Complaints

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:04/15/2025

  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 got a 2020 ***** Silverado that I bought an extended warranty through CareGard on 10/18/2024. On 3/10/25, I took my truck to Mendlin Chevrolet in ********. The code pulled up for P0016 Crankshift position sensor. I gave the dealership my warranty info from CareGard. The lady ***** stated she would get right on it. After contacting my warranty, they requested my oil change paperwork which I have them. Then they tell the dealership to check to see why it was telling them to replace the timing chain. After there inspection, they tell the dealership that they would be sending out a inspector. When inspector came, he checked my oil and what ***** states, they states that it had a little metal in the oil to tear down the motor and check it out. *****, which is the service adviser, advised me of there decision. They take my whole cab off my truck as it is the best method. They get to the timing chain and it lifts up about 3 inches which shows the chain is wore and needs to be replaced. After emailing back and forth with CareGard, they send in quotes for 8800 timing chain or ***** for new engine. After they receive the quote, it goes to an underwriter for a couple of days. They have had my truck for 5 weeks. I call ***** and she states she is still waiting. I decide to call CareGard myself 4/10/25 and they advise that they were denying my claim to to Over/Under size tires. Keep in mind that this is the same tires and wheels that were on the truck when I bought it. They are 265 rim 18. Now, the truck came with 265 20 rim. Nothing on my contact states any rims. There is no lift kit or anything not made by *****. If they were going to deny my claim, why not have done it when the inspector went out. This is a way they are looking to not pay which leaves me with a bill of 8800. The 18 inch rim has no effect on a timing chain and again, states nothing in contact about a rim. Now I am out of a truck. Rip off company that has ruined my 850 beacon score.

  Business Response

  Date: 04/25/2025

  After further review, and at the approval of our Underwriter, this claim / compliant has been settled with the customer.

  Customer Answer

  Date: 04/25/2025

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:01/31/2025

  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.

  To start I bought my 2015 *** 428i Xdrive Coupe on 08/17/24 as a certified pre owned vehicle from ********************* and had a complete mechanical breakdown on 12/19/24. My car has all car fax and records that show up to date maintenance and was even a lease vehicle for *** at one point and on 09/26/24 I brought it into ************* to get a full service done anyway to start from scratch and everything passed inspection as well. Then on 11/22/24 I had a diagnostic done for a loose rattling noise coming from the middle to rear of the undercarriage and was told everything was operating as intended when I got it back after the weekend on 11/25/24. 2 weeks later that noise came back and I called immediately and stopped driving my car until my appointment to get it rechecked out. Then on 12/19/24 like I said the breakdown happened on the way to my appointment and I was quoted over $14,000 in damages stemming from the driveshaft disconnecting from the transfer case which are two covered parts in my contract. CareGard is denying my claim saying that their inspector that they sent out says that the part looks like it was installed incorrectly and has missing bolts (that everyone else agreed were most likely on the highway somewhere after the violent breakdown.) even though the driveshaft has never been worked on and I have put less than 4k miles on my car since purchase. The CareGard warranty is a 2 year ******* mile limited powertrain warranty that states is covered the driveshaft and transfer case and says nothing about not covering bolts and fasteners that are essential for those parts to stay together. They would not let me speak to a manager either and have no factual evidence to even say they know what happened when research and the *** mechanics state there is no way of them stating what they are as a fact. The only fact is that the damage is done to covered parts and is a mechanical breakdown. The part # at fault hold the driveshaft to the transfer case.

  Business Response

  Date: 03/06/2025

  We have made numerous attempts to work with Mr. **** on the repair of his vehicle.

  As of this response (3-6-25), we have not received any feedback from him.

• Initial Complaint

  Date:11/27/2024

  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 brought my 2017 GMC ****** 1500 in to ******** Chevrolet of Norwich for a engine noise. I was told by Scranton that my engine was going to need to be replaced and that they had contacted careGaurd warranty to have an adjuster come out and inspect my vehicle to see if they would repair. Then i receive a call today (11/27/2024) saying that careGaurd wont cover my claim because the adjuster saw that i have a VOL. *************** plate, and light bars in my window... on my PERSONAL vehicle... This is super outrageous, just because i am a first responder i am being penalized and now screwed out of a vehicle.

  Business Response

  Date: 12/04/2024

  After further review and inspection, we are moving forward with adjudicating the claim. 

  We will contact the contract holder and the service facility.

• Initial Complaint

  Date:09/11/2024

  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.

  Condition Adjustment deduction from my insurance company was for $1,149.00 with ********. CareGard has deducted $2,781.00 from my payout instead of what was recorded as the condition adjustment by ********.

  Business Response

  Date: 10/14/2024

  Your *** claim was reported 7/23/24. 
  All docs were received 8/22/24.  
  Your *** check was ($4,463.28) issued 8/30/24.
  
  There was a Vehicle Condition Adjustment by Allstate of $1,149.00.  Plus, an additional Condition Adjustment of $2,781.00 for NADA Vehicle Depreciation.

  *** does not deduct the entire Comparable Condition Adjustment on this claim, since the Base/Adjusted Vehicle Value: $23,769.00 is only -$2,781.00 less than the JD Power Retail Value at Loss: $26,550.00. 
  
  Per Exclusion #** in the *** Addendum Contract, the total amount deducted from the *** claim for Condition Adjustment(s) was -$3,930.00. 
  Caregard issued payment of $4,463.28 on 8/30/24.

• Initial Complaint

  Date:07/08/2024

  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.

  On July 10, 2021 I purchased a 2019 GMC Serria 1500 from **************** along with a power train warranty and a wrap warranty for $*******. In May 2024 I took my truck to *********** Buick GMC dealership to check my truck for what I thought was bad gas. Turns out the diagnosis was an issue with my torque converter. Caregard was notified and sent a service technician to approve repairs. I was notified by the dealership that the clam was denied due to "oversize tire". The same tires that I purchased the truck with in 7/10/2021. I was told by Care Gard that they were not able to locate my contract but sent me a redacted contract to back their clam. I contacted my finance company who was able to send me a signed contract agreement that accompanied my purchase agreement where the "Lift kit/ Oversized tires" were checked off by the dealerships authorized dealer 7/10/2021. Now I have been denied coverage because the check **** was "manually checked on the contract" by the dealership. ******************* - Director of Clams with Caregard stated via email that the contract could not be honored because of this. I'm now responsible for the repairs out of pocket after I paid ******* for a warranty that was VOID the same day I purchased the truck.

  Business Response

  Date: 07/18/2024

  We authorized $7079.87 for the replacement of the transmission on 7/9/2024. I even spoke with the customer and explained our assistance. The BBB needs to be inquiring with the customer if her issue has been resolved. 
  

• Initial Complaint

  Date:02/08/2024

  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.

  Name: ***************************** Contract #: ******* Last 6 of VIN: ****** I and my chosen mechanic (IN Collision Auto) called CareGard in October of 2022 and December of 2023 to confirm that mechanical breakdowns that were quoted were covered by the extended warranty provided by CareGard. Both in October 2022 and December 2023, CareGard told each of us no, and proceeded to hang up on us with minimal explanation. The repairs were needed so I had to pay out of pocket.In January of ****, when I reached out to the dealership to cancel the extended warranty as it was of no use due to the poor service I received from CareGard, I provided the invoices and the dealership stated that the previous work was indeed covered by the extended warranty and I should not have had to pay out of pocket with the exception of the deductible. I am reaching out because I should have been covered under the CareGard warranty, but was falsely told by CareGard I was not, and the associate didnt even attempt to submit a claim for either me or my mechanic. This is a very frustrating experience and I would appreciate the mechanical work reimbursed to me for what I had to pay out of pocket due to being falsely told the services were not covered.

  Business Response

  Date: 02/19/2024

  We dont show interactions of a call or claim having been recorded for the dates the customer stated. 

  The customer did submit copies of repair invoices and an NPA letter.Both claim requests were registered on 2/1/2024. We also have a record of recent interactions with the customer concerning these events. We have already authorized reimbursement only for the items that are eligible for coverage.

  The customer has a Complete coverage level contract, so Im not sure how a claims rep would have stated the items are not eligible for coverage. And, I dont understand why the customer hasnt called and followed up on the document he had already provided.

  Customer Answer

  Date: 02/20/2024

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/05/2024

  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.

  We bought a truck in early 2023 and our dealership only worked with Care Guard so that is who we went with. After the dealership having to pay over $12,000.00 in repairs because the warranty company didnt want to work with them the dealership finally bought back the truck. We requested on 11/10/2023 we notified them by phone and email that we were canceling. We received and email back saying it would be cancelled within 15 business days. However it is now February and they have continued to take money from my checking account every two weeks. They have pulled and extra 5 payments that they should not have. When we try calling we get a busy tone or voicemail. I would like for this to be rectified and them to refund my money as well as cancel the plan like they stated they would do 3 months ago.

  Business Response

  Date: 02/05/2024

  We apologize for the bad experience.

  Your refund is to come from the Selling Dealer.

  If you will provide me with your contract number or last * of your VIN, I will personally look into this and respond back to you.

  Customer Answer

  Date: 02/08/2024

  Complaint: 21242734
  
  The vin # for the 2014 Ram **** is *****************
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/08/2024

  This contract, #*******, was purchased on 3/6/2023. Claims have been paid on behalf of the customer.

  We paid the first claim for an engine replacement for $8227.53 in April of 2023.We then paid a claim for a fuel pump replacement in June 2023 for $775.17, and then in October 2023, we paid $96.52 for an air conditioner repair. In total, we have paid $9,099.22 in claims.
  
  The contract was canceled on 11/15/2023 with the cancel date of 11/9/2023, and our portion of the refund of $1,439.56 was sent back to the ***************** dealership. The dealership should have issued the refund to whoever the customer financed the contract with or directly to the customer, ***********************, assuming the loan has been paid in full.

• Initial Complaint

  Date:12/20/2023

  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 5/9/2023 I purchased a vehicle from ********************* in ****, **. I was asked to purchase a warranty by the finance manager. I had never purchased one before but he assured me that if I bought the Deluxe (CGDD51) it would cover everything. I mentioned things like the turbo, 4wd, major engine problems etc.., I asked him why should I use CAREGARD and he said that in his experience financing cars that they are the best at standing by there customers. So, I purchased the warranty although I have bought many cars and always refuse to get them. On 9/6/2023, I was parked at work and my truck started to overheat. I immediately shut it off and didn't drive it. I called the dealership (finance guy told me to if it ever broke down). The previous finance manager was there and told me to take it into the shop and give them my Customer contract number *********. I sent it in on 9/13/2023. The service rep called me about 2-3 days later and told me that it was denied. I called CAREGARD and the customer service rep told me ***** ** was denied because your warranty covers the turbo but not the lines to it"...They said if the turbo would have went out then they would have authorized it to be fixed. That makes no sense. canceled the warranty on 10/27/2023. I was told that I would receive a check in 2 weeks for some amount based off of the time of purchase and miles driven. I emailed what their rep told me to and I never heard back. I went to the dealership whom I copied on the email and he said he hadn't heard from CAREGARD either. I called back again and spoke to DJ July. He couldn't find the email. He then checked the server and found it. They were going through auditing and that's why it hadn't been sent out. That's not acceptable and not my problem. He said that he had talked with his supervisor and I would get a check in 2 weeks and a follow up email. I have received neither. I am asking for a full refund. This has been a bad experience and it is the right thing to do.

  Business Response

  Date: 12/22/2023

  Claim denied non-covered breakdown.
  Plan coverage level CGDD51.
  Turbo cooler lines/hoses are not listed for coverage in this contract.
  The contract has been cancelled and a full refund will be provided.

  In addition, I personally called and spoke with the contract holder, *********************, to offer our apology.

  *********************** - COO

  
  

• Initial Complaint

  Date:11/29/2023

  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.

  An absolute scam. I paid $1,300 for paint coverage and they are unwilling to uphold their end of the contract.Ive been trying to file a claim for months. The contract states clearly that an authorized provider or the original dealer must do the work. CareGard has no list of authorized providers. When calling the company (which appears to be just one guy), they sent me to a manufacturer dealer. I took the car there and they said they wouldnt honor the warranty. I called again. No body shops within hundreds of miles (of *******, **) would honor the warranty. I attempted to cancel the coverage but was told they cant cancel it at the ***************** over the phone, and I have to cancel at the dealer I bought the car from. Ive called and called and called the dealer and cant get anyone to cancel this. Its an absolute racket and scam. I cant get them to honor the contract nor can I cancel the contract. So Im out $1,300, plus what it takes to correct the paint that they guaranteed. This business should be shut down.

  Business Response

  Date: 11/29/2023

  ************************** has an active contract and there is no claim pending or denied at this time. Our challenge has been locating a repair facility, specific to his repair need, who is willing to provide us with repair service. We have reached out to several repair facilities, but to no avail.  At this time, we are waiting for **************************, to return our phone call so we can provide a resolution to this issue. It is our intent to assist him with his requested repair claim using whatever option is available and/or fully refunding him the purchase price of the contract. He is welcome to contact me personally at ************. 

  Customer Answer

  Date: 11/30/2023

  Complaint: 20929634
  
  I am rejecting this response because:

  Although I believe the company has made good faith efforts in resolving this complaint, (as I have now heard from two leaders in the company that are trying to make it right, which is appreciated), there has yet to be any action or scheduling the repair that Im aware of. The complaint will be resolved (and ****** review edited) once their end of the contract (paint correction on my hood) is upheld.   

  Regards,
  
  ***********************************

  Business Response

  Date: 12/08/2023

  To our knowledge, this matter has been resolved to the satisfaction of **************************.

  Customer Answer

  Date: 12/12/2023

  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.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:09/01/2023

  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 have been trying to work with their gap insurance for the last 2-3 months, they are all rude, hang up on you, never call back. and when i ask for an update the only info i am given is we might have info by the 15th or at the latest october 31 ill never use them for gap coverage again. they constantly say that their systems are done and they are unable to help me. ive never in my life dealt with such a bad company

  Business Response

  Date: 11/15/2023

  This claim is settled.
  Date of Loss was 7/7/23 and our Claim Team started receiving documents on 7/28 with all received by 8/3. However, the customers contract was not in our system, due to dealer remittance, and wasnt activated until 8/17. On 9/7 customer was informed we had all required documents and claim was under review. On 9/11 claim process was completed and sent to management for approval and paid on 9/25. The amount paid was $9,295.48.
  
  Respectfully
  ***********************
  Chief ******************* CRO
  Direct: ************** 
  ******************
  caregardservices.com