Complaints

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

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• 

  Proguard Warranty

  407 Mcalpine St Avoca, PA 18641-1132

  
• 

  Proguard Warranty, Inc.

  155 Office Plaza Dr Ste A Tallahassee, FL 32301-2844

• 

  Proguard Warranty

  PO Box 1337 Pittston, PA 18640-5307

  

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:08/22/2025

  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.

  Purchased a warranty with this supposed company. Where it says electronic components in transmission are covered. A component was actually recalled in the transmission by ****. Unfortunately, the truck is out of service date for this, but was told should be covered under the stipulations of my service contract. Brought vehicle to transmission shop. Had truck diagnosed, shop contacted this wonderful company to be told that on a technicality the repair would not be covered. According to the company, its a wire connection thats being replaced. When what is actually being replaced is a bank that all of the solenoids that control the transmission shifting plug into. This part called a lead frame causes the vehicle to go at highway speeds or any speed directly into first gear, causing the rear wheels to lock up and in worst case scenario the vehicles flip NHTSA has made **** recall the vehicles for this, but again my truck is now out of somehow the recall timeframe

  

  Business Response

  Date: 09/15/2025

  Our records indicate a claim was initiated on 8/22/25 for Lead Frame repair.  This component is not covered by the terms of the service contract.  

  While we regret that Mr. ******* is not satisfied with the outcome of his claim, we remain confident that his claim was handled fairly in accordance with the terms of the service contract.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle broke down around May 2nd. Called Proguard, my warranty company. I was trying to inquire about any limitations to my coverage. I was told I bought thier best plan and would be covered at any repair facility and would likely only need to pay state taxes. After getting the vehicle to the **** dealership in ******, ** I was informed that they will only cover 150 per hour for service fees. **** charges 220 per hour. I then called to have it towed to *********** repair shop in *******, **. I was told that the *** to that shop isn't covered because they consider it a covienence tow. I was repeatedly told getting the shop paid would be as simple as the shop calling in to get paid over the phone. I was not told they need to be in constant communication with the mechanic. After the job was completed the shop called to get paid and has not. I was told that I violated contract by not having the shop call them before doing work. I understand it may be in the fine print, but seeing as I called Proguard from the beginning to inquire about limitations to the contract I feel they had a duty to inform me of limitations as well as the process. I feel I was lied to and deceived.

  

  Business Response

  Date: 08/01/2025

  Our records indicate that repairs were completed without prior authorization. The service contract clearly states prior authorization is required. While we regret that the customer is not satisfied with his experience, we are confident that his claim was handled fairly, in accordance with the terms of the service contract. We encourage the customer to contact us directly, prior to repair, if the covered vehicle experiences another failure during the term of the contract.

  Regards,

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

• Initial Complaint

  Date:07/03/2025

  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.

  I purchased the ProGuard 4 extended warranty through a licensed dealer when I bought my 2018 Buick Encore. This warranty is advertised to cover major powertrain components. Recently, my vehicle was taken to the shop for a cracked coolant tank and a leaking water outletboth related to the engine cooling system, which is a core component of the powertrain.ProGuard approved the coolant tank repair but denied coverage for the water outlet, even though both failures are connected and stem from the same system. When I called the dealerships certified technician, they explicitly stated that the water outlet failure was not wear and tear, but a mechanical failure, and should be covered under the terms of the warranty.This is now the second time Ive had to pay out of pocket for repairs that I believed were covered. Previously, the air conditioning system was denied as well costing me over $800 to repair. I purchased this warranty in good faith with the expectation that powertrain-related issues would be handled without repeated exclusions of key components.

  Customer Answer

  Date: 07/03/2025

  This was my email to the adjuster who said they werent covering the part. 
  

  I am writing to formally rebut the denial of coverage for the water outlet, as it is directly related to the same system failure that led to the approved repair for the coolant tank. Both components are part of the engines cooling system, which affects the powertrain, a category clearly included under the ProGuard 4 Powertrain Plus and Standard coverage levels.
  
  
  Additionally, the dealerships certified technician confirmed that this issue is not due to wear and tear, but a mechanical failure. While the water outlet may not be explicitly named in the component list, it serves a critical function similar to the covered thermostat and water pump, managing coolant flow and engine temperature. Denying coverage on the basis of omission, despite its integral role, appears inconsistent with the intent of the plan.
  
  
  In light of this, I am respectfully requesting that this matter be escalated to a supervisor or claims manager for further review.
  
  
  I have also filed a formal complaint with the Better Business Bureau and will be pursuing additional escalation channels if necessary, including the PA ******************************************** and the PA ***********************, to ensure that this claim receives fair and transparent consideration.

  Customer Answer

  Date: 07/09/2025

  Good morning,

   

  id like to remove my complaint as *** reached an agreement with the business. I do not wish to continue to negatively impact the business. 

• Initial Complaint

  Date:06/26/2025

  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.

  June 23, 2025 My car had an issue covered under the warranty and it was taken to my mechanic. Left several messages to file a claim before finally reaching someone. They said it would require an adjuster. I waited two days before adjuster to come out, lost two days of pay, with the company telling me they will not cover a rental until the adjuster finishes report. Its not June 26 and the warranty company calls and says the work is covered but my mechanic is too expensive so it has to be moved to another shop, looked at again but another adjuster, and Im out a car for another couple of days. My warranty says Im entitled to rental car but even though this delay is on them, they wont start the clock until the car is actually being worked on. They are the ones causing the delays. So Im out a week of work while they play games and dont honor their end of the warranty.

  

  Business Response

  Date: 08/04/2025

  Our records indicate that rental charges were reimbursed.  If the customer feels the reimbursement was not satisfactory, we recommend he reach out to ProGuards claims manager, ***** ***.
  
  Thanks for your time,
  
  ******

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle in December 2024, it recently started overheating I took to dealership, results are it needs a new engine as well as some other parts. The warranty covers it however proguard warranty is taking extended amount of time to resolve. It is next to impossible for myself or the dealership where my vehicle is located to get ahold of the adjuster, his name is ***** his extension is 163 off of the proguard number of ************. My vehicle has been at dealership for over a month now and nothing has been done other than the diagnosis the dealership did and Proguard sent an adjuster out to inspect it because they do not feel it needs new engine however it does. They are trying to get out of paying for the engine and only want to do certain parts.

  

  Business Response

  Date: 06/17/2025

  Our records indicate that a claim was initiated on 5/15/25.  ProGuard requested an estimate from repair facility on several occasions but did not receive estimate.  ProGuard contacted repair facility on 6/12/25 and offered to send engine for replacement.  Repair facility agreed, and engine was ordered and has been shipped.  We have communicated with customer throughout the claim process to ensure she is aware of circumstances.  Please feel free to contact us if you have any additional questions or concerns. 

• Initial Complaint

  Date:04/28/2025

  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.

  I've been trying to contact an adjustor at ProGuard Warranty. I called ProGuard numerous times and they redirected my call to an adjustor's voicemail. I initially contacted ProGuard because I purchased a warranty through financing my vehicle, and my car was leaking oil within a week of being purchased. Pristine ************** based in ********, is not the car dealership I bought the vehicle from, but a car dealership that ProGuard told me to drop off my car at so they can do an inspection, then do repairs through them. It has been about a week since I dropped off my car, and I'm beginning to feel frustrated that no one is ******* this. I have had to take Ubers when a family member hasn't been able to assist me, so it is urgent for me to get my car back repaired soon.

  

  Business Response

  Date: 05/06/2025

  Our records indicate this claim was approved on 4/28 and invoice was received on 5/2.  We believe this claim was handled in a timely fashion.  Thank you for your time.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a **** Wrangler ******************************** ************** **. They talked me into a warranty and then they talked me in 2 to step Warranty for three years and it covers just about bumper-to-bumper on everything And I got a $100 deductible for each occurrence and thats all I had to pay. they said, they also told me that I could anywhere. I I looked into this matter for call the company and some information They gave me my third phone call a list of places took this so I got five of them and on each oneI called three of them were garages they only except Proguard if they are the ones that sold the card, the other two told me that Proguard him a hard time and that most likely Id end up paying for a majority of the whatever whatever was broken so which worries me is I asked about the hundred dollar deductible. They said that doesnt come in consideration because they dont care they want to be paid their services so I started calling Proguard and asking for my money given the runaround asking for a supervisor on hold for a half hour onhold for another half hour try calling again got some attitude a couple times then finally I called again and they told me that the warranty it is 30 days and theyre not giving me my money back. I was very upset. I asked for my money back again over it and over again as for the owner didnt get them finally I called Keystone auto asked them why they would tell me that all the stuff was covered and itisnt and plus $100 deductible. Proguard wont pay which Im filing with both companies ******** auto **************************** for not stepping All I want is my money back since they arent in compliance with the contract and neither isthe way they sold me the contract misleading me and then actually lying to me and I have a witness plus I have documentation of all things that they have sent to me in the emails and what they have said to me while talking

  

  Business Response

  Date: 03/28/2025

  We contacted the customer directly and believe her concerns are satisfied.

• Initial Complaint

  Date:03/12/2025

  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 1/9/2025, I purchased a vehicle from ******************. As a part of the sale, an extended warranty was included in the purchase. On 2/24/2025, I took my vehicle to a local repair shop to request repairs. I was informed by ****************** that my repairs would be covered under warranty. I was contacted today by ***** ******* Auto and Tire of ************, that the warranty company refuses to complete any of the listed repairs.

  

  Business Response

  Date: 03/19/2025

  Our records indicate the repair facility determined the component requiring repair was related to the **** which is not a covered component.  All covered components are clearly stated in the terms of the service contract.

  Customer Answer

  Date: 03/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23058785
  
  I am rejecting this response because:
  I am rejecting the claim made by the company. I feel that ProGuard Warranty is not transparent about its policies and procedures, making it difficult to understand how claims are processed and why they might be denied. The company takes the point of view that a part that is not covered is the causation of a defective part that is covered. This stance reduces the ability of any consumer to have any repairs covered through use of tactics that make it difficult to file a claim. Considering this is my first claim and I am not happy, I would rather have the fee that was paid to them refunded in full.
  
  
  
  Regards,
  
  Ean *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  Procured warranty is a 3rd party vendor that sold me a gap warranty through the dealer where the car was purchased. The vehicle was stolen December 2024. As of date, Proguard warranty HAS REFUSED TO PRocess the *** CLAIM in the amount of $1805. This amount was provided to them in a payoff letter sent to them in Feb 2025. The lien holder advised they spoke to ***** who advised it will take 8 weeks. THIS IS UNACCEPTABLE FOR ME TO CONTINUE YO PAY A VEHICLE THAT I HAVE BEEN PAYING SINCE IT WAS STOLEN. Had Proguard not denied the claim initially, this payment would have been processed. I am not in a position to continue to pay the lienholder payments while waiting on Proguard to send them the check. If I have to make another payment, I will take PROGUARD TO SMALL CLAIMS COURT ON A REFUSAL TO HONOR A CONTRACT! I have til March 12 to make another vehicle payment while waiting on Proguard.

  

  Business Response

  Date: 03/19/2025

  We have contacted the customer directly.  Our records indicate this claim was processed.  If the customer has any further concerns, we encourage him to contact us directly.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty from ProGuard Warranty for my 2013 Tesla ******************* (P85) to specifically cover major EV components, including the high-voltage (HV) battery. I paid approximately $5,200 for this warranty with the expectation that it would provide coverage as stated in their policy.I have successfully filed two prior claims under this warranty:Drive Unit Replacement (2024): ProGuard approved and covered this claim.Bearing Replacement: ProGuard only covered $1,200 of the $1,700 cost from *********, I need to replace my High Voltage battery, which costs $16,000 from *****. ProGuard Warranty is refusing to cover the full amount, stating that my car's value is only $12,000 according to ****** and they will only pay approximately $2,800 toward the repair.Why This Is ******************** Unlawful 1. Violation of Georgia Consumer Protection Laws Under Georgias Fair Business Practices Act (O.C.G.A. 10-1-390 et seq.), businesses cannot engage in deceptive practices. ProGuard never disclosed that previous claims would be subtracted from my vehicles Carfax value to determine future claim payments. This is an arbitrary and misleading policy that was not included in my contract.2. Violation of the ********-**** Warranty Act (15 U.S.C. 2301 et seq.)This federal law prohibits warranty companies from misleading consumers and denying valid claims using undisclosed, arbitrary limitations. Since my warranty explicitly covers EV high-voltage batteries, ProGuard cannot simply create valuation restrictions to avoid paying legitimate claims.3. Arbitrary and Misleading Vehicle Valuation ProGuard claims my vehicle is only worth $12,000, despite the fact that my Tesla Model S P85, with a newly replaced drive unit under Teslas 4-year warranty, is worth closer to $22,000.ProGuards claim valuation process was never disclosed in the policy contract and is being used unfairly to avoid paying a legitimate claim.

  

  Business Response

  Date: 03/10/2025

  We communicated with the customer directly and believe his concerns have been satisfied.