Complaints

This profile includes complaints for American Auto Shield, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Auto Shield, LLC

  14033 Denver West Pkwy Ste 200 Lakewood, CO 80401-3455

• 

  American Auto Shield, Inc

  6820 Lyons Technology Cir Ste 250 Coconut Creek, FL 33073-4315

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

• 

  American Auto Shield, LLC

  333 Mid Rivers Mall Dr Ste 101 Cottleville, MO 63376-1516

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty with American Auto Shield (Car Shield) for my daugthers 2016 Dodge Journey. The car was towed in for repair on April 4, 2025 to **** ***** per Car Shield request from Pepboys with enternal engine noise, and possible blown head gasket. **** ***** suggested to have the engine rebuilt. American Auto shield Adjuster suggested other measures to repair the car. The claim was approved by the adjusters recommendations in April 2025. My daugther paid **** ***** $849.64 invoice #****** and American Auto Shield paid there portion of the bill. My daugther picked her car up on May 5th, 2025 because the repairs was suppose to be completed. My daugther had to take the car back on May 6th, because fluid was leaking invoice #******. On May 17th my daugther picked up the car again paid an addtional $146.38 and Car Shield paid there portion. On May 17th my daugther picked up her car again and had to take it back to the shop immediately because the cars check engine light came on and it shuttered when the car was in idle Invoice #******. I called American Auto sheild on June 3rd and the operator ***** told me the claim was denied because the car was driven while needing repair. The only time the car was driven was only on the two occasions when **** ***** said the repair work was completed. I spoke with ***** *** from American Auto Shield on June 17th and he stated that the adjuster that was sent from their company made a mistake on the diagnoses and they had to go along with what ever the adjuster said instead of what the mechanics from **** ***** suggested.This is what I'm having a problem with... how am I the contract holder being penalized and the car is not being repaired properly because their adjuster misdiagnosed the problem with the car, going against what the mechanics at **** ***** ************ daugther has missed several days of work and has paid out $996.02 that was not covered, and the car is still at **** ***** waiting to be repaired.

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  The Administrator of your *************** Contract, American Auto Shield, has examined your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your vehicle was diagnosed by a prior repair facility on 3/29/2025, with claim number *******. The initial repair facility reported that the vehicle was driven in with an active misfire, engine noise and an overheat concern with  a low coolant level that was constituted as only water added to the system. Your vehicle was then moved to your current facility which stated there was no overheat condition but rather a needed camshaft/lifter replacement as well as oil leaks from oil filter housing and a needed timing cover repair. This claim was authorized for the diagnosed failures, and repairs were completed and paid for  on 5/1/2025. 
  
  
  Your vehicle was released back to you, and was then driven 41 miles prior to being diagnosed again with an overheat condition  consisting of a thermostat and coolant reservoir cap being replaced on claim ******* . Your vehicle was then released again by the repair facility in which you drove another 13 miles when the vehicle was currently diagnosed with a burnt valve on cylinder 4 with an  associated misfire condition. 
  
  
  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, It is clear that your current repair facility has misdiagnosed the engine noise/misfire condition/overheat condition dating back to claim *******. Several improper repairs have been performed that did not correct the issue that has been present since being diagnosed by your first repair facility on 3/29/2025. Your vehicle's current engine concern for a burnt valve would be as a burnt valve is deemed excluded from coverage for any other cause of failure other than being out of manufacturer specifications and carbon-based failures are not covered under the contract. Additionally, your contract does not provide coverage for improper repairs or misdiagnosis. Further more, as stated within your contract, your *** will not provide coverage for damage caused due to continued operation after a mechanical breakdown/failure has occurred. There have been multiple occurrences of continued operation throughout your claim process. The first known continued operation was documented when your vehicle was driven into the first repair facility with known failures and was not towed in. Your vehicle was also driven twice while concerns were on going. 
  
  
  Your claim *******  was paid out on   5/1/2025. Any further concerns regarding your current repairs would be deemed excluded due to continued operation, misdiagnosed failures/improper repairs, and components not listed for coverage. As your claim payout far exceeds what has been paid into your contract, there will be no refund due. 

  -Customer Relations

• Initial Complaint

  Date:06/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022, I purchased a Diamond warranty package with them. I never had anything done with the car since I had the warranty. This year, my check engine light came on. I got the diagnosis that it was the car shaft sensor. I called the mechanic, *** and told him about the diagnostic and asked what is that and he asked me a bunch of questions. We set up an appointment for him to look at my car. I called him on Fri., March 6th. When he told me he was booked up, I drove to work and as I was parking the car went off. I called ***, the mechanic and had it towed to him. ***, the mechanic told me to take it to a business that does engine work. I called Carshield and it was taken to ******** and they said it should be taken to an engine shop. Then I had it towed to another shop down the street from me. The timing chain snapped and went into the engine so I called Carshield. Carshield asked for receipts, asked a bunch of questions. They said that they would not pay for the engine to be repaired but would pay for the timing chain an accused me of causing the problem. I would like for them to fix it or to give me my money back.

  Business Response

  Date: 06/16/2025

  Mr. ***********,
  As stated in response to the previous complaint submitted by your attorney and to CarShield's BBB page, American Auto Shield conducted a comprehensive review of all relevant facts, events, and communications pertaining to the Claim at issue. The findings confirmed that the Claim was adjudicated correctly in accordance with the terms of the **** authorizing
  repairs for the initial failurespecifically, the timing chain. This authorization serves as a credit applicable toward the full engine repair. The diagnosis provided by the repair facility revealed that the timing chain had stretched to the extent that it no longer fit properly between the gear spurs. This condition indicates significant continued operation, as this type of timing chain failure is a gradual process rather than an immediate event. As a result, the *** provides coverage only for the initial failurethe timing componentsand does not extend to the subsequent engine damage caused by continued operation.

  
  To prevent further escalation of the dispute, CarShield and American Auto Shield is still willing to extend the following offer: American Auto Shield will direct CarShield to cancel the contract and provide a one-time payment for the amount authorized in the Claim, along with a partial refund covering the last three months of premiums paid, totaling $3,680.12. The terms of this resolution will be formalized in a Settlement Agreement and Release. If these terms are agreeable to you, please email ********************************** and we will draft the
  agreement for your electronic signature.

  
  Respectfully,
  Customer Relations

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug. 1, 2024, my car stopped on Evergreen. It was towed to ******* Complete Auto Repair. A claim was put in with Carshield. ******* Complete was recommended by Carshield. I filed a claim and received rental car. The diagnosis was transmission failure.After I canceled service with them. So I had to pay for rental and after I canceled their service. They still took out monthly payment after I canceled service with them. They would not let me speak to their adjuster man and I sent them a letter requesting to be reimbursed. No reply from Carshield or American Auto. Contract # MRF3776779; $5,134.64 repair, $627.66 rental and $109.00 warranty

  Business Response

  Date: 06/16/2025

   

  CarShield requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC").
  

  Upon review of your file, it was discovered that during inspection, your inspector could not duplicate the concerns that your repair facility has reported. The inspector advised the vehicle moves as designed when putin drive or reverse. As stated within your contract, your VSC does not provide coverage for any part that has not broken or failed, even if a repair facility has recommended repair or replacement. Your repair facility has not been able to submit a verifiable failure for the concerns presented within your claim. Without a verifiable failure, your claim will remain denied. As you previous claim payouts and rental authorizations exceed what has been paid into your VSC, there will be no refund due.
  

  -Customer Relations

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue begins with a 2012 ****** Tundra (it is located in the ******* area ) that was submitted for a warranty claim for a transmission issue and essentially 4 months later Im still fighting with the warranty company trying to get them to come and look at the vehicle.(they did the first time but got there at closing time) So at this point it has been like pulling teeth with them to get this warranty claim sorted.

  Business Response

  Date: 06/10/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation, the claim delays in authorizing repairs due to no failures verified. Claim has stalled out after further diagnosis was requested. Vehicle was brought into repair facility for multiple concerns, main concern in question now is for the transmission. Transmission intermittently will not go into reverse. There are some DTCs' stored that indicate there may be a problem with internal transmission electronics but so far there has not been any documented and verified failure with the transmission.

  Please contact your repair facility and ask them to reach out to your adjuster with the requested information. 

  If you would rather cancel your contract, a full refund can be issued upon upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ********************************** and we will draft the Agreement for your electronic signature.

  Customer Relations

  
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an ongoing dispute with Car Shield, American Auto Shield for over four months. My mechanic identified multiple issues with my vehicle. They eventually inspected the vehicle. When the inspector came out, he was dishonest about the inspection. He said he spoke to the mechanic, which he didn't. I spoke to them and they said they put the vehicle on the lift, he inspected it and left without discussing anything with them. They lied to me and said he spoke to the mechanic about what was found. I called multiple times and they finally agreed to do some additional repairs, but nor everything that needed to be done. I have asked multiple times for a manager to call me and I received one phone call, which resulted in some additional items being covered. There are still items that need repaired that they refuse to cover, because according to their reviewer, it hasn't failed yet. It needs to be repaired now per the shop. They have not resolved this with the shop and basically closed the claim. I also had to rent a vehicle multiple times, due to their lack of follow up. The paid for one week, there are at least two more weeks that I need to be reimbursed for.

  Business Response

  Date: 06/16/2025

   

  Your claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that claim(s)2639242 and ******* were adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC"). The claim decision will not change. 

  Upon review of your file, it was discovered that several items submitted for coverage were shown by inspection to have not been failed or are components not listed for coverage within your VSC. As stated within your contract, any part that has not broken or failed, even if a repair facility has recommended repair or replacement are deemed excluded from coverage. Upon inspection, the engine mount(s) concerns were not found to have failed, and would not be eligible for coverage as your VSC does not provide coverage for "betterment" of components without a verification of failure. Additionally, several components were found to not be listed for coverage that were submitted for review, including but not limited to: fog lamp bulbs, a cracked air cleaner box, and both front struts.
  

  American Auto Shield has authorized $3102.86 in claims on your behalf. Since that amount is more than what has been paid into the contract, there is no refund due. 

  Customer Relations

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Timeline of events:December 2024 Became Car Shield customer May ******* Covered vehicle taken to dealership for warning lights May 22 2025 Dealership *** says the tech found an issue/defect with the vacuum pump May 23 2025 I contact Car Shield by phone and complete an online submission to notify them of the issue via their app Dealership *** contacts Car Shield to initiate claim Car Shield *** contacts me and says the vacuum pump is covered however the vacuum pump failed due to an issue with the vehicles wiring harness which is a non-covered part. Therefore the claim is denied I confirm the initial diagnosis with dealership *** and notify Car Shield of the miscommunication. Dealership *** contacts Car Shield and reiterates the diagnosis Car Shield denies the claim a second time but changes the reasoning which contradicts the initial reasoning for the denied claim. This time, its because the vacuum pump has a function related to the braking system which is not covered (If certain vacuum pumps arent covered why wasnt that basis for the initial denial?) May 25 I review my contract and contact Car Shield and ask to be directed to tue language in my contract that supports their basis for either denial. The *** is unable to do so and escalates the claim to a supervisor. May ****************************************************************************** the claims process and provides language that excludes the brake system from my coverage that is not available in my contract, adding that there are multiple versions of the contract. *** suggest that my dispute be sent to the escalation department which can be done through a link that she will send via email. I did not receive while on the call. We agree to give it an hour to go through and she promises to call in a hour to confirm. Hours pass no email no call. I contact ** again they said they dont send emails but notify escalation ***** Later on the email came through and I submitted my dispute

  Business Response

  Date: 06/04/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your repair facility called in stating failure to the vacuum pump due to failure of the wiring harness connector. Your contract has coverage for the vacuum pumps related to the fuel system, but there is no coverage for any failures to vehicle wiring harness/connectors or caused by it. This has been explained by several customer service representatives. 

  As a resolution, American Auto Shield will refund your payments in full upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ********************************** and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The last two claims made with Car Shield have not been covered and they have no reason why but they tell me we only cover this much of repair the repair last year 2024 at Land Rover facility in ***** Va. I paid over six hundred out my pocket full price of repair for oil leak they change gasket , oil and filter and seal replacement and now this recent claim when an alternator needs replacement on my vehicle they are saying they will only cover partial or the cost and they have to pick the replacement part in which they selected the most expensive one they could find which causes more for me since they only covering partial my contract fully states the alternator is covered I have the top policy which is Diamond coverage account number is ************ I would like to for the payments I paid for with these claims to be paid back to me because I pay every month for this coverage that I'm not getting this is a very serious issue.

  Business Response

  Date: 06/03/2025

  Mr. ********,
  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. 
  
  
  Upon review of your file, it was discovered that your claim was authorized for an alternator. However, you were advised of the out of pocket cost associated with your claim due to your repair facility not allowing shipped in parts. As stated within your contract, your Administrator may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of your vehicle at the time of repair. Your administrator may choose to have parts shipped to the repair facility . If the repair facility does not accept shipped parts, WE may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility  parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. Repair facility parts must come with a part warranty issued by either the manufacturer or the Repair Facility with minimum part warranty period of the lesser of twelve (12) months or ****** miles. The out of pocket cost was due to your administrator being able to source a more cost effective unit. The repair facility was paid the proper labor time for the repair as per ******** Pro-Demand.
  
  Additionally, the denial of the water pump was justified by a vehicle history report showed the water pump was replaced 07/03/2024 and that repair is still within the repair facility's 12 months/****** miles warranty period.
  
  Furthermore, a review of your previous claims depict that your Administrator has authorized past the liability of your contract. On your previous claim, the submitted concern was a oil leak that was coming from the canister oil filter cover. Labor to replace that part was paid for and all of the engine oil PLUS 2.7 quarts more than the capacity of the system was part of the claim too. At the most, 1 quart of oil should have been paid for. Due to the ** $250.00 deductible, the contract paid $36.73 toward the rest of the bill. This payment was done so as a courtesy. 
  
  American Auto Shield has authorized over $2000.00 toward your claims, far exceeding what has been paid into your contract. As your claim payout exceeds what has been paid into your coverage, there will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company American Auto Shield in *********** has been scamming me on my extended warranty when I purchased this saying that my engine was covered if it were ever to blow up or have catastrophic failure. Its been over 2 months and my truck has been sitting in a shop blown up and they push off inspections and have only reached out to me 1 time in 2 months. They have never let me meet with the adjuster at the mechanic shop to show them the failure and always show up unexpectedly and now theyve finally come out and say me and my mechanic have to demonstrate failure on a blown up engine after they said they wouldnt cover it unless they tore the engine apart to show them the failed part. The engine is BLOWN up, it cannot be repaired or demonstrate failure because its blown up. The company always says theyre escalating this matter but no one ever calls me. They are scamming me and trying to run my patience out to give up on the claim. I have paid monthly $149 a month for this warranty for 6 months now and the engine replacement is $15,000+. The call center dodges me and my mechanic and makes up crazy words about the engine failure to try and deny the claim. After threatening to call an attorney and file a claim with the attorney general they finally escalated this claim. Its a very suspicious denial. As a business owner I have an attorney on retainer who is ready if this is not resolved in 14 days

  Business Response

  Date: 06/02/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by Carchex. The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation your claim has yet to reach final adjudication. Currently, the escalations team is working on this matter to reach final adjudication. 

  If you wish to contact them first you may reach them at ************. Please, direct all claim questions to the claims department for quicker resolution.

   

  Customer Relations. 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23391410
  
  I am rejecting this response because:
  No one has reached out to me and the adjuster that deals the bad news wants a towing statement that doesnt exist 

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 06/16/2025

   

  An adjuster reached out to you on June 13, 2025 regarding the adjudication of your claim. Any additional questions can be answered by calling ************. 

  Customer Relations

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with American Auto Shield for over 7 years total. Back around April 2020 I had an issue with a claim with my car and BBB helped me resolve this issue and a Claims Director **** ******* helped to get this whole thing squared away by getting my the correct coverage for my vehicle. This was the whole problem in the beginning. The first issue was a complete mix up with the title and how American Auto Shield and the state of Texas had conflicting issues when it came to the type of title I was issued. That was fixed and I was given the proper coverage and compensated for the repairs that were needed. At least that is what I was told by Mr. ******** I have a 2013 ******* ****** Hybrid and Mr. ******* knew this from the very beginning and I said I wanted the coverage that would cover everything to include the hybrid system. I was told that is what I would get that the only thing that would not be covered is the batteries to the hybrid. I did file a claim in 2024 which replaced the charging alternator for the hybrid system, no issues and I thought all was good. Now move to 2025 and I am having issues with another part of the hybrid system. I go to have a deep test done to isolate what was the issue and when I submit the claim American Auto Shield says that the hybrid system is not covered that I did not have the coverage that was for a hybrid vehicle. I said that must be a mistake because American Auto Shield just covered the replacement of the charging alternator for the hybrid system. The response I got from the employee was, "your vehicle could have 100 alternators on it and they would all be covered because that is item specific to the coverage regardless to what it charges." No matter what I said or when i tried to explain when i was re-issued the policy the answer was still nothing they could do that the hybrid system is not covered because I didn't have that type of coverage. So once again it seems American Auto Shield has found a way to cheat me.

  Business Response

  Date: 05/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. 
  
  
  Upon review of your file, it was discovered that repair facility had reported concerns of high voltage battery module in association to your hybrid system within your vehicle. Your vehicle service contract provides a wide variety of coverage for many of your vehicle repair needs. However, as outlined within your contract, repairs or replacement of hybrid engine powered vehicle battery or for the repair or replacement of parts associated with hybrid engine powered vehicle batteries are strictly excluded from coverage and would not be eligible for the claims process. Your claim was correctly denied due to the hybrid exclusion addendum within your contract. 
  
  
  Additionally, your previous contract was initially cancelled due to the discovery of your vehicle's blue title status within the state of *****. The vehicle was deemed safe for operation within the State of *****. However, a blue title does not mean that a title is "clean". It still reserves the branded/salvaged status per your contracts definitions of such title, and requires a surcharge to be added to your *************** Contract at the time of inception. Your contract was cancelled and you were refunded in full. You had elected to purchase a new contract by adding a branded title surcharge to your vehicle in February of 2020 and  your contract has been in force. 
  
  
  The call in which your new contract was reissued and the  coverage details pertinent to your new contract was explained to you was reviewed by the American Auto Shield legal department. At no instance were you informed that hybrid components would be eligible for coverage. The model of your vehicle is eligible for coverage regardless of the hybrid status, but hybrid engine powered vehicle battery's or the replacement of parts associated with hybrid engine powered vehicle batteries have always been excluded from coverage. Several components not related to the hybrid system of your vehicle are still eligible for the claims process. This was reflected within the adjudication of your claim. American Auto Shield stands by this adjudication of your claim and this will not change. 
  
  
  Nevertheless, in an effort to resolve this matter, American Auto Shield is willing to refund twelve monthly payments for contract(s) MFF3081567 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************** and we will draft the agreement for your electronic signature. 
  -Customer Relations 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23390331
  
  I am rejecting this response because:
  I have my own recordings of the phone calls that I was told hybrid components would be covered. To be more specific I asked would my hybrid be covered and the response was the hybrid would be covered besides the batteries. Then during the denial of this recent claim I asked about my coverage and was told I was not given the coverage that would cover the hybrid part of my car that there is a plan that does cover that. And if your claim is no hybrid systems is covered by your warranty then why did you pay a mechanic to replace the hybrid charging alternator and make the adjustment in how much to pay the mechanic because he was working on the hybrid system. I was on a three way with your claims agent and mechanic as this was being negotiated. I have been a loyal customer for many years never being late on payments even now during this denial. And yet my car is broke down as I am trying to figure this warranty scam I have been put through. 
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/16/2025

   

  This customer has signed a confidential settlement agreement. American Auto Shield considers this matter closed. 

  Customer Relations

  
  

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a power train warranty and fulfilled the warranty requirements for any power train failure. In March I had to take my vehicle in for a check engine light. The dealership sent the diagnostics to the warranty company and have been going back and forth for two months. ********** says cylinder issues, warranty company says cam and lifters. I was warned ahead of time this company would try this, but I trusted their celebrity endorsements. They either need to replace the engine or pay to get it back together and released from the dealership.

  Business Response

  Date: 05/13/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  The Administrator of your *************** Contract, American Auto Shield, has examined your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC"). 
  
  Upon review of your file, it was discovered that your repair facility provided ***************** that shows your vehicle was driven  32 miles after the illumination of your check engine light.  Per the submitted photo's provided by your repair facility, the images highlighted extensive damage to the camshaft on bank two with oil in poor condition. This phenomenon aligns with a failure of the lifters and continued operation usage causing damage to the camshaft and associated metal contamination of the engine. The repair facility photos also show a long-term oil leak from the rear main seal that would have predated the contract and demonstrate a lack of proper amounts of required fluids. Furthermore, a service record dated 1/16/2025 listed as fluids checked which is a direct indicates that your oil levels were checked and that you were made aware of the active oil leaks. 

  
  As stated within your contract, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.
  Additionally, per review of the Carfax report pulled for your vehicle, there is not a single oil change shown for the vehicle dating back to 7/26/2024. The last documented oil change for the vehicle was shown as 11/25/2023 at mileage listed as ******. Your vehicle was also reported to be located at your current repair facility three days prior to the inception of your coverage, and your engine was checked. Your Administrator has requested the service records accompanied with the repair facility visit, and you have refused to provide the necessary maintenance records deemed necessary by your VSC.
  Your claim has been authorized for the initial cause of failure of the cam/lifter repair to be applied as a credit towards a proper engine repair in the amount of $3,612.89. This authorization will stand. However, your claim has been authorized past the extent of the liability of your VSC as outright denial could have been applied due the continued operation of your vehicle to the point of catastrophic failure, lack of proper maintenance, and failure to provide service records as deemed necessary by your VSC. There will be no additional authorizations added to your claim.

  
  Nevertheless, as an effort to resolve this matter, American Auto Shield will provide a one time payment of $3,612.89 to you with a voided authorization upon the execution of a settlement and release agreement. if you wish to accept this offer, please email *************************************************************** and we will draft the agreement for your electronic signature.
  
  

  
  

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********