ComplaintsforCareGARD Warranty Services Inc

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  02/08/2024

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

  Business response

  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

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/08/2023

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

  Customer response

  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

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 
  

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around 08/07/2023, I contacted my extended warranty company named CareGard Warranty Services to file a reimbursement claim. My vehicle broke down while I was driving due to my outer tie rod snapping. I was informed by them that my warranty in fact did cover outer tie rod repairs. I sent the paperwork that I received via email to CareGard. Since then I have contacted the company via phone and email countless times and they keep transferring me countless times then let the phone ring until it hangs up. They also keep saying systems are down also. I have never received a email reply back either. This company will not help me and play phone games and I have no choice but to take another route to get my money back that I paid for repairs to be completed. It has been 2 weeks now of no help or anything. I paid for their services when I bought my vehicle and the treatment and lack of help I am getting from this company is unacceptable. I am feeling like this company is scamming people to purchase services only to not provide the services. My vehicle is a 2020 ***** Blazer with last 6 VIN of 554 209.

  Business response

  09/12/2023

  ****** - we mailed a check to your attention on 9-1-23 for $437.48. Sorry for the delay. As you already know, our biggest issue in providing your reimbursement was waiting on the claim photos from *********** facility. 

  Again, we apologize.

  ***********************, COO

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2016 Chevrolet Camaro ss I bought around 15 months ago from ************** in ******* **. I paid extra just so I would be fully covered if something ever happened to my car(3yr/45,000miles power train warranty). I have kept the maintenance up 100% and I have recorded sheet to prove that. My car is in the shop at **************** in ******* ** right now. **** came out Friday morning to inspect my vehicle and said I better get ready to fight bc unless I have a maintenance record sheet the warranty is void. Im asking nicely and being very patient with this situation however, if **** really wants to go that way with this I will see yall in court. All I ask if that someone reach out to me and simply talk to me about this.

  Business response

  06/27/2023

  Good morning,

  *******************, our Director of Claims reached out to you yesterday. It is my understanding that the two of you are now working together to get the documents needed to get your claim resolved. If you have any additional questions or concerns, please feel free to reach out to me directly at ********************* or ************.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle and was offered an extended warranty on my car. I was told everything is covered in the power train. 9 months later my car is in the shop needing an engine. They are denying my claim and will not explain why. Also refusing to refund my money.

  Business response

  05/17/2023

  Hello. Sorry to hear about your vehicle challenge. Can you provide your CareGard contract number and/or the last 8 of your VIN?

  You may also contact me personally at ************

  ***********************, COO

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased this protection when I refinanced my car. Contract number ******. The sales representative stated this coverage was basically a bumper to bumper and only thing that would not cover is maintenance. In the brochure that was presented Caregard states that it's easier to list what is not covered. The list states, Maintenance, Physical damage, moldings, air leaks, tires batteries. The issue with my car is that the valve cover cracked, and oil was escaping from it therefore it needed to be replaced. When I called the claims department, they stated that it would not be covered because it since it was a valve cover it required a gasket and gaskets were not covered. I informed the representative that it was not the gasket that was leaking but rather the cover was cracked. The representative at this point was set on denying the claim because of the gasket. Once they heard gasket, they stuck to it because I got the impression that the representative was just looking for a way to deny the claim. I think the contract was very misleading because when it was singed the representative used the brochure and just explained what was not covered instead of going over the details. Even then the contract states the lubricated parts are covered and the valve cover is a lubricated part as it holds all the oil in place. I fell very misrepresented by the company and requested a refund of the purchase price of the agreement or to cover my cost which I already had to pay to get my car back. I have the receipt for repairs. Even my mechanic who was talking to the representative said that it should be covered as it had nothing to do with the gasket and a valve cover is an essential part to the engine.

  Business response

  04/18/2023

  ****************,

  Thanks for being a CareGard contract holder. We take great pride in making sure all customers are heard when an issue is related to one of our consumer protection products and its coverage benefits.  We will contact our retail partner and make sure they are fully disclosing all features & benefits of the ***************** contract they are marketing. In addition, we are willing to "flat cancel" your contract and provide 100% of the contract purchase price back to you and/or your lender (assuming the contract was financed). I have also attached a copy of your vehicle service contract agreement and highlighted the area that clearly states "SEALS AND GASKETS are included in the above stated Coverage only for Vehicles with less than ******* miles at the time of sale and only if the applicable surcharge is paid and marked on Your Registration Page (SEE SURCHARGED OPTIONAL COVERAGE)". In your case, you did not choose the additional surcharge for seals & gaskets coverage, therefore your claim, as reported to CareGard, is denied. Please feel free to contact our COO if you would discuss in further detail.

  Customer response

  04/18/2023

  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

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 24, 2021, I purchased a 2018 Infiniti Q50 from *************** in ********, **. Although the car was still under the Infinitis Manufactures warranty, I still purchased the extended warranty from Caregard. On February 11, 2023 I brought my vehicle into ********************** for an oil change, tune-up and diagnostic because the check engine light was on. I called Infiniti on February 15th to get an update on my car. At first they couldnt find my vehicle, then they called me back and stated that I needed a new engine! I couldnt believe it, I had only had the car for a year and 3 months and it shouldnt need a new engine. Infiniti stated that they couldnt cover it because I didnt get my oil changes from them ans I should file a claim with Caregard. Caregard stated that the warranty is void if the vehicle is still under Infinitis manufactures warranty. After some additional investigation, it was found that Infiniti/*************** cancelled the manufactures warranty because engine problems, which was not disclosed to me when I purchased the car. So now I have a vehicle that wont drive and no one will fix even with the extended warranty purchase. I am so frustrated because not only am I still paying for the car but I am still paying for the extended warranty! Please help!!

  Business response

  03/21/2023

  We need the Customer's Name and Vehicle ID Number and/or the CareGard Service Contract Number to move forward and assist the complaint.

  Customer response

  03/31/2023

  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,
  
  ***************************

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