Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam! After purchasing a new home, I received a one year home warranty with them. I had a plumbing issue and reached out to several plumbers in my area. The plumbers in my area all told me that they do not work with home warranty companies. Guard didnt even offer to recommend plumbing companies to me. I contacted ***********, who works with home warranty companies. Roto Rooter came out and diagnosed the problem. They spoke directly to a representative from Guard and gave them the cost for the repair. The total cost was $700. Guard is only covering $280.01. I asked that they review the claim/reimbursement amount again, they are standing by their amount which is not even half of what I paid. As I stated before, I called several times plumbers in my area - I asked how much the repair would be. $280.01 is NOT the average price of the service I had complete. I refuse to believe that $280.01 is even the national average. Working with Guard is extremely frustrating. Guard also told me that homeowners should only use their home warranty 2x a year. That shows that they do not want to help their customers when they are in need of assistance. I am very disappointed with this company.

  

  Business response

  01/17/2025

  ******,
  
  We understand your frustration and sincerely apologize for any inconvenience. Upon reviewing your ticket, we did not find a request for plumber recommendations. We would have been happy to provide a list of contractors that other customers have used. In the future, please dont hesitate to request contractor suggestions, and we will gladly share that information.
  
  While we strive to align with the technicians pricing, we do not always match what the technician charges. Our claims department determines a reasonable allowance based on the scope of the repairin this case, the snaking of your sink drain.
  
  We believe we have fulfilled the obligations outlined in our contract and, as a gesture of goodwill, have offered a $95 service fee coupon for your next approved claim.
  
  Best regards,

  Claims team

  Customer response

  01/21/2025

   
  Complaint: 22817472
  
  I am rejecting this response because: Initially Guard told me that the reimbursement prices are based on the national average price of the repair.  Now they are stating that their claims department determines a reasonable allowance based on the scope of the repair.  Why is the story changing?  Most of the complaints against this company (BBB and ****** reviews) verify that they do not want to reimburse their customers.  Reimbursing me $280.01 when I paid $700 is absurd.  They can keep their coupon,  I will NOT be using these scammers again.  
  
  Sincerely,
  
  ****** D

  

  Business response

  01/22/2025

  ******, 

  Let us escalate your claim once again and see if we can do anything additional for you. We are sorry that you are in this situation. Since we don't control contractor cost, when a contractor wants to charge significantly above averages we are put in a tough spot. We will reach out via your claim ticket. 

  Thanks, 

  Guard Home Warranty Claims

  Customer response

  01/23/2025

   
  Complaint: 22817472
  
  I am rejecting this response because: I have received correspondence from the business via email.  They stated that they will reimburse me more than $280.01.  I will wait for them to follow through to accept the response.
  
  Sincerely,
  
  ****** D

• Initial Complaint

  12/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have a home insurance policy. Our microwave died 12/13/24. Per our policy requirements, we hired an independent contractor to assess the cause of the problem. He stated that it was a common issue with the diode, capacitor, and likely the magnetron. We dialed in the insurance agent to have the contractor describe the problem. When he tried to give a technical explanation, the agent essentially told him to speak in laymen terms (total estimate for repair was $770.86). The agent deliberately misconstrued his explanation, suggested that the diode broke, which led to 'secondary damage' which was not covered, leading them to only cover $94.26 for the diode (Response 1). This price was determined by their own 'independent' 3rd party partner. We disputed, to which they came back with an approved amount of $191.98, adding the capacitor (Response 2). Given labor is a flat rate (regardless of how many components are replaced), we escalated again, to which they declined (Response 3). They refused to give a cost breakdown, or any information associated with their contractor. They clearly have an established relationship with this 'partner', negating any possibility of an independent, impartial quote. This is misleading to consumers. Why should we waste time and money having a contractor diagnose the issue if they won't cover the true costs required. We've been without a microwave since Dec 17th and wasted hours disputing, researching, and communicating back and forth. They are clearly using self-serving verbiage in the contract detracting from the intent which is to remediate a broken appliance. We want the $770.86 which was quoted by an ACTUAL independent 3rd party. Their proposed resolution was to waive the $95 'service call fee' if we have another claim, but we would like it waived now, given the amount of time we've wasted just trying to get fair service. Our microwave broke, it was insured, we want it fixed without having to beg and plead for every last cent.

  

  Business response

  01/14/2025

  Dear ******,
  
  Sorry for the delay in our response. Our pricing is determined based on the information provided by the technician. In this case, the technician confirmedon a recorded linethat the magnetron in your microwave failed as a result of the diodes failure. According to the terms of our contract, we do not cover secondary damages. We cover the component that initially failed, which in this instance is the diode. Additionally, we included coverage for the capacitor and the labor required for the repair.
  
  As a courtesy, we also offered a service fee coupon to waive our $95 service fee on your next approved claim.
  
  We believe our resolution aligns with the terms of our contract, and we hope this explanation clarifies our policy. Please let us know if you have any further questions.
  
  Best regards,

  Claims team

  Customer response

  01/20/2025

   
  Complaint: 22743201
  
  I am rejecting this response because: the labor fee for a microwave repair is a flat rate, regardless of what components are being covered by insurance.  The labor fee was 415.00.  Please cover the labor as you say you will in your latest response.  

  Additionally, I would like to point out for future potential victims of your services that in microwave repairs, it is impossible to pinpoint what fails first as all three components work so simultaneously together.  It is also deemed unsafe to test the magnetron and therefore reliable repair companies recommend replacing all three as one unit- especially since the labor cost is the bulk of the cost, no matter what you are replacing.  ************ intentionally coerced a statement from our technician in order to fit their self-serving interpretation of the contract, and other consumers should be wary of how their technician is communicating any issue to these representatives. 

  
  Sincerely,
  
  ****** *****

  

  Business response

  01/21/2025

  Dear ******,
  
  Regarding your concern, technicians may charge either a flat rate for labor or an hourly rate. We account for the labor hours as indicated by the technician, and our claims department relies on a third-party company to determine a fair and reasonable labor time. In the future, we offer to cover a service fee for a second opinion as well. 
  
  A manager has thoroughly reviewed the call with your technician and confirmed that no coercion occurred during the conversation. The technician clearly explained that the magnetron failure in your microwave was caused by the diode failure. As outlined in our service agreement, we do not cover secondary damages.
  
  For your reference, please review Section D.13 of our service agreement:
  D. THE FOLLOWING ARE CONSIDERED STANDARD EXCLUSIONS:
  13. Consequential, incidental, secondary, indirect, or punitive damages ()
  
  We believe we have fulfilled our contractual obligations regarding this claim. However, we would be happy to provide you with a service fee coupon for your next approved claim.
  
  Best regards,

  Guard Home Warranty Claims

  Customer response

  01/25/2025

   
  Complaint: 22743201
  
  I am rejecting this response because: you required us to hire a repair company to give a diagnosis and a price.  Every repair company that we have spoken to charges a flat rate above $400.  We understand that you have a third-party company to determine a fair and reasonable labor time, however, we could not find a repair company who would do it for as little as your third party company.  Please provide your third party companys information so that we can consider hiring them in the future.  If you are not able to provide us with their information, it leads us to believe that either your third party is outdated in terms of cost of labor in 2025 or the numbers were fabricated.  I would like to reiterate our point from our initial complaint.  They (Home Guard) clearly have an established relationship with this 'partner', negating any possibility of an independent, impartial quote. This is misleading to consumers. Why should we waste time and money having a contractor diagnose the issue if they won't cover the true costs required.  This is why we are writing to the BBB.
  
  We understand your motive for offering us compensation for future needs, seeing as our contract is ending soon and there is a high chance that we will not need it.  This is performative and unacceptable to us.  If you would like to offer us the same compensation for this current claim, we would be willing to consider this.  

  We also understand your motive for supporting your call person, however, we would also like to point out that the wording of your contract is contradictory to the intent of the contract. We purchased this warranty program for peace of mind when buying an older home thinking that if something breaks unexpectedly, we would not be financially burdened by the repair.  We trust that if your company is ethical, that you will cover the actual costs that were incurred to repair our microwave, as is the point of your company.  We would like to reiterate that our repair technician was trying to educate your call person on how electronic components interact, but that the actual damage was caused by a singular event. Further, based on our experience thus far, it would be hard to believe your manager's review of the call is impartial. If it would be helpful, we could get a signed statement from our technician re-explaining his professional opinion.

  Lastly, my name is ******. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Guard Home Warranty - Deceptive and Unreliable We took out an $800 per year policy with Guard Home Warranty for peace of mind when purchasing our new home. We believed that their coverage would protect us from unexpected issues, but our experience with them has been incredibly disappointing and a complete waste of time and money.Shortly after moving in, we discovered our washing machine was leaking. Thinking this would be a simple claim, we contacted Guard, only to be told wed need to find a repair service, get a quote, and then submit it for approval. Living in a rural area with our closest small town over 20 minutes away, finding local options was challenging. When we asked for approved repair providers, Guard gave us a small list of companiesall over an hour away and unwilling to service our location.After a lot of effort, we finally found a repair company that agreed to visit, though it cost us $149 just for the service call. After inspecting the washer, the technician quoted a repair cost of about $350. We promptly submitted all required information to Guard Home Warranty, hoping theyd quickly approve the ********* our frustration, Guard Home Warranty refused to cover the repair, leaving us with a policy that didnt live up to its promises. We appealed that decision and were again denied the covered repair cost. Their lack of support and unwillingness to honor our claim is a complete scam. We expected a home warranty to provide dependable protection, but instead, we received no help.

  

  Business response

  11/06/2024

  We are glad that we were able to speak with you and work through your concerns. We hope you are satisfied with the resolution of paying out the line item limit allowed for your washing machine.Your reimbursement has been processed and your check is in the mail. Thank you for taking the time to speak with us so that we can better understand your situation!

  Guard Home Warranty

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ** refrigerator at the home at ************************************************* working on or about July 25, 2024. We filed our claim with Guard Home Warranty and they told us to hire a technician to diagnose the problem. After the diagnosis of a failed compressor on July 31, 2024, Guard asked that the technician call them. After many tries they finally called him back the next week. On August 9, 2024 they denied the claim alleging that the technician told them that the failure was due to a manufacturer defect and this call was recorded. Their contract doesnt cover manufacturer defect.It turns out that the technician had heard about a class action suit against ** for defective compressors. Most of these compressors failed within weeks or months of purchase. Our refrigerator had been running flawlessly for 6 years since its manufacture date in 2018. Its conceivable that it wore out from normal operation.The units in the class action suit were a sample of ** refrigerators but not MY refrigerator! There was no specific defect cited in the diagnosis of my unit. Therefore it should be covered.I am countering that there was no diagnosed defect and that coverage applies. In essence the denial of one ** refrigerator failure excludes all ** refrigerators. If that is the case they should have asked me my brand of refrigerator and declined my application for coverage. I never had a chance to shop for another company who would covered my refrigerator.This in essence is bad faith claims settlement or misrepresentation of policy/ contract coverage. I would like the company to pay at least the repair cost of this refrigerator even though I purchased a new one because we had no time to wait this long.Or they void my contact and refund me all monies paid to them since 6-3-2023.Furthermore they should be punished for bad faith and/or misrepresentation.

  

  Business response

  08/14/2024

  *******, we understand the frustration of this claim. As you requested, we have refunded your contract in full, and you should receive your reimbursement within 7 business days.

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Timeline of events for a home warranty claim:-Air conditioning unit breaks ********************* arrives later that day to do full HVAC inspection. Identifies problems in Air conditioning unit and Furnace. -claim is filed for Air Conditioning unit on Friday and company that previously repairs furnace is contacted to see if they would take responsibility for the malfunction. -Saturday, HVAC company comes back to discuss options. Furnace has to have complete replacement or expensive part replacement due to life threatening flaw (carbon monoxide risk). Prior furnace company will not work with us as new homeowners due to transfer of ownership despite them fixing the problem less than 1 year ago. We instruct hvac company that we want to replace both units and that we will be filing claims with home warranty company. -Saturday evening - wife goes into labor and we are at hospital until Tuesday. -Monday, HVAC company discussed fixed needed with Home Warranty company and Home warranty company approves Air Conditioning repair. -Wednesday, HVAC company expedited their repair due to heat wave and bringing home a newborn. Both units replaced. -Thursday we file Furnace claim after we realize we forgot to do it Saturday night. We were not concerned at the time because we told hvac company we wanted to file two claims and home warranty saw the required repairs and estimates. - Furnace claim denied because of the timing of filing despite no logical reason to deny other than timing technicality and no allowance for circumstances (hospital stay and life threatening flaw in system with a newborn). Multiple attempts to discuss with managers at company were ignored and stock emails were sent instead. Company does allow emergency exceptions and this absolutely should qualify. But they refuse to discuss as a way to avoid responsibility.

  

  Business response

  07/24/2024

  ******,

  Thank you for bringing your concerns to our attention. We understand the frustration and inconvenience this situation has caused, especially considering the circumstances you have described.
  
  Per our contract, Section C.3 we do require to speak with the technician prior to work being performed in order to determine coverage. 
  
  3. Upon the licensed service contractor arriving and diagnosing the issue, they must call Us at ************** prior to performing any repairs so that We can determine if the recommended repair or replacement is covered under the service contract agreement. We will not reimburse for services performed without prior approval by Us.
  
  We apologize for any distress this has caused you and your family. Our policy requires us to speak to the technician prior to any work being performed in order to determine coverage. Unfortunately, without this opportunity, we are unable to cover the claim as we did not give prior approval for the heating system replacement.
  
  If you wish, you are welcome to email us at **************************************** to cancel your policy for a full refund. 

  Guard Home Warranty

  Customer response

  07/25/2024

   
  Complaint: 22024492
  
  I am rejecting this response because:
  
  Guard Home Warranty had everything they needed to properly assess the claim, including contact with the hvac company, before the fix went in.  More importantly, there is no scenario that exists where they wouldn't pay out the claim to the maximum amount, which would easily be verified again by the hvac company.   And given the specific circumstances, which have never been denied, it's an easy choice for Guard to do the right thing.  The HVAC company informed us the furnace was life threatening in its unfixed state and we were bringing a newborn home... of course we weren't going to delay the fix.  If Guard wants to argue a cheaper option exists, we'll certainly listen, but they know it doesn't exist.  The right thing to do is pay the claim.  
  Sincerely,
  
  *************************

  

  Business response

  08/11/2024

  Thank you for following up regarding your recent claim experience. We truly understand the frustration that comes with unexpected home repairs, especially under the circumstances you described.
  
  Regarding your furnace claim, it was unfortunately denied because we were not given the opportunity to speak with the technician before the repair was made, per our previous comments. As per our policy, claims must be authorized by us prior to any repair work being completed. This policy ensures that we can fully assess the situation and work with you and the service provider to find the best solution.
  
  On the other hand, we were pleased to provide coverage for your air conditioning unit, following the proper procedures, and issued the full amount of $2,500 for that claim.

  Customer response

  08/12/2024

   
  Complaint: 22024492
  
  I am rejecting this response because:
  

  I will continue to make this simple case for why the claim needs to be paid... #1 Everyone was fully aware of the furnace problem in a timely manner   Apollo Heating and *** ******** that completed work) was aware of the furnace problem and was aware we were filing a Home Warranty claim.  ****** spoke with Guard prior to doing any work.    Guard was aware of the furnace problem prior to speaking with ****** and had all documentation that Apollo provided including photos and written descriptions   
  #2   Even if Guard wants to claim they didn't speak to Apollo, even though they did, there is exactly two options available for us as the homeowner when dealing with a cracked heat exchange in a furnace ... replace furnace or replace heat exchange    Both cost over the claim limit.   And the only reason we did not file the claim timely was because we were trying to track down warranty information about the heat exchange in an attempt to minimize cost for us and Guard.  Unfortunately, we ran out of time and then spent the next 3 nights in the hospital delivering our baby.  But again, the conversation happened, the supporting documentation was in Guard's possession, and not one time has Guard made a logical argument for why they are not liable for paying the claim other than a timing technicality that ultimately has no impact on what would be paid out.

  #3 This was absolutely an emergency scenario.  In the midst of a heat wave and bringing a newborn home, we had to have the ** fixed so we scheduled the work for ASAP.  Now factor in that we were bringing a newborn home to a house with a furnace that was considered life threatening (Apollo indicated Carbon Monoxide was most likely going to be a problem if the furnace was used).  A little over a week after the heat-wave, temps were in the 50s and the furnace was needed, but given the heat-wave, there is no guarantee we'd have been able to get anything scheduled given the amount of ** problems that likely popped up around the area.

  I really just want to see this play out fairly.  I am not going to stop pushing this because Guard absolutely should make an effort to do what is right and they absolutely know what is right in this scenario.
  
  Thank You,
  
  *************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A claim was submitted and done exactly how the company required. I have gotten 3 estimates for the repair between $2,000-$2,500. after it was diagnosed. They are refusing to cover more than $500 as they said a 3rd party helps with them come up with an amount deemed "reasonable." They also are refusing to share this information. The contract states they will cover up to $2,500. They could have avoided this had they shared the 3rd party findings and why they are refusing to cover more, when the contract states they will cover up to $2,500. The specific model number of my HVAC unit is a variable speed pump which is more expensive than a normal ECM motor repair.

  

  Business response

  05/28/2024

  Thank you for bringing this matter to our attention. We have contacted the customer and resolved the issue. 

  Guard Home Warranty

  Customer response

  05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needed toilet replaced had to jump thru hoops 5x plumber had to come out. Order parts that didnt fit and eventually guard replaced toilet but joke as they use national average to reimburse good luck finding a plumber to replace a toilet for what they reimburse. Days lost from work. Know a/c unit is older and guard home warranty claims preexisting if it wasnt that it would be no service record or try to fix it 12 more times. I wouldnt recommend home warranty and will not purchase next year. This home warranty came with the house when I bought in Nov . At this point I would like a refund for the warranty that was purchased as its useless and requires to much energy to file a claim to be turned down continuously such a head game.

  

  Business response

  06/04/2024

  Sorry for your negative experience. Please email **************************************** for a refund. We will assist you in processing that. 

  Guard Home Warranty

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new home and received a one year warranty through guard. With a home warranty we were under the impression that most issues that come up will be protected. We had two issues with our draines that they were not working properly. We did not know what the cause of the issue was. Guard told us they had a plumber that uses their services and would send them over. We found out the issue was build up on our drain. I had to pay out of pocket for the service and the ************************* told me that guard would reimburse me after the claim and invoice went through. Guard contacted me saying they dont cover build up on drains and since it was not a replacement of a part I had to pay out of pocket. I could have got my own plumber who was much cheaper. And did not cost me 240 dollars for a job that took ten minutes. This is false advertising. Why would I have used their plumber if they were not going to fix my problem without having to pay. I should have been told be before the work started that this may not be covered and that I would have to pay out of pocket and I would have contacted my own plumber. This is horrible customer service and a horrible experience all together. I want reimbursed for at least half.

  

  Business response

  05/10/2024

  We're going to approve your claim due to the tech misleading you. Sorry for the inconvenience. 

  Customer response

  05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have been in our house since Nov 15,2023...our furnace had an issue first week in Feb....the plumber came out and determined we needed a new furnace....our furnace was replaced and a claim was filed through your company and repeatedly DENIED bc of maintenance issues on the furnace....however we had only been in the house for 2 months.....what could we as new homeowners have possible done to a new furnace in 2 months??? our claim was denied and we paid out of pocked 7400.00.....i'm not looking for full reimbursement....i'm looking to get reimbursed what my claim would have allowed. I am not responsible for a furnace that breaks 63 days after i move into a house.....this is unfair to a consumer....to make them eat the entire cost....thats INSANE..... I'd like someone in upper management to please get back to me regarding this....

  

  Business response

  03/19/2024

  ******, we understand your frustration, however, we must go by the guidelines spelled out in our contract.  We spoke with your technician regarding your furnace issue, and he clearly stated on a recorded line that the cause of the failure was due to a lack of maintenance.  Though the previous owner did not maintain the unit well and you were unaware of that information, our company does not cover issues arising from a lack of routine maintenance that the equipment manufacturer specifies.  
  Please refer to our contract section G.8. which states that these issues are not covered:
  
  G. LIMITATIONS OF LIABILITY
  8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer [...]
  
  We hope this helps clarify why we were unable to provide coverage for your furnace.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 8th, a ticket was submitted to Guard Home Warranty to address a leaking washer that was provided with the home I purchased. The washer was leaking and I was under the assumption my washer was covered by my policy. Ticket ***** was submitted, and I received an email that day with what I presume are standard questions regarding the claim. I asked if there was reimbursement for the $125+tax to Best Buy and was provided with a "please contact a licensed and insured contractor of your choice to diagnose", ignoring my question. The ticket was closed on August 17th while waiting for the scheduled contractor to arrive. Geek Squad/Best Buy was scheduled to come out on September 2nd. On arrival, the technician looked baffled by why he was here as the washer was well out of service and parts couldn't have been ordered for it and specifically noted that it cost more for him to diagnose than the washer was worth currently. As instructed by Guard, I called while the technician was in my home to report his findings as required by contract. Nobody was available to talk so we left a message on their recorded system. On September 13th, I emailed looking for a response. Guard noted they had not received a message and to schedule a new visit for another $125+tax to Best Buy. They did not accept the notes from the technician and required to speak with him. Best Buy said they do not call home warranty companies and Guard was unwilling to call Best Buy to speak with the technician. They found the call, and claimed they were unwilling to move forward with the claim as my claim was submitted 3 days prior to the contact start date. In essence, I paid $133 to Best Buy for an inspection that was not needed in the due to the claim not being eligible in the first place and Guard claimed their only recourse was a policy refund or a $95 credit towards a future claim, and would not refund the inspection visit without deducting $95 for a claim processing fee, leaving me with $38 in refund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩