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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our vehicle was deemed a total loss on March 27, 2024, and we initiated our claim on April 18, 2024. SafeGuard informed us that the payment was mailed to the lien holder on May 9, 2024, but as of today, the lien holder has not received it. We have contacted SafeGuard and the lien holder numerous times to request the payment status.. The vehicle was deemed a total loss on March 27th, and we still have to make payments to the lienholder to save our credit. We purchased GAP insurance with SafeGuard for security, but this has been a horrible and stressful experience and kept us up at night unsure of who to ask for help. I have added the email I sent to the *** with more details and still no response.
Business response
07/29/2024
Please see attached response.Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased gap coverage for my vehicle. My vehicle was in an accident the claim was denied according to them because of a clause in the coverage. I submitted proof that I was not driving the vehicle and that the vehicle was driven without my permission they are refusing to pay for the coverage that I paid for.Business response
07/22/2024
Please see attached response.Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My claim number for this company is #********.My car was involved in accident 1/31/2024 which the insurance company deemed totaled. My car was shot at with my wife in kids in the car. My wife was shot in the head which has left her with some memory lose, shot in the ear which has left her deaf, and shot in the shoulder for which she will finally have surgery 8/27 due to severity of the incident and shattering of the bones the doctors had to wait for some healing to attempt to fix her shoulder.The case is still open so, we were denied a police report. They have not captured the people that committed this crime. I was told by a Safe-Guard employee, I could send a Safe-guard a "Cause of Loss letter" in place of police report and now they are denying the letter. They have all the other information from me including copy of the settlement check from the insurance company.I am still paying on the car note because Safeguard GAP Insurance has not processed my claim but yet they have my information. This has caused me financial and mental distress. I have to work 70 hrs. a week to pay for rentals and a car note for a car I do not have. I cannot get another car because this car is still on my credit report. Please Help I have spend thousands of dollars each month since then so my wife can make doctor ************ out of town from this accident and my daughter get to work at Target.Business response
07/09/2024
Please see attached response.Initial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This is ***** and *********************. It's been 4 months since we made a claim with our GAP insurance. We have tried many times to speak to a manager to get definitive information on our claim but they would not provide us with any means to talk to one. We want to speak to a manager to better understand why our claim was denied. If you are not willing to do this we will take further action and contact our lawyer.Business response
07/08/2024
Please see attached response.Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a contract with this company for vehicle GAP coverage. Our car was deemed a total loss by insurance. After their portion was paid, we initiated our GAP claim on April 10, 2024. We had all requested documents submitted within 24hrs and were told it takes about 2wks to get payment sent.2wks later- still nothing so called and they said they had a lot of claims and it would actually be 3-4wks.4wks later- still nothing so called back and were told that the claim was kicked out of audit because we were missing a document. No call or email to let us know. After looking through everything we sent and not understanding what we were missing, called back and they looked through the documents and found it had been there the whole time. We would have to wait another 2wks for it to go back into audit.2wks later- still nothing so called back for them to tell us that it still hadnt been looked at and needed to give it more time. Called back the next week to find that it had been kicked out of audit again because we hadnt canceled our extended warranty for the refund. Again, no call or email. Let them know we were unaware that we had to or even could do that as weve never had a gap claim before. We took care of it and submitted the paperwork the exact same day.Called back the next day to make sure that they had received the paperwork and they let us know that they dont go in and look at it unless we call and tell them we sent it. So they resubmitted and said it would take another 2wks to go back into audit.2wks later- still nothing so they said they would send an email to a supervisor to have it escalated. That wed have an answer in a few days.1wk later- still no answer so placed another call and was again told they would send an email to a supervisor to have it escalated.Its now been 10wks and still nothing. In that time, weve paid an additional $1000 towards the loan. Weve been lied to repeatedly and cant get this company to hold up their end.Business response
07/16/2024
See attached documentInitial Complaint
06/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I took my *************************************************************************** the two front tires and the rear tire on the driver side. I took the vehicle in to have the tires replaced and I was informed by the dealership that Safeguard would only pay for one tire. This decision caused for alarm and panic as I am disappointed that they are not honoring their policy. So, I cant drive my vehicle anymore because my two front tires have objects in them which is dangerous and could cause a blow out. My guts tell me that they are only doing this because my warranty expires in three months. I need them to repair all tires and not just one. The representative I spoke with had a nasty attitude and was pretty much blaming me for my tires having objects in them. In the foreseeable future, I will NEVER EVER purchase any tire and warranty insurance from SafeGuard. If the dealership even mention their name, the deal is off the table. I am extremely disappointed and I need the company to remedy this situation.Business response
07/02/2024
Please see attached response.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have filed a claim on 4/23/24. I paid for this gap insurance thru the dealer. This company has given me the run around every single day since then. All documents were uploaded except the service agreement refund check. This was uploaded on 5/16/24. I then called to let them know this had been done due to the fact that someone assumed a service contract purchased a year prior would be refunded at the full amount and listed me as no benefit. When I spoke to a man on 5/16, he apologized that they listed as no benefit, entered my claim into processing and told me it would be 2-3 days. It is now 6/14/24. I have called repeatedly only to be told it's is a couple weeks, then told well we can't tell because you're passed the 2 week time frame. I asked to have a supervisor call me only to never receive a call. To now just speaking to a supposed supervisor who told me first it could be up to a month. When I stated that I was told otherwise she changed her story and said around a month. I then stated today was 4 weeks from when I spoke to the first man, then she stated well then it should be a few days. I have had to make multiple car payments on a totaled vehicle even though I've paid for a service for coverage so this would not happen! This is completely ridiculous and this company should be held accountable for their poor service and actions. When I asked to speak to someone above her she said they don't take phone calls.Business response
06/25/2024
Please see attached response.Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new ***** along with a tire warranty. I had a nail stuck in my tire. I took my vehicle to a ***** dealer to have it repaired using the warranty. I was made to pay for the repair by the dealer because they don't accept the warranty. I paid the $34 to have the repair completed. I submitted the claim properly to the warranty company promptly. I have been waiting since April to get my reimbursement. I called the warranty company and they stated that the hold up was an address change that I included when filing the claim. I called today to follow up, the claim it's been processed but i have yet to receive it. This company is full of tricks on how not to pay it's customers/vendorBusiness response
06/18/2024
Please see attached response.Initial Complaint
06/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It has been two months since I have filed my gap claim and I am being given a zero response. My claim had been In audit status for weeks! I call but I keep being told the same thing, to give it more time. I have already made two car payments in order for my credit to not be affected. I should not be paying for a car I dont have!Business response
06/05/2024
Please see the attached request for additional information.Customer response
06/05/2024
Information needed:
****** & ***************************
Last 7 numbers of VIN- 8940261
claim# ********
2024 Jeep Grand Cherokee
Business response
06/18/2024
Please see attached response.Initial Complaint
05/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My claim number is ********. The filing of the claim started approximately on 04-15-24. Finally, all 12 documents have been accepted and is now in the audit stage. It seems they do everything they can to prolong the process. My vehicle was totaled and so far, this company has taken their time in paying off the remaining portion of the loan to P1FCU, being around approximately 5 thousand dollars. Farmers Insurance and along with canceling the extended warranty have around paid P1FCU, so the only one left to pay to pay the bank is Safe-Guard. I have made 2 payments to P1FCU since this claim was filed. I know the company will disagree.Business response
06/04/2024
Please see attached response.Customer response
06/06/2024
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,
***********************************
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Customer Complaints Summary
138 total complaints in the last 3 years.
63 complaints closed in the last 12 months.