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| - ONE MONTH OLD BABY IN ARIZONA. THREE DAYS AND COUNTING. STILL NO AC!
This is a terrible option for home warranty if you want to keep your family safe. I have been without AC several times in my life. Every time it felt like an urgent situation. When you throw a newborn in the mix, it is definitely an emergency situation. This company not only didnt think so. In Arizona early october heat can be a huge problem if you dont have AC in your home. We have had temperature reaching a 100 just a few days a ago and today it was 90 degrees.
We called a 24hr AC repair service when our AC went out on Saturday. The AC repair company came out to fix the AC that evening and found out the compressor had gone bad on the unit. It would have cost us $2000 to get the compressor fixed by using a company outside of our warranty. Don't think this place is going to save you any money by finding out what because if you not a contractor for them they will still charge to for service call before do anything.
When I placed a call (that Saturday) to OneGuard, I was told that no one could make it our home until Monday night(two days later). I let them know about my family having one month old baby and the temperature gauge in the house reading 84 degree. The rep let me know that that they don't have any contractors that can service my AC on Monday but I would be put on a priority. I let the lady know that a company had already been out to the home and that it was the compressor that needs to be fixed ASAP. There are several AC repair companies that fix AZ around the clock in Arizona. OneGuard could not find anyone that could make it out.
At this time, we were forced to stay in hotel room for two nights.
I received a call Monday morning from one of the contractors used for OneGuard, They let me know that they had several stops to make and that they would not be able to make it over to my home t the earliest 2:00pm and the latest being 6:00pm. I mentioned the priority list that One Guard was supposed to place me on and the one month old baby. The company knew nothing about my newborn and it was never noted that we were supposed to received priority. We have already been out of our home because the temperatures inside were too dangerous for newborn baby. I called OneGuard immediately after my conversation with the company that was being contracted.
The rep I spoke to knew nothing and had no real answer. When I asked about being placed on priority the rep couldn't make up her mind if they had a priority list or if she needed to find a good excuse to why I didn't make the priority list (that I was supposed to be on). Apparently the priority I was told about was for their notification and not anyone else.
One Guard was able to find me a contractor that could make it to my home earlier at 1:00pm that day (one hour earlier). I called the new contractor and told them about the situation in my home. They also let me know that their was never any mention on a priority or of a baby.. I informed the company about the bad compressor (report made by company that I called out on Saturday). They let me know that if it was the compressor that they would also need to order a part and that it would take days. I let OneGuard know about the diagnosis form the AC repair company on Saturday night. I was told on Monday that they do not use diagnosis from company that they were not contracted with. I called OneGuard again, trying to get back into my home to see if they could speed up the process. Two nights in hotel was unexpected and now am facing a few more days. I called OneGuard again and was placed with a rep that seemed pretty incompetent about there job. This rep let me know that the reason that I didn't get service on Sunday is because I called and canceled my service call on Saturday. It probably took her 7 minutes before she realized that service call that was canceled was on Monday morning and it was by them (OneGuard) to make me an earlier (by one hour) appointment.
They basically wasted two days and took my money upfront for the service call.
At this point I let them have it. I told them what I thought about their poor service. how they were putting my family in danger, and that I didn't feel protected by home warrant. Now I know you get what you pay for but these reps were something else. In response to the heat in my house, she told me that it was nice out and that I should open some windows. I can joke all day with best of them but judging by my conversations with the reps I spoke to, they definitely were not on my level.
Bottom line when a child safety is involved, its not a joking matter. These people are supposed to protect people and their families. I can see by all of the reviews that I have read that they have done a terrible job. I am very skeptical of anyone saying that this is 5 star company, at any point. Try calling them and ask them about their policies, you will probably get different answers..
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