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:01/27/2025

  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 received a letter in the mail telling me i had to activate my car policy so i did, i unfortunately fell for their trap since i thought that it was my new auto insurance company telling me to activate it by calling them, and so we chitchatted on the phone for a little while and then we proceeded to finish the call but then something told me to check the app that i originally thought was the company i was working with but it turns out it was a completely different company with a completely different policy and so i panicked and looked up the phone number online and it turns out that it was a scam agency located in **********. i immediately called them back to ask for my money back and yo cancel my policy and they tried to lure me to stay with them and convince me that i didnt have a choice but to stay with them, after 20 minutes she finally told me that she had sent back my money to my account and that i should see it later tonight but i dont trust them what so ever. i recorded the conversation but unfortunately i wasnt able to upload it here.

  

  Business Response

  Date: 01/28/2025

  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 not only would the policy be cancelled, but the payment the customer made towards their policy would be voided as well.  As promised the policy was cancelled yesterday and the payment voided. 
  
  This complaint seems premature and unwarranted given the expedient resolution that was reached with the customer yesterday.
  
  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:01/23/2025

  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.

  Policy cancellation and getting a refund of down payment of 250

  

  Business Response

  Date: 02/04/2025

  According to your bank you chargeback the initial payment of $250.00. Which means your Amex express ending in 001 was credit back the funds. We will not dispute that you authorized the charge and we have cancelled your 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

• Initial Complaint

  Date:01/11/2025

  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.

  In October 2024 a service agreement with Palasade Protection Group was purchased for $5400. Once the agreement was received, it was realized that the coverage was not worth the purchase price. Immediately, a cancelation letter was mailed so that a full refund would be issued. Tracking on the cancellation letter proves that the letter was received within the 30 day window for full refund issuance. According to the cancellation policy depicted in the service agreement book, a full refund should have been issued within 30 days of receipt of a notice of cancellation. 64 days after receipt, no refund has been issued. I am seeking a full refund, in accordance with their policy for cancellation of coverage.

  

  Business Response

  Date: 01/21/2025

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us.  After further review of the account we have NOT received the Letter of Cancellation or received any call from you stating that you wanted to cancel the policy. Please follow the cancellation instructions in your booklet and we will process your refund. 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: 01/22/2025

  **** tracking puts the letter in the Palisade Protection Group office @ ******************************************* on 11/6/2024. The address referred to in the booklet. I will submit another letter.  I still expect a full refund, where the original letter did arrive before the deadline.  Once a full refund is received, I will consider the issue resolved.

  

  Business Response

  Date: 01/28/2025

  As previously stated once we received your letter of cancellation a full refund will be issued. Should you have any further questions please feel free to reach our customer service department directly at ************.  We wish you all the best.

   

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising 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.

  On November 13, 2024 I purchased an extended car warranty from Palisade for $250 initial deposit. I had a 30 day no questions asked refund option. After reading all the complaints online, I decided I wanted to cancel the policy on November 27, 2024. I was ridiculed and treated extremely poorly. After the third call, the individual said he would cancel the policy. I asked for an email and he said that they didnt send emails. Its been approximately 6 weeks and I have not received my refund.

  

  Business Response

  Date: 01/21/2025

  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 refund.  After further review of the account we have NOT received the Letter of Cancellation and have processed the request. Your prorated refund is scheduled for 1/21/2024.  The refund will be returned to the form of payment we have on file ******* 0712) 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: 01/21/2025

  
  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 have the recorded conversation with the *** and there was no mention of a letter. He also refused to send me a email confirming my cancellation. **************** is not a priority for this company which is evident by all the online reviews. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ******
  
   
  

• Initial Complaint

  Date:12/27/2024

  Type:Product 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.

  Palisade Protection Group continues to extort money from me because of my old age. They have repeatedly lied to me about the date I would receive the requested refund. When I called to cancel, originally back in March of 2024, I was told to send in an official odometer reading, a Letter of Cancellation with my signature, and have it notarized. It was sent Certified Mail Return Receipt Requested, so I have **** as a third-party witness that the letter was delivered and signed for. I was also told I'd receive every dollar I've given them back within 2-3 weeks after they received the request. Unfortunately, I've waited over 270 days and counting. I've asked to speak with a supervisor on duty; however, one is never at work or available no matter what time I call. A company representative would answer my phone calls and always promise I'd receive the refund, by check, that Friday or the following Monday and to call back if it wasn't in the mail." Due to me being astute to matters of financial fraud, I had no choice but to report this to the appropriate authorities & the *** as fraudulent. The extent to which this manipulative business would go to lie in order to keep money that doesn't belong to them is asinine. I'm pretty sure this naivety is what they rely on to exploit the elderly and other unfortunate customers.

  

  Business Response

  Date: 01/02/2025

  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 received the Letter of Cancellation and have processed the request. Your prorated refund is scheduled for 1/7/2024.  The refund will be returned to the form of payment we have on file ******* 9328) and the remaining balance will be issued via check to the address we have on file.  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: 01/03/2025

  
  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:12/20/2024

  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.

  Signed up for ************************** on 10 April 24, Cancelled the policy on 22 Apr 24. Had to pay upfront $595.00. Been trying to get a refund from the company since 22 April 24. I have made numerous calls to the company and they keep give me run around and excuses why my refund has not been sent. Calls/dates made to them of Inquiry/refund: 5/29/24, 7/03/24, 7/25/24, 8/15/24, 9/6/24, 9/17/24, 9/24/24, 11/14/24, 11/20/24, 12/02/24. Kept telling me that they had talk with their supervisors/management on the refund.I'm asking for assistance in this matter to try and recoup my refund from Palisade Protection Group. And hopefully others are not part of this scam/predicament . Contract Number for the *** ***********, Silverado Truck AAPL130645 Thank you ****** *****

  

  Business Response

  Date: 12/20/2024

  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 received the Letter of Cancellation and have processed the request. Your prorated refund was processed on  12/10/2024.  The refund will be returned to the form of payment we have on file ******* 1831) 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:12/03/2024

  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.

  Cancelled auto protection warranty protection coverage CDA ******* during the 30 day trial period. Made numerous calls, spoke to ***** ****** #**************, ******* #************** since 4-26-2024 for the refund $295.00. Case #***** or a credit to my **** card and/or check forthcoming (NOT) in the mail, promised by ****, each time I spoke with him.

  

  Business Response

  Date: 12/20/2024

  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 received the Letter of Cancellation and have processed the request. Your prorated refund was processed on  12/17/2024.  The refund will be returned to the form of payment we have on file ******* 5093) 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:11/25/2024

  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 received this letter in the mail today. I first became concerned because I thought someone used my name and information to buy a vehicle. On the form it shows that I have a 2022 Jeep Compass. Not only do I not own a 2022 Jeep Compass, but also have never owned a Jeep brand in my life. After researching the company I found they appear to scam many people. I've never provided my information to this company. I'm unaware how they obtained my information, then provided false information trying to sell me something to which I do not own. This company should be investigated and removed.

  

  Business Response

  Date: 11/27/2024

  Thank you for reaching out with your concerns.
  
  This customer has been removed from our system, has not,and will not receive any subsequent correspondence.
  
  It appears there is no other requested remedy, and as a result we request this complaint be closed.
  
  We wish this consumer all the best in the future.
  
  Kind regards.
  

• Initial Complaint

  Date:11/11/2024

  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.

  Back in September I had financed a new car. I was told it came with a warranty about 2 weeks later received a notice in the mail by this company that I needed to call to activate a car warranty. I thought it was related to the warranty I had for my car. I called and they said they needed a $220 fee so I paid it. This was on October 9th. After the call I had a bad feeling this wasn't related to my car warranty and it wasn't. After looking at the notice, I realized the business name wasn't even on there. They said I could cancel within 30 days. The next week, every time I tried to cancel they would give me the run around and do anything they could to get me to not cancel and basically refuse to do it. Then I finally got fed up and had to basically scream at them to cancel. They did. They told me I would be refunded my $220 within 2 weeks. This was on 10/16. It's been almost a month and I still have not gotten a refund.

  

  Business Response

  Date: 11/13/2024

  We appreciate you reaching out with your concerns.  The customer experience is of the utmost priority to us. Your account has been cancelled at your request on 10/16. The refund process takes 4 to 6 weeks as you were advised when you cancelled your contract.  Your refund is in process and will be completed within the stated timeline.

• Initial Complaint

  Date:11/06/2024

  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.

  BUYER BEWARE!! (Ref: ECF223063) I cancelled the car warranty policy with palisade in May 2024. When I called, the agent used deceptive tactics to coerce me to keep the policy by not accepting my request to cancel, over talking me, and trying to convince me to keep it. I finally said I am cancelling and will send in documentation, Unacceptable. The policy indicated I would get a pro-rated refund within 60 days of cancellation and receipt of required documentation. Palisade received the documents on 6/24/24. In August I called to ensure they received the documents and to check the status. At that time, they said I was to receive $1200 refund. However, they were experiencing a backlog and the status indicates "in progress". I called each week the month of Aug, Sep and Oct only to be given excuses such as: still backlogged, elevating the situation to Managers to expedite, there is no status available, can't give you any status, no you can't talk directly to a manager. It is now 120 plus days since I submitted the documentation--No status, no check. I called on 11/6/24, again no status noted. Final answer, elevated to manager and the check will be sent to me within 2 weeks. I am getting the feeling as well as reviewing all complaints, Palisade uses deceptive delay tactics in hopes the customer will give up. It is now the principle for me knowing that Palisade has no intention to send refund checks within 60 days of receipt. I will continue to inquire until I get the check in my hand. I have also submitted complaints to ************************, Bureau of Consumer Protection, and BBB. Expect Palisade to respond to this complaint and send the refund with urgency.

  

  Business Response

  Date: 11/20/2024

  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 NOT received the Letter of Cancellation and that has held up the process. We will go ahead and process your request. Your prorated refund is scheduled for 11/21//2024.  The refund will be returned to the form of payment we have on file ******* 5239). 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: 12/23/2024

    I have repeatedly called the reimbursement **** phone number the past couple of days only to get a recording that someone will call me back.  No one has called me back.  I am not surprised.
  >
  > I have been trying to get my reimbursement check in the amount of $1200 since June 24,2024.  I was told 3 times that my cancellation request was received on 6/24/24 and reimbursement would be made within 60 days.  Well it is now over 180 days and no reimbursement. 
  >
  > I was told in November that they missed the window for check reimbursements which is the 15th of the month, (even though I had been told since September that my check was in the "que" to be paid or that it was "in progress". Finally in November, I was told that everything had been cleared up and I would get a check by Dec 20th. 
  >
  > I submitted a BBB complaint in October and Palisades response was I would be paid by 11/20/24 even though they did not have my cancellation request.  Again that was a lie because Palisades **** told me e 3 times the specific date they received my cancellation request (6/24/24). Another delay tactic. 
  >
  > I have been calling for the past couple of days and unable to contact anyone or get return calls.  I want to make sure a check will be sent to me in the amount of $1200 to my new address: *************************************** (which I have provided several times) by the next window on 12/15/24.
  >
  > Please confirm and provide status of my reimbursement as soon as possible.
  >
  > Thank you
  > ****** *****

  

  Business Response

  Date: 01/02/2025

  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 want to apologize for the delay the file was not handle correctly which has caused the delay we will process you refund 1-3-2025 The refund will be returned to the form of payment we have on file ******* 5239) and the remaining balance will be issued via check to the address we have on file.  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.