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:06/20/2023

  Type:Order 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.

  I received an envelope with the **** logo on it. I open it up to find info in it from Palisades Protection Group. I called and spoke to a rep. I told them that I only wanted a warranty from **** Motor *** The Rep. told that they did warranties for ****. I signed a contract for 4 yrs. contract number CGC28914700 with a down payment of $1,426.00 this was on 7/27/22. Then sometime later I found out that **** Motor *** didn't recognize Palisades *** to sell extended warranties for ****. I sent a handwritten letter to Palisades *** Stating my issues with them, and requested a full refund, at that time Palisades *** had got the remaining balance of the contract cost of $2,474.00. The Rep. said that he put in a request for my refund, and it wouldn't take place until the end of the month. I never received the refund. I have contacted Palisades Company every month since the first call for the refund. I keep getting the same run around. I am seeking your help to get whatever I can or hopefully to get my full refund if it at all possible. Thank you,

• Initial Complaint

  Date:05/15/2023

  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 recently received correspondence from Palisade Protection Group (PPG) via US Mail advising, "This letter is to inform you that the property's home warranty, at ************************ secured by YOUR LENDER may be expiring, or may have already expired." The letter goes on to suggest that, "Our records indicate you HAVE NOT CONTACTED us to get your Home Warranty coverage up to date." The document purports that I am "CUSTOMER ID: **********".PPG appears to be using false and/or misleading statements in its advertising materials. Contrary to PPG's assertion that property "at ************************ secured by your lender...", there is no lender, mortgagee or creditor that secures my property at ****************************; nor have I ever had any such lender or mortgagee for this property. Second, there is no need "to get your home warranty coverage up to date", as I have had no relationship with PPG and do not desire any future relationship with PPG.As a BBB accredited entity, PPG should be encouraged not to send false statements through the US *************** PPG's statement about a lender securing my property is entirely false and I have never had any business relationship with PPG that caused PPG to believe I am customer number, ************ request that the BBB direct PPG to not send me any future unsolicited mailings and remove my name and all data associated with me from the company's databases and not sell or otherwise transfer my data to any other party, including subsidiaries and related parties. I can provide a copy of the "Official Business - FINAL NOTIFICATION" from PPG if needed.Thanks for your assistance!

  

  Business Response

  Date: 05/23/2023

  Thank you for reaching out with your concerns.  Any notifications sent out are designed to do just that -- notify.  We apologize if the notification was not received as we intended.
  
  We have removed this customer from our system and they will not receive any further correspondence from us. While we are sorry we cannot help the customer in protecting their home systems and appliances, we wish them all the best. 

  Customer Answer

  Date: 05/23/2023

  Palisade Protection Group (***) should be encouraged to not send out any false statements in advertising material.  A review of other BBB complaints & responses, shows *** often responds with the phrase, "Any notifications sent out are designed to do just that -- notify.  We apologize if the notification was not received as we intended."; however in this matter, *** used a specifically false statement.  It is not a question of being confused by the wording of the solicitation, instead the actual words used were in fact false.  *** states, "This letter is to inform you that the property's home warranty, secured by YOUR LENDER..."  There is no lender that secures the property, so it is not a question of ***'s attempting to "notify" or that "the notification was not received as we intended" the statement is false.  No false statement should ever be part of an advertising campaign and a BBB accredited business should not later attempt to justify the use, by claiming it was a misunderstanding of the business's attempt to "notify".  If *** simply made a mistake and believed that my property was secured by a lender, it should have admitted to the mistake instead of further misleading the BBB, by repeating the excuse, it was to notify or that the notification was not received as intended. Secondly, I reject the response because it do not specifically address my request that, *** not sell or otherwise transfer my data to any other party, including subsidiaries and related parties.  *** in its response indicated it would remove my data from its database, it did not commit to not selling or otherwise transferring my data to other parties or subsidiaries.  Since, I received the *** solicitation, I have received two other similar mail solicitations from entities attempting to sell home warranty products.  As such, the BBB should ascertain from *** if it has sold or transferred my data to any other party or subsidiary

• Initial Complaint

  Date:05/14/2023

  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.

  Palisade car warranty insurance called and asked if I wanted to renew/buy car warranty insurance. I was scared because they told me I would be in trouble because I wouldn't have it. So I said yes. After I got off the phone with them I called my dealership and they said you still have a lifetime car warranty through **. They said palisade insurance is just a scam. So I called palisade insurance back 30 mins later and cancelled. They said they would return the money to my account because in those 30 minutes they already took the 200 dollars out. I was scared that they took the money out so fast that I went straight to the back and cancelled my card and got a new one. Since they took it from my debit card I figured out they can't direct deposit it back in because I cancelled the old card. So I called a few days after and asked when I was going to get my money back. They said we sent it already back to the card. I told them that was impossible because I had canceled that card. They checked again and found that yes the money was sent back to them because the card was canceled. So they said it should arrive in the mail and we should have it by May 12, 2023. The incident happened around April 14 2023. We still have not received the check and it is now may 14 2023. I would just like my 200 dollars back, and for some type of fine or punishment for them so that this doesn't happen to anyone else.

  

  Business Response

  Date: 05/22/2023

  Thank you for your feedback.
  To clarify, this customer called in response to a mail notification that they received about activating a *************** Contract.  We are sorry that this customer had anything less than a positive experience.
  
  Most dealerships will discourage a customer from purchasing coverage through a 3rd party, not because these coverages are scams, but because the ****************************** earns most of their revenue from service, repairs, and the sell of their own *************** Contracts [as the customer mentioned].  Although it is discouraging to hear that the dealership would mislead the customer to believe the coverage that was purchased is a scam, it makes sense that they would want the customers business for themselves. 
  
  Upon review of the call, the customer gave a verbal recorded authorization/ full consent that they approved the charges to their account for the coverage that was purchased.
  
  We are more than happy to issue a refund when due.  Please be advised that we attempted to return the money the same way the funds were processed, back to the card on file.  Unfortunately, the card on file was cancelled, and we were unable to return the funds this way.  The customer was informed that the refund would be processed on 5/12/23, and that is what has transpired. In an attempt to find a work around we have issued this customer a printed check as a refund and the check was confirmed mailed out as of 5/22/23.
  
  We apologize that we were not able to help keep this customer's vehicle protected, and wish them all the best.

  Customer Answer

  Date: 05/28/2023

  
  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:05/10/2023

  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 3 letters stating that this is the final notification of protection I never had. This is unsolicited and it is deceptive practice. On the bottom of the letter it states that "Not all consumers have previous coverage." My wife also received as many letters as I did which makes 6 letters in one week. I do not want any unsolicited mail. I usually simply throw it out but when it says service requested on the envelope, I have to look at it. I simply want to be taken off their list but with all the scams going on, I do not want to call them. Is there a way this can be done?Thanks,*****************

  

  Business Response

  Date: 05/11/2023

  Thank you for reaching out with your concerns.  Any notifications sent out are designed to do just that -- notify.  We apologize if the notification was not received as we intended.
  
  We have removed this customer from our system and they will not receive any further correspondence from **. While we are sorry we cannot help the customer in protecting their home systems and appliances, we wish them all the best. 

  
  

• Initial Complaint

  Date:04/10/2023

  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.

  I wish to be removed from their mailing list. I have now gotten my third "second attempt". When I tried calling the 888 number on the unsolicited promotional mail, I held for five minutes and was disconnected twice. Please, do not contact me again for any of the warranty divisions of palisade protection group.

  

  Business Response

  Date: 04/11/2023

  Thank you for reaching out with your concerns.  Any notifications sent out are designed to do just that -- notify.  We apologize if the notification was not received as we intended.
  
  We have removed this customer from our system and they will not receive any further correspondence from us. While we are sorry we cannot help the customer in protecting their home systems and appliances, we wish them all the best. 

  
  

  Customer Answer

  Date: 04/12/2023

  
  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 do not want any warranty service, home or auto, from this company.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:03/25/2023

  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.

  In December 2022 they sent me a "Final Notice" to get me to buy into their scam by suggesting I could go into foreclosure if an appliance failed and I didn't have their home warranty protection. Today, 3.25.2023 I got a card in the mail from them reading "Second Attempt" to try once again to convince me to buy into their "home warranty protection' so as to avoid a possible foreclosure if I have a household appliance fail. "Immediate Response Requested" is in large bold letters on the back of the card. These are UNSOLICITED mailings targeting me because I have a reverse mortgage. IT HAS TO STOP!!!!!!! These are unscrupulous, greedy individuals and they must be held accountable. I want my name AND address permanently removed from their data base and mailing list and under no circumstances should it be given, sold, traded or transfered to any other institution.

  

  Business Response

  Date: 04/10/2023

  Thank you for reaching out with your concerns.  Any notifications sent out are designed to do just that -- notify.  We apologize if the notification was not received as we intended.
  
  We have removed this customer from our system and they will not receive any further correspondence from us. While we are sorry we cannot help the customer in protecting their home systems and appliances, we wish them all the best. 

  
  

  Customer Answer

  Date: 04/11/2023

  
  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:03/20/2023

  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.

  Date of the transaction 09/23/21 $195.00 down, monthly payments of $158.67 from 10/23.2021 to8,/23/2022 total of $1745.43,cancel warranty on 9/17/2022 because I got a new car. They promise me ProRata check in six to eight weeks didn't receive one called several times after that just gave me run around,also promise 45% of what I paid in that would be great. Account #***********.

  

  Business Response

  Date: 01/29/2024

  Thank you for reaching out.
  
  Our records indicate that a pro-rata refund check was issued  to this customer on 05/19/2023 in the amount of $989.30.
  
  The check was mailed to the same address the customer has listed on their contact information provided to the BBB.
  If you have any questions , please feel free to contact us, we are happy to assist.
  
  Well wishes and kind regards.

• Initial Complaint

  Date:03/11/2023

  Type:Billing 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 making unauthorized charges to my checking account, I'm requesting an immediate and full refund.

  

  Business Response

  Date: 04/10/2023

  This customer has signed up for our services multiple times.  
  
  On 11/14/2022 this customer contacted our company in response to a notification they received regarding Home Warranty Coverage for her property.  After the initial offering, the customer decided to proceed and purchase coverage for her home systems/ appliances.  Per the client's agreement she was to make 18 scheduled monthly installments to satisfy the 3 year policy she signed up for.  No subsequent payments were ever made to this account as scheduled, and as a result, this customer's account was cancelled due to non-payment on 1/27/2023.  
  
  On March 7, 2023 this same customer contacted us back again stating that she wanted to 'restart her coverage' .  At this time she spoke with a Representative in **************** who explained that because the account was cancelled due to nonpayment she would need to start a new policy with us in order to resume services.  At this time the customer agreed, and made another down payment [$225] to initiate services on a MasterCard provided by her [card ends 9036].  She has now claimed this charge to be unauthorized.
  We would like to be able to assist this customer, but we are unsure what she is looking for.  We are always here to help.  Please contact our **************** Department directly so we can help alleviate any confusion and service this account to the best of our ability. 

• Initial Complaint

  Date:02/16/2023

  Type:Order 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.

  I bought my home a year ago and this company has been harassing me weekly. They send me DEMAND letters sayin my home warranty expired and they try to make you believe its coming from your mortgage company!Ive called numerous time begging to get my name off their mailing list but when I call they laugh and mock me along with threats. Something HAS to be done about these practices.

  

  Business Response

  Date: 04/10/2023

  Thank you for reaching out with your concerns.  Any notifications sent to our customer's are designed to do just that -- notify.  We apologize if the notification was not received as we intended.
  
  We have removed this customer from our system and she will not receive any further correspondence from us. While we are sorry we cannot help the customer in protecting their home systems and appliances, we wish them all the best.  

  Customer Answer

  Date: 04/10/2023

  
  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:02/15/2023

  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.

  Im not an actual paying customer, nor is my wife. Yet this company keeps sending scam-like bills addressed to myself and my wife. We are on a do not contact list and have requested they stop sending them numerous times in phone calls. The mail we get from them is under the guise of official business from our bank, which after a second glance, is really just their deceptive way to trick you into getting their products. I wish they would stop sending us their mail, and Im looking into legal options to make that happen.

  

  Business Response

  Date: 04/10/2023

  Thank you for voicing your concerns.  We apologize if your notice caused any confusion.  These are notifications regarding Home Warranty coverage, and in no way, shape, or form, do they pose themselves as bills.  To add to that point, a bill would indicate that there is a balance due, or amount owed, neither of which are on the notification that the customer is referencing. 

  Nonetheless, we have removed this individual from our system so they will receive no further correspondence from us.  While we are sorry that we were not able to help this customer protect their home systems and appliances, we wish them all the best.