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, Inc

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

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

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:07/21/2022

  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.

  My 2017 ****** Altima was in the shop (Trans Medics) for over a month for a failed transmission. I picked up my car on 2/3/22 and the total **** was $1,957.71. I had to pay $762.72. Why did I have to pay anything? I thought all I only had to pay was the deductible ($100). I did not get a rental. I thought on transmissions, CarShield pays for everything? Why I'm paying for CarShield? Trans Medics order the transmission from a Salvage Yard Trans. I requested for a new transmission to be put in. Also, Trans Medics is telling her that the a/c compressor might be bad. When I got her car on 2/3/22, I turned on the a/c and it started making a loud squeaking noise. The tech asked her if it was doing that before. The a/c compressor was not making that noise before it went into the shop. Please let me know how CarShield does business. I would like to be reimburse for payment on the used transmission. Attached is Trans Medics ****.

  Business Response

  Date: 07/25/2022

  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 30, 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 January 6, 2022. The vehicle would not accelerate. The ** found that the belt in the transmission was slipping when it reached operating temperature. 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 January 7,2022. The inspector verified that when the vehicle had a cold start up, the transmission would pull but was slipping. Once the fluid would warm up, the pump would whine, and the vehicle would not move. The fluid was full, dark, and contained shiny debris. The inspector determined that there was an internal transmission failure of the *** transmission. On January 11, 2022, AAS authorized the customers claim after AAS was able to source a transmission that was more cost-effective than the part that the ** listed in their estimate. On January 17, 2022, AAS contacted the **, who advised that the customer was unsure on how she wanted to proceed with the claim. AAS advised that the customers *** did not have coverage for programming or alignment, so the customer would be responsible to pay for those charges out-of-pocket. On January 19, 2022, the customer contacted AAS regarding the status of her claim.AAS advised her that she would need to pay out-of-pocket for the programming and alignment, and the customer indicated that she was okay with paying for those costs. AAS also advised that the most cost-effective repair was to use the transmission that AAS had sourced with the cost of the transmission fluid and labor being included in the total authorized amount. Later that day, the ** contacted AAS and advised that the customer wished to use the transmission that AAS had sourced, so AAS put in the request to have the part ordered. AAS provided payment to the ** on February 2, 2022, after the ** had provided the final invoice.
  
  The claim was reviewed by a Senior Legal Claims Specialist for AAS (the Specialist). The Specialist determined that the claim was adjudicated correctly, per the terms of the ***. The customer was made aware of the out-of-pocket costs associated with the programming fee and alignment, which were not covered under the ***. The customer was also advised that the most cost-effective repair involved using an AAS sourced transmission,with the cost of the transmission fluid and labor included in the authorized amount. Further out-of-pocket expenses were incurred because the labor time that the ** listed on their estimate was 2.2 hours more than the total time needed for this repair as prescribed by the industry standard, and nationally recognized, labor guides used by AAS. Also, the ** charged for 12 quarts of fluid, but the manufacturer only requires 8 quarts of fluid for this repair.AAS is not contractually obligated to pay what the ** wishes to charge in its entirety. Certain **s charge **** *** on parts and labor that the *** does not honor. 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.
  

• Initial Complaint

  Date:07/21/2022

  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.

  My 2014 ********** tig ********** Tiguan has been at the shop for 30 days.The warranty company was sent information and requested pictures. Several days after the pictures were taken and sent to the warranty company I called them to follow up to see if they had approved the work and was told that they had not received the pictures. Once I followed up with the dealership it was determined after being told that they had not received them that they actually had received them but it had been a zip file that they could not open it. After it was determined that the file could not be opened. I asked the dealership to take JPEG pictures and send them to the warranty company. On Thursday July 14th I called the warranty company and they initially said they still did not have the pictures that they requested. However, after continuing the call it was determined that they were in fact received at the records department department and that they would be sent to the adjuster.. After calling on Friday, the adjuster still had not received the pictures that were actually received on Thursday. I was told that it would take ***** hours for the adjuster to review and approve of disaprove the work. On Monday July 18th I called the warranty company again to check on the status and the adjuster still not had a reviewed the pictures to make a decision on the work. I then requested that an escalation be made to the supervisor of the adjuster. Fast forward to Wednesday July 19th I called again and the adjuster still not had viewed the pictures even after the escalation from two days prior, and therefore I requested another escalation on yesterday on July 19th and was told that that could take another 24 to 48 hours before a response. My vehicle has been at the shop without any work being done for for a month and the warranty company has still not looked at the necessary documentation to render a decision as far as repairs I believe that this is unsatisfactory and negligent.

  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 term *** on July 3, 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 23, 2022. The vehicle was driven to the ** because the check engine light was illuminated. The ** inspected the vehicle and determined that the timing chain stretched and hit the vehicles timing cover. On June 27, 2022, AAS reached out to the ** requesting further diagnostic information, including photographs of the vehicle, VIN, odometer reading, oil level, a written estimate for repairs and any diagnostic trouble codes (DTC). Almost daily, the customer reached out to AAS requesting an update on the claim. AAS advised that because we have not yet received the requested diagnostic information from the **, the claim cannot move forward. Without timely cooperation from the **, AAS would not have sufficient documentation and information in order to make a proper claim determination in accordance with the terms of the ***. The issues AAS had with the ** regarding the requested diagnostics and information caused significant delays in the customers claim. The ** did not respond to AAS request for additional information until July 20, 2022.  
  
  The claim was reviewed by AAS Senior Legal Claims Specialist (the Specialist). It was determined that the information provided by the ** was insufficient to verify the failure to the vehicle, which is required by *** in order to adequately determine coverage. As such, AAS reached out to both the ** and the customer advising that further diagnostic information is needed to demonstrate failure to the vehicles timing chain. AAS further explained that the customers authorization is required to remove,disassemble, and inspect (RDI) the vehicle to demonstrate and confirm the cause and extent of damage, as is necessary with this type of vehicle issues. Absent the completion of RDI to the point of failure, AAS would be unable to verify the cause of failure pursuant to the terms of the *** and move the claim forward towards resolution. AAS is unable to offer anything 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.
  
  

• Initial Complaint

  Date:07/20/2022

  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 February 2, 2021, I purchased an car protection plan through Car Shield for a 2016 GMC ****** with ****** miles. **** the years, I have been paying ***** a month for this protection. Recently, I had transmission issues with my truck and had it towed to one of America Car Shield shops for evaluation. During the evaluation, the mechanic determined I need a transmission. Therefore, American Car Shield sent an representative to inspect the finding and told the mechanic, "He agreed I need a transmission." After a few days, the mechanic called an stated American Car Shield wanted him to drop the transmission pan for another inspection. He refused to drop the pan and advised I moved the truck to another shop. So, I did. At the other shop, they did another inspection and determined I need a transmission and called American Auto Shield. Meanwhile, within his conversation with them they stated, "They are denying the claim based a code the previous mechanic shop pulled from the truck's computer." My problem is there was never conversation about a code until I moved the truck to the other mechanic shop, which created a pre-inspection invoice of around $1,500 dollars. If they previous knew they were going to deny the claim. Why let me move the truck to another facility. In addition, I don't believe there was a code because the first mechanic never mention a code. Furthermore, their idea of an issue occurring at ****** is ridiculous, because when codes are fixed and cleared they only reappear if there is a new issue. Also, there were no lights indicating there was issue with the transmission, and when I took the truck to the shop there was not a check engine light. Therefore, I believe their issue of pre-existing condition is incorrect and is an excuse for non-payment.

  Business Response

  Date: 07/25/2022

  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 20, 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 June 23, 2022. The vehicle had been towed to the ** and the customer stated that the vehicle was not moving forward. The ** found that the check engine light was on and the transmission fluid was dark and burnt. Additionally, the clutch pressure control solenoid valve 3 was stuck in the off position and would not shift into gear. On June 24, 2022 AAS informed the ** that the claim was denied because the vehicle had a preexisting condition which excluded the repair from coverage under the terms of the ***. The inspector determined that  the date of the pulled vehicle code indicated the solenoid valve had been stuck in the off position for ****** miles, which meant that the cause of failure occurred before the *** purchase date. On June 18,2022 the customer requested further information about the denial from AAS, and AAS restated its claim denial determination.
  
  The claim was reviewed by a Legal Claims Specialist for AAS (the Specialist), an ASE-Certified Master Mechanic. The Legal Claims Specialist found that the claim had been denied incorrectly as the inspector had misinterpreted the code reading and stated that the code had been active for ****** miles before the vehicle was brought to the **. This is inaccurate. Therefore, the Specialist determined that the cause of failure did not occur before the *** purchase date. On July 21, 2022 AAS informed the customer and the ** that the claim would be moving forward, and requested invoices for the repair as well as for the customers rental expenses. AAS is currently waiting to receive those invoices and will release payment once the invoices have been reviewed.
  
  
  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.