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Complaint Details
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Initial Complaint
02/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company HOMEGUARD I'VE never heard of them, has helped themselves to my bank account I'VE Called serval times the last time I spoke to them on Friday February 9th and was told they will reburse me 3 weeks of leading me on ! Please help me. I've attached the checkBusiness response
02/22/2024
I need more information. There are several companies called HomeGuard. One in ******* and one in ******************* that i know of. We are in ********** and perform Termite inspections, Home home inspections , roof inspections and other real estate services. Can i get the phone number of the company who she has been in contact with to see if it is one of our phone numbers. This dollar amount is is an unusual amount. None of our products we provide are this amount.Initial Complaint
07/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Starting 7/9/23 called to request service on my ** unit that started to blow hot air. Left a message and the next day someone called back to advised that they will dispatch and have a company come out to take a look. The company came out on 7/14 and advised the unit needed to be replaced. I never heard anything from the company that day, so called and had to leave another message. Spoke with someone on 7/15 and was advised the company they had dispatched to my home didn't have the correct size ladder so they were searching for another company. Fast forward to 7/18 an appointment was made from 4-7pm to have another company come take a look at the unit because HomeGuard requires a 2nd opinion. At around 8:30 pm the tech calls and let's me know he is running late and that he could be there in about 10 minutes. I agree and as he arrives and I'm giving him directions to my unit, he ask if the ** unit is on the top of the buildings and I tell him yes and he proceeds to tell me that he doesn't have a ladder. I immediately contact HomeGuard and I get the message center who take over flow calls from HomeGuard. All they can do is leave a message and tell me that someone will reach out to me within 24 hours. I finally get a hold of a representative of HomeGuard. (I somehow reached her private line) and she advised me that she doesn't understand why the company didn't have a ladder when that was the specific reason they requested them to service my home. No one ever reaches out. I'm always the one to initiate the calls. I am in ******* where the temperature has been exceeding 111 almost on a daily. I have a one year old and the heat in unbearable. We wake up drenched and go to bed drenched. I have missed work and hours due to techs being scheduled but nothing getting done. I need help in getting this issue resolved. I have no extra money for hotel rooms and I have no family where I can go stay in the meantime. There is no urgency on HomeGuards part and that is unacceptable.Business response
07/20/2023
This is not for HomeGuard incorporated. This would be Homeguard Home warrantyCustomer response
07/21/2023
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
11/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed a claim with Homeguard regarding a leak in my A/C unit and furnace back in July of 2022 and the claim number is *****1. Homeguard dispatched Eco Systems Heating and Air on July 5th to investigate the leak. They sent the report that the unit needed to be replaced and extensively repaired. Homeguard then dispatched California Heating and Cooling on July 20th to give a second opinion. That report also reflected repairs needed. Homeguard told me the reports didn't match and sent Kazen Custom heating on Aug 5th for a THIRD opinion. On I called several times and left several messages to Homeguard as my unit continued to leak. I received a letter in August saying that though I had full coverage, I was receiving a "partial denial" of my claim and would have to pay $1800 out of pocket in order to repair my A/C and coil. I accepted and the sent California Heating and Cooling on October 6th to complete the repairs. I paid California Heating and Cooling $1802.00 directly on October 10th, 2022 after they completed the job. A few days later, I followed up with California Heating and Cooling because the A/C wasn't working at all. They came up to check and said the coil they just installed need to be replaced under warranty and the condenser also needed to be replaced. Homeguard made me open a new claim (******) though the first was never resolved and sent another company for a second opinion and now want to charge me an additional $1800 out of pocket though it was never fixed in the first place. It is now November and it still doesn't work! This is ridiculous and am I being jerked around and gouged for money! Please help me get my unit fixed finally without having to pay another dollar!Business response
12/02/2022
Business Response /* (1000, 5, 2022/11/14) */ This is a Home Warranty complaint and not a HomeGuard incorporated and needs to be moved.Initial Complaint
09/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently purchased a condo. In the home inspections report it only stated that the water heater needed new strapping which was done. My agent provided a home warranty to cover all appliances, HVAC and water heater. The water heater is nine years old. When I moved in I had hot water and was able to shower, wash dishes and laundry with hot water; however, one day the hot water stopped. I have no hot water. I contacted my home warranty, and they sent technicians out to inspect the water heater. The first technician said it was a solar water heater and could not do anything. The second said that it is gas but had a preexisting problem and that they would not cover a new water heater. The home inspection does not state any preexisting issues or any problems with the hot water. They did not tell me about any problems with the water heater, so I could negotiate with the seller. They, the home inspector, either did a bad home inspection or withheld material facts during the negotiation process. Either way HomeGuard owes me a new water heater.Business response
09/16/2022
Business Response /* (1000, 13, 2022/09/16) */ This is for HomeGuard Home Warranty, Not HomeGuard incorporated Business Response /* (4000, 20, 2022/09/29) */ The water heater was working at the time of the inspection and when he moved in he had hot water to take a shower, do dishes and laundry. This is not an issue with the inspection. This is a home warranty complaint and should be removed from HomeGuard inc.Initial Complaint
05/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Original dishwasher claim repair/diagnose never completed. Fraud by this warranty companyBusiness response
06/15/2022
Business Response /* (1000, 5, 2022/05/27) */ This is a Home warranty issue for Homeguard Home warranty. The complaint was file against Homeguard inc.Initial Complaint
05/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Date of transaction/ inspection: 5/11/2022 Amount: $******* Service: Home inspection Complaint: False report including areas marked as inaccessible. Details: Two technicians came to provide home inspection. I was at home the entire time of inspection and made it clear that whatever they need I'm there to help. They walked the house in less than 30 minutes and left without saying a word. I received the report couple hours later including pictures of areas commented as "We were unable to inspect the interior of the shed due to stored personal property". The company didn't provide any list of areas that need to be cleaned before they arrive and I cannot make an assumption what parts of home they will be looking at and that is exactly why I made it clear that I'm available should they need anything. After exchanging few emails with general manager ************** it turned out that the inspectors were lying and telling him that I was on the phone and didn't want to be disturbed. I provided ***** my phone log proving that there's no record of any call at the time of inspection. I also emailed company president **************** and CEO ************** and haven't received any answer from them until now.Business response
06/24/2022
Business Response /* (1000, 5, 2022/05/18) */ We do provide a list of areas we need access to that are commonly used for storage in a confirmation email which was sent to Mr. ******** on 5/9. It does not specifically mention the shed. The inspectors thought that he was working from home and not approachable. We offered to come out at no charge to further inspect these areas. We have made an offer to refund a portion of the inspection fees and go back out at no charge to inspect Not only the storage shed but also other areas that where not accessible at the time of the inspection Consumer Response /* (2000, 7, 2022/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive an email on 5/9/2022 but there was no list of areas that will be inspected. The email was only confirmation of the appointment and cost of service. The inspector thought wrongly. All they needed to do is ask and communicate. It was me who approached them most of the time but they didn't seem to be willing to communicate. Currently working with the management to have inspectors to come back and complete the inspection.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.