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:01/28/2025

  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 feel this company deals fraudulently with customers by requesting items that they know the average customer cannot provide. I have provided all paperwork they have requested, and they keep rejecting my police report saying it is not sufficient. I cannot obtain a sealed copy without a court order, and they know this. This police report was good enough for my primary insurance company to settle their claim- it should be good enough for the *** insurance. It's a classic stall tactic to see if I give up, or time runs out. I have provided everything I was required, and they are still finding ways not to work with me. Last time I called and asked for a supervisor, the man I spoke with was beligerent, talked over me, and ultimately hung up on me. They have no interest in paying your legitimate claim, only keeping your premium. I want resolution on claim # ********. My next step will be retaining a lawyer.

  

  Business Response

  Date: 02/03/2025

  Please see the attached. 

• Initial Complaint

  Date:01/27/2025

  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 had a total loss on 11/10 and my car was totaled. I have around $3300 left on my loan, to be covered by my GAP insurance. I finished all my required paperwork and submitted on 12/31. It has been sitting "In Audit" status ever since 1/2. It is now 25 days later and I am coming up on having to make a car payment on a car I haven't been able to use in almost 3 months. Every time I call or message I am given the same blanket response that there are higher volumes, be patient, etc. I was unusually told ***** days. It has been 25. Their customer service is atrocious. No clue what they are doing there, but based on other complaints I can see this is their standard business practice.

  

  Business Response

  Date: 01/30/2025

  Please see the attached. 

  Customer Answer

  Date: 01/31/2025

   
  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:01/25/2025

  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 filed a claim with Safe-Guard Products International LLC for the benefit of the *** coverage. This claim was filed on 11/14/2024. I had to provide documentation for the claim and all documentation was sent to Safe-Guard and received by them by 12/27/2024. The company rejected documents that should not have been rejected delaying the process for me. I spoke with a *** on 1/9/2025 and they agreed that the document that was rejected by them was actually the correct document. Since then there has been no movement on this claim I called the company on 1/17/2024 and requested the claim to be escalated. The *** advised that they would send a message to their supervisor for the claim to be escalated. I called back on 1/20/2024 to see if this was escalated. I got the same response that the claim was in audit and that this process takes time. I asked the *** about the call to them on 1/17 and asked them the details of those notes in the file. She indicated that the notes say I called in and that I was informed that the claim was in audit. I asked the *** if there was anything else in the notes and she said that was it. I confronted the *** and said that I was told that the claim would be escalated to a manager. The *** then agreed and said oh I see that that is in here as well. This statement made me feel that I was being lied to, so I asked to speak with a manager. I was told that her manager was in a meeting and she asked me to call back in 30 minutes to 1 hour. I asked to be transferred to her supervisors voicemail. The *** agreed and transferred me. The phone rang continuously for about 2 minutes and a voicemail never picked up. I have since been promised that this would be done and concluded by 1/24/2025 by 2 different managers, which it still has not been concluded. The **** refuse to transfer you and continually tell me their supervisor is either in a meeting or at lunch. I want movement on this because it is costing me money with the payment each month.

  

  Business Response

  Date: 01/30/2025

  Please see the attached. 

• Initial Complaint

  Date:01/23/2025

  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 purchased a vehicle warranty through Porsche Protection Plan on 05-14-2022.-Up to this day my vehicle (2016 Porsche Macan Turbo - VIN # *****************) is still under the warranty period. -On December 16, 2023, my vehicle's transmission failed. -The vehicle was towed to ****************** in ***********-After initial inspection and diagnostics it was determined by ******* that a new transmission is needed, which is covered under the current warranty. -My service advisor at ******* called to inform me that the warranty requires a receipt showing the transmission fluid was changed at ****** miles as required. -The transmission fluid service was performed at ****** miles in ****** by Taller Fuel Injection ********* in ********************** on a trip i made for the end of the year 2023. -I provided the receipt to my service advisor (attached) which was denied by the warranty as not being proof of receipt due to being hand written and not presenting part numbers for the fluid change or the filter.-I have called the warranty multiple times and after speaking with several claim adjusters, they determined that the claim is denied, even though i am showing proof that the service was performed. -I have informed the warranty that i cannot manage how other companies create their receipts and that it is the only proof i have of the service. I have the importation paperwork with the dates the vehicle was taken into *******-After a thorough review of the warranty contract, it does not state that the receipt cannot be handwritten, nor does it require to have part numbers like mentioned by the claim adjuster. -I am seeking help to settle this claim, as i have done all the services the vehicle requires.Respectfully,***** ******* **************

  

  Business Response

  Date: 02/06/2025

  Please see the attached. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22850693
  
  I am rejecting this response because: 

  Mr. ******,
  
  Thank you for your response regarding my claim. I appreciate your time and consideration in reviewing this matter.
  
  I understand that my claim was initially denied due to concerns about the verifiability of the payment method and currency used.However, I would like to clarify that the payment was made in cash, as I chose not to use a credit card while I was out of the country. To support this, I am providing transaction records that show the funds were sent for cash delivery,which should substantiate the payment made for the services rendered.
  
  Additionally, I would like to point out that the contract agreement does not define what constitutes a verifiable receipt. As a result,I believe the receipt and the transaction records I have provided are valid forms of proof, as they accurately reflect the services rendered and the payment made. I respectfully request that you reconsider the denial of my claim in light of this information.
  
  Please find the relevant transaction details attached for your review. If any further documentation or clarification is required, I am more than happy to provide it to ensure that this matter is resolved promptly.
  
  Thank you for your time and attention. I look forward to your response and to a swift resolution of this claim.
  
  Respectfully,
  ***** *******
  **************
  

  

  Business Response

  Date: 02/13/2025

  Please see the attached. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22850693
  Dear Mr. *********************** you for your prompt reply and for keeping us informed regarding the status of this claim. We appreciate the time and attention you are dedicating to reviewing the updated documentation.

  
  We understand that the necessary parties are currently out of the office, and we are happy to wait for further updates. Please do not hesitate to reach out if additional information is needed in the meantime.

  
  We look forward to hearing from you soon.

  
  Respectfully,
  ***** *******
  

• Initial Complaint

  Date:01/23/2025

  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 have tire insurance which i claimed on and sent all paperwork in for. The initial claim was made in september 2024. I was told a check would be sent and would arrive in 2 weeks. I called after a few weeks realizing the check had not arrived. I was told another was sent. still nothing after weeks. called again and was told they needed more info. I checked again and they said no info needed - all emails from them said nothing was outstanding for the claim to proceed). Still nothing after weeks. Finally got someone who seemed to know what they were talking about and requested a receipt. Sent receipt same day via email. They confirmed receipt of documents requested and said check sent. Still nothing. Was told had to be a month before check could be cancelled and reissued. Still nothing after raising it after the month period. They have now completely stopped responding to emails after i was told a manager would look into it. How this is legal is beyond me!

  

  Business Response

  Date: 01/27/2025

  Good *********************************** could kindly provide his VIN associated with the product in question, I will be happy to look into this for him. 

  Customer Answer

  Date: 01/27/2025

  VIN: ***************** 

  Toyota RAV4 2022 hybrid. 
  

  I dont see why this is necessary though, the email chain provides the name and contact email of the agent dealing with the case. I have since heard nothing from them, which shows active avoidance. I would like to know the name of the person who is now requesting this information from me. 

  

  Business Response

  Date: 02/05/2025

  Please see the attached. 

• Initial Complaint

  Date:01/22/2025

  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.

  Safe Guard Products International, LLC , has continued to leave my claim in Audit status. I initially filed my claim on 12/03/2024. My vehicle was totaled 11/25/24. I have turned in all documents needed by safeguard in order to process my claim. On 12/19/2024, I spoke with a *** named *******, who informed me that after seeing I have all documents needed, I could now have my claim placed in audit to be processed. I was told by ******* that the auditing process takes 7 to 10 business days to complete. It is now 01/22/2025 and I am still seeing my claim has not been touched at all. I have called and spoke with multiple agents who all just tell me that it will eventually be looked at and there was no further update. On 01/15/2025, I spoke with a *** named ******, and she informed me that she would place my claim into escalation so that a supervisor could address it and to call back on the 20th of January. I have not seen any inclination that my claim has been addressed. The last 4 of my vin ends in 9073. I cannot get a new vehicle until Safe Guard completes my claim. It is only 12 documents that is needed and I have them all turned in and reviewed. This type of waiting makes someone not want to get GAP insurance although we know it is needed. Can this please be addressed so I can continue with my life. ***** was able to complete their portion of my insurance claim. It should not take this long for this to be completed.

  

  Business Response

  Date: 02/21/2025

  Please see the attached. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22845670
  
  I am rejecting this response because: I was not given the full amount that should have been awarded. I was never late or missed any payments. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/28/2025

  Please see the attached. 

  Customer Answer

  Date: 02/28/2025

   
  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:01/22/2025

  Type:Billing 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 vehicle was involved in an accident, I had gap insurance. The customer service *** told me because they are back logged because of short staff its taking longer to pay the lender for the balance of the car. In the meantime my credit ***ort is reflecting negatively because of this. I have called the gap insurance many times, emailed and escalated this ,but to no avail.I need help resolving this issue. This has been in audit since december. The claim # for gap insurance is ******** Vehicle was 2016 ******* Tucson ******* **** and **** ******

  

  Business Response

  Date: 01/28/2025

  Please see the attached. 

• Initial Complaint

  Date:01/20/2025

  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 involved in a traffic accident on 11/7/24. The vehicle was deemed totaled. I initiated a gap claim with Safe-Guard on 11/14/24. I began uploading requested documents to support my claim on 11/17/24. I had to wait three weeks to obtain the police ***ort, but submitted all other required documents as they became available by my insurance company, as they settled the claim within a two week time frame. I was able to immediately send in documents from the dealer, as they forwarded all that I needed from them. I submitted the last document the police ***ort on 12/9/24. I have been in contact multiple times to check the status of my claim. I have patiently waited, as I was told that the company was short staffed, that there was many claims submitted due to catastrophe around the world. The website indicates that claims are processed within 7-10 business days. I have rudely been made aware that there is no time frame for claims to be processed, and that I should just keep watching the portal for an update. It is now 42 days since my claim was placed in audit. I have spoken with several supervisors and associates, but still advised to watch the portal for updates. I spoke with an associate today, and advised that I was going to contact the BBB to let them know how they really treat their customers. I was assured that my claim would be escalated to a supervisor for further assistance. I went to their portal to check for any updates, only to find that the dates of the documents being submitted was altered to a later date. I have an email showing that the claim was placed in audit on 12/9/24. The *** that escalated the claim again today, stated that they have to allow 30 days before it can be escalated, and stated it is well past the expected time for completion. The dates were then changed to give the appearance that it has not been processing since 12/9/24. It makes it appear that documents were sent later than 12/9/24. So unethical.

  

  Business Response

  Date: 01/28/2025

  Please see the attached. 

  Customer Answer

  Date: 01/28/2025

  This response is regarding someone named ******* ****.  This has nothing to do with me, I do not have any affiliation with that claim.  My concern was regarding my own claim,  submitted in my name,  ******** ****.  The amounts listed in the response does not correlate with my claim.   I would like a response pertaining to my original claim # ********.  I will disregard the information, as it does not pertain to my claim. 

  

  Business Response

  Date: 01/30/2025

  Apologies for the mix up please see the attached. 

  Customer Answer

  Date: 01/30/2025

  I would like to have received a response of the company taking ownership for the delay and hardship caused as a result of the delay in processing my claim.   From the response the company gave it totally disregarded the error on their part.   I greatly appreciate that the claim has now been completed.   

• Initial Complaint

  Date:01/20/2025

  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.

  Heres a revised version of your text for clarity and flow:In October, we experienced a total loss of our ** due to Hurricane ******. State Farm processed their portion of the claim in early November and removed the ** from our property. We purchased GAP coverage through Safe-Guard International and filed a claim with them on October 22, 2024.The claims process has been unnecessarily difficult. Safe-Guard required an extensive amount of paperwork, which we submitted multiple times as they repeatedly requested additional, often irrelevant, documentation. Despite providing everything they asked for, there has been little to no progress. Whenever I call for an update, Im told the claim is "in line to be reviewed."Recently, the claim was reviewed but then sent back with yet another request for documentation, restarting the entire process. This has been extremely frustrating, as it feels like Safe-Guard is deliberately creating barriers to avoid settling the claim.Meanwhile, I am still paying on the ** loan while waiting for them to send the settlement check to the lienholder. This delay is impacting my credit and worsening my debt-to-income ratio. It's a financial strain, especially since we lost our home to the floods from Hurricane *** and now Hurricane ******. We need to settle this debt to secure a loan for necessary repairs and rebuilding efforts.Despite my repeated calls emphasizing the urgency of the matter, the representatives simply say its "escalated" and "in line for review." Ive requested callbacks from a manager at least six times, but nothing has been *********** my past experiences with GAP coverage claims, they were settled within weeks. Safe-Guard International is failing to deliver on their promises, taking money from customers without holding up their end of the agreement. This claim needs to be settled immediately so we can move forward.

  

  Business Response

  Date: 02/04/2025

  Please see the attached. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22836036
  
  I am rejecting this response because: This has already been in this status in the past and was kicked back to the front of the line waiting on another piece of paper work.  I understand there was a natural disaster as I have been effected by these storms and lost my home and belongings twice.  I had GAP coverage on everything and on the items that were lost that were covered by companies other than your own, they were settle within weeks.  Not months.  I will keep this complain open until your end of the deal is closed.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/11/2025

  Please see the attached. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22836036
  
  I am rejecting this response because: The documents were submitted long ago.  Still awaiting yet another review of the info I provided.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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 filed my claim October 28th. When I call about my claim they continue to say its in audit and will take 5-10 business days to see benefits. Its now January 16th.

  

  Business Response

  Date: 01/31/2025

  Please see the attached.