Complaints

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

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  Serviceguard Systems, Inc.

  34555 Chagrin Blvd Ste 100 Moreland Hills, OH 44022-1056

  
• 

  Serviceguard Systems, Inc.

  PO Box 22189 Beachwood, OH 44122-0189

  

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:12/12/2022

  Type:Order 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.

  After trying to make a claim with my purchased warranty. I was denied over what seems to be a misinterpretation or misguided decision. A retaining prop shaft bolt on my atv has broken and needs to be fixed. The service contract covers all retainers. See pictures. I was denied because they consider this as hardware which they do not cover. Considering that this specific part has the word retainer in it I was shocked to hear they would not cover it. I think the decision on their behalf was wrong and need to fill be fixed

  Customer Answer

  Date: 12/23/2022

  [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. 
  Please reach out via email and I can sign documents and send back any account information if needed.
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  

  

  Business Response

  Date: 02/03/2023

  December 23, 2022
  Via Upload through BBB Website
  Better Business Bureau
  c/o *** ****** *******
  200 Treeworth Blvd.
  Broadview Heights, Ohio 44147
  RE: ServiceGuard Systems, Inc. – Mr. ****** *****
  Complaint ID ********

  
  Dear Mr. *******:

  
  This letter is in response to the Better Business Bureau's ("BBB") complaint received
  from Mr. ****** ***** ("Mr. *****") against ServiceGuard Systems, Inc. (“SSI”), which has
  been assigned Complaint ID ********.

  
  The complaint has been referred to SSI’s Legal Department and after review of the
  communications and file, below are the relevant facts.

  
  On or about October 10, 2020, Mr. ***** purchased an Xtremegard Service Contract,
  Contract No. ******** (the “Service Contract”), for his Can-Am Outlander All-Terrain Vehicle
  (the “ATV”). The Service Contract contained comprehensive coverage, which specified that
  certain components of the ATV are covered by the Service Contract, except for the items listed
  on the “What is Not Covered” section (located on pages 7 – 9 of the Service Contract, and
  attached hereto for reference). In the “What is Not Covered” section, and relevant to the claim
  asserted by Mr. *****, is that the following are specifically excluded from coverage:
  1) “. . . parts including, but not limited to, . . . washers, nuts, bolts, studs, fasteners, and
  fittings.” (Service Contract at page 8, paragraph 12)
  2) “. . . Failure caused by the loosening of any component.” (Service Contract at page 7,
  paragraph 7)
  On or around December 8, 2022, Atlantic City Cycle Center (the “Dealership”) contacted
  SSI to report a claim under Mr. *****’s Service Contract (the “Claim”). The Dealership
  explained to SSI that a bolt securing the transmission had come loose on Mr. *****’s ATV and
  caused damage to the driveshaft. After conversation with the Dealership, reviewing the Claim
  and the applicable Service Contract language, SSI denied the Claim because of the exclusions to
  coverage listed above.

  
  Mr. ***** subsequently inquired about a certain brochure he found that he claimed
  indicated that “retainers” were to be covered under the Service Contract. As such, he claimed
  that the bolt that came loose on his ATV was known as a retaining bolt and, thus, should be
  covered. SSI informed Mr. ***** that the literature he referred to was not applicable to the
  specific Service Contract (comprehensive coverage) he purchased and that the terms of his
  specific Service Contract govern his Claim. As such, Mr. ***** was made aware that there was
  no coverage of retainers in his contract; bolts were not covered; and that failures and damage
  caused by components coming loose were not covered under his specific Service Contract.
  With this said, given the nature of SSI’s business and its desire to leave customers with a
  positive experience, SSI is willing to offer Mr. ***** a refund of the full purchase price of his
  Service Contract in the amount of $914.00 to be paid directly to Mr. ***** or his lienholder if
  applicable, which will result in SSI flat canceling Mr. *****’s contract. If Mr. *****s accepts
  this offer, SSI will require Mr. ***** to sign a general release.

  
  If you have any further questions, please do not hesitate to contact me. SSI sincerely
  hopes that this letter and the offer presented fully and completely satisfies Mr. *****’s

  
  Complaint.
  Sincerely yours,
  /s/ ****** ** *****
  ****** ** *****, Esq.
  Enclosure