Complaints

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

close

Find a Location

Proguard Warranty has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/20/2023

  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 spoke with Pro Guard Warranty on June 29th, 2023 to inquire how to get service on my vehicle, as I am a new customer. They were able to recommend a local mechanic that has recently worked with Pro Guard Warranty. I spoke with the mechanic about my vehicle, and told them to contact Pro Guard before completing any repairs. They acknowledged having worked with Pro Guard and would contact them and receive authorization prior to completing repairs. When I picked up the vehicle on July 7th, 2023, they said they were on the phone with Pro Guard for 1.5 hours, but were unable to get through to Pro Guard. The bill from the mechanic was for $2028.77. I paid the bill and took the car home. I contacted ProGuard regarding reimbursement and they advised me to email the Claims department with the necessary information. I emailed ProGuard Claims Department on July 10th, 2023 with the information, including images of the itemized mechanic bill. A ProGuard employee called me on July 12th, 2023 and let me know they received the claim and it would be reviewed, typically resolved within 30 days. This employee acknowledged the original employee gave me known bad advice and that employee had been spoken to. This employee also stated that the labor charges would be reimbursed, among some other things the claims department would have to review. When I received the response from the claims department, they were only reimbursing $1214.37 of the total bill. This included only the parts that my purchased warranty covered, plus the labor for only those parts. They used the mechanic's labor charge of $149/hour in their calculation for this portion of the reimbursement, for a total of $551.30 for labor. However, this contradicts what the ProGuard employee told me on the phone. I emailed ProGuard to dispute this and ask for full reimbursement, as their known bad advice is the cause of this. They refused to pay any more than originally quoted in the reimbursement.

  

  Business Response

  Date: 08/09/2023

  August 8, 2023

  To whom it may concern:
  

  ProGuard Warranty has reviewed *** *******’s complaint and submits the following in response.

  On 6/29/23, *** ******* contacted our customer support department to inquire about initiating a claim for repair. A representative instructed *** ******* to take his vehicle to a licensed repair facility near him. When *** ******* asked if ProGuard recommended any repair facilities near him, the ProGuard representative searched facilities with which ProGuard has previously worked in *** *******’s zip code.

  ProGuard’s representative gave *** ******* the name of the repair facility, which was ***/ ********* *********** ****** in Arlington Heights.
  

  Neither the repair facility nor *** ******* contacted ProGuard to obtain authorization prior to completion of repairs. Therefore, ProGuard was unaware of any repairs until after completion of
  repairs. When *** ******* contacted ProGuard, he was instructed to submit a copy of the repair bill for review by our claims department. Upon review, ProGuard approved repairs in the amount of $1214.37.
  

  The following repairs and corresponding cost were not approved, as they are noncovered components:
  Part and labor for brake disc and brake pad $479.61
  Alignment $139.00
  Shop supplies $40.00
  Sales tax $88.25
  

  In addition, our claim team did not approve $22.84 (related to overpricing of ball joint) or $44.70 (related to labor time on a covered component). However, in consideration of the circumstances, ProGuard will reimburse *** ******* an additional amount of $67.54. As a result, *** ******* will be fully reimbursed for all costs related to repair of covered components, totaling $1281.91.

  The remaining costs related to the vehicle’s brakes and alignment are not covered by the terms of the service contract. In addition, the service contract specifically excludes the cost of shop supplies and sales tax. Please refer to Section 10. Exclusions F., W., X., and Z. for more information.
  

  We hope this satisfies your concerns. Please feel free to contact me with any additional questions or concerns.
  

  Sincerely,
  
  Claims Manager

  Customer Answer

  Date: 08/17/2023

  [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 is denying responsibility for their actions and attempting to place blame on me, their client. The statement in ProGuard’s response “Neither the repair facility nor *** ******* contacted ProGuard to obtain authorization prior to completion of the repairs” is an attempt by ProGuard to place the responsibility for the issue on me, the client, and deny their involvement. The ProGuard representative recommended the repair facility APC/ ********* *********** ******, as noted in ProGuard’s response; “ProGuard’s representative gave *** ******* the name of the repair facility, which was APC/ ********* *********** ****** in Arlington Heights.” The ProGuard representative instructed me to talk to the people at ***/ ********* *********** ****** and let them know they need to talk with ProGuard prior to completing any repairs. I had that conversation with a staff member of ***/ ********* *********** ******. ProGuard’s response implies it is also my responsibility to manage the actions of the staff at ***/ ********* *********** ****** to verify they take the steps I instructed them to take. In addition, as mentioned in my initial complaint to BBB and ProGuard’s response, ProGuard’s representative gave me the name of the repair facility “with which ProGuard has previously worked.” A ProGuard representative, different from the one who provided the recommendation, contacted me over the phone on July 12th and admitted that the repair facility ProGuard recommended was in fact, not a repair facility that met their criteria. I have complied with all of the instructions, policies and procedures asked of me by ProGuard, yet ProGuard continues to put the responsibility on me, their client. ProGuard’s actions, which they confirmed to be knowingly incorrect, are to blame for this entire issue.
  
  Regards,
  
  **** *******  
  

• Initial Complaint

  Date:05/23/2023

  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 17 May 2023 my 2015 ******** ************** broke down, still under warranty (PG3). The oil cooler broke which gummed up the thermostat causing the engine to overheat. With increased pressure from overheating, the Radiator then began leaking. ProGuard is now refusing to pay for the Oil Cooler, and only pay for the Radiator and Thermostat. On top of this, while the ******** Dealership charges $250/hour for labor, ProGuard will only cover $100/hour labor leaving me at cost for the rest. You can even see their warranty levels and coverage on their website (included below) and nowhere on there do I see any statement about a labor cost cap. What is listed on their website is the same as what is on the contract that I signed when I bought the vehicle. This is the second time I have dealt with a warranty claim for this vehicle and I can wholeheartedly say that I wish I had gone with another company. Nothing but headaches and half truths. Warranty Coverages: ********************************************

  

  Business Response

  Date: 06/13/2023

  To whom it may concern,

  We contacted this customer directly and believe we have resolved any concerns he had at the time of complaint.

  Regards,

  ProGuard Warranty Inc.
  

• Initial Complaint

  Date:02/21/2023

  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.

  The car dealership knew my vehicle I bought in late October 2022, was already making a noise from the engine, offered me a 6 month warranty . I am still under warranty and now the vehicle needs a new motor. The shop where my vehicle is located filed a claim, pro guard warranty isnt even wanting to pay half , they are offering $1200 and the bill is over $5200.00 . The agent stated their libable is on page 3 well, I didnt get page 3 from the dealer I only got the one I attached to this complain. This is unacceptable and I need help immediately.

  

  Business Response

  Date: 02/24/2023

  February 23, 2023

  To Whom It May Concern: 
  Please accept the following as ProGuard Warranty’s response to the above-referenced complaint.  
  Our records indicate *** **** purchased a 2015 ********* ***** from ******** **** ***** on or about  10/8/2022. At the time of vehicle purchase, the dealer provided *** **** with a 6 month/7,500 mile  PG1 service contract. The service contract was free of cost to *** ****.  
  Section 2. LIMITS OF LIABILITY Section B. reads: “PG1 (LIMITED POWERTRAIN) ONLY. The total of all  benefits paid or payable shall not exceed the **** ***** Official Used Car Guide clean retail value at the  time of repair. In addition, the total of all benefits paid or payable are limited to the following: three (3)  and six (6) month Terms – one thousand two hundred fifty ($1,250) dollars ~ twelve (12) month Term – one thousand seven hundred fifty ($1,750) dollars ~ twenty-four (24) month Term – three thousand  ($3,000) dollars.” 
  *** ****’s claim was processed and payment in the amount of $1,250 was approved. No deductible  applied to this benefit. 
  We have contacted the selling dealer to inquire about *** ****’s claim that she only received one page  of her contract. Although we are still awaiting a response, we would like *** **** to know that we take  this claim very seriously and will take further action to ensure our selling dealers are issuing proper  documentation at time of purchase. 
  While we regret that *** **** is not satisfied with her ProGuard experience, we remain confident that  her claim was handled fairly in accordance with the terms of her service contract. Furthermore, we  believe the service contract provided a valuable benefit at the time of her vehicle repair. We suggest
  
  *** **** contact the selling dealer to discuss the vehicle’s repair, since she indicated the dealer was  aware of a mechanical issue at the time of sale. 
  We hope our response has satisfied your concerns. If you have any additional questions, please feel free  to contact us. 
  

  Sincerely, 
  ProGuard Warranty Inc.
  

• Initial Complaint

  Date:02/08/2023

  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.

  Case #*********** FEB 1, I took my truck into the shop for covered repairs. I was told that the manifold bolt had broken off. Problem starts when the representative [*******} from my warranty company told me that I would have to purchase a new warranty. because mine expires on FEB 2.I was told that this was a covered item, and to leave my truck at the repair shop, for warranty purposes, because they did not want to cover the items until I pushed my warranty. FEB 2, Spoke with *******, who assured me that inspector would get to my truck soon. FEB 3, I had to get a rental vehicle, the day FOLLOWING my drop off at the repair facility; ******* again assured me that they would cover this. FEB 6, I was called by ******* and told that the adjuster had an accident, and he could not make it to evaluate the truck repairs. FEB 8, I contacted ******* and inquired about my vehicle; he said that they authorized the repair which is the original diagnosis. When I questioned how to get my rental refund, ******* said that they would only cover $200. Although I exclaimed that the person that they chose to look had the vehicle got into an accident, I had nothing to do with their delay and should not be held responsible.

  

  Business Response

  Date: 02/14/2023

  February 14, 2023 
  

  To Whom It May Concern: 
  

  Please accept the following as ProGuard Warranty’s response to the above-referenced complaint.  
  

  Our records indicate *** ******* initiated a claim on or about 2/1/23. Our representative informed *** ******* that an inspection would be ordered to verify cause of failure. The inspection was delayed due  to circumstances beyond our control. However, the claim was approved after inspection was complete.  According to the terms of the service contract, Section 11. RENTAL CAR REIMBURSEMENT, “In the event  that a covered component breakdown requires labor in excess of eight (8) hours, Administrator will provide rental car reimbursement of fifty ($50) dollars per day for a total of no more than four (4) days  from a licensed provider. Delays caused by unavailability of parts, shipping, Licensed Repair Facility  schedules, or other factors do not qualify for rental reimbursement.” Although *** *******’s claim was  not eligible for rental car reimbursement (the covered repair required less than 8 hours of labor), our  claims department authorized the maximum payout for rental service due to the inconvenience *** ******* had experienced as a result of the inspection delay. 
  

  We reviewed all audio of phone calls related to this claim and can confirm the following. A ProGuard  representative did not inform *** ******* that he would be required to purchase a new service contract. In fact, when *** ******* expressed concern that his contract would be expiring the next day,  our representative informed *** ******* that any covered component experiencing a failure prior to  expiration of the contract would still be covered, even if repair took place after expiration. 

  We regret that *** ******* is not fully satisfied. However, we remain confident that his claim was  processed fairly. We believe our claims department went above and beyond to achieve customer  satisfaction.  
  

  If you have any additional questions or concerns, please do not hesitate to contact us. 
  

  Sincerely, 
  

  Steve F

• Initial Complaint

  Date:11/09/2022

  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 have been going back and fourth for a week now with this warranty company. My car broke down 10/28/2022. I called progaurd 10/31/2022 to go over coverage and in network dealers that accept their contract amount. I was given vague information and was told to go online or to call the dealership and see if progaurd warranty was excepted which I did. #1 ******* in south hills Pa advised me that they accept the warranty. So I called Progaurd back in spoke to roadside assistance. They told me that they towed the car if they find an Network Tow company for them if not they wanted me to pay they was always asking for payment for stuff and I told them to get somebody that they will pay so they got somebody thats are covered under them. The car was dropped off at #1 ******* ********** they did a diagnostic test they found out that the campshaft was completely disintegrated. Progaurd said that the campshaft wasn’t covered. #1 ******* also discovered that the timing chain needed replaced which showing that it is a covered benefit underneath the progaurd warranty 3 now all of a sudden they’re asking me to pay an additional $50 out-of-pocket an hour for labor. This is completely absurd not only did I speak to a supervisor so called and they hung up now I’m just keep on going in a circle and losing out on my workday working longer days because I have to call the warranty company and the dealership all day. I still don’t have a rental or nothing like I’m just paying to get rides back-and-forth to work so I’m out and more money than I was to begin with anyway so why would I pay $50 more an hour and my deductible should only be $100. I wouldn’t recommend this company to my worst enemy this is a complete circus and they need more employees because the never answer you gotta call 5 times. If need be I can print out my call records as well.

  

  Business Response

  Date: 11/23/2022

  November 23, 2022 
  To Whom It May Concern: 

  Please accept the following as ProGuard Warranty's response to the above-referenced complaint. 
  

  A ProGuard representative reached out directly to the customer, and we believe all concerns are satisfied. 
  

  Attached, please find a call log which shows all calls made between ProGuard and *** *********** and/or his significant other, identified as *******, in our call logs. We believe the record shows ProGuard has been diligent in communicating with the customer(s). 
  

  If you have any other questions or concerns, please feel free to contact me directly. 
  

  Sincerely 
  Meghan L*********

  Compliance Manager

  Customer Answer

  Date: 11/28/2022

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the are lying as you can see I had to call them repeatedly and they also lied about coverage. I spoke to a couple people don't get me wrong but they don't covered what they promised and they are frauds. The company wanted me to move my car to someone cheaper. 
  
  Regards,
  
  ***** ***********
  

• Initial Complaint

  Date:06/30/2022

  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 purchased a pro guard 2 warranty. Which covers seals and gaskets but doesn't not cover a seal on a oil which they said yes it does and now it doesn't. Also covers lubricant parts. Truck had a oil leak I took it in to have it fixed. And they turned down warranty payment. Said and I quote if I would have let motor blow up they would have replaced motor. But since I fixed oil pan and saved them money the oil pan gasket wasnt covered.

  

  Business Response

  Date: 07/12/2022

  A ProGuard representative contacted ****************** directly, and we believe his concerns have been satisfied.  Please feel free to contact us if you have any further questions.

  Customer Answer

  Date: 07/12/2022

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