ComplaintsforProguard Warranty

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 17 May 2023 my 2015 ******** ************** broke down, still under warranty (PG3). The oil cooler broke which gummed up the thermostat causing the engine to overheat. With increased pressure from overheating, the Radiator then began leaking. ProGuard is now refusing to pay for the Oil Cooler, and only pay for the Radiator and Thermostat. On top of this, while the ******** Dealership charges $250/hour for labor, ProGuard will only cover $100/hour labor leaving me at cost for the rest. You can even see their warranty levels and coverage on their website (included below) and nowhere on there do I see any statement about a labor cost cap. What is listed on their website is the same as what is on the contract that I signed when I bought the vehicle. This is the second time I have dealt with a warranty claim for this vehicle and I can wholeheartedly say that I wish I had gone with another company. Nothing but headaches and half truths. Warranty Coverages: ********************************************

  

  Business response

  06/13/2023

  To whom it may concern,

  We contacted this customer directly and believe we have resolved any concerns he had at the time of complaint.

  Regards,

  ProGuard Warranty Inc.
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car dealership knew my vehicle I bought in late October 2022, was already making a noise from the engine, offered me a 6 month warranty . I am still under warranty and now the vehicle needs a new motor. The shop where my vehicle is located filed a claim, pro guard warranty isnt even wanting to pay half , they are offering $1200 and the bill is over $5200.00 . The agent stated their libable is on page 3 well, I didnt get page 3 from the dealer I only got the one I attached to this complain. This is unacceptable and I need help immediately.

  

  Business response

  02/24/2023

  February 23, 2023

  To Whom It May Concern: 
  Please accept the following as ProGuard Warranty’s response to the above-referenced complaint.  
  Our records indicate *** **** purchased a 2015 ********* ***** from ******** **** ***** on or about  10/8/2022. At the time of vehicle purchase, the dealer provided *** **** with a 6 month/7,500 mile  PG1 service contract. The service contract was free of cost to *** ****.  
  Section 2. LIMITS OF LIABILITY Section B. reads: “PG1 (LIMITED POWERTRAIN) ONLY. The total of all  benefits paid or payable shall not exceed the **** ***** Official Used Car Guide clean retail value at the  time of repair. In addition, the total of all benefits paid or payable are limited to the following: three (3)  and six (6) month Terms – one thousand two hundred fifty ($1,250) dollars ~ twelve (12) month Term – one thousand seven hundred fifty ($1,750) dollars ~ twenty-four (24) month Term – three thousand  ($3,000) dollars.” 
  *** ****’s claim was processed and payment in the amount of $1,250 was approved. No deductible  applied to this benefit. 
  We have contacted the selling dealer to inquire about *** ****’s claim that she only received one page  of her contract. Although we are still awaiting a response, we would like *** **** to know that we take  this claim very seriously and will take further action to ensure our selling dealers are issuing proper  documentation at time of purchase. 
  While we regret that *** **** is not satisfied with her ProGuard experience, we remain confident that  her claim was handled fairly in accordance with the terms of her service contract. Furthermore, we  believe the service contract provided a valuable benefit at the time of her vehicle repair. We suggest
  
  *** **** contact the selling dealer to discuss the vehicle’s repair, since she indicated the dealer was  aware of a mechanical issue at the time of sale. 
  We hope our response has satisfied your concerns. If you have any additional questions, please feel free  to contact us. 
  

  Sincerely, 
  ProGuard Warranty Inc.
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case #*********** FEB 1, I took my truck into the shop for covered repairs. I was told that the manifold bolt had broken off. Problem starts when the representative [*******} from my warranty company told me that I would have to purchase a new warranty. because mine expires on FEB 2.I was told that this was a covered item, and to leave my truck at the repair shop, for warranty purposes, because they did not want to cover the items until I pushed my warranty. FEB 2, Spoke with *******, who assured me that inspector would get to my truck soon. FEB 3, I had to get a rental vehicle, the day FOLLOWING my drop off at the repair facility; ******* again assured me that they would cover this. FEB 6, I was called by ******* and told that the adjuster had an accident, and he could not make it to evaluate the truck repairs. FEB 8, I contacted ******* and inquired about my vehicle; he said that they authorized the repair which is the original diagnosis. When I questioned how to get my rental refund, ******* said that they would only cover $200. Although I exclaimed that the person that they chose to look had the vehicle got into an accident, I had nothing to do with their delay and should not be held responsible.

  

  Business response

  02/14/2023

  February 14, 2023 
  

  To Whom It May Concern: 
  

  Please accept the following as ProGuard Warranty’s response to the above-referenced complaint.  
  

  Our records indicate *** ******* initiated a claim on or about 2/1/23. Our representative informed *** ******* that an inspection would be ordered to verify cause of failure. The inspection was delayed due  to circumstances beyond our control. However, the claim was approved after inspection was complete.  According to the terms of the service contract, Section 11. RENTAL CAR REIMBURSEMENT, “In the event  that a covered component breakdown requires labor in excess of eight (8) hours, Administrator will provide rental car reimbursement of fifty ($50) dollars per day for a total of no more than four (4) days  from a licensed provider. Delays caused by unavailability of parts, shipping, Licensed Repair Facility  schedules, or other factors do not qualify for rental reimbursement.” Although *** *******’s claim was  not eligible for rental car reimbursement (the covered repair required less than 8 hours of labor), our  claims department authorized the maximum payout for rental service due to the inconvenience *** ******* had experienced as a result of the inspection delay. 
  

  We reviewed all audio of phone calls related to this claim and can confirm the following. A ProGuard  representative did not inform *** ******* that he would be required to purchase a new service contract. In fact, when *** ******* expressed concern that his contract would be expiring the next day,  our representative informed *** ******* that any covered component experiencing a failure prior to  expiration of the contract would still be covered, even if repair took place after expiration. 

  We regret that *** ******* is not fully satisfied. However, we remain confident that his claim was  processed fairly. We believe our claims department went above and beyond to achieve customer  satisfaction.  
  

  If you have any additional questions or concerns, please do not hesitate to contact us. 
  

  Sincerely, 
  

  Steve F

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going back and fourth for a week now with this warranty company. My car broke down 10/28/2022. I called progaurd 10/31/2022 to go over coverage and in network dealers that accept their contract amount. I was given vague information and was told to go online or to call the dealership and see if progaurd warranty was excepted which I did. #1 ******* in south hills Pa advised me that they accept the warranty. So I called Progaurd back in spoke to roadside assistance. They told me that they towed the car if they find an Network Tow company for them if not they wanted me to pay they was always asking for payment for stuff and I told them to get somebody that they will pay so they got somebody thats are covered under them. The car was dropped off at #1 ******* ********** they did a diagnostic test they found out that the campshaft was completely disintegrated. Progaurd said that the campshaft wasn’t covered. #1 ******* also discovered that the timing chain needed replaced which showing that it is a covered benefit underneath the progaurd warranty 3 now all of a sudden they’re asking me to pay an additional $50 out-of-pocket an hour for labor. This is completely absurd not only did I speak to a supervisor so called and they hung up now I’m just keep on going in a circle and losing out on my workday working longer days because I have to call the warranty company and the dealership all day. I still don’t have a rental or nothing like I’m just paying to get rides back-and-forth to work so I’m out and more money than I was to begin with anyway so why would I pay $50 more an hour and my deductible should only be $100. I wouldn’t recommend this company to my worst enemy this is a complete circus and they need more employees because the never answer you gotta call 5 times. If need be I can print out my call records as well.

  

  Business response

  11/23/2022

  November 23, 2022 
  To Whom It May Concern: 

  Please accept the following as ProGuard Warranty's response to the above-referenced complaint. 
  

  A ProGuard representative reached out directly to the customer, and we believe all concerns are satisfied. 
  

  Attached, please find a call log which shows all calls made between ProGuard and *** *********** and/or his significant other, identified as *******, in our call logs. We believe the record shows ProGuard has been diligent in communicating with the customer(s). 
  

  If you have any other questions or concerns, please feel free to contact me directly. 
  

  Sincerely 
  Meghan L*********

  Compliance Manager

  Customer response

  11/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the are lying as you can see I had to call them repeatedly and they also lied about coverage. I spoke to a couple people don't get me wrong but they don't covered what they promised and they are frauds. The company wanted me to move my car to someone cheaper. 
  
  Regards,
  
  ***** ***********
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pro guard 2 warranty. Which covers seals and gaskets but doesn't not cover a seal on a oil which they said yes it does and now it doesn't. Also covers lubricant parts. Truck had a oil leak I took it in to have it fixed. And they turned down warranty payment. Said and I quote if I would have let motor blow up they would have replaced motor. But since I fixed oil pan and saved them money the oil pan gasket wasnt covered.

  

  Business response

  07/12/2022

  A ProGuard representative contacted ****************** directly, and we believe his concerns have been satisfied.  Please feel free to contact us if you have any further questions.

  Customer response

  07/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased extended warranty on a car. Now sold the car. Asking for a refund for the remaining balance. Called several times and left voicemails for Crystal to get a refund and she won't return my phone calls. Believe they are doing this so they don't have to give me my money back

  

  Business response

  06/07/2022

  June 7, 2022 
  To Whom It May Concern: 
  ProGuard Warranty submits the following in response to the above-referenced complaint. 
  We have reviewed phone records and can confirm the following phone calls between *** ***** and  ProGuard Warranty: 
  1. *** ***** called PGW- 6/1/22, 5:53 pm (no voicemail left) 
  2. *** ***** called PGW - 6/1/22, 5:54 pm (voicemail left for Crystel) 
  3. ProGuard called *** ***** - 6/2 12:32 pm (voicemail left for *** *****) 
  4. *** ***** called PGW – 6/2/22 1:26 pm (voicemail left for Crystel) 
  5. *** ***** called PGW – 6/2/22 1:34 pm (voicemail left for Crystel) 
  6. ProGuard called *** ***** – 6/6/22 9:13 am (voicemail left for *** *****) 
  We have no record of *** ***** returning our last phone call. However, his cancellation will be  
  processed upon receipt of the cancellation form the selling dealer. Cancellations are processed pro rata,  based on time elapsed or mileage used, whichever is greater. We can further explain the process when we speak to *** *****. Alternatively, he may call the selling dealer to process the cancellation. 
  We trust this satisfies your concerns. 
  Sincerely, 
  Meghan L********* 
  Compliance Manager
  
  

  Customer response

  06/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The dealership isn't cooperating with my efforts.  They aren't in the business of taking care of already sold cars and purchased warranties.   That's why I called the provider of the warranty directly for a refund.
  
  Regards,
  
  *************************

  

  Business response

  07/01/2022

  ************'s contract was cancelled and refund was mailed.  We encourage him to allow mailing time and contact the dealership next week to check on status of refund. We believe everyone's concerns should be satisfied.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty company secured a transmission for my vehicle back on 8/31 - insisted on providing the part themselves claiming it would be okay. Well the part failed with less than 5,000miles on it and they told me their only responsibility is until the end of the warranty. They gave me a faulty part that failed in 4 months with less than 5,000 miles on it and told me they were not going to repair or replace it.

  

  Business response

  02/07/2022

  Our records indicate ****************** purchased a 2013 ****** *****, along with a ProGuard Warranty vehicle service contract, on 6/25/21.  ****************** selected a PG2 Plan Choice with a 6 month/7,500 mile term, and the cost of this contract was $275.  The contract indicates **.******** vehicle had 126,645 miles at the time of purchase. 
  
  On 8/19/21, ****************** initiated a claim for vehicle repair.  The claim, which was approved, included repair of the vehicles transmission.  The total cost of this claim, covered by ProGuard, was $3,118.91.  ****************** was responsible for a $100 deductible. According to the terms of the service contract, Section 3. ADMINISTRATORS OBLIGATIONS AND RIGHTS, B. PARTS, Replacement of covered components may be new, used, remanufactured, refurbished, of like kind, or serviceable used components as deemed fit by the Administrator, which is standard in the automotive industry. The mileage on **. *******'s vehicle at the time of repair was approximately 130,769; the used, replacement transmission secured by ProGuard had approximately 74,000 miles.   ****************** was informed prior to the repair that ProGuard had secured a pre-owned transmission, and she was also informed that the warranty on the replaced transmission would expire at the same time as her service contract term. 
  
  While we regret that ****************** is not satisfied with the outcome, we are confident that her claim was processed fairly and transparently.

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