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: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.

• Initial Complaint

  Date:03/27/2024

  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.

  04/23 I Purchased a car from ************ in *************, Ma *****. ***** at Rte 28 motors is the insurance/warranty sales person for Proguard Warranty located at ****************************************************. At the time of purchase I was told by ***** "you can cancel the warranty at any time". ***** has no insurance license to sell insurance of any type. I've made several unsuccessful attempts to cancel the warranty both in person & via cerified mail. They refuse to cancel the warranty unless the car is totaled, or repoccessed. I informed them that regardless of the reasons they've created the consumer has the right to cancel a warranty.

  

  Business Response

  Date: 04/25/2024

  We have contacted the selling dealer, who indicated he's made several attempts to communicate with customer regarding the cancellation process.  Please refer to BBB complaint # ***********D8, which customer simultaneously initiated against the selling dealer.  Until customer communicates appropriate information to selling dealer, we are unable to provide a determination.

• Initial Complaint

  Date:03/11/2024

  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 had bought a vehicle from ride time auto and it came with a warranty that was supposed to cover the drivetrain and turbo an engine since Ive had a check engine light come on, took a to repair facility that they told me to take it to now they dont want to pay for the repairs and I cant even get in contact with anybody to get information The repair facility also has tried to contact the warranty company and no surprise they cannot get a call back as well. I have had a case open with them for over two weeks now and I am just trying to get my car fixed.

  

  Business Response

  Date: 04/10/2024

  Our records indicate this claim was approved on 3/12/24, invoice was received on 3/15/24, and paid by ProGuard on 3/19/24.  If there is a concern, we encourage the customer to call our ************ and request to speak with a manager.  

  Sincerely,

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

• Initial Complaint

  Date:03/06/2024

  Type:Billing 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.

  Bought the best plan possible at a cost of roughly 1800 dollar , when I bought my used vehicle so there would be no issues , was told I'm covered bumper to bumper , the only thing it didn't cover was tires breaks , and ill changes is said great payed the 1800. , then on 02/14/2024 I went out to start my car and heard a noise in the motor , had it towed to ********************* in ****** **. On Mon. ,*********** called me and said motor was bad and they called warranty *** so have to wait to hear from them . The next day *********** called and said ******** would cover entire motor replacement and they ordered ( NEW ) motor and should be here on Fri. Called following Monday told motor was there and should be done on Wed. Didnt happen , Friday they called and said ******** doesn't cover the cost of the plugs ?? Ok ill pay for the plugs dont get it but ill ******** fix it.. now its Mon. again and I call to see whats going on , was told motor now needs injectors, why am I paying for parts for a new motor thats supposed to be FULL motor replacement once again another item my motor needs to run not covered. Really, I feel they misrepresented there service , not happy with the quality of there services , or there customer service

  

  Business Response

  Date: 03/18/2024

  Our records indicate this repair is complete, and the customer was responsible for two non-covered components, along with a $100 deductible.  *********** contract clearly states covered components, as well as exclusions.  ProGuard paid approximately $5,790 to process this repair.

  Customer Answer

  Date: 03/21/2024

  [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, but it still bothers me i never received an actual contract , and nothing seemed to get accomplished until I contacted to right people.  This should of automatically have been done by the business then this complaint wouldn't exist
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  Bought what was supposed to be a reliable vehicle from Jerrys northeast autos.I purchased an extended warranty for 5 years. Owned it for approximately 8 months, was a problem after a problem now its the motor once again, already the motor went in 800 miles. and warranty company told me use a heavier weight of oil and drive it, which is barely ********** Til they can figure out what to tell garage, it lasted 800 miles.I have cancer and other doctors trying to get my disability, *** missed all in past month. I needed a reliable vehicle thats why I bought it.****** said is was checked over well, then warranty company does not care I am stranded at home with no vehicle!!

  

  Business Response

  Date: 03/01/2024

  Thank you for your patience as we investigated this claim.  Our records indicate a replacement engine was ordered for this customer on 2/14/24.  We believe the engine has been delivered to the repair facility.  However, the repair facility is closed until 3/4/24 due to a planned absence for medical reasons.  We believe the customer is aware of the circumstances.  We trust the replacement engine will satisfy her concerns. 

   

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used 2012 Jeep Grand Cherokee last April 1, 2023.Bought ProGuard Warranty ProGuard 2/ PG2 (24 Months or ****** Miles) along with it for a contract price of $1,608.75 Sold the vehicle last January 29, 2024. Odometer when car was bought = ******* mi Odometer when car was sold = ******* mi I'm not even halfway thru the miles and/or months included in the contract and they are refusing any sort of refund.

  

  Business Response

  Date: 02/09/2024

  We have reviewed your complaint and offer the following in response.  The cancellation terms are clearly stated in the body of the contract.  All contracts include a 30-day free look period.  However, Section 7. Cancellations / Refunds specifically states, "After thirty (30) days, only in the event Your Vehicle has been declared a total loss, stolen or has been repossessed, We will refund a pro rata portion of the Contract amount received by ** from the selling Dealer, less any claims paid by ** and an administrative fee of fifty ($50) dollars. Pro rata refund reflects the greater of the days in force or the mileage elapsed based on the Term of the Contract. The rights under this Contract are transferred to the lienholder, if any, and the lienholder would then be entitled to the pro rata refund." 

  We encourage you to review the Transfer provision of the contract which provides in pertinent part, "TRANSFER - This Contract is transferable once and for the duration of the original Term to a subsequent purchaser of the Vehicle for which the Contract was written. Contract transfers require written notice and a fee of one hundred ($100) dollars to be paid by You within thirty (30) days of the sale or transfer of the Vehicle. Transfers are only valid upon written acceptance
  by the Administrator. This Contract cannot be transferred to a different Vehicle."  

  We encourage the customer to contact us with any questions or concerns regarding a transfer.

  Customer Answer

  Date: 02/15/2024

  [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: 21236465
  
  I am rejecting this response because: I encourage you to review the contract which clearly states on the first page your promise of obligation for 24 months and or ****** miles. *** that I've sold my vehicle after approximately 10 months and 7000 miles, you cannot fulfill the rest of the contract anymore. Common sense and good business practice dictates that I be refunded, especially since the contract hasn't even been fulfilled halfway. 
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/15/2024

  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.

  Progard warranty paid to replace parts in my motor but would only pay for cheap parts not oem now the motor blew up and they are trying to make if my fault I have had nothing but problems with this warranty company

  

  Business Response

  Date: 02/09/2024

  We have reviewed the complaint and can offer the following.  The vehicle was repaired according to the terms of the service contract.  Specifically, Section 3. Administrator's Obligations and Rights states, "PARTS: Replacement of covered components may be new, used, remanufactured, refurbished, of like kind, or serviceable used components as deemed fit by the Administrator, which is standard in the automotive industry."  The customer has initiated two claims for the vehicle covered by the service contract, both of which have been processed and approved.  

  We strive to maintain outstanding customer satisfaction, and we encourage the customer to call our Claims department with any questions or concerns.

• Initial Complaint

  Date:12/08/2023

  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.

  My car broke down 11/27/23 and I brought it to a shop and got everything set up for them. We have been going back and forth for a week now about ABSOLUTELY NOTHING my car is nowhere close to being fixed despite the time for fixing being less than 24 hrs ( 10 hrs to be exact) . The total for the car is $1500 which is fine I don't really care about the price Ill cover my half of $500 at this point. My main problem is I have been given the runaround by their customer service associates and they don't even seem to know what they're doing. I feel cheated and I am spending so much money on ***** and ***** just getting to work. The repair place has sent in the estimate and THEY STILL will not let them start fixing my car. These people are the worst and I want my car fixed IMMEDIATELY. Ill even file a civil suit if it means my car would get fixed faster.

  

  Business Response

  Date: 12/29/2023

  We contacted this customer immediately upon receipt of the complaint.  She indicated that she was satisfied with our handling of the claim and intended to remove the complaint.  Please feel free to contact us with any questions or concerns.

• Initial Complaint

  Date:11/17/2023

  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 bought a used 2010 ******* ***** ** from ***** **** ***** pittsburgh in March 2023 with a one year warranty for the price of $750 through proguard warranty from doman. The vehicle was purchased for approximately $7500. Two times the motor has been replaced by a private mechanic we have used as a reliable company for 20 years. After the second time the motor failed, two times I have paid for towing to the locations. The vehicle had 128,615 miles when purchased. I have driven it very little with maybe 100 miles put on the odometer. Now the vehicle is at ******, ******* and *******, Pittsburgh pa. They have now discovered metal shards in the intake manifold which also needs replacing as well as the 3rd motor claims the shards are due to the failure of the motors I understand. The vehicle has been at bowser for 3 months. Bowser is saying they will not replace anything unless proguard purchases ******* brand replacement parts in value of around $10,000 and NOT using rebuilt parts to correct the problems. My family and I have been without a 2nd vehicle since the vehicle was purchased. It has been very frustrating putting it lightly. Arguments with bowser, proguard, and doman sales. I would like this issue resolved asap please. The company I work for is now changing our hours and will greatly affect our lives at home and all companies are claiming I am not entitled to a rental car for months I have been requesting. I have had to pay for towing in the amount of $250 or so now as well. My time, my family's life has been greatly affected by this horrible situation that is about to get worse as my work hours are changing and I don't have any mechanic to fix the issues. I want the vehicle repaired, I want the warranty to be extended also due to the time period I have been without the vehicle.

  

  Business Response

  Date: 12/07/2023

  After reviewing the details of this complaint, we have contacted the repair facility and found a resolution that we feel will satisfy the customer.  A member of our team will communicate directly with ******************.