Complaints
This profile includes complaints for Safe-Guard Products International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 235 total complaints in the last 3 years.
- 131 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/22/2023
Type: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.
Complaint: 20224135
I am rejecting this response because: I was NEVER provided this information from the dealer or safe-guard products. The Vehicles condition when receiving it was unacceptable therefor the warranty terms should have been modified at the beginning due to this. Please reach out to Vroom about this issue and see if all parties can come to an agreement on this without taking other matters of action.
Sincerely,
***********************
Business Response
Date: 07/10/2023
Please see the attached in response to the consumer complaint.Business Response
Date: 08/16/2023
Please see the attached Rebuttal Response from Safe-Guard Products International, LLC.Customer Answer
Date: 08/16/2023
Complaint: 20224135
I am rejecting this response because: How much will the refund actually be? Please show your communication with ******************** and safeguard should come to an agreement no information on terms and conditions was provided to me on day one. Vroom sold the vehicle to me in horrible condition to where it WOULD NOT pass a state inspection completely illegal and undriveable. I would like to know the amount of the refund before I agree on these terms releasing safeguard and vroom from their obligations.
Sincerely,
***********************Business Response
Date: 08/16/2023
An exact refund amount cannot be determined until ************** initiates the cancellation as the refund amount is based on the effective date of the cancellation and the amount of unused time remaining on the contract.Accordingly, ************** should contact Safe-Guards cancellations department directly to initiate the cancellation and/or to obtain a cancellation refund quote before initiating the cancellation. With regard to the condition of the vehicle at the time of sale, and as to what documents were or were not received at the time of sale, again, Safe-Guard was not a party to sale of the vehicle nor the sale of the Service Contract, thus any issues concerning such matters must be addressed to Vroom directly.Customer Answer
Date: 08/16/2023
Complaint: 20224135
I am rejecting this response because: I called the *********************** 8/16/2023 at 12:54 pm est about cancellation. The agent I spoke to still informed me that NO REFUND will be applied for this contract. I am a little confused on what is going on I feel I am getting the run around here. Please give me a direct person to talk to on this issue. This is getting to confusing!
Sincerely,
***********************Initial Complaint
Date:06/08/2023
Type: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 3/31/23 I took my vehicle to the Landrover dealership for service. They informed me that due to an oil leak my engine needed to be replaced. Which was submitted to Safe-Guard to cover repairs from the warranty I purchased on 7/2/21. Safe-Guard sent a representative to inspect the vehicle then later said that the engine would need to be broken down. After waiting 34 days the engine still hadn't been worked on, I had it moved to another repair shop. The new repair shop also informed Safe-Guard that the engine will need to be replaced After another 34 days my vehicle still hasn't been fixed by the new repair shop because Safe-Guard has been telling them to try a series of different things in an attempt to prevent the replacement of a new engine. On 6/5/23, I was told by Safe-Guard that they had all of the information they needed from the repair shop and would have a determination on 6/6/23. Instead on 6/7/23 they told the repair shop that now they need the engine broken down. They should have informed the new repair shop that the engine would have to be broken down on day 1 like they told Landrover instead of wasting precious time. I've been struggling with transportation and need this resolved immediately.Business Response
Date: 07/10/2023
Please see attached the response of Safe-Guard Products International, LLC.Initial Complaint
Date:06/03/2023
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. They did make it seem like I did not send info as requested but I talked to 6 different agents who told me that all they needed to do was call pep boys to confirm. The same info that they claim I finally sent in 6/3 is the same info that I sent in on 5/16 when the claim was initiated. Theyre also lying about when I initiated the claim. They say it was 5/22 but I initiated in 5/15 and sent in my information on 5/16. Not to mention I they only reimbursed $405 from a $1200 bill. I will accept only for the fact that I know fighting it more would not solve anything. This is a horrid company.
Sincerely,
***************************************Business Response
Date: 06/27/2023
Please see the attached response to the consumer complaint.Initial Complaint
Date:05/31/2023
Type: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 are trying to get gap insurance to pay off a loan for a camper trailer that was destroyed in a Tornado. We have been trying for a month to get the company to pay off the last part of the loan.Every time I contact them they say there is another paper they need. I have even had my insurance man call the company and he received the same run around. Some of the paper work has been submitted at least three times. They will tell me I need a certain copy of something I send it wait the two days call again they tell me they need another copy of something. I am being stone walled I feal by the company to get mad and just pay off the loan on my self. I payed for a service and they are not living up to the agreement I we signed. Claim # ******** on vin # ******* ***********************Business Response
Date: 06/21/2023
Please see the attached response.Initial Complaint
Date:05/31/2023
Type: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.
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.
Sincerely,
******************************* (*****)Business Response
Date: 06/26/2023
Please see the attached in response to the consumer complaint.Initial Complaint
Date:05/12/2023
Type: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 brand new ** from Camping World. I was offered Gap Insurance with Safe Guard and opted for it. when my ** became a total loss in 9/23 due to Hurricane ***, I turned in all the required paperwork to Safe Guard expecting them to cover the $2,500.00 owed after the insurance total loss was paid. I was told "we over financed the **** therefore, we were denied coverage. They have never given ** written confirmation of this despite being asked to do so on numerous occasions. They simply continue to repeat "over financed". The dealership does not show we were over financed, stating the bank would never have given ** a loan for more than what the ** was worth.Business Response
Date: 06/07/2023
Please see the attached response requesting additional information.
Initial Complaint
Date:05/09/2023
Type: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.
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.
Sincerely,
*****************ith Safe-Guard cancellation associates for months now, trying to figure out who is going to pay me my three hundred and some-odd dollars, but they can't get in touch with the dealership anymore, and ***************************** *************, *********************** and ******************************* will no longer return my calls or emails. I don't know who is at fault here, but I need help in receiving my remaining refund, and I really don't want to take the matter to court. I have all my original paperwork if it is required by any parties to come to a resolution.Business Response
Date: 06/15/2023
Please see the attached response of Safe-Guard Products International, LLC.Initial Complaint
Date:04/27/2023
Type: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 claim number is ******** When I purchased my 2023 ******************* regretfully purchased a tire and wheel policy through Safe-Guard. On February 26th I got a flat tire and needed to be towed. The tow cost me $200 and I have contacted Safe-Guard NUMEROUS times for reimbursement. I was told they'd only reimburse me up to $100 for the tow which I thought was unfair, but I said okay. It's now almost May and I've called them weekly to see about my check and I'm always given the run-around. They will NOT pay me back for my tow despite repeated requests. They fixed my tire under the policy, but not paying me back for the tow is dishonest. According to their website, "Towing expenses reimbursable in the event of covered damage" -- and the damage was covered since they honored the claim and replaced the tire. After repeated, weekly calls I feel I've been left with no choice but to file a complaint with the BBB. I shouldn't be given the run-around when I call, and have to wait so long for a ********** reimbursement.Business Response
Date: 06/05/2023
Please see attached response.Initial Complaint
Date:04/18/2023
Type: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.
Last month went thru pothole resulting in flat tire and structural bent wheel. They will only covered tire. *********** reported: SAFEGUARD APPROVED RIGHT REAR TIRE ONLY CLAIM NUMBER #********. SAFEGUARD DENIED WHEEL REPLACEMENT, DUE TO STILL HOLDING AIR EVEN STRUCTURED DAMAGE/BENT. company is a joke.This company is run by wild monkeys ??.Business Response
Date: 05/22/2023
Please see attached response.Initial Complaint
Date:04/17/2023
Type: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.
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.
Sincerely,
*********************************** After a lot of back and forth, lost receipts, unsigned receipts, delays in processing and many phone calls I received a check for $932.13. This means I paid $566.88 out of pocket. I went back and reviewed their policy coverage. No where does it state a lesser reimbursement rate, other than the $50 deductible which would mean make my reimbursement $1449.01. I called on 4/17.23 and the first person talked with me for 30 minutes without any explanation why the amount was less. The second call on 4/17/23 the woman said I received a lesser amount since the dealer had not phoned Safe-Guard to negotiate and rather I took liberty and had the repairs done myself. I asked to speak to a supervisor. She would not put me through. I would like a full amount and explanation of lower reimbursement since no reason was given.I went through the contract and protection should be 100% covered minus the deductible. The advertising at the dealer said all repairs would be covered at 100%.Business Response
Date: 05/22/2023
Please see attached response.
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