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:02/11/2025

  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.

  I got in an accident The last week of November 2024 and reported it to my insurance. My insurance and my lien holder and my ******************** were all made aware of this incident. My lien holder and *** said they would communicate to get this claim handled and paid out. Over many weeks *** has not provided assistance in getting my claim handled. My insurance has already paid my lien holder and now they are just waiting on Gap. *** said they didn't even start to process my claim until January 6th of 2025. My loan through my lien holder has now gone to collections bringing my credit down over a claim that should have been handled. Whenever you call them they say because it is a total loss you have to email them but when you email them they just send you an automated email. I have been patient but they are not taking my claim seriously and i need this handled.

  

  Business Response

  Date: 02/28/2025

  Our records indicate this claim has been fully processed.  If your account does not reflect waiver of the *** amount, please reach out to us as soon as possible at ************.

• Initial Complaint

  Date:01/16/2025

  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.

  2017 Chevrolet Corvette purchased on 3-1-24 along with an extended powertrain plus warranty from Proguard both sold by ************* Sales, salesperson Amid. Amid assured me that when I purchased the warranty, the car would be fully covered under the powertrain warranty if any issues should occur regardless, to any aftermarket parts that were installed prior to my purchase of the vehicle. On 12-2-24, I took my car to Mayhem Motorsports because the car was not running as smooth as it was, would cut off when making sharp turns and hesitating while driving. On 1-6-25, Mayhem informed me that Proguard had never responded to their request for warranty services. 1-9-25, Mayhem contacted me and said the adjuster came to the shop and looked at the work that would be required to repair the vehicle. 1-10-25, Employee ****, contacted me from Proguard and informed me that the underwriter said the warranty was null and void due to aftermarket parts, longtube headers and harmonic balancer. **** said the underwriter will not honor the warranty due to "after market parts that are related to the issue." I asked to speak with a supervisor and was redirected to whom he said was his supervisor, Claims Adjuster/Examiner, ***** *******. ******* basically repeated the same thing **** said and told me to refer to my warranty and then rudely hung up the phone while I was trying to gain additional clarification from him. I have not had any parts installed in the vehicle since I purchased the car. I only had the vehicle serviced at Chevrolet ********* and they installed a new battery and performed oil changes.Manager and Mechanic, *****, who informed me that the aftermarket parts that Proguard is referring to is not associated with the issue and that the vehicle's camshaft and lifters is what needs to be replaced. Resolution I am seeking is for Proguard to pay for the repairs.

  

  Business Response

  Date: 02/06/2025

  The customer's vehicle was inspected after claim was initiated.  The inspector determined that aftermarket parts, including headers, had been installed on the customer's vehicle.  The service contract specifically excludes "any mechanical breakdown that or Failure that occurs to or results from non-standard (any component not installed by the original manufacturer)...including but not limited to the use of oversized tires, installation of header pipes, Vehicles lifted above six (6) inches."  As a result, the customer's claim was not approved.

  Customer Answer

  Date: 02/10/2025

  [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 
   Complaint: 22819771
  
  I am rejecting this response because:
  I purchased this vehicle from the dealership with aftermarket parts already installed without my knowledge along with the warranty from Proguard. Why would the company accept my money for the warranty when the parts were already installed in the car before I purchased the vehicle. Subsequently, the mechanic told me that the aftermarket parts that Proguard is referring to does not have anything to do with the mechanical issues that were reviewed. So how is it that warranty services will not be honored. 
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  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 purchased the ProGuard Level 3 warranty. As recommended. It is bumper to bumper. Covers engine and transmission. ***. My car has been to the shop 3 separate times for warranty work that is stated covered under warranty. All 3 times has been denied warranty coverage and have paid out of pocket. There is always some excuse as to why they will not pay for anything. On top of that you are always out of a car for days, but usually weeks on end, trying to even get a hold of their warranty department to get any communication.

  

  Business Response

  Date: 01/24/2025

  Our records indicate the customer's most recent claim for flywheel has been approved and reimbursement has been issued.  We believe all claims have been handled fairly, in accordance with the terms of the service contract.

• Initial Complaint

  Date:11/11/2024

  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.

  i purchased this warranty 5/10/2023, i called on or about 9/26/2024 about needing a head gasket. they gave me a list of repair shops they deal with in my area. out of the 3, only one said they did those type of repairs. brought my car to that shop. i called the shop and they said they were waiting on the proguard to send there own mechanic to look. i called back the next, the repair place said they felt the engine should be change. proguard disagreed. this went on for the next 2 weeks. no one contacted me about what was going on. i had to go up to the shop and find out, i called proguard while at the shop, the agent claims no one was getting back to him when he called. then my options turn to either find another shop, or they would give me $ towards a new engine. i chose to go to another shop. now my car has been at this shop for another 2 weeks. received a message from mechanic today 11/11/2024 stating care will be ready and they still have received payment, and will not release my car until. i called back progurard they still haven't sent the check, the mechanic will not take a credit card over the phone. the proguard agent refused to give me his supervisor information.

  

  Business Response

  Date: 11/23/2024

  Our records indicate the repair facility refused credit card payment via telephone.  Therefore, payment was made by check which required mailing time.  ProGuard released payment by mailing a check to the repair facility immediately upon receipt of the invoice.  While we understand the customer's frustration, we remain confident that the claim was processed as swiftly as possible considering the circumstances.

• Initial Complaint

  Date:11/10/2024

  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.

  My car was deemed a total loss due to a car accident that I was deemed not at fault. At this time I have received payment from insurance claim. However, when I tried to get my gap claim filed I was emailed document I was supposed to send in. I have sent in document and have not received any emails or calls from this gap claim. Whenever I call no one answers my calls and I am left on hold for hours. This gap claim was filed in June of 2024.

  

  Business Response

  Date: 11/15/2024

  We contacted the customer directly to discuss claim requirements.  All necessary documents have now been received and the claim is processing.

• Initial Complaint

  Date:10/15/2024

  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.

  Paid for a warranty through car dealer with pro guard. Ended up with engine issues that were, and I quote from a reputable repair dealer, standard routine warranty work. Pro guard said it doesnt cover the work, leaving me out $3000 in damages.. on top of the near $1700 I spent on the warranty. I have tried to cancel the remaining warranty which as stated by the dealer, is pro rated cancellation. Proguard stated I cant cancel after 30 days even though originally I was told I can for a prorated about. Im locked in at 36 months/40,000 miles.Trying to cancel both parties not being helpful. Do NOT buy this warranty. Im about $4,000 out and want a pro rated cancellation. Add in the dealer only gave me one piece of paper of the warranty. Do not recommend.

  

  Business Response

  Date: 11/06/2024

  Our records indicate this contract has been cancelled and a refund will be issued.

  Customer Answer

  Date: 11/18/2024

  I havent received a refund of any kind from this company.
  

  thank you for looking into this 

  

  Business Response

  Date: 12/05/2024

  Our records indicate the refund was issued several days ago.  If you have still not received the refund, please call ***** ***** at ****************** for more information.

• Initial Complaint

  Date:09/10/2024

  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.

  Paid for Provided 3 protection and have attempted to file two separate claims to fix critical engine parts, and the service was denied. I am out $2500 for the warranty, $1800 in repairs, and $450 in rental vehicle while my truck was down. What is the point of the warranty when they deny even CRITICAL COMPONENTS THAT THE ENGINE CANNOT RUN WITHOUT

  

  Business Response

  Date: 09/17/2024

  Page 2 of the contract clearly indicates which components are covered.  Our records indicate the customer's most recent claim was processed and approved.  We look forward to providing the customer with continued value during the term of his contract.

• Initial Complaint

  Date:09/08/2024

  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 have been trying to reach this company for months!! The dealer that sold this to me gave me absolutely no information about this warranty company So not answering their phone is a big red flag for me!! I couldn't get a claim to them. I don't even know what's covered. I am completely in the dark about this company and the longer it takes to reach someone, the more the bad feeling grows! I need to make this claim!!

  Customer Answer

  Date: 09/09/2024

  Thank you.  I can't confirm any calls, texts or emails on my cell phone because ******* has rendered my cell useless from their update of Aug 24, 2024.

  I really hope you receive this communication. 

   

  I am playing phone tag with a *** from proguard. We'll see where it goes....

  

  Business Response

  Date: 09/17/2024

  Our phone records indicate this customer contacted our customer service line 3 times, and each time a representative spoke to her.  In addition, we completed two outgoing calls with voicemail left for customer prior to the date of this complaint.  After this complaint, we again contacted the customer and left a voicemail.  We encourage the customer to contact us soon.

• Initial Complaint

  Date:08/28/2024

  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.

  My car was towed to a car shop around August 15th to be serviced for an engine replacement. Proguard warranty is the company I use so I called them and they told me what shop I should take it to. After the car arrived the workers called proguard, proguard called me a few days later to get the claim approved. Proguard then delayed the claim, and sent an inspector in to check the car and told the car shop they will come August 23rd, they then said August 26th, but in fact they didn't come until August 27th. I've been calling the company and had got hung up on today by someone who works in the claim department, she sounds like a young Hispanic lady, also now my calls **** get answered at all and I need my car to co tinge working.

  

  Business Response

  Date: 09/16/2024

  We contacted the customer directly to discuss the claim, and we believe his concerns are resolved.

• Initial Complaint

  Date:07/30/2024

  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.

  Proguard is refusing to refund me my money. They have directed me to the dealership in which I purchased the vehicle from the dealership Route 512 Auto Sales in ********, ** is indicating that he will not submit a cancellation to the warranty company as the vehicle has not been in an accident nor has it been reposed by the bank. The dealership and I have no contractual agreement regarding in further business once the vehicle left his shop. My vehicle has had major items that needed servicing after I drove my car. Since the vehicle was sitting for months; due to me driving my companies car back and forth to work. I had no need to drive the new car. Once driven with in a 4 to 5 month time; the vehicle had a major exhaust issue that would not pass inspection; which cost me near $2,000.00 that the warranty said they do not cover. Now the vehicles AC need a compressor another $2,000.00 in which the warranty does not cover. I have been getting the run around between warranty and seller. I am asking for a third parties intervention in obtaining my refund back. As the warranty does not cover anything and I can utilize the money to fix my vehicle; out of pocket. I believe this is a scam to say the least.....

  

  Business Response

  Date: 08/12/2024

  ProGuards cancellation policy is clearly set forth in Section 7. CANCELLATIONS/REFUNDS. Every service contract may be cancelled for a full refund within 30 days of purchase. However as stated in Section 7.D., after 30 days, the contract may only be cancelled if the covered vehicle has been declared a total loss, stolen or repossessed. 
  
  While we regret ****************** is not fully satisfied, we remain confident that her requests have been processed within the terms of the service contract.  Considering the term of the service contract is 36 months or ****** miles, we look forward to providing ****************** with outstanding customer service and value for the remainder of the contracts term.

  Customer Answer

  Date: 10/14/2024

  I have left a vm msg with the CM on the case and  have not recieved a call back.  Can someone please contact me and address this issue?  I'd like to conclude my case as the statue of limitation seems to be coming up. This business refuses to refund me my money.  I have been consistently requesting since 2023.. in the time period for a refund! Please contact me asap to address this matter - ***********. 

  Thank you for your attention to this!

  Regards,

  ****

   

  Customer Answer

  Date: 10/31/2024

  Good Morning,
  
  Please note this has been an ongoing request since inception of purchase of the vehicle.  
  
  This is tied into my loan, upon documentation review from the start I requested refund of cancellation!
  
  I did approach "Route 512" , where the vehicle was purchased from, to no avail. Owner of said company refused to refund my money, and or submit request to do so!
  
  My position is still the same I have even had an attorney write a letter for refund months ago.
  
  I would like to rebut this decision and move forward with total resolution to my complaint!
  
  Thank you,
  
  **** *******