Complaints

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

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  OwnerGUARD

  2200 Highway 121 Ste 100 Bedford, TX 76021-5983

• 

  OwnerGUARD

  PO Box 1049 Bedford, TX 76095-1049

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:10/30/2024

  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.

  I purchased a vehicle from ****************** with ************* from OwnerGuard in *********** ** in August of 2024. Unfortunately my vehicle was in an accident and totaled in September. I this have filed a claim with OwnerGuard to cover the amount that was left after the insurance claim with progressive was finished. I provided OwnerGuard with the paperwork required multiple times. I have additionally attempted email and phone calls with them. The company is refusing to acknowledge the STATE issued bill of sale document even though they are fully aware that this is the document from the motor vehicle department and it is the bill of sale. OwnerGuard is attempting to deny my claim stating the Bill of Sale is not the Bill of sale. I spoke with OwnerGuard. The dealership spoke with OwnerGuard and they continue to deny the Bill of sale as the document Bill of sale for the vehicle. I stated this is fraudulent practice if they sale their insurance to the buyers knowingly they would not accept a NM Bill of sale. The business has breached their end of the contact and needs to fulfill their contract liability.

  Business Response

  Date: 11/04/2024

  Dear Ms. ********************************************************************************************************** This is in response to your Better Business Bureau complaint regarding a *** claim.We thank you for your patience while this matter was under review.
  
                  On November 1, 2024, we spoke with you on the phone and advised that after reviewing the *** claim file with upper management it was decided to proceed with the claim. We have finalized the *** claim, the check will be mailed to the lien holder.
  
  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:04/29/2024

  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 bought a Tire and Wheel warranty, they keep you on hold for hours and never give a clear answer, when you do talk to someone, they need to connect you to another ***** and the phone will ring forever before someone answer. I think they want you to give up

  Business Response

  Date: 05/02/2024

  Dear **************:
  
                  We apologize for any frustration or delay that you may have experienced. On April 30, 2024, we spoke on the phone, you advised that you are needing to file a tire claim.  You advised that you have an appointment with ******* to replace your tires this upcoming Friday.  We advised you to have the repair facility call in claim.  We have also reached out to ******* asking to give us a call when your vehicle arrives.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:01/05/2024

  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.

  On May 12, 2023 I purchased GAP insurance from AmeriPlus (program administrator -OwnerGUARD). This purchase was made directly through the vehicle lien holder which is also my personal banking institution Members ****************** of NH.A GAP claim was filed on 10/26/2023. GAP claim # CLAC1003019. This company was supposed to pay the bank a total of $3100.32 Members First has not received the payment that was supposedly mailed on 11/15/2023. Check# of record is **********. Bank represenative ***************************** and myself have been calling OwnerGUARD on regular basis to follow through on this payment. My autoloan is now past due because of their delayed payment and this has negatively affected my credit. We made 2 calls to OwnerGUARD yesterday and waited for over 1 hour each time. Finally reached a staff member and the represenative was not helpful. The bank requested that the payment be overnighted to their physical mailing address at *****************************************************. This request was denied! I can not continue to let this settlement check linger in the "processing phase".

  Business Response

  Date: 01/10/2024

  
  Dear ****************,
  
                  On January 9, ****, we spoke to you on the phone. We advised that we have requested a stop payment of the *** claim check with our bank.  After the stop payment has been confirmed we will issue a new *** claim check and ***** to the lien holder at the updated mailing address.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************