ComplaintsforCareGARD Warranty Services Inc

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May ****************** the windshield by a large object. I called this dealership and was told Safelite was acceptable. I called AppearanceGard to use my WindshieldGARD coverage. I was told that the Safe-Lite store would have to establish the initial claim. I went to this facility the next day and told them what I needed. That store talked to 2 people with the warranty services. They said that a claim was submitted but could not be completed until they could submit the cost and part number of the materials and the labor costs. I made the appointment for June 15. The work was done and I reminded Safelite that that the information needed to be submitted. When I picked up the vehicle they told me I was supposed to submit the invoice to the warranty services. I don't know how that office got the information since I was not involved in the call or how that decision was made. I called up their office and asked how this was to be done. They looked up my claim (yes, it was made clear that I had a claim that was incomplete) and told me that Safelite had to submit the information they needed to finish the claim. I called the local office for Safelite and said they would do this. I called June 22, to see if they had the information they needed. I was told by the representative of the warranty services that I had no claim and she had no record of any call. I found this odd in the last call to the warranty services that they did not see a record of Safelite calling but did have a claim. They (Safelite) would need to call to finish the claim. That previous call made it very clear they had a record of the claim. Now they don't have any record of me calling. Since that time I have called CareGard 3 times and Safelite 4 times. At that time I realized Safelite was uncooperative. I have since sent an email (with receipt and image) on July 6 and then tried a message from their website. No reply!Limited Warranty # *******APP receipt and image of damage attached

  Customer response

  07/25/2022

  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

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We took the caregard guarantee in 2018 with Registration # ******** and paid $617 but decided to cancel with a deduction fee of $50. I sent an emails about that and called multiple times and left voice messages. Never received an answer back as to what was the status on my request.Until now, I was under impression that my contract for guarantee is still valid, when I called them, they told me it has been cancelled in 2019. I never received any money back on prorated criteria nor did I receive any communication that my contract got cancelled. What happened to my $617? There is no track. Now when i am calling the cancellation department, they are redirecting me here and there with no one to answer my question. Very frustrating and disappointing experience.

  Business response

  07/22/2022

  Thank you for the opportunity to work on a resolution to the customer's complaint. I do apologize for the delayed response but researching the history of the contract cancellation proved to be somewhat detailed. A cancellation was previously processed and our portion of the refund was sent to the dealer that sold the contract. The dealer is then responsible to add their portion of the cancellation and forward the total amount to the lienholder. In this case, the customer paid cash for the contract, so the dealer was supposed to send our portion of the refund and the dealer's portion of the refund to the customer.

  We discovered the dealer did not send any funds to the customer, and had gone out of business. We've made several attempts to locate the responsible party handling cancellations for the dealer, but are having difficulty in this endeavor. Therefore, to no longer inconvenience the customer we are sending a check to the customer for the total pro-rated refund amount of $418.99. This includes our portion as well as the dealer's portion of the refund and we have waived the cancellation fee.  

  I have asked our cancellation manager to place a call to the customer today to inform her the check is being mailed today.

  Please advise if there is any further explanation or clarification you may need.

  Sincerely,

  *******************

  Sr. Vice President **** Management

  Customer response

  08/02/2022

  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

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I brought my car In January 2022, and I purchased a 6-month warranty. About a week later I tried to use the warranty and they denied me, so I ended paying out of pocket for the repair. A few weeks later I took my car to the shop to have it diagnosed and I called the warranty company to make sure everything was good, and they said that there was an issue with my contract, and they will call me back once they figured it out and they never called me back. I had the repair shop call and try and file a claim so I can get my car fixed and they told me that my warranty was voided. My contract does not expire until July 29,2022 or at ******* miles and I currently have ****** miles on my car. I tried calling the warranty places and nobody answered. I left voicemails and still have not received a call back. I paid 849 dollars for this warranty.

  Customer response

  07/11/2022

  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,
  
  Kelmetria ********

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used car from a private seller. The seller had purchased warranty from this company and had informed me that the warranty can be transferred to me. So I called the company to confirm that warranty can be transferred. Per their confirmation, both the seller, and me as the buyer completed the Transfer form. I sent the form and $50 transfer fee. After a week company processed my check but didnt send me any documentation. When I contacted them to enquire, l have been told that they cant transfer the warranty and they will be returning my money. No explanation is given on why they dont want to transfer the warranty. Per terms and conditions, the contract can be transferred once. So I am not sure why they denied the transfer. Im feeling like I have been cheated and ripped off.

  Business response

  06/29/2022

  Thank you for the opportunity to respond to ****************** concerns. We did receive a $50 Transfer Fee check from ************** and in the normal course of business, deposited same.  Following confirmation that the check was valid, we began the transfer process review.  During this review process, we confirmed ************** did purchase a 2015 ******* from a private party. This private party did purchase the vehicle from ********* ******** in ********* **.  The former private party owner was issued a Limited Warranty and a Key Coverage contract from *********. The Limited Warranty was issued at no charge to the private party for certain mechanical failures, but the Limited Warranty has no transferability provision.  The Key coverage was a Service Contract and does have a transfer provision.  However, ************** decided not to transfer that coverage as the contract's expiration is 6/30/22.

  We did send ************** a letter, dated June 24, 2022, and mailed his return check June 27, 2022.

  Please advise if you need any further information.

  Thank You,

  *******************

   

  Customer response

  06/29/2022

  Better Business Bureau:
  
  Although I accept the company response. I am deeply disappointed and frustrated with the way CareGard company has failed to communicate this information before I purchased the vehicle. They had informed me that the warranty can be transferred and sent me the form to fill. But once I purchased the vehicle they denied the warranty transfer. Basically I am screwed because they mislead me to believe that I am protected if something goes wrong with the vehicle. I hope the company fixes their broken communication process so that no customer in the future is lead to believe that they are buying vehicle with the warranty. 
  
  Regards,
  *********************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car with a warranty by this company on 04/13/2022 for a period of 3 years. On 05/02/2022, I gave their claim number at ************ to the repair shop (******************* ****** ********) where my car was towed to on 05/01/2022. I also called the claim number to inform them of my car breakdown and to file a claim. I emailed them as well with the copy of my tow receipt to get my reimbursement for that up to $100.It is now 3 days later and the repair shop has informed me that the warranty company and the dealer I bought the car at, ******************** in ***********, ******* are arguing back and forth about who should pay for my car to be repaired.It is now 3 business days later, and I and the repair shop are getting the run around and my car is not being repaired.

  Business response

  05/10/2022

  Thank you for the opportunity to respond to the complaint from *****************.
  Upon receipt of the tow invoice, we processed a reimbursement claim, payable to the customer in the amount of $100.  At this time, the repair facility, Ethans Auto Repair, had not yet decided the extent of repairs necessary to correct the vehicles drivability issues.
  As such, we placed a call to the repair facility on 5/4/22 and spoke with ***********************, who was still accessing repair needs. We placed another call the following day and authorized repair costs in the amount of $1667.58 for the replacement the Power Steering Pump and Serpentine Drive Belt.
  The repair facility told us they had to order a part but following Ethans Auto repair completion of the authorized repairs, we will issue a credit card payment to them.
  Additionally, we have placed 2 calls to **********. Having reached voicemail on both occasions, we left a message detailing the above events.
  This should resolve all the issues of which we are aware.
  Thank You,

  *******************

  Sr. VP Risk Mgmt/Compliance

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