CarGuard Administration Inc Reviews

My experience and complaint I sent CARGUARD!!!! READ!!! I am writing to file a formal complaint regarding the mishandling of my claim for my 2020 BMW X5, as well as the repeated rude and unprofessional treatment I’ve received from your customer service representatives. On July 14, 2025, I contacted CarGuard and spoke with a representative (a young woman whose name I was not provided). From the beginning of the conversation, her tone was dismissive, short, and completely unprofessional. I had to ask her several times to check her tone, as she made it clear she had no interest in helping resolve my issue. On July 15, 2025, I spoke with Blaine, who was helpful and informed me that a video of the issue would not be required, as he had confirmed with the Director of the Adjuster Department. While I did offer to submit a video for supporting evidence, Blaine assured me that it wasn’t necessary and that the repair would be approved and everything was “good to go.” Then, on July 16, 2025, I was contacted by my BMW Service Advisor, who informed me that the Control Arm repair would not be covered by CarGuard. The stated reason? That I “did not take the issue seriously enough.” I was shocked and insulted by this response. I called CarGuard again and unfortunately reached the same rude representative from July 14. When I questioned the claim denial, she interrupted me mid-sentence and told me “Do not cut me off” in a hostile tone. This confirmed for me that I was speaking to the same individual, and I made it clear that I would not tolerate her unprofessional behavior a second time. When I requested to speak with Blaine, she claimed he was unavailable and said there were no notes to support what Blaine had previously told me. After going back and forth, she ended the call by saying she would hang up due to “yelling.” And she did. I called back and spoke with Samantha, who was courteous and respectful. She reviewed the notes and honored my request to be transferred to Blaine. Blaine then confirmed that the adjuster stated my claim was denied because “the customer didn’t take the issue seriously enough.” Let me be clear: that excuse is both offensive and inaccurate. I originally took my vehicle to Sewell BMW of Grapevine in March and was told the control arm would eventually need repair. However, Sewell no longer accepts CarGuard, which I now understand based on this experience. After that, I contacted BMW of Arlington, where I was initially told they also didn’t accept CarGuard—until I spoke directly with the Service Manager, who confirmed they do. I then worked with their team to schedule the repair, asked about loaner car availability, and did everything I could to take the necessary steps—even when CarGuard failed to respond to the dealership’s initial calls. Eventually, I was able to get my vehicle back in for service when loaners became available. At no point did I ignore or minimize the issue. To have an adjuster question my seriousness or intent—especially after I’ve gone to multiple dealerships, made repeated phone calls, followed protocol, and waited for your team's direction—is utterly unacceptable. Not to mention even providing 2 yrs worth of service repairs on my vehicle, for their records. That statement, repeated both by my BMW Service Advisor and Blaine, is completely unprofessional, untrue, and disrespectful to a customer who paid this warranty in full within 2-3 months. Which was overpriced btw. This entire experience has been a complete disaster, filled with conflicting information, unresponsive communication, and deeply disappointing customer service. Frankly, the level of professionalism shown by several members of your team has been nothing short of trash, and it reflects very poorly on your brand.

Claim experience is smooth. Customer service is very helpful, and I only get to pay my deductible. Got my AC fixed three days after I filed a claim.