Complaints

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

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  Proguard Warranty

  407 Mcalpine St Avoca, PA 18641-1132

  
• 

  Proguard Warranty

  PO Box 1337 Pittston, PA 18640-5307

  
• 

  Proguard Warranty, Inc.

  155 Office Plaza Dr Ste A Tallahassee, FL 32301-2844

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:12/08/2023

  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.

  My car broke down 11/27/23 and I brought it to a shop and got everything set up for them. We have been going back and forth for a week now about ABSOLUTELY NOTHING my car is nowhere close to being fixed despite the time for fixing being less than 24 hrs ( 10 hrs to be exact) . The total for the car is $1500 which is fine I don't really care about the price Ill cover my half of $500 at this point. My main problem is I have been given the runaround by their customer service associates and they don't even seem to know what they're doing. I feel cheated and I am spending so much money on ***** and ***** just getting to work. The repair place has sent in the estimate and THEY STILL will not let them start fixing my car. These people are the worst and I want my car fixed IMMEDIATELY. Ill even file a civil suit if it means my car would get fixed faster.

  

  Business Response

  Date: 12/29/2023

  We contacted this customer immediately upon receipt of the complaint.  She indicated that she was satisfied with our handling of the claim and intended to remove the complaint.  Please feel free to contact us with any questions or concerns.

• Initial Complaint

  Date:11/17/2023

  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.

  I bought a used 2010 ******* ***** ** from ***** **** ***** pittsburgh in March 2023 with a one year warranty for the price of $750 through proguard warranty from doman. The vehicle was purchased for approximately $7500. Two times the motor has been replaced by a private mechanic we have used as a reliable company for 20 years. After the second time the motor failed, two times I have paid for towing to the locations. The vehicle had 128,615 miles when purchased. I have driven it very little with maybe 100 miles put on the odometer. Now the vehicle is at ******, ******* and *******, Pittsburgh pa. They have now discovered metal shards in the intake manifold which also needs replacing as well as the 3rd motor claims the shards are due to the failure of the motors I understand. The vehicle has been at bowser for 3 months. Bowser is saying they will not replace anything unless proguard purchases ******* brand replacement parts in value of around $10,000 and NOT using rebuilt parts to correct the problems. My family and I have been without a 2nd vehicle since the vehicle was purchased. It has been very frustrating putting it lightly. Arguments with bowser, proguard, and doman sales. I would like this issue resolved asap please. The company I work for is now changing our hours and will greatly affect our lives at home and all companies are claiming I am not entitled to a rental car for months I have been requesting. I have had to pay for towing in the amount of $250 or so now as well. My time, my family's life has been greatly affected by this horrible situation that is about to get worse as my work hours are changing and I don't have any mechanic to fix the issues. I want the vehicle repaired, I want the warranty to be extended also due to the time period I have been without the vehicle.

  

  Business Response

  Date: 12/07/2023

  After reviewing the details of this complaint, we have contacted the repair facility and found a resolution that we feel will satisfy the customer.  A member of our team will communicate directly with ******************.

• Initial Complaint

  Date:11/17/2023

  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.

  I sent my vehicle in for repair on a covered warranty item on 11-14-2023. This is the second time they are refusing to pay shop rate to fix my vehicle. They are an awful company to deal with.

  

  Business Response

  Date: 11/30/2023

  We have contacted this customer directly and believe his concerns are satisfied.

  Customer Answer

  Date: 12/05/2023

  [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,
  
  *********************************
  

• Initial Complaint

  Date:10/04/2023

  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.

  When I was on vacation I closed my sunroof and it broke in its entirety. I immediately contacted proguard and they beat around the bush and said they would only cover certain parts. I went back and forth with them about my bumper to bumper warranty that was disclosed to me at the purchase of it. They gave me a list of mechanics they use. After contacting them they all came back with refusal to work with proguard due to them refusing to pay for the claims and being difficult to work with. They make up policies as they go a refuse to honor contracts. At this point it is becoming a liability with their refusal to resolve the issue. I just want my sunroof that is supposed to be covered according to my warranty fixed but they are trying to find a reason to not cover it. They wouldn't answer any of my questions and refuse to honor a contract.

  

  Business Response

  Date: 10/31/2023

  To whom it may concern:

  To whom it may concern:
  

  ProGuard Warranty is in receipt of the above-referenced complaint and offers the following in response.
  

  Our records indicate ****** ****** purchased a vehicle service contract on or about 10/5/22 when he purchased a ******* ******. Both the vehicle and corresponding vehicle service contract were purchased at *** **** in Georgia. Our records indicate the service contract is a PG4 plan with a 36month/40,000 mile term.
  

  On or about 9/13/23, *** ****** contacted ProGuard indicating her desire to open a claim for a broken sunroof bracket. A ProGuard representative responded that sunroof brackets are not covered by the terms of the vehicle service contract. As indicated in Component Coverage on Page 2 of the vehicle service contract, “IF SPECIFIC COMPONENT IS NOT LISTED, IT IS NOT COVERED.” If *** ****** believes the failed component in her vehicle is covered, we encourage her to open a claim. 

  While we understand *** ******’s frustration, we are also confident that this matter was handled fairly, in accordance with the terms of the service contract.
  If you have any questions or concerns, please feel free to contact us directly.
  

  Sincerely,
  
  Claims Manager

  Customer Answer

  Date: 11/11/2023

  I will be taking my car in Tuesday and this issue of coverage better not arise and I be hit with a huge bill. I have paid for this warranty and if you want to pick and choose what you want to cover Im sure my superior attorney will be happy to make a neglect civil case against the company

• Initial Complaint

  Date:09/22/2023

  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.

  On September 5th I had an appointment for an inspection of my truck for a few issues. I advised the dealership I would need a rental as I was temporarily working in South carolina, But from indiana. The dealership diagnosed it as an internal failure of the transmission, needing replacement, And a warped exhaust manifold also needing replacement. The dealership contacted my warranty company, They scheduled an inspector for Friday, the 8th. The inspector the warranty company chose showed up while the technician was still on lunch and refused to wait. So the inspection got pushed back to Tuesday, The 12th. He did not show up until Wednesday the 13th. Which makes 5 days (More than the warranty company covers the rental for). He came to the conclusion that the transmission needed replaced and that the manifold wasn't warped because "it was still on the truck" so they would not cover it. They also would not cover a new nor a reman transmission, instead opted to send a USED transmission with an undisclosed amount of miles. They also would not cover the whole labor amount. They told me there was a shop I could take it to that would, However I would be out of pocket $360 for the diag fees, And rental fees to the current dealer it was at, Totaling over $650 for nothing. So I chose to opt in to pay the difference in labor to keep it there. I was informed there was a $250 handling fee by the dealer for the used transmission that Proguard was refusing to pay. Proguard then purchased the used transmission and I was informed it would not arrive until the 21st. Which is now over $800 in just rental fees which they would not cover. I was just informed that my transmission arrived, But without a programmable valve body. So they added that to my bill. MY PORTION of the bill is now $2,481.66. DO NOT PURCHASE A WARRANTY THROUGH THIS COMPANY expecting to just pay your deductible for "covered repairs". I paid over $3,000 for this warranty FOR NOTHING.

  

  Business Response

  Date: 10/13/2023

  October 13, 2023

  To whom it may concern:
  

  ProGuard Warranty has reviewed the above-referenced complaint and offers the following in response.
  

  After the claim was initiated, ProGuard exercised its right to acquire an independent inspection of the vehicle. An appointment for this inspection was scheduled and mutually agreed upon by the inspector and the repair facility. At the time of appointment, no service technicians were available, so the inspection was rescheduled. We realize this was in no way *** ******’s fault, and therefore an additional three days of rental reimbursement were credited to him. 
  

  Failure of the transmission was confirmed by the inspector, resulting in need of its replacement. 

  According to the terms of the service contract, we located a used transmission with documented mileage for the repair. The repair facility’s labor rate was in excess of industry standard. ProGuard located a local repair facility with industry standard labor rates, and suggested relocating *** ******’s vehicle to avoid out of pocket costs. However, Mr. Vaugh chose to stay at repair facility that diagnosed his vehicle. We covered the industry standard labor rate, and *** ****** was responsible for the additional costs. In addition to the transmission, ProGuard approved the repair of the valve body and applicable programming, so *** ****** should not have incurred the expense stated in his complaint.
  

  And while we are not responsible for handling fees, ProGuard did approve $125 toward this cost. The total approved cost of this repair was $6,898.00.
  

  The inspector could not confirm failure of exhaust manifold, and therefore the claim for repair of this component was not approved.
  
  While we understand *** ******’s frustration, we are also confident his claim was handled fairly. 

  We trust this satisfies your concerns. Please feel free to contact us if you have any additional questions.
  

  Sincerely,
  ***** ***
  Claims Manager

  Customer Answer

  Date: 10/16/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/31/2023

  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.

  We bought a car for our daughter for her birthday with the extended warranty with Pro Guard. After three weeks eve transmission went out in the car. The dealership we purchased from picked the car up , and contacted proguard they had the transmissions available. Pro guard said no , we will send you one , why would we want to pay for a transmission with a warranty when we only need to cover the car for 10 more months. They said that to the car dealer. Little did they know , I've done business with this dealer for 20 years and they told us. My child drives this car , and they could care less if the replacement parts are good and safe. The transmission they sent literally died on her 12 hours after picking up (8 of those hours were sleeping). What kind of car part business would say something like that when a person safety and life could be at risk.

  

  Business Response

  Date: 09/11/2023

  We have contacted ************************ directly.  In addition, we have reviewed all audio related to this complaint and claim and can confirm our representatives did not make any statements described in **************************** complaint.  Based on our discussion with ************************, we believe his concerns have been satisfied.

  Customer Answer

  Date: 09/13/2023

  [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.  Although the denying of it being about money was false I agree 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/28/2023

  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 a vehicle with a warranty. I purchased Proguard 3 warranty to be exact. This covers all issues identified by auto shops that Proguard has sent me to or with the original manufacturer. Proguard sent me to an auto shop from their list of partners to fix my vehicle. Without success, I was told that I would need to take my ********** to an actual ********** dealership to fix inner engine issue. I took my vehicle to ********** where I had to get an $800 engine teardown completed. ********** gave me the inspection report after opening my engine. When ********** tried to use my warranty with Proguard, Proguard refused to fix the issues and instead told me to go back to the previous mechanic who had already exercised all basic solutions to fix my vehicle. I had it towed back to the original auto shop where I was told that the replaced parts were fine and no longer a viable area of concern. The original shop that Proguard sent me to, told me exactly what ********** told me. "There's an issue with the Camshaft that is not associated with the newly replaced parts." I told Proguard who instructed me to take my car to a THIRD auto shop to get an inspection. The third auto shop said that the sound is normally associated with the newly replaced parts and could not possibly be related to the newly replaced parts. This all leaves the deeper engine issue (Cam Shaft Replacement) as the root issue. Proguard is scamming me by trying to make me pay for another $800 inspection instead of taking the written report from **********. Proguard Warranty could have sent their personal inspector to ********** to verify issues when it was originally with **********. They did not send an inspector. They completely refused to allow me to exercise my warranty with ********** so that my policy could not be used to correct the issue. This is extremely manipulative/corrupt, lacks good faith. I've been tangle up in this for eight months with no car!

  

  Business Response

  Date: 09/08/2023

  We have reached out to this customer directly and believe his concerns are satisfied.

  Customer Answer

  Date: 09/13/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because: My vehicle is now in a shop and the issue is pending the claims being processed and accepted. This issue can't be considered as resolved until the warranty is exercised and the work is completed without resulting in a balance at the end of the transaction when it's time to pick up my vehicle. I will call the business today and ask for the agreement in writing or via email. If the terms of the solution are provided to me in writing, I would *** more than happy to close this complaint in "resolved" status.
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 09/19/2023

  Our records indicate repair is complete, with no additional cost related to covered repair incurred by *****************  Additionally, we have spoken with him directly, and we believe his concerns are satisfied.

• Initial Complaint

  Date:08/17/2023

  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 purchased a used ******** * ***** . And decided to buy a warranty and chose pro guard #3 pretty much covers everything. Kess than a month after the car purchase I discovered the car had an oil leak. I called proguard being a first time extended warranty customer I asked them where I should take my car. And was advised that *** **** was a partner with them or something and would be the easiest and fastest because they were pre approved with proguard.after two days ivwas told it was just sn out pan leak and would be done in a few days. Fast forward 6 weeks of going between them and proguard and asking for my car to be towed to a ******** specialist because *** **** was in way over their head. Because proguard has an agreement with *** **** they kept giving them more time to destroy my car. Well the day came 6.5 weeks and 2 engine removals layer and instructions how to put it back together again. I received a call saying my car was dine. And inspected and running great. Well when I picked it up I noticed 2 spits on the roof where paint and ********* were gone . I took it to a paint shop and was told ****************************************************************** something. I complained to both proguard and *** **** and 24 hours was told they watched 6 weeks of video in one day and they didn't cause the damage . Well I was gonna ****** it however. My car didn't even make it a mile till it completely went boom. . I then had itvtiwed to a ******** specialist that basically had to rebuild the motor. The cost to fix what *** **** destroyed was around 9k. Proguard covered it. Now here is where proguard is completely in the wrong. They are refusing to cover any more repairs that still fall under the tome and millage frame of my warranty. Claiming they paid out more then the cars value. . That may be true. However it was their suggestion and theirvworking partner that caused it. I've since paid out if picket 3k in repairs that they have rejected.

  

  Business Response

  Date: 09/11/2023

  September 8, 2023

  To whom it may concern:
  

  ProGuard Warranty has received the above-referenced complaint and offers the following in response.
  

  *** ******* purchased a service contract, which contains a limit of liability. In accordance with the terms of the service contract, ProGuard has processed several claims for repair of *** *******’s vehicle.

  The total of claims paid out has exceeded the limit of liability of the service contract. The *** **** repair is not included in the calculation of claims paid out.

  While we understand *** *******’s frustration, we are confident his claims have been handled fairly.
  

  Sincerely,
   
  Claims Manager

  Customer Answer

  Date: 09/12/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/09/2023

  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.

  I purchased a $92,000 ******** with a full remaining factory warranty. The dealer forced an extended warranty on me . The extended warranty coverage doesn't began until the factory warranty ends.I sold the car 5 months later before the extended warranty even began and the warranty company will not give me my money back.

  

  Business Response

  Date: 08/21/2023

  August 21, 2023

  To whom it may concern:
  

  ProGuard Warranty is in receipt of the above-referenced complaint and offers the following in response.
  

  Our records indicate *** ********** purchased a 2021 ******** **** from *** **** ******* on or about 2/7/2023. At the same time, *** ********** also purchased a ProGuard Warranty service contract through *** **** *******. The service contract purchase price was $5,680.00.

  On August 8, 2023, ProGuard received a cancellation request from *** **** ******* for the abovereferenced service contract. The cancellation is currently processing. Upon completion, the full amount of the contract purchase price will be refunded to the lienholder, ***** *****, unless *** ********** produces evidence that the vehicle’s loan has been satisfied. Considering mailing and processing time, ProGuard usually advises customers that a cancellation can take up to thirty days to be complete.

  We trust this satisfies your concerns. However, please feel free to contact us if you should have any other questions.
  

  Sincerely,
   
  Dealer Relations Specialist

• Initial Complaint

  Date:08/08/2023

  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 purchased a 2016 ***** ***** for $23,500 along with ProGuard Powertrain Plus coverage for $2,500 on March 30, 2023. At the time of purchase, I requested from my salesperson to purchase the warranty with the best and highest coverage. My salesperson ******* advised the ProGuard Powertrain Plus, 12 Month / 15K mile warranty at $2,500 was the highest and best coverage for the year and mileage on the vehicle. On June 12, 2023 (74 days later) the vehicle suddenly and without warning broke down on the highway. I had the vehicle towed directly to a **** ***** Dealership where where the mechanics evaluated it and advised the car “blew a gasket” and requires a complete engine replacement. I immediately provided my ProGuard Power Train Plus warranty information. ProGuard sent a representative to the dealership wherein they evaluated the vehicle and denied the claim stating that a hose burst before the engine failed, and that hose is not covered. The representative further detailed that the hose and anything else that failed as a result of the hose bursting were not covered. I then had the vehicle towed to the dealership where I bought the vehicle and warranty, ********* (Rockville, MD) at the advice of ProGuard supervisor ***** ***. ** *** was seemingly sympathetic to the situation and advised the company works better with ********* and can likely resolve the issue. On July 25, 2023 ********* contacted via email and advised the claim was denied again by ProGuard and that the owner ***** *********** would contact me. ********* attached a repair estimate in the sum of $19,508.15. Approximately the first week of August, ** *********** called me and we went over the situation. ** *********** advised he would look for a resolution with ProGuard. On todays date, August 8, 2023 ** *********** advised he has no options other than for me to cover the repair myself. ProGuard (and *********) sold me a car with a warranty and affirmed that “Any Powertrain failure was covered”

  

  Business Response

  Date: 08/25/2023

  August 25, 2023

  To whom it may concern:
  

  ProGuard Warranty is in receipt of the above-referenced complaint and submits the following in response.
  

  Our records indicate *** ****** simultaneously purchased a 2016 ***** ***** and ProGuard Warranty service contract on or about 3/30/23. The service contract included a PG2 plan with a 12-month/15,000 mile plan term. On or about 6/13/23, a claim was initiated for the covered vehicle. A representative of the repair facility indicated the vehicle had been towed to their facility due to overheating. The representative also indicated original cause of failure was related to a “busted radiator hose.” As is routine, ProGuard Warranty contracted an independent inspector to evaluate the vehicle prior to claim authorization. The inspector confirmed “material failure of the coolant bypass tube.”
  

  All ProGuard Warranty service contracts are stated component coverage; covered components are clearly listed on Page 2 of the service contract. In addition, exclusions are listed in Section 10 of the  contract. Please refer to Section 10. Exclusions, which reads in pertinent part, “ADMINISTRATOR PROVIDES NO COVERAGE OR BENEFITS FOR THE FOLLOWING: D. Repairs to covered components caused by the Failure of a non-covered component.” Coolant bypass tubes are non-covered components, and therefore the repair was not authorized by ProGuard Warranty.

  While we understand *** ******’s frustration, we also remain confident that his claim was handled fairly, in accordance with the terms of the service contract. If *** ****** is inclined to cancel the service contract, he may contact the selling dealer to initiate cancellation, which will result in a full refund of the amount *** ****** paid for the service contract.
  

  Sincerely,

  Claims Manager

  Customer Answer

  Date: 09/06/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  ProGuard Claims the uncovered part (a hose) caused the engine failure. While it may have burst, there has been no attempt to identify the cause of the hose to burst. Also the service engine light failed to initiate. The vehicle received a thorough inspection and service at ************ Annapolis within about 30 days of this failure. The hose is not the cause of the engine failure, and **** ***** did not investigate further because their policy is to replace the whole engine. ProGuard Powertrain warranty is responsible to replace the engine, as it is within the covered parts. I will cover the cost of the hose or any other non-Powertrain part. What caused the hose to burst, and why did it happen without warning? Do you job and send a mechanic to determine what caused the hose to burst. 
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 09/19/2023

  ProGuard is not contractually obligated to investigate the cause of failure for non-covered components.  Furthermore, multiple sources have confirmed the engines failure was caused by a non-covered component.  As a result, the repair is not covered.

  Customer Answer

  Date: 11/13/2023

  I am supplying additional evidence as *** ******** ****** conducted a thorough inspection of my vehicle and determined the bank 2 cylinder head to have 11mm of warpage, and the block has 5 mm of warpage. The tolerance as per **** ***** is, 8mm. The technician requires a new engine to resolve issues.
  The technician found silicone present in the engine block as well as discolored oil when removing the cylinder heads.

  all Evidence of an internal engine malfunction that caused the failure.  I maintain this should be covered under warranty.

  note, this mechanic was identified and scheduled by ****, my insurance provider