Complaint Review: OneGuard Home Warranty - Phoenix Arizona

My wife and I purchased our home in Phoenix, AZ in March of this year (2016).  We had the home inspection completed before purchasing.  We added the OneGuard Home Warranty at the time of purchase.  This home warranty included One Guard's "No-Fault Coverage." 

On November 30, 2016, we noticed that when we turned on the heat in our home, nothing but weak, cool air came out of our vents.  We called OneGuard to let them know, who in turn, contacted an HVAC specialist to come repair the issue.   The HVAC specialist came out December 1, 2016 and inspected what was going on.  What he found was that at some point, the heater pump in the HVAC Roof Unit had been removed.  He stated that there was nothing he could do except replace the entire unit.

Oneguard Home Warranty Representative - Josh calls us the same day to inform me know that this was a pre-existing condition even though our home inspection report dated Feb. 20, 2016 that states clearly that the heating & cooling both were tested & working fine.  We also have OneGuard's "No-Fault Coverage" included our Warranty Agreement with them and this specifically covers "Pre-Existing" Conditions.  I proceeded to email Josh a copy of our home inspection report that he requested.

The following day - December 2, 2016, the same OneGuard Representative - Josh called to say that they reviewed the Home Inspection Contract & stated once again that they will not be covering any of the costs. They stated that the inspector did not inspect the actual heating unit within the hvac housing & that by the photos, the heating portion of this unit is missing & that the oxidized wiring means it’s been unhooked for quite some time.  He stated again that this means it was a “pre-existing” condition in which they do not cover.  I addressed the fact that we have "No-Fault Coverage" clearly included in our warranty which covers "breakdowns caused by unknown defects and conditions that predate the effective date of this contract."  OneGuard even has an official Youtube video clearly stating the details of their "No-Fault Coverage" and Pre-Existing Conditions covered -  https://www.youtube.com/watch?v=pr0ELyQpr60&t=41s

December 12, 2016 - OneGuard sends an email out with the reasoning behind their decision not to cover the HVAC unit.  They sent a copy of the contract with portions highlighted that they thought proved themselves correct.  It states clearly that the units covered needs to be visually inspected and undergo a simple mechanical test.  In our Americana Inspection Report, it clearly states "The Heat Pump is functional but older."  It also goes on to say "The heat pump responded to a request for cooling and heatng."  I included copies of the Home Inspection Report as well as the OneGuard Home Warranty.

We have obtained legal counsel to pursue compensation for the replacement of our HVAC Unit.  It is clear to us that OneGuard Home Warranties is trying to get out of paying for our HVAC Unit repair by fraudulently denying our claims.  They went to a great length to sell us the home warranty that included the "No Fault Coverage," but then they go to any length not to cover our repairs when we need them.  We are currently without any heat source what so ever in our home as we cannot afford to buy a new unit.  Our lawyer has delivered an official letter to OneGuard stating our disagreement.  We will pursue this as far as it needs to be taken for proper resolution.