What is a home warranty?

A OneGuard Home Warranty is a one-year service contract that helps protect homeowners from the cost of unexpected breakdowns of major household systems and appliances when they fail due to normal wear-and-tear. If a covered item breaks down, OneGuard will repair or replace it. No worries. No hassles.

What is the difference between my homeowner insurance policy and a home warranty plan?

A homeowner’s insurance policy is a form of insurance that protects the insured's property against loss from theft, vandalism, liability, and most common disasters such as fire, windstorms, and other acts of God. A OneGuard Home Warranty covers items not covered under your standard homeowner policy such as breakdowns of your home’s essential systems and appliances, filling a critical gap in the protection of your home. For example, if your dishwasher leaks and water damages the floor, your homeowner's insurance policy may cover the damage to the floor, but not the repair or replacement of the dishwasher. With a OneGuard Home Warranty, your dishwasher is covered!

What does a OneGuard Home Warranty cover?

The best answer to this can be found by reviewing the sample contract on our Plans & Prices page. To see a sample contract select one of the sample contract links located beneath the plan name.

Our basic Sentinel Plan covers normal wear-and-tear breakdowns on the following: Air conditioning system, heating system, A/C & heating system tune-ups, plumbing system, plumbing stoppages, toilets, faucets and showerheads, sump pump (permanently installed), recirculating hot water pump, water heater, electrical system, dishwasher, range, oven, cook tops, built-in microwave, trash compactor, central vacuum system, garage door opener, ceiling fans, exhaust fans, security alarm systems, sprinkler systems, pest control service, termite treatment, weed control, weed control, and re-key service.

Plan coverage changes periodically. Check the sample contract for current coverage or check the contract you received in the mail after the purchase of your home warranty.

What is not covered by a home warranty?

A home warranty is limited to providing repair or replacement coverage on covered items when they break down as a result of normal wear-and-tear during the warranty contract period. Therefore, proper use and care of the covered systems and appliances is required for coverage under the home warranty contract. Finally, non-mechanical parts or components that do not contribute to the primary function of the covered system or appliance are not covered.

Does a OneGuard Home Warranty cover Pre-existing Conditions?

A OneGuard Home Warranty covers unknown pre-existing conditions such as:

  • Rust & Corrosion
  • Lack of Maintenance
  • Improper Previous Repairs
  • Mismatched Systems

As long as the mechanical failure was not known, would not have been detectable by a state certified home inspection or a OneGuard mechanical inspection, and was not caused by the contract holder, you will be protected from all unknown pre-existing conditions associated with your covered systems and appliances.

Is an inspection required with a OneGuard Home Warranty?

No. An inspection is not required with the purchase of a OneGuard Home Warranty. However, an inspection can be very helpful in determining whether a pre-existing condition was not known. For example, if you have an item that fails due to rust or corrosion right after the warranty starts and it was found to be in working condition on your home inspection, this pre-existing problem will be covered by our No Fault Coverage because it was not known and not detected by the home inspection. For specific coverage and limitations see the warranty contract.

Can I add coverage after the policy has started?

Yes, you can take up to 30 days after home closing to add additional coverage if the systems or appliances are in good working order.

Can I renew each year?

Yes. Our Home Warranty plans are renewable subject to OneGuard approval. OneGuard will notify the home owner of the prevailing rate and terms of renewal in advance of the expiration.

Why does OneGuard need my client’s contact information including email?

We conduct a welcome call to each new homeowner to remind them that their new home is covered by a OneGuard Home Warranty and to thank them for their patronage. Also, we’ve found that our customers appreciate receive electronic copies of their warranty contract package, service confirmations, and email reminders in connection with their HVAC Tune-ups. Having their email also allows us to send each customer a service survey so that we can measure the customer’s experience with our service. By maintaining contact with a homeowner throughout their contract period, we’ve found that customers are more satisfied with their purchase decision and that reflects well on you.

Will my clients receive a home warranty contract package after the close of sale?

Yes. Approximately two weeks after closing, each homeowner receives a contract package, complete with contact information, a refrigerator magnet, specific coverage and exclusions, maintenance tips and much more. Additionally, the homeowner will receive optional, periodic mailings and emails with valuable home and maintenance information. That's why it's so important to include as much client contact information on the application.

How do I schedule service when a covered system or appliance breaks down?

For Service Call 602-993-5911 or toll free at (888) 896-0014. You can also request service online. When a covered item breaks down, OneGuard will dispatch a qualified contractor and take care of all parts and labor necessary to repair your covered equipment – and if we can’t fix it, we’ll replace it with a new, name-brand product with comparable features. The service contractor will collect the service call fee upon arrival to your home.

Who handles the repairs?

OneGuard arranges a pre-screened, license and bonded contractor to handle all repairs. To ensure that our customers receive the BEST SERVICE, OneGuard personally pre-screens every contractor face-to-face before they can become an approved OneGuard Service Professional. With this kind of attention to the service delivery, you can rely on OneGuard to provide the fastest, friendliest, and most reliable service in the home warranty industry. You can count on prompt service with OneGuard – our average time to service a non-emergency claim is only 1 business day.

How do I know your service contractors are reliable and qualified?

This is one thing we do much better than our contractors. We know that your reputation depends upon having happy, satisfied customer after the sale. That’s why we personally pre-screen every contractor face-to-face before they can become an approved OneGuard Service Professional. If we wouldn’t recommend a contractor to our friends or family then we wouldn’t recommend them to you. Additionally, we send a follow-up customer satisfaction survey to all customers to measure our contractors performance. If they do not maintain high customer satisfaction scores, they are terminated. With this kind of attention to the service delivery, you can rely on OneGuard to provide the fastest, friendliest, and most reliable service in the home warranty industry.

Do you follow-up with customers to make sure that their service experience was satisfactory?

After service has been performed, we send a follow-up customer satisfaction survey to all customers with an email address on file. We use the results from those surveys to not only improve our customer service delivery, but to help measure our contractors’ performance as well.

Is there a service fee for each visit?

Yes, there is a service fee for each separate trade item. See your warranty contract for service fee details.

Do home warranty plans cover appliance or system replacement?

Yes. If OneGuard can't fix a covered system or appliance, we'll replace it with a new brand-name system or appliance with comparable features, efficiency, and capacity.

Can I be reimbursed for service performed by my own contractor?

Unfortunately, we do not reimburse for work performed by an unauthorized contractor. Because we want to make sure that our customers receive the best service, we only approve contractors that have been previously pre-screened by OneGuard. Therefore, only work authorized and arranged by OneGuard is covered by our home warranty plans.

How are emergencies handled?

24-hour emergency service is available for conditions that threaten the safety of residents. Such conditions include interior flooding, interior sewer back-ups, and complete electrical failures. Failure of all cooling or heating systems during extreme temperature conditions or the loss of all toilet and shower/tub facilities constitutes a secondary emergency and OneGuard will make all reasonable efforts to expedite service. Safety considerations do not allow work on HVAC systems after dark.

What is Seller’s Coverage?

If you agree to purchase a 1-year OneGuard Home Warranty for the Buyer of your home, then you can receive up to 6-months of home warranty coverage during the listing period. While your home is listed for sale, you’ll receive full coverage including Heating & Air Conditioning for no additional cost while your home is listed for sale (up to 180-days) and the Buyer of your home will receive 12-months of coverage beginning at the day of closing. Even better the policy fee is not due until closing and is paid out of the proceeds of the sale of your home. So, if you have an A/C breakdown, a plumbing leak, or any other covered problem during the listing period; OneGuard will take care of all parts & labor necessary to repair the covered item. If it cannot be fixed, then OneGuard will replace the covered item with a new, brand name system with like features. All you pay is a reasonable service fee per trade call. See your contract for service fee details.

Will Seller’s coverage help me sell more homes?

Yes. Seller's coverage creates a competitive advantage over other homes listed for sale. On average, homes listed with a home warranty sell about 15 percent faster and for 2.2 percent higher value than similar homes not listed with a warranty.

Does OneGuard’s Seller’s Coverage include coverage on A/C & Heating Systems?

Yes. It's the only home warranty that includes coverage on A/C & Heating Systems for no additional cost.

How does the SellerGuard Certified Pre-Owned Home Program differ from Seller’s Coverage?

Our SellerGuard Certified Pre-Owned Home Program is like Seller’s Coverage on steroids. Seller’s coverage is just one component of the SellerGuard Certified Pre-Owned Home Plan. With SellerGuard, you'll receive a 115-Point Mechanical Inspection, Seller's Coverage during the listing period, and a one-year Home Warranty for the Buyer. The program also includes marketing pieces to help you promote your listing as a Certified Pre-Owned Home. Just like a Certified Pre-Owned Automobile, the SellerGuard program will help you sell your home faster and for a higher selling price. Prospective Buyers will find your home more attractive knowing that your home has already been inspected and is covered by a comprehensive warranty. For more details on the SellerGuard Certified Pre-Owned Home Program click here.

Is the Seller required to repair reported problems and conditions found on the Mechanical Inspection Report?

Yes. To qualify as a Certified Pre-Owned Home, the Seller must repair all non-working warranted items prior to close of escrow.

How do I protect myself from unknown pre-existing conditions during the Listing Period?

With SellerGuard, clients are protected from unknown pre-existing conditions once the Mechanical Inspection is complete. Clients are even protected from any covered problems that a Buyer's home inspector may find. No other home warranty offers a Seller this kind of comprehensive protection!

end faq

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