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| - Our pump handle broke when my husband lifted it to backwash, and this break caused damage to the pool equipment. OneGuard refused to cover this, saying it was not normal wear and tear. What could be more normal that a break of a an old handle during routine maintenance? In addition, they took six days to get a negative decision. By this time the pool water was turning green. The report that they based the decision on was completely opposite to what the technician told my husband when he was here. It was if he had been influenced to change his assessment of what happened so it would not be covered. This really smells like fraud. We had a technician evaluate the equipment (bonded, insured, 4.5 star rating, and he concluded it was just an event that occurred from the handle break. We asked for a second opinion and they sent someone with a poor service rating. When I complained about substandard service, they said they could get someone else there but it would take 6 more days for them to respond. Having our hand forced, we allowed them to send the poorly rated company and of course, their opinion was the same as the first one. Thankfully, we did our research and found a highly rated bonded and insured firm to help us. Blue Cactus Pools came to our rescue, arriving one day to estimate the work, and fixing our pool the next day. We will not be renewing our warranty, of course. I have shared my experience with my realtor, and I am filing a complaint with the BBB. I will be sharing this experience to inform other victims before they buy.
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