Guardian LLC

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ I apologize for the frustration that Mr [redacted] has metafter reviewing his account we had not heard from Mr [redacted] before this and his account was cancelled due to non-payment with no refund due However, we reached out to Mr [redacted] as our goal is to provide excellent customer service and we have issued a full refund back to Mr [redacted] 's credit card, we will consider this complaint closed and satisfied Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize if our advertisement has met [redacted] with frustrationIt is important to note that there are several companies that provide similar service to oursIt is no different than getting advertisements from different grocery stores, credit cards, or auto dealersWe understand that some people may have had less than impressive interaction with other companies in our industry, but we strive to provide the best level of customer service possibleWe would be happy to remove [redacted] from our mailing list if he would provide the customer ID number listed on the advertisement she receivedAgain we apologize for any frustration that may have been caused Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) If the business will remove ID 027PWXXXXX I will consider the matter regarding the unwanted and uninvited invasion of my privacy to be closed

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Due to the high number of contract reinstatement requests after customer cancellations, our representatives are advised to discuss all options we have available to address the customer's cancellation concernsWe understand there are many different reasons for cancellation and we merely attempt to offer any assistance available to our customers to address these mattersIt is never our intention to inconvenience any of our customers and we sincerely apologize for any inconvenience that this situation may have cause Mrs [redacted] According to our records Mrs [redacted] 's policy was cancelled out on 8/26/and per the customer's request, a refund of the last monthly payment was put into processOur office processes all refund requests on Fridays and Mrs [redacted] 's refund of $will be processed today, 8/28/Mrs [redacted] should see these funds post to her account within the next 3-business daysWe would again like to apologize to Mrs [redacted] and with this resolution we would ask that you would consider this complaint, closed as resolved

We have removed Gordon from our mailing lists however, he may receive another mailer in the interim if that does occur we apologize and have taken all necessary steps needed for the future

We apologize if our advertisement has met Jesse with frustrationIt is important to note that there are several companies that provide similar service to oursIt is no different than getting advertisements from different grocery stores, credit cards, or auto dealersWe understand that some people may have had less than impressive interaction with other companies in our industry, but we strive to provide the best level of customer service possibleWe would be happy to remove Jesse from our mailing list if she would provide the customer ID number listed on the advertisement she receivedAgain we apologize for any frustration that may have been caused

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ I apologize for any frustration that [redacted] feels we have cancelled the warranty per her written request on 4/10/and no further payments will be taken Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) PLEASE SEE THE REPLY TO THE EMAIL SENT BY THE Revdex.com ON APRIL 22,

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We apologize if our advertisement has met [redacted] with frustrationIt is important to note that there are several companies that provide similar service to oursIt is no different than getting advertisements from different grocery stores, credit cards, or auto dealersWe understand that some people may have had less than impressive interaction with other companies in our industry, but we strive to provide the best level of customer service possibleWe would be happy to remove [redacted] from our mailing list if she would provide the customer ID number listed on the advertisement she receivedAgain we apologize for any frustration that may have been caused Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/20) */ This is the ID [redacted] Now I want them and every partner, associate and 3rd party affiliate they work with or will work with to completely stop trying to sale me trash!

Our office has received your correspondence in regards to complaint case , made by [redacted] against Guardian LLCIn response to Ms***'s complaint our office has performed a review of the referenced accountPer our review it was determined that Ms [redacted] purchased the referenced coverage for her Chevy Equinox on 11/4/Upon Ms***'s purchase approval, a coverage booklet containing the full contract information was sent to Ms***'s home addressMs [redacted] subsequently contacted our office on 12/7/ At Ms***'s request the policy was cancelled on 12/07/Per the terms and conditions of the contract language, no refund was due to Ms***,being outside the contract’s day review period, as well as no payments were made other than the down payment

Final Consumer Response / [redacted] (2000, 7, 2015/09/08) */ To whom it may concern: Yesterday, I filed a formal complaint regarding Guardian LLC, (bbd complaint # XXXXXXX) regarding my inability to cancel an auto warranty due to their phone being disconnectedI explained this information in detail in my initial complaintLast night on the nightly news, there was a story about [redacted] telephone lines being hacked and I wondered if that might be why I couldn't reach this company? Because of that, I tried calling again today and the call went throughThe service representative told me that they had recently been made aware through other customers that there phone lines were inoperable and callers received a recorded message that the number was no longer in serviceSo, I was able to make contact today and the company is in fact still operable and will cancel my warranty as I requestedTherefore, I wish to retract my complaint as it appears the error was of no fault of Guardian and I no longer have any complaints about this company Thank you [redacted] ***

I apologize for the frustration met by Ms [redacted] We in no way advertise or misrepresent to consumers their are no notes as to a representative advising they would listen to the call and call backMs [redacted] was advised of the required cancellation procedures as outlined in the policy mailed to the home address on file and as of currently the required procedure has not been followedFeel free to contact customer service for any questions on the procedure or please look at the policy the cancellation requirements are listed

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ We apologize if our advertisement has met [redacted] & [redacted] with frustrationIt is important to note that there are several companies that provide similar service to oursIt is no different than getting advertisements from different grocery stores, credit cards, or auto dealersWe understand that some people may have had less than impressive interaction with other companies in our industry, but we strive to provide the best level of customer service possibleWe would be happy to remove [redacted] & [redacted] from our mailing list if she would provide the customer ID number listed on the advertisement she receivedAgain we apologize for any frustration that may have been caused Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Obviously they did not read our complaint! We said in our complaint that we do NOT have a Lexus so why are they sending us mail about a Lexus warranty that we don't have? Also, we said in our complaint that we are on the "Opt-Out" Lists so that means we do NOT get any mail from credit card companies, auto dealers, grocery stores, coupons, etcWe do NOT get these kinds of mail because we are on the "Opt-Out" Lists! So, your excuse/response is invalidAlso, your company should NOT have our name and address in the first place since we are on the permenant "Opt-Out" Credit and Mailing Lists so you have our personal information illegallyThe Customer ID Number listed on the advertisement is: ***XXXXXAgain, we do NOT have a Lexus so stop sending us mail about a vehicle we do not have AND we are on the permanenant "Opt-Out Lists"So, you should not have our information in the first place and you should not be sending us anything! Remove our name and mailing address immediately! Thanks, [redacted] & [redacted] Final Business Response / [redacted] (1000, 13, 2015/07/08) */ 07/15/15: I have verified the consumer has been removed from our mailing listWe cannot be held responsible for other companies who use the same mailing service and we do not sell their information

Mrs> [redacted] contacted us on 03-21-to cancel her coverage we cancelled the coverage and issued a full refund back to her Visa card ending in ***,This case should be closed

Initial Business Response / [redacted] (1000, 8, 2016/02/22) */ Guardian LLC is merely a third Party Selling entity of Product WarrantiesGuardian plays no role in the approval or denial of any submitted claimsIn light of Ms***'s complaint our office has performed a complete review of the referenced accountWe have furthermore reached out the contract administrator for details regarding Ms***'s claims In reviewing our office's initial communication with Ms***, we determined that Ms [redacted] was in fact advised of the per occurrence limits of $3,for the engine, $2,for the transmission and $1,for the transfer caseDuring the communication Ms [redacted] even asks the sales representative to provide her with the limits againThe representative advised Ms [redacted] of the limits again and reiterated to her that these limits were per occurrenceAs such we were able to confirm that Ms [redacted] was in fact advised of the limit of liability during her communication with our office In reaching out to the contract administrator we were able to obtain the following information in reference to Ms***'s claimPer the administrator records, Ms***'s repair facility called in to the administrator on 1/13/to submit a claim for repair of Ms***'s vehicleThe repair facility advised our representative that vehicle had trouble codes referencing the valve timingThe repair facility requested the replacement of the following components; cam position sensors, head bolts, cam housing plugs, balance shaft kit, left cylinder heads with valves, head gasket, timing chain and camshaftIn an attempt to avoid unneeded costly teardown to verify failures of internal components, the claims representative requested that the shop replace the cam sensors as part of their diagnosis, to ensure that the codes were not solely due to failed sensorsThe repair facility replaced the sensors and diagnosed the vehicle again, but the trouble codes were set againIn accordance with the terms and conditions of the contract language, an independent third party inspector was sent to verify the failures to the engineUpon inspection the inspector verified the failure of the timing chain and gears, with subsequent damage to the left cylinder head and camshaftIn light of the inspectors report, Ms***'s claim was approved for the contract limit of $3, In closing we feel that the administrator and Guardian have both met our obligations to Ms***'s contractOur review of the initial communication with Ms [redacted] verified that Ms [redacted] was informed of the per occurrence contract limitsFurthermore, the diagnosis that was requested to Ms***'s vehicle was done solely to protect the customerBecause the cost to tear-down the engine far exceeded the cost to replace the sensors, the administrator wanted to ensure that all possible external factors were eliminated, prior to the customer authorizing the tear-down of the engineMs***'s claim was approved and paid in accordance with the terms and conditions of the contract languageAs such we would respectfully request that your office considers this matter to be, closed as resolved

We apologize if our advertisement has met [redacted] with frustration she has been removed from our database the original request to remover her was completed however, due to the timing of the request an additional mailer was sent to her,we strive to provide the best level of customer service possibleWe again we apologize for any frustration that may have been caused

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ We apologize if our advertisement has met [redacted] with frustration. It is important to note that there are several companies that provide similar service to ours. It is no different than getting advertisements from different grocery stores,... credit cards, or auto dealers. We understand that some people may have had less than impressive interaction with other companies in our industry, but we strive to provide the best level of customer service possible. We would be happy to remove [redacted] from our mailing list if she would provide the customer ID number listed on the advertisement she received. Again we apologize for any frustration that may have been caused. Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) 014NBXXXXX Will update my status on the issue to satisfied once I receive confirmation that my information is removed from this list.

I apologize for any frustration that Mrs*** has met we don'trepresent our self as the dealership when Mrs*** called back on 3/11/ we immediately cancelled the account and refunded her down payment of $back to her credit card ending in ***This case is resolved

We apologize if our advertisement has met *** with frustrationIt is important to note that there are several companies that provide similar service to oursIt is no different than getting advertisements from different grocery stores, credit cards, or auto dealersWe have been registered as
***, We understand that some people may have had less than impressive interaction with other companies in our industry, but we strive to provide the best level of customer service possibleWe would be happy to remove *** from our mailing list if she would provide the customer ID number listed on the advertisement she receivedAgain we apologize for any frustration that may have been caused

We have received your correspondence in regards to complaint case ***, made by Ms*** *** *** against Guardian LLCGuardian is a licensed sales agent, specializing in the marketing and sale of vehicle service contractsAll administrators of said contracts are independent companies licensed and insured in accordance with all state and federal regulations It is extremely important to note that there are numerous companies offering services similar to those provided by GuardianAs our long standing practice, Guardian does not participate in any manner of unsolicited telephone marketing or salesAny and all services offer by Guardian are marketed to consumers via mailer advertisementsAs such, any unsolicited telephone calls received by Ms*** were not placed by our office In reviewing our records we determined that Ms*** contacted our office on May 8, in response to her receipt of our mail advertisementUpon her inquiry, Ms*** subsequently purchased a vehicle service contract for her Mini CooperOur records further indicate that Ms*** again contacted our office on August 16, to request the cancellation of said contractMs*** was subsequently provided with the necessary information to process her cancellation requestTo date, our office has had no other contact with Ms*** and have yet to receive the information necessary to process Ms*** cancellation requestIf Ms*** has any questions or concerns regarding her service contract, we would ask that she contact our office at 866-946-In consideration of this information, we would respectfully request that this complaint be closed as Info Only

Initial Business Response /* (1000, 5, 2015/09/04) */
Contact Name and Title: *** ***
Upon receipt of this complaint, our office has reviewed all records associated with Mr***'s accountWe reviewed the conversation that Mr*** had with our sales representative and at no point
during the conversation was Mr*** ever advised that we were affiliated with *** CompanyAlso the advertisement that Mr*** received in reference to him contacting our office explicitly states, "Guardian is not affiliated with any auto dealer or manufacturer"We apologize if Mr*** was under the impression that we were affiliated with *** Company, but neither our mailer nor our sales representative implicated any such affiliation
Due to this misunderstanding, Mr*** has requested that cancellation of his policy along with a full refund of all monies paid into said policySince the account is past the day review period, per the terms and conditions of the contract language, Mr*** would technically only be entitled to a pro-rata refund of the money he has paid inIn the spirit of good customer service we have authorized Mr***'s account for a full refundBefore our office was able to issue any kind of a refund, Mr*** initiated a chargeback for both the down payment and monthly payment made on the accountBeing that both payments are currently in the middle of the dispute process, we are unable to issues any type of refund until these disputes have been finalizedWe have reached out to Mr*** to explain the current situation in regards to the disputed paymentsOnce these disputes have been finalized our office can ensure that Mr*** receives a full refund of all monies paid towards his account
We would again like to apologize to Mr*** for any confusion in regards to the offered coverageIn the spirit of good customer service we will be issuing a full refund on Mr***'s account, pending the outcome of the currently disputed paymentsWe would ask that with this resolution you would consider this complaint against our company, closed as resolved
Initial Consumer Rebuttal /* (1500, 7, 2015/09/04) */
Final Consumer Response /* (2000, 21, 2015/11/23) */