Complaints

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

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  Palisade Protection Group

  15333 Culver Dr Ste 340-252 Irvine, CA 92604-3078

  
• 

  Palisade Protection Group

  2923 Pullman St Ste A Santa Ana, CA 92705-5854

  

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:07/02/2025

  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.

  Contacted on June 11, 2025 to extend the temporary home protection policy that the seller of my home purchased. This was not the same company; I did not realize this.I spoke with ******* ******; he provided a phone number ************ for customer service.I was advised that the policy is $4,401 for 3 years and I would be billed $295.00/month for I believe 15 months. ******* advised to disregard the amount in the email as it was a glitch on their end. That email said:Plan Cost Subtotal:$4,401.00 Tax:$0 Total:$4,401.00 Down Payment:$440.10 Monthly Payment:228.11 So neither the Down Payment nor the monthly amount are correct, and that should have been a red flag to me, but I was under a lot of stress with moving and getting other things set up, and I was in a rush.That number (provided above) is answered by an AI voice app. I was transferred to an agent. As soon as I mentioned canceling my policy (still within 30 days waiting period), I was placed back on hold for about *************************************I tried again using my wifes phone. The same thing happened: on hold for a long period and ********** their email to me on June 11, 2025, also from ******************** they instruct that in 7-10 days to log on to ********************** and my password is the contract number.The email shows Coverage Plan Contract #:Plan: 3YR Flagship Expiration Date: 6/11/2028 Deductible: $75 Note: no contract number provided.When I use their forgot password link, I got a very short email from ****************** simply saying Your password for your vehicle service contract is the last 6 of your vin.I didnt buy a vehicle service contract; I purchased a home warranty. And I never provided a VIN number to them. And who is ************************ actual insurer is Owner Essentials, ************, (aka ****************** P.O. Box ******, ******, ** ******). *** never disclosed to me that they are 3rd party in this transaction and Owner Essentials .

  

  Business Response

  Date: 07/07/2025

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us. I am a little confused on the reason for this complaint according to your file you called in on July 2nd and said you made a mistake in signing up and than hung up. I played the call back and you sounded nervous very suspicious. If you wish to cancel all you had to do was follow the cancellation instructions in your booklet. Based on this complaint we will cancel your contract and refund your down payment back to the ** ending in 0518. and while we are sorry we are unable to keep you as a customer we wish you all the best with your home in the future. 

  Customer Answer

  Date: 07/07/2025

  I appreciate that the company has agreed to cancel the policy and issue a refund. However, I reject their characterization of events and request this rebuttal be added to the record.
  The company refers only to my second call made from my wifes phone, where I did not identify myself, beyond asking to cancel. Yet they claim to have reviewed the call and evaluated my tone. Thats impossible they had no way of knowing who I was. My first call, from my own phone, involved a 30-minute hold, then an agent who placed me back on hold after I said I wanted to cancel. The call was then disconnected. Their response ignores this entirely.
  I had originally tried to file a claim when my water heater failed, believing I was contacting the company that issued the seller-paid home warranty. That provider turned out to be legitimate but not connected to this policy. When they mentioned a 30-day wait, I asked, Shouldnt coverage have started at closing? They said no and told me to cancel through the seller: Palisades Protection Group. Thats when I realized PPG is not an insurer, but a third-party marketer that sold me this at a markup to earn commission.
  Their emails referenced vehicle warranties I never purchased. Their AI phone menu reroutes calls, and I found many similar complaints online. I bought this policy in error, during a chaotic move and while dealing with a medical issue. I tried to cancel within the 30-day wait period just as they delay coverage by 30 days.
  I ask the BBB to mark this complaint as unresolved so that future consumers are aware of the deceptive practices and evasive customer service I encountered.
  

• Initial Complaint

  Date:06/25/2025

  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.

  My wife and I have been trying to contact palisade protection group now for 3 days to cancel and every time we get put in hold for more than 90 min after they tell us we will be transferred to a manger to cancel we have asked them multiple times to cancel and we sign up for this over the phone and they are not helping us get this done easily we are getting to the point we want to get the law involved

  

  Business Response

  Date: 06/26/2025

  Thank you for reaching out with your concerns.
  We're a little taken aback by the aforementioned complaint as we had extensive conversations with the customer in questions just yesterday on 6/25 we also spoke to this customer on 6/23 wherein, we informed them on how to cancel the policy. The cancellation instructions are in the booklet and they could have followed those instructions. We do experience a very high call volume of calls and we really try to keep the hold time down and get the next customer as quick as possible but we have to handle our customer base. We are sorry we are unable to assist the customer with keeping their car protected and wish them all the best in the future. 

• Initial Complaint

  Date:06/23/2025

  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.

  My name is ******* M. ******** ***** La. **********************. ***** email ******* ******** phone ************ I started trying to cancel 2 car warranty contracts numbers ICS500532, ICS500531 on February 27 about 12 days after I signed up with a $3,000. Payment to lower my monthly bill. First call Feb 27 for 23 minutes to cancel contract IVS500532 because the maintenance schedule wasnt followed properly. I then decided to cancel the other contract first call Feb 28 for 20 minutes on hold third call Feb 28 3:17 pm I was held on the phone a hour and 15 minutes by a guy who wouldnt cancel he kept talking over me so all I did was kept saying ****** ****** cancel after about 50 minutes and I said have you cancelled my contracts yet and he said no I thought he was working on the cancellation. I said Im not going to do business with you especially now so cancel then he kept talking and I kept asking if he was working on my cancellation and finally after a hour and 15 minutes he said it was canceled and was then rude. Started calling about my refund on March 5th 24 minutes on hold then they said someone would call me back. I called again 13 minutes on hold to hear the same thing. March 20th called 10 minutes someone will call me back then March 25 on hold for 58 minutes by ***** ******** and said I would receive my refund around April 11th nothing. Called April 18th for 11 minutes they would have someone call me back I called April 29th 29 minutes and spoke to ******* he wouldnt give me his last name and said I would receive my refund around 10 days and never *********** protection group ***** ****** dr. ***** 340-**********, **. ***** phone ************ is who I paid but I guess its palisade protection group 2923 **********. *********, ca. ***** that handles it but Im not sure its all very confusing I have another number ************ then the ********* company is Omega email ************************** then Mepco i guess handles the billing. Thank you.

  

  Business Response

  Date: 07/07/2025

  We are not Pioneer Protection Group. I am sorry you have the wrong company. We hope you figure it all out.

• Initial Complaint

  Date:06/13/2025

  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.

  First of all, I am an 84 yr old living on social security.. I own a Jeep 2019 with ****** on it. I live on my social security. I got a letter in the mail under the Jeep logo which I just assumed came from them. It was and they were selling extended warranties. I called and was sold a policy165 downpayment and 170 a Month. I'm still thinking it is Jeep. Well a week or so later I got a contract booklet from Overcame - the servicing part of Eleras Group. I did research on them and found out they were a sleazy organization with lots of complaints. They cashed the check for165. So I called them back and was eventually was able to cancel that warranty. So while I was on the phone cancelling that, a fellow **** ****** tells me he has a better company Palisade Protection Group and they will only charge me 100 set up. I did not authorize him to go ahead. I now I think was the same group with a different name. He promised the moon and the stars. I did not authorize him to go with the second policy but it is exact. I called 4-5 times to cancel. Sometimes the phone would just ring and ring. I sent them a letter saying I wished to cancel and this morning, I received a letter in the mail from ***** stating they would be handling the billing on my new contract. That is the first I heard that I have a policy in effect.

  

  Business Response

  Date: 06/23/2025

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us.  When you agreed to the $100 activation that was a indication that you had purchase a policy for your Jeep I am not sure what is the problem here...If you could please respond with a issue.

• Initial Complaint

  Date:06/05/2025

  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.

  I have a policy with Palisades for my car. it is at ***** for transmission problems 2018 **** fiesta Aamco has been trying to contact a real person about this claim. they can't seem to get thru to anyone that wont put them on hold then hang up. I am widowed and retired on a budget. I took and paid faithfully every month, going without so I could cover my car. Now i need them to approve the claim and no one will do anything. PLEASE HELP ME GET SOME RESPONSE. ????I don't have any other way to get around and I need them to stand by their word and approve and pay for the car problem. Again, I paid the policy off in full and expect to have them do right by my, as I have done to them. I'm begging you to please contact them and help me make this right.Thank you ***** ****** claim number with Palisades/Car Guard is....CGC28914546

  

  Business Response

  Date: 06/23/2025

  Thank you for reaching out with concerns. The admin that would pay the claims on your vehicle is Car Guard ************ please call that number and file your claim. If you need assisting with filing the claim please call *************************** and we would gladly be able to assist you. Thank you for be a valuable customer. 

• Initial Complaint

  Date:06/03/2025

  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.

  This dispute is about an auto extended warranty. I received a letter in the mail 5/19/25, that my auto warranty was about to expire & to contact them immediately. I called and spoke to a representative of ***** & accepted a warranty. They were to provide me with an email copy & a mailed copy of the policy. I have received neither. I have now discovered that the insurer is Palisade Protection Group. I attempted to contact Palisade only to be placed on hold for 2hrs. I wish to cancel this service as I still have no ************* like I have been **** ***. I now do not wish to do business with Palisade Protection Group. They have debited my **** card $395.00, I would like a refund for & no more auto monthly withdrawals. I have tried today to contact Palisade again, only to be placed on hold for 40min with no resolution. I searched the reviews of ***************************** have a 2.1 rating with most or all reviews indicating the long placement on hold & not being able to get resolution. I hope you can help me cancel a service I don't want & feel like I have been fraudulently attacked!

  

  Business Response

  Date: 06/23/2025

  Thank you for reaching out with your concerns.
  We're a little taken aback by the aforementioned complaint as we had extensive conversations with the customer in questions wherein, we informed them that the policy has been mailed we provided him with mail confirmation from US postal service which confirms that policy was mailed on 5-23-25  
  
  This complaint seems premature and unwarranted given the expedient resolution that was reached with the customer on 5/30. If you no longer want our service. I will cancel out the policy and refund you no problem.
  
  We are sorry we are unable to assist the customer with keeping their car protected and wish them all the best in the future. 

• Initial Complaint

  Date:04/11/2025

  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.

  Breach of Warranty On or about April 28, 2023, I received a call from Palisade Protection Group (PPG) offering an extended warranty for our 2019 Chevrolet Traverse. PPG is the sell and ******************** Group0, **** is the administrator. We purchased the Dexluxe Coverage for the vehicle and made a deposit of $295.00. Thereafter, we paid $176.75 per month from May 1, 2023 until December 29, 2024, a total of $2,946.25. On December 11, 2024, Chevrolet Traverse experienced some mechanical problems which required it to towed to Northside ********* Dealership located in ***********, **. The cost of the tow was $62.00. Due to backlog of cars, a rental car was necessary. We rented a car from **** Rental Car from December 11, 2024 through December 27, 2024. The total cost was $1,097.93. On December 27, 2024, the repairs were completed and costed a total of $888.22. The Dealership informed us that they were unable to talk with an agent of *** to confirm if the warranty covered the repairs. In addition, Dealership Advisor said the *** No. was incorrect on the contract compared to the ***. No. on the vehicle. We attempted to call the *********************************** *************) from December 11, 2024, until December 27, 2024, to let them know the vehicle was being repaired and the Vin No. was incorrect on the contract. After numerous attempts and countless hours on hold and being transferred around to various **************** representatives, we finally spoke to CS Rep ******** We promised us that he would correct the Vin No. on the contract and mail us a copy. To date, we have not received an updated contract, nor have we spoken to any representative from *** regarding our complaints. We are requesting to be reimbursed for all expenses (e.g., warranty deposit, monthly payments to PPG, tow fee, vehicle repairs, car rental fee) paid out, including interest which totaled $6,166.12.

  

  Business Response

  Date: 04/14/2025

  Thank you for reaching out with your concerns. We're a little taken aback by the aforementioned complaint as we had extensive conversations with the customer in questions wherein, we informed him at the time of purchase to confirm your *** number and call us back within 30 days. The purchase date of the coverage was 4/28/2023. If you would have called back in the first 30 days this could have been corrected. *** is the seller and has no control over claims, but we would have corrected the *** and got you a new booklet out. However you cancelled the policy if you wish to reinstate the policy with the correct *** and MILES please call customer service we will take into account the monies that was paid on the other policy. We hope this resolves any questions or concerns, and while we are sorry we are unable to keep you as a customer we wish you all the best with your vehicle in the future and hopes to have you back a customer.

• Initial Complaint

  Date:04/08/2025

  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.

  I made a decision on making a protection plan on my vehicle, I paid for 3 different ones. I made the decision to eliminate the 2 I didnt decide on. The first company had no problem after *************************************************************** Palisade for some reason keeps giving me the run around. They have claimed 3 times theyd have management contact me, since that apparently is the only way they can. Its been over a week and a half, Ive called numerous times. Never a manager, I just want my money back. They claim 30 days money back guarantee, but yet theyre making me struggle to collect it. Please help me

  

  Business Response

  Date: 04/14/2025

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us.  We apologize for the delay in your pro rated refund. However you must have the dollar amount mixed up with the other policy's you purchased. We activated your policy for only $125.00 Down, which will be refunded for a scheduled date of 4/18/2025.  The refund will be returned to the form of payment we have on file ******* 4829).We hope this resolves any questions or concerns, and while we are sorry we are unable to keep you as a customer we wish you all the best with your vehicle in the future. 

  Customer Answer

  Date: 04/14/2025

  I dont accept this, you have delayed my refund for over a week plus. How is it right you still delay my refund 4 additional days. I should be compensated as if this was an overdraft fee just as a bank would. Id appreciate my refund today on 4/14/2025

• Initial Complaint

  Date:02/20/2025

  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.

  We took our 2019 GMC 2500 ****** to the shop in ******, LA due to some error codes. Gave ******* our contract number with Palisade Protection Group and he finds out the extended warranty has the wrong *** on it. Palisade tried to say we gave them the number but we did not. Think about it why would we give the wrong number. We believed in this company to be honest but they have scammed us, we asked them to change the *** but they wouldn't and discontinued service and said they would refund the last 2 months which they have not. ***** is the person I have been speaking with. We have another vehicle with extended warranty with this company and we compared the *** with the contract and it is wrong as well so that is how I feel they are scammers. Thank you for checking into this ******** and ***** *****

  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out with your concerns. We're a little taken aback by the aforementioned complaint as we had extensive conversations with the customer in questions wherein, we informed him at the time of purchase to confirm your VIN number and call us back within 30 days. The purchase date of the coverage was 6/7/2024. According to your file you filed a claim on 2/10/2025. If you would have called back in the first 30 days this could have been corrected. We hope this resolves any questions or concerns, and while we are sorry we are unable to keep you as a customer we wish you all the best with your vehicle in the future. 

• Initial Complaint

  Date:02/13/2025

  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.

  Palisade protection group:I just recently needed a repair done to my car on Monday feb.10th.The mechanic stated I needed a water pump.He notified Palisade protection group on Monday and filed the claim.I got the run around all week was lied to,and I ended up paying for the repair myself today Thursday *********** should not take that long to get approved.When I spoke to the manager he stated "Well if you would have waited a little longer it would have been paid Who says that?I asked them to reimburse me and they would not.I asked them to cancel the policy and they said all they could do was stop the auto pay and i would get invoices and don't pay it and it would cancel out.Very poor service!!!

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out with your concerns.  The customer experience is our number one priority we are a 3rd party seller for *************** Contracts and has nothing to do with claims.  Please refer to  your booklet when filing a claim. We are here to assist you on how to use the policy and get the protection you deserve. If you have any further questions please don't hesitate to call customer service they have the ability to walk you through your policy and answer any questions you might have. If you cancel the policy nobody wins we lose a customer and you lose the coverage, I highly recommend you review the booklet.