ComplaintsforSafe-Guard Products International, LLC

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we purchased our RV in 9/2020 we purchase a tire /wheel warranty. We had a blow out 3 wks ago. I contacted safeguard and filed a claim, and brought the wheel to a tire store who also contacted them. Safeguard asked for treatment depth- there is none as all tread was gone from the blowout.We never heard back and after 1 wk I called to check on claim , told that it was denied. I got them to send it to claim resolution, again another wk went by , never heard from them so called again told we need tread depth, explained the tire tread was gone in blowout, I sent pictures of the bad tire along w/ remaining tires, we measured tread on good tires and net this to safeguard. Still waiting for a response, now 3+ weeks. We have no tire and cannot use our RV because of this. We are very upset at this company and are considering canceling the warranty and getting our money back. This is a poor way to do business. We did everything they asked and they are not responding.

  

  Business response

  11/08/2021

  Business Response /* (1000, 8, 2021/10/26) */ Thank you for forwarding the consumer complaint of Ms. ****** ****** to our office. Safe-Guard Products International, LLC ("Safe-Guard") greatly values its customers and prides itself on providing excellent customer service. Therefore, we thank you for the opportunity to review and address this matter. Safe-Guard's records indicate the Ms. ****** purchased a 2021 Three Wheel Trailer on September 26, 2020 and simultaneously purchased a Tire & Wheel Service Contract ("Tire & Wheel Agreement"), which is administered by Safe-Guard. Safe-Guard's records indicate that Ms. ****** submitted a claim on September 27, 2021 for the replacement of her vehicle's right rear tire after it suffered a blow out after running over an unidentified object in the road. The tread death of the damaged tire was requested and was unavailable, thus the claim was subsequently denied. While the Tire & Wheel Agreement does require a minimum tread depth of 3/32" in order for coverage under the Tire & Wheel Agreement, Safe-Guard understands that obtaining the tread depth on a blown out tire is not feasible. As the tread depth on the remaining tires did measure greater than 3/32", Ms. ******'s claim has been approved for replacement. Ms. ****** should submit a copy of the final invoice and proof of payment, along with the Claim Summary Sheet, to Safe-Guard's Claims Department in order to process Ms. ******'s reimbursement. A copy of the Claim Summary Sheet was emailed to Ms. ****** at the email address on file. In the event it was not received, Ms. ****** should contact Safe-Guard for additional instructions. Thank you for your inquiry. We strive to provide the best customer service possible and appreciate any feedback we receive.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a Gap Insurance claim # XXXXXXXX for a 2018 Dodge Journey on 8/31/2021, which was totaled in an accident on August 16, 2021, that got paid off leaving a balance of $ 4,656.01. I submitted all of the documentation that safe guard asked me to furbish. On 9/15/2021, When following up with the claim status, I spoke with the customer service rep. Dominique Dixon and stated the claim was not denied but they could not payout because of the valuation report from my auto insurance. I asked the representative can I speak to a supervisor to get a written/verbal explanation and a copy of my contract proving that this decision was based on the disclosures and clauses in my contract. The representative had an attitude and gave me the run-around and told me she would send me a written notice and copy the contract in two minutes via email. I have made multiple attempts and called. Still haven't got my written explanation and copy or a valid reason why the balance from loan was not paid off.

  

  Business response

  10/06/2021

  Business Response /* (1000, 10, 2021/09/27) */ Thank you for forwarding the consumer complaint of Ms. ***** ***** to our attention. Safe-Guard Products International, LLC ("Safe-Guard") greatly values its customers and prides itself on providing excellent customer service. Therefore, we thank you for the opportunity to review and address this matter. Our records indicate that Ms. ***** purchased a 2018 Dodge Journey on March 11, 2021 and simultaneously purchased a Deficiency Waiver Addendum ("GAP Agreement"), which is administered by Safe-Guard. Ms. ***** incorrectly refers to the GAP Agreement as "GAP insurance". Safe-Guard is not an insurance company and therefore does not issue or administer insurance policies. As stated above, the contract which Ms. ***** purchased is a Deficiency Waiver Addendum administered by Safe-Guard. Under the GAP Agreement the lienholder of Ms. *****'s loan contract agreed to waive some or all of the remaining unpaid net balance of the loan upon the total loss of the vehicle pursuant to the terms of the GAP Agreement, thus this is not an insurance product but rather a two-party debt cancellation agreement. Safe-Guard's records indicate that a GAP claim was initiated on August 31, 2021 after the total loss of Ms. *****'s vehicle. Ms. ***** was advised at that time of the documents required to process her GAP claim, where to locate each, and how to submit said documents to Safe-Guard. The first of the required documents was received by Safe-Guard on August 31, 2021, the last of which was received on September 14, 2021. While reviewing the documents submitted on Ms. *****'s behalf it was discovered that her primary insurance carrier took a deduction of $3,563.37 from its settlement for prior damage and $500.00 for the condition of the vehicle, both unrelated to the total loss. Section 3E on page two of the GAP Agreement reads as follows: "3.Disclaimers.E. No coverage is provided for any deductions taken by the Primary Insurer for the following: PRIOR DAMAGE, Salvage, Missing Items, Excess Towing and Storage." (Emphasis added) At the time Ms. ***** purchased her vehicle she also purchased a vehicle service contract and a tire and wheel protection service contract, both of which were canceled after the total loss yielding a refund of the purchase price, which was applied to the outstanding balance of Ms. *****'s loan. Ms. *****'s vehicle service contract yielded a refund of $1,847.26 while her tire and wheel agreement yielded a refund of $646.90. Ms. *****'s payment history also demonstrated a loan fee in the amount of $6.00 which is not covered by the GAP Agreement. Taking into account the prior damage, the cancellation refunds and the non-covered fee, Ms. *****'s GAP claim was calculated as follows: Outstanding Balance at Date of Loss: $19,753.79 Less Insurance Settlement: -$15,281.08 Less VSC Cancellation Refund:-$1,847.26 Less Tire & Wheel Cancellation Refund: -$646.90 Less Loan Fee: -$6.00 Less Prior Damage:-$4,063.37 Plus Deductible to Primary Insurer: +$500.00 Remaining Loan Balance/GAP:-$1,590.82 As there was no remaining balance, a condition referred to as a negative GAP, there was no waiver per the terms of the GAP Agreement. Thus Ms. *****'s GAP claim resulted in no benefit. A letter outlining the claim calculation was forwarded to Ms. ***** on September 16, 2021. Upon signing this GAP Agreement Ms. ***** acknowledged that she had read all pages of the GAP Agreement and agreed to all of its provisions. As there was no remaining balance on Ms. *****'s loan after the GAP calculation there was no waiver per the terms of the GAP Agreement. Thank you for your inquiry. We strive to provide the best customer service possible and appreciate any feedback we receive.

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