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Business Profile

Auto Service Contract Companies

SureGuard USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 36 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/02/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 grandmother received a predatory and misleading letter in the mail stating that her vehicle's warranty had expired. The letter did not even reference the correct make or model of her car. Concerned, she called the provided number and spoke with pushy and deceptive sales representatives who lied to her about her coverage and pressured her into purchasing an extended warranty she did not need.They offered a "discounted price" of $3,700 if she paid in full, which she did. Her bank flagged the transaction as fraudulent and declined the charge. The bank advised us to contact Sureguard USA to ensure the policy is canceled to prevent further attempts to charge her account. The company committed to providing an extended warranty, but there is no way to reach customer service or their warranty department. Attempts to contact them have been completely unsuccessful.Upon further investigation, we discovered that the company, Sureguard USA, appears to be a new entity with suspicious practices. The phone number provided in the letter does not match any legitimate business information found online or on the Better Business Bureau website.

    Business Response

    Date: 12/03/2024

    Ms. *******,

    We at SureGuard USA apologize for any confusion our mailer may have caused you or your grandmother. We pride ourselves for providing complete transparency to our consumers on every call, and it is to our dismay to hear about your experience with our company. Upon thorough review, it appears your grandmother initiated contact on 12/2/2024 at 11:32 am CST. At this time, she attempted to elect coverage on her 2020 ***** RX 350 by paying for the policy in full. Her **** was declined and coverage WAS NOT activated. Upon further investigation, I can confirm you did in fact reach our sales department at 1:20 PM and our agent tried explaining the coverage in detail and then ended up forwarding you to our customer service department for further assistance. This was followed by two additional incoming calls to our customer service department at 2:37 pm and 3:04 pm. At this time you were advised there is no active contract for your grandmother and the payment was not completed. We at SureGuard USA extend our apology for any inconvenience or frustration that you may have experienced while communicating with our company. Your grandmother has been removed from our mailing list and will no longer receive any communication from SureGuard USA. We appreciate you relaying your concern, as we rely on consumer feedback to maintain excellence. Happy Holidays!

     

    -Administration 

    Customer Answer

    Date: 12/04/2024

    Complaint: 22627920

    I have reviewed the business' response and am rejecting it because:

    Subject: Response to SureGuard USAs Reply

    Thank you for your response. Unfortunately, your explanation fails to address the core issues raised about SureGuard USAs predatory and misleading practices.


    The mailer sent to my grandmother was deliberately designed to create confusion and fear, a tactic frequently used to prey on vulnerable individuals, including the elderly. Despite your claims of transparency, your agents misrepresented themselves, pressured my grandmother to purchase a warranty without providing clear details about the service contract, and failed to disclose that phone calls were being recordedpractices that are unethical and may violate consumer protection laws.


    Further, according to publicly available information from the ***, businesses like SureGuard USA, with less than a year of operation, often collapse before consumers can utilize their so-called policies. This raises significant concerns about the legitimacy and sustainability of your services.


    Your companys nearly inaccessible customer service department and the aggressive sales tactics used to target my grandmother reinforce the impression that SureGuard USA relies on predatory methods rather than ethical business practices.


    While you note that no payment was successfully processed and my grandmother was removed from your mailing list, these actions do not absolve your company of responsibility for its misleading and unethical practices.


    I expect the BBB to take these concerns seriously and hold SureGuard USA accountable for its behavior to prevent others from experiencing similar treatment.


    Sincerely,


    **** *******

  • Initial Complaint

    Date:12/02/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company keeps spam sending me mail about a vehicle I have never owned. I have even called the number on the mail for them to stop sending me mail.

    Business Response

    Date: 12/02/2024

    Ms. ******,

    We at SureGuard apologize for any frustration or inconvenience our mailer may have caused. As of today, you have been removed from our mailing list and will no longer receive any communication from SureGuard USA. We appreciate you forwarding your concern, your feedback is valued. Happy Holidays! 

    -Administration 

    Customer Answer

    Date: 12/03/2024

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

    ***** ******

  • Initial Complaint

    Date:11/30/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Was trying to get an insurance estimate for a car I was looking at purchasing in the future, and now I'm getting unwanted letters of "Final Attempt To Notify" and things of the sort. I never had any insurance with said company and I don't even have the vehicle. I want these letters to stop coming to my house and my information gone from their database. I never asked to receive any insurance or letters.

    Business Response

    Date: 12/01/2024

    Mr. *********,

    We at SureGuard USA apologize for any confusion or inconvenience our mailer may have caused. As of today, you have been removed from our mailing list and will no longer receive any communication from SureGuard USA. Thank you for reaching out with your concern, we value your feedback. Happy Holidays! 

    -Administration 

  • Initial Complaint

    Date:11/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 get text and letters from sure guard and I dont have the vehicle in question and am not affiliated with them. I want it to stop.

    Business Response

    Date: 11/26/2024

    Mr. Bronc,

    SureGuard USA is an inbound center and we do not solicit via text however, I was able to locate you on our mailing list. We at SureGuard USA apologize for any inconvenience or confusion our mailer may have caused. As of today, you have been removed from our mailing list and will no longer receive any communication from SureGuard USA. We value your feedback and appreciate you forwarding your concern. Happy Holidays! 

    -Administration 

  • Initial Complaint

    Date:11/20/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 keep getting "time sensitive" and "final notice" scam letters in the mail about activating coverage on a vehicle that I don't even own. I just want the letters to stop

    Business Response

    Date: 11/20/2024

    Ms. *******,

    We at SureGuard USA apologize for any confusion or inconvenience our mailer may have caused. As of today, you have been removed from our mailing list and will no longer receive any communication from SureGuard USA. Thank you for forwarding your concern, our goal is to maintain consumer satisfaction and all feedback is valuable! 

    -Administration 

    Customer Answer

    Date: 11/21/2024

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

  • Initial Complaint

    Date:11/19/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 asked repeatedly to cease sending letters, have received several "Final Attempt to Notify" and obviously it isn't. Not interested in this service, have told them that I'm not interested. This borders on harassment. Want the letters to STOP immediately.

    Business Response

    Date: 11/19/2024

    Mr. ****,

    We apologize for any inconvenience our mailer may have caused. You have been removed from our mailing list and will no longer receive any communication from SureGuard USA. Thank you for relaying your concern, your feedback is appreciated. 

    -Administration 

  • Initial Complaint

    Date:11/18/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 received a letter in the mail today regarding a vehicle service contract. I did not sign up to get this ridiculous letter, nor do I want to receive anymore. Stop the harassment.

    Business Response

    Date: 11/19/2024

    Ms. ********,

    We at SureGuard USA apologize for any inconvenience our mailer may have caused. We have removed you from our mailing list as of today, you will no longer receive any communication from SureGuard USA. Consumer satisfaction is our ultimate goal, your feedback is imperative in order for us to maintain excellence! Thanks for forwarding your concern. 

     

    -Administration 

    Customer Answer

    Date: 11/20/2024

    Complaint: 22573602

    I have reviewed the business' response and am rejecting it because: you shouldnt have sent me this stupid c*** in the first place. The reason you did was because the car formally was owned by my elderly family member who you took advantage of, which should not have happened because shes on the DMAchoice list. Theres a special place for you. 




    Sincerely,

    *** ********

    Business Response

    Date: 11/21/2024

    Ms. ********,

    SureGuard USA markets our consumers based on the age of the vehicle, not the age of the potential customer. We base our solicitation on the year of the vehicle and the expiration of the factory warranty. Once again, I can assure that you have been removed from our mailing list and will no longer receive any communication from SureGuard USA. We do apologize for the frustration that our mailer has caused, and hope you have a Happy Holidays!

    -Administration 

    Customer Answer

    Date: 11/25/2024

    Complaint: 22573602

    I have reviewed the business' response and am rejecting it because: I didnt want this mail to start with regardless of the age of the car. Dont share or sale my information either. I dont want nor need a car warranty. 




    Sincerely,

    *** ********

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    this company sent a threatening letter to make it seem like i didnt have car insurance and when i called to have my number and residence removed from their list i was told my vehicle would be flagged as high risk. which was a threat. i have never interacted with this business other than receiving this letter and two threatening calls. flag them and please shut them down!

    Business Response

    Date: 11/19/2024

    Ms. *******,

    We at SureGuard USA apologize for any inconvenience our mailer may have caused. It is to our dismay to hear that your interaction with our company was negative, we appreciate you relaying your concern as your feedback is key in order for us to remain successful! You have been removed from our mailing list and will no longer receive any communication from SureGuard USA. Thanks again for reaching out. 

    -Administration 

    Customer Answer

    Date: 11/20/2024

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

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

  • Initial Complaint

    Date:10/18/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Today, 10/18/24, around 4 pm EST. I looked in my mail and got a letter saying that I am getting a final notice on my vehicle warranty. I called the number on the letter, and got ******* ******, National Producer Number ******** License number ********. I listen to his spiel and as I was telling him no. I got the same coverage from when I bought the vehicle, from my own insurance, and from the other additional coverage that I am paying for. He called me wrong and said I didn't know what I was doing. He said that dealerships are only after money and don't care if cars break down because that's how they sell new cars to people because they can't afford ********** phone hung up, because the area I'm in, cell coverage doesn't really exist, and didn't see he called me back. He went through his spiel again, and threatened me. He said he was closing my account, and putting a **** on my vehicle records saying that it's high risk, and that I should pay better attention to him when I have to repair my vehicle later.3 things.1 - I'm a pretty book smart person. I do my research before I agree to anything. So what he said is truly incorrect and he should be ashamed for shaming people into scamming them.2 - He shouldn't have any ability to put ****s on my records on a national level when I'm not a customer.3 - He threatening me that he wishes that my vehicle breaks down. He's wishing bad luck on someone.

    Business Response

    Date: 11/22/2024

    Mr. *****,

    We at SureGuard USA apologize for the experience you had with our company. We pride ourselves in providing transparency during every call. It is to our dismay to hear of the interaction you had with our team. Please be advised that you have been removed from our mailing list, and you will no longer receive any communication from SureGuard USA. Thank you for forwarding your concern, as we rely on consumer feedback to maintain excellence. 

    -Administration 

    Customer Answer

    Date: 11/25/2024

    Complaint: 22442524

    I have reviewed the business' response and am rejecting it because:

    It doesn't address the employee or his actions.
    Getting off a list is find, but he made threats to make me and my vehicle marked as high risk. This would effect both myself and my insurance.
    Doesn't state whether or not the call was reviewed, because the way he sounded, it made it seem like the company's sale point is to bully people into buying their stuff, and make them feel stupid for just being alive.

    Sincerely,

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

  • Initial Complaint

    Date:09/20/2024

    Type:Billing Issues
    Status:
    Answered
    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 contacted them back in June due to information I have received in the mail much like other people about my cars warranty. I was unsure about all of this and even the price threw me off. After a month of paying for it I decided I no longer wanted to pay for this so I mailed out a letter as INSTRUCTED BY THE MANUAL during the month of August and have yet to hear back from them. I was charged again this month despite trying to cancel. Ive called them during hours Im able to and they would be closed. I have emailed them twice about this and still no response.

    Business Response

    Date: 09/20/2024

    Ms. ******,

    We at SureGuard USA apologize for the trouble youve had trying to reach us. Unfortunately, we have no record of any contact from you since we first received your phone call inquiring about our services in June, 2024. One of our customer service representatives was able to reach you today successfully, it is to my understanding that you wish to keep the coverage you originally purchased and do not wish to receive a refund. We do strive to maintain customer satisfaction, we are pleased to have the privilege of protecting your vehicle. If you have any questions in the future please do not hesitate to reach out to our customer support team at  ************. We are here to serve! 

    - Administration 

SureGuard USA is NOT a BBB Accredited Business.

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