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:07/27/2022

  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.

  1 1/2 Month ago my car broke down and I had to file a claim with CarShield (Contract Number MFF4066131). The claim was approved and it took about a month for the job to almost complete. As the repair facility was wrapping up the job they came across another problem. My rack and pinion (Part #******hL2A) had to be replaced (which is a part I have covered in my contact Section B #7 Page 3 under Steering). The service writer at the car repair facility sent the information over to the car shield adjuster to add in with the current claim and the adjuster denied the part saying that only hydraulic power steering systems are covered not electrical (all newer vehicles use electrical power steering systems). It does not say ANYWHERE on my contract that electrical steering parts are not covered and it does not say ANYWHERE on my contract that only hydraulic steering parts are covered. It only says Steering with the covered parts listed below it including the part I need replaced which is my rack and pinion. They are not trying to uphold there end of the contract. I been going back and forth with representatives from CarShield for the past two weeks already with most of the reps agreeing with me that it is a covered part. The service writer submitted this part to them about four times. Its only when it gets to the adjuster its denied for a reason not stated or listed in the contract. This is a covered part thats clearly listed in the contract. I should not have to go through this.

  Business Response

  Date: 08/01/2022

  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 February 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 June 8, 2022. The vehicle was towed into the ** and the customer stated that the vehicle shut off while driving and there was smoke coming out of the tailpipe. The ** found that the oil was fair and full and had a large amount of metal in it. An independent third-party inspection was performed on June 13, 2022. The inspector found that there was a low end knock from the engine and there was a large quantity of metal debris in the oil. The inspector determined that the cause of failure was an internal engine bearing failure. On June 20, 2022 AAS informed the customer that the claim had been authorized for a certain amount of coverage, but the customer disconnected the call before it was complete. On July 5, 2022 AAS provided the ** with an itemized list of the parts and totals that were authorized. AAS advised that payment would only be issued for the items which were authorized, and some parts may not be covered under the terms of the ***.
  
  On July 11, 2022 the customer contacted AAS and stated that the ** had found issues with the steering rack and pinion after completing other repairs on the vehicle. Later that same day, the customer contacted AAS and stated that the ** had told him the rack and pinion were not covered. AAS informed the customer that this was correct. The steering rack and pinion were not covered under the terms of the ***, as these were electronic components of the steering system rather than hydraulic components, and only hydraulic components of the steering system were listed for coverage under section B. 7.of the ***. On July 13, 2022 the customer requested coverage for the rack and pinion. AAS again informed him that the rack and pinion were included on the repair estimate but the cost to repair those parts will be out of pocket for the customer as the *** does not have coverage for such components. On June 15,2022 the customer requested that the matter be escalated, and upon further review AAS confirmed the denial of coverage for the rack and pinion as they were part of the electronic steering system.
  
  The matter was reviewed by a Legal Claims Specialist for AAS (the Specialist), an ASE-Certified Master Mechanic. The Specialist determined that coverage for the rack and pinion had been denied correctly per the terms of the ***. That being said, AAS is willing to resolve this dispute amicably and offers to instruct the seller of the *** to cancel the *** and submit a one-time payment to the ** to cover the amount needed to replace the steering rack. There will be no additional refunds of payments made towards the ***. AAS makes this offer voluntarily, outside of its contractual obligations under 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: 08/02/2022

   
  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:07/27/2022

  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.

  Bought my contract on July 30th, 2022 contract #MRF4020088. Took it in to the repair shop on 4/12/2022 after it had made a noise on my way home from work and then wouldn't start the next morning. ?My timing chain slipped which bent the values and warped the head on my engine. The adjuster that went to the shop to review told my repair guy that the warped head was not covered due to it being 'against company policy' even though in my contract it states that it is covered when damaged due to an internally lubricated part. My repair guy repaired what they approved and then tried contacting them multiple times in the two months after this was done. I also tried to get ahold of them and they claimed they'd would send it to their supervisor and someone would contact my repair guy within 48 hours and they never once did. Finally I went to the repair shop and called them so that someone would finally talk to him about it. We came to find out that my original adjuster wasn't with the company anymore and they'd have to assign me a new one before talking to the repair guy. Once they finally talked to him we came to find out the original adjuster didn't put the head on the claim so they added it on to there. After that they denied my claim for 'continued use after mechanical failure' due to them claiming it takes **** miles after something happens for the timing chain to slip and the car to stop running which as previously stated, isn't what happened.I drove less than 20 miles after the noise and just to get it home. It's unrealistic to expect me to stop driving when it didn't seem to affect the drive ability of the car. Went to get my car and pay for what wasn't covered and turns out they didn't cover or pay for any part of it as they previously claimed. I want them to honor what they previously approved and then approve the head replacement as stated in my contract. I've been without my car for four months dealing with this and this company is impossible to communicate with

  Business Response

  Date: 08/01/2022

  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 January 30, 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 April 29, 2022. The vehicle would not start. The ** found that the timing chain had jumped, the valves were bent, and the cylinder heads needed to have machine work performed. On May 2,2022, AAS contacted the ** and requested that they remove the valve covers and provide the estimate of repairs. AAS received the estimate on May 4, 2022. AAS scheduled an independent, neutral, 3rd party inspection of the vehicle to verify the failure(s), per the terms of the ***. The inspection took place on May 6, 2022. The valve cover and spark plugs were removed. There was excessive play in the timing chain. The inspector was unable to scan for diagnostic trouble codes because the battery was discharged at the time of the inspection. All 4 spark plugs had a fouled appearance. There were no apparent external engine oil leaks. There was no excessive sludge or carbon buildup on top of the cylinder head or underside of the valve cover. There was some varnish present on top of the cylinder head, and there was a piece of carbon stuck to one of the cylinder 4 intake valves. The other intake valve had a bent appearance. There was no apparent impact damage to the tops of the pistons in all 4 cylinders, but there was scoring in the cylinder 4 piston wall. The conditions presented at the time of the inspection was consistent with a mechanical failure of one or more of the timing chain components. Additional teardown of the vehicle would be required to determine the exact cause of the crank no start, the excessive movement of the timing chain, and to verify the extent of the damage.
  
  On May 13, 2022, AAS authorized repair for the timing chain portion of the customers claim. AAS notified the customer later that day about the authorization and her out-of-pocket costs due to the machine shop work. On June 20, 2022, the ** contacted AAS as the customer had requested clarification as to why the cylinder head gasket was denied. AAS requested that the ** provide pictures of the old cylinder head. On July 14, 2022, the customer contacted AAS regarding the status of her claim, and she was advised that the requested pictures had not been received. AAS ultimately received the pictures later that day. On July 21, 2022, AAS advised the customer that the claim was only authorized in part because the remaining damage was caused by continued operation of the vehicles engine with a faulty timing chain, an exclusionary condition under the terms of the ***. There were multiple bent valves, and the vehicle was driven until it failed. Therefore, the claim was only authorized for the timing chain as a credit towards the remainder of the repairs.
  
  The claim was reviewed by a Senior Legal Claims Specialist for AAS (the Specialist). The claim was adjudicated correctly, per the terms of the ***. The claim was authorized for the timing chain repair because the failure identified on this claim was that the timing chain had stretched, which is very common for the vehicles engine. Failures codes would have been set and there would have been noise and noticeable performance issues long before the engine would jump time. Any damage from jumped time would be due to continued operation, which is an exclusionary condition under the terms of the ***. Therefore, AAS stands on its claim decision and can offer nothing further 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.
  
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17634339
  
  I am rejecting this response because:
  
  If I had thought there was anything wrong with my car, I would have gotten it in to be checked out. There was no noise or acting funny until the day I stated I heard the noise. There were no check engine lights on, or I would have made sure to get it checked out. That aside, you state that the claim was approved in part, but the repair facility didn't receive any part of what you state was approved. I have the **** stating I paid in full the amount of all the repairs. It took two months of ************* and myself calling for you guys just to reject me based on nonsense. If this is the way you do business, I want no part of it and would like to request a refund of my contract in full.Sincerely,
  
  *************************************

  Business Response

  Date: 08/10/2022

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  The repair facility has not been paid for the authorized repairs because they have not provided AAS with a final, signed invoice, which is required before payment can be released.If the customer sends a final, signed invoice to our legal department at ***************************************,detailing that the authorized repairs were complete and paid, AAS will release payment to the customer for the authorized amount. If the customer does not wish to send in the final invoice, *** offers to instruct the seller of the *** to cancel the *** and refund the customer all payments made towards the ***. *** makes this offer voluntarily, outside of its contractual obligations under the terms of the ***, and as an alternative to paying the customer the authorized amount for the repairs to the vehicle. The customer must accept one of the two provided offers within seven days of the filing of this response, or both offers will be null and void. The customer should accept 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.
  
  

• Initial Complaint

  Date:07/27/2022

  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.

  7/20: the claim was initiated with the auto shop for my vehicle under my contract ABF1120094 as it failed inspection as the Front Control Arms were deemed unsafe and had fractures. This is also a non-drivetrain issue ~$1200 repair inclusive of labor. The shop sent photos and the estimate to the adjuster, and the adjuster has 48 hours to review the case. Photos and claim were not reviewed in that 48-hour period and I called American Auto Shield on Saturday 7/23 and was told not much could be done as it was the weekend, even though they said they had adjusters working and also my auto shop was open. They advised and assured me that they would flag my claim as urgent and also said there would be the next step and the claim would be reviewed on Monday Morning. 7/25: called midday and still no update and shop finally were able to speak with an adjuster who requested further pictures of the issue. Shop sent the requested photos. On 7/27 *********************** once again for an update on the claim that still had not been reviewed by the adjuster. American Auto Shield has failed to handle this claim in a timely manner and keeps delaying and missing deadlines to review the case and have my auto repaired. My contract has been fully paid and I have received zero benefit from it at this time.

  Business Response

  Date: 07/28/2022

  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 term *** on September 14, 2018.  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 claim was opened by the customers chosen repair facility (the *** when it called AAS on July 20, 2022. The vehicle was driven to the ** because the vehicle had failed a state inspection. The ** inspected the vehicle and found that upper control arms had failed. AAS requested photographs from the ** to verify the failure in order to determine proper coverage. The next day, the customer reached out requesting an update on the claim. AAS explained that once the ** provides us with the requested photographs, an adjuster would review them and move the claim forward. On July 25, 2022, AAS reviewed the photographs provided by the **, which demonstrated failure to three of four control arms. AAS had to subsequently follow up with the ** to obtain a photograph to verify failure to the fourth control arm.  On July 27, 2022, AAS was provided with the final photograph demonstrating failure to the fourth control arm. As such, AAS authorized vehicle repair costs for repair to the vehicles upper control arms.
  
  The claim was reviewed by AAS Senior Legal Claims Specialist (the Specialist). The customers claim was authorized on July 27, 2022, for repair to the vehicles upper control arms. Additionally, as a gesture of goodwill, AAS has authorized payment towards an alignment on the customers vehicle. AAS makes this authorization voluntarily outside of its obligations under the ***. This authorization was provided to the ** on July 28, 2022. AAS reached out to the customer, who advised that he was satisfied with the claim adjudication and goodwill offer.
  
  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: 07/28/2022

   
  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:07/26/2022

  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.

  Date: July 26, 2022 To: American Auto Shield (Car Shield)From: ******************* Contract #: MRF4052243 Claim #: ******* I am disputing their denial of my claim. According to the Carfax report, I brought the truck to the dealership in January for a low oil pressure warning, " claiming it was a pre-existing condition. However, the dealership did NOT find any active or stored codes for the warning. If the dealership did not find any issues, showed that the oil was at the correct level, and had no stored or active codes, then how can this be a pre-existing condition? At that time, it was suspected that the oil pressure sensor/switch could possibly be failing. CarShield denied the claim to replace my motor because a bearing in the engine failed, even though the contract says they will replace failed components. Even one of the ladies at American Auto Shield (CarShield) that I had spoken to agreed that this was a poor decision to deny the claim.The dealership (************************************., ***** **** ************, *************************** service manager), has tried calling the adjuster several times after the claim was denied and has not received any callbacks from the adjuster. I have called into CarShield and have requested that the adjuster call the dealership, both times, they have not called back either.The truck went into the dealership on March 21, 2022. It appears that arbitration is needed. I would like CarShield to honor their warranty and replace my motor.

  Business Response

  Date: 07/28/2022

  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 February 19, 2022. This *** had a waiting period of twenty (20) days AND 500 miles, OR forty (40) 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 April 27, 2022.  The vehicle has been towed to the ** because the customer heard a banging noise coming from the vehicle with the oil pressure light displayed on the dashboard. On May 24, 2022, AAS reviewed photos that were submitted by the ** for inspection. Based on the photos, it was determined that there was significant damage to the crankshaft and excessive debris in oil pan. Crankshaft journals were also severely damages and damage was verified to the camshaft lobes.
  
  On June 10, 2022, AAS pulled a CarFax report on the customers vehicle. Based on those records and the records provided by the **, there appeared to be a high oil pressure concern prior to *** purchase.Further, the current claim diagnosis points to a possible failure that is consistent with lack of lubrication. Therefore, the claim was ultimately denied due to pre-existing condition, which is an exclusionary condition under Section D.2.q. of the ***.
  
  The claim was reviewed by a Senior Legal Claims Specialist for AAS (the "Specialist"), an ASE-Certified Master Mechanic, who determined the claim adjudication required modification. Based on the facts and records available, there is insufficient evidence to support a denial decision. The Specialist has spoked with the ** and will reach out to the customer to explain the changes and resolution once AAS receives an updated estimate from the **. AAS will continue to work with the customer and the ** to move this 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:07/26/2022

  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.

  When we entered into our contract we were told by ************************* the only thing that was not covered would be the radio. We had the water pump replaced back on December 14,2020 and nowJuly 26,2022we have a problem with the wheel bearing and axle. I took the truck to my mechanic. Who is a certified mechanic, to have a third-party inspector come out that has no qualifications of a certified mechanic. And the adjuster who sits in the office is also not qualified mechanic. I took it from my mechanic and brought it to ********** automotive in ************ *******. For them ********* to tell American auto shield the same thing my mechanic has told them. I do believe that it is a $1500 job to which I am only responsible for $100 and taxes. I had asked about a rent a car I was told the job needs to be 4 hours or more for me to have a rental. What they advertise and what they do are two different things I have tried to ask for a corporate number two which no one will give me. I would like my truck fixed in a timely manner as of today July 26 my truck has been in the shop almost all month now. What I would like to see done is my truck get fixed and me get the rest of my money from my contract and us go our separate ways. They were highly recommended by a coworker I would not and will not ever recommend them

  Business Response

  Date: 08/01/2022

  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 term,Powertrain Gold *** on April 23, 2020. The *** had a waiting period of thirty (30) days AND ***** miles, OR ninety (90) days AND 200 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 5, 2022. The vehicle had been driven to the *** and the customer complained about a clunking noise in the back of the vehicle while the vehicle was in motion. The customer also indicated that the wheel well did not look right and oil was coming from the vehicle.
  
  On July 7, 2022, AAS requested the last ********************************************************************************* order to move the claim forward per the terms of the ***. Inspection of the vehicle by an independent, third-party inspector occurred on July 18, 2022. The Inspection report was received and reviewed by AAS on July 18, 2022. The inspector verified during the test drive of the vehicle that the noise coming from the right rear wheel appearing to be a bearing noise. AAS then verified the customers concern and failure to component (wheel bearing), confirming coverage for the right wheel bearing replacement on July 19, 2022. There would be no coverage for the axle because no failure/damage was verified and shown based on the available documentation. The customer subsequently moved the vehicle to a new *** and a new claim was started on July 27, 2022, for an exhaust leak from the manifold.
  
  The claim was reviewed by a Legal Claims Specialist for AAS (the "Specialist"), an ASE-Certified Master Mechanic, who determined the claim was correctly adjudicated per the terms of the *** for the replacement of the wheel bearings. The ** has since brought the vehicle to a new RF for repair of the axel and exhaust manifold. The Specialist informed the ** that there will be no coverage to the exhaust manifold because it is not a part listed for coverage per the terms of the ***. The *** may have coverage for the axel, but no diagnostic information has been provided as to the axel. The Specialist left a voicemail with the new RF requesting the information regarding the axel diagnosis. AAS will continue to work with the customer and the new RF to move this 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:07/25/2022

  Type:Order 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.

  Date 06/27/22 the work was finish on 07/08/22 at the ***** Dealer ***************** I had a problem with the brake booster had internal sensor failure. *** booster had to be removed and replace, *** Service advisor *************************** call the American Auto Shield. He was not able to get an adjuster. I told him to have it repair. I paid for it. *** total for the part and labor was $1622. 56.My total **** on 07/08/22 was $2918.79 was other items that was consider maintenance.I file on line 07/15/22 with American Auto Shield. no respond. I call on 07/15/22 , 07/19/22 finally on 07/22/22 I spoke to *******. he claims since it was not authorized, they will not pay.I'm upload the invoice from the ***************** that has to do with this claim, the receive that was paid and the contract with American Auto Shield

  Business Response

  Date: 07/27/2022

  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 ****** term *** on November 1, 2019.  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.
  
  On July 15, 2022 the customer contacted AAS to request reimbursement for a brake booster repair that was performed on his vehicle on June 27, 2022. AAS denied the reimbursement because the customer did not receive any prior authorization from AAS before beginning the repair, as is required by the ***. Because the repairs were performed without authorization,the *** does not have coverage. On July 23, 2022 the customer stated that his chosen repair facility (The *** had been unable to reach AAS on June 27, 2022 so the customer had instructed the ** to move forward with the repair. AAS informed the customer again that unfortunately, because he did not follow the mandatory claim procedure of the ***, his repair request would remain denied.
  
  The matter was reviewed by a Legal Claims Specialist for AAS (the Specialist), an ASE-Certified Master Mechanic. The Specialist was unable to locate records or documentation of any calls from the ** to AAS on the day the repair was performed. All calls made to AAS would have been recorded and documented on the customers claim notes. With that said, AAS is willing to resolve this dispute amicably. On July 26, 2022, AAS reached out to the customer and received the invoice for the repair at issue. After review of the invoice, AAS and the customer have agreed on the terms to resolve this dispute. Therefore, AAS considers this complaint resolved 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.
  
  

  Customer Answer

  Date: 08/04/2022

  You guys are great! This company is not  
  legit. This complaint was resolved. Thanks to you!

• Initial Complaint

  Date:07/23/2022

  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 got the car extended shield warranty. And now I having transmission problem and they're not honoring the coverage and I need help on this issue. I've been trying to resolve this issue over a year now. They refuse to pay for the work to be done on the car that they cover. They are still receiving a monthly payment from me.

  Business Response

  Date: 07/26/2022

  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 6, 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.
  
  The claim was opened by the customers chosen repair facility (the *** when it called AAS on April 20, 2022. The vehicle was driven to the ** because the vehicle was sluggish on takeoff. The ** inspected the vehicle and advised the transmission was slipping, had issues in 3rd gear and noted the transmission fluid was black. AAS advised the ** that the customers authorization was required to remove, disassemble and inspect (RDI) the vehicles transmission to determine the exact cause of failure, as required under the terms of the ***. On May 16, 2022, the customer reached out to AAS expressing frustration with the request for RDI, however,AAS explained this was necessary to verify the cause of failure so as to properly determine *** coverage.  
  
  On May 24, 2022, AAS obtained the customers verified statement and requested 12 months of verifiable service records, per Section E of the ***. Additionally, AAS scheduled a neutral, independent,third-party inspection of the vehicle to determine the exact cause of failure.The inspection revealed the transmission was slipping and the fluid was burnt.The inspection further revealed the cooling fan failed, there were severe oil leaks from the engine and there was an internal transmission failure. On June 14, 2022, the ** advised AAS that parts to rebuild the vehicles transmission were not available. To move the claim forward, AAS began sourcing the replacement transmission, however, no units were available. As such, since there was no sourcing available and the ** was unable to find a replacement transmission, the claim was marked inactive.
  
  The claim was reviewed by AAS Senior Legal Claims Specialist (the Specialist). It was determined the claim was unable to move forward. AAS attempted to source a transmission, however, no units were available for the customers vehicle. The ** also attempted to source a replacement transmission, but they were unsuccessful. AAS has no control over parts availability, and AAS is unable to move the claim forward until a transmission is available for the repair. The *** provides coverage for vehicle repairs but cannot provide coverage if the mandated repair is impossible to complete. If a replacement transmission becomes available to the ** in the future, AAS can reexamine the claim.
  
  With that being said, AAS is willing to amicably settle this matter and, as a gesture of goodwill, offers to instruct the Seller to cancel the *** and issue a full refund of payments made towards the ***. Please have the customer contact us directly at *************************************** within 7 days to accept this offer or we will consider it withdrawn and will close this matter.
  
  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:07/22/2022

  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.

  I am requesting an arbitration hearing to dispute the devaluing of my warranty On my 2015 Chevrolet Suburban I took (Car Shield)I had my vehicle Towed to ********************************************* To have my vehicle scan Because my check engine light came on The night before My warranty was devalued because my adjuster now to me as ***** H Informed me that my warranty was devalued because of carbon buildup in cylinder #7 As per the inspectors pictures/report Which showed the Cylinder Valve Head Its intake and Exhaust ports from cylinder #7 on the head itself I the pictures also showcased the intake manifold of cylinder #7 and a random picture of the engine block piston head from cylinder # 3 I spoke with ***** H and he said that the problem came from the carbon buildup which prevented the cylinder from functioning correctly the inspector over looked or never remove for inspection (Because it was seized in its position )the valves lifter which actuates The rocker arm assembly to open and close the #7 valve I humbly submit that the inspector never checked The ***************** source Of why the Carbon buildup occurred If the engine is running Which it was wow positioning/Aligning the vehicle on the tow truck It was running prior to me noticing the check engine light It was running after it came off of the tow truck for diagnostics it was also running in order for it to be diagnosed by the scanner. if the engine is running combustion occurs as the spark plug ignites with Fuel if the lifters are unable to actuate the rocker arm To open the valve to the cylinder head carbon will build up on the inside of the cylinder head Speaking with the shops ASE Certified Technician(s) They along with the shops Service manager They Unconditionally concur With my reasoning behind the carbon buildup which is the sole cause Of the reason which devalued my claim for Repair / Replacement Recommendation of the engine ***** declined the opportunity to send Another Inspector Perspective confirmation

  Business Response

  Date: 07/27/2022

  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 August 1, 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 June 14, 2022. The vehicle was towed in and the customer stated that it had started wobbling and displayed a code that indicated a cylinder 7 misfire. The customer also stated that the check engine light and traction light were on. The ** found that cylinder 7 had a burnt valve and a collapsed lifter, and that there was internal damage to the engine. On June 15, 2022 *** requested maintenance records from the customer. The customer stated that he performed his own maintenance and took pictures of his odometer and oil levels from his home maintenance. *** received those pictures on June 17, 2022. On June 20, 2022 *** requested that the ** perform a full disassembly and diagnosis on the vehicle. On June 29, 2022 the ** stated that there was scoring on the cylinder wall and recommended a complete engine replacement.
  
  An independent 3rd party inspection was scheduled for July 7, 2022. The inspection revealed failure to the cylinder 7 intake valve, and that the valve was burnt, with scoring and rust on the cylinder wall. No other failures were found during the inspection. On July 8,2022 *** informed the ** that based on the documentation from the inspection, the claim will only be authorized for a part credit towards the repair of the intake valve. It was determined that any further damage would not be covered due to the presence of carbon build up, an exclusionary condition under the terms of the ***.  On July 12, 2022 the customer stated that the ** had misdiagnosed the vehicle and that he only wanted the valve replaced and not an entire engine replacement. On July 13,2022 the customer stated he disagreed that carbon buildup was the cause of failure and he wanted a second opinion. The *** Adjustor stated that *** would not facilitate another inspection for this matter.
  
  The claim was reviewed by a Legal Claims Specialist for *** (the Specialist), an ASE-Certified Master Mechanic. The Specialist determined that there was insufficient evidence to support the partial denial for carbon buildup.  The scoring on the cylinder walls was more likely caused by piston ring failures. On July 26, 2022 the Specialist informed the customer and the ** that *** would be moving forward with authorizing coverage for an engine replacement. *** is currently working with the customer and ** to fully resolve this claim.
  
  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: 09/02/2022

  Yes hi my name is *****************************; and I am attempting to reach out to the Better Business Bureau to inform and thank Better business bureau for the excellent service that I was provided from both you as an organization and American Auto Shield legal department they were absolutely exceptional as far as the customer service and solution to my vehicle I would like to also thank them for restoring my trust and the integrity of the company of American Auto Shield I value them as an organization under car shield and I would like to recommend to anyone that is looking for an extended warranty company to represent their vehiclewith auto repairs they are a fair and honest company and I would like to resend my complaint against them and extend another thanks to them as an organization I really appreciate it

• Initial Complaint

  Date:07/22/2022

  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 purchased AAS because per advertise they cover everything under the hood and I have the best package which is the diamond package. I was driving my Dodge Journey 2017 on June 7 leaving ********* mall on I95 when my car suddenly stop the dashed board didnt note me something was wrong or my car. I contacted road side assistance as I waited for bout 2 hours for them to come. When the arrived they asked me whats the problem and I told them my car just shut off he said lift the hood when I did he notice the radiator hose was off and said I need to get it checked out. My boyfriend works over the road so I had to wait for him to come because road side assistance couldnt do much. My boyfriend rented a tow dolly because it was to much for me to afford a tow truck. He rented the tow dolly in ******** on June 7th and the we just towed it to ******************* where my boyfriend normally takes his vehicles to get checked out and there were closed because it was already late so I dropped the keys in there drop box with a note stating the problem. On June 8th he called my boyfriend and stated that the radiator hose was loose and thermostat was leaking so I payed out of pocket to fix it because it was something simple. I got my car back on the 10th and I drove it home he said jut monitor the temperature etc. I went straight home on June 10th As I was almost home I noticed the temperature started rising and I was like thank god I was almost home so I parked the car and contacted the Shop but the were already close. I had to wait until Monday June 13 because the shop close on weekends. At this point I was upset so when Monday came my boyfriend rented another tow dolly and we towed it to the shop and he then said if it still running hot then that means when it first ran hot it blew the head gasket at the point he doesnt specialize in that take it to the Dealer so I did. It was at the shop I didnt have a way to take June 16 as you can I never continue driving it hot.

  Business Response

  Date: 07/28/2022

  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 February 17, 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.
  
  The claim was opened by the customers chosen repair facility (the *** when it called AAS on June 23, 2022. The vehicle was towed to the ** because the vehicle was running hot, and the check engine light was illuminated. The ** advised that the customer previously had the thermostat housing replaced. The ** inspected the vehicle and found the head gasket was leaking and both the engine cylinder head and block were warped out of spec. AAS advised the ** that the customers authorization was required to remove,disassemble and inspect (RDI) the vehicles engine to determine the exact cause of failure in order to properly determine coverage, as required under the terms of the ***. On June 27, 2022, AAS obtained the customers verified statement and requested 12 months of verifiable service records, per Section E of the ***. The customer confirmed during this call that she first noticed an issue with the vehicle about 3 weeks prior. On July 1, 2022, AAS scheduled a neutral, independent, third-party inspection of the vehicle to determine the exact cause of failure. The inspection revealed that both the vehicles cylinder head and engine block were warped between cylinders 2 and 3 and cylinders 3 and 4. Further, the inspector noted that the vehicles upper radiator hose and thermostat housing had been replaced recently, and confirmed the thermostat was not leaking. The inspectors findings were consistent with overheating,causing the cylinder head and engine block to warp. As such, AAS denied the claim due to continued operation and failure to protect the vehicle from further damage, per Section D.1.m of the ***.
  
  The claim was reviewed by AAS Senior Legal Claims Specialist (the Specialist). The customers vehicle was towed into the ** for an overheating concern and found that the engine cylinder head and block had warped. When the vehicle originally broke down, they found that there was a radiator hose that was loose, and the thermostat was leaking. The customer paid out of pocket for the radiator hose and thermostat repairs. After the repairs were complete, she noticed that the temperature gauge started rising. As such, it was determined the claim adjudication needed to be modified to include repair to the vehicles thermostat housing that was leaking. However, any further repairs to address the vehicles engine issues, which was caused by overheating,are excluded from coverage due to continued operation after a known failure has occurred, as was correctly determined during the claim investigation.
  
  The customer should contact AAS at *************************************** within 7 days to discuss the findings and possible partial resolutions. 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.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17610041
  
  I am rejecting this response because: first off my car broke down on june 7 and it was at the repair shop since then I'm not sure of to where you guys getting yall information from *** guys just took forever to go inspect my car now yall want to tell me continued driving my car while it was hot that false accusations my check engine or lights on my dash never notified me something was wrong firstyou said you couldn't identify the cause if the overheating now you saying I caused the damage actually I didn't I wouldn't know my car had a problem Sincerely,*********************