ComplaintsforCareGARD Warranty Services Inc
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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
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
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
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 companyBusiness 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.comInitial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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,
***************************
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Contact Information
1900 Champagne Blvd
Grapevine, TX 76051-7373
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Get a QuoteCustomer Complaints Summary
17 total complaints in the last 3 years.
7 complaints closed in the last 12 months.