Complaints

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

close

Find a Location

American Assurance Corporation has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Assurance Corporation

  Lakewood, CO 80227-5121

  
• 

  American Assurance Corporation

  PO Box 1239 Wheat Ridge, CO 80034-1239

  

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:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having major transmission issues with my 2019 **** F-150 to the point where it was almost not drivable. The towing service was the easiest service I have come across. My truck has been in the shop for just over a month now and every time I call, they say the warranty transmission is not good. The dealership has now rejected 2 transmissions and we are working on a 3rd one being sent. I was told the claim was approved for a NEW transmission and they keep sending refurbished or used transmissions that the dealership said would probably need replaced again in a year. I have not had my vehicle for over a month and I keep getting told the same story over again, the transmissions warranty is sending are NO GOOD. I appreciate the dealerships honesty and not putting a bad transmission in my truck, but warranty is not helping this situation at all. It's getting ridiculous as this point. I haven't been able to get ahold of anybody about getting a rental car for the time being so I have been having to *** rides from my family. If they would just help me with rental car situation, this whole thing wouldn't be as bad. But I can't get to anybody to even do that!

  

  Business Response

  Date: 07/15/2025

  Attached is response from AAC 

  Customer Answer

  Date: 07/15/2025

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

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Premier RV Protection Plan from *********** RV for a time period to end 06/20/2028. *********** RV was a broker of the American Assurance Corporation. ************ does not appear to be in business any longer. I have made multiple attempts at contacting AAC but no response. I would like my policy canceled as of 29 March 2025 and refunded for the unused balance of contract. I have attached the Service contract. I just have not had any response from *** or I would not have gone this route.

  

  Business Response

  Date: 04/14/2025

  Hi ******,
  It sounds like youve been having a hard time reaching us. I gave you a call and left a voicemail.
  Attached to this message, youll find the cancellation form needed to cancel your contract. We havent seen any incoming calls from you, so I want to make sure you have the correct contact information:
  

  Phone: **************
  Email: ********************************************
  My Direct Line: **************

  Please fill out the cancellation form and send back to the email provided above and we will handle it from there! If you need any help with filling out the form or have any questions please feel free to reach out.

• Initial Complaint

  Date:03/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a claim in for my totaled vehicle with this company back on 10/10/2024. The purpose to have gap insurance is to cover what my primary insurance did not. The value of my vehicle was $49,907.92. When I spoke with both ***** ******** and ***** (claims manager) they stated that my primary insurance did not pay full value of what my vehicle was worth. Basically, stating that my vehicle was worth $53,674.92 and this is why they deducted $3,767.00. I have spoken to my primary insurance a few times and they have stated along with my credit union that the amount of my vehicle was in fact paid out for what it was valued. *** is refusing to pay the $3,767.00 in which they stated was also deducted from my vehicle as a "conditional adjustment" which you can see on the report it was only on the comparable vehicles. The contract specifically states that the vehicle would be covered as long as it is not over $50,000.00. If you notice on page 17 of ACC report, there is no deduction for the loss vehicle only the others. This company is being unethical and withholding funds in which they are responsible for paying. ***** the manager who I spoke with on 2/28/25 was very rude and unprofessional and continued to argue insisting that there was conditional adjustment and that my insurance did not value my vehicle correctly. I am not sure how this is possible when the report clearly states otherwise. This is not how you should treat a customer that did in fact pay for this coverage. My primary insurance has tried to contact management but has not received a call back from anyone. I have sought legal advice and am willing to proceed with that unless we are able to come to the agreement of *** holding up to their contract agreement and pay the remaining balance owed. I have attached all documents, including Market value report, check and breakdown from primary insurance. Thank you for your time ******* ********

  

  Business Response

  Date: 04/15/2025

  might be a repeat response. 

  Attached is response 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23130509
  
  I am rejecting this response because:

  I have attached documents showing there was no conditional adjustments made other then what is on the report. I have also attached other documents for your review that clearly states what was in fact deducted on my vehicle under the loss vehicle column and nowhere does it have the amount on question listed. Email from my primary insurance stating no deductions were made as well. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/21/2025

  ******* ********' April 21, 2025 response states that "I have attached documents showing there was no conditional adjustments made other then what is on the report."  
  
  That is not correct. On page 15 of the documents ******* ******** just posted the Conditional adjustment is clearly detailed by her insurance company. Please see the attached PDF showing screenshots (from the documents posted by ******* ********) of the uncovered conditional adjustments.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23130509
  
  I am rejecting this response because:
  Under loss vehicle there is no conditional adjustment ONLY on compared vehicles so please advise where it says the amount was taken from the loss vehicle column. There is no amount listed and it's stated by email from the primary insurance that no adjustment was made to my loss vehicle.
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/15/2025

  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23130509
  
  I am rejecting this response because:
  You purchase gap insurance to cover the difference between what primary insurance pays and what is owed on the vehicle. There was no conditional adjustment made and that had been clearly stated from primary insurance and documents provided. I will proceed with court filings.
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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.

  Was in a car accident and after insurance deemed my truck a total loss they only covered 80% of the cost and agreement. After that I found more information that I did indeed have gap insurance through assurance ************ and reached out to them to get everything straight. However 10 attempts later to contact and find out more I am being ignored. They have a job and I paid money for there services However they r not doing anything on there end to provide said services.

  

  Business Response

  Date: 01/22/2025

  The customer has an active gap contract but no open claim, we are not sure who the customer is calling or attempting to start the gap claim with as we are open Monday -Friday 8am to 5:30 MST and have zero correspondents with this customers. the customer can call our claims department any time Monday-Friday 8am to 5:30 MST excluding holidays. claims phone numbers ************ or ************. 

  the customer can also email ******************* or they can open a gap claim in our portal- ******************************.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle from ********************* in ***************** a couple of years ago. Along with this, we purchased an extended warranty, and a ************* policy. Recently, this vehicle was in an accident and was totaled. Primary Insurer, ********** paid their portion. Now we cannot get *** to pay the remainder. *** claims that the dealership needed to furnish a Quote of the remaining warranty value. They did and we provided that through the *** portal, along with all the other required documentation. The claim is still being rejected, claiming that that statement from the dealership is invalid, based on the extended warranty company, **************************, not showing us as a customer. Once again, I have the documentation to state otherwise, even a couple of service invoices that were paid out. Starting to seem shady on the part of *** to me. Have an appointment with a lawyer next week.

  Customer Answer

  Date: 01/14/2025

  Hello.  
  
  Please close out my complaint ID : ********
  We received payment in full on our ************* policy.
  
  Thank you very much.
  
  **** ****
  ************
  

  
  

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Chevrolet Equinox, ***************** with approximately ******* on the date of purchase using AC autopay. I also purchased the extended warranty package for $2,988.00. The contract was never signed by contract holder, and the mileage on the contract was knowingly falsified. On 09/18/2024 the 2017 Chevrolet equinox disabled, I was instructed by ***** at American Assurance to file a claim by selecting a repair shop and having a diagnostic test performed in which I did, now company is declining to cover my repair costs and I have spent thousands of dollars using ********* and have lost my employment as a result of the negligence

  

  Business Response

  Date: 01/07/2025

  Attached is our written response.

  -Thank you 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22725744
  
  I am rejecting this response because: The reading was collected from ***** **** at ****************** not from as the company suggested. Onemain and  also told them that the odometer reading was from 08/2019 and provided proof, the vehicle was housed at Post Recovery Specialist in which an odometer statement was provided as well. As mentioned before agent ***** advised me to take the vehicle to shop to have a diagnostic performed and claim opened. ALL CALLS WE MONITORED AND RECORDED FOR QUALITLY ASSURANCE
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/05/2025

  The contract was purchased on 08/16/2023. At that time, your service contract was entered into the system with the sale odometer reading reflecting ****** miles. On 12/06/2024, AAC became aware of a mileage discrepancy when a repair facility reported the vehicles mileage as ******* miles.
  In accordance with the contract terms and conditions, the contract was canceled for a full refund, less any claims paid. Our records indicate that *** had paid for three tows during the course of the contract, totaling $384.00, before this discrepancy was discovered.
  The cancellation was processed on 01/21/2025, and the refund amount of $2,834.00 will be sent from Autopay to your lender in accordance with the contract terms and conditions
  For an update on when the funds will be reflected in your loan balance, please contact ********************************** at **************. 

  Customer Answer

  Date: 02/05/2025

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

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended service contract as part of my refinance on 06/08/2023. When my lien holder was paid off, on 10/18/2024, I began attempting to cancel the policy and receive a prorated refund. I spoke with the lien holder who said they could start the process but it would be quicker if I went directly through ***. I attempted to use their online contact form, as no email was available, but I never received a reply. I called customer service and they told me I had to cancel by contacting the company that sold me the policy - which directly contradicts the cancellation information in my contract. I finally contacted a lawyer who directed me to follow the instructions in the contract. A cancellation letter, along with required documentation to verify current mileage and that the lien holder has no claim on funds refunded, was sent via certified mail and signed for on 11/07/2024. I have since attempted two more submissions to the online request form and have not received a reply. I need to know what the status is and how things will proceed from here.

  

  Business Response

  Date: 11/20/2024

  Hi *******,
  We have investigated the concern you outlined in your complaint. During our review, we confirmed that we received the cancellation documents you referred to. These documents were received on 11/07/2024, and the service contract was canceled on the same day.
  

  The cancellation refund amount is prorated based on either the time the contract was active or the mileage the vehicle traveled since the sale of the contract, whichever is greater. In this case, the refund was calculated based on time. We determined that ******% of your contract remained as of the cancellation date listed in the letter we received. As a result, we will refund ******% of the contract price, less a $50.00 cancellation fee, in accordance with the terms and conditions of the contract. The total refund amount due is $1,874.74.
  

  Since this contract was purchased through Autopay Direct, the refund will ultimately be issued by them. We notified Autopay Direct of the cancellation via email on 11/13/2024, as part of our regular weekly cancellation process. Typically, refunds are processed within 2-4 weeks from the date American Assurance Corporation receives the cancellation documents to when the selling party issues the refund. For a more detailed status update on your refund, please contact Autopay Direct directly at ************** to reach their cancellation department.

  
  If you have any questions, feel free to contact our administration department at **************. This number is also listed on the bottom of the first page of your contract. Alternatively, you can email cancellation-related inquiries to: ********************************************.
  

  Thank you for your time,
  American Assurance Corporation

• Initial Complaint

  Date:10/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my Warranty on my 2018 ***** Silverado because I got a new vehicle after I traded my vehicle in on July 23, 2024. Ive given them over to 2 months to refund the money and they seem to have a different excuse every time explaining why they cannot give me the refund.

  

  Business Response

  Date: 10/21/2024

  Hi *****,
  
  After reviewing the contract, it appears that the cancellation was delayed due to an open claim. We escalated the matter and were able to resolve the claim, allowing us to proceed with the cancellation. The contract cancellation has now been processed.
  
  The contract was purchased for a total of $2,995.00. Per the cancellation section of the contract, any claims paid are deducted from the cancellation refund amount. A total of $5,380.89 was paid for claims under your contract. With the claims deduction, no refund is due for the cancellation.
  
  For more details, please refer to number 4 of the "Cancellation of Your Contract" section:
  If this Contract is cancelled within the first thirty (30)days and no claims have been filed, We will refund the entire Contract charge paid. If this Contract is cancelled after the first thirty (30) days or a claim has been filed, We will refund an amount of the Contract charge according to the pro-rata method reflecting the lesser of the contract term remaining or the miles of coverage remaining, based on the term/miles selected and the date Coverage begins. In the event of cancellation, the lien holder, if any, will be named on a cancellation refund check as their interest may appear. Where permitted by law, the total amount of all authorized claims will be deducted from all cancellation refunds.
  
   If you have any questions or would like a detailed breakdown of the cancellation,please reach out to us with an email or mailing address, and we will send it to you.

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I knew when i refinanced my truck and they kept trying to sell me this warranty it was gonna be just like the ones in the past that screwed me. The lady said its not like other warranties. Its really good and if your transmission goes out they will help pay to fix it. I called and called to file a claim and left messages and did not get any responses. I even tried to cancel it and they would not help me. Do not give these crooks your money! I paid $3700 dollars out of my pocket to fix my truck. It wouldnt have been so bad if i didnt pay for a joke warranty also. I knew they were the same as all the rest

  

  Business Response

  Date: 09/18/2024

   BBB complaint ***********
  Customer-***** *****
  **************************************
  Contract number -PPA-F00299172
  Customer bought a powertrain warranty from us via an auto refinance company. Our system shows that the customer called us on 3/12/2024 to review the cancellations process and on 4/26/2023 to update his phone number and customer information. We emailed a cancellation form to him. During both of those phone calls, they did not review that there was an issue with the vehicle or that they needed to file a claim. If for some reason when our agent sent him a copy of the cancellation form, it did not get to the customer the only way we are going to know that is if the customer relays that information to us. We did find a missed call from 1/20/24 called in at 6:54pm our time which would be close to 8:54pm the customers time. Our roadside service is always available 24/7 but our claims department is open Monday-Friday 8am to 5:30pm MST. We have been able to make contact in the past during normal business hours, since this complaint we have attempted to reach out twice to the customer to review what claims they might have and/or review the customer's email address for accuracy. We have not received any responses from the customer at this time.

• Initial Complaint

  Date:07/19/2024

  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.

  Scammed me out of my entire payout and left me with a balance. I had a balance of about ****** when I totaled my car my insurance valued my car at ****** and subtracted 1000 from my payout for my deductible. After my lender received the $13,000 check from my insurance, I filed my gap through American Assurance who then told me they would not be paying me anything at all, even though the contract explicitly states I have up to $1000 to cover deductible costs. They did this by subtracting the insurance payout, a conditional adjustment (which my insurance company says does not exist and backed up this notion with the market valuation sent to me and assurance, showing zero conditional adjustments to my loss vehicle), and then adding my deductible benefit, equaling a zero or negative payout to me. American assurance tricking me out of my payout with this arbitrary calculation, knowing that theyre so purpose is to cover the balance left over after my insurance check is paid out is essentially fraud. I confirmed with my insurance company that the only reason I have a balance left is because they subtracted deductible from my payout and the contract in my gap specifically states I have up to 1000 to cover deductibles. If im not covered for the 1000 in deduct costs that im entitled to, I will hire a lawyer on top of filing complaints with the **************** of insurance, the ***** the ***** the ************************* and the ************************* I expect this to be addressed in a timely matter.

  

  Business Response

  Date: 07/25/2024

  We have reached an agreement with the customer and he has agreed to close out all complaints at this time.