Complaints

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:07/18/2025

  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 2019 GMC Yukon XL from ************************ in ***********, ** on 06/13/25 that came with a CareGard Powertrain warranty. Had the torque converter and transmission fail, and submitted a claim for repair. Had the claim denied on 07/15/25 due to the tires being non-OEM sized (one size off). These are the same tires I bought the truck with a month ago, but they say the modification renders the entire warranty void. I'm now left without a vehicle and a void warranty a month after purchasing a contract that was supposed to cover this exact type of failure.

  Customer Answer

  Date: 07/18/2025

  Here is the warranty as provided at the dealership.

  Business Response

  Date: 07/23/2025

  This acknowledges receipt of your communication regarding the above-referenced consumer complaint.  We have investigated the complaint and found that the claim was specifically denied based on the following exclusion that can be found in  Section IV, item F., of the contract.  The exclusion states that the limited warranty does not provide coverage if the vehicle is altered or modified. 
  

  We have since worked with the selling dealer and are moving forward in covering this repair. Please let me know if you need any additional information. 

  Customer Answer

  Date: 07/25/2025

  Complaint: 23620059
  
  I am rejecting this response because:

  I need clarification regarding coverage for future claims. Is the warranty contract now being honored in full for two years from the date of purchase and up to 150k miles as I originally signed for?

  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:07/16/2025

  Type:Customer Service 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.

  We had the engine block crack in our ******************* about a year after purchasing 3 year/36k mile warranty (Deluxe Coverage). The local dealer said when they first called and mentioned it would need a new engine, the customer service agent said that's all they needed to hear and weren't interested in accepting the claim. They then responded to a review I posted, asking that I reach out to them.We had a couple of conversations, and during those they stated that they would not cover it because the damage to the engine block was not caused by an internally lubricated part and referenced TSB 22-2322.When I contacted my dealer after the call, they said that they didn't guarantee that was the issue and that they could send someone out if we wanted to. They finished their response to my initial review with "We hope you will rethink your review as it misrepresents the facts" However, they never mentioned the initial comment made by their employee from the beginning where they said they weren't interested in accepting the claim as soon as they found out that the engine needed to be replaced (without knowing the cause).During the last phone call with their EVP of Operations, she stated they had two recordings (the local dealer said he had 3 calls with them). She and other employees on the phone call said "they didn't hear anything really like that" (initial comment of wanting to deny the claim before obtaining any further details from the dealer when they mentioned it needed a new engine). I responded, if that's the case, send me all the phone calls between you and the local dealer. They said they would need to speak with their legal team and get back with me. Instead of reaching back out and providing the recordings, they responded to my initial review on ******. Again, they mentioned the reason to deny the claim, but did not comment on their employee's response to the local dealer.I believe the actions of this company is misleading and unprofessional.

  Business Response

  Date: 07/22/2025

  The type of failure experienced is not a claim covered under the contract purchased. The contract states that The Engine Block and Cylinder Heads are covered if damage is caused by mechanical failure of an internally lubricated part. The damage to the engine block was not caused by an internally lubricated part in the engine breaking and causing the block to start leaking coolant (which would be the failure necessary for the claim to be covered by the contract). Our adjuster confirmed with the repair facility that the damage to the engine block was not caused by this type of failure. The repair facility representative stated there was no need to send an inspector for a second opinion. Engine block issues on the 2019 **** Escape are known to the manufacturer, and **** has a publication about this failure, TSB *******.
  
  After an internal investigation of the claim was completed,CareGard found that the reason the claim was denied was due to the fact that the claim was not covered by the policy. The claim was not rejected outright as represented by the claimant. It was determined from questioning of the repair facility representative that the damage to the engine block was not caused my mechanical failure of an internally lubricated part. CareGard administered the claim timely, and professionally. There was no misrepresentation that occurred between the service repair facility representative and the claims adjuster. 

  If you have any additional questions, please let us know.

  Customer Answer

  Date: 07/22/2025

  Complaint: 23605713
  
  I am rejecting this response because:

  The reason for the claim being denied is not being refuted, but the unprofessional actions of your employees are. Please do not continue to ignore the fact that I have requested the phone calls between your company and the local dealer, which they have 3 on record. The response of your employee to say they are not interested in accepting the claim because it needed a new engine prior to being told the cause is extremely unprofessional. Also, after my conversation with the *** of Operations, I was told she would reach out to her legal team and would get back with me about receiving the recordings. Instead of getting back with me and giving the recordings to the phone calls, you decided to attempt to degrade my review. I would ask that you stop ignoring the actions of your employees and repeating why the claim was denied, we are both well aware why it was denied.

  A warranty company that has employees stating they won't accept the claim prior to knowing the cause is quite unprofessional. I also believe it's unprofessional and disappointing that the *** of Operations told me that she would reach back out to me about the recordings after she speaks with the legal team, but I get no response back and you attempt to degrade my review. I feel these actions by your company are deceitful.

  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:04/15/2025

  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 got a 2020 ***** Silverado that I bought an extended warranty through CareGard on 10/18/2024. On 3/10/25, I took my truck to Mendlin Chevrolet in ********. The code pulled up for P0016 Crankshift position sensor. I gave the dealership my warranty info from CareGard. The lady ***** stated she would get right on it. After contacting my warranty, they requested my oil change paperwork which I have them. Then they tell the dealership to check to see why it was telling them to replace the timing chain. After there inspection, they tell the dealership that they would be sending out a inspector. When inspector came, he checked my oil and what ***** states, they states that it had a little metal in the oil to tear down the motor and check it out. *****, which is the service adviser, advised me of there decision. They take my whole cab off my truck as it is the best method. They get to the timing chain and it lifts up about 3 inches which shows the chain is wore and needs to be replaced. After emailing back and forth with CareGard, they send in quotes for 8800 timing chain or ***** for new engine. After they receive the quote, it goes to an underwriter for a couple of days. They have had my truck for 5 weeks. I call ***** and she states she is still waiting. I decide to call CareGard myself 4/10/25 and they advise that they were denying my claim to to Over/Under size tires. Keep in mind that this is the same tires and wheels that were on the truck when I bought it. They are 265 rim 18. Now, the truck came with 265 20 rim. Nothing on my contact states any rims. There is no lift kit or anything not made by *****. If they were going to deny my claim, why not have done it when the inspector went out. This is a way they are looking to not pay which leaves me with a bill of 8800. The 18 inch rim has no effect on a timing chain and again, states nothing in contact about a rim. Now I am out of a truck. Rip off company that has ruined my 850 beacon score.

  Business Response

  Date: 04/25/2025

  After further review, and at the approval of our Underwriter, this claim / compliant has been settled with the customer.

  Customer Answer

  Date: 04/25/2025

  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:04/07/2025

  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.

  My complaint is about my *********************. My Insurance has provided all the documentation that they have requested. My ***************** has called and gone over the valuation with them. The detailed report shows My total loss vehicle compared to other vehicles like my vehicle. The report has a section to where the comparable vehicles which are pulled from recent sales off of the dealer lot to adjust for pricing in the value. **************** is saying that because it's not brand new on the dealership they do not pay the difference. My insurance company and the 3rd party company that handles the evaluation have explained to my *********** that the adjustment is not a true negative adjustment. They explained its just account for higher price on the comparable vehicles being dealer condition. My *********** says that the wording needs to be change on the valuation. My ***************** and the 3rd party valuation company both have said this is standard language across the nation.

  Business Response

  Date: 04/17/2025

  Adhering to the language of the contract, we calculate the actual value of any vehicle based on NADA guidelines minus any Condition Adjustments. Most Condition Adjustments begin with the primary insurance provider, who deducts vehicle value based on miles, appearance, wear & tear, and other factors. We begin with the vehicle value set by the primary insurance provider and calculate what is known as Actual Cash Value. From there, we determine what the *** contract defines as deficiently balance and pay the lienholder and/or contract holder that amount minus any Condition Adjustments. This was explained thoroughly to the customer with her Geico Adjuster on the line along with our *** Claims Supervisor.  The Geico Adjuster, nor the contract holder, would not accept the explanation and the Adjuster told the customer to contact the ********************.

  
  

  Customer Answer

  Date: 04/21/2025

  Complaint: 23173108
  
  I am rejecting this response because:The Condition Adjustment sets that
  comparable vehicle to Average Private condition, which the loss vehicle is also
  compared to in the Vehicle Condition
  section.
  
  
  $ ***** Adjustment is my vehicle compared to vehicle sitting on Dealership lots. My *********** is always going to have this way of not paying for the remaining balance. Every vehicle is going to have Condition adjustments.
  
  Regards,
  
  ****** *********

  Business Response

  Date: 04/23/2025

  As an Officer of the Company, I will escalate this up to our Underwriter, AmTrust.

  If they disagree with our calculations, I will re-open the case.

  If they agree that we have adjudicated the claim according to the language of the contract, this case will be closed.

  Customer Answer

  Date: 04/24/2025

  Complaint: 23173108
  
  I am rejecting this response because:
  There still hasnt been nothing done I havent received no feedback or anything to The Condition Adjustment sets that
  comparable vehicle to Average Private condition, which the loss vehicle is also
  compared to in the Vehicle Condition
  section.
  
  
  $ ***** Adjustment is my vehicle compared to vehicle sitting on Dealership lots. My *********** is always going to have this way of not paying for the remaining balance. Every vehicle is going to have Condition adjustments.
  Regards,
  
  ****** *********

  Business Response

  Date: 05/19/2025

  I have authorization from our Underwriter to offer $2,425 as a condition to bring closure to this claim.

  Please know this is outside the language of your policy.

• Initial Complaint

  Date:01/31/2025

  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.

  To start I bought my 2015 *** 428i Xdrive Coupe on 08/17/24 as a certified pre owned vehicle from ********************* and had a complete mechanical breakdown on 12/19/24. My car has all car fax and records that show up to date maintenance and was even a lease vehicle for *** at one point and on 09/26/24 I brought it into ************* to get a full service done anyway to start from scratch and everything passed inspection as well. Then on 11/22/24 I had a diagnostic done for a loose rattling noise coming from the middle to rear of the undercarriage and was told everything was operating as intended when I got it back after the weekend on 11/25/24. 2 weeks later that noise came back and I called immediately and stopped driving my car until my appointment to get it rechecked out. Then on 12/19/24 like I said the breakdown happened on the way to my appointment and I was quoted over $14,000 in damages stemming from the driveshaft disconnecting from the transfer case which are two covered parts in my contract. CareGard is denying my claim saying that their inspector that they sent out says that the part looks like it was installed incorrectly and has missing bolts (that everyone else agreed were most likely on the highway somewhere after the violent breakdown.) even though the driveshaft has never been worked on and I have put less than 4k miles on my car since purchase. The CareGard warranty is a 2 year ******* mile limited powertrain warranty that states is covered the driveshaft and transfer case and says nothing about not covering bolts and fasteners that are essential for those parts to stay together. They would not let me speak to a manager either and have no factual evidence to even say they know what happened when research and the *** mechanics state there is no way of them stating what they are as a fact. The only fact is that the damage is done to covered parts and is a mechanical breakdown. The part # at fault hold the driveshaft to the transfer case.

  Business Response

  Date: 03/06/2025

  We have made numerous attempts to work with Mr. **** on the repair of his vehicle.

  As of this response (3-6-25), we have not received any feedback from him.

• Initial Complaint

  Date:11/27/2024

  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.

  I brought my 2017 GMC ****** 1500 in to ******** Chevrolet of Norwich for a engine noise. I was told by Scranton that my engine was going to need to be replaced and that they had contacted careGaurd warranty to have an adjuster come out and inspect my vehicle to see if they would repair. Then i receive a call today (11/27/2024) saying that careGaurd wont cover my claim because the adjuster saw that i have a VOL. *************** plate, and light bars in my window... on my PERSONAL vehicle... This is super outrageous, just because i am a first responder i am being penalized and now screwed out of a vehicle.

  Business Response

  Date: 12/04/2024

  After further review and inspection, we are moving forward with adjudicating the claim. 

  We will contact the contract holder and the service facility.

• Initial Complaint

  Date:09/11/2024

  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.

  Condition Adjustment deduction from my insurance company was for $1,149.00 with ********. CareGard has deducted $2,781.00 from my payout instead of what was recorded as the condition adjustment by ********.

  Business Response

  Date: 10/14/2024

  Your *** claim was reported 7/23/24. 
  All docs were received 8/22/24.  
  Your *** check was ($4,463.28) issued 8/30/24.
  
  There was a Vehicle Condition Adjustment by Allstate of $1,149.00.  Plus, an additional Condition Adjustment of $2,781.00 for NADA Vehicle Depreciation.

  *** does not deduct the entire Comparable Condition Adjustment on this claim, since the Base/Adjusted Vehicle Value: $23,769.00 is only -$2,781.00 less than the JD Power Retail Value at Loss: $26,550.00. 
  
  Per Exclusion #** in the *** Addendum Contract, the total amount deducted from the *** claim for Condition Adjustment(s) was -$3,930.00. 
  Caregard issued payment of $4,463.28 on 8/30/24.

• 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.

  On July 10, 2021 I purchased a 2019 GMC Serria 1500 from **************** along with a power train warranty and a wrap warranty for $*******. In May 2024 I took my truck to *********** Buick GMC dealership to check my truck for what I thought was bad gas. Turns out the diagnosis was an issue with my torque converter. Caregard was notified and sent a service technician to approve repairs. I was notified by the dealership that the clam was denied due to "oversize tire". The same tires that I purchased the truck with in 7/10/2021. I was told by Care Gard that they were not able to locate my contract but sent me a redacted contract to back their clam. I contacted my finance company who was able to send me a signed contract agreement that accompanied my purchase agreement where the "Lift kit/ Oversized tires" were checked off by the dealerships authorized dealer 7/10/2021. Now I have been denied coverage because the check **** was "manually checked on the contract" by the dealership. ******************* - Director of Clams with Caregard stated via email that the contract could not be honored because of this. I'm now responsible for the repairs out of pocket after I paid ******* for a warranty that was VOID the same day I purchased the truck.

  Business Response

  Date: 07/18/2024

  We authorized $7079.87 for the replacement of the transmission on 7/9/2024. I even spoke with the customer and explained our assistance. The BBB needs to be inquiring with the customer if her issue has been resolved. 
  

• Initial Complaint

  Date:02/08/2024

  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.

  Name: ***************************** Contract #: ******* Last 6 of VIN: ****** I and my chosen mechanic (IN Collision Auto) called CareGard in October of 2022 and December of 2023 to confirm that mechanical breakdowns that were quoted were covered by the extended warranty provided by CareGard. Both in October 2022 and December 2023, CareGard told each of us no, and proceeded to hang up on us with minimal explanation. The repairs were needed so I had to pay out of pocket.In January of ****, when I reached out to the dealership to cancel the extended warranty as it was of no use due to the poor service I received from CareGard, I provided the invoices and the dealership stated that the previous work was indeed covered by the extended warranty and I should not have had to pay out of pocket with the exception of the deductible. I am reaching out because I should have been covered under the CareGard warranty, but was falsely told by CareGard I was not, and the associate didnt even attempt to submit a claim for either me or my mechanic. This is a very frustrating experience and I would appreciate the mechanical work reimbursed to me for what I had to pay out of pocket due to being falsely told the services were not covered.

  Business Response

  Date: 02/19/2024

  We dont show interactions of a call or claim having been recorded for the dates the customer stated. 

  The customer did submit copies of repair invoices and an NPA letter.Both claim requests were registered on 2/1/2024. We also have a record of recent interactions with the customer concerning these events. We have already authorized reimbursement only for the items that are eligible for coverage.

  The customer has a Complete coverage level contract, so Im not sure how a claims rep would have stated the items are not eligible for coverage. And, I dont understand why the customer hasnt called and followed up on the document he had already provided.

  Customer Answer

  Date: 02/20/2024

  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:02/05/2024

  Type:Customer Service 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.

  We bought a truck in early 2023 and our dealership only worked with Care Guard so that is who we went with. After the dealership having to pay over $12,000.00 in repairs because the warranty company didnt want to work with them the dealership finally bought back the truck. We requested on 11/10/2023 we notified them by phone and email that we were canceling. We received and email back saying it would be cancelled within 15 business days. However it is now February and they have continued to take money from my checking account every two weeks. They have pulled and extra 5 payments that they should not have. When we try calling we get a busy tone or voicemail. I would like for this to be rectified and them to refund my money as well as cancel the plan like they stated they would do 3 months ago.

  Business Response

  Date: 02/05/2024

  We apologize for the bad experience.

  Your refund is to come from the Selling Dealer.

  If you will provide me with your contract number or last * of your VIN, I will personally look into this and respond back to you.

  Customer Answer

  Date: 02/08/2024

  Complaint: 21242734
  
  The vin # for the 2014 Ram **** is *****************
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/08/2024

  This contract, #*******, was purchased on 3/6/2023. Claims have been paid on behalf of the customer.

  We paid the first claim for an engine replacement for $8227.53 in April of 2023.We then paid a claim for a fuel pump replacement in June 2023 for $775.17, and then in October 2023, we paid $96.52 for an air conditioner repair. In total, we have paid $9,099.22 in claims.
  
  The contract was canceled on 11/15/2023 with the cancel date of 11/9/2023, and our portion of the refund of $1,439.56 was sent back to the ***************** dealership. The dealership should have issued the refund to whoever the customer financed the contract with or directly to the customer, ***********************, assuming the loan has been paid in full.