Proguard Warranty

Give that Christine a raise! She is so professional, even when I called in a bad mood, preparing to bicker and barter, she treated me with kindness and respect,and took care of finding me a facility that met my needs! Talk about stress relief!

[redacted]First and foremost ProGuard is approving our claim on a transmission. This review is not about that. This is a review based on customer service in COMMUNCATING with your company.[redacted] Does this company have more than 1 man working for them to answer the telephones and return voicemails? Our car has been sitting at a repair shop for about 3 WEEKS. Not 100% PrGuards fault. ProGuard was debating with the macanic on the type of equipment to install in the car. We were told that the car was going to be moved to another shop because of this and they would get it towed there for us. Great, we just want it fixed! The original repair shop that our car had been sitting at for weeks wanted money for an evaluation fee and the car would not be released to the new repair shop until this evaluation fee was paid. Makes sense. But this isn't my fault and I shouldn't be responsible for this. It was made very very clear to Steve several times over the phone about our car not being released until this fee was paid. Steve reassured us that the fee was being taken care of and the car was going to be released to the tow truck and transported to the new shop. Two days after being reassured this was all being taken care of, still no word from anyone. We had been trying to contact Steve within those two days by calling and leaving messages with no avail. Finally day three of no news (today) we get a return call from Steve that the macanic from the original repair shop and ProGuard came to some kind of agreement and the car is going to be fixed where it had already been sitting for weeks. Again, not 100% ProGuard's fault the car has been sitting this long. But we had been told now three days ago, by Steve, everything was going to be taken care of THAT DAY and they were getting the car to the other shop and getting it fixed asap! What's been going on the past three days then, and why haven't we been notified when there were expectations as customers that were not being met? When speaking to Steve today, the car wasn't released three days ago because the evaluation fee was never paid for. When We were under the impression everything was being taken care of after hanging up with Steve three days ago. Come to find out Steve "had to leave work early the past two days" (his words, not mine), knowing this fee needed taken care of that day when we spoke to him three days ago, before it would be released from the original repair shop. Also knowing we haven't had a working vehicle in about 3 weeks, zero compassion to help us get this process moving. Also to add, I guess if you leave work early, that must mean you don't return messages left from first thing in the morning, the time the company opens. At least that's how it worked for us. What..A...Nightmare...It takes days for them to return a call/message. We feel taken advantage of because of the fact we have no other choice or option than to just deal with all this craziness to get our vehicle back fixed, under our warranty. Today I was at the point where I was ready to just explode with frustration. So instead I decided to sit down and take 30 minutes of my life to write this review. I take other people's reviews into careful consideration before I use a company or purchase items now. So I felt it was important to share our experience with others on the communication/customer service regardless of what ProGuard's response is to my review. This situation in its entirety was not 100% ProGuard's fault, but as my warranty company that we pay to have, they sure didn't make it any better or easier for us either. This should've never been this hard and stressful.. As a woman that comes from a small family owned business myself, I understand the importance of reviews online and how much they can impact a company. No one is perfect but on the flip side, my family's owned business never left calls/messages go unanswered or returned for days at a time, along with other underlying issues mentioned in my review.

I want to thank Steve from proguard warranty for making my experience with their company satisfying. They got my vehicle fixed in a timely fashion they were courteous and professional in all aspects of business. Thank you again for a good experience and I'm glad that we chose you when we bought our vehicle

dammit! I wish I would have known about their business practices prior to agreeing to use them on my last auto purchase. $2900 that could have been used to make the repairs that the contract clearly states they cover, thrown away. can't cancel because the truck wasn't stolen are totaled in a crash. classic american business model... something for nothing! thank you proguard, but I am contacting an auto fraud lawyer as this isn't going away quietly.

Review: My 2007 [redacted] was put into the auto transmission shop again on 8/28/14 to 9/4/14 due to more problems from the transmission, shocks, struts, engine and engine light...I was told that by my vehicle having to stay in shop for that amount of time that I would be reimbursed back the $150 for the rental I got in order to get to work and back and take my kids to school and back. .it's been 2 months and I Still never received any refund check. .I've called and talked to numerous of people including Sam B from proguard telling me that I should be receiving my refund soon and still nothing has came in the mail at all. ..how long do I b have to wait for this refund. .I've feel that I'm being taken advantage of and I shouldn't have to go through this.Desired Settlement: My desired outcome is to receive the money that's owed to me as soon as possible because that money can be put to use for my son's medication that he needs.

Business

Response:

To Whom It May Concern, In response to [redacted]'s complaint filed with you on 10/20/14, customer stated that she needed to put her vehicle back into the repair facility for a transmission issue, shocks, struts, engine & check engine light. On 8/28/14, her shop called in for cam sensors & cv shaft. Both items were covered under our warranty however, the labor time to remove & replace both items was only 3.1 hours. As it states in our contract, the covered repair must require eight hours or more of labor in order to qualify for rental car coverage maximum of 4 days as stated in our contract. The claim was called in at 4:50 p.m. on 8/28/14 and was approved on 8/29/14 so the customer was not delayed in anyway by our company. But in order to keep up with our claim of good customer relations, we have agreed to reimburse the customer for $140 which is four days of rental at $35 per day. If you have any further questions, please do not hesitate to contact me. Sharlene N[redacted]Administrative AssistantProGuard Warranty, Inc.

Consumer

Response:

[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.]

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

Regards,

Review: I purchased a used vehicle and paid $2995 for a 'Comprehensive' Extended Warranty serviced by ProGuard. A couple of weeks after I purchased the vehicle, the service engine light came on so I was instructed to take it to a repair facility. The [redacted] Service center determined that it was a 'timing' issue with the engine and that the repairs would cost around $2500. ProGuard stated that it wasn't covered although it is stated that timing issues are covered. It is now costing me over $5000 since I paid for a warranty that is useless and I now have to pay for the repairs as well. They make it a point to state 'Comprehensive' on their marketing materials and the car salesman also implies that it covers everything that is not normal wear and tear or maintenance-related. At this point, I would just like a refund (even partial at this point) and cancel the contract since I have no faith in its value. I have called the company several times and left messages or promised call backs that never come. I'm looking for help to get a resolution.Desired Settlement: I just want to sever ties with this business if possible with a cancellation of the contract and a refund (even partial) since it has been less than 30 days since it was purchased.

My husband just bought a used car that came with a Proguard warranty. We had been living with only 1 car with my husband's work schedule and 3 children, one of which was a newborn, so we were excited to have a new car. However, after having the car for 3 weeks, the car died while my husband was on his way home. We needed the car fixed and had it towed and in the shop. We knew that the repair was covered under the warranty so we had the shop repair it. Unfortunately my husband did not read all the fine print to see that the repair needed to be authorized prior to fixing it. We called the warranty company as soon as we realized the error and were told to submit all the paperwork so we could be reimbursed. Now, after almost a month of waiting to hear back they have denied it and the towing and will not answer the phone or return any of my messages. There was just one small paperwork technicality that is now going to truly cost us $800.
At this point I just want the money for the repair and labor cost. I don't even care about the tow or tax.

I've used my warranty with Proguard a few times already (unfortunately) and I've had problems with them each time. The 24/7 contact people for towing are very helpful, but the claims people try their hardest to find ways to not pay for anything. I've been told multiple times by repair shops and dealerships that they're having a hard time convincing the claims people that the part/work required needs to be done. They're cheap and they don't care about the safety of their customers. I seriously regret purchasing a warranty from Proguard. The high cost does not help, either.

Review: I purchased a used vehicle from [redacted] Unlimited, in [redacted] GA for $11,999. At the time of purchase, I was offered, and chose, a 3 year "comprehensive" warranty from ProGuard Warranty Inc. for $2,095. I was assured that the dealer and ProGuard had a great relationship, and that anything wrong with the vehicle would be covered under the “comprehensive” warranty.

The vehicle arrived at my home with several warning lights lit. I took the car to a local dealer, and the estimate for the repairs was $3,600. ProGuard initially refused to pay anything on the claim. After some discussions with Proguard & the dealer, ProGuard agreed to cover $560.00 of the claim. Unsatisfied with the response, and several daily discussions with the dealer & ProGuard, I was assured ProGuard would cover the majority of the claim. I was instructed by ProGuardto take the car elsewhere as the dealer would not "work with them" to reduce the total price. After paying the dealer for the repair estimate, I took the car to another local mechanic. His estimate was $4,200 for the repairs, which included everything from the dealer estimate plus additional items. More daily calls with the dealer & ProGuard. I am repeatedly told that Proguard and the dealer would cover 75% of the bill roughly $3,000. In the end, Proguard did cover $1,537.00 against the Claim of $4,200. This negotiation took FOUR MONTHS.

FOUR MONTH WITH NO CAR.

FOUR MONTHS OF DAILY CALLS,

FOUR MONTHS OF THE DEALER & PROGUARD POINTING FINGERS AT EACHOTHER.

The contract is written in such a way as to be confusing to the customer. I would NEVER have purchased the warranty had I known how they operate. They appear to deny all claims, and wait customers out. The customer service is abrupt and rude at all levels. Part of this lies with the car dealer. I will take that part up with them as well. The ProGuard warranty is a scam.Desired Settlement: Cover what was promised - 75% of the bill.

Business

Response:

This letter is to serve as a response to [redacted]'s complaint filed with you. As [redacted] stated in his complaint, "the vehicle arrived at my home with several warning lights lit". Referring to number 10-16 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 [redacted] extension [redacted]. Sharlene N[redacted]Administrative AssistantProGuard Warranty Inc.