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  • Air conditioner stopped working Sunday afternoon 7/9/17 and wife is 8 months pregnant. Called "OneGuard" our Home Warranty service that same day (on 7/9/17) at ~4:30PM and was assigned "Cool Blew" as the contractor to troubleshoot and service our Air Conditioning Unit. After my initial phone call I received email confirmation and instructions that the contractor "Cool Blew" would in fact be calling us within "4 Business Hours" which would have been noon today 7/10/17. After 3pm I still had not received a phone call from this contractor. At 3:30pm 7/10/17, I finally called the contractor to ask why they never contacted me to schedule the appointment. I spoke to Heather who was pleasant yet seemed indifferent. She claimed the "4 hours" call back time is only true for Winter Hours not for Summer hours and stated something to the effect of "Oh I don't know why they tell people 4 hours". It is painfully evident that "Cool Blew" and OneGuard Home Warranties have a critical communication problem which costs their customers time, money and agony. Heather then went on to tell me that nobody would be able to come out to service our HVAC unit until Wednesday or Thursday (2 to 3 days from now and 3 to 4 days from initial report of failure). I will pay out of my own pocket to have another contractor fix the problem promptly as my wife is 8 months pregnant, temperatures are upwards of 110 degrees here in Phoenix and I do not want to rack up $100's in hotel costs waiting for service. For this experience, the contractor gets 1 star and OneGuard Home Warranty will also be getting 1 star on multiple review sites.
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