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| - I have been a customer for many years (used to be called Service One). Since OneGuard took over I have noticed the coverage has gotten less (even when you pay for the Ultimate contract), contractors that they dispatch have gotten worse (no show, do bare minimal work or are not familiar with make/model of work that needs to be done) and lack of customer service of OneGuard even when you take the time to fill out the questionnaire on how they did (OneGuard customer service and/or contractor that they dispatched).
I had a digital thermostat that needed to be replaced. I specifically asked the contractor to replace with a 7 day/7 programming capability which is what I had that broke and he ensured me that he was replacing the thermostat with a different brand with like functionality. Well when I went to go program the thermostat, it was set for 5 days/2 days, not the 7 day/7 programming capability that I asked for. I called the contractor and they told me to read the manual that this is something that I can do myself. I read the manual and in order to get it to function this way, I had to remove the circuit board, flip a switch on the back and then reset/reprogram the manufacture preset settings. I was not about to mess around with this in the middle of summer (and mess up any warranty) so I contacted OneGuard and explained the situation. It was past the expiration date (and they did not offer to waive the dispatch fee due to their contractor NOT following through what they said they were going to do) so I told OneGuard that I was willing to pay the dispatch fee and specifically provided the make/model # and asked for a contractor that was familiar with this thermostat to do the work. The contractors that showed up immediately informed me that they were not familiar with this thermostat. I handed them the manual (pages tabbed/highlighted what needed to be done). The contractors went outside (most likely he Googled or called the manufacturer directly), came in, removed the circuit board and told me that it was already switched to 7 day programming. I informed him that it was not working correctly and they he needed to figure out how to reset the factory presetting so that the 7 day programming will work properly. He went outside again, came back in, figured it out and I made him test with me to ensure it worked properly before he left. I should have been charged half price since I did all the trouble shooting and he interrupted my work/time. This all was documented on the feedback to OneGuard and not one person commented, responded or apologized for this mess.
The night before Thanksgiving kitchen sink backed up (would not drain; problem was in the main line). I called OneGuard first thing Friday morning. The plumbing contractor called me within the hour and informed me that someone would be out on Sunday between noon and 5pm. I was quite surprised that they would be working on the weekend and I even questioned the Sunday appointment and she confirmed that yes, it would be on Sunday. Well I sat around all afternoon on Sunday. Around 3:30pm, I called the plumbing company and their dispatch answered. I inquired when would the contractor be arriving since it was getting late in the afternoon and she informed that she did not have any access to a schedule and she would send a message for the contractor to call me. The contractor called me to inform that I was not on the schedule for Sunday and that he was only responding to floods and that my call was not considered urgent. He informed that he would send a message to have them work me in first thing on Monday morning since they screwed up my appointment and inconvenienced me all day (he admitted that they have a new scheduler and perhaps she got her days all mixed up with the holiday this week). I sent OneGuard an email letting them know of this mess (not having a kitchen sink since Wednesday and washing dishes in the shower which is now backing up because the issue is in my main line whereas I cannot use the dishwasher). I called the plumbing company first thing on Monday and they had me down for Monday between noon and 5pm (I work a 2nd job and that would not work). I explained the situation and they were in denial of their error. The plumbing company did agree to get someone out sooner than later after I told them that if they could not get someone out before noon that I would ask OneGuard to dispatach another plumbing company that could come out and fix my drains today. No one from OneGuard ever responded to my urgent email/escalation needed or even phoned the plumber to follow-up. Great customer service, huh???
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