Homeguard Homewarranty
Reviews and Complaints

easily the worst company i have had the displeasure of working with. did a claim last year and they would not cover it, they offered me a quarter of the anticipated cost as hush money despite me showing them 4 places in my contract that said it should be covered. now i am doing another claim with them and they say it's my skylight not my roof so its not covered (despite that not being what the roofer who came here said to me.). I would not be surprised if they were encouraged to lie so they wouldnt have to pay out. not only that, when i called to make the claim they tried to send a PLUMBER to fix my roof! The lady on the phone sounded out of it - no short-term recall, forgetting what I just said. Luckily i was double checking her work.

This business is a total scam. They are preying on innocent homeowners and elderly who are easily misled by these inappropriate "marketing" pieces. They look like a threatening final notice, and or expiration of an important policy that will go out to the homeowners lender. In actuality they are solicitations. They represent as if the homeowner has coverage with them and it's expiring when they know there is no coverage in place. They also use the homeowners publicly available lender and contact information and name, To make the fraudulent letter look official. They also put false expiration and immediate response by dates to increase the sense of urgency further confusing the individual that they must respond or risk losing their home.

REJECTED. I received 15 months of Home Guard Warranty when I purchased my home Nov of 2021. During the time of this coverage (still in effect), I had approximately 5 or 6 repairs for my home air conditioning. Two of the last visits were by 2 separate companies, both stating that if there was a need to come out and fix it again, they BOTH would suggest a complete replacement. Now long after my last repair, I received a letter from Home Guard stating; "After careful review the Underwriting Department has declined to renew your policy." WHAT? I strongly suggest to get ANY OTHER company for your home warranty. I have and will never suggest this company to anyone, including the people I don't like. I am 67 yrs old and in my opinion, this is a small form of ELDER ABUSE!

This company did the absolute bare minimum necessary to get the AC working. The unit needs to be replaced according to a contractor I called and paid for out-of-pocket. HGHW's policy is to keep recharging the Freon until the unit can no longer be put in "working order", regardless of what any reasonable homeowner would do. Their own contractor said "this is how they operate, and the fix might get you through the summer. The unit is well beyond it's useful life and is not reliable. If it stops working again, call for another quick fix". It did get us through the summer, but I just received notice that the policy WILL NOT be renewed at the end of the term. I still have a substantially defective AC unit for which I paid for the comfort of knowing that I would be covered for this exact situation - it's in their sales brochure. Thanks for nothing and buyer beware!

I reached out to HGHW since my AC stopped working. It has been 8 weeks since I started the claim process. Every time I call, I hear different stories. Few times, I was told that they are waiting for a quote from the technician. The technician said he submitted the quote long back. Some time, I was told that they are getting a second opinion. Some times, response is the claims approver is out of office, then other times, response is, there are several claims to process and they don't have an ETA to approve my claim. For straight 8 weeks, there is no AC in this hot weather at California. I asked for a cash out to fix the issue myself. No response for that also. Complete waste of time and money. Only benefit from HGHW is, I have tons and tons of apologies from them and no action to resolve the issue. Customer care called always goes to voice mails. Frustrated and regretting.

Homeguard will not repair. We need to stand together this is our money. We want the same respect. Just like Homeguard wants our money at the time they requested with no discount or credit of payments. We want to be hear out and taking care in a respectful way too. Not by using you customer rep to lied to us keep us in the loop by multiple calls and telling us excusesed prolonging the claim to be submitted or process getting the repairs in order. We have the power to take this company public Media is big and we are Media letting people know to be careful with this company they just take your money and do nothing when we need their help. Please homebuyer and Real State agent dont use this company Homeguard as you home warranty it will give you headache and stress when something need to be reapair in your home. My water is turn off for almost a week with no response from them. PLEASE DO THE RESEARCH.

Homeguard will not repair. I called on Thursday to open a claim and letting them know something is not right with my kitchen floors. My Kitchen floor was super hot and I didnt understand or know why no water at this point. Friday left and came back home afternoon my whole outside my kitchen sliding door was under water it was a slab leak. I had the water turn off and call Homeguard and they told me no claim was issue. They give me the round round and no answer to my problem. They stated I need to called my own plummer out network and they dont do emergency calls. It takes 24 48 hours to get someone. Oh and they dont know if I would be reinburse for the services. Today is Tuesday March 1 and no one has call or come to get my situation fix or something answers. I have no water since Friday wating for this warranty to get back to me and nothing. The worst customer service really the truth. What else can I do?

Do not buy this warranty! Our A/C went out in July. We live in AZ. It took 3 months to get it replaced. I had to make so many phones calls and put up with so much BS to get this done, it's just ridiculous. A/C replacement was finally approved after 5 weeks from date of claim. A/C company that did the job, claimed for another 6 weeks that parts of the system were on backorder and unavailable. Now we have an enlarged attic access hole, in the ceiling, that Home Guard refuses to repair. This company DOES NOT return phone calls. Now all phone calls go to an answering service...don't bother leaving a message with them...no return calls, period. I'm confident that a judge is going to rule in my favor, regarding the repair of my attic access hole in the ceiling. Especially after having to live in my bedroom, with a portable a/c unit, to survive summer in AZ. HOME GUARD HOME WARRANTY YOU SHOULD BE ASSHAMED OF YOURSELVES!

My pool has been giving me trouble all year. The pool company one guard primarily uses, All Star Pools, took so long to come out and fix the problems I had to pay to shock the pool. I have also had to get a second opinion before because the technician that came out did not know what he was doing. This last time they said the cracks were due to over tightening. I took picture showing that the air leaking in was not due to this but they would not come back out. By then I had two option, get one guard to send someone out for a second opinion, likely taking a week or more; or pay for it myself and hope that one guard reimburses me. I chose to pay the $150 to fix it myself. When a manager of one guard called me she would not reimburse me. I told her I saved the part so I can show them what was wrong. Still nothing. So in this situation my only choices were to pay for it myself or wait for the second opinion but then I would have to pay to shock the pool because it would turn green...great customer service. I will not renew my home warranty with them.

This company is a fraud. When you have a claim they don't pay. I purchased the total protection plan and it's worthless. Don't waste your money. Had a broken pipe under house. Had to turn the water off. When I called HGHW, after sitting on hold for over 30 Mins, the rep told me I'd be contacted within 24 hours. I could not wait to have the pipe fixed. I had repaired the same day. Thank god I did, HGHW never called me back. I emailed the invoice and documentation to rep I purchased policy from. She forwarded it on. Finally received a call back stating I didn't follow proper protocols stated in contract. She said they attempted to email and call me which is false. I never received an email or phone call. If I would have waited for them to call/send someone out, the damage would have been much worse. This was an emergency that needed to be addressed immediately. This policy is useless! I'm a real estate agent who has purchased this policy for my clients. After talking with them and other agents, they all say the same thing. These policies are a waste of money and claims never get paid out. These fraudulent companies should not be in business!

By default we had purchased their ADVANTAGE WARRANTY with the purchase of our first new home. Let's just say that my experience has been nothing but disappointing. Customer service - horrible Don't count on having after hour emergency help. I had plumbing issues (which all plumbing issuing are 90%emergencies btw) - backed up shower and tub and no toilet can flush and everytime we use faucet it pushes brown gunkout into the shower and tub. Called on Sunday night a receptionist answered but couldn't help much but said to leave a message. Which they didn't return a call, I had to call them Monday morning. Monday morning finally they where able to get vendor contact to me which ended up not servicing my area. The second vendor wasn't able to come till afternoon. Called HGHW to find better vendor with more immediate help. Since I have a little one we need running water and could not without brown gunk backflowing into the tub and showers. Well I was told that service in my area "any and all other vendor would all end up around 1-3pm or later or even 2-3days"...Which is crazy because I called other plumbers (rotorooter for example) in the area and all said would be able to make it withing 2 hrs. They also dont provide a vendors list so you cannot at least reach out on your own and submit claim later. You have to call through them which delays all services, and they aren't even helpful for after hours emergencies. HWHG you guys need better vendors or either you need better customer service. Overall untrustworthy, non transparent and not for their for the customers. DONT PURCHASE this home warranty ... unfortunately im stuck with them. Don't end up like me. Unhappy homeowner customer.

I received my final notice. First, no one should ever respond to unsolicited mail or email. If you might considering replying, please go on the internet first and do a search on the company name for reviews. Your eyes will be opened. Second, these shams get their information from where? Well, some mortgage companies share the information about your business with other companies. It may even be stated somewhere in the contract or myriad of paperwork that they will and can share your information. They may list the type of companies they will share information with. These other companies have no such contract with you and are not bound legally not to share it with their affiliates and so on and so on. If you are diligent, you would probably find a deeper connection within the companies such as your mortgager has stock or is a relative of someone within the other company. They all scratch each other's backs. Don't be foolish and think it doesn't happen. How did Martha Stewart get a prison sentence? Insider information on stocks. Then, of course, there is always public information about the buy or sell of property published in some local newspaper. The sham artists have staff paid to pull this information to add to their targets. So I knew not to answer this 'immediate response requested final notice.' It went in the trash. I wish more people would make the effort to research any mail they get that is unsolicited. Especially when money is or will be involved and it's as obvious as these notices are that this company doesn't want you to know their address, a name or department of someone to connect with and sent in a 'Standard Presort' envelope containing no postal city. Watch your back, and trust in no one until you prove to no end they can be trusted. If you want coverage, speak with your homeowner insurance about possible additional coverages or ask them about companies they are aware of that are legit.

Home Guard Home warranty (HGHW) will screw when you have a claim. Do not do business with them.
Laguna Premier Realty is the agency when I brought the new house last year, they refer me to buy home warranty from HGHW.
I filed two claims, they turned it all down. Then My light on the island Range Hood is broken. They finally accept this claim. They sent a guy over to look. Then they informed me that they could not find the parts. They would give me cash out for 650.00. I rejected it. Because I don't know how to find people to fix it and it is a 3500.00 expensive Range Hood.
Alicia Sanchez (Lead Ordering Agent in Home Guard home warranty) told me to cancel the contract and sent me a cancellation to sign. I did not sign it; they just used a phone call and told me that they are dropping me. Two weeks later they sent me a 330.00 check for the rest of the premium. I contacted them and ask" if you are going to drop me, you should give me the cash out of 650.00 plus the premium 330.00. Why only 330.00?
They ignored me for 2 months. I finally talked to Andrea Meredith (account manager for Home Guard home warranty). Those house sold by Laguna Premier Realty, they new owner all go to Andrea Meredith for home warranty. She said there is nothing she can do. But she sweet talks when she needs your business.
It is a strong bad faith case, But the attorney told me that he needs at least 5000.00 retainer to file the lawsuit.
I could not go to the small claim court, people told me that it is waste of time, you can get a judgement then the problem is collecting it.
Home Guard knew, their client will have the difficulty to sue them, so they can do me so wrong. As far as my understanding, Andrea Meredith, Alicia Sanchez, Laguna Premier Realty, they all work together to screw up their naive and decent customers. Laguna Premier Realty gave Home Guard so much business, they knew what happen, they could make a phone call to help me. They refused to do so.

Their phone matters Suck! I am a woman that is 45 years of age. I am in a period of great mourning in my life. I recently was hospitalized and just released 2-3 days ago because I was suicidal - - - Does anyone care? I'm not so sure. Maybe you stopped reading this and rolled your eyes or maybe not. I am recovering from a great mourning of lifetime physical mental emotional sexual and psychological abuse. How long it will take I am not entirely sure. I was hospitalized due to bullying on Facebook by a woman name Kelly Stromburg and her friends. My husband and supposed best friend in the world just put his hands on me yesterday. I kicked him the *** out but am still *** afraid because I know he has a key to my home and could come back and attack me at any time. This is my life right now. Then I call this "company" and am belittled talked down to in a round about way called crazy. Argued with, not listened to not heard. Not properly communicated with or empathize with. With Mike his supervisor and the supervisor's supervisor. When I asked to speak with the owner of this "great corporation" I was told it just doesn't happen. Well it should because honestly this is NOT the way a human being or any other animal on this planet should be treated period. It effects you CNS and psychological physical emotional spiritual all every fiber of your being. Maybe the CEO of this company needs to learn too. He's got all the money in his pocket and simply doesn't have the time, is too busy, will call me at his or her leisure...as if this is the way this world should work! *** NO! This communication with this company was not receptive, honest any of their values they claim to hold dear. They are liars and scoundrels and are out for profit and are driven by greed. Roll your eyes again... 'get over it lady that's the way the world is' It may be but shouldn't be we all need to relearn communication as animals. The highest animal on the planet. We should be held accountable for our actions. This company WILL be sued. I will sue them for defamation of character ('crazy') as well as personal injury.

This company is a FRAUD and should not be in business. Their pamphlet and online website says one thing and it changes in their contract. I purchased a new home and was given a Home Guard Home Warranty, thinking with a home warranty I would have peace of mind if something goes wrong; WOW, I was in for a surprise when the first things went wrong. Customer service and their management will interpret their warranty to their advantage and will use anything against the customer like me. Almost 2 months after purchasing my house, something went wrong with the water heater and the electrical in the master bath. 1. They would not cover the water heater because I didn't have maintenance records and they claim that sediment had settled at the bottom of the water tank due to the lack of maintenance, but after arguing with customer service and their manager, they agreed to sent somebody to look at the water heater. Tech arrived at my house, looked at the water and left. Home Guard Customer service call me the next day and said that the water heater was not under warranty because the technician had verified that sediment was the cause of the water heater malfunctioning. After a $75 service fee and warranty I was left hanging high to dry. I called a plumber myself to service the water heater, plumber replaced the Gas Control Valve and water heater is now working perfectly. That cost me $135.00. 2. The electrical in the master bath... Customer service and their management claim that I have existing electrical issues and therefore they could not cover my bathroom. They told me I had to have an electrician to correct and service my whole house before Home Guard can cover my electrical. What's the purpose of having a Home Warranty? After arguing with Home Guard, I decided to do some homework and was told to test the electrical outlets and light switches, found an outlet that when I plugged something to it, it would not stay in and would be all loose. Replaced the out and all is working well. Total cost was $7.95 and some research time. That's OK, I believe in Karma and hope one of these days, this company will be looked at seriously to make a change for the best or go out of business. BTW, I was sent a copy of the contract 3 months later. Figure that...

Stay Away from HomeGuard! They are a terrible company, happy to make easy money by selling a warranty as part of home purchases, but then when you actually need them for a repair they try to find any possible way to avoid covering you. We had a leak in the gas line feeding into a fireplace, and could smell natural gas leaking into a bedroom. Over 6 different calls and sending out two plumbers they tried 4 different arguments to avoid covering the repair. Homeguard tried to say they don't cover fireplaces and the gas line leading to a fireplace is the same as the fireplace. (which is ridiculous, is the gas line leading to a water heater a fireplace?) Once they'd conceded that the gas line isn't the fireplace, they requested a copy of the home inspection, where the inspector said "fireplace won't respond (to the remote started)" and tried to say it was because of that. When we pointed out that the battery just needed to be replaced, they wanted a certified technician's invoice for the 'repair'. Once that was escalated to a supervisor, they agreed to send someone out again. That plumber apparently told them the valve isn't working. They then said it wasn't the gas line it was the valve. I spoke with a supervisor again, and we even read the policy together on the phone. He said "We do cover gas lines" but we don't cover fireplace valves, inserts, etc. I explained yet again that this is not a fireplace insert. He interrupted me saying "that's what that is, a fireplace valve is an insert". Getting agitated since we've been over this, I said "a fireplace, like a stove or water heater has a way to turn on the gas. We are NOT talking about that. We're talking about the gas line 3 feet away from the fireplace." He said "We cover gas lines but not gas valves". I said "nearly every gas line, to a pool heater, a fireplace, a stove, has a valve somewhere. Are you saying you cover the gas line on both sides of the valve but not the valve?" He said "the technician said the valve is not working, and there is NO gas leak. If you think there is a gas leak, call PG&E". At that point I nearly lost it. There is natural gas leaking into a bedroom, and he is saying "The technician said there is no gas leak". Seriously WTF? At this point he hung up on me. They will go around and around using half-baked logic trying to find any way not to cover a repair. Stay away from HomeGuard. I wouldn't be surprised if a huge class action lawsuit is coming.

I do not agree with their level of service, I've called a few times no issues until I have a water heater leak, they sent a technician he mentioned is I do not agree with their level of service, I've called a few times and no help at all. I have a water heater leak, they sent a technician, he mentioned is too old and it needs to be replaced or if they fix the leak it will be on my own if it stops working. STOP everything is working now besides the pipe is leaking why something that is working will stop. but they already told me if they come and the water heater stops working it will be on my own to get it to repair. i don't agree since their website stays A Small Price To Pay For Peace Of Mind, umm i called spoke with a supervisor and the person did not listen to me at all it seems he put me on mute and talk to other people while i explain my situation is not acceptable especially when I am paying 750.00 I wish a supervisor calls and pays attention to customers request or at least provide a solution in this case I had option one you pay for the repairs your self if something else happens will give you 150.00 you hire someone else really !. I requested a second opinion he told me I needed to pay for it. Please have someone with a higher level call me back and provide a better solution for my issue I think all customers from *ome Guard should be heard.

We purchased the home in December . The Sellers purchased a 15-Month 5-Star Executive Home Guard Home Warranty. The warranty states that it protects the homeowner against the cost of unexpected repairs or replacements on the major systems and appliances that break down due to normal wear and tear and were in good, safe working condition at the close of escrow. The home was inspected and the inspection report did not indicate that there were any issues with the evaporative cooler; it was in good working condition. We went to use the evaporative cooler for the first time and it heated up the house instead of cooling it down. We contacted HGHW and they denied the claim based on this being the first time we had used the system, which makes no sense as it worked at inspection and we did not need to use it until now. This is a valid claim for an incident that happened during the warranty period in support of a warranty that was purchased for such occasion. The person that I spoke to told me that they had just received an email earlier that morning from the VP of HGHW that they now had to deny all such claims. When we first moved in and the garbage disposal did not work, all I had to do was to show HGHW that the garbage disposal did work upon home inspection and they sent someone to fix it. For some reason they now see this issue as different. I expect HGHW to fix this issue.

I have an advantage plan from Homeguard home warranty. I recently purchased this home and within a few days of the move-in my space heater stopped working. I raised a claim with Homeguard on 23rd Feb and they sent a technician to inspect it on 3rd March. The technician identified that the heaters were improperly installed and had a 240V power line instead of their rating of 120V. This caused the heaters to malfunction and therefore replacement heaters need to be installed. My homeguard advantage plan includes improper installation coverage (attached policy). However, my claim was denied on grounds of secondary damage. I reached out to Homeguard to appeal the denial on 7th March. On the call, the agent confirmed that the primary issue for the damage is improper installation but homeguard will still not cover. When I pushed the matter further, he became rude and kept repeating that this is secondary damage without providing more details on why and what is constituted as improper installation vs secondary damage. The contract/brochure from Homeguard has no clear verbiage of this distinction as well. The agent didn't provide any details on any appeals process. The only benefit of the more costly advantage plan for me was coverage for any improper installation issues as I was purchasing a new property. By keeping the language vague and denying a valid claim, I feel cheated and am seeking recourse. My request is for the company to fulfill their promise by repairing/replacing the heaters that have been damaged due to improper installation. The total estimated cost of repair from technician is ~$

Home Guard Home warranty did very wrong to me, they are scammer Date: 6/19/2022 from *** phone: *** Address: *** Home Guard Home warranty did very wrong to me. Laguna Premier Realty's agent refers Home Guard Home warranty to me when I buy this new house through Laguna Premier Realty. I moved to LWV last year in a two-car garage independent house. I filed two claims, Home Guard Home warranty turned it all down. Then My light on the island Range Hood is broken. They finally accept this claim. They sent a guy over to look. Then they informed me that they could not find the parts. They would give me cash out for 650.00. I rejected it. Because I don't know how to find people to fix it and it is a *** expensive Range Hood. *** (Lead Ordering Agent in Home Guard home warranty) told me to cancel the contract and sent me a cancellation to sign. I did not sign it; they just used a phone call and told me that they are dropping me. Two weeks later they sent me a 330.00 check for the rest of the premium. I contacted them and ask" if you are going to drop me, you should give me the cash out of 650.00 plus the premium 330.00. Why only 330.00? They ignored me for 2 months. I finally talked to *** (account manager for Home Guard home warranty). The house was sold in Laguna Premier Realty all go to her for home warranty. She said there is nothing she can do. But she sweet talks when she needs your business. I kept all the emails to prove what I said is all true. Would you please help me? My phone *** My email:

Two weeks into moving into new home, issues in the restroom arose with the water pressure. They refused to send someone out to take a look at issue. Two weeks into moving into new home, issues in the restroom arose with the water pressure. They refused to send someone out to take a look at issue. Instead made a decision based on over the phone conversations. The agent we spoke to, who is not a licensed plumber, decided the issue was a flow restriction and that therefore the warranty would not cover. Once again, this is the assessment of a non-licensed plumber. The option we were given was to fix a leak (pre-existing), however, after speaking to several licensed plumbers and understanding that fixing the one leak would cause downstream effects, we decided to ultimately fix our home completely. With the assessments that we carried out with licensed professionals we were able to see the damage that the piping had including to our water heater. Once the estimate of the fix was sent to the agency, knowing we DID NOT request for them foot for all the expenses, but simply for the restroom that within 2 weeks of moving in stopped working almost completely, it was easier for the warranty agency to find a "not covered" part on their list and add that as the issue to our home. Once again, I'd like to stress that this was carried out not by a licensed plumber. This company does is not and should not be known for its services. Their approach is to bandage up fixes around the home not cognizant or having a care for downstream ramifications. Sincerely disappointed and at this point no point in having a warranty if they do not honor it even if that means sending someone to assess the home.

After mistakenly setting me up with *** who doesnt service my area, the HomeGuard Customer Representative set met up with *** on 1/15 to repair a slab leak. Additionally, HomeGuard took a $40 payment from me to start utilizing ***g. The confirmation email to me from HomeGuard says "We have dispatched ***., Inc (Plumbing) to address your concerns regarding your Possible slab leak in master bath. You may contact ***, Inc (Plumbing) at (*** to expedite service." Based on the instructions from the email, I called *** on Saturday and Informed their customer service provider that I am calling to make an appointment through HomeGuard warranty and with the PO # ***. The person on the phone then set me up for an appointment for Tuesday 1/18/2022. The technician came on 1/18 and informed me that it will cost $300 to check the leak and it will be an additional *** to repair the pipes. I called back *** and asked them why they are charging me if this is through HomeGuard. I told them that I already paid the Deductible. The person on the phone said that he will double check again. He called me right back and then told me that *** no longer works for Homeguard but they will need to still charge me $300! This is unacceptable. 1) Why did HomeGuard charge me $40 for *** when the vendor does not work for HomeGuard? 2) If *** doesn't work for HomeGuard then why did HomeGuard send me a confirmation to call *** and contact me again a day laterto confirm if I made an appointment? 3) Why did I have to pay $300 for a service that is supposed to be covered by HomeGuard insurance? $300 was the service fee to check the pipes.

Dec 2021 - Purchased Home at ***. A home inspection and home warranty were both purchased by the sellers and we received both with the purchase of our home. Jan 2022 - A malfunction where our dishwasher became stuck on the rinse cycle caused the dishwasher to overflow and damage our home. I filed a claim with home guard home warranty to as for repair or replacement of the defective dishwasher. Feb 3 2022 - service technician sent by Home Guard inspected the dishwasher, told me it was defective and the cost to repair is more than the cost to replace. Also told me Home Guard would reach out with a cash-out offer. Feb 7 2022 - Home Guard rep called me asking if a home inspection was performed as a part of the home purchase, and if I could provide it to them. It was, and I sent them a copy of the home inspection. Feb 8 2022 - Home Guard rep called to inform me the claim is denied and they would send notification in the mail. Their explanation on the phone is that a possible issue with the air gap and the sing plumbing is related to the dishwasher being unable to drain causing the malfunction in the dishwasher. Because this was on the home inspection and we didn't contract with someone to repair it (no proof of repair) they will not cover the defective dishwasher under their home warranty. The home inspection did not recommend any repair to the dishwasher. Also, the dishwasher drained and operated well for the first 6 weeks we were in our home. I am hoping to show Home Guard that they should honor their warranty and repair or replace the dishwasher they warrantied when they sold this policy. I am attaching the home inspection, the purchase receipt of the warranty and the standard sample contract from HGHW website.

Home Guard Home Warranty has repeatedly delayed making a decision on replacing or repairing our Central Air Conditioner. After having the coverage for more than 18 months, the AC stopped blowing cold air on Wed. June 8th. We called on the morning of June 9th. The AC tech set an appointment for Sunday, June 12th. After the set time, they called and said they would come on Monday the 13th. They did and added 4.9 lbs of refrigerant to the system. On the 14th, it again was blowing hot. We called back, they came and said it needed to be replaced. The tech said it would take up to two weeks for the replacement. We did NOT hear from HGHW and called them on the 23rd to see if it was being processed. After several calls that were not returned, we spoke to a "***" and were told it was with the Warranty Review department. Later that week, we made calls to HGHW and reached the overflow phone answering service and were told we would be called back. On June 28th we contacted the *** Commissioners office and filed a complaint. We also emailed a copy of the complaint to HGHW. We received an email on the 29th stating they were sending another company for a "second opinion" (at no charge to us). We set an appointment for Saturday, July 2nd with the company they choose. They did not show up or call. We then found the company they assigned it to is closed for the holiday weekend. We are *** with temperature regulation issues . In the 3 1/2 weeks since this started, there have been no less than 8 heat warnings in our area. Temps have been in the 100 to 107 degree zone. We have resorted to going to a hotel on nights where the temperature has stayed too high to cool the house below 89 degrees using fans and a portable AC unit. In the next week temperatures are expected to rise again.

They are not covering the cost of replacing the motor for the garage door when employee *** said everything is covered under my policy Called HomeGuard on 10/5 because garage door wasn't working. Spoke to *** and he asked some questions to see if the costs to fix the garage door would be covered. He informed me that everything will be covered and I only need to pay *** deductible. They dispatched tech from ***'s Garage Door to fix garage on 10/7. He fixed the tension and replaced a new motor. Next morning 10/8 I get a call from the tech saying our insurance company would not cover the motor so I actually need to pay *** out of pocket. I called HomeGuard and spoke with *** and manager ***. They said it will not be covered because the technician did not call to get authorization before replacing a new motor. This is clearly a problem between HomeGuard and their own vendor, yet they are trying to make me pay for something that is not even my problem. I reminded them that they said I don't need to pay out of pocket for anything. However, HomeGuard is changing their words and is now saying the motor is not covered because our home insurance policy is too new so the problem was pre existing. I tried to explain to them that the garage door was working perfectly fine for a good couple of weeks. We got the keys to the house on 9/11. We have been using the garage door with no problem until 10/1. Manager *** said they are not paying their vendor for the new motor. Their vendor is calling me to get money. This doesn't make any sense. This problem is between them. Their vendor didn't follow their instructions to call for authorization and now HomeGuard is saying I should resolve this on my own with their vendor. I do not feel safe at my own home because the vendor said no matter what he will get back the money.

is denying claims that should be authorized. Our stove/cooktop was not working and we submitted a claim. Also had a plumbing issue and had to submit a follow up claim. After sending a technician out, *** requested a copy of our inspection report before they would authorize any further repairs/claims to include plumbing and the appliances. They denied the appliance repair on the bases that the inspection report did not clearly state the stove/cooktop was in satisfactory working condition. We were told by the supervisor, *** that if the inspector clarified the wording so it clearly stated the appliances were in satisfactory working condition at the time of inspection then they would approve the repair. The wording was clarified on the inspection report as requested by Mr. per the inspector the appliance was in satisfactory working condition at the time of inspection. After resubmitting the report, Mr. said he would resend it to underwriting to be reviewed. When we followed up, we were told by Mr. that they still would not authorized repairs based on the fact that the inspection was completed on September 21 and we took possession of the property on October 20 and that is when the contract started. It is clear that *** will deny repairs based on the inspection report but will not authorize repairs based on the inspection report. Mr. changed his rational for denials numerous times and it is clear that *** policy is ultimately to deny claims and find any reason they can to avoid paying for repairs. We asked to speak with another *** representative to see if we could find a resolution to the claim however Mr. insisted there is no other individual within the organization who could help. Product_Or_Service: Home Warranty Order_Number: XXXXXXX Account_Number:

On 6/20/2022, I called Home Guard at 4:04pm to file a claim about our AC unit. The upstairs unit wasn't working and started making a loud grinding noise outside. There was also water in the pan in the attic. The downstairs unit was working, but didn't seem as cold as it should be. HGHW assigned a contractor, ***, to come out and assess the issue with a $75 service being paid. Said contractor added freon to the downstairs unit. However, the upstairs unit coil and the outside condenser needs to be replaced. HGHW wanted a second opinion. While contacting the second company to come out, HGHW asked for a copy of our home inspection. I emailed them the section of the report that only addressed the AC unit. They emailed me requesting the entire report. I obliged thinking it would help to expedite our claim. We have been experiencing 100+ degree weather with 3 kids and me being an asthmatic in this heat just makes things more unbearable. At this point, I think anybody would be desperate and just give them whatever they are asking for. They sent out another company, ***, which came to the same conclusion as the first. That was almost 3 weeks ago. I have made numerous phone calls and attempts to speak with someone about the status of our claim and getting the AC fixed and NO ONE calls back or updates us. I believe they asked for our home inspection report to deny future claims we may file. I also believe that they are dragging their feet on this claim in hopes of us dropping it with them and seeking repairs on our home so they don't have to pay for a new AC unit, which is what was determined by both companies. This is ridiculous that they are taking so long to just come and fix the problem! I want our AC fixed and we WILL NOT continue our policy with them once it expires. I have spoken with some really nice people over the phone. But the company itself does not uphold the type of service they say they can provide.

In Dec of 2021, I closed on a new home. Our home inspector found our AC unit to be functional and blowing cold air at inspection. At our final walk through of the home, we tested the AC and found it to be fully functional as well. In Mar 2022, the temperature rose to the point that we needed to use the AC. I turned it on and it wasn't blowing nearly as cold as when we tested it. I filed a warranty claim with HomeGuard and their initial reaction was to deny the claim because "it was found to be non-functional at first time of use." After I pointed out the fact that it was demonstrated (picture evidence) to be functional at inspection and reminded them the inspector tested the unit and it worked in Dec, they sent a tech out to "inspect and advise, with pictures." The technician found a leaking valve. He reported back to HomeGuard. HomeGuard then tried to deny my claim because they claim the technician said that something was "bandaided." When I pressed her on the details, she put me on hold and then came back and tried to say that "it wasn't repaired after the inspection." When I pointed out to her that the inspection made no mention of that and asked to see the report from the technician, she got agitated and transferred me to a supervisor. The supervisor then changed the reason they were denying the claim and said they are denying the claim because "necessary repairs were not done." The inspection report makes no mention of repairs needed to the cooling system of the home. It mentioned that a safety switch on the furnace was not installed (which was not required at the time this home was built) and that there was a flexible gas line (which has no bearing on the functionality of the air conditioning system). They refuse to speak to the technician and confirm that the safety switch and gas line have no impact on the function of the AC. It's very clear that this company is trying to find any reason not to pay valid claims. DO NOT USE THIS COMPANY!

On 5/19/22, we contacted Homeguard to make a claim regarding our A/C unit not blowing cold air anymore. They dispatched a technician who said we needed a new A/C condensing unit and evaporator coil, since our unit was over 40 years old. This company quoted almost $*** for the job. They then said they needed a second opinion, which was understandable, and the second company quoted them almost $*** for the same items that needed to be replaced. Homeguard obviously went with the first company, which was cheaper. This is when they began employing shady business practices to cut the amount of money they needed to spend for the replacement. Without even receiving a price breakdown from the HVAC company, they quoted us a $*** out of pocket expense. They said this was for all of the codes/modifications that they only covered $***. Therefore, they derived $*** out of the approximate $*** was for codes/modifications, which was ridiculous. They couldn't explain how they came up with this figure after I confronted them about speaking to the owner of the company who said he had not provided a breakdown to them. After I requested the owner send Homeguard a specific price breakdown that they wanted, he informed me codes/modifications only added up to $***, which he sent to Homeguard. Homeguard didn't like this new figure since we would only be paying $*** out of pocket. They lied to me and said his breakdown wasn't specific enough. After about 20 calls back and forth, and five weeks later sitting in 100 degree weather with small children and an elderly mother in law in the house, they want to dispatch a third vendor to tell them the same exact thing instead of going with the second company that already came. They could care less about their customers or their well being and only wish to maintain their bottom line. In my 40 years, this is the absolute worst company I've ever dealt with. Please steer clear of this company if you want to avoid migraines.

Again I have no heat. I called this time Tuesday. Still no return phone call and it is Sunday. This is after multiple service calls for the same issue since October. Three replacement parts later and having the same issues. History: October I tried to file a claim through the website but didn't hear back so then searched for an email. attached are the emails that lead to a service call and replacement part Oct 2021. In Arizona where I am located we get a few random cold spells but not consistently cold so my heat seemed to function until about a month and a half later when we got out next cold spell and I reached out again. (Attached) I sent the message in the AM and heard nothing. I called later in the day and was told no one was in the office. I sent another message to the emails noted in the next picture that evening. One day later they sent a tech out and they replaced another part. Once again in January, one month later, same exact issue. I called and left a message with the answering service. Never got a call back. Then again in February-SAME ISSUE. They cannot do a service call on weekend. I called HGW again and said is there absolutely any type of emergency line or procedure because I have a chronic health condition that causes cold sensitivity on top of the fact that it's ridiculous to not have heat all weekend AGAIN in 40 degree temps that would be lower over night. They said no there was not anything like that and there was nothing they could do but put in another forwarded message to the office. Called again Monday and 2 days later got a tech out. Replaced circuit board. Techs have come out about five more times for same issue as follow ups Feb-Apr. three parts later same issue. Left a message Tuesday still haven't heard. Had same tech come out on my own and they said they've done everything they can and would need HGW to approve replacing the unit. It is Sunday I've heard nothing back. I still have no heat. Please notice all the dates on attachments

Company refuses to admit that our issue should be covered under the terms of our contract and refuses to fix the issue. I purchased a warranty for my home at the beginning of the year and recently, our air conditioning stopped working so I called in a claim to get it fixed. I was told yesterday (05/08) that because of an acid leak in the line (which is common with older houses/units), they cannot fix the line or our compressor because the compressor is what we needed fixed originally and it is now considered a secondary issue due to the acid and I was told it is now our problem to fix. I was also told by the owner of a well known HVAC company in our area that acid is actually caused by normal wear and tear/elements/age, which IS covered under our warranty, but they still refuse to accept that or help us at all and continue to lie about it being a secondary issue. I even asked if I could have the acid problem fixed (which they also refused to help us with) so I could call in another claim for the compressor and they refused again, saying the damage is still secondary, which it is not. I spoke to the same owner of the HVAC company I previously mentioned again, who is contracted with Home Guard and he said this has never happened to his other customers with Home Guard and that he has no idea why they're doing this because he has done this exact same repair multiple times with this company where they covered it. He said there should be no reason that they have not to fix it. This company has not helped us or tried to work with us whatsoever. When I bought the warranty, I was even told that it was a good idea considering our home is older, so they admitted they knew the house was old already and I have a feeling that's why they're trying to get out of fixing our compressor by saying it's a secondary issue not covered under our warranty, which again, is not correct. The most they've done was telling me I could write up a claim appeal to see if their underwriting department would reconsider, but then said that they most likely won't. Therefore, I am out of options. I am still going to send out a letter to their underwriting department, but I am also filing this complaint in the event that they refuse to help us again. We really need help resolving this issue.

Warranty Service Issue- Under Home Guard Home Warranty - Advantage Service Plan I am filing this complaint to express my disappointment on the service provided by Home Guard Home Warranty, California office. I purchased a one year warranty service on 10/16 to cover repairs to my rental property from ***. I Called them for water heater service on 4/26 under Policy number ***, California office scheduled a service call (*** with Pennington Plumbing Services and their Technician *** came to the property on 04/28 and just looked at the unit and recommended without even opening the unit that it needs to be replaced based of finding some stagnant water around the heater. My renter explained to the technician that this water was not from the heater and is not the source of the problem (The issue was never about water leaking as the incoming line was open all the time and there was no leakage, but the actual issue they were called for was that the Pilot lamp was not holding and there by not turning on the burner).I called HGHW service center back and expressed my concerns on the wrong diagnosis and delay in service to supervisor *** (who can be reached at XXX-XXX-XXXX extension 1204). Since he was not aware of the problem he let me know he is going to call the Plumbing company and follow-up and get back to me. Received a call from *** to say HGHW was not going to cover this repair , even when I insisted that the problem has nothing to do with water tank or any leakage. The water heater was manufactured in 2013 and has 12 years limited warranty that covers the tank leakage only. I requested her to connect me to a supervisor or manager who was rude and refused to cover the repair. My renter(a senior) was living without hot water during the Shelter in Place period, so called a handy man and resolved this by replacing a Sensor/Therm-couple unit confirmed that there was no tank leakage. Costed me $175.00 and the labor was $75 and I payed him in cash. I called Supervisor *** the next day and he was kind enough to talk to me but refused to reimburse me the repair amount as I called my own service insisted me to get a second opinion on a repair already performed and then produce bills for investigation, if I needed the reimbursement. I have been getting the run around since. I contacted their President of the company directly twice by email as recommended on their website for resolution but never got a reply back. I would appreciate Complaintsboard.com in resolving this issue for me.