Complaints

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:06/11/2025

  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.

  Summary of the Issue
  I hold an Exclusionary Max service contract from Avantaguard covering “all mechanical and electrical components except those listed in Section 9.” The Secondary Air Injection Pump is not listed as an exclusion. Avantaguard denied my claim, citing a vague “emissions and exhaust systems” exclusion, despite covering similar emissions-related parts (e.g. throttle body, PCV valve).
  
  Date of transaction: Claim submitted 06/07/2025
  
  Amount: $913.21 for part + labor
  
  Nature of dispute: Coverage denial based on ambiguous policy language and inconsistent application.
  
  Business response: Claim denied verbally to my mechanic and in writing by their US Claims Supervisor, citing Section 9 exclusion. I have since formally disputed it, requested policy and escalation, but all were refused.
  
  I am requesting:
  - Payment of the full repair cost under my service contract, or
  - Cancellation of the policy with a full pro-rated refund for misrepresentation and selective denial.
  
  Note: At the time of this filing, my request for a copy of the actual service contract was not fulfilled, despite multiple requests in the email correspondence (attached)

  Customer Answer

  Date: 06/11/2025

  Hello BBB,

  Thank you so much for the timely response and ID creation for this complaint. I wanted to communicate an update. Shortly after officially submitting the complaint, I received a response to my email where I repeated my request for an official copy of the service contract for use in next steps, which included filing this complaint. ******, the US Claims Supervisor at Avantaguard replied and let me know that Avantaguard would be covering the repairs for the vehicle after all. I also received a call from my mechanic who confirmed that Avantaguard had called and would be paying for the repairs.
  
  I've included an updated email thread for your records. Please let me know if there is anything else needed, but I would say that this complaint can be closed due to the shift in Avantaguard's position from previous statements.

  All the best,
  **** ******
  ***** ********
  ****@*********

• Initial Complaint

  Date:10/09/2024

  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 purchased a vehicle (2015 Chevrolet Silverado) in July that has a extended warranty under the company called Avanta Guard included in the purchase of the vehicle. In late August, the vehicle's engine malfunctioned and ultimately failed. I made a claim with Avanta Guard and have since been giving a very difficult time getting my vehicle fixed and them to honor the warranty. Throughout this ordeal, they have not communicated with me nor kept me updated about the status of the claim. I've only received updates about the claim when i've reached out to them first or I having contacted the auto repair shop where my vehicle is. They keep telling me they need additional information to approve the claim when the repair shop (which is an actual Chevrolet/GMC dealer and service provider) has provided them with all pictures, videos, descriptions, they have asked for. They keep repeating this same statement, that they need more follow up information and no progress whatsoever has been made in getting my claim approved yet.

  Business Response

  Date: 10/22/2024

  The work order shows the failure was reported on August 28th, but the customer stated the check engine light and issue had started right after purchasing vehicle (July 11th).  As per the terms of the contract pre-existing conditions are not covered. Pre-Existing Conditions are defined in the contract as follows; Pre-Existing Condition: Any condition that existed, or that is reasonably presumed to have existed (as determined by the Administrator), prior to the Purchase Date. Pre-existing conditions are generally related to components/parts that have a wear component associated to the cause of failure. Failures, as 1 described in the above, would be considered a Pre-existing condition if they occurred early in the Service Contract term.

  In addition, the customer has an obligation as per the contract to prevent further damage once an issue has become apparent and the customer failed to do so.

  The customer stated he was driving vehicle with check engine light on prior to taking vehicle to shop. 

   

  Further to this, our adjuster spoke to the customer and explained that we have a video that he sent us that verifies that he was driving the vehicle with a known issue (Motor making noise), along with the information he provided to us initially during a couple of calls with the adjuster.

  Therefore, the claim was denied and will remain in a denied status.

• Initial Complaint

  Date:07/29/2024

  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.

  On 6/22 purchased a 2011 x5 BMW from **** **** *****. I was advised to take out a warranty. I purchased a warranty for 3k for 24 months. On 7/6 the car ran hot and would not go above 40 miles an hour. had the car2 weeks. I contacted the dealership via text messages he said to take it to a shop of my choice. I had it towed to BMW dealership in *********. The tried to reach out to the dealership and Avanta Guard. I was getting the run round about who to contact. When I contacted Avanta Guard they said they would only cover the water pump everything else was pre-existing. Now Avanta Guard does not want to give the prorated amount back. I spoke with the rep ***** ***** at Avanta Guard, and she said there was a glitch in the system and would get back in contact when they speak to the programmer of the system, Then the manager ********

  Business Response

  Date: 08/09/2024

  The customers's contract does not cover water intrusion, and the oil leaks were pre-existing as they did not first start during the 14 day period that he owned the car up until the claim was filed. In addition, his contract was not cancellable at the time he requested as per the terms and conditions of his contract so there is no refund due. 

   

  With regards to cancellations his contract states:

   

  If this Agreement was delivered to You at the time of sale, You may cancel this Service Contract for any reason within the first ten (10) days of purchase and receive a full refund of the Service Contract Purchase Price, provided no claims have been made against this Service Contract. If this Agreement was delivered to You by mail, then You may cancel this Service Contract for any reason within the first twenty (20) days of purchase and receive a full refund of the Service Contract Purchase Price, provided no claims have been made against this Service Contract. Otherwise, only in the event Your Vehicle has been declared a total loss, stolen or has been repossessed, We will refund the pro rata portion of the Service Contract Purchase Price less claims paid and less an administrative fee of $25.00 or 10% of the Contract Purchase Price, whichever is less. The pro rata method for determining the refund reflects the greater days in force or the miles driven based on the term of the plan selected and the date coverage begins.
  All cancellations must be processed through the Selling Dealer. If the Selling Dealer is unable to return their unearned portion of Your total Service Contract Purchase Price due to insolvency, bankruptcy, or being out of business, We will refund their unearned portion to You or the lienholder.

   

  Customer Answer

  Date: 08/18/2024

   I am rejecting this response because: they keep saying it was preconditioned but how would they know? The dealership showed me paperwork that the car had been repaired they said the old had been changed ...the warranty company was not present at the time of the buy... and if it was pre-existing, why did the dealership tell me to buy a coverage for the car that y'all wouldn't cover? If they knew it was pre-existing? Sounds misleading, right?  Unless they were misleading on purpose. I would never buy a car in full and not get the right coverage. This not my first car I've bought. That don't make sense and that's why we here now. They the dealership and the warranty company have been misleading the whole process. How do you sale a car as is and then sale a warranty that don't cover what's wrong with the car? Then when they didn't want to cover the parts that needs fixing, witch is 12k worth more than I bought the car for which is 11k,  they tell me, they will only cover the water pump the...the car can't run without oil n water...that's common sense. If both parties was truthful from jump I wouldn't have bought the car...******** *** showed me on paper that the car was pretty much gonna catch on fire from the electric system..the car had so many issues it was considered a total loss....the dealership n the warranty company are working hand-in-hand to **** people. I'm not the only one who had the same issue within the past month with the same two companies. ****** **** **** read the comments. I work hard for my money as a business owner, and I never invest in a bad car until this point I had to get a new car from ******** *** because the car bought from **** **** and the warranty company was not drivable and Bmw said that the car would be pretty much totaled and told me to cancel the warranty and I can get my money back and when I try to do, so do you want company told me that it's past 14 days for cancellation but during those 14 days, I was trying to get them to fix the car which they did not do so at this point, I proceeded to tell them to cancel the warranty, which they told me it was past the deadline.  they knew the car was messed up, chose not to cover it and chose to lie about it and chose not to get my money back  they only offered me 10% or less of what I paid was 3K for 24 months. How do that work if they don't even give people one Month cancel? That's not ethical nor fair, I got a Warranty on the new car I have and that I have a month to cancel. 14 days to get in contact with a warranty company in regarding fixing a car or canceling it at the same time is not fair nor is it ethical.  At least the warranty company could give me my money back for the warranty that's not being covered on the car that I don't have and that they wouldn't cover.