Complaints

This profile includes complaints for Safe-Guard Products International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safe-Guard Products International, LLC

  2 Concourse Pkwy NE Ste 500 Atlanta, GA 30328-5584

  
• 

  Safe-Guard Products International, LLC

  2 Concourse Pkwy STE 500 Atlanta, GA 30328-5584

  
• 

  Safe-Guard Products International, LLC

  127 Driftwood Ln Woodstock, GA 30188-4263

  

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:03/28/2025

  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.

  Safe Guard has not paid my Financial Institution the Gap Insurance payment after my car accident. You cannot talk to anyone on the phone and it has been 4 months since the accident. The Financial institution is not able to get hold of them either and Im being forced to continue to pay on my loan even though the car has been gone for 4 months. The Financial institution and I are not getting anywhere with this company and they are causing me to make 2 car payments when they are under contractual obligation to pay off my loan.

  

  Business Response

  Date: 04/04/2025

  Please see the attached. 

• Initial Complaint

  Date:03/27/2025

  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.

  On 05/24/2024 I purchased SafeGuard GAP auto insurance for a 2024 ******* Elantra. On 12/12/2024 the vehicle was destroyed in a vehicular accident involving a semi truck. The truck driver was 100% deemed responsible and admitted liability. The car was deemed a total loss and, *********** wrote the check to Driveway Finance. SAFEGUARD still has not paid the remaining balance per the contract and agreement. They have purposely rejected documents that were sent by myself and ******* ****** who is a sales manager at the ******* New Port ****** Florida dealership. *** ****** himself has tried to assist me in getting this taken care of and has also received total lack of cooperation and resistance in accepting the requested documentation by SafeGuard. They have received 12 different documents via the online claims account portal , via fax from *** ******* ****** and via email from myself. I also have spoken with them on the phone 9 separate times and have been told every time that I still haven't submitted all the documentation, yet every box on their website was check marked green for a total 12 for 12 documents received. This is a clear attempt as a stall tactic to let the policy expire in less than 30 days from now so they don't have to pay the remaining balance of $6000. I am now being attacked on my credit report and thrown into collections for for a car that was totally insured by progressive and covered by GAP insurance , was hit by a semi truck twice, miraculously survived, dealing with the personal injury aspect of medical appointments and now the stress of fraudulent insurance companies like SafeGuard. This is absolutely a breach of contract on their part and they need to be held accountable for ripping hardworking people off, who have done everything they were supposed to do and yet still are getting treated this way . The claim# is ********. ******* Sipolo .

  

  Business Response

  Date: 04/03/2025

  Please see the attached. 

• Initial Complaint

  Date:03/22/2025

  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.

  I am writing to file a formal complaint against Safeguard GAP regarding the unreasonably long delay in processing my GAP insurance claim. My vehicle was recently deemed a total loss, and my primary insurance provider paid out the claim. However, my GAP insurance claim with Safeguard has been sitting in audit for over 30 business days without any resolution or communication.I purchased this GAP insurance plan when I bought my car, and the contract is still active. Despite this, I have received no clear updates regarding the status of my claim. I have contacted customer service multiple times, and each time I am met with rude representatives who provide inconsistent and contradictory information. They have failed to offer any meaningful resolution or an accurate timeline for when my claim will be processed.This prolonged delay is unacceptable and has caused me significant frustration. I expect my claim to be handled promptly and in accordance with the terms of the contract. I am requesting that Safeguard GAP immediately address this issue and provide me with an update on the status of my claim.I trust the Better Business Bureau will assist in resolving this matter in a timely and satisfactory manner.Thank you for your attention to this complaint.

  

  Business Response

  Date: 04/07/2025

  Please see the attached. Apologies for the delayed response, due to a technical issue this did not get submitted upon submission last week. 

• Initial Complaint

  Date:03/21/2025

  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.

   
  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. 

  here is the information they need.

  *********************************
  GAP Claim Number: 04844279
  Vehicle Identification Number: *****************
  Zip Code: 99301
  Address: ****************************

  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/27/2025

  Please see the attached. 

• Initial Complaint

  Date:03/18/2025

  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.

  Safe Guard indicated The full purchase price of the extended warranty ($2,944.00) was deducted due to no refund amount or warranty contract with terms was received. The claim can be re-evaluated once the warranty refund is received.

  Of the many documents required by Safe Guard, as a part of this claim, the customer was never aware that this additional documentation was necessary. It was never requested nor mentioned in the numerous phones calls to Safe Guard inquiring on status of documents and if anything else was required.   This is another example of the frustrating experienced over this prolonged period of settling this claim.  We could have acquired this additional documentation and provided weeks ago.  As mentioned in my original complaint, every instance of speaking with a Safe Guard ***resentative was received with varying guidance of what needed to be provided including **** changing the acceptance status of specific documents from what a previous *** had conducted.  We are working to acquire this additional documentation for Safe Guard to consider. 

  
  inquire on status of audit. Safe Guard has now informed us that it could be up to 4 weeks for an audit. We have been unable to speak to a supervisor at Safe Guard, upon request several times, due apparent unavailability. We have had to make an additional loan payment and are facing a subsequent payment due to Safe Guards refusal to accept sufficient documentation and continued delay in processing this claim timely. It is becoming concerning if this company has the capability or the willingness to uphold their contractual agreement and make final payment to the lender for the remaining balance of the loan. We are beginning to think that Safe Guatd is a scam and purposely stalling settlement. Bottom line, we simply want Safe Guard to make payment to Truist for the remaining loan balance as of date ********** provided payment to Truist. Currently Safe Guard has provided ZERO!!!

  

  Business Response

  Date: 03/25/2025

  Please see the attached. 

  

  Business Response

  Date: 03/27/2025

  Please see the attached. 

  Customer Answer

  Date: 03/28/2025

  There is no attachment for message on March 28, 2025

  

  Business Response

  Date: 04/01/2025

  Please see the attached. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23083187
  
  I am rejecting this response because:

  Until Safe Guard fulfills their obligation to fully reimburse the customer, this compliant is requested to remain open.  On March 20, ****************************** contact with Safe ********************** to inquire on the status of payment.  It was indicated by Safe Guard representative that the customer failed to provide proof of cancelled extended warranty reimbursement thus Safe Guard was only able to partially reimburse. The Safe Guard representative indicated that additional payment could be provided once this extended warranty information was submitted.  There was no specific timeframe provided by Safe Guard for when this needed to be done. The customer acknowledged this and proceeded to gathering this additional information.  Unfortunately it has taken time to acquire this information from the dealership via Truist, to verify the amount paid by extended warranty.  Since this time Safe Guard unilaterally closed the claim which prevented the customer from uploading the document in the system.  Another call was necessary to Safe Guard to inquire on what needed to be done to get them the document.  Customer is in the process of emailing the document to Safe Guard.  Bottom line, dealing with Safe Guard has been a nightmare with poor support to the customer.  The customer acknowledges that it is their responsibility to submit the information to Safe Guard however what the customer has experienced in dealing with Safe Guard customer support has been less than satisfactory.  Closing the claim within 14 CALENDAR days seems unreasonable when Safe Guard provides themselves a minimum 14 BUISNESS days (month total) to review documents.  We were informed early in the claims process that the customer had 210 days to submit documents from the date that claim was filed.  With claim date of 2/18/2025, the customer had until September 16, 2025 to get all documents submitted.  Something that would be beneficial from Safe Guard would be to assign a designated point of contact for a specific claim rather than the customer having to consistently coordinate with a different customer service rep.  State Farm provided a designated POC for our claim which resulted in efficient finalization of the insurance claim.  Speaking with multiple customer service **** resulted in varying information provided to the customer and varying levels of interpretation, review and acceptance/rejection of submitted documents.  

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

  

  Business Response

  Date: 04/11/2025

  Please see the attached. 

• Initial Complaint

  Date:03/10/2025

  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.

  On December,7,2024 I was in a car accident and my car was deemed a total loss.I Submitted my gap claim some time in January and had to turn in a huge amount of documents the last document was submitted Feb,10,25.I waited and waited still making my car payments unable to get a new loan till unable to pick my kids up from school if they get sick or have a emergency till I pay this one off.I am a single mom ghat dont have a lot of money.I purchased safe guard through my dealership I got my car from and it was called autonation gap coverage not Safeguard international LLC.I Am doing nothing but losing money and I don't have much left to pay on this car but I do have high interest so it will be months and months till it's paid.I feel like safe guard is trying to run down the clock so they don't have to pay.I contacted customer service where like many others they told me a national disaster happened I'm in line but no one could file a claim and have a large amount of documents submitted from wild fires before I submitted mine. They have on their page 7 to 10 days in audit and I informed them it's been almost 30 days since my last document submitted.I asked for a estimate on days and was told more than 30 days.If they want to take longer because they took to much business on we should be reimbursed for the car payments made after to 7 to 10 business days they advertise.Thats what I'm asking for reimbursements for the payments I make while they are supposedly in over their heads on gap claims from wild fires.This is what everyone else should get to we paid for gap coverage they got way more from me then what I need back to have my car paid off in a timely manner.

  

  Business Response

  Date: 03/17/2025

  Please see the attached. 

• Initial Complaint

  Date:03/04/2025

  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.

  I initiated my claim in October 2024. I uploaded my final documents in November 2024, and my claim went into "review" status in December 2024. It is March ************************************************************* secure the contact information for my claims adjuster, the customer service representatives continue to block my access to information on the status of my claim. This delay has been unacceptable.

  

  Business Response

  Date: 03/18/2025

  Please see the attached. 

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising 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 paid for GAP insurance when I purchased my vehicle in 2021. In November of 2024, I totaled my vehicle in an accident. I immediately filed a claim with them to get it started. The email communication was very sparse and when they were missing or rejected information, they never contacted me, I had to manually log in periodically to what the status was. After 3 months, they denied my claim due to amortization and deferred payments to my lien holder. When I asked to get the information they have that gave them the determination, the representative kept saying I had to call my lien holder. Basically, you pay and they will use any excuse not to pay out. It feels like a scam, especially when you can't dispute or even speak to someone higher up. They also won't provide you any documentation to substantiate their determination.

  

  Business Response

  Date: 03/06/2025

  Please see the attached. 

• Initial Complaint

  Date:02/26/2025

  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.

   
  Complaint: 22996160
  
  I am rejecting this response because: During the time that this company was doing an investigation we received a rental car from ******. I was advised by the service agent this would be covered but once they denied our claim we ended up having to pay ****** for 7 days rental. I am including both the rental agreement, receipt, and invoice. I spoke to ***** ******* in customer service of whom I have sent all of this information to twice for reimbursement and I havent gotten confirmation on if these documents are sufficient or not. I am thankful that they have covered the repairs on the vehicle and the repairs have been completed. 
  
  Sincerely,
  
  ******** ******laim the rental car is now our responsibility to pay for. This company has extremely inconvenienced us and caused us to have more of a financial responsibility. I would like my repairs and rental car covered as it should be under my warranty or I want a refund for my canceled policy.

  

  Business Response

  Date: 03/12/2025

  Please see the attached. 

  

  Business Response

  Date: 03/26/2025

  Good Morning, 

  We have been in contact with Ms. ****** and her rental will be covered under the terms of her product agreement. 

  If she has any further questions she may reach out to me at my email. 

• Initial Complaint

  Date:02/26/2025

  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.

  On 11/28/24 motor cycle was involed in accident, to where vehicle was deamed total loss. Insurance paid $14,801.60 to where the balance due for the gap to cover is $7354.56 please resolve this situation ive contacted the gap insurance safe-guard products international, llc to where they wanted paperwork from dealer for the dealer that notified me that paperwork will take 4 to 5 weeks which is stated on the bottom of the paper with tylers number. Please resolve this issue i have been getting charged for this situation and i no longer own that vehicle and would like to be refunded as well for these payments.

  

  Business Response

  Date: 03/06/2025

  Please see the attached.