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, LLC

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

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

• 

  American Auto Shield, Inc

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

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:12/11/2024

  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.

  Hey my name is **** ***** good how you doing I am a member of an American ***** is a representative company for car shield and I was broken down in my 2020 ***** Accord ************* in ************* and trying to get home to my home and play the colony Drive in ********************. I currently was speaking with ******* as a representative who was happening. She stated that she found one company for $29 overage. I told her I didnt have any funding and the next one was $21 a Root and I repeatedly told her I didnt have any funding so I found a company on my own and at that point they said it was $120. Daggger and I asked her to reach out to the company if you need further information she did not do so. She said that she can find a new information. It could be a scam and she did the best. She can do it with my six month old baby son **** because you say now I had to pay a cash car and I have no cash, so what am I supposed to do this dugout because ****** North American **** has supports people this in my predicament that pays a healthy amount of money monthly for a warranty theyre supposed to be included with ****. Theyre supposed to hit me in my bacon call iamb absolutely ****** to the see to the point where I am going to have to move my membership elsewhere and look father into car warranties that have supportive team members action call volume that is permissible to be answered in a timely manner, and most of all a caring solution team that can handle any battle that is coming their way towards them pertaining to any type of ******* then move into straight to act like a truculent supercilious, indicative individual to the point that she made me feel less of a person by not being able to Help my family in a situation where we need help ASAP in the cold and it in a timely manner way Im probably going to go farther into this because this is their customer service on yall end and it is not satisfying to me and she Floridian lead to the point that I have

  Business Response

  Date: 12/11/2024

   

  Based on the name and email address provided in your complaint, we are unable to locate your contract. Please email ********************************** with your contract number so that we can properly address your concerns.
  

  We look forward to hearing from you.
  

  Customer Relations

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22670965
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/10/2024

  Type:Product 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 2 home warranties with Armis Home Shield (Owned by ***). Approximately 4 weeks ago I filed a claim for one of the properties. I paid for the service and was told that the check was sent out on 11/22/2024 which is now about 3 weeks. I see now why the service demanded payment from me. In the past they have sent the payment via direct deposit. It appears that they are now "floating" the funds due to cashflow issues. It is ridiculous that the check has not arrived, and it should not take this long to receive the check via mail. I have received payments from other companies within 5 to 7 business days. Armis says up 14 business days, and up to 30 days. I would strongly suggest not paying the bill because it appears that they are having cash flow issues.

  Business Response

  Date: 12/13/2024

  Thank you for bringing this matter to our attention.

  We have had our finance department review your account. As of 12/13, your check has not been cashed, and may have been lost in the mail. A member of our service team has left you a message detailing that she will be reaching out to you, and having the current check voided. In addition, the amount will be directly deposited into your preferred account. A member of our team will be reaching out to you shortly to resolve this matter. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:12/09/2024

  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.

  My **** dealership confirmed that my truck engine was blown due to the timing chain breaking, and filed a claim with American Auto Shield. My local mechanic had told me the exact same thing, he said that when the timing chain broke, the "pistons met the valves, and the engine is gone". American Auto Shield has not called the dealership back for over a week now, since stating their inspector told them "the car (I own a truck) turns over freely and just does not start". The company had demanded photos *AFTER* their inspector had seen the vehicle. Why did the inspector not photograph the vehicle when he/she was there?!? It has been diagnosed *TWICE* with failure due to the timing chain breaking. All you have to do is crank the engine, and instantly hear the catastrophic sound of metal on ******** it has been one month with no offer to fix my truck. I spent $3700 cash dollars on the best warranty they offered specifically to be protected in the event of a major engine failure. My lawyer has informed me that I have a slam dunk legal case for bad faith against American Auto Shield. That is the next step after a month of being without my truck. I am a contractor, and am losing money not being able to deliver material and equipment to the jobs that I cannot work at because I have not had my truck for an entire month. The dealership is not wanting to deal with them, due to their having not called as promised. I am absolutely livid that they are dodging their contractual responsibility to rebuild or replace the failed engine!!!I will fill in RI Superior Court as soon as my attorney can get the paperwork together and serve *** at their address.

  Business Response

  Date: 12/11/2024

  Thank you for bringing this matter to our attention.

  Based on the name and phone number provided within your complaint, we are unable to locate you contract. Please email ********************************** with your name and contract number so that we may best address your concerns. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:12/06/2024

  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 would like arbitration Auto Warranty Claim American Auto Shield contract MRF4031648, ************* GL450 On Sep 17, 2024 ************* repair facility **************, ** filed claim ******* with American Auto Shield to replace faulty engine. Car Shield offered a used replacement engine with 12 month, ****** mile guarantee. ******** would not accept used parts. Car Shield located and recommended a local repair facility to replace the engine with the guaranteed used one. Repair facility (******** Garage) quoted $4,471 labor to install CarShield provided engine. CarShield would only pay $1972. I agreed to pay the remaining $2441. Work was completed Oct 21, 2024. On Oct 22nd car showed a check engine light and was making road noise. Took the car to Mercedes for analysis. Check engine light was for faulty thermostat (was mounted on replacement engine), faulty water pump and lines (was mounted on replacement engine), faulty drive shaft, leaking valve covers, leaking timing cover, faulty oil filter housing (was mounted on replacement engine). Mercedes repair facility quote for repair $7,981.26. Car Shield sent inspector. Car Shield agreed to pay $4,735.06 as would not cover thermostat, coolant lines, timing cover, oil filter housing and part of drive shaft. I had to pay the balance of $3,246.21. Repairs completed Nov 22, 2024. I escalated complaint with Car Shield stating they provided a replacement engine with defective parts. Car Shield contends the defective parts should have been removed from the original engine and replaced. ******** Garage said they were instructed by Car Shield to install and render operational the provided replacement engine as a unit and not to remove and replace parts from the original engine. I agreed to pay the original $2,441 as Car Shield had reached limit of liability. I should not have had to pay $3,246 to repair the provided, guaranteed engine. Car Shield would not accept further complaints thus arbitration demand.

  Business Response

  Date: 12/10/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. 
  The claim at issue related to your complaint was reviewed by an American Auto Shield 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.  
  
  
  As stated within your contract, your coverage excludes repairs resulting from improper or incomplete prior repairs or diagnosis. The prior allocated repair facility was aware that a used engine was sent and that the water pump thermostat is considered replaceable components as part of a proper repair. As this repair facility did not replace these parts as part of the prescribed proper repair, the liability for these part failures would rest with the repair facility that did not install them. In addition to this, you have signed off on accepting the repair as is. The parts that were eligible for coverage per the terms and exclusions of your contract were authorized for repair. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  American Auto Shield has no contractual obligation to refund you for improper/incomplete repairs that you knowingly signed off upon. Due to the authorization of your claims exceeding over $11,000.00, there will be no additional refund due at this time. 

  Respectfully,

  Customer Relations

  
  

  Business Response

  Date: 12/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  ***** *******
  American Auto Shield, LLC
  American Auto Shield, LLC
  

  Customer Answer

  Date: 12/12/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

  **** ******

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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.

  On 11/01/2024, I purchased a Extended Car Warranty with American Auto Shield aka Carshield, upon 11/26/2024. I had my car towed to ************ to see what was going on with it. I was told by ************ that the Transmission needed to be replaced and they contacted AUS about the issues with the transmission on the same day, as well. After going through a week of getting the run a around, to approve the repair of the transmission, they denied my claim, by stating that I brought my car in before the contact start date, of 11/25/24, but the tow date is 11/26/24, AUS, requested that Tomball obtain codes from the Black Box on the car after I resolved Mileage Dispute. On 12/02/24, a Rude and Nasty AUS Claims ***** called me back to advised that my Claim had been Denied, ***** advised me that he was a Supervisor and refused to allow me to speak to his Manager, stating the Decision was Final. I had to pay for a Towing Fee of $85 because AUS will only reimburse you for towing later and $140 Diagnostic Fee. Not to mention all the Stress they have caused me. Most of all, I have No Transportation and I will Never recommend this Warranty Company to anyone because they are Frauds. I would also like be a part of the Class Action Suite against this company because of the way I was treated.. Also some Dealerships refuse to deal with this Warranty Company, as well. I called backed on 12/03/24, **************** Specialist, advised me that she was refusing to allow me to get a Manager call back and initially gave the wrong information about the claim. This Company is going to go Out of Business, if they keep treating customers this way.

  Business Response

  Date: 12/09/2024

  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. The contract is very early in coverage with 25 days since inception, so service records were requested and reviewed revealing that the inception miles were incorrect and that the failure at minimum occurred during the waiting period if not prior to contract purchase.

  As a resolution, CarShield 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.

  Client Relations

   

  
  

• Initial Complaint

  Date:12/02/2024

  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.

  My car suffered engine failure on 10/29/24. I had it towed in to ***** ****** ***** in ***********, ** on 10 /30/24. I have an extended warranty with American Auto Shield ( aka Car Shield). I have the Diamond warranty on my car. The service department said the car suffered complete engine ********* there were metal fragments in the engine, the oil pump & oil cooling system & all had to be replaced. My diamond warranty covers the engine, which includes the oil pump & oil cooling system. American auto shield said they would only cover the engine replacement, not the oil pump & oil cooling system. ***** ****** said that ********* would not warranty the new engine without the oil pump & cooling system also being replaced. The items American auto shield are not covering are a manifold, gasket, 4 hoses, a radiator, tank, bolt, 2 pipes, and DOT3. The total amount for the items not covered is about $8,000. ***** ****** said they might be able to salvage the tank & just clean it out which reduces the amount to about $5,000, American auto shield expects me to pay them my premium every month which I do. I expect them to cover & pay for everything that is covered in my warranty plan, which is everything submitted to them by ***** ****** *****, replacement of the engine, oil pump & oil cooling system. It is stupid for American auto shield not to replace ********************* the engine not being warranted by *********. Without replacing the oil pump & cooling system (which have metal fragments) when the new engine is started up it will circulate the oil with metal fragments & destroy the new engine. The new engine not being warranted by ***** will need to be replaced & who will need to pay for that? American auto shield!

  Business Response

  Date: 12/10/2024

   

  American Auto Shield has informed us they will be reaching out to you regarding this matter shortly. 

  Customer Relations

  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22580319
  
  I am rejecting this response because:  I had not been contacted by american auto shield (car shield) until they left me a message on my answering machine on I believe 12/15/24,  I checked my messages today.  I called today 12/17/24 & talked to ****** in the legal ***** @ american auto shield.  She told me they were working on my claim & they had short paid on the engine replacement (they claim I filed the complaint about with BBB) of about $620.  I explained to her they short paid $4500 on the engine replacement as they did not not pay for the engine oil cooling system replacement.  I had to pay for that out of my pocket in order to get my car back from the repair shop (***** ****** Chevrolet).  I told ****** that ***** ****** had sent american auto shield pictures of the damage to the engine oil cooling system due to metal fragments when they engine failed, a list of items that needed to be replaced & the cost.  She told me she did not have those things & that she would contact the adjusters at american auto shield to get them & then contact me to let me know what she could do on paying me the money they owe me on the claim.  I am waiting for ****** to respond.  ***** ****** tried to file another claim with american auto shield for an engine cooling system leak that I had to have repaired.  ***** ****** told me american auto shield told them that my account was locked & would not even talk to them about the engine cooling system leak.  Two days later car shield took money out of my bank account for my monthly premium!  If my account is locked & they are not going to provide me service then they should not be taking money out of my bank account.   Please KEEP THIS COMPLAINT OPEN, DO NOT CLOSE IT OUT.  Thank you. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/20/2024

  The legal team has already reached out to you to discuss this matter, and will be reaching out again shortly.

  -Respectfully,

  Customer Relations

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22580319
  
  I am rejecting this response because:  I spoke to ****** in the legal ***** early last week.  She said they (car shield, aka american auto shield) short paid $600+ on the engine replacement (the issue I filed a complaint against them with the BBB).  I explained they actually short paid $4500 that I had to pay out of my pocket.  I told her the repair shop (***** ****** *********) had sent pictures, the items that needed to be replaced in the engine oil cooling system & the cost of the items.  She was not aware of these things & she said she would contact the claim ***** for those things & get back with me on what she could do.  This response by american auto shield is just another delaying tactic,  

  Sincerely,   **** *******

  Business Response

  Date: 01/08/2025

   

  This matter was resolved with a Settlement Agreement on 12/30/24 and AAS considers the matter closed. 

  Customer Relations

  Customer Answer

  Date: 01/14/2025

   
  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,
  
  **** *******

  As far as I am concerned aas still owes me $2200 for full payment on the repairs for my vehicle.  The best I could get out of them was this settlement for $3000 which is better than nothing.  So I reluctantly accept the offer.  

• Initial Complaint

  Date:12/02/2024

  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.

  I purchased vehicle warranty from ******* (contract number CHXM4735248). American Autoshield, LLC is responsible for claims. I reported to Carchex and American Auto Shield that my vehicle was having trouble and I immediately pulled over to a safe location and had my vehicle towed to the ******** dealership. The dealer told that I would need an engine replacement and it would cost approximately $60,000.00. I did some additional research and had my vehicle towed to another mechanic ********************** who evaluated the vehicle and confirmed that the engine would need to replaced. He sourced and engine for around $20,000.00. I contacted Carchex and American Auto Shield and provided them with all documentation (vehicle service history, mercedes evalutaion and quote, and Nick ******* ******** Carchex required that the engine be tear down. They said I would have to pay for it but they would cover the cost if the problem was something that they covered. After the tear down they requested and received photos of the engine. They initial said they would cover the cost and then two days later denied coverage for the engine replacement. Instead they offered $4,000. Also, instead of paying the $2,444.06 for the tear down, the only paid $400 dollars, I had to pay $2,044.06 in order to get my car from the mechanic. I am unable to use my car but I am still making monthly car payment and insurance and vehicle rental expenses. As recently as this morning Mepco charged my credit card for this warranty.

  Business Response

  Date: 12/06/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.
  The claim at issue related to your complaint was reviewed by an American Auto Shield 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. 
  
  
  As stated within your contract, failure to protect your vehicle in the event of a mechanical breakdown may result in no coverage for your claim. Following the inspection of your vehicle, it was found that severe damage to the camshaft lobe, and evidence of metal debris throughout the engine have indicated continued operation of the vehicle after a mechanical breakdown. This was then confirmed during the claim intake process when you had admitted to continuing to your destination during the first signs of a breakdown. 
  
  
  Due to the evident continued operation that had occurred, your administrator had initially authorized a credit of $4105.50 to the repair facility. You had decided to remove your vehicle from the repair facility and not receive the repair. Your administrator had then provided a credit to the repair facility for the RDI. 
  
  
  Nevertheless, in efforts to resolve this matter, *** will authorize a one time payment of $4105.50 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ********************************** and we will draft this agreement for your electronic signature.
  This payment may be used to help alleviate the out of pocket cost's associated with the necessary repairs for your vehicle. 
  
  
  Customer Relations.

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22628270
  
  I am rejecting this response because: 
  

  I did not fail to protect my vehicle. If your mechanic determine that removing my vehicle from the roadway to the side of the street as continued use or failure to protect that is not only unreasonable but unethical. As soon as I receive the first indication that something was wrong, I pulled over. I did not drive my vehicle home, I did not drive it to ******** dealership, I did not drive it to a mechanic, I pulled over and had it towed. You have the record of it being towed. If something was wrong with my vehicle and I received no warning I cannot be expected to be aware. But as soon as I became aware, I pulled over. Thats what I told your claims representative because thats what I did. In addition, I provided maintenance records which demonstrated not only continuous upkeep, but recent maintenance and they did not detect any mechanical issues. 
  

  Your claims people initially approve the claim and said you would source the engine. Then you came back and denied it.
  

  The engine replacement is between $20,000 to $65,000, you offer me $4105.50. Clearly this very specific number is based on some calculation unrelated to the cost of my engine replacement. In addition, I paid $2,444 for the tear down that you said you would cover. Instead, you gave me $400. 
  

  Yes, I moved my vehicle because I did not have an additional $20,000 to purchase a new engine and installation cost. I also did not wish to have my vehicle sit at the mechanic and incur additional storage fees.

  My every action in this matter was reasonable. I removed my vehicle from ******** because $60,000 engine was unreasonable. I research and found someone that would do it for less. I did not request reimbursement for the cost incurred at ********, I did not request reimbursement for towing. I simple asked that my vehicle be fixed per the contract 

  Your $4105.50 offer is unreasonable and therefore I reject it. I am sincerely seeking to resolve this matter without the need for legal action, it is my hope that we can do so. I am not looking for a windfall, I just want my vehiclefixed at this point.

  Eon *****

  Business Response

  Date: 12/17/2024

  American Auto Shield stands by the adjudication of your claim, and this will not change. However, if you wish to dispute the decision made by American Auto Shield, please fill out this simple and efficient claim denial reconsideration form here: ****************************************************** BBB Intro.

  If you wish to accept our previous offer of $4105.50 upon the execution of a signed settlement and release agreement, please email ********************************** and will draft your agreement for your electronic signature. 

• Initial Complaint

  Date:12/01/2024

  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.

  This company is so rude and unprofessionalthey will hang the phone up on you when you call trying to get service and they wont call backwhen you on the phone with them they talk all over you never listening to what you are sayingAnd its this one rep.that answer the phone and his name is ******* HE IS RUDE AND UNPROFESSIONAL HE DONT LISTEN TO YOU AT ALL HE PLAY PHONE TAG..I WAS TELLING THAT I ONLY HAD A LITTLE BIT OF CASH ON SO HE FOUND A *********** WOULDNT GIVE ME THE NAME PF THE COMPANY TRYING TO RUSH ME OFF THE PHONE AND GOING TO YELL AT AND HANG UP ON ME..AND IM AT A STORE AT NIGHT TRYING TO GET HELP TO GET HOME..AND JUST CAUSE HE HAVE A ATTITUDE HE TRY TO TAKE IT OUT ON ME CAUSE IT NOT MY FAULT YOU AT JOB IM JUST TRYING TO USE WHAT I PAY FOR MONTHLY TO GET MY CAR HOMEBUT THIS WHOLE IS UNPROFESSIONAL AND I TO THE POINT IS SICK OF DEAL WITH THEM ITS ALWAYS SOMETHING WITH ME..THEY HAVE YOU WAITING FOR HOURS JUST YO GET HELP..AND THE SAD POINT ABOUT THEY ALWAYS WANT YO PROLONG THINGS AT NIGHT DONT YOU KNOW HOW DANGEROUS THAT IS AT NIGHT BUT THEY DONT CARE CAUSE IT NOT THEM IN THE SITUATIONS

  Business Response

  Date: 12/02/2024

  As a courtesy, American Auto Shield will refund your payments in full upon the execution of a signed settlement and release agreement. If you wish to accept, please email ********************************** and we will draft this agreement for your electronic signature. 

  Customer Answer

  Date: 12/03/2024

  Hey this ***** ******** I have received an email come the company for they havent given my refund like that promised and they havent received to my email 

  Customer Answer

  Date: 12/03/2024

   
  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,
  
  ***** ********

  Business Response

  Date: 12/05/2024

  MESSAGE:
  
   
  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:11/21/2024

  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 purchased a warranty with Car Shield. I've been with the for about 5 years. My car has been in the shop for almost a month. A tear down was completed and heads were cracked and American Auto Shield has denied repairs due to a manufacturing defect. This is not right. The engine in my vehicle is not the original engine. American Auto Shield put a used engine in my vehicle about 3 years ago and they need to make this right and honor repairs.I am seeking for repair to be completed on my vehicle.

  Business Response

  Date: 11/22/2024

  CarShield  requested that the Administrator of your *************** Contract examine your claim based on the review 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 had been adjudicated correctly in accordance with your vehicle service contract ("VSC"). 
  
  
  As stated within your contract, your coverage does not extend to engine damage that is caused by a non-moving, non-lubricated component of your engine. Following the inspection of your vehicle, your repair facility diagnosed the breakdown to have been caused by a defect/crack in the cylinder head that was not the result of damage caused by an internally lubricated component in the engine. Due to the cause of failure, your repair would be excluded from coverage per the terms and exclusions of your VSC. A more extensive list of excluded components may be located within your contract. 
  
  
  Due to the number of claims paid, there will be no refund due. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 11/30/2024

  Hello I disagree with this response because American Auto Shield is the one that put this engine in my car when I had a failure 3 years ago and it was a used engine they installed and they told me that the reason why my claim is denied is because it's due to a manufacturing defect meaning that the vehicle was built with this defect but this is not the original engine that they installed in my vehicle.

  Business Response

  Date: 12/02/2024

   

  There was no mention of a manufacturer's defect in our response. The adjudication will stand. 

  As stated within your contract, your coverage does not extend to engine damage that is caused by a non-moving, non-lubricated component of your engine. Following the inspection of your vehicle, your repair facility diagnosed the breakdown to have been caused by a defect/crack in the cylinder head that was not the result of damage caused by an internally lubricated component in the engine. Due to the cause of failure, your repair would be excluded from coverage per the terms and exclusions of your VSC. A more extensive list of excluded components may be located within your contract. 

  Customer Relations

• Initial Complaint

  Date:11/21/2024

  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.

  Despite two auto repair places triple checking, ******* decided to deny and hold fast to denying my claim stating that the type of oil used it was incorrect (20W vs 30w) but the oil repair shop says they they did use the correct oil and the first auto repair shop I took it to said there was nothing wrong with the type of oil and the oil change had been done just a couple of weeks ago and not many miles not were driven so regardless the oil wouldnt cause the my engine to be destroyed. CARCHEX is just using an excuse to not pay for my engine replacement due to the high cost even though the coverage I pay monthly for, the gold select plan, shows that as a covered feature. I want them to cover this repair as agreed upon per contract and refund my monthly payments for this hassle. Both of the mechanics at two locations would be willing to confirm that the oil is not the issue. Auto Excel: ********************************************** ******* *********** **************************************

  Customer Answer

  Date: 11/21/2024

  The TPA is American Auto Shield: from an email:

  Please note that your Claims Administrator is American Auto Shield and you may contact them directly at ************. No claims will be paid without prior authorization from American Auto Shield.
  Contract #: CHXM5184967
  Vehicle: 2016 Chevrolet Equinox
  Plan: Powertrain Gold Select
  Term: MONTHLY
  Deductible: $25E
  
  

   

  Business Response

  Date: 12/06/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.
  The claim at issue related to your complaint was reviewed by an American Auto Shield 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.
  
  
  As stated within your contract, you must ensure that vehicle maintenance services are performed as recommended by your vehicle manufacturer. In order to be eligible for potential claim coverage, you must also ensure that you maintain all vehicle fluid levels as recommended by the vehicle manufacturer. Failure to do so may result in your claim being denied. 
  
  
  Upon inspection of your vehicle service history, it was discovered that on 10/10/23, the incorrect oil for your vehicle model was used for an oil change. The invoice shows that 0w20 oil was used in place of the recommended 5w30 for oil changes.  
  
  
  In regard to your claim, the wrong oil type usage will cause lubrication related failure and has ultimately led to the cause of failure reported on your claim. The wrong use of oil has made your vehicle ineligible for coverage, and the liability of your vehicle service contract has been met. 
  
  
  Nevertheless, in efforts to resolve this matter, *** will authorize a full refund of all monthly payments upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email **************** and we will draft this agreement for your electronic signature.