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  • I'm not quite sure where to begin. I've been a customer for 10 years and have warranties on two properties. I was extremely pleased with the service I received from one guard up until about two years ago. Suddenly all of the processes seem to change and just about any repair required "approval" which always seems to take it completely unreasonable amount of time, at one point it took entire week to receive approval for a necessary repair on our AC only to have the contractor show up with the wrong part. This year the air-conditioning at our residence has gone out five separate times and we have had repeated issues with the unit at our rental property. I truly believe that one guard only employs contractors willing to lie and slap a Band-Aid on the problem in an effort to avoid meeting their obligation to replace a unit that any honest contractor would replace. I had one contractor suggest that my air handler be replaced and funny enough before too long he was no longer working as a contractor for one guard. I have a small infant at home and as a result of repeated repairs this summer have spent 8 nights in a hotel for which one guard reimburses a paltry $65 a night. This has created an extreme amount of stress for me as a full-time working mom, as each time I've has to put my life on hold and pack all of the many things an infant requires in a sweltering hot 90 degree home. I've had to take time off work to move my family back and forth. This past weekend my air conditioning went out again at 10 PM on a Friday and because of a family event being hosted at my home the following day I decided not to call oneguard but instead call an emergency HVAC company. The tech diagnosed a Freon leak and had to refill 5 lbs of refrigerant to the tune of nearly 1000 dollars. I told the technician that I had just had Freon filled a couple of months ago as well as the prior year and he explained to me that the cause of the repeated refills was a refrigerant leak and that air conditioning units in general should not require Freon to be refilled. He explained that the only remedy for our unit was to replace the unit entirely. I believe that the contractors employed by one guard were aware of the leak and the need to replace the unit and one guard has repeatedly ignored the need for the unit to be replaced. I'm not sure what my next steps are, I'm considering contacting the AZ Attorney General regarding their fraudulent business practices as I am confident they terminate the contract of any honest repair person acting in the best interest of the consumer. If a unit going down FIVE times in a single year does not warrant a replacement can someone please tell me what does?
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