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.

close

Find a Location

Palisade Protection Group has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/05/2025

  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.

  On August 29, 2025 I received an "Extremely Urgent And Time Sensitive" letter from Palisade Protection Group, here are excerpts:"Attached are your new ID cards for the pending renewal of coverage on your 2019 Jeep Cherokee"--the car I'd just recently purchased. "You MUST CALL NOW to activate your cards for the protection of your vehicle to be valid ************." Due to the limited amount of characters this is all I can provide from the letter received.I called them, ****** *****, asked me the cost of my coverage. I told him it is $6260 for 7 years. ****** said, $6200 in interest for 7 years means you'll be paying close to $15,000 for that service. I can provide that same service for you, we have two plans, the diamond coverage would be $498 or we have a lessor one for $398 a month.I told him that even $398 was over my budget. That I was 79 years old and lived on a fixed income and the most I could do was around $250 a month. He said, I'm going to connect you with my manager to help you. ******* came on the line, after a few questions he said he could do it for $240 a month for 18 months. But that's only for today, now! I said, okay, lets go for the $240. I gave him my debut card info and we hung up.I went home and checked their many reviews regarding their company, I didn't find one positive review. Everyone of them were, "Don't have anything to do with them, and when you try to cancel, they put you on hold for hours and never return. They are a scam!" I called the company and said, it's only been one day and your policy says within 30 days I can cancel, so I'd like to cancel. He said okay, let me put you on hold while I get your file. I said okay. Two hours later I hung up and called back again. But I have not been able to speak with anyone.I'm reporting them to you in hopes of getting my much needed $240 back. I had to discontinue my debut card.Thank you for being there.***** ****** Customer ID #********** ******************** ************

  

  Business Response

  Date: 09/17/2025

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us.  We are a little taken back by the aforementioned complaint since we have spoke to you numerous of times and explained that we just recently incorporated AI technology to try to service our customer's quicker. If you don't want the coverage we have no problem cancelling your coverage and refunding your down payment. Effective immediately your policy has been cancelled and a full refund has been issued to the card we have on file Mastercard ending 0970. 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:09/03/2025

  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 company has been asked to Cease and desist. They have been contacting us by mail and phone multiple times a day. We have requested they do not contact us anymore but they do not stop! They're trying to take advantage of an elderly person.

  

  Business Response

  Date: 09/17/2025

  We're a little taken aback by the aforementioned complaint we are INBOUND call center and do NOT call anyone. I wish this customer the best and hope they figure out who is calling them because its not us.

• Initial Complaint

  Date:09/03/2025

  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.

  The Company is trying to strong arm me in keeping a policy which I repeatedly told them that there was no need for it as the Dealership I purchase my vehicle from is covering me with the same coverage they mislead me to buying. Although I contacted them via phone and email relative to cancelling well within the 30 day period, they are refusing the answer the calls or return the email acknowledging my cancellation request. I have submitted the paperwork that was sent indicating the cancellation and no response either. I must note as well, they are false advertising and not explaining in entirety as well as strongarming tactics.

  

  Business Response

  Date: 09/17/2025

  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 that he had in refence to the coverage we would never strong arm a customer into coverage that they need. the policy has been cancelled and you have already spoke to your bank and chargeback the payment. 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: 09/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  However, the business need to better communicate and respond to messages and emails sent from customers. 
  
  Regards,
  
  **** *****
  
   

  
  

• Initial Complaint

  Date:08/25/2025

  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.

  Palisade contacted me and made me think this was car insurance that I needed by law to have. I paid the ****** and when my mom got the letter in the mail I explained to her what I was told. We called to cancel 4 times and have been given the run around and put on hold, told someone would call us back and nobody has called. When I called again the lady said someone else was handling the case and would call me right back and they did not. When I tried to call back I got a message they were closed.

  

  Business Response

  Date: 09/17/2025

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us.  You responded to our mail piece and we explained that having a vehicle with over 100K miles that you will have a breakdown and need a VSC to keep this vehicle on the road...you agreed that you couldn't afford a large repair bill so we gave you the lowest activation of $195 to activate the policy. Based on this complaint your policy has been cancelled and a full refund has been issued. The refund will be returned to the form of payment we have on file ******* 8207)  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:08/01/2025

  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.

  They sent 2 warrantys in the mail, I tried calling once and no answer. I called again and they would not give any further information, I wasnt able to hang up either. They got my money and I tried to call and cancel and they kept transferring me and refused the service. It is a known scam. I did not receive any service nor do I want it. I feel very uncomfortable with them having my name and adresss. They would not provide a receipt either. Discover will not honor the refund either. Im really nervous and scared.

  

  Business Response

  Date: 08/08/2025

  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.  After further review of the account we have processed the request. Your refund has been complete on 8/8/2025.  The refund will be returned to the form of payment we have on file (Discover - 9226) 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: 08/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:07/12/2025

  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.

  Im trying to cancel this insurance and I keep getting the run around. I saw the reviews and this company appears to be a scam. Please help me as the company continues to try to access my account. I now have my card locked and can't use it. Please help.

  

  Business Response

  Date: 08/14/2025

  Customer called in to cancel on 7-21- 25 I will issue a refund Today. I apologize I think this got over looked.

• Initial Complaint

  Date:07/08/2025

  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.

  Called and tried to get my policy cancelled due to lack of sending me my information and the policy payment being high and I had the hardest time trying to get ahold of people and when I did get to someone she was asking personal questions on like who was going to next which I feel is none of their business and she was REALLY rude and I dont even care about the refund anymore I just want my policy cancelled.

  

  Business Response

  Date: 08/14/2025

  Customer called in on 7-8-2025 to cancel we provided her with cancellation instructions and still havent received her LOC Letter of cancellation. When its received will issue refund immediately.

• 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.