Complaints

This profile includes complaints for CarGuard Administration Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CarGuard Administration Inc.

  4901 W 136th St Leawood, KS 66224-5926

  
• 

  Car Guard Administration

  1776 N. Scottsdale Road Scottsdale, AZ 85016-3601

• 

  Car Guard Administration

  1776 N. Scottsdale Road Scottsdale, AZ 85016-3601

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:02/24/2025

  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.

  I PURCHASED AN AUTO WARRANTY ON 05/16/2023 WITH CAR GUARD. I NEVER USED THIS WARRANTY UNTIL 02/19/2025, WHEN I TOOK MY 2017 CHEVY EQUINOX TO REEDMAN-TOLL CHEVROLET OF SPRINGFIELD IN SPRINGFIELD, PA., 19064. I TOOK MY CAR FOR AN OIL CHANGE ON 2/12/25 AT GIRLS AUTO CLINIC REPAIR CENTER IN UPPER DARBY, PA., 19062, AFTER CHECKING THE CAR THEY DIAGNOSE THAT THE VEHICLE NEEDED: REPLACE TIMING COVER GASKET & FRONT LCA BUSHINGS ARE BROKEN RECOMMEND REPLACING SUSPENSION CONTROL ARM BOTH FRONT AND LOWER. AFTER THIS REPORT I CALLED REEDEMAN-TOLL CHEVY DEALER TO SCHEDULE SERVICE. MY APPOINTMENT WAS 2/19/25 AT 9AM. WHEN I ARRIVED, THEY TOLD ME THEY NEEDED THE CAR FOR THE WHOLE DAY & THEY WOULD CALL ME. THEY CALLED ME AND THEIR DIAGNOSES WAS: TIMING COVER GASKET, FRONT LCA BUSHINGS ARE BROKEN REPLACE SUSPENSION CONTROL ARM- BOTH FRONT AND LOWER, DRIVER SIDE FRONT CALIPER WAS LEAKING BRAKE FLUID. THEY SENT IN ALL INFORMATION TO CAR GUARD ON 2/19/25. I RECIEVED A CALL ON 02/20/25 FROM CAR GUARD REQUESTING A VERBAL STATEMENT & 2 YEARS OF SERVICE REORDS FOR MY VEHICLE. I GATHERED ALL THE RECORDS I HAD FOR THE LAST 2 YRS, THE ONLY RECORD I COULD NOT RETRIEVE WAS FOR AN OIL CHANGE IN 10/24, AT UPPER DARBY WASH & LUBE. I WENT TO THE FACILITY SPOKE WITH THE MANAGER MIGUEL HE STATED THAT THEY DO NOT KEEP THESE RECORDS AND THE REPORT WAS ON CAR FAX. I EXPLAINED THAT THE WARRANTY COMPANY WANTED A DETAIL REPORT AND THEY STATED THAT THE CAR FAX REPORT WAS NOT ACCEPTABLE. HE TOLD ME HE WAS SORRY AND IT WAS NOTHING HE COULD DO ABOUT IT. I EXPLAINED THIS TO CARGUARD MANAGER/SUPERVISOR STEPHANIE BUT SHE ONLY REPEATED THE SAME STATEMENT OVER & OVER THE CLAIM CAN NOT BE APPROVE IF ALL DOCUMENTS ARE NOT RECIEVED. SHE DID NOT CARE IF THE PEOPLE REFUSED TO GIVE ME THE DOCUMENTS, SHE CLAIMED IT WAS THE LAW & THEY ARE SUPPOSED TO GIVE IT TO YOU IF YOU REQUEST IT. I EXPLAINED THAT I UNDERSTOOD BUT I CAN NOT MAKE THESE PEOPLE GIVE ME A COPY IF THEY REFUSE. MY CAR IS STILL AT THE REPAIR FACILITY.

  

  Business Response

  Date: 02/26/2025

  To Whom It May Concern: (BBB). **** ****** purchased a Vehicle Service Contract from Jr Industry LLC, administered by CarGuard Administration INC. Shop called to start a claim on February 19th, 2025, shop stated the vehicle's timing cover was leaking, control arms and bushings were worn out, and the calipers were leaking. Customer service reached out to the consumer to find out what the consumer was experiencing prior to taking he vehicle to the shop, and to get service records to verify the vehicle was properly maintained per the contractual agreement SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES
  Contract Holder’s Maintenance Requirements: You must have Your Vehicle
  checked and serviced in accordance with the manufacturer’s recommendations, as
  outlined in the Owner’s Manual. Your Vehicle’s Owner Manual lists different servicing
  recommendations based on Your individual driving habits and climate conditions. You
  are required to follow the maintenance schedule that applies to Your driving habits and
  climate conditions. Failure to follow these recommendations may result in the denial of
  claims.
  Oil Changes and Verifiable Receipts: In the event of a Breakdown, we may request
  oil change and/or service records to verify that maintenance has been properly done. If
  You perform your own maintenance and/or service, you must retain all receipts that
  show the purchase of materials used in the Vehicle maintenance process.

  Service records and Carfax were reviewed, in the review it was noted REVIEWED: Missing Pages 2,5& 6 of 6 pages for SR dated 2/12/2025 at 86018 miles from Girl Auto Clinic - We only have pages 1,3&4
  
  Missing 10/17/2024 at 83,454 miles from Upper Darby Wash&Lube .

  Customer Service reached out to the consumer informing of the missing records and informing the customer without the records CarGuard Administration could not move any further with the claim.

  The claim was cancelled pending requested service records that are require per the contractual agreement between Jr Industry and the consumer.

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 02/26/2025

  I ORIGINALLY EMAILED MY SERVICE RECORDS TO CARGUARD ON 2/20/25, THEY CALLED ME ON 2/21/25 STATING THAT THEY WERE 3 PAGES MISSING FROM GIRLS AUTO CLINIC WHICH WAS EMAILED 2/24/25, ONLY DOCUMENT MISSING WAS UPPER DARBY WASH & LUBE (OIL LUBE) WHICH IS A CAR FAX  DOCUMENT. TODAY 2/26/25 I RECEIVED A CALL FROM CAR GUARD THE GUY STATED THAT I WAS ONLY MISSING 1 DOCUMENT FROM UPPER DARBY WASH & LUBE. I EXPLAIN HOW THEY WOULDN'T GIVE ME A COPY THE CAR GUARD PERSON SAID I COULD GET A WRITTEN LETTER FROM THE MANAGER STATING THAT HE WOULD NOT GIVE ME A COPY OF THE REPORT BUT IT HAD TO BE NOTRIZED. AT THIS POINT THIS IS RIDICULOUS BECAUSE THE MANAGER OF UPPER DARBY WASH & LUBE STATED HE IS NOT LEAVING HIS JOB TO GO WITH ME TO GET A DOCUMENT NOTRIZED. I AM A 62YR OLD DISABLED WOMAN & I HAVE NEVER DEALT WITH A COMPANY THAT DOES NOT CARE ABOUT CONSUMERS THE WAY CAR GUARD DOES! I HAVE ATTACHED DOCUMENTS SENT ON 2/20/25 & 2/24/25. CAR GUARD LIED ABOUT THE DOCUMENTS THEY HAD EVERYTHING BY 2/24/25 & STILL WOULD BULGE ON THAT DOCUMENT FROM UPPER DARBY WASH & LUBE WHICH IS CLEARLY ON THE CAR FAX REPORT!

  

  Business Response

  Date: 03/11/2025

  To Whom It May Concern: (BBB). **** ****** purchased a Vehicle Service Contract from Jr Industry LLC, administered by CarGuard Administration INC. Shop called to start a claim on February 19th, 2025, shop stated the vehicle's timing cover was leaking, control arms and bushings were worn out, and the calipers were leaking. Customer service reached out to the consumer to find out what the consumer was experiencing prior to taking he vehicle to the shop, and to get service records to verify the vehicle was properly maintained per the contractual agreement SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES
  Contract Holder’s Maintenance Requirements: You must have Your Vehicle
  checked and serviced in accordance with the manufacturer’s recommendations, as
  outlined in the Owner’s Manual. Your Vehicle’s Owner Manual lists different servicing
  recommendations based on Your individual driving habits and climate conditions. You
  are required to follow the maintenance schedule that applies to Your driving habits and
  climate conditions. Failure to follow these recommendations may result in the denial of
  claims.
  Oil Changes and Verifiable Receipts: In the event of a Breakdown, we may request
  oil change and/or service records to verify that maintenance has been properly done. If
  You perform your own maintenance and/or service, you must retain all receipts that
  show the purchase of materials used in the Vehicle maintenance process.
  Service records and Carfax were reviewed, in the review it was noted REVIEWED: Missing Pages 2,5& 6 of 6 pages for SR dated 2/12/2025 at 86018 miles from Girl Auto Clinic - We only have pages 1,3&4
  
  Missing 10/17/2024 at 83,454 miles from Upper Darby Wash&Lube .
  Customer Service reached out to the consumer informing of the missing records and informing the customer without the records CarGuard Administration could not move any further with the claim.
  The claim was cancelled pending requested service records that are require per the contractual agreement between Jr Industry and the consumer.
  Signed,
  CarGuard Administration, INC
  

  

  Business Response

  Date: 03/20/2025

  To Whom It May Concern: (BBB) the claim will remain cancelled until the service records are in order for the gaps in service. if the consumer is looking for a refund, they need to contact the selling agent CarGuard Administration only handles claims we do not sell the Vehicle Service Contract or issue refunds. Consumer was sold by JR Industries.

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 03/25/2025

  I JUST SPOKE CARGUARD AGAIN THE CUSTOMER PERSON CONFIRMED THAT ALL DOCUMENTS WAS RECEIVED THAT REJECTED/CANCELED THE CLAIM BECAUSE I PAID FOR MY CAR!!!! I MY CAR WENT TO SERVICE DEPARTMENT ON 2/19/25, I GOT IT REPAIRED ON 2/28/25, CAR WAS FINALLY READY TO MAKE A DECISION ON 3/29/25 A WHOLE ENTIRE MONTH LATER!!!! ARE THEY CRAZY!!!! I AM A DISABLE PERSON WHO WAS SUPPOSED TO BE WITHOUT TRANSPORTATION FOR A MONTH, ALSO GAIN A MONTH WORTH OF SERVICE FEES!!!! WHAT KIND OF SCAM ARTIST OPERATION IS CARGUARD!!!!! NO ONE SHOULD PATRONIZE THIS FLIM FLAM ORGANIZATION!!!!! I WILL CONTINUE TO SUBMIT COMPLAIN WITH EVERY ORGANIZATION WHO WILL LISTEN!!!!

• Initial Complaint

  Date:02/17/2025

  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 a platinum warranty coverage through this company that is to cover my transmission. I took ,y vehicle to *** * tire on ******** and *** ***** in Mesa, az. they are an ASE certified company as required by my plan. They are only willing to pay $3796 towards the transmission and labor even though they were told by *** * that a new transmission from Ford is $9000. I am only to have a $100 deductible. I have been fighting with this company for over a month now to get my car fixed. First they refused to pay anything because hey sent out an adjuster that refused to drive or look at the car per *** *. When I called and complained to the warranty company I asked to speak to a supervisor I was denied that and told one would call me back, no one has called me. They offered to send a used un warrantied transmission to *** *, which is unacceptable as I have paid all my dues to this company and my coverage is active and in good standing

  

  Business Response

  Date: 02/25/2025

  To Whom It May Concern: (BBB) *** **** purchased a Vehicle Service Contract from Motor Vehicle Service, administered by CarGuard Administration, INC. Ther claim was called in for no power when accelerating. CarGuard Administration sent out a third-party inspector to verify the failures, at the time of the inspection the shop refused to show failure to the transmission leading the claim to be denied.

  CarGuard spoke with the customer informing of the denial but would be willing to work with the shop if the failure could be shown. Once the failure was shown the claim was approved per the contractual agreement between the selling agent and consumer.

  Used Engine was order from a third-party vendor to complete the repairs, the engine comes with the warranty for parts and labor. This is per the contract agreement.

  SECTION II. TERMS AND CONDITIONS 

  Authorized Repair Facility is located in (area shall be defined as a fifty-mile [50] radius),
  which shall be multiplied by the amount of reasonable time in hours or sections of hours
  it may take to repair the part and/or vehicle (reasonable time shall be determined by
  data in the national labor time guide); and any reasonable tear-down or diagnostic
  expenses to investigate the cause of failure in the event the repair is a Covered Repair
  (reasonable tear-down or diagnostic expenses shall be determined by the market rates
  within the area within a fifty-mile [50] radius). Replacement of Covered Parts that have
  experienced a Breakdown may be made with original equipment manufacturer parts,
  non-original equipment manufacturer parts, re-manufactured parts, or used parts at the
  Administrator’s discretion.

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:08/22/2024

  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.

  08/20-2024 I took my 2019 Jeep Cherokee (single owner) to a dealership for repair, diagnosed as needing a rear differential and bearings. They submitted the request to Car Guard Administration for extended warranty reimbursement. Car Guard requested last 2 years of maintenance done to the vehicle, after calling around to every place I could think the Jeep had repairs done (including oil changes), I was able to submit all the documentation. They reviewed not for the history over time of the maintenance, but for any 1 instance that did not fall within recommended maintenance schedule to be able to deny the coverage. Instead of looking at the completed history of the maintenance, one single time. When the dealership received the call of the denial, they questioned the validity of the information and that the oil change maintenance extended 1 time would NOT affect the need for repair of the rear differential. This did not affect the decision of the auditor.

  

  Business Response

  Date: 08/23/2024

  To whom it concerns (BBB),
  *** ******** purchased a vehicle service contract from JR industries LLC on 04/19/2021. The repair facility called in a claim for the rear differential.
  As of 8/20/2024 we opened the claim and requested a customer statement and service records, after receiving the customer statement and reviewing the service records sent in from the customer, it was found the customer was not in compliance the recommended service interval for oil changes between the dates of 8/02/2023 – 01/06/2023, the customer was over the service interval by 10,274 miles.

  
  The customer has violated section 3 of the contract: Contract holders Responsibilities as it reads:
  SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES Contract Holder’s Maintenance Requirements: You must have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the Owner’s Manual. Your Vehicle’s Owner Manual lists different servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the maintenance schedule that applies to Your driving habits and climate conditions. Failure to follow these recommendations may result in the denial of claims. Oil Changes and Verifiable Receipts: In the event of a Breakdown, We may request oil change and/or service records to verify that maintenance has been properly done. If You perform your own maintenance and/or service, You must retain all receipts that show the purchase of materials used in the Vehicle maintenance process.

  
  Signed,
  CarGuard Administration, INC

• Initial Complaint

  Date:07/11/2024

  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.

  We purchased a National Automotive Services extended warranty platinum service contract on our Nissan NV 200, for 60 months with a contract expiration date of 5/20/26. We have necessary repairs to the body of this vehicle, but when you call the claims company, no one answers and you hear "This call cannot be completed as dialed". We went ahead on 6/13/24, spending 4,194.13 on these repairs. If we cannot be reimbursed, we want to cancel our contract, and reimbursed the pro-rated amount. The contract allows this, but again, when you try to contact the listed numbers, no one responds. Clearly we are not getting the service we signed up for.

  Customer Answer

  Date: 07/12/2024

  I assume that CarGuard will not reimburse for repairs after the work has already been done. For this reasons, I am cancelling my contract

  

  Business Response

  Date: 07/15/2024

  To Whom It May Concern: (BBB)

  CarGuard Administration has spoken to the consumer with regards to the compliant. The correct phone number has been provided for the claims department, CarGuard Administration is actively working with the customer to resolve the claims issue.

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:04/05/2024

  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 their premium deluxe package for extended warranty on my 2017 GMC. We were on a trip and driving home and the vehicle was having issue shifting. I tried to reach the warranty company and did not have a number or the warranty information with me to reach out to the company. When I got home I immediately contacted the company and they asked if the vehicle was drivable, which I informed them that it was. They asked my targeted question like "when did you notice the issue" I replied with "when I was driving home from a trip". They then informed me that I needed to take the truck to a ASE certified mechanic, and so we did. The first mechanic decided that he did not want to deal with the warranty company and said we needed to take our vehicle somewhere else. So after searching for over a week, we found another mechanic 1 hour away and took our truck. They stated that the clutch in the torque converter is going out and rear bearings. The warranty company immediately denied the claim stating that we should have immediately stopped driving and taken it to a mechanic to be looked at. The mechanic even told the warranty that he doesn't agree with the warranty company and that it should be covered. I am asking to have the warranty either approve the claim or refund the warranty money that I paid to them for their services as they are now denying the warranty policy that was paid for. This is a scam, and I do not recommend anyone utilizing their services!!!

  

  Business Response

  Date: 04/09/2024

  To Whom It May Concern: (BBB) Customer purchased a Vehicle Service Contract from Auto Services, administered by CarGuard Administration. The customer vehicle started having issues while traveling, customer stated the issue started on a Sunday, the vehicle was whining and slipping. The customer stated on Monday the vehicle was driven home, and the condition of the vehicle got worse as the vehicle was driven.

  The claim was denied in accordance with the Vehicle Service Contract between the customer and the selling agent (Auto Services). The customer failed to protect the vehicle once the issues start, customer continued to drive the vehicle with known mechanical issue.

  The vehicle Service Contracts come with trip interruption, roadside assistance, the customer did not follow any of the terms and conditions of the Vehicle Service Contract resulting in the denial of the claim.

  SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES:

  Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED:

  Damage caused by continued operation of an impaired vehicle. 

   

   

• Initial Complaint

  Date:03/26/2024

  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.

  Failed to Honor Service contract, several excuses, all of there issues were satisfied with correction's from the Michigan Secretary of State documents. I was told 3 times everything was good to go a few days after I was informed of a different issue. They have been going back and forth with the same reasons for a Denial of Claim, It is 5 months of this without my truck.

  

  Business Response

  Date: 04/02/2024

  To Whom It May Concern: (BBB) The customer purchased a Vehicle Service Contract from ******** **** ****** ********* **** administered by CarGuard Administration. The claim was called in engine crank, no start. the vehicle was flood with fuel due to the catalytic converter being plugged (The catalytic converter is not listed for coverage in the Vehicle Service Contract). Since the catalytic converter caused the failure, the clam was denied for non-covered component.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED

   catalytic converter/filtering/sensors

  It was also noted during the claim process the mileage was off and need to be updated to process any future claim, customer service asked for documentation to update mileage.

   

  Signed,

  CarGuard Administration, INC

   

• Initial Complaint

  Date:02/20/2024

  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.

  On 2/2/2024 my vehicle had something leaking. I took it to a local repair shop and was advises it may be the water pump. I was advised that coolant was put in to the vehicle and it was operable and safe to drive. I called this warranty company to verify that it was a covered part and was advised that it was. I informed the agent I took immediate action and ensured that the vehicle could still be driven. I asked if it was ok to still drive due to needing to find an ASE certified repair shop per my contract. The agent stated that I could still drive the vehicle. She was also informed that no visible leaking was present at that time. There was no time limit or mileage mentioned. Section III I'm my contract states " Prevent further damage. Immediately take action to prevent further damage to your vehicle. The operator of your vehicle is responsible for observing vehicle warning lights, gouges, and sensory items that indicate a potential breakdown. Upon observation, must immediately arrange for the vehicle to be diagnosed". The leaking stopped, there were no lights on and gauges all were working properly. It did take time to get into an ASE shop. Once I did and repair facility called, they denied the claim saying the amount of time and mileage. After calling multiple times, I requested management review the call. They called me back today and said it is not approved for claim. I explained that their agent agreed I could drive my vehicle and at no time was I informed to not drive or given a time limit or mileage limit. I explained of the conversation that I had with their agent and thay contention was dismissed. The call manager just kept saying this was reviewed by multiple managers and they are sticking with the original denial. I asked for their legal team information and asked if they would also review the call and was told bo they would just go by what the manager stated. How do I know this was reviewed? She could not even verify specifics of the call reviewed.

  

  Business Response

  Date: 02/21/2024

  To Whom It May Concern: (BBB)

  On 2/15/2024 shop called in to start a claim for a leaking water pump. After reviewing the claim, it was noticed the consumer reached out to CarGuard Administration on 2/2/204 stating the water pump was leaking, the previous shop put coolant in the vehicle and advised the consumer they could not fix the leak. The consumer put an additional 710 miles on the vehicle before finding a shop. 

  The claim was denied for continued operation of an impaired vehicle. The consumer knowingly operated the vehicle with a mechanical issue. The consumer requested the initial phone call to be reviewed, after the review it was noted, the customer stated she continued to operate the vehicle with a mechanical issue.

   

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:12/21/2023

  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 recently took my car to the dealer for repairs and filed a claim. carguard refuses to pay for the repair that is under warranty. I requested a denial in writing and would not send me one.

  

  Business Response

  Date: 12/27/2023

  To Whom It May Concern BBB: The consumer purchased a Vehicle Service Contract from Warranty Protection Services on April 3rd, 2023, administered by CarGuard Administration, INC. Per the customer's statement the vehicle was shaking when driving over 75 mph. According to the customer the issue was first notice on August 11th, 2023. The customer continued to drive the vehicle before taking it in on August 25th, 2023. 

  The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract. SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES: Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED:

  Damage caused by continued operation of an impaired vehicle. 

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:12/04/2023

  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.

  Have extended warranty they say they fix transmission mine went out when shop looked at it axel seal linking warranty said since axel seal cause damage to transmission won't fix it. I've keep up with maintenance on my vehicle have all paperwork. All money we spend on these extended warranty they only tell us good thing bout warranty get are money. They only ever fixed one thing on my car whole 5 years had them. They need be held accountable they are scamer fraud people out money.

  

  Business Response

  Date: 12/05/2023

  To Whom It May Concern, (BBB)

  The customer purchased a Vehicle Service Contract from Auto Service Center on June 20, 2020. The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract.

  The contract was purchased at 96,769 miles, per the Service contract once the vehicle surpasses 125,000 seals and gaskets are listed for coverage. The vehicle currently has 133,760-mile, service center stated the failure was caused by the axle seal for the Transmission. The claim was denied for non-covered components causing failure.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED:

  Once Your Vehicle surpasses 125,000 total miles on Your Vehicle’s odometer,
  any parts not listed in this section for coverage are not covered by this Contract,
  with the exception of “Add On” parts as selected on the Application Page of this
  Contract and defined in “Section VII. Add On Coverage Options”.

  SEALS & GASKETS: Seals and gaskets are only covered when required in
  connection with the replacement or repair of a covered part.

  Signed,

  CarGuard Administration, INC

  

  Business Response

  Date: 12/06/2023

  To Whom It May Concern (BBB). The consumer has been provided the sellers information, as CarGuard Administration is not the seller of the Vehicle Service Contract, therefore we do not send out the Vehicle Service Contract to consumers. The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract between the selling agent and consumer. 

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 12/07/2023

  
  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:06/09/2023

  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 an extended warranty from Car Guard. Just finished with the payments in April 2023. My vehicle was experiencing problems and I took it to Green Dodge in Springfield IL. They diagnosed the problem and ordered the parts to repair. The parts were on back order so the chief mechanic instructed me that since the engine light was not blinking that it would be safe to drive and bring back when the parts had arrived. When the repairs were done, Car Guard declined to pay due to the fact that the car had been drive after being diagnosed. In all conversations with Car Guard they left me with the feeling that they were going to deny the claim based on any event. They were accusatory and extremely unprofessional. When I asked to speak to a supervisor, the supervisor was "unavailable". They clearly took my monthly payment then neglected to pay for the repairs. I gave Car Guard all of my service records to review. I had done all necessary service to uphold my end of the contract. The problem was diagnosed. Driving the vehicle after the diagnosis did not compound or change the underlying problem. Now that the car has been repaired, I am out nearly $2000.00.

  

  Business Response

  Date: 06/14/2023

  To Whom It May Concern (BBB) Mrs **** purchased a Vehicle Service Contract from Warranty Protection Services administrated. The claim was called in for failed cam rockers, and VVl solenoid. 

  Customer service reached out to the customer to get a statement as to what the vehicle was experience prior to taking it to the shop, customer stated the issue had been happening for several months and continued to operate the vehicle with a known issue.

  Once the vehicle was diagnosed by the repair facility the customer took the vehicle from the some and continued to add an additional 172 miles on the vehicle before taking it back to the shop.

  The claim was denied in accordance with the terms and condition of the Vehicle Service Contract between the seller (Warranty Protection Services), and the consumer. SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES:. Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED: Damage caused by continued operation of an impaired vehicle. 

  CarGuard Administration do not take payments from consumer as we are not the seller of the policy, CarGuard handles the claims process as it is written and agree to by the selling agent and consumer, if the consumer is seeking reimbursement the consumer will need to reach out to the selling agent that sold the service contract.

   

  Signed,

  CarGuard Administration, INC

   

  Customer Answer

  Date: 06/14/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:

  The issue with the jeep had NOT been happening for “months”.
  I had the oil changed and then (on the same day) drove approximately 50 miles, stopped to fill up the gas tank.  That is when I noticed the issue, felt like the vehicle was shivering.  The dealership was called and they told me that since the engine light was NOT on at that time it would be ok to drive (as I was on my way to the airport).  When I got to the airport, the car was parked for 6 days while I was out of state.  
  When I returned to the vehicle, it seemed to be running ok and I embarked on my journey home. 
  About mid trip, the engine light came on and I, again, phone they asked me if the engine light was blinking.  I told them, no it was a solid light.  They told me that since it wa not blinking, it would be safe to drive to their dealership.  I drove directly to the dealership.  They diagnosed the problem and told me that the parts were on back order x 2 weeks.  I was told to drive it home until the parts were available.  The car was driven home (approx. 17 miles) and remained parked until I was notified that the parts had arrived.  At this point, I drove the car back to the dealership (approx. 17 miles) and the repairs were made. 
  
  I did NOT say this problem had been going on for months.
  I did NOT drive the vehicle 172 miles after the diagnosis.
  I paid my full contract with Car Guard, ironically the last payment was the month prior to this occurring.

  
  ******** ******* ****

  

  Business Response

  Date: 06/22/2023

  The consumer is seeking a refund, the consumer will need to reach out to the company that sold the Vehicle Service Contract, this information has been provided to the consumer. 

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 06/26/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ****

  **Car Guard is not telling the truth about our conversation.  They are liars. They are criminals.  Now they are telling me to seek reimbursement from the company that sold me the contract which, as anyone knows, is solicited by phone calls.None of what they say is true.  They take your money and hide behind their extensive/exclusive contract that no one receives until after the contract is purchased. This is truly disheartening.