Guardian LLC

Initial Business Response /* (1000, 8, 2016/02/22) */
Guardian LLC is merely a third Party Selling entity of Product Warranties. Guardian plays no role in the approval or denial of any submitted claims. In light of Ms. [redacted]'s complaint our office has performed a complete review of the referenced...

account. We have furthermore reached out the contract administrator for details regarding Ms. [redacted]'s claims.
In reviewing our office's initial communication with Ms. [redacted], we determined that Ms. [redacted] was in fact advised of the per occurrence limits of $3,000.00 for the engine, $2,000.00 for the transmission and $1,500.00 for the transfer case. During the communication Ms. [redacted] even asks the sales representative to provide her with the limits again. The representative advised Ms. [redacted] of the limits again and reiterated to her that these limits were per occurrence. As 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. [redacted]'s claim. Per the administrator records, Ms. [redacted]'s repair facility called in to the administrator on 1/13/2016 to submit a claim for repair of Ms. [redacted]'s vehicle. The repair facility advised our representative that vehicle had trouble codes referencing the valve timing. The 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 camshaft. In 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 sensors. The repair facility replaced the sensors and diagnosed the vehicle again, but the trouble codes were set again. In accordance with the terms and conditions of the contract language, an independent third party inspector was sent to verify the failures to the engine. Upon inspection the inspector verified the failure of the timing chain and gears, with subsequent damage to the left cylinder head and camshaft. In light of the inspectors report, Ms. [redacted]'s claim was approved for the contract limit of $3,000.00.
In closing we feel that the administrator and Guardian have both met our obligations to Ms. [redacted]'s contract. Our review of the initial communication with Ms. [redacted] verified that Ms. [redacted] was informed of the per occurrence contract limits. Furthermore, the diagnosis that was requested to Ms. [redacted]'s vehicle was done solely to protect the customer. Because 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 engine. Ms. [redacted]'s claim was approved and paid in accordance with the terms and conditions of the contract language. As such we would respectfully request that your office considers this matter to be, closed as resolved.

Initial Business Response /* (1000, 6, 2016/02/03) */
"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 [redacted] According to our records [redacted] policy was cancelled out on 1/13/2015 and per the customer's request, a refund of the down payment of 395.00 was processed back to her credit card ending in 3170 on 1/13/2015 We would again like to apologize to [redacted] and with this resolution we would ask that you would consider this complaint, closed as resolved."

Our office has received your correspondence in regards to complaint case , made by [redacted] against Guardian LLC. In response to Ms. [redacted]'s complaint our office has performed a review of the referenced account. Per our review it was determined that Ms. [redacted] purchased the referenced coverage...

for her 2014 Chevy Equinox on 11/4/2016. Upon Ms. [redacted]'s purchase approval, a coverage booklet containing the full contract information was sent to Ms. [redacted]'s home address. Ms. [redacted] subsequently contacted our office on 12/7/2016.  At Ms. [redacted]'s request the policy was cancelled on 12/07/2016. Per the terms and conditions of the contract language, no refund was due to Ms. [redacted],being outside the contract’s 30 day review period, as well as no payments were made other than the down payment.

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.

Complaint: [redacted]
I am rejecting this response because:  The coverage was falsely advertised to me, I did a name change because I got married I requested the payment due dates be changed because your business charged me 2 weeks after my first down payment the rep apologized for YOUR mistake and refunded me my money back and then changed my due date. Those 2 issues have nothing to do with my oveerall complaint. the last person I spoke with assured me that they would contact me after listening to my call and they never did.
Sincerely,
[redacted]

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]

I apologize for the frustration met by Ms. [redacted] We in no way false advertise or misrepresent to consumers their are no notes as to a representative advising they would listen to the call and call back. Ms. [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 followed. Feel 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 /* (1000, 5, 2015/11/18) */
Please be advised that Guardian LLC (Guardian) is merely a third Party Selling agent of Product Warranties. Guardian does not handle contractual matters and plays no role in the approval or denial of any submitted claims. In light of Mr....

[redacted]'s complaint our office has reached out to the contract administrator for a claim denial explanation.

Our records indicated that on 9/2/2015, Mr. [redacted] purchased an Enhanced Protector Product Warranty for his 2007 Mercedes GL450. At the time of purchase Mr. [redacted] reported his start mileage as 51,212 miles. On 10/26/2015, Adrian from Mercedes-Benz of Fairfield contacted the policy administrator to submit a claim for Mr. [redacted]'s vehicle. Adrian advised the administrator that Mr. [redacted]'s vehicle needed the following repairs; Front Sway Bar Links, Vehicle Speed Sensor, Valve Cover Gaskets & Rear Shocks. In accordance with the term and conditions, Mr. [redacted]'s claim was subsequently denied as the required repairs for his vehicle are NOT listed as covered components of Enhanced Protector Product Warranty.
In closing, our review of Mr. [redacted]'s account indicated that the referenced claim denial was a just denial in accordance with the terms and conditions of the contract language, but in the spirit of customer satisfaction we have decided to authorize Mr. [redacted]'s account for a full refund of all monies paid into said coverage. Mr. [redacted]'s refund will be processed in the coming days and sent to the address on file. In consideration of our review of Mr. [redacted]'s account along with the proposed resolution, we would respectfully request that you consider this complaint to be closed as resolved.

Final Consumer Response /* (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 disconnected. I explained this information in detail in...

my initial complaint. Last 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 through. The 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 service. So, I was able to make contact today and the company is in fact still operable and will cancel my warranty as I requested. Therefore, 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]

Initial Business Response /* (1000, 7, 2015/08/17) */
Please be advised that Guardian LLC (Guardian) is merely a 3rd Party Selling entity of Product Warranties for Marathon Administrative Co. (Marathon). Guardian plays no role in the approval or denial of any submitted claims. In light of Mr....

[redacted]'s complaint our office has reached out to Marathon for a claim denial explanation. In reaching out to Marathon our office was able to obtain the following information.
Mr. [redacted] purchased a Product Warranty for his 2008 BMW 535i on 5/13/2015. At the time of sale, Mr. [redacted] reported the current mileage as 85,218 miles. On 7/10/2015, [redacted] from [redacted] & [redacted] contacted Marathon to submit a claim for Mr. [redacted]'s vehicle. [redacted] advised the Marathon representative that Mr. [redacted]'s vehicle needed both turbochargers replaced. In accordance with the terms and conditions of the contract language, a 3rd party inspector was sent out to verify the failures to the vehicle. Upon inspection of Mr. [redacted]'s vehicle, the inspector verified that both turbocharger waste gates were excessively worn at the pivots. The inspector verified that the waste gates were not sealing properly due to the excessive play. This subsequent lack of seal, caused low turbocharger air pressure. During the inspection, it was discovered that Mr. [redacted]'s vehicle had stored Diagnostic Trouble Codes (DTC).The inspection verified that code 30FF (turbocharger air pressure too low) was set 22 times, with the fist code being set at 86,146 miles. The inspector also verified that code P0305 (misfire cylinder 5) was set one time at 85,744 miles. Per the terms and conditions of the contract language, Mr. [redacted]'s vehicle was required to endure a 30 day and 1,000 mile validation period. Per the mileage that Mr. [redacted] submitted as his starting mileage and the mileage from the DTC codes obtained by the inspector, Mr. [redacted]'s vehicle had not yet completed the 1,000 mile validation period at the time the failures to the turbochargers had occurred. Mr. [redacted]'s claim was subsequently denied in accordance with the terms and conditions of the contract language. A manager from Marathon contacted Mr. [redacted] to advise him of the reasoning for the claim denial. Mr. [redacted] was adamant that this failure did not occur during the validation period. The manager advised Mr. [redacted] that based on the DTC codes stored by the vehicle's onboard computer, the failure to the turbochargers was indeed present during the validation period and would not be covered by this Product Warranty.
In the spirit of good customer service our office has offered to cancel Mr. [redacted]'s coverage and issue him a full refund of all monies paid into his account. We have subsequently issued check [redacted] for $1,010.82, which Mr. [redacted] should be receiving in the coming days. In consideration of this evidence we would ask that you close this complaint against our office, closed as resolved

We apologize if our advertisement has met Ms [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 Ms. [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 Business Response /* (1000, 5, 2015/09/16) */
Our office has received your correspondence in regards to complaint case XXXXXXX, made by [redacted] against Guardian LLC. In response to Ms. [redacted]'s complaint our office has performed a review of the referenced account. Per our review it...

was determined that Ms. [redacted] purchased the referenced coverage for her 2008 BMW 550i on 2/6/2015. Upon Ms. [redacted]'s purchase approval, a coverage booklet containing the full contract information was sent to Ms. [redacted]'s home address. Ms. [redacted] subsequently contacted our office on 2/26/2015 to request a new coverage booklet be sent to her address, stating that she never received the first one. A request for a reprint was put in that same day and a new policy was mailed to Ms. [redacted]'s home address. Upon Ms. [redacted]'s receipt and review of said booklet, she subsequently contacted our office to cancel the policy. At Ms. [redacted]'s request the policy was cancelled on 3/19/2015. Per the terms and conditions of the contract language, no refund was due to Ms. [redacted], due to her being outside the contract's 30 day review period. Upon receipt of this complaint and further review of Ms. [redacted]'s account, it was determined that the delay in cancellation of said coverage by Ms. [redacted] was strictly due to the delayed receipt of her coverage booklet. Based on this information and in the spirit of good customer service we have authorized a full refund of all monies paid into Ms. [redacted]'s account.
Our office has reached out to Ms. [redacted] to discuss and assist in the resolution of the referenced matter. According to our records Ms. [redacted] initiated a chargeback of the down payment on her account and those funds have been returned back to Ms. [redacted]. With exception of the down payment, Ms. [redacted] made one monthly payment in the amount of $299.58. We have sent a check in the amount of $299.58 to Ms. [redacted]'s home address. We anticipate Ms. [redacted] to be receiving this check in the coming days.
We would like to apologize to Ms. [redacted] for any inconvenience this situation has caused. In the spirit of good customer service we have issued a full refund of all monies paid into said account and we would ask that with this resolution you would consider this complaint against our company, closed as Our office has received your correspondence in regards to complaint case XXXXXXX, made by [redacted] against Guardian LLC. In response to Ms. [redacted]'s complaint our office has performed a review of the referenced account. Per our review it was determined that Ms. [redacted] purchased the referenced coverage for her 2008 BMW 550i on 2/6/2015. Upon Ms. [redacted]'s purchase approval, a coverage booklet containing the full contract information was sent to Ms. [redacted]'s home address. Ms. [redacted] subsequently contacted our office on 2/26/2015 to request a new coverage booklet be sent to her address, stating that she never received the first one. A request for a reprint was put in that same day and a new policy was mailed to Ms. [redacted]'s home address. Upon Ms. [redacted]'s receipt and review of said booklet, she subsequently contacted our office to cancel the policy. At Ms. [redacted]'s request the policy was cancelled on 3/19/2015. Per the terms and conditions of the contract language, no refund was due to Ms. [redacted], due to her being outside the contract's 30 day review period. Upon receipt of this complaint and further review of Ms. [redacted]'s account, it was determined that the delay in cancellation of said coverage by Ms. [redacted] was strictly due to the delayed receipt of her coverage booklet. Based on this information and in the spirit of good customer service we have authorized a full refund of all monies paid into Ms. [redacted]'s account.
Our office has reached out to Ms. [redacted] to discuss and assist in the resolution of the referenced matter. According to our records Ms. [redacted] initiated a chargeback of the down payment on her account and those funds have been returned back to Ms. [redacted]. With exception of the down payment, Ms. [redacted] made one monthly payment in the amount of $299.58. We have sent a check in the amount of $299.58 to Ms. [redacted]'s home address. We anticipate Ms. [redacted] to be receiving this check in the coming days.
We would like to apologize to Ms. [redacted] for any inconvenience this situation has caused. In the spirit of good customer service we have issued a full refund of all monies paid into said account and we would ask that with this resolution you would consider this complaint against our company, closed as

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]

We have received your correspondence in regards to complaint case [redacted], made by Ms. [redacted] against Guardian LLC. Guardian is a licensed sales agent, specializing in the marketing and sale of vehicle service contracts. All 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 Guardian. As our long standing practice, Guardian does not participate in any manner of unsolicited telephone marketing or sales. Any and all services offer by Guardian are marketed to consumers via mailer advertisements. As such, any unsolicited telephone calls received by Ms. [redacted] were not placed by our office.   In reviewing our records we determined that Ms. [redacted] contacted our office on May 8, 2015 in response to her receipt of our mail advertisement. Upon her inquiry, Ms. [redacted] subsequently purchased a vehicle service contract for her 2013 Mini Cooper. Our records further indicate that Ms. [redacted] again contacted our office on August 16, 2016 to request the cancellation of said contract. Ms. [redacted] was subsequently provided with the necessary information to process her cancellation request. To date, our office has had no other contact with Ms. [redacted] and have yet to receive the information necessary to process Ms. [redacted] cancellation request. If Ms. [redacted] has any questions or concerns regarding her service contract, we would ask that she contact our office at [redacted]. In consideration of this information, we would respectfully request that this complaint be closed as Info Only.

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...

possible. We again we apologize for any frustration that may have been caused.

Initial Business Response /* (1000, 5, 2016/02/02) */
I apologize for the frustration that Mr. [redacted] has met. after 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 /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

In reviewing our records we determined that Ms. [redacted] contacted our office on May 5, 2016 in response to her receipt of our mail advertisement. Upon her inquiry, Ms. [redacted] subsequently purchased a vehicle service contract for her 2005 Chrysler Pacifica. Our records further indicate that Ms....

[redacted] again contacted our office on a few different occasions to place a name change, to change the due date and then on August 23 2016 to request the cancellation of said contract due to having a problem with the lower engine and not having any maintenance receipts as required by the coverage. Ms. [redacted] was subsequently provided with the necessary information to process her cancellation request. To date, our office has had no other contact with Ms. [redacted] and have yet to receive the information necessary to process Ms. [redacted] cancellation request. If Ms. [redacted] has any questions or concerns regarding her service contract, we would ask that she contact our office at [redacted]. In consideration of this information, we would respectfully request that this complaint be closed

Initial Business Response /* (1000, 5, 2015/10/30) */
Mr [redacted] contacted our office on 10/26/2015 we attempted to advise our Mr [redacted] of all of the benefits we have available to them to assist in keeping the coverage. At that time Mr [redacted] disconnected the call and, nothing further was heard...

from the Mr [redacted] until now. We have cancelled the account and refunded Mr. [redacted] their prorated refund check # XXXXX in the amount of $376.47 we will consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was the desired resolution I wanted.
Thanks.
[redacted] O.[redacted]

Initial Business Response /* (1000, 5, 2015/04/29) */
I apologize for any frustration that [redacted] feels we have cancelled the warranty per her written request on 4/10/2015 and no further payments will be taken.
Initial Consumer Rebuttal /* (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 22,2015.

Initial Business Response /* (1000, 5, 2015/05/04) */
We apologize if our advertisement has met [redacted] & [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] & [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 /* (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, etc. We do NOT get these kinds of mail because we are on the "Opt-Out" Lists! So, your excuse/response is invalid. Also, 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 illegally. The Customer ID Number listed on the advertisement is: [redacted]XXXXX. Again, 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 /* (1000, 13, 2015/07/08) */
07/15/15: I have verified the consumer has been removed from our mailing list. We cannot be held responsible for other companies who use the same mailing service and we do not sell their information.