Guardian LLC

I apologize for the frustration that has met Mr ***In California it is a product warranty that is sold and the conversation with the representative can be quite lengthy that is why we also mail the warranty to the home address so Mr*** can review the information and if there are any
questions he can call us as he did on 8/3/the representative reviewed with Mr*** the product warranty and at that time he decided he wanted to cancel the representative cancelled the warranty and Mr*** was issued a full refund of $back to his credit card on 08-03-we will considered this matter resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI HOPE THE HARASSING STOPS AND IF NOT I WILL REOPEN THIS CLAIM AGAINWE WILL SEE IF THEY STOP FOR SURE.
Sincerely,
*** ***

Just curious why you need the customer id number for clarificationI'm not a customer at all of this scam artist guardianDo you really need the FAKE customer id printed on the letter? I ask because I don't have it with me at the MomentBecause i'm not at home at the moment

Initial Business Response /* (1000, 5, 2015/04/17) */
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 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
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well this is not acceptableMy name is not *** and I am not a femaleMy name is *** *** of XXXXX *** *** *** *** ** XXXXXThey did not even read the problem or my nameI want them to remove my name from any and all communicationsOr I will send a legal letter stating soI should not have to do this by providing a irrelevant numberI have a legal name and addressSo they can look it up in there computer and cross check some informationI need the companies address to send a letterBut there lack of though to put it on there advertising post card should be against the lawI have a right not to be advertised to as wellPlease have them stop and and all communications with me via mail, phone number and other wayThat would be acceptable
Final Business Response /* (1000, 14, 2015/07/07) */
07/15/15: I have verified he has been removed from our mailing listWe cannot be held responsible for other companies who use the similar mailing/marketing service

Initial Business Response /* (1000, 12, 2015/04/27) */
I apologize for how the experience has made *** feel we don't represent our self as the dealershipThere are some repair facilities and dealerships that may not be familiar with all policieswe have not received any calls from *** until she
contacted us on 04/06/at that time she requested we cancel the warranty at her request we did per the warranty agreement there is no refund due at this timeand *** did a charge back for one monthly payment with the billing company and she received that payment back in her account on 3/25/no further funds will be withdrawnWe apologize for any frustration that may have been met by ***
Initial Consumer Rebuttal /* (2000, 19, 2015/07/23) */
To whom of concerns:
I have closure on this account from the *** *** fraud claims manager as of 6/18/*** *** saw to it that I receive the payment of $which was the last payment made
The attached letter from *** *** Fraud Department will give you closure on my complaint
Thank you for your help with this matter

Complaint Id: *** Date Filed: 3/23/ Hello, Guardian would to say we are sorry to hear that Mrs *** is not satisfied with the policy she set up 7-11-We called the claims dept and tried to get them to pay for the claim but it simply wasn’t coveredWe do train our reps to be
very upfront with what is covered in the event of a breakdown and we also encourage all customers to read over all the details of the coverage paperwork once they receive it in the mailWe do apologize for any misunderstanding on what was truly coveredIn the end, it is our goal to make sure the customer is happy so per Mrs *** request, we have cancelled this policy out and we will honor her refund amount requested of $We hope Mrs *** gets her vehicle repaired and can move onTake care and please let us know if we can help out any other way Thank You, Guardian LLC

We apologize for any inconvenience *** may have had we have removed him from our mailing list however, due to the timing he may receive an additional piece of mail from us Please disregard this if it does happen and know we have stopped any future mailings

Initial Business Response /* (1000, 5, 2015/07/17) */
I apologize that this experience made you feel this wayMs*** contract is currently canceledMs.*** refund has been processed as per in her contract in the amount of back to her credit card and she will see this credit in 3-
business days and no further charges will incur
We apologize for any inconvenience this may have caused Ms***

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 ***In consideration of this information, we would respectfully request that this complaint be closed as Info Only

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 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 he would provide the customer ID number listed on the advertisement she receivedAgain we apologize for any frustration that may have been caused

As I’m sure you can understand, the last thing we want is an unhappy customer, and also not a permanent mark on our Revdex.com profile We do our absolute best to accommodate each and every one of our customers to the best of our ability, while also upholding our contractsAs with any
insurance type coverage, whether it be auto, home, or health, a product warranty also has a contract that outlines exactly what is coveredWe followed the contract that Mr*** purchased, which adheres to the strict guidelines of, and was approved by, the state of CA Attorney General’s office. Mr*** is correct about the policy covering the powertrain, which by definition does not include the transmission at allHowever, the policy does cover some parts of the transmission as wellIt is quite standard that either little or no electronic components are covered on high mileage vehicles, and Mr***’s vehicle was years old with 105,miles at the time that he purchased the product warrantyAs you can see by the attached document, the listed components are very clearly listed on page of the contract, and not hidden in any wayWhen we spoke to the customer, he expressed to our representative that not only had he not read the contract at all, but he hadn’t read the policies of any of his vehiclesIn addition, Mr***, along with all of our customers, had a day 100% money back guarantee in order for there to be sufficient time to either read the contract himself, or to show it to a mechanic of his choiceMr*** purchased this contract on 4/18/15, and we had not heard from him in regards to the coverage in any capacity, until 7/11/Although we are not happy about an unhappy customer, we did in fact follow the contract language at it’s very coreWe are currently processing out a prorated refund to Mr***, as he’s entitled to per the contract, in the amount of $We hope that he will find this an acceptable solution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf another advertisement is received, it will be reported to you
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/18) */
Upon receipt of this complaint, our office has reviewed all records associated with Mr***'s accountWe reviewed the conversation that Mr*** had with our representative and at no point during the conversation was Mr***
ever mistreated or mislead by the representative the call was not transferred to the administrator at any timeThe representative was advising Mr*** of the necessary cancellation procedures required as outlined in the policy mailed to his home address, and at that time Mr*** declined the procedures as well as the call was terminated by r***
Due to this misunderstanding, and Mr*** stating he would like 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 refund a refund check will be mailed to his home address on file within weeks
We would again like to apologize to Mr*** for any confusion in regards to the attempts to continue the coverageWe would ask that with this resolution you would consider this complaint against our company, closed as resolved

Complaint: [redacted]
I am rejecting this response because: Per Guardian LLC my contract was cancelled on August 16th 2016 and there is no further action required from me.
Sincerely,
[redacted]

Our records indicated that on 10/4/2016 Mr. [redacted] purchased a service contract for his 2009 Chevy HHR . Mr. [redacted] contacted Guardian on 10/17/2016 to request cancellation of the policy and the representative processed the cancel at that time and issued a refund back to the original credit card...

used for the down payment on 10-04-2016 it can take 5-7 days for the refund to appear back on the card.  Please see the attached refund receipt.   In consideration of our resolution of Mr. [redacted]’s account , we would respectfully request that you consider this complaint to be closed as resolved.

Initial Business Response /* (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 concerns. We understand there are many...

different reasons for cancellation and we merely attempt to offer any assistance available to our customers to address these matters. It 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 8/26/2015 and per the customer's request, a refund of the last monthly payment was put into process. Our office processes all refund requests on Fridays and Mrs. [redacted]'s refund of $152.19 will be processed today, 8/28/2015. Mrs. [redacted] should see these funds post to her account within the next 3-5 business days. We would again like to apologize to Mrs. [redacted] and with this resolution we would ask that you would consider this complaint, closed as resolved.

Mrs> [redacted] contacted us on 03-21-2016 to cancel her coverage we cancelled the coverage and issued a full refund back to her Visa card ending in [redacted],This case should be closed.

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 were not advised prior to this concern that [redacted] is requesting to be removed from any mailings. We have removed [redacted] as of today however he may receive an additional mailer in the interim but moving forward he has been removed from our mailing list  We consider this concern handled.

Initial Business Response /* (1000, 5, 2016/02/02) */
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 he 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 /* (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.

We apologize if our advertisement has met Jesse 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 Jesse 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.