Business Profile

Auto Service Contract Companies

American Auto Shield, LLC

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Complaints

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

Customer Complaints Summary

962 total complaints in the last 3 years.
159 complaints closed in the last 12 months.

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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:08/15/2022
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.
On July 23 I traveled to/from *********** ** from ********** ** (just outside of *************) to pick up my two daughters from my ex-wife. I experienced trouble with the transmission on the way back to ** in the area of ********** around 8:30 PM. As I was climbing an incline, I lost power to the transmission. Luckily I saw an emergency stop on the shoulder of the road and I pulled in. I shut off the engine and let it cool for about 15 minutes. When I restarted the vehicle the check engine light came on and I had no power to the transmission at all.I called the warranty company (American Auto Shield) who provides for roadside towing. I had to leave a message. It took 30 minutes for a return call and then I waited another 30 minutes for them to find a tow, only to be told they could not locate a tow company. Since I still have an active AAA account,, I called AAA who advised me to call the turnpike authority to get towed off the turnpike. The tow company (**********) was great. He even pointed out the amount of transmission fluid on the underside of the vehicle and on the ground.The adjuster is denying the coverage due to "Run low on fluid". I have the vehicle serviced regularly and I was told the transmission is sealed and they cannot check the fluid for me. I have not had any issues with transmission until this point in time.To say I ran low on fluid because of "burnt fluid" is understandable, it was leaking and becoming low while I was driving. What I don't understand is how could I as a vehicle owner know that the fluid was low without any indicators of such! I have been without my vehicle since July 23 awaiting resolution of this extended warranty claim.
Business Response
Date: 08/23/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and *** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on March 28, 2022. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on July 29, 2022. The ** reported the vehicle had been towed to the ** and the customer complained that the vehicle broke down on the highway,the check engine light was illuminated, and transmission fluid was leaking from the vehicle. The ** found a diagnostic trouble code (a "DTC") P0868 (line pressure low). The fluid level was checked, and there was no fluid on the dipstick. The undercarriage was covered with fluid. The ** refilled the fluid and found fluid leaking from the bell housing. The fluid smelled burned. AAS then asked the ** to provide its estimate for repairs.

The customer provided his statement of the issue on July 29, 2022. The issue began the previous Saturday night (July 23). The vehicle lost power, and the customer pulled off the road. The check engine light illuminated after the customer pulled off the road. The customer noticed some fluid under the vehicle and had the vehicle towed using AAA. The customer had owned the vehicle for three years. AAS asked the customer to provide copies of maintenance and service records, and records were received on August 1, 2022.

The ** provided its estimate for repairs on July 29, 2022. The estimate indicated the line pressure was low, there was no fluid on the dipstick, the undercarriage was covered with oil, and the ** added five quarts of transmission fluid to bring the fluid level up to move the vehicle onto a lift to try to pinpoint the source of the leak. The leak appeared to come from the bell housing area. There were several possible reasons for the leak, and the ** would have to remove the transmission to determine and verify the cause of the leak.

The fully assembled vehicle was inspected by an independent, third-party inspection service on August 2, 2022. There were several DTCs: P1790 (fault after shift); P083B (LC pressure switch); P0218 (transmission high temperature operation activated); P0882 (TCM [transmission control module] power input low); P0733 (gear ratio error in third); P0868 (low line pressure); and P0729 (gear ratio error in sixth). The **'s technician advised the inspector he added six quarts of fluid. The inspector found a leak at the bell housing, which was likely a torque converter seal. Fluid was coating the entire undercarriage. The inspector's findings were consistent with a failure of a seal or gasket in the bell housing area,loss of fluid, and operation with low fluid, causing internal damage. After review, the claim was denied on August 3, 2022, due to lack of fluids (an exclusion pursuant to Section D.2.p. of the ***.

The claim was reviewed by an AAS Senior Legal Claims Specialist, an ASE-Certified Master Mechanic, and by a Legal Claims Specialist (the "Specialist"). The transmission repair was denied for running low on fluid. The transmission had clearly been leaking for an extended period of time. The ** told the inspector the ** had to add six quarts of fluid to get the fluid to the proper level. The customer has an enhanced ***,and there would be coverage for a failed seal that led to the leak. The Specialist learned from the ** that the front pump seal had failed and this allowed all the fluid to leak out. The ** provided the Specialist with an estimate for the front pump. This information was keyed into the claim, and the claim was authorized pursuant to the terms of the ***. The Specialist provided the authorization information to the ** and to the customer. The Specialist provided the customer with a detailed summary of his review and the action taken to move forward. The Specialist explained to the customer that he would be responsible for any cost difference. The customer indicated his understanding of the authorization and agreement with the resolution. Therefore, *** considers the complaint resolved at this time and will continue to work with the ** and the customer towards completion of the repair.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.

Customer Answer
Date: 08/30/2022

Complaint: 17717878

I am rejecting this response because:
As the operator of the vehicle there were no indications of low fluid. I can understand the coverage denial if I was notified of low fluid and I chose to ignore it, which did not occur. I understand the vehicles are designed to provide warning of such, but as stated in my original letter, the check engine light did not illuminate until after I experienced failure and pulled off to the side of the road.
How can I be expected to know fluid is low if there are no warning indications and no dipstick to check my fluids? I provided maintenance records showing my responsibility to maintain the vehicle and it stated on the maintenance records that the transmission could not be checked due to it being sealed. I was advised by the service tech that they do not recommend any transmission service unless there are indications of a problem.
If they are covering a failed seal which resulted in the transmission failure, why are they not covering the consequential damage to the transmission?

Sincerely,

*********************
Business Response
Date: 09/02/2022
The claim was reviewed again by the Legal Claims Specialist (the "Specialist"). The Specialist provided the customer with a detailed summary of his review and the action taken to move forward. The claim decision (to cover the front pump and seals only and deny coverage for the transmission) was based on evidence of continued operation with a known issue. The transmission had clearly been leaking for an extended period of time. The resulting damage to the transmission was due to the customer's operating his vehicle after the leak occurred. This is an exclusionary condition under the terms of the **** and thus, coverage cannot be provided for the transmission. The Specialist provided the language from the *** and explained to the customer that he would be responsible for any cost difference. (The customer is referred to Section *****., Section D.2.p., and Section F.1. of the ***.) The customer advised the Specialist that he had no questions regarding the coverage. The customer indicated his understanding of the authorization and agreement with the resolution.

AAS considers the complaint resolved at this time and will continue to work with the ** and the customer towards completion of the repair.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Initial Complaint
Date:08/15/2022
Type:Product 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 filed a claim with this company regarding my car repair. This company has stalled my repairs and requested additional diagnostic testing. My mechanic and I have provided all needed documentation, they finally approved the repairs, but after I sent them my car rental receipts as they requested, they will not talk to me. This company is claiming that since I filed a BBB complaint they have turned my complaint over to their legal team and can no long speak to me.
Business Response
Date: 08/15/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and AAS serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on April 13, 2021. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on August 1, 2022. The ** reported the vehicle had been towed to the ** and the breakdown date was July 27, 2022. The customer complained that the vehicle was running rough, and the ** provided four diagnostic trouble codes ("DTCs") relating to the engine. The ** provided a video of the four failed camshaft actuators but there were issues with the video. It was explained to the ** that the claim could not move forward until the video could be properly reviewed.

The claim was reviewed by a Senior Legal Claims Specialist for AAS, an ASE-Certified Master Mechanic (the "Specialist"). The Specialist found the timing chain failure was coverable under the ***. The claim was authorized based on the diagnostic information provided. The Specialist contacted the ** and explained the coverage and the authorization. The Specialist has also contacted the customer and explained the coverage and presented an offer regarding rental reimbursement.

AAS considers this complaint resolved.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Customer Answer
Date: 08/16/2022

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. ****** called and gave me a great response. He is a kind man.

Sincerely,

***************************
Initial Complaint
Date:08/13/2022
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 Car Shield (CS) contract on 1/18/22 to cover my 2012 **** Edge. The monthly charge was $118.79. I purchased the Edge in 2020 with ****** miles on it. At the end of March, my car broke down. I filed a claim online as instructed. I was advised that CS transferred my contract to American Auto Shield (AAS). Since filing my claim on April 2, 2022, I have made 18 phone calls totaling 427 minutes to attempt to rectify my claim. I submitted everything that was required and requested. Each time I called, AAS requested more documents, delaying the process each time. My car was evaluated by an adjuster and suddenly, the adjuster goes out on medical leave, taking all of the documents and leaving no info regarding his findings. A second adjuster was assigned who, after several weeks, suddenly quits. A third adjuster is assigned, who refused to return calls or emails to the auto body shop or myself. My auto body shop submitted an estimate of the repair in April after the first adjuster had the car taken apart and did an assessment. By the time the claim was approved in July, the estimate changed because the part was no longer available. Due to Covid and availability of parts, the estimate was no longer $4500 but now a little over $5000. I made numerous attempts to contact *******************************, the 3rd and final adjuster, and he would not call, acknowledge or attempt to help this issue. I not only paid $118.79 a month from January to July, I also had to pay the difference between what AAS reimbursed and what I should have been reimbursed. They refused to give a rental car until the claim was approved and that wasn't until July. Even after the approval, they refused to do a direct bill with Enterprise, therefore I could not get a rental. I was without a car from March until now. This company takes your money, lies, delays the process, and refuses to help. It is an absolute disgrace.
Business Response
Date: 08/18/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("***") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and *** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on January 18, 2022. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is ***.

This claim was opened by the customer's chosen repair facility (the ***** when it called *** on April 1, 2022. The ** reported the vehicle had been towed to the ** and the breakdown date was March 29, 2022. The customer complained that the battery died and she heard a rod knock. The ** found an internal material failure to the engine, causing a bottom end noise. *** requested service records and advised the ** that RDI (remove, disassemble, and inspect - a tear down) would be required and this would have to be authorized by the customer. (See Section F. of the ***.) *** then proceeded with part sourcing.

The ** advised *** on May 26, 2022, that RDI had been completed and the vehicle was ready for an inspection. The vehicle was inspected by an independent,third-party inspection service on April 28, 2022. ******* pan and connector rods had been removed. The vehicle was disassembled and parked outside the ** as no bay was available. There was no odometer reading as the battery had been disconnected. The **'s technician demonstrated the oil was dark and removed the oil pan and connector rods prior to inspection. The cylinder #3 crankshaft journal was scored and pitted, and the cylinder #3 bearing had spun. Other bearings were scored as well. The inspector's findings were consistent with an internal engine failure and a failure to the #3 bearing.

The claim became inactive on May 5, 2022, while *** awaited copies of service and maintenance records from the customer. The customer called for a status update on May 23, 2022, and was advised that *** was still awaiting the service records. After a reminder on June 6, 2022, the customer provided the requested service records. There was a delay reviewing the records as the assigned adjuster was out of the office and had been out for several days. The customer advised that the ** wanted to start charging service fees.

A new adjuster was assigned to the claim and reviewed the service records and inspection report on June 15, 2022. The customer provided her statement of the issues on June 15, 2022. She had owned the vehicle since 2021. The vehicle was towed to the ** on March 29, 2022, by AAA from a parking lot where the vehicle broke down. The customer was not certain of the details as her husband had been driving the vehicle at the time of the breakdown. There were no warning lights,smells, or leaks. The customer stated she had receipts for oil changes and those had already been provided. The customer stated AAA did not provide a tow invoice but she would call to obtain an invoice. *** advised that it needed to review the invoice to rule out continued operation of the vehicle. The tow invoice was provided on July 6, 2022.

Coverage of the engine repair was verified on July 12, 2022. The lower end knock and RDI confirmed a spun rod bearing, causing sub-damage to the engine. The claim was authorized and the authorization information was sent to the ** that same day. *** set up rental for the customer, with rental authorized for three days.

The ** called *** on July 14, 2022, stating its invoice would include an invoice for storage fees and that amount needed to be added to the authorization. *** explained to the ** that storage fees are not covered by the *** and would be the customer's responsibility. (See Section D.3. of the ***.) The customer then called *** on July 15, 2022, stating that the ** advised her it had not received the authorization and it was charging storage fees. The ** did send an invoice on July 15, 2022, and it included an amount for storage fees. The invoice included costs for the engine assembly, labor, fluids, and storage fees. The ** stated that *** had agreed to pay the storage fees but could not provide any evidence of this. The ** also stated it was not getting an engine for the vehicle, not calling ***, and not working on the vehicle any further. The ** insisted that the authorization funds received from *** were for storage fees, and refused to do further work on repairing the vehicle until *** provides additional funds. *** confirmed the original payment was run by the ** successfully on July 27, 2022.

The claim was reviewed by a Legal Claims Specialist for *** (the "Specialist"). This claim was authorized for the replacement of the engine assembly. There were some delays caused by all parties.
The claim was authorized on July 12, 2022, and the ** was sent an email containing the authorization information. The ** then provided an additional invoice,requesting storage fees, after authorization was provided but before the ** ran the payment. The ** subsequently ran the payment and called in shortly after to say that it would be keeping the payment for storage fees and would not be performing any work on the vehicle. The customer then contacted the **, which then made a call to ***, stating the ** had not received payment. This was fifteen days after the payment was run (according to the *** internal system).

The ** then stated that it needed an additional amount to perform the repair as the engine cost went up between the **'s quote and the claim being authorized. The ** already submitted a final invoice showing it performed the repair; the ** then came back and said that it did not perform the repair, *** only paid the ** for storage, and the ** would not work on the vehicle any further. The ** has now stated that the repair has been performed but additional charges are owed for extra components.

At this time, *** is awaiting a final invoice from the ** to determine what additional costs are claimed by the **. After that final invoice is reviewed, *** can determine what, if any, additional coverage authorization can be provided in accordance with the terms and exclusions of the ***. *** will continue to work with the ** and customer to bring the claim to full resolution.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Initial Complaint
Date:08/11/2022
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.
** purchased this warranty company. My vehicle has been at ******************** since the beginning of May of 2022. Its now August. I have been calling them every single day to get an update as to whether they have found a motor for my vehicle. Every time i call them i get told a different answer, i get a run around, you can never speak to a direct adjuster nor manager. The customer service people are rude, they hang up on you, they are not helpful. I have emailed the adjuster who has been working with my repair shop for weeks now, *** left numerous voicemails for him to call me back and he has yet to reach out. We were told a month ago they were covering our motor after sending in all documentation that they requested as far as oil changes. Our repair facility reached out today, and was told our claim was denied after being told they were covering the motor. i would not recommend this company to anyone. they have gotten our money for months and now we are left to pay the repair facility $800 to get our vehicle back and our vehicle is not even running.
Business Response
Date: 08/17/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("***") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and *** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on March 25, 2022. The *** had a wait period of twenty days and 500 miles or forty days and 250 miles. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is ***.

This complaint was filed by the daughter of the contract holder. It appears that the contract holder had passed away. There are calls in the claim records made by various family members, and *** will refer to the caller as the customer for the sake of clarity.

The customer called *** to start a claim on May 5, 2022, for a fuel pump failure. This was forty-one days after purchase of the ***. The customer stated that the vehicle sounded like a sewing machine, and the oil pressure was reading high. The customer stated the vehicle had ******* miles on it. The customer was advised to have the chosen repair facility call *** with its diagnosis and cause of failure.

This claim was then formally opened by the customer's chosen repair facility (the ***** when it called *** on May 11, 2022. The ** reported the vehicle had been towed to the ** and the breakdown date was May 10, 2022. The customer complained that the vehicle would not start, that the fuel gauge jumped, and the fuel pump could not be heard. The ** found the gas tank was empty and filled the vehicle with gas. There was a fuel pump sending unit electrical failure, and sending incorrect readings. The ** found the line pressure was correct. The ** found a second concern with the engine,that the timing chain had jumped and the ** would have to replace the motor as the most cost effective repair.

*** spoke with the ** on May 13, 2022. The ** explained the failures to the fuel pump and the timing chain. The ** advised it had not performed any RDI (remove, disassemble, and inspect - a tear down) yet, and the adjuster explained to the ** that customer would have to authorize RDI and the customer would be responsible for the cost if the claim was not covered by the ***. The adjuster asked the ** to provide its estimate for repairs and advised he would schedule an inspection after receiving the estimate. *** left a message for the customer explaining that as the vehicle was newly into coverage, *** would need a statement regarding the issues with the vehicle and would need copies of service and maintenance records for the past twelve months. The customer is referred to Section E. of the ***. The customer advised *** that no service records were available as he performed his own oil changes and no other repairs had been performed on the vehicle.

The ** advised *** on May 24, 2022, that the cause of failure was the timing chain tensioner, which failure caused timing to jump and caused sub-damage to the engine as the valves were hitting the top of the piston. The ** stated it did not have an estimate because it was having a difficult time finding an engine. The ** provided the diagnosis and labor cost and asked if *** would also source an engine.

The vehicle was inspected by an independent,third-party inspection service on May 25, 2022. The front timing cover had been removed. An inspection of the timing chain system showed that the plastic guide for the primary timing chain tensioner guide was no longer attached properly to the metal part of the guide, allowing it to stick down. This caused the tensioner to lose contact with the guide and allowed the primary guide to lose tension, causing the engine timing to be off by approximately 90 degrees on the right bank. This was an interference engine, and the problem with the timing being off would cause valve to piston contact. The **'s technician stated that the vehicle appeared to have no compression when it arrived at the **, but this could not be demonstrated due to the disassembly. There was no sludge, but the oil was low and in poor condition. The inspector's findings were consistent with a material failure of the primary timing chain tensioner guide, causing the chain to have excessive slack and causing the timing to jump.

The adjuster reviewed the inspection report on May 31, 2022, and advised the ** that *** would need to review service records as the report stated the oil level was low. The customer was advised by voice mail on June 1, 2022, that service records were required to move the claim forward. The customer is referred again to Section E.of the ***. The customer called back on June 2, 2022, at which time he was again advised that service records were required. The customer replied that he performed his own oil changes, and the customer was asked to send in any type of service record outside of oil changes. The customer was asked again, by voice mail, to provide the requested service and maintenance records and was advised the claim would become inactive until those records were provided. The claim became inactive on June 10, 2022.

On July 12, 2022, the customer called *** for an update and provided a new telephone number. The customer was again advised that service and maintenance records were required in order to move the claim forward. The customer informed *** that the contract holder (her father) had passed away, and *** advised her to complete a transfer application since she had gained ownership of the vehicle. The customer then provided a typed log. The customer was advised that the typed log was not verifiable (see Section E. of the ***). The customer called *** on July 20, 2022, stating that the ** told her that *** authorized the ** to perform RDI on the engine. The ** also apparently told the customer that the claim was denied on July 18, 2022. None of this was correct.

The ** subsequently advised it could find only one engine with over ******* miles on it and a thirty-day warranty. *** advised the ** that a one year warranty is required pursuant to the terms of the *** and *** would be working on sourcing an engine. The customer continued to call daily for a status update and was advised that *** was sourcing an engine and was not finding an available engine. *** explained to the customer that the ** was having the same problem finding an engine.

The ** advised on August 3, 2022, that it found an engine with ******* miles but this engine also only came with a thirty-day warranty. *** again explained that a one-year warranty was required pursuant to the terms of the ***. *** advised the ** it would source an engine again. There were still no parts available as of August 10, 2022, and the customer was advised the claim would remain inactive. The customer should reach out to the ** to determine the next steps. The customer asked about rental and was told that rental would not be available until and unless the claim were authorized.

The claim was reviewed by an *** claims team lead on August 11, 2022. The team lead reviewed the inspection report and found the oil level was low, supporting a determination that the material failure to the timing chain and tensioner was due to lack of lubrication and appropriate oil pressure. There were no verifiable service records, and there were no authorizations. The claim was ultimately denied on August 11, 2022, due to lack of lubrication. This was disputed by the ** and the customer. The customer advised *** on August 15, 2022, that the ** found a part and needed the claim to move forward. The customer was advised that the claim was being reviewed by the *** legal department.

The customer states in her complaint that she was told that *** would cover this repair. A review of the claim notes shows no authorization for this claim and no mention at any time that the claim was or would be authorized. In fact, *** has been awaiting documentation and information to move the claim forward.

This claim was reviewed by a Legal Claims Specialist for *** (the "Specialist") and by a Senior Legal Claims Specialist for ***, an ASE-Certified Master Mechanic. The main concern with this claim is that records provided by the customer were not verifiable. They do not really line up with the CarFax report pulled by ***. There are no actual receipts to show filter and oil purchases. There is an estimate from a parts store for timing components with no date. The customer stated she spoke with the adjuster who advised her that *** only needs to locate an engine and the repair would be approved. This is not correct. The claim could not move forward until more information and verifiable records were obtained.

This claim adjudication requires modification as the Specialist determined that there are insufficient grounds for the denial. The *** will have coverage for the failure. The Specialist is currently working with the customer and the ** to resolve this claim in accordance with the terms and conditions of the ***.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Initial Complaint
Date:08/11/2022
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 signed up for CarShield, which is managed by American Auto Shield, 4 months ago. Covered components in my contract include the transmission. I brought my car into a certified ************* center for transmission noise diagnoses. It was felt the transmission was failing and needed to be replaced. Protocol suggest replacing the clutch while the transmission is out. I realized I would be responsible for the clutch replacement if deemed necessary once the transmission is removed. I was assured by the ***** tech that the clutch, although it might be fine, was not the cause of the transmission failure. Replacing the clutch would just be a preventative measure, typically suggested. Even though American Auto Shield was told over and over by the techs that one had nothing to do with the other, American Auto Shield declined covering the transmission work. After the service manager at the ***** dealership was so fed up, he called me and said he could not get American Auto Shield to accept reason. Told me to come and have my car removed from the service area. I have canceled my contract with CarShield as of noon eastern time today, 8/11/22. I am also filing a complaint with the ** attorneys general office. As far as I am concerned, CarShield/ American Auto Shield is in breach of contract by refusing to cover repairs I paid them to cover, just because they are unwilling to accept the facts as they are. I was told I could forward the names of the ************* manager and service advisor yo anyone, including the BBB if this info is requested.
Business Response
Date: 08/15/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and AAS serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on May 31, 2022. The *** had a wait period of twenty days and 500 miles or forty days and 250 miles. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS.

The customer called AAS on August 3, 2022. He had a grinding concern with the transmission and had an appointment with the repair facility the following Tuesday. He could not recall the exact date of the breakdown but thought it was about ten days earlier.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on August 9, 2022, seventy-one days after purchase of the ***. The ** reported the vehicle had been driven to the ** and the customer complained that the transmission was banging and slamming into gears after it was warm. The ** verified with an inspection that the transmission was faulty and needed to be replaced. The customer called AAS on August 9, ************ that the ** had advised him the claim would be denied because of the mileage. (This was not the case.) AAS advised the customer the claim was denied because the clutch was the cause of failure. The customer disputed this finding, and AAS advised the customer that the ** would have to call AAS with the correct cause of failure to keep the claim moving.

AAS spoke with the ** on August 10, 2022. The ** stated that the transmission had an internal failure. The transmission required replacement due to the failure of the clutch, the pressure plate, the throw out bearing, the salve cylinder, and the flywheel. Each of these failures was due to the worn out clutch. The ** was advised these parts were not covered by the *** and the customer would be responsible for the repair.

The claim was reviewed by a Senior Legal Claims Specialist for AAS, an ASE-Certified Master Mechanic (the "Specialist"), who determined the claim adjudication required modification. The Specialist has contacted the customer and the **. The vehicle was moved to a new repair facility that refuses to work with AAS or with the seller of the ***. The customer has agreed to provide the Specialist with photos of the failure, and the Specialist explained that as long as the repairs could be covered,reimbursement would be made directly to him, as a one-time exception. The customer agreed with this plan. Once the customer has provided the requested photos and they have been reviewed, AAS will proceed with this matter pursuant to the *** terms.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Initial Complaint
Date:08/10/2022
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.
They are refusing to pay for a claim it was denied with no proof and nothing to back it up.
Business Response
Date: 08/18/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and *** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on September 4, 2020. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS. AAS thanks the customer for her long-term commitment.

The customer called AAS on August 1, 2022, to start a claim. She advised AAS that the vehicle was not running properly and was sluggish and hesitating. She had the transmission flushed, which did not help, and had been told the torque converter needed to be replaced. She took the vehicle to another repair facility that wanted to have the transmission flushed again. The customer did not understand what the repair facility was doing, and AAS advised the customer she *** want to take the vehicle to another repair facility or speak with the service manager at the current repair facility. Tow information was provided.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on August 1, 2022. The ** reported the vehicle was driven to the **, the breakdown date was July 27, 2022, and the customer complained that the vehicle hesitated and jerked while driving. The RPMs would jump up and down, and the vehicle had a judder when accelerating from a stop. The ** found no diagnostic trouble codes ("DTCs") in the system. The ** checked the transmission fluid and found no metal shavings in the fluid although it was very dark. The ** confirmed the acceleration issue and slipping between gears.

The claim was denied on August 1, 2022, due to pre-existing issues. According to the **, the vehicle had been at the ** on the same date as the *** was purchased (September 4, 2020) with a transmission issue. The customer was advised this was an exclusion to coverage pursuant to Section D.2.q. of the ***. The customer disputed the denial, stating that maintenance occurred regularly between September 4, 2020, and the present concern.

This claim was reviewed by a Legal Claims Specialist for AAS (the "Specialist") and also by a Senior Legal Claims Specialist, an ASE-Certified Master Mechanic. This claim was denied for pre-existing conditions based on a supposed service that occurred in 2020. AAS does not have documentation reflecting this alleged service. The service interval on the vehicle, according to AllData, a nationally recognized service and labor guide, is at ******* miles. Even if the service in the present claim is for the same issue, the mileage traveled is very high for a failed transmission.

The Specialist reached out to the ** to verify the information provided regarding the 2020 service. The ** stated it did not have the service record and advised the Specialist that the customer was in possession of the vehicle. The Specialist then called the customer to update her on the claim. He recommended the customer have the vehicle towed back to the ** using the roadside service provided as a benefit by the ***. The Specialist asked the customer about the service record from 2020 and was advised that record was provided to the ** and should have been available from the **.

The fully assembled vehicle was inspected by an independent, third-party inspection service on August 16, 2022. The **'s technician started the vehicle during the inspection. The inspector verified that there was no harsh or delayed engagement going into forward or reverse gears. The technician test drove the vehicle with the inspector present. There were no slips, flares, harsh shifts, or shudders noted during the test drive for approximately ten minutes. The check engine light was not illuminat3d on the dash at the time of the inspection. Scan test documentation confirmed no fault codes were pending or stored related to a transmission issue. The transmission oil level was normal; the oil condition was medium red in color, did not smell burnt, and did not show any contamination on the dipstick. There was no transmission oil seepage or leaking to a drip from the transfer case or the cooler lines. No other failures were seen or demonstrated at the time of the inspection. The inspector reported that no failure was demonstrated. The repair facility was unable to replicate the overdrive shift failure noted during its diagnostic test drive.

The Specialist reviewed the inspection report and called the ** on August 17, 2022, to discuss the findings in the report. The Specialist advised that the *** was unable to provide coverage as there were no verifiable failures. The ** stated it understood and the failure was only evident when the vehicle had been driven multiple times within a short time span. The ** stated the inspector was there after the vehicle had been sitting for an extended period and that is why the inspector was unable to observe any problems. The Specialist offered two options: (1) The customer could authorize RDI (remove,disassemble, and inspect - a tear down), at which time the ** could disassemble the transmission to show the cause of failure; or (2) the customer could pick up the vehicle and when the issue became more consistent, the customer could return the vehicle to the ** and start a new claim. However, the second option could result in claim denial due to continued operation depending on the nature of the actual issue that *** or *** not come back more consistently.

At this point, the ** has not provided a failure that can be demonstrated, and *** is unable to determine proper *** coverage. With that said, *** is willing to resolve this dispute amicably and offers to instruct the seller of the *** to cancel the *** and fully refund to the customer the payments made for the ***. This offer must be accepted within seven days of the filing of this response or the offer will be null and void. The customer should accept this offer by writing the **************** at *************************************** or by responding to the BBB.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.

Customer Answer
Date: 08/19/2022

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. I will accept the full refund of the payments that was made on this contract if thats whats being conveyed in this email.

Sincerely,

*****************************
Customer Answer
Date: 08/19/2022

Complaint: 17698946

I am rejecting this response because:
I need more clarity on what i am accepting, I am assuming you are saying i will be fully refunded of all payments i made, and If thats what you are saying i would like to when will I receive the money and how how much. I dont want to assume so please clarify what we are doing and what i am to expect out of the situation once resolved.

Sincerely,

*****************************
Business Response
Date: 08/26/2022
The customer is referred to an email sent to her on August 23, 2022. This email advised the customer that the *** had been canceled as of August 22, 2022, and provided the refund information as well. She received a partial refund back to her credit card, and the remainder of the full refund was sent by check. The customer should expect to receive that check within ten to fifteen business days after August 22, 2022, depending on ***************** mail service.

For any further questions, or if the customer seeks further clarification on payment information, the customer is asked to write the ************************ for American Auto Shield at ****************************************

Customer Answer
Date: 09/01/2022

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:08/09/2022
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.
Per the rep at American Auto Shield, i was told my car would be covered under warranty 20 days(500 miles). I reached out to American Auto Shield on May 11, 2022 to see if my car would be covered and the rep advised me that the car is covered under warranty and they had the car towed by No Limit's towing to ****************************** (****************************************************** *****). When the car arrived at the shop, in order to determined what was wrong with the transmission, the mechanic had to remove the transmission and inspect it. While my car was at the transmission shop, i was advise that my car would be fixed, an adjuster sent by American Auto Shield was sent out and verified that the transmission was gone. American Auto Shield stated i would only have to pay $200 deductible and everything will be covered. Week after week, i was asked to provide different documents. The documents were all sent to ********************************** with MRF4135142 in the subject line. I was under the impression that everything was covered, but on June 24th i received a call and the rep advise the claim denied due to i was only 36/38 days into the contract and not 40 days. If this was correct, i should've been told this in the beginning and they should've never towed the car. Due to their mistakes, i was told i would have to pay for the transmission to be put back in the car. I had to make a choice to either pay $450 to put a transmission back in or to pay for towing. Ive submitted everything that was requested because they stated that they will fix it. Now my car is left broke, with no repair due to the false advertising. Often times woman are taken advantage of in the automotive field and i feel like i was misled and that was miscommunication on their part. Due to miscommunication, i was stressed on many levels and also when i arrived to pick up the car the trunk was broke. So not only the transmission was not fixed the trunk is broke as well.
Business Response
Date: 08/12/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and AAS serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on April 7, 2022. The *** had a wait period of twenty days and 500 miles or forty days and 250 miles. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS.

The customer initially called on May 12, ******* start a claim. The customer was told her chosen repair facility should call to start the claim and provide its estimate and the vehicles cause of failure. The customer stated the vehicle would not move forward and the gears were not working. This call was thirty-six (36) days and 342 miles after purchase of the ***.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on June 1, 2022. The ** reported a breakdown date of May 17,2022. The ** reported the vehicle had been towed in and the customer complained that the vehicle would move only in reverse when it became hot. The customer called on June 1 and 3, 2022, for claim updates and was advised that the claim was newly opened, that the ** still needed to provide its estimate, and she needed to provide copies of service and maintenance records. The customer was also advised that AAS would schedule an inspection of the vehicle after receipt of the **'s estimate. The ** advised on June 7, 2022, that the transmission had been removed and the vehicle was ready for inspection.

The vehicle was inspected by an independent,third-party inspection service on June 10, 2022. The clutch appeared to be burnt and overheated. The filter contained metal and clutch material in the pickup. The residual fluid was dark and burnt. It appeared that the fluid contained clutch material from the torque converter. The inspector's findings were consistent with a converter failure causing subdamage to the clutch, steels, and other internal parts.

The customer provided her statement of the issues on June 15, 2022. The customer had owned the vehicle for approximately six years. The customer advised the breakdown date was May 12, 2022, and the vehicle was towed to the **. The vehicle would not travel forward in her driveway after driving home from work. She stated she stopped driving the vehicle after she first experienced problems with the vehicle. AAS asked the customer again to provide copies of service and maintenance records for the past twelve months.

AAS asked the customer on June 20, 2022, to provide a copy of the service record dated February 2022. This record had not been provided and appeared on a PPI report. The customer replied that she would ask the repair facility to provide this record.

The claim was reviewed by the client relations department on June 23, 2022, after the claim was escalated. It was learned at that time that the breakdown date had not been entered correctly and the failure was still in the wait period. The *** had a wait period of twenty days and 500 miles or forty days and 250 miles. The failure occurred thirty-four days and 342 miles into coverage, putting the failure in the wait period. The claim was denied on June 24, 2022. The customer disputed this denial and that she would have to pay for the *** which had been requested by AAS.

The claim was reviewed by a Senior Legal Claims Specialist for AAS, an ASE-Certified Master Mechanic. The claim was not instantly denied due to the waiting period issue because the ** did not call in immediately upon failure to have the claim started. The ** also put a later date on the estimate than when the vehicle arrived at the **. According to the roadside towing program, the vehicle was towed to the ** early in the morning of May 13, 2022. The customer's statement put the breakdown as the day prior to towing. Either way, the vehicle had not travelled 500 miles and did not have 40 days elapsed from the date of purchase when the failure occurred. There is also another record indicating that prior to this claim, the customer took the vehicle to a different transmission shop. The shop did not give an exact date but stated the vehicle was there a month prior to the date on the ***

The claim was moved forward based on the incorrect information provided by the customer and the **; this is not something AAS can control. If proper information had been conveyed, *** would not have been requested and the claim would not have progressed.

The customer is very early in coverage, and this is her only claim. With that being said, AAS is willing to resolve this dispute amicably and offers to instruct the seller of the *** to cancel the *** and fully refund to the customer the payments made for the ***. This offer must be accepted within seven days of the filing of this response or the offer will be null and void. The customer should accept this offer by writing the **************** at *************************************** or by responding to the BBB.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.

Customer Answer
Date: 08/19/2022

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:08/09/2022
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.
In early 2021 I purchased a Car Shield warranty for my 2013 GMC Yukon XL. This past Jan I started having engine noise and took it to the shop. After playing telephone tag with Car Shields claims service which is American Auto Shield my mechanic finally got someone to look at the engine in April. That person had him pull the engine and tear down. Then he wouldn't come back but had them send photos. Finally approved a new engine in mid-June and said it would be 30 days to get the engine in. A little over a week ago they said they couldn't locate an engine. Funny I found several with a simple ****** search. Now they are telling me they have it on back order with ETA of 31 Oct. They say they will authorize my mechanic to buy an engine up to a certain $ amount but will not put that in writing plus they are a small shop (this is a small town) and can't afford it. I don't trust them to front the money for the engine for the same reason. I have been without this vehicle for over 6 months and they authorize 4 days of rental car! This is an attempt by them to make me go away and pay for the repairs myself. I WILL NOT DO THAT. I will use every avenue available to make them live up to their part of the contract.
Business Response
Date: 08/16/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("***") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and *** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on February 18, 2021. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is ***.

This claim was opened by the customer's chosen repair facility (the ***** when it called *** on April 8, 2022. The ** reported the vehicle had been towed to the ** and the breakdown date was February 7, 2022. The customer complained about an engine noise. The ** verified the engine noise and stated it was coming from the engine main bearing. The ** had performed no RDI (remove, disassemble, and inspect - a tear down). The ** reported no diagnostic trouble codes ("DTCs") and no oil pressure warning light. ******* was full and good, and there were no leaks. *** received the **s repair estimate on April 12, 2022, and scheduled an inspection at that time. The **s estimate contained some items that were not covered by the ***. *** began part sourcing a replacement engine.

The fully assembled vehicle was inspected on April 14, 2022, by an independent, third-party inspection service. The vehicle sounded smooth and ran well when first started. There was then an intermittent loud, almost rotational, scraping sound heard from the top at both banks. The inspector and the ** removed the belt to eliminate any moving parts that could cause the noise, and there was no change. The noise became louder and louder underneath the vehicle as the vehicle became warmer. The noise was most noticeable at the rear of the oil pan. The vehicle had a new filter and fresh oil and no abuse or leaks were observed. There was a top end noise, with a rattle type sound, when revving the engine. There were no DTCs and no engine lights, and the vehicle ran smoothly. The inspector recommended dropping the oil pan. ******* pressure on the cluster was reading good with no fluctuations. The inspector recommended RDI in order to inspect the area where the noise was the most noticeable.

The inspection report was reviewed by *** on April 15, 2022, and *** made several unsuccessful attempts, between April 15 and April 25, 2022, to reach the ** to discuss the inspection findings and to request RDI. The ** finally called *** on May 31, 2022, and the claim was reopened. It was explained to the customer that *** had requested RDI to verify the cause of failure, as required to determine coverage under the terms of the ***. The ** advised *** on June 21, 2022, that it had completed the requested RDI and found that a spun rod bearing was the cause of failure. The ** provided photos on June 23, 2022. It was determined on June 27, 2022, that the most cost effective repair was to use an ****sourced engine. Only one available engine option came in under the ***** and the claim was keyed for that engine option. Should the ** not wish to use the ****supplied engine, the cost of the engine would be applied as a credit towards the total cost of the **s part.

*** advised the customer on June 29, 2022, of the claim authorization and that *** was providing a remanufactured engine. *** advised the ** that the estimated delivery date (the ****** was thirty days, and the ** stated it could not provide an engine any quicker. The *** was revised later that day to October 31, 2022, as the engine was two to three months out. *** asked the ** on June 30,2022, to explore local engine options to learn whether there were any engines at MSRP or less that would be available before October 31st. The ** advised on July 7, 2022, that it was still looking for an engine that would be available earlier.

The customer advised on July 29, 2022, that she found an engine and would be contacting the ** with the information regarding that engine. The customer wanted the ** and *** to use the engine she found. *** spoke with the ** on August 5, 2022, and learned the ** had been unable to locate another engine option and the engine found by the customer required payment up front. The customer and the ** were advised that the *** cannot cover any upfront payments and that *** can only authorize payment upon receipt of a final, signed invoice.

Due to the difficulties in finding a suitable replacement engine for the customers vehicle, *** ultimately advised the customer that there were two options for the claim: 1) *** authorizes the **'s part with a credit for the cost of the sourced engine and the customer pays the difference; or 2) The customer waits for the sourced part, which has an *** of October 31, 2022. The customer did not accept either option.

The claim was reviewed by a Legal Claims Specialist for *** (the "Specialist"). The ** originally provided a quote for an engine that was over the cost of the *** sourced part. The **s engine was quoted as having a four-year warranty. If this engine is still available, *** would proceed with this engine. The Specialist called the ** on August 12,2022, but was unable to speak with anyone. As of August 15, 2022, the ** has not returned the call from the Specialist, and it is unknown whether this engine is still available. After the ** returns the call and verifies the engine availability, *** will move forward with authorization. If the engine is not available, *** will have to consider other potential part sourcing options.

The Specialist has also attempted to communicate with the customer. The customer is combative and insists that *** pay for the engine and then have the ** install the engine. Unfortunately, as already explained to the customer, the *** cannot provide coverage for upfront payments. *** is bound by the terms of the *** and must comply with *** requirements. The Specialist has confirmed with the customer that when a claim is authorized, *** will pay out the amount that is requested pursuant to the terms of the ***.

The claim can move forward after *** received the **'s confirmation that the engine is still available. The order for the engine that cannot be delivered until October 31, 2022, will remain active and open until *** can verify with the ** that the alternative engine option is still available.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Initial Complaint
Date:08/08/2022
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.
Said company owes for car rental per contract. Originally faxed and to ************ and emailed to ********************************** per instructions on 7/18/21, 7/11/22 called **** was instructed to email again to ********************************** and most recent call "being processed".
Business Response
Date: 08/10/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and AAS serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on August 6, 2020. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage,benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on July 16, 2021. The customer believed that a thermostat was needed. The ** verified that the vehicle was starting to overheat and found the coolant was low. The ** pressure tested the system and found the radiator was leaking from the seam. The claim was authorized on July 16, 2021, and the customer was asked to provide his final, paid rental invoice for reimbursement for one day of rental vehicle.

The customer called AAS on July 11, 2022, with respect to rental reimbursement. He was advised that the invoice had not yet been received. The final, paid rental invoice was provided to AAS on July 11, 2022.

The claim was reviewed by a Senior Legal Claims Specialist for AAS, an ASE-Certified Master Mechanic. The rental relates to the claim for radiator repair. The claim was authorized on the initial call from the **, using the **'s parts. There were no delays on the part of AAS with respect to the claim. No part sourcing or inspection was performed or needed. *** rental coverage is determined solely based on the amount of labor time authorized for the claim. AAS authorized 5.1 hours of labor for the repair. This qualifies for one day of rental coverage at the maximum amount provided in the *** (Section C.2. of the ***). The customer had the rental for two days but was paying over $170 per day by the time extra fees and charges were added.

The Senior Legal Claims Specialist has ensured the customer will be reimbursed via check sent by U.S. Mail for one day of rental coverage at the maximum amount provided in the ***.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.
Initial Complaint
Date:08/05/2022
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.
Were filing a complaint against American auto shield under claims number 206-4416 because we have had our car in the shop since July 15, 2022 and we have already talk to the automotive repair shop which is ********* brothers automotive and during the time they have been constantly giving us the runaround 1st they said that the automotive shop did not supply them with the right numbers for the parts Then we talk to the repair facility around July 28, 2022 and they currently gave them the right parts so once again we spoke to American auto shield on August 2, 2022 they told us that they have all the the right part numbers and theyre ready to pursue the claim And the adjuster had till Thursday, August 4 to submit the information and approve the claim we have just talked to ****** and now they are resetting the entire claim now we have to resubmit all the information and Wait for an inspector to come out and inspect the vehicle which they should have done within the second week of the vehicle being in the shop I was currently Promised a free rental car but the catch to that is you do not receive the rental until the claim is approved. I am currently paying $290 a month I pay on The 9 and the 16th of every month I believe that they are trying to lollygag the process so they can get an extra payment out of my check. My husband is a local truck driver and I work as a healthcare provider as well we are both using one car so that is conflicting with our jobs and our managers because we are arriving in late and not on time. The Auto facility is reporting to us that this is the seventh time that they have had to resubmit the information to different adjusters Just to sit on the phone with them anywhere from 30 minutes to an hour and a half to be hung up on and not able to re-contact anybody I currently feel that they are not trying to take initiative to get my car fixed and I feel that if I dont take any legal action that this will be ongoing. Please help. Thank you.
Business Response
Date: 08/12/2022
Thank you for bringing this customers concerns to our attention and for the opportunity to respond.

As an initial matter, American Auto Shield ("AAS") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers, and *** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on May 12, 2022. The *** had a wait period of twenty days and 500 miles or forty days and 250 miles. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions. Customers who decide the *** is not right for them can obtain a full refund. Customers who choose to keep the *** are bound by its terms, as is AAS.

This claim was opened by the customer's chosen repair facility (the ***** when it called AAS on July 22, 2022. The ** reported the vehicle had been driven to the ** and the customer complained that the check engine light was illuminated, the vehicle was running rough and lacked power, there was a noise coming from the front end, and the air conditioning was not working. The ** found a diagnostic trouble code (a "DTC") P029900 (underboost), found there was damage to the catalytic converter, found all four ball joints were loose and worn, found the lower control arms had cracked and the bushings were worn, and found the air conditioning compressor was locked up and the belt squealed when engaged. The ** wanted to replace the upper control arms, the lower front rearward control arms, the lower front forward control arms, the rear tie rods, and the rear stabilizer bars. The ** also wanted to replace the compressor as there was debris in the system.

The ** provided its estimate for repairs on July 28, 2022 but did not provide accurate part numbers. A revised estimate was provided on August 2,2022, and an inspection was scheduled on August 5, 2022. The vehicle was inspected by an independent,third-party inspection service on August 8, 2022. The exhaust had been removed, and the inspector verified there was a piece of the turbo that had broken. Markings were observed on the turbine wheel from contacting the housing and play was felt in the shaft. The air conditioning compressor would engage,and the air conditioning would blow warm in the vehicle. The inspector's findings were consistent with a turbo shaft bearing failure. The pressure reading was consistent with a compressor failure.

The claim was reviewed by a Legal Claims Specialist for AAS (the "Specialist"). The Specialist reviewed the inspection report. There were no verified failures with the suspension components. The turbo impellers had come apart and/or a foreign object made its way through them. There were cracks in the turbo housing assembly as well. The inspection report confirmed the A/C compressor was inoperable, but no metal was actually observed in the system. The Specialist asked the ** to help move the claim forward by providing photos to verify the air conditioning and suspension failures. The Specialist received the information needed to move the claim forward, and the repair was authorized on August 11, 2022. The Specialist spoke with the customer on August 12, 2022, and provided information regarding the repairs authorized and the claim totals. The Specialist spoke with the ** to discuss the authorization and made a couple of changes to the authorization. This repair has been authorized and is moving towards completion;therefore, *** considers the complaint resolved.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.

Customer Answer
Date: 08/15/2022

Complaint: 17678201

I am rejecting this response because: we were recently informed that we might end up having to pay additional money because the parts that the shop are trying to use is above something called a price matrix as ****** told us and we were not told at any time during the point When we were purchasing the coverage-that we would have to pay a differential in prices that yall Deemed were too high we found out that now we may have to pay **** additional dollars just to receive our car when we were told that we would only have to pay a $200 deductible I believe that Yall are trying to use either aftermarket or used parts which is something you technically cant put on a Jaguar which is ******* engineering Im really disappointed with the service that I have gotten from this company and we have to pay $**** For parts that yall think are too high I really feel like we are being mistreated and I do not appreciate it at all.

Sincerely,

***********************
Business Response
Date: 08/23/2022
The Legal Claims Specialist (the "Specialist") who reviewed the claim reviewed the customer's rejection. The Specialist went through everything in the authorization, especially what the *************** Contract could cover, with the customer and even went so far as having the repair facility (the ***** double check its pricing on a part that was exorbitantly marked up; that part is almost double **** (Manufacturers Suggested Retail Price) (which is around $470 x2), with the ** charging almost $900 each. Any concerns regarding the pricing difference should be directed to the **. The customer is free to select any licensed repair facility to perform the repairs,not all of which would charge double the **** on components. The *** does not provide blanket coverage for all components at all prices and only has contractual liability to cover reasonable costs of repair components (as well as labor rates). The Specialist went through the authorization line by line with the ** and in great detail with the customer as to what the customer would have to pay out of pocket due to the **s ********* The parts that were authorized were the *** part numbers that the ** provided at ****, and this was verified several times throughout the process. The customer is referred to Paragraph 6 of the "How to File a Claim" section of the ***. The authorizations previously provided were in accordance with the terms and coverage limitations of the ***, and there is nothing further AAS can offer at this time.

We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************** if you have questions.

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