ComplaintsforSafe-Guard Products International, LLC

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - I Have purchased Tire protection under ***************** Protection which according to my *** Dealer "Fields of *** Winterpark *******" is under this Safeguard business since 2020 for 5 years expiring in Aug 5 2025 - I paid almost $4,000 for this ************* Protection when I purchased, and this is not the first time I have had a road hazard situation with my tires. - On Wed July 31st 2024, I dropped my car off at the dealer and they filed a claim with Safeguard under My car is 2020 *** X3 sDrive with last 8 Digit of VIN L9D50615. My *** Dealer usually files tire protection claims of road hazard (nail puncture in tires) on my behalf and typically it gets processed in a day or 2 days.- According to my dealer Safeguard is refusing to comply with the coverage and replace the tires that has been by evidence through the dealer proven to be road hazard and damaged which are unsafe to drive and would cause harm if not replaced to date causing inconvenience and I am using a loaner car with very limited mileage daily since this is my only car I drive. (17+ days so far and I can't get my car)- Safeguard have not attempted to resolve the issue and I have been trying hard to get through a supervisor but they always decline saying "they are in a meeting!" and refused to cover the tires.- I am requesting Safeguard to process the claim for my 2020 *** X3 sDrive with last 8 Digit of VIN L9D50615 through my dealer Fields *** Of Winterpark, **. My Advisor name is "*********************" and Service Manager is "*****************************"--> if Safeguard still decline the road hazard claim then the only option is to refund me the money I paid in the amount of $4,000 when I purchased my car with this service since it is useless and they are scamming people not holding their end of the bargain!

  

  Business response

  09/03/2024

  Please see the attached response. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After submitting a scavenger **** of documents requested, this company failed to complete their obligation according to our contract (GAP) when my wife's car flooded. The specific document in question is the payment history. This information was submitted from the lien holder and verified by a ***resentative from this fraudulent company. While discussing the issue with a phone **** the green check ****s that indicated all my documents were submitted successfully and the processing of the check had commenced were present. Suddenly, one check **** turned to a red "X". Blatant proof that the intent was to defraud me of having a completed file. The *** was rude and lacks veracity as he knew and intended to change the check **** to a rejection ****. I will not let this go. As a Judge in ****************, I find this behavior ***rehensible for a service oriented company. Now, after reviewing feedback from other victims, I understand how devoid of dignity this scam operation happens to be.

  

  Business response

  08/29/2024

  Please see the attached response. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with Safe-Guard Products Internationals refusal to cover a claim that clearly falls within the terms of the contract. Recently, 8/9/2024, my tire was damaged by a pothole, a type of incident specifically listed as a covered loss in my contract. However, when I filed a claim, it was inexplicably denied today, 8/15/2024.Whats even more troubling is that when I requested to speak with a supervisor to resolve this issue, I was met with further resistance. Instead of receiving the support I expected, my claim was effectively punished by being blocked from review by the claims resolution department for daring to speak with a supervisor. This is a blatant disregard for customer service and the terms of the contract.I entered into this agreement with the understanding that Safe-Guard Products International would honor legitimate claims. Instead, I feel misled and mistreated. I demand that my claim be reviewed by the proper department and that my issue be resolved in accordance with the contracts terms.This experience has left me deeply disappointed and questioning Safe-Guards commitment to honoring their agreements. I hope to receive a swift and fair resolution to this matter.

  

  Business response

  08/27/2024

  Please see the attached response. 

  Customer response

  09/02/2024

   
  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,
  
  *************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Timeliness of Processing Claim and Refusal of Offical documents in an attempt to prolong the payout of balance due to acidented (loss) vehicle.The company (SafeGuard) has negligently refused revision of documents, not compliant with proper call procedures by redirecting calls at contact center, not responding to email concerns, no resolution with insurance claims adjuster (Belair direct) or dealership (sold warranty ) and as a result has purposely extended the period of processing for the balance on an accidented vehicle.Intital claim date of April 10th, 2024 on online portal, subsequent phone calls and emails all of which were not useful in continuation of processing case.April 10th- Communicated with insurance company (belair direct )) and 417 ****** (dealership )) to collaborate on claim approval April 25th- (Safeguard Intl ) ,would indicate that documents provided were rejected. ( Docs provided from insurance company (belair direct)May 1st- Resubmitted documets for processing on GAP portal May 15th- Email stating documents refused, and addtl documents required May 24- 27th- Requested another "proof of loss " document from insurance compny (belairdirect)May 29th- Resubmitted documents, this time via email to support line, Spoke with representative on the phone May 31st- Docs rejected June 11th- Call Spoke with agent and supervisor, forwarded info for Claims Adjuster at Belairdirect and missing document (payment history)July 12th- Claims adjuster spoke with GAP again June 24th- Doc rejected/ stated "missing" again, sent email to supervisor- no response July 2nd - Called to speak with supervisor, agreed to speak directly with insurance adjuster (Belair direct ) to resolve the issue of "missing docs "July 9th - Called to follow up with supervisor, left a message and **** was never returned July 12th -Called to follow up with supervisor, left a message and call was never returned , agents redirected calls to the queue July 22- aug 5 (no resolution)

  

  Business response

  08/21/2024

  Please see attached response. 

  Customer response

  08/21/2024

   
  Complaint: 22097974
  
  I am rejecting this response because:
  The company has not made a conscience effort to revise the documents sent. In fact, I have spoken to several agents who have not read the documentation presented by the primary insurance. As the cusotmer, I have been responsible for providing all documents, that have been given from my primary insurance "belair-direct", and "Safe- Guard" continues to deny the documents. In absense of the document "Proof of Loss", I was told that I can provide a Police Report from my state department. The company , "Safe Guard" has rejected this document also, citing that the document does not contain "narrative of accident" . They have indicated dates that are not factual, or indicate the true processing of receipt of documents. The company is using verbage of "Proof of Loss"- which has already been provided detailing all necessary and pertinent information to the loss/ damage/ cause of the accident of the vehicle. 

   

  
  Sincerely,
  
  ***** Mon *****

  

  Business response

  08/28/2024

  Please see the attached.

  Customer response

  09/04/2024

   
  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.
  

  As of 9/05 , I am still waiting for the company to process a refund to the balance owed on the vehicle. The tardiness is beyond extrme. 

  I am also in agrable that the company should process calculation from the date of the accident , till prsent day to clear the balance in full . 

  
  Sincerely,
  
  ***** Mon *****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty for approximately $1000 and the policy states tires will be replaced if damaged from road hazards such as nails,glass,potholes etc. Two tires have nails that are causing them to leak and not hold manufacturers recommended PSI. Safe Guard denied my claim as well as an appeal falsely claiming the damage is not from a road hazard. Central *********** the shop that sent the claim to Safe Guard said there is no reason I should've been denied.

  

  Business response

  08/19/2024

  Please see attached response. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My claim was filed on 6/20/2024.Everything has been sent and approved for my claim but yet they havent processed anything!Everyone I call and ask there very rude and tell me they dont know why its taking so long.

  

  Business response

  08/19/2024

  Please see attached response. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was paid for GAP Insurance. They were to pay what was left or what was owed for the car. My 2019 Dodge Challenger was totaled back on May 13, 2024. Commonwealth paid out $********* to the loan holder. VALUATION SUMMARY Base Vehicle Value $ ********* SEE UPD ESTIMATE* - $ ******** Adjusted Vehicle Value $ ********* TOW AND STORAGE CONCESSION* + $ ****** SEE SALVAGE PROQUOTE* - $ ******** Value Exceeding PD liability limits* - $ ******** Total $ ********* Safe-Gurad Products went took the above valuation and paid this...Outstanding balance at date of loss: $32,514.18 Primary Insurance Valuation: $********* Salvage fees: $******** Prior Vehicle Damage: $******** Other Deductions: $1,202.97 GAP Benefit: $3,980.89 The salvage fees was alrady deducted by Commonwealth, ame with the prior damage and other deductions. None of which they are suppose to be deducting from what is owed. They owe $11,473.20 for the car. I paid for this insurance and NEED them to do what they were paid to do, which is pay what is left, the gap for the car.

  

  Business response

  08/14/2024

  Please see attached response. 

  Customer response

  08/14/2024

   
  Complaint: 22067646
  
  I am rejecting this response because:

  The waiver is stated in # 2 the coverage is for $50,000.  What was stated to me by Safe Guard *** was that they would pay out the remainder of the loan for the car during the total loss.  They only paid out $3,980.89.  The waiver should be enforced and the remainder of the loan should have been paid out.  ******, Geico and even Car Max stated that is why customers pay for a GAP WAIVER.  ************ is skirting and want to be let out of an agreement they signed to take care of.  
  

  This all ordeal should be a strike against them and OTHER / ALL customers should be warned not to pay for a GAP WAIVER with this company ever.  Matter of fact, they should be removed from doing business EVER again.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/21/2024

  Section 2 of the *** Waiver Agreement states that the maximum benefit under the agreement is $50,000. The benefit a customer receives will be calculated in accordance with the other terms in the agreement. ******************** benefit calculation is provided in the original response, and the sections explaining the deductions and exclusions are referenced in that letter.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I mailed a letter to Safe Guard in February 2024 in accordance with their instructions, to cancel my Safe Guard ****** Equity Shield Optimum Vehicle Protection Plus insurance. I was told by ****** finance the refund would take 4-6 weeks and 5 months have now passed. I am entitled to a pro-rated refund, beginning in February 2024. I have followed up with ****** finance department multiple times to no avail. There is no email or phone number to contact Safe Guard corporate, otherwise I would have. Please issue me my refund.

  

  Business response

  08/01/2024

  Please see attached response. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been trying to get a total loss gap claim taken care of for 4 months now. This company has failed to do any thing remotely within the contract. Youve lied to me and my wife multiple times, after multiple phone calls with *** financial also being apart of the phone call. You lied stating you never got required docs in time, even though on a recorded line, *** financial told you MULTIPLE TIMES the docs were sent in March, yet you lied to us stating the phone calls were not recorded. This matter needs to be take care of immediately, you have breached the contract in multiple ways, caused great emotional distress for me and my wife and not ONCE did your team even try to say sorry, instead you called us liars and belittling us. Failure to comply will result into discovery of what happened, I do not want this, I want my claim to be paid, as its stated in the contract. Its clear you are lying to me and my wife and to *** financial.

  

  Business response

  07/30/2024

  Please see the attached request for information. 

  Customer response

  07/31/2024

   
  Complaint: 21979284
  
  I am rejecting this response because:
  I attached all needed information, the amount of incompetence shown from top to bottom at this organization was just shown even by you. 
  

  I had to call your CEO and a VP to finally get this resolved, you took 2 whole weeks to even respond back to the BBB  How someone like you has a job like this is lost upon me  

   

  For anyone reading these reviews and responses, make sure you call your dealership group to help get this taken care of, as no one at this organization cares about you nor your contract with this company. 
  

  This company is the biggest fraud in the business and should be investigated for breach of contract  

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

  

  Business response

  08/08/2024

  The consumer has stated that his issue has been resolved. Unless there are any other comments or questions, we will assume that this matter is closed. 

  Customer response

  08/08/2024

   
  Complaint: 21979284
  
  I am rejecting this response because: I didnt even get an apology or a Im sorry. 
  

  This is the definition of scum. 
  
  Sincerely,
  
  *******************

*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. ↩