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.

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  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:05/03/2024

  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 have a covered issue with my transmission. First it took them a week to get an inspector out to look at the transmission just for them to come and say they were not going to cover the issue because I have an uncovered issue (that I already accepted to pay the dealership for) that has been unresolved. I spoke to them multiple times on the phone and they can never give a straight answer to the issue. Now I have to start this entire process over again after I get the uncovered issue fixed... You think paying for a warranty would alleviate stress when dealing with mechanical issues with a car but they've done nothing to help make this process easier for me.

  

  Business Response

  Date: 05/17/2024

  Please review our response in the attached PDF

• Initial Complaint

  Date:02/04/2024

  Type:Delivery 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.

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

  

  Business Response

  Date: 02/06/2024

  please find the Response from American Assurance Corp. document Attached. 

  Thank you

  Customer Answer

  Date: 02/07/2024

  The business has requested a work order/reciept. the attached is the receipt from *************************** reflecting the work has been completed and paid. see reference to my discover card being charged at the bottom of the invoice. If possible can you please provide this to the business as they will not need to pay *****'s directly but reimburse me. Thanks

  Customer Answer

  Date: 02/15/2024

  Greetings, 

  I have provided the repair invoice as request by the business. however, i have not received any further communication or reimbursement. 

  Please advise

  *************************

  

  Business Response

  Date: 03/06/2024

  ok we will submit the invoice over to our payables team. The best way to get an invoice or any documentation to your administrator would be the email address we provided to the shop the day we provided authorization to them or call us directly. BBB is a mediator and not affiliated with AAC and might not get documents to the department needed to get customers paid.  

• Initial Complaint

  Date:12/07/2023

  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.

   
  Complaint: 20974447
  
  I am rejecting this response because: I did my due diligence to report the issue as it occurred, by calling the American Assurance. I was told to take the car to a repair shop and I did that. It took one week for American Assurance to finally accept the claim because they were in search of a used part. The section highlighted in the contract di not specifically make reference to Used parts only. It said NEW or used. I'm asking what discretion they used to only want to pay for a used part? for which I have to wait another week before I can have a vehicle to get to work with and take care of my family. Also, their contract will only pay for a rental for one day if the vehicle is under repair for 8 hours. The total labor hours for my repair is ****. Meanwhile American Assurance can take as long as they want, agree to pay what they want to pay, while the customer suffers. I asked the adjuster what justified their decision, they replied that they're just not willing to pay for a new part unless I want to pay the difference. Well, that's NOT printed in their contract. I would like to know how many other customers had to experience what I had to with no discrimination!!!

  
  Sincerely,
  
  ***********************

  cy if I didnt like what they are saying. I would for American Assurance to let me know if thats how their policy work and if thats the way their employees are trained to treat customers!!!! I have to continue talkie public transportation and taxis to get to work, which they do not reimburse for.

  

  Business Response

  Date: 12/08/2023

  Response attached in PDF form. Also included is a copy of the customer's contract, for reference.

• Initial Complaint

  Date:10/30/2023

  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.

  Wont repair roof window motor, policy says windows are covered, they say, sunroof is not a window, and it obviously is a window, the contract should read sunroof excluded, if they dont consider a window, and they do not exclude this

  

  Business Response

  Date: 10/31/2023

  The Customer has reached out to our claims department with no diagnoses to the sunroof, asking if the sunroof is covered. The customers contract is a name stated contract meaning it list the covered items on the vehicle and if they are not listed then they are not covered. The customers contract does state power window motors among a long list of other parts non of which are a sunroof or sunroof related. We have asked the customer a number of times if the sunroof has been diagnosed and determined it is in fact a failed sunroof motor. The answer is no, it has not been to a shop and he is un-willing to get it diagnosed by a certified mechanic as he stated on a recorded call. We can not tell customers something is covered based off what he feels it might be or what it could be and we have no way of diagnosing the issue over the phone.

  once it is diagnosed by a certified mechanic and the failure is determined to the sunroof, then we can review it for coverage or assistance. 

• Initial Complaint

  Date:08/28/2023

  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 have attached my contract.he phone so I stated to cancel the tow , at this time. The next morning I called a tow truck company myself. I could not wait over 7 hours for a tow again as well as continuing to be told that they would be out in *****minutes out. I have tried contacting the company through their website two times (most recently on 8.17.23 at 3:25pm MT) to see how I could be reimbursed for the tow I had to pay for, since the company was unable to assist me when I went through them. I have not received an email or phone call from the company.

  

  Business Response

  Date: 08/31/2023

  The roadside service is an additional service provider that comes with the mechanical breakdown service contract the customer has with ********************************************* Corp. We can not speak for there associates or management team, or the towing companies in the area that day. to review, road side had not picked up the car from your house in a 4 hour window you felt was acceptable in the morning of Monday the 31st, still leaving an additional 4 hours of time before the shop would have closed, you cancelled the tow and decided to take care of it yourself the following day. you had not reach out to AAC on the 31st to ask for assistance in this situation to see what we could do before choosing to pay out of pocket and take care of it yourself. The contract does not reimburse for roadside towing or events, and AAC has no responsibility to pay the tow bill. We called 3 tow truck companies in the area to determine the cost to tow the vehicle from the customers home to the repair shop the vehicle went to which was a total of 31 miles. ** help the customer, we are willing to pay the highest one of the 3 we found for a total of $270 dollars. 

  Customer Answer

  Date: 08/31/2023

   
  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:06/05/2023

  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.

   
  Complaint: 20145601
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/08/2023

  Response to consumer's complaint is posted in attached PDF.

• Initial Complaint

  Date:05/11/2023

  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.

   
  Complaint: 20048386
  
  I am rejecting this response because: you are trying to interchangeably use diagnosis, the major problem and where the lies come into play is the fact that you do not state anywhere in the contract that you do not pay for diagnosis, you did not cover the LABOR time of 1/2 hr on the pigtail.  I stand with my statement, at least put in your contract under the big bold letters that states "WHAT WE DO NOT COVER", we do not cover any diagnosis time that is all out of pocket.  
  
  Sincerely,
  
  *************************** nothing about diagnosis and since every shop has to do that prior to a repair you would think that should be at the top of the list if they dont pay for it. In the end, I was out of pocket for over $300.00, this company will lie, cheat and steal from you.

  

  Business Response

  Date: 05/16/2023

  Please see PDF containing our response to this complaint. We make an offer to resolve this complaint which goes above and beyond the terms of the customer's contract.

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** vehicle protection plan in May/June 2022 for a vehicle that was later deemed a total loss. After 6 months of trying to get my ***************** to communicate with AAC for the *** claim, the proper paperwork was sent overnight in the mail and also digitally via email on 12/27/2022. It is now January 17, 2023 and I have a letter from the lienholder and debt collector demanding payment and threatening repossession for a vehicle that Liberty Mutual auctioned off months ago. AAC has yet to process the payment, and have continually said the email does not exist even though I am also a recipient and can confirm it was sent to the address which the AAC agent, ***, specified. My credit has dropped over 140 points because these companies have fumbled paperwork and been totally remiss. This has severely impacted my quality of life. Upon further research, I have found that AAC has a history of not paying out for claims, to the point where they had charges brought up in court resulting in millions of dollars in late *** payments to customers. I am concerned this company is not operating with integrity, and I would like this resolved immediately.

  

  Business Response

  Date: 01/17/2023

  AAC is an administration company and have no way of accessing a customer's personal data and information from both their lender and insurance company. On 5/29/2022 We provided both the customer and later his insurance company a detailed list of the documents required to process the claim as well as a description of them. On 7 different calls we had reviewed what documents were missing and what we needed to process the claim and at no time were there additional documents requested that were not on the first emailed document request letter. As the customer pointed out we did not receive all of those documents till 12/27/2022. The claim has been processed and is in its finally step of review as of today and will be to payables before the end of the week. At no time did we advise the customer to stop making his car payments, we also did not cause any additional delay in the processing of the claim. I would advise the customer bring up these grievances to his insurance company who not only could not provide requested documents in a timely manor but also greatly undervalued the customers vehicle in there pay out. In response to AAC having a history of not paying out claims, that is just down right false information. AAC has a 4.9 star ****** review rating because we provide a high quality of service for our customers. AAC underwent a voluntary self-audit with the ***************** in 2021 and paid out approximately $100,000 of extra gray-area claims working in conjunction with the State. These were claims which are normally not covered by any existing Gap coverage but which fell under a gray area of the CO gap laws, and we elected to decide in favor of our Gap customers and voluntary pay them out .

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2021 KZ Durango Gold ** on or about June 10, 2022. On July 28, 2022 we purchased a Warrenty for the ** to cover everything. On August 2nd 2022 unfortunately we came back to Rv and the temperature on the inside was on one Thermostat was 94 And on another was 100. This was about 6:15 PM so we called the administrator ********************* and reported it as described in the contract. He told me to contact repair company for the ** units unfortunately it was too late in the evening to be able to get anybody out that evening. The next morning an ** repair company came out and diagnosed the issue. And they diagnosed that the units were not working correctly and needed to be replaced. I called back ***** to inform him what I was told. In the conversation he said he needed to talk to his manager. The next phone conversation he stated that they were denying it because the contract was only 6 days old. I explained to him that it had been 100 or warmer for the past two months unfortunately weather it was six days six months six years we purchased the warranty and it went out after we paid in full for the warranty. He asked me to send him the *** Checklist we received when we bought the ** and the repair estimate from ** repair company. I did and then called to make sure he received and left message. Did not hear back from him so I emailed and called again. I've called numerous times and have emailed and have yet to hear back from him or the warranty company to get this situation taken care of. I need some help to get this resolved as soon as possible as ** in the ** is not working while it's so hot outside. We stayed at a hotel on Tuesday night and then rented a cabin at the ** site the other nights as to hot to sleep in **. ***** said that we would be reimbursed for cost of staying elsewhere. Thank you for your assistance.

  

  Business Response

  Date: 08/19/2022

  Contract #: PRVA00363211
  Customer: ***************************
  
  On 8/3/22 a claim was called in for 2 failed AC units. This was 6 days after ******************** purchased the service contract for his 2021 Durango Gold RV. The claim was denied per section F of What is Not Covered in ********************* contract (below) due to the contract only being in-force for 6 days.
  F. FOR ANY PRE-EXISTING CONDITION KNOWN TO YOU OR FOR ANY MECHANICAL BREAKDOWN OR OTHER FAILURE OCCURRING BEFORE COVERAGE TAKES EFFECT OR PRIOR TO THE CONTRACT PURCHASE DATE, OR IF THE INFORMATION PROVIDED BY YOU CANNOT BE VERIFIED AS ACCURATE OR IS FOUND TO BE DECEPTIVELY INACCURATE.
  
  ********************** claim has been reviewed with management and our claims manager is actively working with ******************** to resolve his claim. We have found 2 new AC units which are exactly the same as what ******************** currently has in his RV and have contacted the shop where his RV is at, Giddy-Up & Go RV Services, to advise we will authorize $3,350.51 for the parts and replacement of both his AC units.
  
  The $3,350.51 covers the full cost of replacement including the 2 AC units, shipping for both units, labor (per the shops requested time/labor rate), taxes, and an additional $100 profit per unit to the shop as additional profit.
  
  We have offered the following 2 options to ******************** and are pending his decision:
  
  1) Order the units and have them shipped to Giddy-Up & Go RV Services, or a different shop of ********************** choice, and pay the shop directly for the authorized labor amount once we have received a signed invoice.
  2) ******************** provides us a receipt, or signed invoice from a shop, showing the repairs were completed and we will reimburse ******************** the authorized amount of $3,350.51.
  
  We look forward to resolving this claim with ******************** and hope to hear from him soon with his decision on how he would like us to proceed.