Proguard Warranty

May 9, 2017Revdex.comJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Complaint ID: [redacted] To Whom It May Concern: [redacted] purchased a Level ProGuard service contract for his [redacted] and subsequently initiated a claim for repair Attached, please find the service invoice for [redacted] ’ repairs Please note that service included a valve cover gasket and broken bolt, not a cylinder head as [redacted] ’ notes in his complaint Unfortunately, the repaired items are not covered under [redacted] ’ service contract plan ProGuard makes every effort to achieve customer satisfaction, and we remain confident that [redacted] ’ claim was handled in a fair and adequate manner If you have any further questions, please do not hesitate to contact us at ###-###-#### Sincerely, Sharlene N***

Let me first say that I have an major ongoing issue with Proguard that needs to be resolved.
However, when my radiator needed to be replaced and Proguard quickly approved the repair. For this repair I have to give them an at-a-boy.

“ProGuard has paid all approved claims in full. To date, the customer has not submitted any towing or rental invoices. While the customer is welcome to submit these invoices for reimbursement, ProGuard cannot guarantee reimbursement at this time. ProGuard has evidence that *** ***’s vehicle is registered for commercial use, which is strictly prohibited by the terms of his contract. ProGuard has retained legal counsel and will be seeking reimbursement for all claims paid under pretenses.” Thank you, Sharlene N***Administrative AssistantProguard Warranty Inc

March 20, Revdex.com West North Street Bethlehem, PA 18018- RE: Complaint ID *** *** *** To Whom It May Concern: Kindly accept this correspondence as ProGuard Warranty’s response to the above-referenced complaint.
ProGuard acknowledges that *** *** purchased a service contract for a *** ** on or about 12/20/2016. On 3/5/18, *** *** initiated a claim for an engine repair. As is customary, ProGuard contracted an independent company to perform an inspection of the vehicle prior to claim approval. Upon inspection, evidence of engine failure due to lack of proper oil lubrication was found. Specifically, the inspector found the engine failure was “the result of a ‘run low on oil condition’ between oil changes, until engine failed, due to continuous operation with no oilLong term neglect to repair oil leaks.” According to the terms of the service contract, ProGuard provides no coverage or benefits for: (k)”any mechanical breakdown or Failure caused by (a) failure to service the vehicle as recommended by the manufacturer; (b) overheating, regardless of the cause of overheating or resulting from contamination or inadequate amounts of coolants, lubricants, or fluids.” ProGuard Warranty is committed to excellence in customer service and remains confident that *** ***’s claim was handled in a fair, adequate and timely manner We trust this satisfies your concerns. However, please feel free to contact ProGuard should you have any further questions Sincerely, Dominic L*** Chief Operating Officer

*** *** ***
*** ** *** *** ** *** *** ***
*** *** ***
*** ***
*** *** *** *** *** ***
Please accept this correspondence as ProGuard Warranty Inc.’s
response to the above referenced complaint that the customer rejected
With regards to *** *** latest
response about her claim, the repair she is requesting rental reimbursement for
did not require more than eight (8) hours of labor, it only required six (6)
hours of labor. We understand that the
customer needed to get back and forth to school and work, however, our contract
states that the repairs must exceed eight (8) hours of labor time NOT including “delays caused by
unavailability of parts, shipping, repair facility schedules, or other factors”
in order to be reimbursed for rental car coverage as stated in the customer’s
contract
If you have any further questions, please do not hesitate to
contact me at ###-###-####
Sincerely,
Sharlene N***
ProGuard Warranty Inc

*** *** ***Re: Complaint number *** ***:Please accept this correspondence as ProGuard Warranty's
response to the above-referenced complaint
*** *** asserts that she purchased her vehicle, a
*** ***, from *** ** Auto in June of At that time, *** ***
also
asserts that she completed a ProGuard Warranty application for a vehicle
service contract and made a payment of $in consideration for the vehicle
service contractIn 2015, when *** ***'s vehicle needed service, she learned
that no valid contract was on file with ProGuard Warranty*** *** initially
lodged a complaint with the *** ** Auto, who issued a check in the amount of
$as a full refund for the application of the vehicle service contract
Although *** *** was informed that a ProGuard sales representative was most
likely the reason why ProGuard had not received the contract, ProGuard politely
and respectfully disagrees
As a matter of company policy, ProGuard accepts only
business checks as a form of payment for vehicle service contractsPersonal
checks and/or cash are never acceptedTherefore, when *** *** made her
payment to *** ** Auto, it became the auto dealer's responsibility to return
the application and payment to ProGuard in a timely manner. ProGuard also adheres to a strict policy of
only accepting service contracts from authorized dealers within days of sale
of a vehicle. This ensures ProGuard that
vehicles covered under its service contracts meet certain
standards. In fact, ProGuard received three vehicle service contracts from
*** ** Auto for vehicles sold in June of 2014. Although ProGuard would have welcomed the
opportunity to cover *** ***'s vehicle, a contract was never received on her
behalf
Finally, ProGuard feels strongly that, in reimbursing the
full amount of the vehicle service contract, *** ** Auto recognized an error
or omission on dealer's part and attempted to rectify the situation. Sharlene N***

*** *** ***
The Revdex.com
Re:
*** ***
Complaint
#:***
Dear
***
***:
September 16,
Please accept this correspondence as ProGuard Warranty Inc.’s
response to the above referenced complaint submitted for repair issues on her
vehicle
*** took her vehicle to on August 10th to
*** ***. The part numbers
called in by the repair facility were for items not covered under the
customer’s warranty. The customer took
their vehicle and contacted us. We then
gave the customer and alternate repair facility but they chose to take it back
to *** *** to have it re-diagnosed. The shop contacted us and gave us the correct
part numbers and we authorized the repairs of the vehicle
If you have any further questions, please do not hesitate to
contact me at ###-###-####
Sincerely,
Sharlene N***
ProGuard Warranty Inc

*** *** ***
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Re:
***
*** August
10,
Complaint
#***
Dear
*** ***:
Please
accept this correspondence as ProGuard Warranty Inc.’s response
to the above referenced complaint:
On May 12, 2012, *** ***
purchased a month / 40,mile warranty for her *** ***, VIN # ***
Over the term of the warranty, multiple claims were made, each of which were
promptly resolved, with a total cost for the claims of $3,687.50. The claim *** *** is disputing is for a power
steering pump that was installed on December 18, The first power steering
pump that was delivered was damaged in transit and could not be installed; the
supplier provided a new pump to replace the damaged pumpThe new pump that was
installed had an month warranty, which was congruent with the remaining term
of the auto warrantyAn OEM pump, which had a month warranty, was not
chosen because the pump would not have been covered for the remaining term of
the auto warranty*** *** believes a refund should be issued for the power
steering pump, even though the warranty had expiredWe handle all claims
expediently and in a professional manner, but we have to be diligent in
adhering to the terms of the service agreementWith the warranty having
expired, the power steering pump was not covered under an existing warranty
If you have any further questions, please do not hesitate to
contact me at ###-###-####
Sincerely,
Sharlene
N***
ProGuard
Warranty Inc

*** *** ***
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Re:
***
*** August
10,
Complaint
#***
Dear
*** ***:
Please
accept this correspondence as ProGuard Warranty Inc.’s response
to the above referenced complaint:
On May 12, 2012, *** ***
purchased a month / 40,mile warranty for her *** ***, VIN # ***
Over the term of the warranty, multiple claims were made, each of which were
promptly resolved, with a total cost for the claims of $3,687.50. The claim *** *** is disputing is for a power
steering pump that was installed on December 18, The first power steering
pump that was delivered was damaged in transit and could not be installed; the
supplier provided a new pump to replace the damaged pumpThe new pump that was
installed had an month warranty, which was congruent with the remaining term
of the auto warrantyAn OEM pump, which had a month warranty, was not
chosen because the pump would not have been covered for the remaining term of
the auto warranty*** *** believes a refund should be issued for the power
steering pump, even though the warranty had expiredWe handle all claims
expediently and in a professional manner, but we have to be diligent in
adhering to the terms of the service agreementWith the warranty having
expired, the power steering pump was not covered under an existing warranty
If you have any further questions, please do not hesitate to
contact me at ###-###-####
Sincerely,
Sharlene
N***
ProGuard
Warranty Inc

*** *** ***
*** ** *** *** ** *** *** ***
*** *** ***
*** ***
*** ***
*** *** ***
Please accept this correspondence
as ProGuard Warranty Inc.’s response to the above referenced complaint.*** *** states in her complaint that her vehicle needed to go into the repair facility from 1/27/until 2/2/to have an air filter replaced and engine work completed. We do not have record of her shop contacting us to start a claim on her vehicle for any engine work nor is the air filter covered under the warranty. Therefore, since there was not a claim called in by her shop, we are unable to reimburse the customer her rental costs. Customer also states that no one from our office has contacted her regarding her claim. I have contacted the customer three times during different times of the day and still have not received a response.If you have any further questions,
please do not hesitate to contact me at (570) 414-extension
Sincerely,
Sharlene N***
ProGuard Warranty Inc

From: *** and *** ***Date: Thu, Sep 17, at 6:PMSubject: Complaint resolvedTo: [email protected]
To *** ***,
please be advised that complaint ID # *** has been resolved as of 9/16/Pro warrant company has met all of there obligations in the matter of warranty coverage on the *** *** steering issuesThank you for your valuable input and speedy response on this matterBest regards,
*** ***

April 13, Revdex.com West North Street Bethlehem, PA 18018- RE: Complaint ID *** *** *** To Whom It May Concern: Kindly accept this correspondence as ProGuard Warranty’s response to the above-referenced complaint. ProGuard acknowledges receipt of *** ***’ response dated 4/12/18. While we regret that *** *** is not satisfied with outcome of her claim, ProGuard is confident that our denial of the claim was justified based on information provided in our previous responses. The independent inspector found evidence of long-term oil leaks, which resulted in engine failure due to lack of lubrication, and he submitted pictures to support his findings; copies of those pictures are attached for your review. According to the terms of the service contract, ProGuard provides no coverage or benefits for: (k)”any mechanical breakdown or Failure caused by (a) failure to service the vehicle as recommended by the manufacturer; (b) overheating, regardless of the cause of overheating or resulting from contamination or inadequate amounts of coolants, lubricants, or fluids.” We trust this satisfies your concerns. However, please feel free to contact ProGuard should you have any further questions Sincerely, Dominic L*** Chief Operating Officer

---------- Forwarded message ----------
sans-serif;">From: Date: Mon, May 9, at 4:PMSubject: complaint number ***To: ***HiThe business, ProGuard Warranty contacted me and the dealership's service department and said they will cover the repairProGuard asked me to inform you and ask that the letter be removedThank you for getting their attention and resloving the issue*** ***

*** *** ***
The Revdex.com
Re:
*** ***
Complaint
#:***
Dear
***
***:
September 16,
Please accept this correspondence as ProGuard Warranty Inc.’s
response to the above referenced complaint submitted for repair issues on her
vehicle
*** took her vehicle to on August 10th to
*** ***. The part numbers
called in by the repair facility were for items not covered under the
customer’s warranty. The customer took
their vehicle and contacted us. We then
gave the customer and alternate repair facility but they chose to take it back
to *** *** to have it re-diagnosed. The shop contacted us and gave us the correct
part numbers and we authorized the repairs of the vehicle
If you have any further questions, please do not hesitate to
contact me at ###-###-####
Sincerely,
Sharlene N***
ProGuard Warranty Inc

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

COLOR1.png" 'width:144.75pt;height:86.25pt;
visibility:visible;mso-wrap-style:square'>
April 15,
Complaint ID: ***
To whom it may concern:
Please accept this correspondence as ProGuard's response to
the above-referenced complaint
*** *** purchased a ProGuard service contract for his
*** *** on 2/27/On 3/3/16, ProGuard was notified by a repair facility, *** *** ***,
that *** ***'s vehicle had an apparent oil cooler issue and high pressure
pump failure. At that time, a ProGuard
claim representative requested that the repair facility perform a diagnostic
test, and when completed, call in a formal claimOn 3/21/16, the claim was
officially reported to ProGuard and on 3/22/ProGuard contacted an
independent inspector to evaluate the vehicle prior to approving the
claim. The inspector evaluated the vehicle
on 3/24/and found that repairs were about 70% complete. The oil cooler, which is not a covered
component according to the terms of *** ***'s contract, had already been
replacedIn addition, the inspector found no evidence that the fuel injection
pump had failed. A copy of the
inspection report will be made available if necessary. Because the oil cooler is a non-covered
component and because the fuel pump did not show evidence of failure, this
claim was not approved by ProGuard
On 3/28/16, another claim was initiated for the fuel
injection pump. Again, ProGuard utilized
an independent inspector to evaluate the vehicle prior to authorization of the
claim. This time, the inspector found
evidence of a fuel pump failureThe claim was authorized on 3/3/16. No towing or rental bills have been submitted
by *** ***
ProGuard remains confident that *** ***'s claims were
managed fairly and in a timely fashion.
Both the claim denial and subsequent claim approval were made within
days of a formal claim submission
Finally, ProGuard kindly requests that the Revdex.com use
discretion when considering this complaint.
ProGuard has retained legal counsel and contacted state insurance
departments to investigate fraudulent activity surrounding this contract
Should you require any further information, please do not
hesitate to contact me
Thank you for your attention to this matter
Sincerely,
Meghan L***
ProGuard
Warranty Inc
***@proguardwarranty.com
###-###-####

*** *** ***
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Re: *** *** ***
Complaint #: ***
Dear *** ***: February
25,
Please accept this correspondence
as ProGuard Warranty Inc.’s response to the above referenced complaint
*** *** purchased a day
powertrain vehicle service contract on January 10, for her *** 323iOn
February 12, 2015, the vehicle was taken to Turner’s Garage because the
customer was having problems with the vehicle.
The repair facility determined the vehicle had overheated and because of
this diagnosis, ProGuard requested an independent inspector to inspect the
vehicle. Per the inspector’s report,
“the cooling fan blades and shroud are broken.
The fan clutch has been locked in place by screwing a bolt between the
fan and clutch causing it not to be able to operate. The radiator is leaking coolant to a drip
long term from the connection between the reservoir and radiator. There is bronze stop leak in the radiator. The engine failed a block test consistent
with combustion gases in the cooling system“These factors demonstrated that this vehicle
had a pre-existing condition. Based on
these findings, our claims department denied the claim based on these
conditions.
If you have any further questions,
please do not hesitate to contact me at ###-###-####
Sincerely,
Sharlene N***
ProGuard Warranty Inc

This letter is to serve as a response to *** ***'s complaint filed with you. As *** *** stated in his complaint, "the vehicle arrived at my home with several warning lights lit". Referring to number 10-on the customer's contract under the heading of "Exclusions - What Is Not
Covered" states "Any pre-existing conditions". Hence, none of his respairs would have been covered due to all the warning lights being on when it was delivered to him. However, in order to maintain good customer relations, ProGuard Warrranty covered the repairs that were wrong and listed on his contract. ProGuard Warranty was also asked by the dealership to assist the customer with an additional amount so the customer could obtain his repair, which we did.If any further information is required, please do not hesitate to contact myself at *** extension ***
Sharlene N***
Administrative Assistant
ProGuard Warranty Inc

To whom it may concern:
Please accept this correspondence as ProGuard Warranty's response to the complaint referenced above In an effort to keep ProGuard's response as concise as possible, ProGuard references the following facts After purchasing a vehicle service
contract, *** *** has made multiple claims for various mechanical issues As part of the contract between ProGuard and *** ***, ProGuard has reserved the right to complete an independent inspection prior to approving any vehicle service Because multiple claims exist on this vehicle, ProGuard did, indeed, secure an independent inspection agency to inspect the vehicle However, the auto shop involved, Bingie's, was unable to break down a component of the engine for inspection without specific approval from *** *** The independent inspector arrived at Bingie's auto shop yesterday, 2/8/16, to inspect the vehicle, only to find that the vehicle was not prepared for inspection This inspector was informed that approval had just been received from *** ***, but the shop had not had sufficient time to break down the mechanical component ProGuard received notice today, 2/9/16, that the independed inspector returned to Bingie's auto shop and was able to complete the inspection ProGuard expects a written inspection report within hours and will then make a decision to approve or disprove *** ***'s claims based on the findings of the independent inspector At such time, ProGuard will update this response to reflect the new information received from the independent inspector

*** *** ***
The Revdex.com
Re:
*** * ***
Complaint
#:***
? Dear
***
***:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
August 5,
? Please accept this correspondence as ProGuard Warranty Inc.’s
response to the above referenced complaint submitted for refund of his
contract
*** *** ***, on December 7, 2013, signed a contract
that states under the heading “Cancellation/Refunds”:
? ‘Only in the event Your
Vehicle has been declared a total loss or has been
repossessed or if you fail to pay the lien holder the Contract purchase price
as agreed We will refund a pro-rata portion of the Contract
purchase
priceThe rights under this Contract are transferred to the
lienholder in which the lienholder would be then entitled to a pro-rata refund
reflecting the greater of the days in force or the mileage elapsed based on the
term of the Contract.’
Since *** ***’s vehicle has not been declared a total
loss nor has it been repossessed, no refund is due from ProGuard Warranty.?
If you have any further questions, please do not hesitate to
contact me at ###-###-####Sincerely,
Sharlene N***
ProGuard Warranty Inc