and we do not doubt our position, that the problems you were experiencing were already in existence at the start of the warranty.  

Sometimes homeowners purchase a home warranty, thinking that items already in need of repair would be covered.  Or they may wait for some time to pass before calling in a repair with the expectation that it would be covered under the home warranty.  Unfortunately that is not how the home warranty works.

We apologize that you are not happy with the terms of the service agreement.  We understand how frustrating air conditioning repairs can be.  Thank you for allowing OneGuard Home Warranties the opportunity to provide you with this information.  

Sincerely,

OneGuard Home Warranties

oneguardhomewarranty.com

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