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| - UPDATED REVIEW:
Shortly after I posted the review below, the Customer Service Department at OneGuard reached out to me. I want to thank Dawn and the other members of her team for acting quickly to resolve my issue below that was of deep concern to them, as this was an isolated situation that did not reflect their everyday commitment to outstanding and rapid service to their customers. After calling to apologize to me for the isolated oversight that led to my obtaining an outside contractor, they took the following steps: They went over my written statement with me: looked at their records; contacted the contractor that I used to get a breakdown of the services and products that were used to fix my problem; and then offered to reimburse me to help offset my out of pocket expenses in an amount that I considered to be very fair, which I accepted. I feel that this showed the true operating standard of OneGuard and their determination to always help their customers in an efficient and timely manner. Throughout the above process, Dawn and her team were extremely courteous and worked diligently to resolve my issue in just a few days. I believe, based on this experience, that you can use OneGuard with confidence.
ORIGINAL REVIEW:
I entered my garage around noon On Tuesday, May 2nd to find water all over the floor. The Hot Water Heater was leaking from the top and several boxes of stored item were getting soaked. In addition, I was concerned that the water would work its way through the sheetrock to my Son's bedroom on the other side.
The water shutoff valve handle on the Heater was frozen, so I had to turn off water to the entire house.
I promptly initiated a call to OneGuard's customer service phone line. I was put on hold for a total of 56 Minutes during 4 attempts (one was over a 21 minute hold!!)
During this time, I twice tried their online service request, noting my problem. After I entered each request, the system replied that someone would get in touch with me the NEXT Day.
However, within a couple of hours I did receive calls from two plumbers. One telling me they could get to me "tomorrow" and the other saying they had an opening on "Thursday" -two days later.
I finally left two voice mails asking for a call back.
When the first one came I didn't answer because I was on hold (again) and didn't recognize the area code. They left a voice mail to call them back. I did and got another voice mail putting me on hold again which went unanswered.
When the second call came, I answered and got a live person (my problem has now been going on for 3 hours). The person was pleasant while I explained my problem and that I was unable to use water in my home. He put me on hold while he checked for a plumber. When he came back on, he said it would be the NEXT day before he could get someone out! That being unacceptable I finally contacted a plumber on my own who was able to respond in under an hour. End result, I needed a new hot water heater due to an internal crack. My cost out of my pocket: $1,855.65!!!
I was told by the person that I spoke to that OneGuard would not reimburse me for this cost even when presented with a valid paid in full invoice.
Whether or not they have the right to have 24 hours to resolve a problem, the evidence would seem that they are SERIOUSLY under staffed in the customer service department when you factor in time on hold and the fact that they couldn't respond to emails until the next day. Having an AC go out or a dishwasher malfunction is one thing, but everyone knows how destructive water can be. In short, I feel that if they were unable to provide a plumber they should reimburse me for contacting my own plumber in order to get my home functioning again.
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