Complaints

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

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  American Auto Guardian, LLC

  1700 E Golf Rd Ste 700 Schaumburg, IL 60173-5839

  
• 

  American Auto Guardian, LLC

  PO Box 610 Mount Prospect, IL 60056-0610

  
• 

  American Auto Guardian, LLC

  PO Box 925 Arlington Heights, IL 60006-0925

  
• 

  American Auto Guardian, LLC

  13708 Lakefront Dr Earth City, MO 63045

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:12/20/2023

  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.

  Bought a used car 2014 Kia *** and signed an extended warranty for ****, for 3 years; up to *****. Per the dealer, it was a bumper to bumper. Car was having issues, I took it into the shop and found out the engine was all sludge up and now needs replacement; after a year. The shop, summited the claim and they will not cover it. Stating "engine sludge improper maintenance". Well, I have all the maintenance records. We did 4 oil changes in the last year. I was sold a car with sludge in the engine. Why is it my fault when, I did the responsible maintenance on the car? Why is it my fault the dealership sold me a car with sludge. Why do we even have extended warranties to supposedly cover items like these. This company is a scam. They want you to pay, but then cover nothing. They did not even ask the shop for the maintenance records. Now I am having to pay 5K out of my pocket to get the engine replaced. I have all the records. This needs to be resolved and covered. You cannot hold people liable for something a dealership did to them.

  

  Business Response

  Date: 01/12/2024

  We are sorry to hear that **************** is dissatisfied with the service she received from American Auto Guardian, LLC (AAGI). AAGI is the administrator of the ********************** Contract (Wheelz Contract) that **************** purchased when she bought her 2014 KIA *** LX in September 2022.  At the time of purchase, her vehicle had ****** miles on the odometer. **************** is a valued customer and we appreciate the opportunity to further explain why her claim was denied.
  
  According to our records, the repair facility called American Auto Guardian, LLC (AAGI) on November 18, 2023 to start an engine claim and AAGI advised the repair facility to obtain Ms. ******* authorization to diagnose the cause of failure and extent of any damage to the vehicles engine. On December 8, 2023, **************** contacted our office and reported that the repair facility informed her that an inspector came out the prior Friday (December 1), and that on Wednesday,December 6, we advised the repair facility to complete an engine flush, which did not fix the issue.  We explained to *************** that no inspection had been scheduled and that we would never tell a repair facility what type of maintenance service to complete. **************** also mentioned that she was told about sludge in the engine.  On December 11, **************** advised AAGI that she was pulling her vehicle from the first repair facility, and on December 14 we received a call from a second repair shop to advise that Ms. ******* Kia *** was now in this shop for the engine repairs. The second shop informed AAGI that his technician found the engine failure was due to sludge buildup which restricts the proper and necessary flow of motor oil which is critical to the operation of the engine. The second repair shop submitted several pictures showing the heavy sludge buildup.
  
  We understand that **************** has had routine oil changes for her vehicle since it was purchased, and AAGI did not suggest that the sludge buildup was due to a failure on her part to properly maintain her vehicle.  As contract administrator, it is AAGIs responsibility to evaluate each claim based upon the terms and conditions of the contract purchased.  The Wheelz Contract provides in Exclusion H.18 that failures due to sludge buildup or lubricant blockage are not covered. **************** has suggested that the sludge was present inside the engine prior to her purchasing the vehicle. However, Exclusion H.7 states in bolded text that Breakdowns resulting from conditions whether known or unknown to you that existed, or may reasonably assumed to have existed,before you purchased your vehicle (pre-existing conditions) are also excluded from coverage.
  
  While we can understand Ms.Appelts concern, AAGI provides coverage defined by the terms of the contract. Based on the language of the Wheelz Contract and the repair shops diagnosis and pictures, we conclude AAGI correctly denied coverage of the engine claim. We would welcome the opportunity to consider any additional information **************** would provide for us to be better able to evaluate the claim. 

• Initial Complaint

  Date:11/15/2023

  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.

  The contract I was provided show me a pay out amount and they never paid. Have ignored me and told me they owe nothing

  

  Business Response

  Date: 12/01/2023

  We received the complaint filed by ******************; however are unable determine if he is one of our contract holders because we cannot locate an account under his name with the limited information included with the complaint. We request that ****************** provide a copy of his contract or contract number so that we may address his concerns.

• Initial Complaint

  Date:10/26/2023

  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.

  Our 2017 **** Escape was purchased on September 6th in 2017. Other than for routine maintenance it hasn't required any significant upkeep. On August 27th of 2023 the "check engine" light came on. I tried to get an appointment ASAP, but was informed by **************************, the service advisor, that they couldn't examine the car until September 12th of 2023. He stated that as long as it was running without any obvious impairment there was no need to examine it sooner. When it was finally evaluated on September 12th, it was found to have a defective engine that required replacement. When we contacted American Auto Guardian they said it was our problem even though the problem arose within the warranty period. We'd appreciate your assistance in resolving this problem. Thank you, ***********************

  

  Business Response

  Date: 11/22/2023

  According to our records, ******************** called American Auto Guardian, **** (AAGI) on September 14, 2023, to inquire about the ************************* Contract (AutoGuard Contract)on his 2017 **** Escape. AAGI informed ******************** that he purchased the AutoGuard Contract on September 6, 2017, with a $100.00 deductible for a term of 72 months or ****** miles, whichever occurs first. AAGI explained that his contract had expired on September 6, 2023. Based on the information provided to us, we are examining the claim to determine if the breakdown occurred during the coverage period and whether the breakdown was caused by a factor not covered under the contract. We are in communication with the repair facility and the contract holder and hope to resolve this matter promptly.
  

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20785636
  
  I am rejecting this response because: I've heard nothing from either the auto dealership or the insurance company.

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

  

  Business Response

  Date: 12/22/2023

  We have reviewed this matter in more detail and appreciate the opportunity to consider the additional information provided by *******************. AAGI was not contacted about a claim before the contract expired, but based on the information provided, we concluded that the claim was one that we should cover under the provisions of the contract. We believe that the repairs have been paid for and Mr. ********* complaint has been resolved fully to his satisfaction. We are glad that we could successfully conclude this matter.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20785636
  
  I am rejecting this response because: I haven't received a check yet.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/02/2024

  Our records indicate that ******************** deposited our check on December 30, 2023, and we believe this matter has been settled in full.

  Customer Answer

  Date: 01/03/2024

   
  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. They honored their promise and I'm completely satisfied. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/02/2023

  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.

  On 10-08-2016 I bought my new car from ****** after buying my car I asked about the extended warranty. The sale representative told me that the warranty would cost **** dollars and it will cover any repairs bumper to bumper under the car and under the hood. However, I was deceived and lied to. Auto Guard is insisting on not authorizing payment for the total cost of the recommended repairs that needed. What I was told does not coincide with the language in the contract. I believe the sales representative was not honest and truthful. In addition no readable information about the extended warranty was provided or given to me to read at the time of the purchase of the vehicle warranty in complete details .I really need your help to resolve the problem Im having with Auto Guard. Thank you very much!

  

  Business Response

  Date: 10/11/2023

  We are sorry to learn that ************** believes she was misled by the dealership that sold the ************************* Contract (********* Contract) to her. The standard practice is for the dealership to give the contract to the customer for review prior to purchase, and a copy of the fully signed contract would have been included with copies of her other closing documents. AAGI is the administrator of Ms. ****** ********* Contract, and ************** contacted us in September 2022 to find out when her ********* Contract would expire.  She also requested a copy of her contract on September 15, 2023.
  
  According to our records, five repair claims have been filed under Ms. ****** contract, all of which pertain to problems with the front struts of her 2016 ****** Rav4, as follows:
  1) January 28,2021: A ****** dealership called AAGI to start a claim for both front struts. AAGI authorized the repair and paid the claim in full, less Ms. ****** deductible. 
  2) March 3,2021: The same repair facility started another claim for the vehicles front strut bearings, which was also authorized and paid.
  3) September 11,2023: Another repair facility called AAGI to advise that the vehicles front struts were making a creaking noise but their technician could not find a failure. The struts were not leaking and were working as designed by the manufacturer.
  4) September 14,2023: The first ****** dealership called AAGI to report that the vehicle was now in their shop for the same noise concern but their technician could not find a failure either.
  5) September 25, 2023: A third repair shop called AAGI to inform us that the vehicle was now at their shop and they discovered a failure to the left front strut and strut bearing. AAGI told this third facility that an independent inspector would be sent to verify the failures. The inspector arrived at the facility on September 27, 2023, to perform the inspection and was informed that ************** took her vehicle and left no indication of when she would return to allow the vehicle to be inspected.  
  
  As explained in Section K.5 of Ms.****** ********* Contract, AAGI reserves the right to require an inspection of the vehicle prior to any repairs being performed. Exclusion H.23 states that components or parts which have not failed or resulted in a breakdown are not covered.
  
  Based on the language of the ************************* Contract and the fact that trained technicians from two different ****** dealerships were unable to find any failures to the struts,AAGI was unable to authorize repair of Ms. ****** front struts and strut bearings under the claims filed September 11 and September 14.
  
  AAGI has not denied the claim filed on September 25 the claim remains open pending an independent inspection of the vehicle.  We request that ************** return her vehicle to the third repair facility so that an independent inspection can be scheduled so that we may adjudicate the claim under the terms of her ********* Contract. 

• Initial Complaint

  Date:09/22/2023

  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.

  Vehicle warranty issue that warranty company authorized repairs but only paid a portion of total bill and refuse to pay remaining balance

  

  Business Response

  Date: 10/11/2023

  We received the complaint filed by *********************** requesting full payment of his claim.  Thank you for bringing this matter to our attention.  A review of our records indicates that, after subtracting Mr. ***** deductible,AAGI paid the repair facility two payments totaling $3,514.38 on September 22,2023; however we have determined his claim was inadvertently underpaid by $36.01.  Our check for the underpayment is being mailed to ************ directly.  

• Initial Complaint

  Date:08/15/2023

  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.

  My vehicle had a failed lifter I understood that I had a warranty and I purchased this warranty thru gmc, when I purchased the vehicle. The vehicle was dropped off and the dealership contacted them (aagi) about the diagnosis and what they suggested. Everytime they contacted them they had some kind of disagreement or problem. Dealership suggested cam and lifters bc the pushrod and lifter was bent and it was some wear on the cam. Aagi refused and only said it needed pushrod and lifter. So bout two months in the truck is finally ready for pickup. I get the vehicle and drive 20/30 miles and the truck does the exact same thing as before I call the service guy that was taking care of me and he say go to the nearest gmc. I call aagi to let them know what was going on and they recommend that I take the car to the original gmc shop, but now Im about a hour from the original dealership. The new dealership runs diagnosis on the truck while its there, they codes come back a program,tune so the new dealership put the program on it and the original shop pays for it! We pick it up and 20 mins laterit does the same thing. So we call back to the new dealership and they say bring it back! We drive it back and this time they say its the master cylinder and they replace it. So I pick it back up and it does the exact same thing again! This time it comes back that its the same lifter again, but this time its major west on the cam and now its wear on the cylinder walls. So the warranty company does everything the warranty company ask to finally try get this done even breaks the motor entirely down, front half of the truck is completely torn apart and neither the dealership or the warranty company feels they are to blame! I feel they both to blame and should work together to fix it! So aagi say they not coving it bc the miles in between n failure to show the cam was needed! But when I talked to a sup he read back the statement hisself saying it was slight wear on the cam

  

  Business Response

  Date: 08/31/2023

  American Auto Guardian, LLC (AAGI) is the administrator of the ************************* Contract that *********** purchased when he bought his vehicle. According to our records, a repair facility contacted AAGI on July 20, 2022, to start a claim for ************** vehicle because the brake master cylinder had failed. AAGI authorized and paid the repair facility for the master cylinder repair. On June 5, 2023, a second repair facility called AAGI to start an engine claim. Their technician discovered that the #7 exhaust lifter had failed. An inspection report, prepared by the independent inspector AAGI sent to inspect the vehicle, stated that the engines #7 exhaust lifter was pitted and worn. There was no failure or wear demonstrated to the engines camshaft or cylinder head. Subsequently, AAGI authorized the replacement of all eight lifters in the engine.
  
  AAGI received another claim call on August 1, 2023 from the second repair facility advising AAGI that the vehicles engine was running rough. Their technician found scoring on the engines camshaft and cylinder walls. The inspection report, prepared by the independent inspector AAGI sent again to inspect the vehicle, stated that the engines camshaft, connecting rod bearings and cylinder walls were scored from metallic debris leftover in the oil pan from the previous lifter repair. The inspection report indicated that the engines oil pan was not properly cleaned out of debris after the initial lifter repair.
  
  ************ is a valuable customer and we understand his frustration with needing additional repairs. Although breakdowns caused by improper repairs are normally excluded from coverage under the terms of ************** AutoGuard Contract, AAGI authorized the additional repairs to his vehicle. We wanted to make sure the engine in ************* vehicle was fully repaired. We have spoken with ************ regarding the additional coverage and believe he is satisfied with this resolution.

• Initial Complaint

  Date:08/09/2023

  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.

  On June 14, 2023 my 2016 Chevrolet Equinox stopped while driving on the highway. I immediately called for a tow and had it taken to DT ****************** I advised the mechanic not to touch the car because it has a warranty. June 19, 2023, I called American Auto Guardian (AAGI) and described the issue. AAGI advised I should have the mechanic call them directly. If the issue is found to be a cause covered under the warranty, they would approve the repairs and provide me a rental. I provided the mechanic, *************************, with the pertinent information he needed to make the call. He communicated with them the same day and was advised by the warranty company to take apart the car to confirm his findings of an engine issue. ****** provided that the following for what the issue is:The timing chain was stretched and needs to be replaced.The valves on the head and the head gasket need to be replaced.The water pump kit would need to be replaced.He further advised that it would likely be better to replace the whole engine, but AAGI immediately dismissed this notion. On the 19th of June, they advised an inspector would be dispatched to the shop to review the car and provide a report on the issue. It took myself and ****** calling several times before they sent the inspector. Inspector did not come until July 12, 2023. Who reported back to AAGI there is carbon emissions on the valve, which was caused by me. Per the mechanic there is no way this is the issue, and they advised an inspector will revisit the shop to do a second review. Currently, no inspector has come back and the reps at AAGI have been dodging the issue. ****** even tried to provide the video of the issue. This is beyond frustrating because I have paid for the car and warranty faithfully, just for the company to evade my attempts to utilize a warranty contract I am within my rights to expect performance from. This is August 8, 2023, the car has been unused since June 14, 2023.

  

  Business Response

  Date: 08/16/2023

  According to our records, a repair facility contacted American Auto Guardian, LLC (AAGI) on June 19, 2023, to start a claim because there was an engine issue with ****************** vehicle.The repair facility informed AAGI that a repair technician diagnosed the engine as having bent valves in the cylinder head and a worn timing chain. The independent inspector reached a different conclusion once the engine was torn down for examination.
  
  Our records indicate that we spoke to **************** twice, once on June 30 and again on July 11 to explain what needed to be done to complete the claim review. AAGI did not hear from the repair facility until July 11. The repair facility contact stated that they spoke to someone at AAGI on July 10 regarding the status. AAGI has no record of any call from the repair facility on July 10.
  
  After speaking with the repair facility on July 11, AAGI scheduled the inspection for the following day (July 12) and tried to contact the repair facility to follow up.  We contacted **************** on July 18 to request that she have the repair facility call us because we were unable to contact them directly.
  
  When the repair facility contacted us on July 18, we advised them that the inspection report stated that the engines #2 exhaust valve was burnt due to carbon buildup, causing low compression in the engine. There was no failure or wear demonstrated to the engines timing chain. We explained that the valve failure was not covered, and that if they could demonstrate a failure to the timing chain, we would request another inspection.  At that point, the repair facility hung up on our adjuster.
  
  AAGI has had ongoing difficulty contacting the repair facility since **************** first filed her claim, which continues to cause delays in finalizing the claim. In her complaint, ********************* suggests that the repair facility tried to provide a video to AAGI. Our records indicate that we have had no contact with the repair facility since July 18,and we have no record of receiving any video.
  
  AAGI relies upon the language of the AutoGuard Contract when it determines whether a repair is covered.Exclusion H. Paragraph 18 of ****************** contract states that breakdowns caused by carbon buildup are excluded from coverage. The independent inspectors diagnosis identifies carbon buildup as the cause of the mechanical breakdown to the engine. At the time of this response, AAGI has yet to receive a call back from the repair facility to indicate that the vehicle is ready for a re-inspection. We appreciate Ms. Baileys concern with the speed of completing the repair and are willing to work promptly with the repair facility to complete the repairs covered by her service contract.
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20443590
  
  I am rejecting this response because:

  At no point during the opening of a claim with AAGI did the company reach out to me. I initiated the calls on my end, to find out how to file a claim, what the next step would be,if my claim was approved and when I would receive a rental in this process. 
  
  The video mentioned can be sent separately as it is too large to attach here and is from July 3, 2023 was sent to AAGI's independent inspector who said they could not take the video because they felt it could belong to any vehicle. They rejected this video stating it could be another vehicle and the then requested the repair facility take the car apart in order to see more of the claimed engine issue. There was a period between July 3, 2023 and July 12, 2023 before the inspector actually showed up to even inspect the car after I called AAGI on July 11, 2023. I was told there was an issue with contact from the repair shop, but I have never had an issue contacting them. On July 12, 2023 is when the inspector could see the engine and exhaust valve that he claims is the issue from carbon emissions. Logically speaking, the car should be drivable based on this assessment. How does the carbon emission stop the engine from working while driving if there isn't a different cause? 

  
  I welcome the warranty company actually committing to the repairs, without having to chase them to do so. I have advised the repair facility to reach out again to set up the re-inspection and hope their proposed resolution. 
  
  Sincerely,
  
  ************ ******

  

  Business Response

  Date: 09/05/2023

  Thank you for the clarification regarding the video. We want to work with the repair facility, but we have had difficulty communicating with them. Absent different information, we believe the some of the repairs needed, such as the burnt valve, result from carbon buildup according to the independent inspection report. As a result, those repairs are not covered by the contract unless there is some evidence to the contrary. Any other repairs,such as the timing chain replacement claim, need to be confirmed so we can determine if they are covered by the contract. You indicated that you have asked the repair facility to contact us regarding the repairs, however we have not had any further communication with the repair facility since July 18.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20443590
  
  I am rejecting this response because:

  This is an interesting response and nothing like what was said prior to this complaint. It is false that AAGI has not been in contact with the repair facility, after the last response they reached out and were told that they would get a call back on August 18, 2023. The repair facility and I called on three way to speak with AAGI on August 21, 2023 and he was told by AAGI that they would no longer be able to speak with him because the issue is now being handled by legal outlets. I can't describe how frustrating it is to be outright lied to and essentially defrauded from a contract I paid for the ability to use with no cause. 

  What is the next step to resolve this since you are saying you can't reach someone who you clearly have not tried to reach and you have left me ******* and no way to transport my family for more than two months? There has been no courtesy to even supply a rental car to at least manage transporting us around since happened. There has also been no attempt be prompt in reply. Even further, the repair facility still has the vehicle dismantled per your instructions and was told that the customer would have to pay as your company is not responsible for a repair even after you requested it be taken apart. 
  
  Sincerely,
  
  ************ ******

• Initial Complaint

  Date:08/04/2023

  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.

  So the problem is my rear differential went out so they saying the cause of the problem that is leaking but I didnt see no leaks nor when I took the car in where I purchased it at said they seen any leaks confirmed by manager ****** so its covered by the warranty but they dont want to fix it.

  

  Business Response

  Date: 08/09/2023

  According to our records, a repair facility contacted American Auto Guardian, LLC (AAGI) on July 28, 2023, to start a claim because there was a loud humming noise coming from the rear of Mr. ******** vehicle. The repair facility informed AAGI that a repair technician discovered active leaks from both the engine oil filter housing and the rear differential assembly. AAGI is the administrator of the ************************* Contract that ****************** purchased when he bought his vehicle.
  
  The inspection report, prepared by the independent inspector AAGI sent to inspect the vehicle, stated that the engines oil filter housing was leaking and that the rear differential showed evidence of long-term leaks to both rear axle seals. The rear axle leaks caused a very low fluid level in the rear differential which, in turn, caused a failure of the side bearing due to lack of lubrication.
  
  AAGI relies upon the language of the AutoGuard Contract when it determines whether a repair is covered.Exclusion H. Paragraph 18 of Mr. ******* contract states that breakdowns caused by failure to maintain proper levels of lubricants are excluded from coverage. The independent inspectors diagnosis clearly identifies lack of lubrication as the cause of the mechanical breakdown to the differentials side bearing. As a result, AAGI authorized the repair of the oil filter housing; however, because a breakdown due to the lack of adequate lubrication is excluded from coverage, we are unable to authorize repair of the differential.
  
  We understand Mr. ******* frustration with partial coverage of the repairs he sought.If **************** can provide us with any additional information regarding the nature of the breakdown that could cause us to reevaluate our conclusion, we would welcome the opportunity to consider it.

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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.

  07/20/23 **************** denied a normally covered repair for a single reason of excessive rust. Funny thing is that the only rust on the entire vehicle is the exhaust manifold which is what needs replaced. It's a TOTAL COPOUT! I did research that shows that this is a common problem on all 2014 Dodge Rams. These crooks found a loophole ti not cover these repairs. I will be filing with the courts. If I had to guess, this will probably turn into a class action lawsuit.

  

  Business Response

  Date: 07/25/2023

  According to our records, the repair facility contacted us on July 18, 2023, to start a claim because both exhaust manifolds were leaking exhaust gases. We were advised that the truck was driven in for maintenance and a technician discovered the leaks.
  
  AAGI sent an independent inspector to verify the failures. The inspection report states that the exhaust manifold bolts were rusted.  Several of them were so heavily rusted that they had deteriorated, which caused a lack of proper tension and pressure on the exhaust manifold which allowed the exhaust gases to leak between the exhaust manifolds and the cylinder heads. The inspector also noted that the lack of proper tension from the rusted bolts may have distorted or warped the exhaust manifolds themselves.
  
  We can appreciate Mr. ********** frustration with the situation; however, the AutoGuard Contract ********************** purchased does not provide comprehensive coverage for every mechanical breakdown. Exclusion H. Paragraph ***************************************** corrosion are excluded from coverage.The independent inspectors diagnosis clearly identifies rust as the cause of the mechanical breakdown.
  
  Based on the language of the independent inspection report and the ************************* Contract, AAGI correctly denied coverage of Mr. ********** exhaust leak. If ********************** is able to provide to us any additional information that would contradict this diagnosis, we would be willing to consider it and reevaluate our conclusions. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20351605
  
  I am rejecting this response because: It's a cop out and easy out to blame rust as excluded from coverage when it's a part that rusts nearly the day you drive a new car off the new car showroom. If this was just a couple years newer the repair needed would have been covered by the factory. *** truck is a 2014 with roughly 85k miles. *** warranty I purchased was the very best they offered and was represented as a "bumper to bumper" warranty.  Who reads the fine print? If we all read the fine print on every purchase we made nobody would buy anything nor would anything ever get done because we'd all be busy reading. This is an absolute COP OUT! IM GOING TO AN ATTORNEY IN REGARDS TO A CLASS ACTION LAWSUIT! This company is a ripoff artist, a sham, and should be an  embarrassment to the dealership that sold it to me! 
  
  Sincerely, ***********************;
  
  ***************************

  

  Business Response

  Date: 08/08/2023

  We have explained to ********************** that some types of repairs are not covered under the contract he purchased. ********************** appears to be relying on verbal statements made to him at the time of the sale. This reliance contradicts the clear language of his contract. For example, just above the signature line,it states:

  BY SIGNING BELOW, I ACKNOWLEDGE THAT I HAVE READ,UNDERSTAND AND ACCEPT ALL THE ***** AND CONDITIONS OF THIS VEHICLE SERVICE CONTRACT, AND THAT I AM NOT RELYING ON ANY ORAL OR WRITTEN REPRESENTATIONS THAT ARE NOT CONTAINED HEREIN.

  Verbal claims are excluded to avoid any confusion about which repairs are covered under the contract. We are required to follow the language of the contract when we review claims to determine if a repair is covered. Unfortunately, breakdowns caused by rust or corrosion are not covered.If ********************** can provide us with information that points to a cause other than rust, we are willing to re-evaluate our conclusion.

• Initial Complaint

  Date:05/22/2023

  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.

  I recently was out of state for a family trip and my car broke down. The caliper had completely seized and my tire was smoking. I immediately called AAGI to make sure that the caliper was indeed covered. I was told twice that morning that the caliper and tow would be covered. I was also told that it didnt matter where I went and to have the auto shop call before they do any repairs to get the final authorization. I had my car towed and the auto shop did discover the caliper had completely seized. They called AAGI as I instructed them, with all the information needed. The auto shop called me and said that they were on the phone for an hour trying to get authorization but they said someone would need to come look at it and it would be 4 days to get there! This was not an option and I was already told twice that morning that I was good to go. *** tried filing the claim and asking about an appeal process because this is simply not fair or good business. They denied me any reimbursement, for either the tow or caliper. I followed all of the protocol with multiple conversations. It is so very disappointing. Im hoping to hear back from them with a resolution.

  

  Business Response

  Date: 05/26/2023

  We have received the Better Business Bureau e-mail dated May 23, 2023 enclosing the complaint of ******************* regarding the denial of coverage for certain repairs to her 2014 Jeep Grand Cherokee under her ********************** Contract (Wheelz Contract).

   

  A review of our files shows that Buddys Towing and Repair contacted AAGI on April 13, 2023, to start a claim because the vehicle had a failure to the right front brake caliper and the right front brake hose. AAGI informed ************* that an independent inspector would be sent out to verify the cause of the failure and the extent of any damage. AAGI explained that the inspector would arrive within 48 hours, and that the shop should not clean or repair anything on the vehicle. AAGI was told that the consumer may not be able to leave the vehicle,but they would check with ************ and call back to confirm. We heard nothing more from the repair facility regarding this matter.  On April 17, 2023, we received an email from ************ advising ** that the repairs had been completed and she was seeking reimbursement.

  
  
  Ms.***** Wheelz Contract provides in Exclusion H.1 that any repairs made without prior authorization are excluded from coverage. AAGI requires that all repairs be authorized in advance so that we may determine whether the breakdown is covered under the Contract and to ensure that the most cost-effective options for repair or replacement of the failed parts are explored. Additionally,Exclusion H.8 provides that hoses are excluded from coverage.

  
  
  Based on the language of the Wheelz Contract, AAGI correctly denied coverage of Ms. ***** brake caliper repair because of the lack of prior approval; however, in the light of the unusual circumstances surrounding this repair, AAGI has decided to reimburse ************ for the caliper repair and the maximum towing charge authorized under her contract, less her deductible. We appreciate this being brought to our attention and hope that this satisfies Ms. ***** complaint..

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20092417
  
  I am rejecting this response because:
   I received the last message that AAGI was sending me a refund. I still have not received this refund in the mail. Thank you. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/03/2023

  We appreciate ************ bringing this to our attention.  We mailed a reimbursement check for the cost of the repair, less deductible, to ************ last week.  If for any reason ************ does not receive the check by July 15, we request that she contact us directly.