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:08/13/2024

  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.

  I'm here because Palisade Protection Group has repeatedly lied to me about the date I'd receive the refund I requested. I was told I'd receive the refund within 6 - 8 weeks after they received the request. Bizarrely I've waited over 105 days and counting. The company no longer even has the decency to answer my phone calls, but before they started ignoring me, each week I called them they promised I'd receive the refund that Friday or the following Monday "That it would arrive any second now" It's been a harsh ****** to learn, especially since I purchased this warranty for my first car. I hadn't yet learned the extent to which manipulative businesses would lie in-order to keep money that doesn't belong to them. I'm pretty sure this naivety is what they rely on to exploit their unfortunate customers. I'm leaving this review, so that maybe someone like me reads it and decides against giving the money they worked so hard for to a manipulative business who will simply hold it hostage. Good luck!

  

  Business Response

  Date: 10/30/2024

  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 10/30/2024.  The refund will be returned to the form of payment we have on file ******* 7895) 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. 

• Initial Complaint

  Date:06/22/2024

  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 worked for this company for 3 weeks in that time I was told to lie to customers. They send out fake notifications telling people there warranty has expired most cases untrue. They **** them in with really high down payments and offering Trash policeys. Stay clear *************************** the owner keeps your money and will belittle you for trying to get what your owed. Also on the home warranty issue they tell poor senior citizens that I'd they don't get a home warranty the bank will pull there loan they go after the elderly and people on ssi

  

  Business Response

  Date: 06/24/2024

  We request that this complaint be immediately removed.  This is not a true complaint and is nothing more than a disgruntled previous employee slandering the company based on their inability to maintain gainful employment.  
  
  Thank you for your prompt attention to this matter. 

• Initial Complaint

  Date:05/28/2024

  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.

  This company sold my 82 year old mother an extended warranty on a 2019 ***** cruise that she bought brand new with an extended warranty from GM the car only has ****** miles on it. When we called to cancel I requested a refund and was told to send in a official odometer reading from the dealership and we did 3 weeks ago. I requested a paper check be sent to her address for we had to close her bank account due to fraud. We have not heard or received anything yet and now I can't even find a valid phone number. So frustrating

  

  Business Response

  Date: 06/20/2024

  Thank you for reaching out regarding your concerns.  We are sorry that you are having trouble getting a hold of us.  It appears per the complaint that we were in fact in contact with you and your mother regarding the account in question so it is definitely strange that you have not been able to reach us.  Nonetheless we have reviewed the account and confirmed that we have received the required Letter of Cancellation and will proceed with issuing the pro rated refund.  The amount owed will be issued by next Friday, June 28, 2024 and will be issued to the address we have on file for her:
  
  *****************
  ******, *******;15061
  
  We hope this resolves any questions or concerns.  Should you have any further questions or concerns, please feel free to contact our Customer Support Team directly at ************.  Thank you again, and we wish you all the best in the future. 
  

• Initial Complaint

  Date:05/07/2024

  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.

  I bought a extended warranty on my Truck 8/28/2021 Its a 2018 F150 and had about ****** miles on it.I paid in full with one payment of ******** The Truck Transmission went out at ****** **** warranty was only good for ****** miles so thay would not cover the cost of ******** so I filled a clam #***** with them and was denied for a TSB ***************** ****** put out buy ****. I made several calls to them trying to get some financial help and got nothing but a hassle. So on 2/22/24 I sent them a Registered letter canceling my policy that I paid in full for. After that I called on 3/6/24 and was told that it will *********** to 8 weeks for a refund on the policy called again on 5/6/24 and they said 6 to 8 weeks more called today on 7/7/24 Still not getting anywhere and still no refund..I'm not sure even how much thay owe me or how to figure it out..I asked for a full refund.

  

  Business Response

  Date: 06/22/2024

  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 is scheduled for 7/5/2024.  The refund will be returned to the form of payment we have on file ******* 6084) 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: 06/22/2024

  Palisade protection Group  Has not made any attempt to refund my money.

   This company should not even exist it's total fraud and I want my money back.

  

  Business Response

  Date: 06/24/2024

  Thank you for reaching out.  We are sorry to hear that is how you feel, but we will still be proceeding with the refunded as indicated in the previous response.  Outside of processing the refund, we are not sure what other resolution you may be looking for, but we are happy to help if there is something further we can do. We wish you all the best in the future. 

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising 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 paid a down payment for a policy on April 25th, 2024 the lady I spoke with *********************** was supposed to email all of my information, that never happened. All I received was a confirmation number over the phone from her now the number I was calling doesnt take me to anyone. Im trying to cancel this policy. I think this is all a scam now.

  

  Business Response

  Date: 06/22/2024

  ****************.  Thank you for reaching out with your concerns.  We are always here to assist and pride ourselves on the customer experience.  After further review of your account it appears that since this message we have spoken with you and had an opportunity review the coverage and answer the questions that you may have had.  Should you require any further assistance please feel free to reach back out to our *************************** at ************ and we are more than happy to help.  

• Initial Complaint

  Date:04/14/2024

  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.

  On 4 April 2024, my elderly mother received a bright pink flyer in her snail mail. The mailer wrote with the utmost urgency, saying that she had to act fast or her service warranty contract on her car was going to be canceled or expire. My mother did purchase a used car from a ****** dealer in **** the year before, but that car came with a seven year warranty. Here we are only one year later and Palisades protection group Was trying to get her to pay $4500 for a renewed service warranty. She called the number and they preyed upon her fear and vulnerability and confusion, selling her a service that she didnt need. They said they needed 295 that very day and the rest of the money within 10 days. She said she needed to check it out with her son, but paid the 295 over the phone using her debit card. when I got wind of this, I called them and asked for a refund and to cancel the service which was completely a duplicate of something she already has. They mustve gotten her name and number and age from a public list about people who had purchased cars in the last year.The man was very rude, gaslighting us, saying that there was nothing manipulative about their practice, and that my mom agreed to purchase the service and so she needs to cancel it. I got her on the phone, and he continued to gaslight us saying we would be sorry if we canceled it and she legitimately needs it Even though I reassured him several times that we already had a multi year warranty from the dealer. I asked for a refund of 295 and to cancel. He kept smooth talking and stonewalling and gaslighting and never agreed to issue a refund. Finally, I said mom lets just hang up on him and we will file a dispute through your bank and also with the better business Bureau. Its so disappointing that people are out there. Preying upon our elderly. Any help with this matter would be much appreciated. Any advice you have on how to keep her safe will also be appreciated.

  

  Business Response

  Date: 06/20/2024

  Thank you for reaching out with your concerns.  Our customer experience is always of the utmost priority, and we are sorry to hear that you did not have a positive one.  After further reviewing the account we have determined that there is no refund due as this customer has disputed the transaction directly through their bank.  While we are sorry that we are unable to help them keep the vehicle covered, we wish them all the best in the future.

  Customer Answer

  Date: 06/23/2024

  Why should our bank, **************, be responsible for absorbing the cost of your scam? Why didnt you refund the money yourself instead of passing the obligation on to **************? In your response, you say something about you were just trying to help continue the protection service. We had no arrangement with you. You were not continuing any service. You were soliciting new business in a deceptive manner. 
  Shame on you and yours. This was a predatory practice aimed at an elderly woman. 

  if you had any integrity as an organization, you wouldve refunded us. There is still an opportunity for you to refund the bank, called greater Nevada, who allowed us to dispute the charge and who covered it as a loss on their own expense.

   

   

   

  

  Business Response

  Date: 08/01/2024

  We are kindly requesting that this complaint be closed at this point.  There is absolutely nothing further that can be done on our end.  The customer is not understanding the process of a disputed transaction and this complaint is continuing as a result.  To clarify, when your customer charges back a transaction, the funds are taken from the company and paid back forcibly by the bank.  This customer has the misconception the their bank covered any amount of anything which is plain and simply incorrect.  Again, the funds were taken from Palisade and provided back to the customer.  There is no further refund to be issued.
  
  We wish there were more that we could do by way of refunding, but since the transaction has been charged back there is nothing left to refund.  Any monies provided by the customer to the company for the program have already been returned.
  
  We wish them all the best. 

   

• Initial Complaint

  Date:04/12/2024

  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.

  Purchased an extended warranty for our car in June 2021 that ran through July 2024. In August 2023 sold the car. Mailed the company a notarized letter notifying them and asking for a refund of the remaining funds. In numerous conversations with their staff they acknowledge owing us $777, but despite numerous promises they've not sent the check. I have written several times, no response. Now their phones go unanswered.

  

  Business Response

  Date: 06/22/2024

  Thank you for reaching out with your concerns.  The customer experience is our number one priority and we are sorry about the delay in the prorated refund.  After further review of your account it appears that your Letter of Cancellation has in fact been received and processed,  The prorated refund in question has been scheduled for return on 6/28/20244 to the form of payment on file (MasterCard - 6581).  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:03/31/2024

  Type:Customer Service 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 recently canceled two separate car warranties with Palisades Protection Company, for which I am due a refund. Despite my repeated attempts to contact the company, they have failed to respond to my refund request. As per the terms of the service contracts, I have two full years of coverage remaining and wish to receive a refund for the unused portion. The policy numbers are HWG154728 and MSC346010480, for a 2010 ****** Tundra 4x4 Quad Cab SR5 TRD and a 2011 Buick Regal CXL turbo, respectively.I simply want my money back. There's no other acceptable outcome. I don't want service, I don't want justifications I just want my appropriate refund which is around $4200.

  

  Business Response

  Date: 06/22/2024

  ***********.  Thank you for reaching out with your concerns.  While we are sorry to see you leave as a customer we are always happy to assist in any way that we s=can.  The customer service experience is amongst our top priorities.  After further review of your account we have processed both cancellations and will be issuing the prorated refunds due on each account as of 7/5/2024.  The down payments will be returned to the respective cards that we have on file (AMX and Disc) and the remaining balances will be sent via check to the address we have on file.  Should you have any further questions or concerns please feel free to reach out to our *************************** directly at ************.  We wish you all the best in the future. 

• Initial Complaint

  Date:02/26/2024

  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.

  2/26/24 I took a home warranty out with them they drafted ****** about 1 hr later I called and cancelled. Instead I reverse the draft I keep hearing from them about other bad rating companies to look on here and see they are no better. I hope they refund me today and do not draft anything. Maybe Ias a 88 year old I won't be taken advantage of. I was told it's it cancelled but nothing about the money they took today Cc: FTC

  

  Business Response

  Date: 02/27/2024

  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 home protected and wish them all the best in the future. 
  

   

• Initial Complaint

  Date:02/16/2024

  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.

  Palisade protection group ************************************************************************************* Extended car warranty not being honor in a timely matter My contract #*********** My Vin#***************** My car in currently being held at Homewood Cheverlet **************************************************************** My complaint is lack of communication, not being processed in a timely manner and totally being disrespected on the phone, my car is a 2016 ***** Malibu purchase at ******** and serviced at ****************** with very low mileage at ******. There is no communication between the 2 company. I would appreciate your assistance in expediting this matter, my car has been held since 1/15/2024 to 2/15/2024 at ****************** in *********I have rented a car from enterprise for the amount time they had my car.I like to have communication when they are going repair my car. My monthly premium $170.00 auto pay. My purchase date of contract started Dec 7, 2022.I appreciate your help with matter.Thank you *********************

  

  Business Response

  Date: 02/20/2024

  Thank you for reaching out with your concerns.
  
  First and foremost, we want to apologize for the situation at hand. Breakdowns and repairs are never fun to deal with, and we certainly understand the importance of getting your vehicle back on the road. 
  We don't have any record that we have spoken to you about this matter but would definitely like to get you some assistance with this claim and to expedite the process! 
  
  Please contact our *************************** directly at ************ and we are more than happy to help.
  
  
  
  

  Customer Answer

  Date: 02/22/2024

  ************************* owns the contract with this company ******* is my husband. They spoke to my husband. I can put the complaint in his name *************************. I would like to move forward with this complaint. Ask this company to look up his name. Please check the contract number. The ***** Malibu is my car the contract is in my husband name he also agree with this complaint 

   

  Thank you

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

  *************************;

   

   

   

  

  Business Response

  Date: 08/01/2024

  Thank you for reaching out with your concerns.
  
  Again, we want to apologize for the situation at hand. Breakdowns and repairs are tough -- we get it!  In our business we certainly understand the importance of getting your vehicle back on the road. 
  As we stated in our last response, we don't have any record that we have spoken to you (or your husband) about this matter.  We are here to be of service if you require any further assistance submitting your claim for repair.
  
  Please contact our *************************** directly at ************ and we are more than happy to help.