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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:07/09/2024

    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.
    My Son received a letter from this company stating his "new car warranty had expired" and that an "Immediate Response was required". My son is young and inexperienced so he thought he had to call and that he no longer had a warranty on a car he just bought less than a year ago. When he bought the car he bought the full extended 10 year warranty through the dealer, so his warranty was far from expiring.By saying his warranty had expired the letter was extremely misleading to the point of straight out lying to customers in order to sale them a useless warranty. Fortunately, within an hour of buying their warranty he talked to me about what happened and I helped him understand it was a total SCAM! I told him to call the dealer and verify the warranty he bought was actually still in affect and it was full coverage.He then called the company to cancel the policy which they did after putting him on hold 4 times and making him talk to three different people.In my opinion, this company should loose there business licenses and be charged with fraud for lying in their advertisement and making people think their car warranty is expired when they have no idea what the actual warranty status of the car is.

    Business Response

    Date: 09/12/2024

    ****************,

    We at SureGuard USA apologize for any inconvenience or misunderstanding our mailer may have caused. Our notice clearly states that the new car warranty may have expired. We request your exact mileage on our notice to confirm if our offer is right for each consumer individually because a consumers factory warranty can expire based on either time or mileage, whichever one comes first. Our notices do not state that any consumers warranty hasexpired. The products that we offer are sold inside of dealerships nationwide and have paid out millions of dollars in vehicle service contract claims over the past decade.  Our notice also states in bold lettering that this is not a bill insinuating that there is no obligation to the consumer if our offer doesnt apply to their circumstance. We have found that most consumers opt out of getting a service contract when first purchasing a vehicle because the vehicle has factory warranty. We choose not to solicit people who have just purchased new cars but rather people that may be close to expiration or may have expired factory coverage in order to avoid double covering the consumer. We pride ourselves for offering a stellar consumer experience , it is unfortunate to hear of your sons dealings with our company. We are unable to locate your sons information based on the information you provided. If you would like to respond with this information, I will be sure that he is removed from our mailing list and no longer receive any communication from SureGuard USA. We appreciate your feedback, thank you for forwarding your concern. 


    -Administration 

  • Initial Complaint

    Date:07/04/2024

    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 receiving letters from SureGuard USA. They keep on trying to sell me an extended warranty for my 2021 Lexus RX350. I presently have extended warranty from the dealer I bought the vehicle from. I contacted about the letter and they told me it is a scam. I WANT YOU TO STOP THEM FROM CONTINUOUS HARASSMENT!

    Business Response

    Date: 07/22/2024

    ******************,

    We at SureGuard apologize for any inconvenience our mailer may have caused. I can confirm you have been removed from our mailing list and you will no longer receive any communication from SureGuard USA. 

    -Administration 

    Customer Answer

    Date: 07/23/2024

    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:05/29/2024

    Type:Product 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.
    Car warranty companies keep calling my elderly mother (*********************** - ******************************************** ) and selling her extended car warranties. She does not own a car. I attempted to call SureGuard USA and have not been able to talk to anyone. It simply says no agents are available and hangs up. I also sent an email and recevied no response. I need these charges to stop.

    Business Response

    Date: 06/03/2024

    Ms. *********************************,

    SureGuard USA is an inbound call center, our sales representatives do not have the ability to make any outbound calls. After reviewing the communication between your mother *********************** and SureGuard USA, it appears she first reached out to us directly on 4/29/2024 at 1:39 PM. At this time she expressed interest in a *************** Contract and was advised by the salesman that her exact mileage would be needed to complete the purchase. She was provided with our customer service phone number to call back when she was ready to move forward due to the fact she stated she was not with the vehicle at 1:57 PM on 4/29/2024. She did in fact call back in to complete the transaction at 2:09 PM on 4/29/2024 and provided a different representative with the exact mileage on the vehicle for which she purchased coverage for as well as payment information for her $295.00 down payment. Ms. ***** policy became delinquent on 5/29 and was contacted by our collections department on 6/3/2024 at 8:57 AM and was advised that the payment method we had on file was declining. She requested a callback and at 9:40 AM on 6/3/2024 she successfully updated her payment method and completed her monthly installment amount of $275.44. We at SureGuard USA value our customers and aim for 100% satisfaction. Our **************** manager did attempt to reach you today by phone at the contact number you provided. He was unsuccessful but did leave a message with the direct number to reach us back if you have any further questions. Please be advised that per your request, Suellens policy has been canceled as of 6/3/2024 and a full refund has been processed for both the down payment and monthly installment that was captured to the payment method that was provided. We value your feedback and apologize for the miscommunication in regards to your mother not owning a vehicle. 

    -Administration 

  • Initial Complaint

    Date:05/13/2024

    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 am constantly receiving mail about a vehicle associated with my name and address. When called they gaslighted me into saying someone opened a vehicle in my name. Upon my credit report it is confirmed that no one did such thing. This is illegal to tie my name and address to a vehicle I do not own.

    Business Response

    Date: 06/04/2024

    ****************,

    On behalf of SureGuard USA, we apologize for any misunderstanding or miscommunication that took place during your call on 5/13/2024 at 5:48 PM. All of our calls are monitored and recorded and we were able to successfully review your conversation with our sales agent upon receiving your complaint. It has been determined that you wish to be removed from our mailing list, and this has been done. You will no longer receive any communication from SureGuard USA. 

    -Administration 

  • Initial Complaint

    Date:04/27/2024

    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 keep getting junk mail from this company disguised as official mail - with NO RETURN ADDRESS. I demand to be removed from their database forever.

    Business Response

    Date: 06/05/2024

    Hello,

    We at SureGuard USA apologize for any inconvenience our mailer may have caused. You have been removed from our mailing list and you will no longer receive any communication from our company. 

    - Administration 

    Business Response

    Date: 06/05/2024

    Hello,

    We at SureGuard USA apologize for any inconvenience our mailer may have caused. You have been removed from our mailing list and you will no longer receive any communication from our company. 

    - Administration 

    Business Response

    Date: 06/05/2024

    Hello,

    We at SureGuard USA apologize for any inconvenience our mailer may have caused. You have been removed from our mailing list and you will no longer receive any communication from our company. 

    - Administration 

  • Initial Complaint

    Date:03/21/2024

    Type:Customer Service 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 receive, no less than twice monthly, unsolicited marketing material in the postal mail. This material states that "IMMEDIATE RESPONSE IS REQUESTED". about my vehicle warranty expiring. The mailer clearly states all policies are from SureGuardUSA and provides no other company identifying information. When I call to remove myself from all mailing lists i'm informed, "They don't contact me", "they didn't send the mailers" etc. and refuse to allow me to decline any further contact. Their number ***************) is the ONLY contact information on the mailer.This is harassing, deceptive, and i'm fairly certain illegal. Their website seems extremely unsafe, their privacy policy is VERY not okay.

    Business Response

    Date: 04/18/2024

    ********************,

     

    We at SureGuard USA apologize for any inconvenience or confusion our mailer may have caused. After thorough investigation, we were able to determine that contact was made by you with a member of our staff at 6:42 PM on 3/21/2024. You have been removed from our list, no personal information has been disclosed or shared as we pride ourself in consumer privacy, and you will have no further contact from SureGuard USA. For clarification, we only solicit our services to a consumer one time. It's very possible that other companies offered the same services that we provide which may have caused this miscommunication. Thank you for your feedback, this allows us to ensure excellence!

     

    Administration

  • Initial Complaint

    Date:01/24/2024

    Type:Customer Service 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.
    ACTIVATION FOR COVERAGE FOR SERVICE CONTRACT FOR A 2020 ***** V90,I DO NOT OWN OR NEVER HAVE I OWNED THIS VEHICLE NOR HAVE I EVER HAD ANY BUSINESS DEALING WITH THIS ********************************** OR SureGaurd USA THEY HAVE A CUSTOMER ID NUMBER ******** DO NOT KNOW HOW THIS COMPANY GOT MY NANE AND MAILING ADDRESS THIS IS NOT THE FIRST LETTER I HAVE RECIEVED.HAVE RECIEVED LETTERS ON OTHER VEHICLES I DO NOT OR HAVE NEVER OWNED SCARED TO CALL THE NUMBER ON THE LETTER PLEASE STOP THESE MAILINGS I AM SURE THEY GET ELDERLY PEOPLE ON THIS SCAM

    Business Response

    Date: 04/18/2024

    Mr./Mrs. ***********************,

    We at SureGuard USA apologize for any inconvenience or misunderstanding our mailer may have caused. You have been removed from our mailing list and you will receive no further communication from SureGuard USA. To confirm, no personal information was disclosed or shared, we pride ourselves at SureGuard USA for our consumer privacy practices. We rely on feedback to maintain consumer satisfaction, thank you for relaying your concern. 

     

    Administration 

     

     

SureGuard USA is NOT a BBB Accredited Business.

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