Complaints

This profile includes complaints for CarGuard Administration Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CarGuard Administration Inc.

  4901 W 136th St Leawood, KS 66224-5926

  
• 

  Car Guard Administration

  1776 N. Scottsdale Road Scottsdale, AZ 85016-3601

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:02/20/2024

  Type:Product 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 2/2/2024 my vehicle had something leaking. I took it to a local repair shop and was advises it may be the water pump. I was advised that coolant was put in to the vehicle and it was operable and safe to drive. I called this warranty company to verify that it was a covered part and was advised that it was. I informed the agent I took immediate action and ensured that the vehicle could still be driven. I asked if it was ok to still drive due to needing to find an ASE certified repair shop per my contract. The agent stated that I could still drive the vehicle. She was also informed that no visible leaking was present at that time. There was no time limit or mileage mentioned. Section III I'm my contract states " Prevent further damage. Immediately take action to prevent further damage to your vehicle. The operator of your vehicle is responsible for observing vehicle warning lights, gouges, and sensory items that indicate a potential breakdown. Upon observation, must immediately arrange for the vehicle to be diagnosed". The leaking stopped, there were no lights on and gauges all were working properly. It did take time to get into an ASE shop. Once I did and repair facility called, they denied the claim saying the amount of time and mileage. After calling multiple times, I requested management review the call. They called me back today and said it is not approved for claim. I explained that their agent agreed I could drive my vehicle and at no time was I informed to not drive or given a time limit or mileage limit. I explained of the conversation that I had with their agent and thay contention was dismissed. The call manager just kept saying this was reviewed by multiple managers and they are sticking with the original denial. I asked for their legal team information and asked if they would also review the call and was told bo they would just go by what the manager stated. How do I know this was reviewed? She could not even verify specifics of the call reviewed.

  

  Business Response

  Date: 02/21/2024

  To Whom It May Concern: (BBB)

  On 2/15/2024 shop called in to start a claim for a leaking water pump. After reviewing the claim, it was noticed the consumer reached out to CarGuard Administration on 2/2/204 stating the water pump was leaking, the previous shop put coolant in the vehicle and advised the consumer they could not fix the leak. The consumer put an additional 710 miles on the vehicle before finding a shop. 

  The claim was denied for continued operation of an impaired vehicle. The consumer knowingly operated the vehicle with a mechanical issue. The consumer requested the initial phone call to be reviewed, after the review it was noted, the customer stated she continued to operate the vehicle with a mechanical issue.

   

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:12/21/2023

  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.

  I recently took my car to the dealer for repairs and filed a claim. carguard refuses to pay for the repair that is under warranty. I requested a denial in writing and would not send me one.

  

  Business Response

  Date: 12/27/2023

  To Whom It May Concern BBB: The consumer purchased a Vehicle Service Contract from Warranty Protection Services on April 3rd, 2023, administered by CarGuard Administration, INC. Per the customer's statement the vehicle was shaking when driving over 75 mph. According to the customer the issue was first notice on August 11th, 2023. The customer continued to drive the vehicle before taking it in on August 25th, 2023. 

  The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract. SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES: Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED:

  Damage caused by continued operation of an impaired vehicle. 

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:12/04/2023

  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.

  Have extended warranty they say they fix transmission mine went out when shop looked at it axel seal linking warranty said since axel seal cause damage to transmission won't fix it. I've keep up with maintenance on my vehicle have all paperwork. All money we spend on these extended warranty they only tell us good thing bout warranty get are money. They only ever fixed one thing on my car whole 5 years had them. They need be held accountable they are scamer fraud people out money.

  

  Business Response

  Date: 12/05/2023

  To Whom It May Concern, (BBB)

  The customer purchased a Vehicle Service Contract from Auto Service Center on June 20, 2020. The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract.

  The contract was purchased at 96,769 miles, per the Service contract once the vehicle surpasses 125,000 seals and gaskets are listed for coverage. The vehicle currently has 133,760-mile, service center stated the failure was caused by the axle seal for the Transmission. The claim was denied for non-covered components causing failure.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED:

  Once Your Vehicle surpasses 125,000 total miles on Your Vehicle’s odometer,
  any parts not listed in this section for coverage are not covered by this Contract,
  with the exception of “Add On” parts as selected on the Application Page of this
  Contract and defined in “Section VII. Add On Coverage Options”.

  SEALS & GASKETS: Seals and gaskets are only covered when required in
  connection with the replacement or repair of a covered part.

  Signed,

  CarGuard Administration, INC

  

  Business Response

  Date: 12/06/2023

  To Whom It May Concern (BBB). The consumer has been provided the sellers information, as CarGuard Administration is not the seller of the Vehicle Service Contract, therefore we do not send out the Vehicle Service Contract to consumers. The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract between the selling agent and consumer. 

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 12/07/2023

  
  
  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:06/09/2023

  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.

  Purchased an extended warranty from Car Guard. Just finished with the payments in April 2023. My vehicle was experiencing problems and I took it to Green Dodge in Springfield IL. They diagnosed the problem and ordered the parts to repair. The parts were on back order so the chief mechanic instructed me that since the engine light was not blinking that it would be safe to drive and bring back when the parts had arrived. When the repairs were done, Car Guard declined to pay due to the fact that the car had been drive after being diagnosed. In all conversations with Car Guard they left me with the feeling that they were going to deny the claim based on any event. They were accusatory and extremely unprofessional. When I asked to speak to a supervisor, the supervisor was "unavailable". They clearly took my monthly payment then neglected to pay for the repairs.
  
  I gave Car Guard all of my service records to review. I had done all necessary service to uphold my end of the contract.
  
  The problem was diagnosed. Driving the vehicle after the diagnosis did not compound or change the underlying problem. Now that the car has been repaired, I am out nearly $2000.00.

  

  Business Response

  Date: 06/14/2023

  To Whom It May Concern (BBB) Mrs **** purchased a Vehicle Service Contract from Warranty Protection Services administrated. The claim was called in for failed cam rockers, and VVl solenoid. 

  Customer service reached out to the customer to get a statement as to what the vehicle was experience prior to taking it to the shop, customer stated the issue had been happening for several months and continued to operate the vehicle with a known issue.

  Once the vehicle was diagnosed by the repair facility the customer took the vehicle from the some and continued to add an additional 172 miles on the vehicle before taking it back to the shop.

  The claim was denied in accordance with the terms and condition of the Vehicle Service Contract between the seller (Warranty Protection Services), and the consumer. SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES:. Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED: Damage caused by continued operation of an impaired vehicle. 

  CarGuard Administration do not take payments from consumer as we are not the seller of the policy, CarGuard handles the claims process as it is written and agree to by the selling agent and consumer, if the consumer is seeking reimbursement the consumer will need to reach out to the selling agent that sold the service contract.

   

  Signed,

  CarGuard Administration, INC

   

  Customer Answer

  Date: 06/14/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

  The issue with the jeep had NOT been happening for “months”.
  I had the oil changed and then (on the same day) drove approximately 50 miles, stopped to fill up the gas tank.  That is when I noticed the issue, felt like the vehicle was shivering.  The dealership was called and they told me that since the engine light was NOT on at that time it would be ok to drive (as I was on my way to the airport).  When I got to the airport, the car was parked for 6 days while I was out of state.  
  When I returned to the vehicle, it seemed to be running ok and I embarked on my journey home. 
  About mid trip, the engine light came on and I, again, phone they asked me if the engine light was blinking.  I told them, no it was a solid light.  They told me that since it wa not blinking, it would be safe to drive to their dealership.  I drove directly to the dealership.  They diagnosed the problem and told me that the parts were on back order x 2 weeks.  I was told to drive it home until the parts were available.  The car was driven home (approx. 17 miles) and remained parked until I was notified that the parts had arrived.  At this point, I drove the car back to the dealership (approx. 17 miles) and the repairs were made. 
  
  I did NOT say this problem had been going on for months.
  I did NOT drive the vehicle 172 miles after the diagnosis.
  I paid my full contract with Car Guard, ironically the last payment was the month prior to this occurring.

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

  

  Business Response

  Date: 06/22/2023

  The consumer is seeking a refund, the consumer will need to reach out to the company that sold the Vehicle Service Contract, this information has been provided to the consumer. 

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 06/26/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ******* ****

  **Car Guard is not telling the truth about our conversation.  They are liars. They are criminals.  Now they are telling me to seek reimbursement from the company that sold me the contract which, as anyone knows, is solicited by phone calls.None of what they say is true.  They take your money and hide behind their extensive/exclusive contract that no one receives until after the contract is purchased. This is truly disheartening. 

• Initial Complaint

  Date:06/01/2023

  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.

  In 2021, I purchased a extended warranty with car guard. I never used them till the 11th of May. When my truck broke down, I call them. They started to tell me that I did not have a contract with them. It took me till the 12th to call the contract seller. And then the contract seller fix that problem then it was just a sequence of send us 2 years worth of service contracts. I did we need to get a inspector to inspect the fluids and inspect the vehicle. Then the inspector went on a Friday before for holiday. Then when I spoke with the lady saying? Listen, it's been long enough. I need my vehicle on paying for ubers to go to work. Oh, you have car reimbursement for rental car. I was told then they approved it on the 23rd or 20 fourth, but today's the first of met June.
  In my vehicle is still sitting at the shop. The shop I chose cuz they encourage me to choose. Which was *** **** when I normally take my vehicle to a dealer from major work like that. These people are appalling. I'm tired of calling and wanting my vehicle fixed. They make sure they collected their monthly hundreds and $30 for the contract. All the while, I'm still paying for rental cars . Please help me get my truck back. I'm tired of waiting in 10 days. It will make a month. My vehicle has been down waiting for these people to stop dragging their feet, thank you.

  

  Business Response

  Date: 06/05/2023

  To Whom It May Concern (BBB),

  Mrs.******* purchased a Vehicle Service Contract from Supreme Dealer Services on November 19th, 2021. The contract was finance through ***** a third-party finance company, monthly payments are paid to ***** not ******** Administration. As the Administrator ******** only handle claims. The claim was called in for a bad transmission, at the initial start of the claim the policy had not been fully activated by the seller (Supreme Dealer Services).

  ******** requested the seller activate the policy so the claim could proceed. Once the policy was correct ******** proceeded with adjudicating the claim process, this required the customer to provided service records to ensure the vehicle was properly maintained per the contractual agreement between the seller and consumer. SECTION III. C******* *******S RESPONSIBILITIES: C******* *******s Maintenance Requirements: You must have Your Vehicle
  checked and serviced in accordance with the manufacturer’s recommendations, as
  outlined in the Owner’s Manual. Your Vehicle’s Owner Manual lists different servicing.
  recommendations based on Your individual driving habits and climate conditions. You
  are required to follow the maintenance schedule that applies to Your driving habits and
  climate conditions. Failure to follow these recommendations may result in the denial of
  claims.
  Oil Changes and Verifiable Receipts: In the event of a Breakdown, We may request
  oil change and/or service records to verify that maintenance has been properly done. If
  You perform your own maintenance and/or service, You must retain all receipts that
  show the purchase of materials used in the Vehicle maintenance process.

  Once the records were verified the inspector was sent to verify failure, the claim was approved on May 26th, 2023.

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

• Initial Complaint

  Date:03/30/2023

  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.

  I have their highest coverage. My AC line is leaking at the crimp where the metal and rubber meet. They refused to cover it! My contract says they cover all vehicle parts or components, including seals. However, when I called and spoke with them, they insisted they don't cover seals of metal and rubber. What?! My contract doesn't say that!

  

  Business Response

  Date: 04/10/2023

  To Whom It May Concern BBB,

  The claims was denied in accordance to the terms and condition of the vehicle service contract, plastic lines are not listed for coverage.

  Signed,

  CarGuard Administration, INC8

  Customer Answer

  Date: 04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: the claim was NOT for a plastic line. It is a rubber hose. 
  
  Regards,
  
  ********* ****

  

  Business Response

  Date: 04/10/2023

  Rubber hoses is not a mechanical failure, the Vehicle Service Contract only covers mechanical failure, rubber is a wear and tear item, and is not listed for coverage. Customer needs to contact the seller to go over the coverage that was purchased, CarGuard has to go by what was written and agreed to between the seller and consumer.

  Signed,

  CarGuard Administration, Inc

  Customer Answer

  Date: 04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: my contract does not state it’s for mechanical failure only. 
  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:03/16/2023

  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.

  I took my car into my mechanic for a knocking noise and they stated the engine needed to be replaced. I sent them all my service records they denied claim because I continued to drive the vehicle and they indicate cause more damage. I guess they are mechanics too (yea right), my mechanic says no further damage would of cause harm once the knocking started plus the mileage you can see on the vehicle, also I towed the car to my mechanic shop if I wanted to drive it I would of instead of paying for tow. They didn't send an adjuster or anything they just denied the claim. Waste of time and money, don't buy overpriced and they find any way not to pay claims just like all other insurance companies.

  

  Business Response

  Date: 03/16/2023

  To Whom It May Concern (BBB). The customer stated on a recorded line the vehicle was continued to be operated with a known issue. The claim was denied in accordance with the terms and condition. SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES: Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.

  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED: Damage caused by continued operation of an impaired vehicle.

  Customer Answer

  Date: 03/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was not an error message as stated the vehicle made a knocking noise and brought me home as stated.  I immediately contacted my repair facility and had to make an appointment to get the vehicle looked at.  I towed the car to the shop.  I have the receipts to show proof that car was towed not driven to the repair shop, again there was no inspection by the company and I don't know why they would need my invoice records of service since I had the vehicle if they knew I would be denied.  Your scammers you ask the questions in a form yes or no and there's no elaborating, I work from home so when I got home car sat and then got towed to repair shop.  As stated if I was driving on interstate long distance and heard the noise I still need to drive the car to merge off safety I can't just stop in the middle of traffic.  Your beating around the bush and looking for loopholes to not cover me, If you don't plan to do anything then give me back my money ALL OF IT.
  
  Regards,
  
  **** *********

  

  Business Response

  Date: 03/26/2023

  To Whom It May Concern (BBB).
  The customer stated on a recorded line the vehicle was continued to be operated with a known issue. The claim was denied in accordance with the terms and condition. SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES: Prevent Further Damage- Immediately take action to prevent further damage
  to Your Vehicle. The operator of Your Vehicle is responsible for observing
  Vehicle warning lights, gauges, and sensory items that indicate a potential
  Breakdown. Upon this observation, you must immediately arrange for the
  vehicle to be diagnosed. Failure to properly take this action may result in the
  denial of claims.
  SECTION V. EXCLUSIONS – WHAT IS NOT COVERED: Damage caused by continued operation of an impaired vehicle.
  
  Signed,
  CarGuard Administration, INC

  Customer Answer

  Date: 03/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:01/13/2023

  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.

  Details of the Problem
  
  Date of transaction: March 30,2020
  
  The amount of money I paid the business: $4,344.00
  
  What the business committed to provide me: Platinum Deluxe Service promised to provide repair for the breakdown, wear and tear and mechanical failure of ALL of my vehicle part(s) or components ,including seals and gaskets. The exception is with the part labelled "V" . Exclusions-Not covered, less Your Deductible, in accordance with the terms and conditions of the contract.
  
  What is the nature of the dispute: I am seeking restitution in the form of a refund, because the did not honor their contract to provide compensation to its loyal customer.
  
  Whether are not the business has tried to resolve the problem:
  Attempts to reach an administrator with this company has been unsuccessful. I talked with a representative of this company and they told me to write a letter and have the letter notarized and I complied. I called back and they (representative)told me that I needed to write another letter including my car mileage and I wrote a second letter and sent it certified. Well, to this day I have not received compensation from this company. I have repeatedly ask someone to call me back with the status of my refund. One representative said the check is in the mail. My letter was sent in August 2022.
  
  Account tracking number: *********** 

  

  Business Response

  Date: 01/12/2023

  To Whom It May Concern (BBB): The consumer purchased a Vehicle Service Contract from Warranty Protection Services administrated by CarGuard Administration. CarGuard Administration, INC is an administrator of Vehicle Service Contracts. We don not engage in any marketing directly to consumers of any type. The consumer has been provided the seller information in regard to a refund.

  Signed,

  CarGuard Administration, INC

  

  Business Response

  Date: 01/17/2023

  To Whom It May Concern (BBB) The consumer was sold by Warranty Protection Services. CarGuard Administration, INC is an administrator of
  vehicle service contracts. We do not engage in any marketing directly to
  consumers of any type. Customer would need to contact the company that sold the policy for a refund.

   

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:01/03/2023

  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.

  I purchased a warranty for two of my cars in Sept 2022, both cars are driven by my daughters. In November (specifically, the Monday before Thanksgiving) the Kia Sportage had issues when my daughter began driving it, all lights turned on, then stopped moving in an intersection outside of her college. I called *** and had it towed back home to an ASE-certified mechanic, per conversation with the car guard rep. Car Guard was contacted by the mechanic and was not given the green light to do anything although everything was paid up and the maintenance of the car was completed regularly. The rep caused an uproar with the mechanic several times and has been shady, ducking phone calls and not handling the warranty properly. Now I am forced to get legal involved, as I have paid for the warranty and have done my part throughout this process and I am now dealing with a breach of contract as I am thinking they do not want to cover the issues the mechanic found after the diagnostic tests were completed. My daughter is in need of the car for school which begins again next week - she has been without it for over a month with no answers.

  

  Business Response

  Date: 01/11/2023

  To Whom It May Concern (BBB):

  *** ***** purchased a Vehicle Service Contract from American Auto Repair Coverage, administered by CarGuard Administration. Customer contacted CarGuard Administration on November 21st, 2022, stating the vehicle was stuck on side of the road and all the light were flashing and loss of power. Shop called in stating the engine would need to be replaced.

  CarGuard customer service team reach out to the customer to inform her service records were needed to verify the vehicle was properly maintained per the contractual agree between American Auto Repair Coverage and the consumer SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES: Oil Changes and Verifiable Receipts: In the event of a Breakdown, We may request
  oil change and/or service records to verify that maintenance has been properly done. If
  You perform your own maintenance and/or service, you must retain all receipts that
  show the purchase of materials used in the Vehicle maintenance process.

  Service records were never received from the consumer, the claim was denied in accordance with the terms and condition of the Vehicle Service Contract.

  The customer has been contacted and the denial has been explained in detail.

  Signed,

  CarGuard Administration, INC

• Initial Complaint

  Date:01/03/2023

  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.

  Contract # *********** 
  They denied my claim. Trying to say it is a pre existing condition.
  This is because I had taken my vehicle to the shop in June of 2020 saying there was a rattle in the engine. They replaced the spark plugs and rattle went away. I took the vehicle in 15 months later because it was shifting hard and there was another rattle , which I thought was in the engine. They did not find anything in the engine but did do some repair work to the transmission. This did take care of the rattle, problem fixed. It has never rattled since and still doesn’t.
  I bring my vehicle to the shop once again a year later to have some work done , it sounds like a relay is chattering when you start it. They deny the claim because they say that the engine problem was never diagnosed and repaired. I have explained that just because I was saying there was a rattle in the engine, I would have had no idea that the rattle was actually coming from the transmission. There was not a problem with the engine.
  They want me to provide a service record for a rattling engine repair that actually never even existed. I have tried to explain that and even gave them the service records that states the rattle may have just been related to the transmission. They will not move forward until I provide service records for an issue that never even existed.

  

  Business Response

  Date: 01/04/2023

  To Whom It May Concern(BBB) 

  ******* purchased a Vehicle Service Contract from AutoProtect USA on July 8th, 2022, administered by CarGuard Administration. Shop called to start a claim for a rattling noise, CarGard Administration asked for service records to verify the vehicle had been properly maintained per the contractual agreement between AutoProtect and the consumer. The service records showed the consumer first had the rattling issue on June 15th, 2020 at 135,801 miles, then again on September 22nd, 2021 at 149,886 miles. The consumer had another extended warranty at the time and that warranty denied the claim. The claim was denied in accordance to the terms and conditions of the vehicle service contract SECTION V. EXCLUSIONS – WHAT IS NOT COVERED
  Coverage is not provided under this Contract for any of the following Exclusions:
  Pre-Existing Condition(s): Any Vehicle found not to be in good
  mechanical order at the time this Contract is placed on the Vehicle,
  or any failure that occurred prior to the purchase of this Contract.
  Any breakdown and/or failure, whereby the cause of failure occurred
  due to a condition that pre-dated the purchase of this Contract shall
  also be expressly excluded from coverage.

  Signed,

  CarGuard Administration, INC

  Customer Answer

  Date: 01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the previous warranty just didn’t cover replacing the spark plugs. Also, my new claim had nothing to do with a rattle, It sounded like a relay switch was chattering. 

  The previous rattle I heard had been fixed with changing the spark plugs the first time and the second time I heard a rattle it was obviously related to the transmission ant not the motor. Once they did the transmission repair the rattle no longer existed and still doesn’t to this day. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 01/10/2023

  To Whom It May Concern(BBB) 
  ******* purchased a Vehicle Service Contract from AutoProtect USA on July 8th, 2022, administered by CarGuard Administration. Shop called to start a claim for a rattling noise, CarGard Administration asked for service records to verify the vehicle had been properly maintained per the contractual agreement between AutoProtect and the consumer. The service records showed the consumer first had the rattling issue on June 15th, 2020 at 135,801 miles, then again on September 22nd, 2021 at 149,886 miles. The consumer had another extended warranty at the time and that warranty denied the claim. The claim was denied in accordance to the terms and conditions of the vehicle service contract SECTION V. EXCLUSIONS – WHAT IS NOT COVERED
  Coverage is not provided under this Contract for any of the following Exclusions:
  Pre-Existing Condition(s): Any Vehicle found not to be in good
  mechanical order at the time this Contract is placed on the Vehicle,
  or any failure that occurred prior to the purchase of this Contract.
  Any breakdown and/or failure, whereby the cause of failure occurred
  due to a condition that pre-dated the purchase of this Contract shall
  also be expressly excluded from coverage.
  Signed,
  CarGuard Administration, INC

  Customer Answer

  Date: 01/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:

  There is not a pre existing condition. My vehicle has always come out of the shop running perfectly. The issue at hand occurred after purchasing this extended warranty. 
  
  Regards,
  
  ******* ******