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

  PO Box 1337 Pittston, PA 18640-5307

  
• 

  Proguard Warranty, Inc.

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

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:02/21/2023

  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.

  The car dealership knew my vehicle I bought in late October 2022, was already making a noise from the engine, offered me a 6 month warranty . I am still under warranty and now the vehicle needs a new motor. The shop where my vehicle is located filed a claim, pro guard warranty isnt even wanting to pay half , they are offering $1200 and the bill is over $5200.00 . The agent stated their libable is on page 3 well, I didnt get page 3 from the dealer I only got the one I attached to this complain. This is unacceptable and I need help immediately.

  

  Business Response

  Date: 02/24/2023

  February 23, 2023

  To Whom It May Concern: 
  Please accept the following as ProGuard Warranty’s response to the above-referenced complaint.  
  Our records indicate *** **** purchased a 2015 ********* ***** from ******** **** ***** on or about  10/8/2022. At the time of vehicle purchase, the dealer provided *** **** with a 6 month/7,500 mile  PG1 service contract. The service contract was free of cost to *** ****.  
  Section 2. LIMITS OF LIABILITY Section B. reads: “PG1 (LIMITED POWERTRAIN) ONLY. The total of all  benefits paid or payable shall not exceed the **** ***** Official Used Car Guide clean retail value at the  time of repair. In addition, the total of all benefits paid or payable are limited to the following: three (3)  and six (6) month Terms – one thousand two hundred fifty ($1,250) dollars ~ twelve (12) month Term – one thousand seven hundred fifty ($1,750) dollars ~ twenty-four (24) month Term – three thousand  ($3,000) dollars.” 
  *** ****’s claim was processed and payment in the amount of $1,250 was approved. No deductible  applied to this benefit. 
  We have contacted the selling dealer to inquire about *** ****’s claim that she only received one page  of her contract. Although we are still awaiting a response, we would like *** **** to know that we take  this claim very seriously and will take further action to ensure our selling dealers are issuing proper  documentation at time of purchase. 
  While we regret that *** **** is not satisfied with her ProGuard experience, we remain confident that  her claim was handled fairly in accordance with the terms of her service contract. Furthermore, we  believe the service contract provided a valuable benefit at the time of her vehicle repair. We suggest
  
  *** **** contact the selling dealer to discuss the vehicle’s repair, since she indicated the dealer was  aware of a mechanical issue at the time of sale. 
  We hope our response has satisfied your concerns. If you have any additional questions, please feel free  to contact us. 
  

  Sincerely, 
  ProGuard Warranty Inc.
  

• Initial Complaint

  Date:02/08/2023

  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.

  Case #*********** FEB 1, I took my truck into the shop for covered repairs. I was told that the manifold bolt had broken off. Problem starts when the representative [*******} from my warranty company told me that I would have to purchase a new warranty. because mine expires on FEB 2.I was told that this was a covered item, and to leave my truck at the repair shop, for warranty purposes, because they did not want to cover the items until I pushed my warranty. FEB 2, Spoke with *******, who assured me that inspector would get to my truck soon. FEB 3, I had to get a rental vehicle, the day FOLLOWING my drop off at the repair facility; ******* again assured me that they would cover this. FEB 6, I was called by ******* and told that the adjuster had an accident, and he could not make it to evaluate the truck repairs. FEB 8, I contacted ******* and inquired about my vehicle; he said that they authorized the repair which is the original diagnosis. When I questioned how to get my rental refund, ******* said that they would only cover $200. Although I exclaimed that the person that they chose to look had the vehicle got into an accident, I had nothing to do with their delay and should not be held responsible.

  

  Business Response

  Date: 02/14/2023

  February 14, 2023 
  

  To Whom It May Concern: 
  

  Please accept the following as ProGuard Warranty’s response to the above-referenced complaint.  
  

  Our records indicate *** ******* initiated a claim on or about 2/1/23. Our representative informed *** ******* that an inspection would be ordered to verify cause of failure. The inspection was delayed due  to circumstances beyond our control. However, the claim was approved after inspection was complete.  According to the terms of the service contract, Section 11. RENTAL CAR REIMBURSEMENT, “In the event  that a covered component breakdown requires labor in excess of eight (8) hours, Administrator will provide rental car reimbursement of fifty ($50) dollars per day for a total of no more than four (4) days  from a licensed provider. Delays caused by unavailability of parts, shipping, Licensed Repair Facility  schedules, or other factors do not qualify for rental reimbursement.” Although *** *******’s claim was  not eligible for rental car reimbursement (the covered repair required less than 8 hours of labor), our  claims department authorized the maximum payout for rental service due to the inconvenience *** ******* had experienced as a result of the inspection delay. 
  

  We reviewed all audio of phone calls related to this claim and can confirm the following. A ProGuard  representative did not inform *** ******* that he would be required to purchase a new service contract. In fact, when *** ******* expressed concern that his contract would be expiring the next day,  our representative informed *** ******* that any covered component experiencing a failure prior to  expiration of the contract would still be covered, even if repair took place after expiration. 

  We regret that *** ******* is not fully satisfied. However, we remain confident that his claim was  processed fairly. We believe our claims department went above and beyond to achieve customer  satisfaction.  
  

  If you have any additional questions or concerns, please do not hesitate to contact us. 
  

  Sincerely, 
  

  Steve F