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
- 234 total complaints in the last 3 years.
- 130 complaints closed in the last 12 months.
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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:11/09/2022
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 January 31th, 2022, I bought a 2017 ******** **** C300 at ************************* at the *********, ** location. On the same day, after signing all documents for the purchase of my car. I requested information and purchased the 5 years Key Replacement coverage, and paid $400(debit card/Cash). I had been trying to make a key replacement claim from March to ***** My last call was on June 9:44amEDT for 19 min. Safeguard Products International, LLC) never found in their system my VIN#, that I purchased that Key replacement coverage. In the midst of this, I also notice(from the paper copy they provided me on April 20th, mentioned above) that the sales associate added another coverage that I did not request. They advised me to contact the dealer, which I did many times after that. By calling and texting the sales associate (***********************), **** his manager, and *******************-Finance Asst. I went to the dealer on 4/4/22 to show the receipt that I paid $400 for that coverage and they took copies of my receipt and provide me with a paper copy of the purchase of my coverage. I emailed Safeguard with an attached picture of proof on May 11, May 16, and June 2nd. On June 2nd, I received a voice message from Safeguard, that the client relations **** have not received a confirmation from the dealer that I purchased that coverage. Today 11/09/22, I still have not been able to use the coverage I pay for in cash, and ***The Appearance Protection coverage, which was charged over $1000+ that I never requested and was added to my auto loan. I want a full refund with interest fees and taxes for those two coverages I was charged on January 31st, 2022. I have not been able to prove or use it in any way. On top of that ***********************(Claim Adjuster from Safeguard) was very rude and unable to handle and talk about the situation in a respectful way. He never confirmed that he received the emails with proof. The other employees did when I called. ******* ************ was very professional.
Business Response
Date: 11/23/2022
Please be advised I am unable to access the second attachment labeled Safe-Guard Premier Tire Wheel Rim Protection. Please have customer reattach so that I may access and review. Matter will be reviewed and responded to upon receipt.
Thank you.
Initial Complaint
Date:11/02/2022
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.
I filed a claim with this insurance company for my gap coverage to be paid out on a camper that my insurance company deemed totaled. All required documents have been submitted and it has been 7 months and this has still not been paid out.When I check the status online it shows inactive and when I call them they say its because no one on their side has processed this claim yet. After my call they move the status back to active. I wait for awhile and then check back in again and the status will show inactive. This has been going on for 7 months.I just want my gap insurance paid outBusiness Response
Date: 11/22/2022
Please see attached response.Customer Answer
Date: 11/23/2022
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,
*********************************Initial Complaint
Date:10/25/2022
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.
I have purchased the tire and wheel protection which included cosmetic damage from my *** dealership on 8/10/22. This was an add-on with my car at the time of my purchase.3 weeks ago my wheels curbed. Passenger side front and back.Called Safe-Guard since they are the insurance company for this service. They told me that my warranty did not have cosmetic protection which it does. They asked me to send my loan document showing the coverage that I purchased. I have done this on 10/18/22, this is also the day I called to file the initial claim.I waited a week and did not receive any response to my inquiry. I called Thursday to check the status and they tell me that the document that I sent was not sufficient and that the dealer needed to upload the document on their end with the updated info.Fast forward last Friday my dealer uploaded the document in the system. They were advised that it was uploaded to ***** at Safeguard and this would be updated within ***** hours.I call Monday and they told me that to give it another day.I call on Tuesday and they have no updates and they are still saying that documentation still need to be uploaded.They said they were not able to get a hold of *****. Ive been trying to get a hold of this individual multiple times and havent been able to.***** is the underwriter with Safeguard.I feel that I am running around circles. This protection cost me $4000 and I have been receiving terrible customer service to say the least.I am turning to BBB to try to get some help to get the ball rolling so I can get my wheels repaired! I paid for this warranty service and I expect to receive service timely.Business Response
Date: 11/22/2022
Please see the attached response.Customer Answer
Date: 11/22/2022
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,
*****************Initial Complaint
Date:10/24/2022
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.
Safe-Guard International LLC promised to cover Turbocharger on the warranty contract, which includes lines and nozzles. When it was time to repair the turbocharger line, the warranty company refused to repair it. The attachment shows the warranty promise, and the second attachment shows the required parts that needed to be repaired, which Safe-Guard declined to repair.Business Response
Date: 11/04/2022
Please see attached.Customer Answer
Date: 11/11/2022
The response from the Safe Guard Internation is not accepted. Here are the information they requested.
(1) The Safe-Guard Claim #********
(2) The last 7 digits of the vehicle identification number (VIN): DDE22043
(3) The year make and model of the vehicle at issue; 2013 *** 750 Li
(4) A copy of the Sage-Guard Agreement.Business Response
Date: 12/06/2022
Please see attached complaint response.Initial Complaint
Date:10/10/2022
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 had a total loss and was covered by gap insurance that I purchases and payed for. I have been doing business with ******* for approx.. 10 years. I am a disabled senior without a car because a loss and not only are they not honoring my gap policy but are attempting to collect the balance that my insurance company didn't cover but was covered under my gap policy.. My original complaint is (********). When I discussed this with an associate at ******* finance I was told I should Address it with the insurer hence the amended claim.Business Response
Date: 10/20/2022
Please see the attached response. Thank you.Customer Answer
Date: 10/24/2022
Complaint: 18187879
I am rejecting this response because: If safe guard indeed valued their customers they wouldn't attempt to ******* them. I have done business with this company for years and lived by requirements imposed by contract (making payments on time and so fourth. Now; If they fail to live up to their obligations I will have no other recourse but to expose them for the frauds they are. .
Sincerely,
*******************************Business Response
Date: 11/01/2022
Please see attached rebuttal response.Customer Answer
Date: 11/02/2022
Complaint: 18187879
I am rejecting this response because: ******* finance claims no affiliation with safe guard yet included within my invoice is payment for Gap coverage. The reason they're rejecting my claim has nothing to do with the the time line. The fact that they offered me coverage and didn't honor it should serve as a warning to future consumers regarding their dishonest business practices.
Sincerely,
*******************************Initial Complaint
Date:09/13/2022
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 an auto warranty from this company through the dealership. We had to replace a tire because we picked up a s**** on vacation. On 7/2 the tire was replaced by ***********, and Safeguard was supposed to reimburse me for that, but they are refusing, They say I haven't submitted the correct paperwork, but I have sent them everything they have asked for multiple times. Claim # ********Business Response
Date: 09/29/2022
Please see the attached response.Customer Answer
Date: 10/04/2022
Complaint: 18020584
I am rejecting this response because: I have not received any payment to date and disagree with a number of items:1) Payment has not been received as of Oct. 4 2022
2) VIN number was correctly submitted on the Dealership Purchase Agreement, ***** Tire Invoice, Safe-Guard Service contract but was incorrect on the Conditional Acceptance Claim Form which I did not complete and was provided by Safe-Guard
3) Letter Submitted to BBB by ********************* states the reimbursement amount to be $328.50 which I cannot find a record of. I was told that they do not reimburse for tax, but the total bill was $412.20 with $32.79 in Tax which should be $379.41.
Thanks for looking at the attached documentation.
Sincerely,
***********************Business Response
Date: 10/17/2022
Please see the attached rebuttal response of Safe-Guard Products International, LLC.Initial Complaint
Date:09/12/2022
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.
The original person on the call was extremely rude and had me shaking. I am a business owner and handle stress very well. This employee was one of the most disrespectful women I have spoken to, she raised her voice many times on the call when I told her I wanted to cancel the **** She asked why and I told her about the previous claim, she said I filed the claim wrong (which I was told specifically how to file the claim by a Safe Guard representative) I filed a tire claim and they never paid and I spent hours on the phone this company does not care about their customers. This business SHOULD BE INVESTIGATED BY THE **** My sole request is for their company to provide the proper refund from the *********** coverage that was sold to me through VROOM. The company provided a cancellation document states the checks are issued within a month. It has been three months. I no longer own the vehicle. I would like compensated for the out of pocket cost I had to pay to replace a tire that SHOULD have been paid for by this insurance $321.51 , and I want a refund of the remainder premium with a cancellation of June 2022. Please help me I advertise with BBB and have for 5 years. I trust BBB and I believe you have the power to make this situation right. I have not filed any legal action on this complaint. It would cost me more money to put my legal counsel on this than I would receive back. I'm not going to be able to make an example out of this company, I only want what I paid for and did not receive and I want this coverage cancelled and the remaining premium refunded. Thank you so much -*****Business Response
Date: 09/23/2022
Please see the attached response.Customer Answer
Date: 10/06/2022
Good morning,
The company sent me a $138.80 check which is not what the company said they were going to do to resolve this issue.
I did not accept the response as "satisfactory" and the file was closed. Reason being I didn't trust the company would actually even send a check. And they only sent $138 which is extremely disrespectful. I went into the portal and I do not know how to reopen the complaint.
Can you reopen this file please? We love working with BBB and have been a loyal client for many years. Thanks so much!
Business Response
Date: 10/17/2022
Please find the attached response to ******************** rebuttal.Initial Complaint
Date:09/06/2022
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 applied for reimbursement for an expensive auto repair ******* two days after the ******* was performed. I contacted the warranty company and they assured me that my ******* was in under warranty and could be covered. The contract indicates that we need to have prior approval for *******s. However, since I could not locate my ******* paperwork, I was unaware of this. I contacted the company and they assured me (several reps stated this and it is documented in their notes) that they will approve the ******* even though it was 2 days after the ******* was performed as a one time exception. They told me that all they needed was proof of payment. We sent them the receipt that the dealership gave us showing a zero balance. They indicated that the receipt does not have a "paid in full" stamp or "paid in full " wasn't written on the receipt. We spoke to several other reps who undictated the same thing. We told them that we paid a $400 deposit in cash and that the rest was paid by by debit card and was paid in full. I sent them evidence of this. That wasn't enough. They told us that they needed something from the dealer ship on letterhead noting that the ******* was paid in full. They wanted this signed by a ******* manager. This was told to us after multiple phone calls with several ********** ******* manager from the dealership drafted a letter himself with his signature noting that the ******* was paid in full--something that took months for us to receive because this is outside of practice for the dealership. The dealership noted that they have never experienced this from a warranty company before and that it is unprecedented that a regular receipt was not acceptable. The letter was sent. The ******* was performed in March 2022. Today, September 6th, I called to follow up and was told that now they need evidence of payment through a debit or credit card only and that they would not reimburse cash payments. This is not noted in the contract-attached.Business Response
Date: 09/15/2022
Please see the attached response to the consumer complaint.Initial Complaint
Date:09/06/2022
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 have been trying to cancel my GAP coverage for over a month now. Safe Guard requested docs to process a claim that I did not ask for, because of that they have paid out $19.00 out of 1000.00 coverage that I originally paid for. I was provided a form to complete to cancel the protection because the car is totaled and my insurance company paid the loan off fully to where I did not need to use my GAP coverage. Safe Guard knows customers are to receive a refund when cancel and choose to file a claim so they would not have to issue the refund which is horrible customer service. I have spoken to multiple reps regarding list and all I get is the runaround. I am very unhappy with this company and seek out a refund from my protection.Business Response
Date: 09/16/2022
Please see the attached response of Safe-Guard Products International, LLC to the above referenced consumer complaint.Customer Answer
Date: 09/16/2022
Complaint: 17923040
I am rejecting this response because: A claim should not have been processed before reaching out to me. No one called or emailed me to confirm with me that $19 will be paid to my finance company, if so I would have told them to not process it because what is $19 on a ****** car loan. I am very upset Safe Guard did not contact me because they know once a claim is file it can not be cancelled. This claim should be cancelled.
Sincerely,
*****************Business Response
Date: 09/29/2022
Please see attached.Initial Complaint
Date:08/17/2022
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.
This business committed to reimbursing my out-of-pocket costs for replacing a tire under their Tire and Wheel coverage. My tire was replaced on 6/18 because it could not be plugged due to the location of the screw.Claim #******** for $257.10 was initiated on 6/21.I've called and spoken to several agents at this company on the following dates:6/23/2022, 6/27/2022, 6/29/2022, 7/1/2022, 7/8/2022, 7/20/2022, 8/2/2022, 8/17/2022 Each time I call, I'm told a check will be cut in 24 to 48 hours. The check never arrives, but when I call back I'm told I'm missing paperwork, and although everything requested was submitted as of 6/27, I resubmit them hoping I will get a check in the mail as promised at the end of each call. No matter how many times I'm told a check will be cut, I never receive it.Business Response
Date: 08/26/2022
Please see the attached in response to the consumer complaint.
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