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 has 4 locations, listed below.

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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

  
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  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:03/18/2023

  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.

  This business doesn't want to honor my warranty

  

  Business Response

  Date: 03/22/2023

  We received the complaint filed by ******************** that indicates only that his warranty is not being honored, and includes a copy of his ********************** Contract (Wheelz Contract).  Our records indicate that ******************** purchased his Wheelz Contract in June 2022 when he bought a vehicle from *************.  Since that time, we have not been contacted by ********************, the selling dealer or any repair facility regarding the vehicle or his Wheelz Contract, and no claim has been filed with us. If ******************* can provide additional information we would be happy to address his concerns.

• Initial Complaint

  Date:02/16/2023

  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.

  Original Complaint ID: ******** (still pending).I received a call from *************** 2 days after submitting a complaint through the BBB. The dealership will not due it's due diligence and advised for me to contact **** to get my money back. I contacted **** and they are telling me to go through *************** since I purchased THEIR warranty through them. I'm being treated like a ping pong ball because neither party wants to reimburse my $1120.06 for service that was supposed to be covered. **** will not acknowledge the truck went in for the same problem twice and it was supposed to be covered both times according to ***************. Now, I am told I have to wait another 30 days for a reply.Original complaint: My husband and I purchased an extended warranty on our 2015 Silverado. Work was done on the truck Nov. 2022 and we were unknowingly charged. When *************** did not fix the vehicle - we brought it back Dec 2022 for them to fix it again. We were advised it was covered under the warranty and did not have to pay. We inquired about the last bill we paid and we were advised that we should not have paid and we would get our money back (all but the deductible). ******** from *************** claims she submitted the info Dec 2022 and it would take 18 days. I called on 1/18/2023 and she claims she had to resubmit it and it would take another 18 days to receive our $1120.06 back. I have contacted ******** and she has not gotten back to me. We submitted all the proof to *************** and both ******** and the manager stated we should not have paid for the service and we are due a refund but they will not give it to us. FYI: The truck still isn't fixed - the truck is still idling very hard but now the warranty is expired. They did not fix it Nov or Dec 2022. My husband is a retired US Marine (served over 20 years).

  

  Business Response

  Date: 03/03/2023

  American Auto Guardian, LLC,formerly American Auto Guardian, **** (AAGI) received your notice enclosing the complaint filed by ********************************************* regarding the denial of coverage for certain repairs to her 2015 Chevrolet Silverado under her ************************* Contract (AutoGuard Contract). **** is the administrator of the AutoGuard Contract ************************ purchased when she bought her vehicle from *******************.
  
  In her complaint, ************************ references another complaint she filed with the Better Business Bureau in **********. **** has confirmed with the ********** office that AAGI is not a party to that complaint.
  
  ************************ states she has an ongoing problem with her truck running or idling roughly. It appears that the truck was taken to ******************* in November 2022. **************************** diagnosed the problem and replaced the fuel pump at a cost of $1,120.06. In December, *********************** returned to ******************* and AAGI was contacted to start a claim because Ms. *********** truck was running rough and stalling. Hawthorne Chevrolets technician diagnosed a failure of the vehicles mass air flow sensor.AAGI authorized replacement of the sensor and paid for the repair under the Contract.In her complaint, ************************ indicates at that time she was told by **************************** that the November repair was covered under her AutoGuard Contract and that she should not have had to pay for the repair. AAGI was not made aware of the repair until January 19, 2023, when we received documentation from *******************. Ms. *********** AutoGuard Contract expired on 12/31/2022.
  
  Ms. *********** AutoGuard Contract specifically states in several places that only authorized repairs will be covered and that coverage will be denied for any repairs completed without prior authorization. Prior authorization is required so that AAGI can independently determine whether the repair is necessary and covered under the AutoGuard Contract, and to determine the most cost-efficient options for the repair or replacement of the failed parts. ************************ had a responsibility to notify the repair facility of the existence of the AutoGuard Contract and advise them to follow the procedures in it.
  
  Although AAGI properly denied the claim initially, in the spirit of building positive customer relations and goodwill,we have determined to reimburse ************************ for the amount AAGI would have authorized had her claim been filed properly, less the amount of her deductible.  ************************ has accepted our offer and we believe this matter has been successfully resolved.

• Initial Complaint

  Date:01/12/2023

  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.

  I am not being refunded what I should be for cancellation of my extended coverage and they will not give me a straight answer about what I was given back to little. **** was what I paid and *******was what I was refunded. I canceled after driving less than a year and under driving 10k miles.

  

  Business Response

  Date: 01/04/2023

  This is for the wrong Business, the actual  business is for  American auto Guardian and they are located in **********.  Also see the attachment. 

  Customer Answer

  Date: 01/06/2023

  The top image label starting with 7BD6E163 shows what I paid ($3,796) for the coverage from American auto at the end of last year when I I purchased this vehicle used from ********** in ****** **. The second image shows the check of what I was refunded ($1,193.27) when canceling the coverage, after never entering the warranty coverage miles thus never using it.I was told of a $50 fee but they have refused to give me an explanation about why the refunded amount was so much less. 

  

  Business Response

  Date: 01/26/2023

  We have successfully worked with **************** to resolve the questions he had regarding the refund due him regarding the cancellation of his ************************* Contract and this matter has been resolved.