Complaints

This profile includes complaints for Safe-Guard Products International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Safe-Guard Products International, LLC

  2 Concourse Pkwy NE Ste 500 Atlanta, GA 30328-5584

  
• 

  Safe-Guard Products International, LLC

  2 Concourse Pkwy STE 500 Atlanta, GA 30328-5584

  
• 

  Safe-Guard Products International, LLC

  127 Driftwood Ln Woodstock, GA 30188-4263

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my concern regarding the Safe Guard Insurance policy I purchased through Team ****** in August 2023 when I bought my 2021 ****** Highlander.On Saturday, March 29th, my husband and I were on a road trip about 1 hour and 45 minutes from our hometown when we had a flat tire in *********, IN. We stopped at a ************* and called AAA for help. While waiting, I contacted Safe Guard. The representative advised me to visit the nearest ****** dealershipBob ******* ******for inspection or replacement.I contacted the dealership, explained my situation, and arrived around 1:39 PM. A service advisor named **** assisted us. After assessing the tire, **** said a nail was in the tire and it needed to be replaced. He also claimed all four tires were worn and recommended replacing them for $941. We declined and asked to replace only the damaged one.**** said he would contact Safe Guard but warned his write-up might affect reimbursement. After some time, he said he couldnt reach anyone. I called Safe Guard, and they confirmed they hadnt heard from the dealership. After further delays, **** said they finally connected and that I would be reimbursed if I paid $231.77 upfront. I trusted his word and paid.The following Monday, Safe Guard said they were still awaiting documentation. I followed up with the dealership and spoke with ********, who later admitted Safe Guard hadnt received the documents due to an incorrect email address. After calling Safe Guard several times, I was told I wouldnt be reimbursed because the work wasnt pre-approved.This feels unfair. I followed all proper steps, acted quickly, and was misled. I later confirmed with another ****** dealership that the remaining three tires were safe. I believe I should be reimbursed.Sincerely,******** & ****** **** Policy #******** 2021 ****** Highlander VIN #*****************

  

  Business Response

  Date: 04/16/2025

  Please see the attached. 

  Customer Answer

  Date: 04/18/2025

   
  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,
  
  ******** And ****** ****

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dispute is with the insurance company, Safe-Guard Products International, purchased as ****** Equity Shield, and my struggle to get my windshield replaced. The windshield replacement insurance was purchased for $767.00 at the same time my vehicle was purchased and clearly provides for replacement of the windshield when it can't be repaired. My windshield has been cracked extensively and I can't get Safe-Guard to authorize replacement to the glass vendor Safe Lite. I have had over a dozen calls with Safe-Guard, multiple calls with Safe Lite (who have been helpful), escalated the matter to managers with Safe-Guard and still can't get them to issue the windshield replacement authorization to the glass replacement vendor, Safe Lite. Claim was filed on 3/27. Safe Lite showed up on 4/8 to repair the windshield, the technician noted that Safe-Guard had only authorized a repair as opposed to a replacement, and the windshield is cracked beyond repair.A follow up call by Safe Lite on 4/8 noted that I needed to call the insurance company and get them to authorize replacement.I called Safe-Guard twice on 4/8 asking them to authorize Safe Lite to replace the windshield, they said that was done.I contacted Safe Lite on 4/10, and they have not received authorization to replace the windshield yet.I contacted Safe-Guard again on 4/10 and they state they will work with there vendor management group to issue the replacement authorization immediately.The insurance company Safe-Guard will not follow through with honoring the contract I have with them for replacement of a broken windshield. The keep claiming they will authorize the replacement, but ultimately they don't. It has been over 2 weeks with more than 20 phone calls and the cracked windshield keeps getting worse to the point it's unsafe to drive my car. I simply want them to replace the windshield as part of the insurance coverage I paid for. Attached: insurance contract, claim, and pic of damage.

  

  Business Response

  Date: 04/24/2025

  Please see the attached. 

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the response is factually correct in that I did, eventually, receive the windshield replacement as per the agreement, but notably silent on the the ridiculous effort required by the customer to get the actual replacement instead of the repair that was being promoted that was never a feasible option.  Over a dozen phone calls, time off work for service calls that didn't happen or were fruitless, and finally needing to file a complain with the BBB just to get them to actually authorize windshield replacement, in addition to other effort, was required to get a fulfillment of a contract for a service that was clearly required.  

  Let the record show for my experience, while the eventual outcome was per the agreement, the process to get there was clearly designed to avoid fulfillment of the service that was paid for.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/1/2024, I called the 800 number ***************) to file a claim for a tire replacement. Following the call, I received documents via email that I completed and returned as requested, along with itemized receipts. I was told I would be reimbursed for the tire claim, but I have not received any reimbursement. In October 2024, I called and was informed that the check had been sent to my old address. I was assured that a "stop payment" would be placed on the original check, and a new one would be issued to my updated address. Since then, I have called 11 times, with several representatives claiming that the check was reissued, while others stated that my request had been escalated. After 8 months, I have still not received my reimbursement, despite my address being verified multiple times with the company.

  

  Business Response

  Date: 04/10/2025

  Please see the attached. 

  Customer Answer

  Date: 04/15/2025

   
  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

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was totaled and I filed a GAP claim with safe guard. The company has continued to not accept the claim saying they require more documents. Documents that I have sent several times. I do not get any reply's to my emails. This has been a very challenging system to file a claim with. There is no customer support and so far they have not upheld their contract responsibilities.

  

  Business Response

  Date: 04/10/2025

  Good ********************************** could kindly provide his VIN or claim number associated with him claim, we would be happy to look into this further. 

  Customer Answer

  Date: 04/10/2025

  Vin #*****************
  
  

  

  Business Response

  Date: 04/25/2025

  Please see the attached. 

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 24th, my car was in an accident and ended up being totaled. (I got hit by a semi-truck trailer and when was making a left turn and I was waiting at a light).No harm to me and I had GAP insurance through Safe-Guard. It took a bit for the evaluation to come back that the car was totaled since it was the holiday season. The claim was officially filed: 02/07/2025. The at fault drivers insurance was actually amazingly fast and quick with everything and even sent the portion to pay off my vehicle 02/11/2025.I have had multiple communications with safe-guard, each time with new information they are requested. The lasted being the full vehicle evaluation. I sent that in via email on March 12th, ******************************************************************** an email to send the document to (this was a 44 page document, and their system did not allow me to upload, and they requested I email them instead).Fast forward to today (April 2nd, 2025). I noticed the evaluation was still marked as rejected. I inquired about it, and all of a sudden, they checked and approved the evaluation. I was told numerous times they were following process, and I am now certain they are trying to avoid paying out the gap insurance claim (there is a # of days constraint).If nothing else, they failed to do their due diligence and has now caused me emotional distress.I want my gap insurance paid off, and a settlement for the amount of time I have spent dealing with this. I have transcripts and documentation of everything.

  

  Business Response

  Date: 04/10/2025

  Please see the attached. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This claim was filled as of 12/11/2024. I never received any correspondence back from them till 4/1/2025. This is after calling them numerous times and being told oh it's under review with the Audit team. Which does not take calls or call clients to provide updates. I was advised on 3/28/2025 that the police report we provided it not sufficient. But that is all that was provided to me and the insurance from the police. They are stating that a citation was given but one was never issued. When we looked online there was no citation issued. I took a screenshot of this while on the line with the supervisor **** and submitted it. I was then reached out to by the Audit team for the first time via email today 4/1/2025 saying that it is insufficient. I called in and spoke to ****** I asked what is needed to show there is no citation she stated a letter. Who would I be getting the letter from? I asked can they provide me with a form or what type of form I would need to send in from the police, she could not assist properly so I asked for a supervisor and was told that there were no supervisors available without her even putting me on hold to check to see if one could take the call. I advised I would like a callback.

  

  Business Response

  Date: 04/10/2025

  Please see the attached. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a young adult (21) I am trying to be responsible and proactive in resolving this issue. I have attempted to follow the procedure however I continue to get mislead. Gap claim was filed 11/8/2024 for stolen vehicle and closed 1/21/25; I realized on 1/23/25 the warranty amount ($2699) reported that the finance company received was incorrect. I contacted GAP claim 2/3/25 to inform them of the error. I was asked to provide a receipt showing the correct amount which was $920 a difference of $1779. The updated documents (receipt, account ***************** were submitted 2/3/25 to Ke'**** ******, as of today 4/1/25; each time I call I get either I need to resubmit the documents or allow more time to process. It has been over 45 days to reconcile an claim that was already approved. Each delay causes hardship because of the balanced owed on the loan. I have to continue making car payments & use ride share which is creating a financial hardship. It is my hope that this can resolve in the next week in order for me to get reliable transportation for school and work.

  

  Business Response

  Date: 04/13/2025

  Please see the attached. 

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 30, 2024 I was dragged by a semi truck on the expressway. My car was deemed a total loss, my insurance has sent thier checks in and covered all of thier part. It is now March 31, ************************ audit! Everything has been turned in, first I was informed my insurance did not send a check, then it changed to there was not a police report filed? Despite providing proof that each of their attempted reasoning to not move my case, I am still in audit months later! This is absolutely ridiculous. I keep calling and calling just to be on hold and never picked up. My credit has tanked servery due to the run around from this company. This is unfair. A semi truck came over ontop of me, dragged me and did not stop. Why am I unable to get answers, why am I still waiting 5 months later without any answer in sight!

  

  Business Response

  Date: 04/13/2025

  Please see the attached. 

  Customer Answer

  Date: 04/14/2025

   
  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

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident in December of 2024. I was not at fault, and the car was deemed a total loss. It was due to issues with the car handling in inclement weather and no other cars were involved. I have GAP through CarMax/SafeGuard Products. I submitted all of the documentation to SafeGuard within 60 days of the accident. My claim has been in audit for almost a month now. I am getting further behind on the balance, and I honestly think they are waiting for it to go to collections so they do not have to pay it. I do not know what to do, other than file a complaint at this point.

  

  Business Response

  Date: 04/07/2025

  Good Morning, 

  If the customer could kindly provide their VIN or Claim Number we will be happy to assist them further. 

   

• Initial Complaint

  Date:03/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Guard has not paid my Financial Institution the Gap Insurance payment after my car accident. You cannot talk to anyone on the phone and it has been 4 months since the accident. The Financial institution is not able to get hold of them either and Im being forced to continue to pay on my loan even though the car has been gone for 4 months. The Financial institution and I are not getting anywhere with this company and they are causing me to make 2 car payments when they are under contractual obligation to pay off my loan.

  

  Business Response

  Date: 04/04/2025

  Please see the attached.