PHOENIX -- Jon Anderson says he keeps his backyard swimming pool pretty clean.
"I take care of this thing every single day," he told 3 On Your Side. "I make sure it's swept out."
But lately, his beautiful pool has become a green, murky mess. It got that way when his pool pump broke and the water was unable to circulate for nearly a week, he explained.
Jon Anderson and his wife, Sabrina, weren't worried about the repair costs though. They thought they had protection through a home warranty company.
"We haven't had any issues with them," Sabrina Anderson said. "We've had a warranty with them for the last two years."
The company, One Guard, sent out a third-party repairman who inspected the pool and snapped some photos.
After reviewing those photos, One Guard denied the Andersons' claim.
The warranty company said the photos showed the pool was not properly maintained to begin with and all that dirty water burned out the pool pump when it was turned on.
"We're hoping that they'll honor their warranty and fix what needs to be fixed," Sabrina Anderson said.
Not properly maintaining an item is one of the most common excuses the warranty industry gives for turning down claims.
So, 3 On Your Side's Gary Harper met with One Guard CEO Scott Smith.
When asked if calling the item "improperly maintained" was a cop-out, Smith replied, "Absolutely not."
Smith said his company has a great track record with consumers and covers more than 90 percent of all claims.
He showed 3 On Your Side the photos of the Andersons' pool and said he cannot not get past how green the water was, saying it seems beyond "normal wear and tear."
"You're never going to get so much green that you have an inch layer of algae of top of the pool," he explained.
But according to the Andersons, the pool turned that green because it took nearly a week for a repairman to visit their home. They argue they shouldn't be blamed for that.
Smith countered that argument, saying the pool appears to have been out of commission for a lot longer than a week.
"It's going to be difficult for us to try to figure out how we're going to fix it now," Sabrina Anderson said.
As for the warranty, it expires at the end of this month. The Andersons say they won't be renewing their subscription because of this experience.
Smith said he hates to lose a customer but he stands by his decision.