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:07/29/2024

  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 purchased a 2016 ****** Juke from a local car lot in May of this year, 2024. When purchasing that vehicle, I was skeptical because of the circumstances, but the owner of this lot specifically offered the ProGuard (1) Warranty with this SUV to give me peace of mind for 3 months/4,500 miles. 2 weeks ago the vehicle stopped pulling altogether. It didnt even want to change gears, so I contacted my local ****** dealership, and made an appointment to have my car brought in. Its been at the shop for 6 days as of today. The head mechanic has called me to touch base multiple times about my warranty, asking if the adjuster had called me, which they hadnt. Mind you, were still very much in our window of this warranty, and the quote given to replace the transmission which is what went down on the car was quoted at $6575. After contacting the gentleman over this several times over the past couple of days, leaving multiple voicemails because he wouldnt answer the phone, he finally calls the ****** Service Department back, informing them that they are only able to pay $1250 towards this job. With them STILL not contacting me back, I reached out to my adjuster yet again, to get details on this claim. No answer, again. My husband had to repeatedly call as I was at work, nearly 17 times just to get him to answer the phone. The adjuster then states that according to the fine print, theyre only at liberty to pay the $1,250.I then reach out to him myself on my lunch break, & am finally able to actually speak to him without it going to voicemail. He tells me the same thing he had told my husband, & stated That I knew what was covered when I signed the contract for the warranty., which first of all was incorrect, because I never signed anything. I politely asked for a confirmation number of our recorded call which he refused to provide to me. I then asked for a manager or supervisor to speak with, which he also refused to provide to me. This has all been a nightmare.

  

  Business Response

  Date: 08/13/2024

  Our records indicate a claim was initiated on Friday, 7/26/24.  A ProGuard representative spoke to customer's husband on Monday 7/29 and explained level of coverage.  The same representative spoke to customer on Monday 7/29.  The customer called again on 7/29/24 and requested to speak with a manager.  A claims manager left a voicemail for customer on 7/29.  The customer called ************** on 8/1 and left a message; our claims manager returned her call the same day and left a voicemail.  The terms of the service contract are clearly stated, and the limit of liability can be referenced at Section 2. Limit of Liability.  A copy of the customer's signed service contract is attached.

• Initial Complaint

  Date:07/24/2024

  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 bought a warranty on a used car I purchased. I took my vehicle to a dealership per the warranty for transmission issues. The warranty company supplied a transmission. I drove my vehicle for about a week and began having issues again. I called the dealership who said to bring it back to get checked out. I took it in and they checked it out and said that the issue was the transmission which was just replaced. They called the warranty company to inform them the transmission that was supplied was not working. The warranty company asked for lots of information from the dealership to verify the work had been done. And then the warranty company said they believe that something else is causing the issue so they will not cover the repair which is supposed to happen covered by the warranty. The warranty company supplied a used faulty transmission and now will not make it right.

  

  Business Response

  Date: 07/31/2024

  We have communicated directly with the customer and believe her concerns are resolved.  A new claim has been approved.

• Initial Complaint

  Date:07/16/2024

  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.

  On march 22 24 we purchased a 2008 kia ****** with an extended warranty..We paid 700 dollars for a 6 month warranty that paid for towing, repair or replacement of the vehicle if it wasn't fixable..plus reimbursement for hotel Bill..we broke down on June 6 2024.. when I called proguard 2 we were informed we had no membership..We called the dealership and they called proguard..they said they didn't receive any paperwork..they have cashed the 700 dollars but they refuse to give us a warranty..I call the dealership value auto sales Aberdeen NC and they keep saying they are working on it.. meanwhile I own a car that is dead that I can't fix..I need a car and want what I paid for...

  

  Business Response

  Date: 07/29/2024

  Our records indicate a claim was initiated prior to remittance of payment.  Once payment was received, the claim was opened.  The vehicle is currently at repair facility, and we await complete diagnosis.  We look forward to serving the customer for the duration of the service contract.

  Customer Answer

  Date: 09/03/2024

  On 3/22/24 my daughter and I purchased a 2008 Kia ****** from Value Auto in *********** . We also purchased an extended warranty from Pro Guard for $ ****** . We opted for Pro Guard 2 which would cover roadside , towing , repairs. On 6/6/24 we were traveling on I 95 S when the car began to break down.. I was able to pull into Buckees in Florence SC and call Pro Guard.. They stated I had no contract.... The manager of ******* took a picture and gave us 24 hours to get it out.. I had to take an **** to The Hilton I ************************************************************************************************************************************* ******** SC at our expense.. Several calls were placed to ***** at Value Auto and we were told to be patient . We then had to tow the car back to ** at our expe.nse.. After several conversations with ***** a written complaint was sent to The BBB.. ************************* of Pro Guard informed Value Auto about the complaint . As a result a phone call from ***** was received . We were told Unless we removed the BBB complaint he would not fix the car. The car was towed to Morgans Auto in ******** then towed to Zwibells Auto in ********* NC... As of now we are out close to $ ******* plus $ ****** for the warranty, $ ****** TP towing $ ****** Rockwell Towing , Zwibells $ 80..towing plus diagnotics.. Zwibells has informed us Pro Guard will only cover partial repair . They have also informed us we must pay $ ***** cash for a new engine plus any other part needed.. We are also out $ ****** lodging because we were stranded.. $ ****** Door Dash in ******** while we were stranded. We have been without the car for over 2 months and the warranty expires on 9/22/24.. Also we have tried again to submit claims and told again there was never a 6 month warranty it was a 3 month but we could give them my now maxed out credit card and buy another one.... Emails to Value Auto are not being responded to.. ************************

  

  Business Response

  Date: 09/05/2024

  As of the date of this complaint, ProGuard has not received an invoice to process for this claim.  We contacted the customer directly and believe her concerns are satisfied.

• Initial Complaint

  Date:07/08/2024

  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 just bought this car5/14/2024 from a car lot a 2017 Bmw750ix msport with ****** miles for $31,147 cash money the dealer gave me the pro guard PG 2 warranty! With in a month as I was driving the car lost all engine power and I made it home this was on a Sunday , Monday morning I brought it to the local *** dealer ! This is week 3 its been there . It was the transfer case ! The *** shop charges ****** a hour but pro guard said the only paid $125.00 thats the average rate ( well not for a *** its not )have to pay the rest ! I dont see nowhere in this contract where it says up to $125.00 . *** has to be worked on by *** Its hard to find someone that can work on *** and a lot of people will not .They knew what kinda of car they was warrantying and they know *** is more expensive. Then the fluids they not paying for and a bearing and it clearly says in the contract thats covered ! Nowhere I have read saying nothing about tax only my deductible the car dealer told me if anything is wrong with the car bring it to *** you will not have to paid nothing well thats a lie , right now Im going to have to pay $2,400. I just paid cash for this car and not even put 500 miles on it plus I've been with out a car three weeks !Car dealer will not answer the phone when I call this has been 3 weeks Ive called and message the dealership la motors 2 inc Din# UD00246836 ********************************************** ************* I was given a warranty is the only reason I bought it ! ****** and I had to walk to the store and been having to get someone to bring me the car dealer lied and the warranty is trying to get out of paying for something it clearly said is covered !

  

  Business Response

  Date: 07/29/2024

  Our records indicate a claim totaling approximately $7,600 was processed for this vehicle.  We encourage you to contact our ***************** at ************  to discuss any additional charges incurred. 

• Initial Complaint

  Date:06/27/2024

  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 march 28th, 2024 i purchased a vehicle from capital auto in ******** the vehicle came with level 4 ProGuard Warranty which pretty much covers everything the same day i purchased the vehicle it broke down on me so for the last 3 months the dealer (capital auto) has tookin the vehicle to 4 different auto shops including my mechanic here in ************** after months of trying to figure something out so i can fix the vehicle i called the warranty company (proguard) so i can have the repairs covered the advisor ***** went and checked the vehicle out last week and told my mechanic that since the vehicle was driven 102 miles they cant cover the engine replacement. IF I BUY A WARRANTY ITS TO OBVIOUSLY PROTECT MY VEHICLE FROM ANY CAUSE IT DOESNT MATTER IF I DROVE THE *** 1 MILE THE WARRANTY IS SUPPOSE TO COVER ANY PARTS PERTAINING LEVEL 4 PROGUARD WARRANTY THATS WHY I BOUGHT THE WARRANTY PACKAGE SO IT HAS PROTECTION JUST INCASE SOMETHING WITH THE VEHICLE HAPPENSI DONT UNDERSTAND WHY ITS SUCH A PROBLEM TO FIX A PROBLEM WHEN I PAY FOR THE PLAN IF YOU GUYS CANT FIX THE ISSUE WHATS THE POINT OF ME PAYING FOR WARRANTY I MIGHT AS WELL SWITCH TO A COMPANY THAT ACTUALLY ***ES FOR THE CUSTOMERS!

  

  Business Response

  Date: 07/10/2024

  The terms of the service contract exclude "Repairs or replacements of components of the Vehicle that were not operating properly in accordance with manufacturers specifications at the time of the sale of the Contract."  Given the customer's admission that the vehicle became inoperable on the day he purchased it and the inspection report indicating evidence of a long-term oil leak, ProGuard determined the failure existed prior to the sale of the service contract. According to the customer, the selling dealer has been involved since the vehicle's breakdown.  We encourage the customer to continue communicating his concerns to the selling dealer.

• Initial Complaint

  Date:06/27/2024

  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.

  Pro guard gave an engine to my mechanic to install cuz I had a warranty on it with my old engine having $131,000 mi on it and the new engine had ****** mi on it and after a year the ****** mile engine went to my knowledge I will still under warranty and they don't want to give me a warranty on the new engine that I had only for a year because they still reading the old engine altimeter which started at 130 something thousand miles. ** my knowledge what's the new engine winning the mileage started all over program wouldn't give me a new engine because they said my warranty has running out and they are clearly going by the old reading from the old engine which is not fair to me.

  

  Business Response

  Date: 07/11/2024

  The term of the service contract purchased by customer is governed by time elapsed and miles driven, which begins on the date of purchase.  ***** are calculated according to distance driven as evidenced by the vehicle's odometer.  Replacing a vehicle's engine with an engine that has less miles does not change the terms of the service contract.  When the customer contacted **************, our team explained that the vehicle service contract he purchased was expired by more than ****** miles.  

  Customer Answer

  Date: 07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:06/20/2024

  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 purchased a ProGuard Warranty plan PG4, on 05/03/2023, for $2,653 for my 2014 **** Edge.I want to cancel this plan. When I called the ProGuard cancellation department for the first time, they said I need to contact the Seller from where the policy was purchased for cancellation.When I contacted the seller, they mentioned they are not aware of the cancelation procedure.After this, I called ProGuard cancellation department atleast twice and my call has not been answered.I feel like in middle of nowhere. I want ProGuard Warranty company to directly issue me my prorated refund.I have attached my policy details as a pdf to this complaint form.

  

  Business Response

  Date: 07/11/2024

  A member of our team has contacted the customer regarding the request for cancellation.

  Customer Answer

  Date: 07/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  However, I would like to keep the case open until I receive my refund.

  
  Regards,
  
  Om Prakash
  

  
  

• Initial Complaint

  Date:06/03/2024

  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 a pro guard warranty. Company is refusing to honor the warranty I purchased . My car has been and still is in the shop . Company is picking and choosing what they will cover although it states that it is covered under the warranty. They are refusing to pay for parts of the water pump which is part of the cooling system . I have a $100.00 dollar deductible. Which is all that I should be liable for. The company wants me to pay for labor cost . Although the warranty stats that all repair labor costs are covered through the warranty. The company is telling me that I need to come out of pocket for some of the labor cost. Which I disagree with. The company also wants me to pay for certain nuts and bolts to secure the pump . The company also wants me to pay for the belt that was damaged due to the water pump leak . If the company will not honor the warranty I paid for in the amount of over ***** dollars than I would like a full refund .if the company is not going to repair my car to the fullest with me only paying the 100 dollar deductible than I would like a full refund .

  

  Business Response

  Date: 07/10/2024

  Our records indicate this claim completed and paid on 6/13/2024.   The estimate provided by repair facility shows that repair and/or maintenance to non-covered components was also completed.  We remain confident that this claim was handled fairly, in accordance with the terms of the service contract.

• Initial Complaint

  Date:05/09/2024

  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.

  A vehicle was purchased in 12/6/2023, and a 12 month/15,000 miles extended warranty was purchased with the vehicle. On 5/4/2024, the car was brought into a shop, because there were some issues with it. Mainly a cv axle, and oil pressure switch, both of which are supposed to be covered under the terms of the service contract. On 5/9/2024 the shop was notified by the adjuster from this business that they were not going to cover the repairs, because they were due to wear and tear on the vehicle. Under the warranty that was purchased, it states that all internally lubricated parts of the engine are covered, and cv joints are covered as well. The adjuster would not concede that it says this, even though anyone can go on their website, and see these parts are listed as, covered repairs. I feel as though this company is being dishonest with people, and having them pay for a year of coverage when buying a vehicle, with no intentions on actually fixing anything when needed. I would like either the repairs to be covered, as stated in the contract, or the amount of the contract that theyve broken to be reimbursed.

  

  Business Response

  Date: 05/28/2024

  A PG2 plan was purchased by the customer.  Our records indicate the following components were repaired: CV **************** Pressure Switch, Brake Pads and Brake Rotors. 

  Oil pressure switches are not covered by the PG2 plan; they are covered by PG5 plan.

  The remaining components are specifically excluded by the terms of the service contract.  Please refer to Section 10. EXCLUSIONS, which reads in pertinent part, "ADMINISTRATOR PROVIDES NO COVERAGE OR BENEFITS FOR THE FOLLOWING: 

  R. CV joint boots and any mechanical breakdown caused by ruptured/damaged CV joint boots.  

  W. During the period covered by this *************** Contract, it may become necessary to: (a) replace spark/glow plugs, cap and rotors, points, fuses, wiper blades, shock absorbers, struts, PCV valves, emission components (including catalytic converter), safety restraint systems (including airbags), air conditioning additives and filters, clutch assembly and hydraulics, brake and clutch linings, pressure plate, throw-out and pilot bearings, linkage, shifter, clutch slave cylinder, hoses, molded rubber or rubber like items, glass lenses, any component whose only purpose is for illumination, such as but not limited to: sealed beams, high intensity discharge H.I.D. (or xenon) bulbs, H.I.D. headlamp assemblies, ballasts, H.I.L.E.D. cooling systems, L.E.D. assemblies, light bulbs, lenses, wheels, tires, trim, moldings, bright metal, upholstery, paint, exhaust systems, brake rotors, brake pads and drums, carburetor; (b) adjustments to carburetor, ignition, belts or clutch system; (c) clean fuel and cooling systems, or remove sludge or carbon deposits; (d) add oil, coolant, fluids, lubricants, greases, or refrigerants. These services and replacements are required because of normal wear and use and are Contract holders responsibility. Costs for these services and parts are not covered by this *************** Contract, regardless of the cause of Failure."

  Please feel free to contact us with any questions or concerns.

  Sincerely,

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

  Customer Answer

  Date: 05/30/2024

  [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: 21688996
  
  I am rejecting this response because:
  
  
  Regards,
  
  **************************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/30/2024

  The items described are not maintenance items. The cv boot is part of the cv axle, which is supposed to be covered, and cannot be maintained. The oil pressure switch is an internal part, and also should be covered. The car was bought less than 6 months ago. I believe this company to be a bad faith company, and uses tiny technical details to get out of paying for any repairs when needed. They had no issue collecting over $1000 for the service, but there are issues when you actually need to use the service. When you purchase a warranty with a car, you should be able to get things fixed without having to escalate the issue. This company has no intention on fixing anything, but instead has their claim representatives find every reason why they are off the hook for paying, instead of helping the customers they charge so much money to. It is bad business practice, and very dishonest. 

  

  Business Response

  Date: 05/30/2024

  In response to the customer's latest communication, we offer the following.

  Our initial response did not indicate the CV Joint Boot was not a covered component due to it being a "maintenance" item.  CV joint boots are explicitly excluded from coverage under the terms of the service contract, Section 10. R.

  However, brake pads and brake rotors are specifically excluded by Section 10.W., which excludes items that are often replaced to due to normal wear and use.

  Oil pressure switches are covered by a PG5 plan, but the customer has purchased a PG2 plan.

  While we regret that the customer is not satisfied, we remain confident this claim was processed fairly, according to the terms of the service contract.

• Initial Complaint

  Date:05/07/2024

  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 brought a pro guard warranty and 3 weeks later my car was leaking antifreeze and I took it to get fixed and the adjuster told me it was covered.

  

  Business Response

  Date: 05/29/2024

  ************ purchased a service contract with a PG3 plan.  Our records indicate a claim was initiated for three components: U-joint, Expansion Tank, and Auxiliary Water Pump.  U-joints are covered by PG3 plan, and ProGuard approved the repair of this component.  Expansion tanks are covered by PG4 plans, and Auxiliary Water Pumps are covered by PG5 plans.  Therefore, these components were not approved in **************** claim.