I have been with One Guard (formally Service One) for 5 years. I use to tell all my homeowner friends about their exceptional service. However the last couple years I have noticed a decline in their service. I have had a plummer out for the same issue countless times and it never really gets fixed, they put a band aid on it and a few months later I'm calling back about the same issue. Where as prior if there was a problem they would spend the money to do it right.
My most recent dissatisfaction comes stems from an issue I had with my Auto-billing. I came to realize that my payment had not been processed due to a change in CC numbers so I called this morning to get up to date. This same scenario has come up before and they have always been very accommodating however today they said I would have to go back through sales and get a new plan with a significantly increased price. Given that I wanted to make sure I was covered I initially agreed to the increase but after the sales rep took my payment she then mentioned I would not be covered for 10 days because it was a new policy and I had a lapse in coverage.
I understand that it is my fault for not remembering to update my Credit Card information but a phone call would have been nice too. Once I realized that my previous payment did not process I called right away to get squared away and paid the previous amount owed. Because I paid the previous amount and the current amount due I should have had continuous coverage but they saw it differently and said they were treating me as a new client.
After I got off the phone the whole situation did not sit well with me so I called back to discuss why I was not reinstated and why I had to get a new policy at an increased rate. The increase was around $15/month and after shopping around this was significantly higher than most of their competitors. After kicking it around I decided that if they were going to treat me like a brand new customer and increase my rate I would take my business elsewhere.
When I called I was told that I would get a call back from a supervisor, after an hour of waiting no called so I called again and was told I would get a call in 15 minutes. An hour and half later after that I finally got a call. The supervisor was unwilling to reinstate by plan and after going back and forth about the whole situation I told her to go ahead an cancel my policy. This company is not worth $73 a month for service. If I have to wait for hours to get a call back and then am treated so poorly after being a good customer I will gladly take by business elsewhere.