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:09/17/2024

  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.

  Purchased ******************** Contraction Protection Agreement (5 year term). Had damage to all 4 wheels and called Safeguard. I was instructed to take to the *** dealership and they would call in for authorization to perform repairs. I did as instructed and *** dealership said that while repairs were approved, Safeguard will only pay for partial cost of repairs for each wheel leaving me with $200 out of pocket costs. I advised the contract does not permit them to cap repair amount for wheel damage and I would call them. Safeguard indicated that their system only allows $125/wheel and not $200/wheel as the vendor indicated it would cost for each wheel. I advised that the contract does not limit the coverage for repairs ANYWHERE. Safeguard said that in our geographic market that $125/wheel is the max coverage. I again stated that the contract has no limitations regarding cost per repair and failure to repair at cost is FRAUD. Safeguard then said that I could work with one of their vendors. I said that Safeguard was the one who TOLD me to take my car to *** dealership and have them call in for authorization, which is what I had done so if I was supposed to work with one of their vendors, why did they tell me to go to ***? They said they could have one of their approved vendors contact *** to do the work. I await whether or not that will occur as I am unable to retrieve my car and have other routine services performed until this is resolved. Safeguard does not honor their contract and unilaterally inserts "TERMS" into the agreement that simply are not in the agreement. This is not legal and is fraudulent. Safeguard should cover the FULL cost of the repairs for the wheels at $200/wheel as required under my legally executed agreement. Based on the number of people who have been fraudulently impacted by Safeguard, I would think a class action lawsuit should be next on the horizon for this company.

  

  Business Response

  Date: 09/25/2024

  Please see the attached. 

• Initial Complaint

  Date:09/17/2024

  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 bought a warranty from Safe-Guard Products International for my 2018 ***** Challenger and the warranty was supposed to cover all mechanical issues of my vehicle. Around 3 moths back my engine started to overheat and I immediately took my car to a ***** dealership repair facility. First the dealership diagnosed that parts of the cooling system need to be changed and that claim was approved by Safe-guard. After changing parts of the cooling system, the oil and coolant still kept mixing so the dealership made a claim to change the head gaskets to Safe-guard. Safe-guard asked the dealership to tear down the engine and verify failure in the head gasket and sent an inspector to verify. Safe-guard finally said there was no evidence of head gasket failure. my dealership did not agree with the conclusion and Safeguard kept insisting that the head gaskets were okay so the dealership refused to do any further work on my car and I towed the car (with an un-assembled engine) to a different repair facility (************************* Experts). ******* Auto conducted tests on the torn down engine and concluded that there was evidence of blown head gaskets, warpage in the Engine block, oil and coolant leaking and mixing inside the engine which should warrant an engine replacement. Safe-gaurd's inspector came in and checked the engine. according to my conversation on 09/13/2024 with a safeguard representative, I was informed that the Inspector did find evidence of the failures in the engine pointed out by the repair shop and the inspector also recommended the engine to be replaced. I was told that the claim should be approved and it's just awaiting approval from a supervisor. on 9/16/2024, I found out that the supervisor didn't approve the claim. My car has been in different repair shops for 3 months and safe-guard keeps stalling these claims with lame excuses despite repeatedly showing them the points of failure with proof and evidence.

  

  Business Response

  Date: 09/24/2024

  Please see the attached. 

• Initial Complaint

  Date:09/09/2024

  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 have attempted to contact this business on four separate occasions and have gotten zero acknowledgement. The first three attempts were via email (included in attachment) per their website. Upon their failure to communicate, I mailed a packet, certified, requesting reimbursement for a fuel injector repair that should be covered by their warranty that was sold to me by ******* of ****** Chapel. I will not rehash everything here, you can read the cover letter.I was originally requesting reimbursement for the repair, but since they refuse to respond or communicate (or have no interest in fulfilling their obligations), I want the cost of the warranty refunded in full - in exchange they are released from their warranty obligations as I expect the warranty to be canceled upon us being refunded. I would also like reimbursement in the amount of $14.35 for the postage cost for me to mail them the certified packet they refused to respond to as it appears to have been a complete waste of money.I want all correspondence in writing. While it isn't their fault, every time I have to deal with warranty companies on the phone they never follow through and only nod and yes to get the customer off the phone. As a result, I do not trust them to do any better. The fact they have not responded to three emails or a certified letter is further proof that I cannot trust them in a phone call.I look forward to a prompt resolution, as this process has gone on for far too long and taken far too much of my time. Proper resolution is this: A check for $2422.35 ($2,408.00 for the warranty, and $14.35 for the postage) mailed to us post haste.Thank you for your time.

  

  Business Response

  Date: 09/17/2024

  Please see the attached response. 

  Customer Answer

  Date: 09/17/2024

   
  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. 

  I would like to clarify that the warranty was purchased on 1/5/23 at the time the vehicle was purchased.  ****** Chapel did not give me the full contract (only the first page) which I was not aware of at the time until we had the issue with the fuel injectors.  I did not have any information on the procedure and would have assumed that the warranty company would have sent me some sort of welcome packet (either via mail or email) and information outlining the procedure.  I have noted the requirement but would appreciate it if the warranty company would send me a copy of the full 7 page contract.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/23/2024

  Please see the attached. 

  Customer Answer

  Date: 09/23/2024

   
  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.  Thank you everyone for your bell!
  

  I inadvertently hit reject the first time maybe?  The links for accept and reject were close together. I apologize for the confusion on my part. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/17/2024

  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 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

  Date: 09/03/2024

  Please see the attached response. 

• Initial Complaint

  Date:08/16/2024

  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.

  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

  Date: 08/29/2024

  Please see the attached response. 

• Initial Complaint

  Date:08/16/2024

  Type:Product 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 an extended warranty owned by Safe-Guard and traded the car in, so contacted them to cancel and receive a prorated refund. One of the selling points was that I could cancel at any time the coverage was active and would promptly receive a prorated refund.I filled out the required form on 7/3 and got a reply that my coverage would be cancelled and I would receive the refund in 4-6 weeks. It has now been 7 weeks and I have been told that the cancellation department is behind and they do not know when it will be cancelled.I asked to be escalated to a supervisor and have being placed on hold several times was told that I had to call back later as the supervisor was at lunch.This feels like UDAAP to me and all I want is my owed refund

  

  Business Response

  Date: 08/30/2024

  Please see the attached response. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22154478
  
  I am rejecting this response because:

  The response indicates that the refund has been sent to the dealer, however the dealer, "VROOM," has ceased car sales and shut down that portion of their business.

   

  In addition, through multiple conversations directly with Safe Guard I was told over and over that the refund would be sent directly to me.  

   

  I respectfully request that Safe Guard stop payment on the refund to the defunct company and issue a check directly to me.

   

  I also suggest the BBB look into Safe Guards' cancellation and refund policies.

   

  Regards,

   

  *****

   

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

  

  Business Response

  Date: 09/06/2024

  Please see the attached response. 

• Initial Complaint

  Date:08/15/2024

  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 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

  Date: 08/27/2024

  Please see the attached response. 

  Customer Answer

  Date: 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

  Date:08/13/2024

  Type:Delivery 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.

  Filed a claim. Reimbursement check supposedly mailed on 7/17/24 with no tracking information provided. Expected delivery of 7-10 business days after mailed. It is now 8/12/24 and the business is refusing to place a stop payment and reissue another check until 30 days pass even though this is not apart of the contract.

  

  Business Response

  Date: 08/26/2024

  Please see attached response. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22133119
  
  I am rejecting this response because: You said the new check was sent on the 21st. I have received proof of tracking information today from *******. It stated that the label was created today 8/26/24 and hasn't been picked up.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/27/2024

  The response states that the check was printed on 8/21. The check was mailed on 8/26 and, according to the tracking information, will be delivered on 8/28. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22133119
  
  I am rejecting this response because:
  The check (Check # *******) sent has a stop payment on it and cannot be cashed. It also has my husbands name on it (***** ***********) and was supposed to made out in my name.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/16/2024

  According to our records, the check is outstanding and should be good to cash. We will cancel this check because of the request for a reissue. 

  We are working to update the claim to include this customer's name. After that, a new check can be issued. We are looking to have this process completed by the end of the week. 

• Initial Complaint

  Date:08/06/2024

  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.

  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

  Date: 08/21/2024

  Please see attached response. 

  Customer Answer

  Date: 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

  Date: 08/28/2024

  Please see the attached.

  Customer Answer

  Date: 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

  Date:08/05/2024

  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 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

  Date: 08/19/2024

  Please see attached response. 

  Customer Answer

  Date: 09/17/2024

  See attached

  

  Business Response

  Date: 09/25/2024

  Please see the attached.