Auto Service Contract Companies
CarGuard Administration Inc.Headquarters
Important information
- Customer Complaint:Custom Text
Complaints
This profile includes complaints for CarGuard Administration Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 52 total complaints in the last 3 years.
- 10 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: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.
An extended warranty was purchased through ********** ********** ******* for my 2018 Silverado 2500 truck. My claim was denied on October 31st by **** *****. The reason given for denial of the claim was that my vehicle is considered commercial. In the warranty book the definition for commercial use does not fit my vehicle as it is not being used for any of those reasons defined in the definition. The weight of the vehicle puts it in the category of commercial in NC although it’s a private vehicle. ********* is denying my claim because they said a box was not clicked on the application. ********** ********** staff states that Carguard should have contacted me within 30 days. I have spoken to ******* a few times at ********** ****., as well as my husband seeking assistance with this matter and each company is blaming the other while my vehicle sits at the dealership not being repaired. This is robbery from both ends with ********** ********** and *********. ********** ********** is selling these warranties grabbing money without any concern with how it's impacting customers like myself who work hard for their dollars. I should not have to fight to get my vehicle repaired under this warranty but I am because my vehicle does not fall into the definition of commercial use as defined. This fight is costing me time, undue stress and mental anguish as these companies pass the blame to each other while they continue to make big bucks off older people like myself. I just want my truck repaired as I have paid for this warranty to cover it. It's unfair and downright wrong that this company is looking for every little loop whole to deny my claim. In NC the weight of my truck is what classifies it as private/commercial but its' not being used as defined in the defintion of the warranty book so why is my claim denied? I'm seeking legal advice as this is wrong on all ends with both these companies.
Business Response
Date: 11/14/2022
To Whom It may Concern (BBB), the customer provided this document confirming the vehicle is registered as commercial. Please see attachment. Customer has also not maintained the vehicle per the owner's manual intervals. Service records that were provided shows as follows: SR's
12.22.2021 91,751 - oil change
7,613 miles in between oil changes - 113 miles over SI
02.17.2022 99,364 - oil change
8,259 miles in between oil changes - 759 miles over SI
07.09.2022 107,623 - oil change
18,919 miles in between oil changes - 11,419 miles over SI .The claim was denied in accordance to the terms and condition of the Vehicle Service Contract between ********** **********, LLC and the consumer SECTION III. CONTRACT HOLDER’S RESPONSIBILITIES: Contract Holder’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.The commercial surcharge was not added on at time of sell.
Signed,
CarGuard Administration, INC
Customer Answer
Date: 11/14/2022
[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,
******* ******So now ********* is saying they denied my claim due to poor maintenance instead of the commercial use definition. They keep changing the narrative to work in their favor to avoid paying for repairs to my vehicle. The attached document was sent showing the maintenance with oil changes. The email denial I received in the documents I previously sent when ********* claimed I was not a customer (another loophole to get out of paying) states the denial was based on commercial classification and not paying a surcharge (see more ask for money) which my vehicle does not meet the definition as defined in ********** ********** Warranty book. I just want ********* to repair my vehicle as I have paid for this extended warranty and followed the guidelines of the extended warranty I paid for. This is ridiculous that ********* is still trying to find loopholes in not covering my vehicle repairs. How are they able to get away with such misrepresentation of why my claim was denied and continue to lie? This is unbelievable and been such a nightmare with ********* and ********** ********** doing the blaming game. I do reject their response because its a lie!
Business Response
Date: 11/16/2022
To Whom It May Concern (BBB)
CarGuard Administration is not the same company as *********, this information has been provided to the consumer.
Signed,
CarGuard Administration, INC
Customer Answer
Date: 11/17/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ******My response to reference complaint number ******** should not be posted online as a complaint or a review please. Corrections need to be made to correct errors in my previous response. I would like to retract my response so that it’s sent to Carguard and not *********.
So now Carguard is saying they denied my claim due to poor maintenance instead of the commercial use definition. They keep changing the narrative to work in their favor to avoid paying for repairs to my vehicle. The email denial I received in the documents I previously sent when Carguard claimed I was not a customer (another loophole to get out of paying) states the denial was based on commercial classification and not paying a surcharge (see more ask for money) which my vehicle does not meet the definition as defined in ********** ********** Warranty book. I just wanted Carguard to repair my vehicle as I have paid for this extended warranty and followed the guidelines of the extended warranty I paid for. This is ridiculous that Carguard is still trying to find loopholes in not covering my vehicle repairs. How are they able to get away with such misrepresentation of why my claim was denied and continue to lie? This is unbelievable and been such a nightmare with Carguard and ********** ********** doing the blaming game. I done as this does not seem to be resolving anything. I just think customers should beware.Initial Complaint
Date:10/07/2022
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.
About 4 weeks ago I have submitted a claim to Carguard regarding my Corvette 2017(Vin# attached in my contract which shall be used to identify my car) After going back and forth with claims department and their chief operation officer, a decision was made that this claim will be denied because their is a Technical service bulletin on my car. When I came to know about this I contacted GM motors and a couple of other dealerships. After all the research, A Technical service bulletin is a "one step guide released by GM motors to help a technician find and resolve issues".
"How a consumer will know about a TSB while purchasing extended warranty? car guard claims to provide bumper to bumper coverage, but yet don't cover main component of power train just because there is a TSB, My question is when I was purchasing policy how come it was not declared that my car has 100 TSB's or how come its not mentioned anywhere in contract that TSB's are looked up based on year make and model not by VIN #, because ******* ****** says otherwise. if we go based of year make and model that would mean all cars from 2104 to 2019 should be call for recall".
Upon contacting GM motors I did find out that there is one service bulletin which pertains to my VIN number (that service bulletin is related to fuel Pump issue).
After back and forth communication with car guard I have been told that this claim will stay denied, even though I tried to explain my points and ask for a reason for denial. I never got a satisfactory answer.
The way car guard treat their customers is outrageous. I have been told that I can move on legally for this case. I was shocked hearing this from a consumer perspective.
it cost me 5700$ to fix my car, at the end of the day its about principle. Is there no one out there who can imply rules and regulation on business like these??Business Response
Date: 10/12/2022
To Whom It May Concern (BBB) Mr *** purchased a Vehicle Service Contract from ** ********** on his 2017 Chevrolet Corvette, administered by CarGuard Administration.
Shop contacted CarGuard Administration to start a claim for the consumer for bad turbo. Once the diagnosis was given by the repair shop, it was noted there was a Technical Service Bulletin associated with the turbo failure (***************
CarGuard contacted the shop to inform them the repairs would not be covered per the contractual agree between ** ********** and the consumer SECTION V. EXCLUSIONS – WHAT IS NOT COVERED: Coverage under this Agreement is
similarly limited in the event of a Breakdown if the manufacturer has announced its
responsibility through any means, such as a recall.
Technical Service Bulletins and Factory Service Bulletins, whereby the
manufacturer has declared a known defect or recurring issue with Your Vehicle,
shall also be expressly excluded from coverage under this Agreement. This shall
apply even if the manufacturer has elected not to pay for repairs through a recall
or other method.The claim was denied in accordance with the term and condition of the Vehicle Service Contract. The denial has been explained to the consumer. CarGuard Administration is not the seller of the contract, CarGuard is the administrator of the Vehicle Service Contract, any explanation of the purchase of the contract, what is covered, what is not covered comes from the seller ** **********.
Signed,
CarGuard Administration, INC
Initial Complaint
Date:10/04/2022
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.
Several months ago the motor in our 2011 GMC Acadia went up. I contacted carguard they asked for the receipts for the oil changes so we could start a claim to get the motor replaced, however they denied the claim stating the oil that was used by the place where we got our oil changed at, used the wrong oil. However when looking up kind of oil it takes, it's the same as what is required for said vehicle. They have yet to give us a more accurate response on why it isn't covered.Business Response
Date: 10/12/2022
To Whom It May Concern (BBB)
Mrs.**** purchased a Vehicle Service Contract from ***** ******* **********, administered by CarGuard Administration. The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract.
Repair facility called to start a claim for customer, shop stated the vehicle was 2 quarts low on oil, and the incorrect oil was used in the vehicle.
After reviewing the shops findings, the claim was denied per the contractual agreement between ***** ******* **********, and the customer in Section V. Exclusion it states Damage caused
by pre-ignition detonation, pinging, improper/contaminated fuel including fuels
containing more than ten percent (10%) ethanol if the engine was not
manufacturer for this mixture, excessive fuel conditions, lean fuel conditions,
clogged fuel injectors, improper
lubricants, or improper engine adjustments. Any mechanical Breakdown
caused by failure to
maintain proper levels of lubrication, lubricant blockage, coolant
blockage, lack of
lubrication, or carbon buildup in cylinders.Signed,
CarGuard Administration, INC
Customer Answer
Date: 10/19/2022
[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:When I contacted carguard about my claim being denied there was no mention of the oil being 2 quarts low nor any mention of the wrong fuel being used. The place where I took my vehicle never said anything either. They did tell me the oil looked dirty, but all they did was look at the oil and nothing else. So I'm curious on how all of the detailed information is now so in depth, when all that was done was them just looking at the oil? There was no breakdown of the engine, no tests ran on the oil or fuel, so how can they be so sure that that is the reason for the motor to go? I feel they are just trying to get out of keeping their commitment to replace the motor. I don't understand how the oil could have been dirty looking seeming we had just had the oil changed I believe it was the week before the motor went.
Regards,
****** *******Business Response
Date: 10/27/2022
To Whom It May Concern (BBB)
Mrs.**** purchased a Vehicle Service Contract from ***** ******* **********, administered by CarGuard Administration. The claim was denied in accordance with the terms and conditions of the Vehicle Service Contract.
Repair facility called to start a claim for customer, shop stated the vehicle was 2 quarts low on oil, and the incorrect oil was used in the vehicle.
After reviewing the shops findings, the claim was denied per the contractual agreement between ***** ******* **********, and the customer in Section V. Exclusion it states Damage caused by pre-ignition detonation, pinging, improper/contaminated fuel including fuels containing more than ten percent (10%) ethanol if the engine was not manufacturer for this mixture, excessive fuel conditions, lean fuel conditions, clogged fuel injectors, improper lubricants, or improper engine adjustments. Any mechanical Breakdown caused by failure to maintain proper levels of lubrication, lubricant blockage, coolant blockage, lack of lubrication, or carbon buildup in cylinders.
Signed,
CarGuard Administration, INCCustomer Answer
Date: 10/30/2022
[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]I am rejecting this response because:
When I contacted carguard about my claim being denied there was no mention of the oil being 2 quarts low nor any mention of the wrong fuel being used. The place where I took my vehicle never said anything either. They did tell me the oil looked dirty, but all they did was look at the oil and nothing else. So I'm curious on how all of the detailed information is now so in depth, when all that was done was them just looking at the oil? There was no breakdown of the engine, no tests ran on the oil or fuel, so how can they be so sure that that is the reason for the motor to go? I feel they are just trying to get out of keeping their commitment to replace the motor. I don't understand how the oil could have been dirty looking seeming we had just had the oil changed I believe it was the week before the motor went.
Complaint: ********
I am rejecting this response because:
Regards,
****** *******Initial Complaint
Date:09/28/2022
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 a aftermarket insurance for my 2014 Audi S8 and the insurance company is not holding up to the part of the bargainBusiness Response
Date: 09/29/2022
To Whom It May Concern: BBB,
Mr.*** purchased a Vehicle Service Contract on March 15th, 2021, from ******** **** ****** ********, on his 2014 Audi S8, administered by CarGuard Administration.
Shop called to start a claim for bad turbo needing to be replaced. CarGuard Administration reached to the customer to get a statement as what the customer was experience prior to taking the vehicle to the shop.
Customer stated the issue started around 2 weeks ago when they notice oil on the turbo, the customer took the vehicle to the shop, then removed the vehicle from the shop, and continued to operate an impaired vehicle with a known bad turbo.
The claim was denied in accordance with the terms and conditions of the contractual agreement between ******** **** ****** Coverage 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: 10/13/2022
Complaint: ********
I am rejecting this response because:
I was asked have I driven the car,and not have I driven the car with a bad turbo.Furthermore the only thing needs to be repaired is still just the turbo.I was never asked did I drive the car with bad turbo
Regards,
********* *****Initial Complaint
Date:08/11/2022
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.
My complaint is that car guard didn’t want to fix my car because in filing and in my words and the statement that I gave them I drove my car and I drove it home and too the dealership too be check out to see what the problem was . I also told car guard what was wrong took my statement I was contacted by the dealership that said your warranty with not be covered by car guard they will not file the claim I was very disappointed I contacted car guard asking why they stated that I drove the vehicle continuously while it was damaged I said no I drove it home from work and then I let the car sit till it was time to take it to the dealership, and as I told them my car engine light was on when leaving work but it shut off when I took it to the dealership they told me why didn’t I use a tow company which is in my policy, but it doesn’t say i have to use one it says deliver the vehicle to the dealership to get checked, and that’s what i didBusiness Response
Date: 08/15/2022
To Whom It May Concern (BBB) The claim was denied in accordance to the terms and conditions of the vehicle service contract. The customer stated the following "Customer stated the vehicle started jerking last week coming from work. He thought it was bad gas. He continued to drive, and the jerking got worse. the check engine light was on for two weeks prior to taking the vehicle to he shop. The claim was denied per the agreement 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:08/08/2022
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.
We decided to purchase an extended for our 2014 Lincoln MKT on May 16, 2022 from ** **** *******. We had our car taken in for service which should be honored but it is not. The warranty company is not making any sense about what they want.
Our car needs to be fixed we have complied with the terms of the contract. We need our car fixed. My hip was dislocated and I needed to go get it fixed. ***** needs 2 surgeries they are playing with games with our lives.
Please intervene and get something done with them
No excuse for them not honoring our claim. .Business Response
Date: 08/15/2022
To Whom It may Concern (BBB): Mrs.***** purchased a Vehicle Service Contract from ** ********** *** on May 16th, 2022 on 2014 Lincoln MKT, administered by CarGuard Administration. The shop called in to start a claim on July 8th, 2022 for engine concern. The Vehicle service Contract was review to verify covered, once the coverage was verified it was noted the customer was still in the 1,000 mile 30 day waiting period. The customer was informed that the Vehicle Service contract comes with a 30 day 1,000 mile waiting period. The vehicle start mileage was 93,632 the repair facility report the mileage at tome of repair to be 94375 putting the mileage at only 743 miles into contract. The claim was denied due to customer still being in there 1,000 waiting period, the customer has only driven 743 miles the claim was denied for pre-existing per the contractual agreement between ** ********** and the consumer.
Waiting Period means the period of time and mileage that must transpire before a
claim may be filed hereunder. Unless otherwise indicated on the Application Page of
this Contract, the waiting period is equal to thirty days of the Effective Date and one thousand
(1,000) miles from the Effective Mileage of this Contract.SECTION V. EXCLUSIONS – WHAT IS NOT COVERED
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: 08/18/2022
[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:This is a very interesting response and quite expected from this company. Our odometer reading is 94,375 or more when taken to ****** **** for repair. We did not receive a receipt for our car but have been assured the mileage over the phone is as we discussed 94,375 or more. This was checked with the contact purchased and ultimately serviced by Carguard. It met the 30 day and 1,000 mileage waiting period.
We are being told we have to pay for a diagnostic when we aren’t the ones needing it. Charge the warranty company. Our car is being held hostage and not fixed.
With all this considered we did not have a pre-existing condition just a warranty company trying to get out of their contract to repair our vehicle.
We are asking for them to honor their contract that was paid by us and we honored our side of the contract.
Regards,
****** ******Business Response
Date: 08/18/2022
This message originally read on 8/15/2022
To Whom It may Concern (BBB): Mrs.***** purchased a Vehicle Service Contract from ** ********** *** on May 16th, 2022 on 2014 Lincoln MKT, administered by CarGuard Administration. The shop called in to start a claim on July 8th, 2022 for engine concern. The Vehicle service Contract was review to verify covered, once the coverage was verified it was noted the customer was still in the 1,000 mile 30 day waiting period. The customer was informed that the Vehicle Service contract comes with a 30 day 1,000 mile waiting period. The vehicle start mileage was 93,632 the repair facility report the mileage at tome of repair to be 94375 putting the mileage at only 743 miles into contract. The claim was denied due to customer still being in there 1,000 waiting period, the customer has only driven 743 miles the claim was denied for pre-existing per the contractual agreement between ** ********** and the consumer.
Waiting Period means the period of time and mileage that must transpire before a
claim may be filed hereunder. Unless otherwise indicated on the Application Page of
this Contract, the waiting period is equal to thirty days of the Effective Date and one thousand
(1,000) miles from the Effective Mileage of this Contract.
SECTION V. EXCLUSIONS – WHAT IS NOT COVERED
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, INCCustomer Answer
Date: 08/18/2022
[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]
The contract we have and ** ******* has a copy a copy shows mileage at start of contract as 93,003. It is same contract serviced by Carguard and the difference between May 16, 2022 and July where mileage in the odometer is shown to be 84,365 or more is greater than 1,000 miles. So therefore your numbers make no sense. We check d our before making any claim or purchasing any warranty.
si the contract has been honored on our side. Why can’t you honor your side?
Complaint: ********
I am rejecting this response because:
Regards,
****** ******Customer Answer
Date: 08/24/2022
The contract is between Carguard and us with ** **** as the seller to us.
Our actual mileage has been verified by a third party as 94,375.It appears our car has not moved since It was dropped off by Mr ******** therefore, any charges for diagnostic should be waived by ****** **** or paid by Carguard since they require it. Pettis is stating$150 for diagnostic which we did not order, if anyone ordered it was Carguard
We can be reached at ************
Mr ******** has been a Mechinac for many years. His first job was at ****.
********* **** ********
Initial Complaint
Date:07/31/2022
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 7/21/2022 I took my vehicle to the shop.
The total amount I have paid for the extended warranty is $5,387.00. I took my vehicle to the shop to get diagnostics done to see what was wrong and they came back and said my left Front strut was blown out and leaking and my sway bar links were loose and rattling. They denied my claim stating I didn’t act within the time limit stated in my contract however there is no such time limit stated in my contract. I got the appointment as soon as the shop had an opening and I was able to get it there.Business Response
Date: 08/02/2022
To whom it may concern:
BBB,
The customer purchased the contract from ***** ********** ****** (the seller), we at Carguard Administration administer the claims, The
claim that was called in was for the Front strut and Stabilizer links, this was
Denied for not following the contract sold to them by the seller, it is
outlined in section 3, Contract holders responsibility : 1. 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.
The customer waited two weeks before having the vehicle
diagnosed, per the customers own statement.Signed,
CarGuard Administration, INC
Customer Answer
Date: 08/03/2022
[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: I scheduled the appointment as soon as I realized there was something to be concerned about. Not being a mechanic by trade I don’t know what every sound made by a vehicle is and if it is a problem or even where the the noise may even be coming from. The dealer is at least a week out when scheduling appointments, so there was no way to get it in “immediately “ anyway. As far as complying, I feel that I did what was outlined in the agreement. There is no specific timeline written in the agreement, it simply states to get it diagnosed as soon as you realize there is a problem. I got it into the shop at their earliest appointment once I knew there was a problem. Also considering I have paid more than 5 times the amount of the work to be warranted, you should be more than obligated to fulfill your end of the contract.
Regards,
****** *****Initial Complaint
Date:07/29/2022
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.
Purchased an exclusionary warranty 125,000 miles in September of 2019.
We were told that the only thing the policy excluded was maintenance items such as brakes, suspension, and general maintenance. We paid cash for the policy to the tune of 2200 and had not made a claim until July 26 2022. Immediately after the service center filed the claimed they called my wife to get a "statement " in that statement my wife briefly described what was going on and they asked her for 2 years of service history and some photos. This was, as we were told 7 minutes before they close. At 815am the following day 7-27-22 we were informed that our claim was denied due to the statement that was given and she repeated the information that my wife gave them only none of it was what my wife said. We called back and requested management only to be told that because I threatened to report them to the BBB they could no longer speak to us. They entered into a legal contract with me for 2200 and 125000 miles on my truck. They can either return my money or they can pay to fix my truck.Business Response
Date: 08/02/2022
To whom it may concern:
BBB,
On 9/4/2019 the customer purchased the contract from ** ********** here by known as the “Seller”, all claims are administered by
Carguard Administration here by known as the “Administrator”.
On 7/28/2022 the repair facility called in to the
Administrator and stated the vehicle was not shifting correctly, they
recommended the transmission be replaced.
On 7/28/2022 at 4:57pm CST, We called the customer to get
the Customer statement and a brief description as to what was happening leading
up to the failure. The customer stated “when she would accelerate at times, the
transmission would stay in first gear, it would wind up and do a hard shift to
second gear, it won't accelerate properly at all, it runs rough intermittently,
it's making a clicking noise like metal hitting metal when starting, when
driving on the highway at 50-60 mph at a consistent speed, the RPM's go really
high and she can see it shift down, CEL on all issues started 18-24 months ago,
but she's thinking 18 months”
After reviewing her statement it was found that the customer
did not follow the Contract as outlined in Section 3, under contract holders
responsibility: “1. 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.”
The customer failed to take immediate action, as they stated
this started 18 to 24 months ago.Customer Answer
Date: 08/02/2022
[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 18-24 statement is false and when we first had issues with the transmission we brought it to the dealership to have the transmission flushed as per dealer recommendation in may of 2021. The transmissionflush did help until recently when we were noticing problems again and we took it into a transmission specialist to take further action.:
Regards,
***** ******Business Response
Date: 08/03/2022
To Whom It May Concern BBB, the customer has been contacted and the call has been sent to the seller of the Vehicle Service Contract. The claim was denied in accordance with the terms and conditions of the 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
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