Extended Warranty Contract Service Companies
American Guardian Warranty Services, Inc.
Complaints
This profile includes complaints for American Guardian Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 110 total complaints in the last 3 years.
- 37 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2025
Type: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.
May 22, 2025,Dear sirs/madam, we noticed this Spring that the air conditioning in our Renegade Valencia was blowing warm. I took it to the repair facility for a state inspection and asked them to check out the A/C for this problem. The A/C blew warm because there was no refrigerant in the system. The system has a leak. There were no obvious signs of leakage or damage to any of the components. The problem has not been resolved or repaired. **** wrote back that my policy did not cover A/C recharge. They ignored the fact that there is a leak. I wrote back today: I am upset and dismayed regarding your denial of my claim. I continue to be amazed at the lack of understanding you and your associates have regarding how an automotive air conditioning system works. It does not appear that a proper investigation was completed relative to the facts and circumstances of this loss. Your letter and lack of a proper investigation led me to believe you are more interested in closing this claim with a denial rather than just paying what you owe. I hope this isnt the case. Freon or refrigerant itself does not wear out or expire in a properly sealed and functioning air conditioning system. The refrigerant is not a consumable. Unlike gasoline in a car, freon is not burned or used during the cooling process. You could have easily looked this up on ****** and come to the proper and correct decision. Instead, it looks like the representative in this case just shot from the hip and decided this wasnt a covered loss. They werent interested in doing an investigation on my claim. They were only looking for a reason to deny it. I dont think it was ignorance on their part. I think it was intentional. This has been my experience dealing with ****.
Business Response
Date: 07/08/2025
American Guardian Warranty Services, Inc.'s reply to complaint ******** is attached. Thank you.Customer Answer
Date: 07/12/2025
Complaint: 23542836
I am rejecting this response because: Compass (AGWS) is more interested in denying your claims rather than paying what they owe. Their categorizing of an A/C recharge procedure as a maintenance item is simply untrue but it is convenient way to deny more claims.
A maintenance item is a procedure that you need to perform regularly on your vehicle in order for it to continue to operate as it should. An example of this would be oil changes, tire rotation, brake checks and/or fluid top offs. The refrigerant (Freon) in an A/C system NEVER wears out. Its either in there or not. If a leak develops in this closed system, the refrigerant will leak out as mine did. It not only needs to be replaced but the leak found and repaired.
Sincerely,
****** BrassBusiness Response
Date: 07/22/2025
American Guardian Warranty Services, Inc.'s response to complaint ******** is attached. Thank you.Customer Answer
Date: 07/24/2025
Complaint: 23542836
I am rejecting this response because: In their latest Denial letter this company says that the agreement provides coverage for failed components but that none were specified. No parts were specified because the leak has yet to be found. It cant be located unless it is charged with Freon with a dye. This is all part of the repair diagnostic procedure. AGWS considers this a maintenance procedure rather than a repair. Any properly trained (*** Certified) employee would know that it is not normal to replace Freon on a regular basis. It doesnt appear that **** has any associates that understand mechanical repair procedures.Unfortunately, AGWS has shown me on previous claims that their motto of Every Way Forward only pertains to them as they leave their customers behind to pay the repair bills on their own. Make no mistake about it. You will be stuck with the bill if you go with them.
Sincerely,
****** BrassInitial Complaint
Date:06/29/2025
Type: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 was totaled over 30 days ago. I contacted **** and provided them with the proper documentation. The process started fast but has quickly come to a halt. My claim is stuck in payment pending approval status. I have contacted the company on multiple occasions. The last time I was told my claim would be moved to finalization and to check back in 24hrs. It has been over a week. I need to purchase a new car it will not be able to do so because I still making car payments on my old car. I dont understand why it is taking so long to pay the balance. Do I need to contact an attorney?Business Response
Date: 07/08/2025
American Guardian Warranty Services, Inc.'s response to complaint ******** is attached. Thank you.Initial Complaint
Date:06/18/2025
Type: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.
**** repurchased my 2023 Mustang Mach-E well over a month and a half ago and AGWS STILL hasn't refunded the ancillary ************ protection, or the *** protection I had purchased from them through the dealership during the initial purchase of the Mach-E.Business Response
Date: 07/01/2025
American Guardian Warranty Services, Inc.'s response to BBB complaint ID ******** is attached. Thank you.
Customer Answer
Date: 07/01/2025
Better Business Bureau:
This was clearly a failure on behalf of **** **** **** and not ****. **** **** **** handled the purchase and repurchase of my vehicle, so its clear that theyre negligent. 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:06/17/2025
Type: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 bought a 2015 **** escape 2 1/2 years ago. I also at that time bought the warranty for my car for protection. turbo is leaking oil. My garage filed a claim and they have denied it saying that I havent changed the oil in 12 months. But have proof that I have changed the oil and they sent it to them. They have not responded back. This has been going back-and-forth. I need my car repaired. I need this repaired. Its an oil leak and can do damage to my car. I have an appointment to put it in the garage to get repaired, so I would like to be reimbursed for what I pay.Business Response
Date: 06/27/2025
American Guardian Warranty Services, Inc.'s response to BBB complaint ******** is attached. Thank you.Customer Answer
Date: 06/27/2025
Complaint: 23479448
I am rejecting this response because: I have provided all the records for my oil changes along with a mileage and Vin number. The garage has provided all the records also. I would like reimbursed for the repairs to my car. Thank you.
Sincerely,
****** *******Business Response
Date: 07/07/2025
American Guardian Warranty Services, Inc.'s reply to Ms. ********* rebuttal response is attached. Thank you.Customer Answer
Date: 07/07/2025
Complaint: 23479448
I am rejecting this response because: the garage took pictures of my car because American warranty wanted photograph. As for the oil change, I did have it done at another drive-through business. I went and got that paperwork and the garage. **** Tires has worked on my car sent everything in again. In their answer to my complaint, they keep saying to call, but I do call and they tell me what I needed and I send it but never have I received a response. And they dont return the calls to **** Tires either. OK.
Sincerely,
****** *******Initial Complaint
Date:06/05/2025
Type: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 warranty, when I purchased my new truck. This warranty was presented as bumper to bumper with a $100 deductible. I took my truck to a *** shop for several necessary repairs:*** assembly replacement Calipers SD Navigation system Upon contacting the company, the repair shop was informed that none of the repairs would be covered without proof. As a result, I had to return to the dealership so they could take detailed photos and submit them for review. **** only approved partial coverage and outright denials.They refused to pay the full cost of OEM parts, citing the availability of cheaper, refurbished parts online.They allowed only 1.1 hours of labor for the *** assembly replacement, though industry-standard repair time estimates range 2.5 to 3.5 hours.They denied the calipers, claiming the photos did not include video evidence of the actual leak. They did acknowledge visible signs of brake fluid leakage in the 14 submitted photos.They denied necessary gaskets, sealants, and lubrication on the grounds that they were not needed for the repairs. This is both incorrect and unacceptable. These ensure a proper seal, prevent leaks, and support the safe and functional completion of repairs.Throughout this process, both the shop and I have made numerous attempts to contact your company for clarification and resolution. Despite our efforts, your team has refused to honor the warranty in good faith, and my truck has now been sitting in the repair shop for a week.This experience has been frustrating, time-consuming, and costly. I am therefore requesting the following:Full coverage of all listed repairs, using OEM parts at standard MSRP.Labor reimbursement based on accepted industry labor time standards.Inclusion of all required components (gaskets, sealants, etc.) to complete the repair correctly and safely.A written explanation for each denial, with reference to the specific terms in the warranty agreement that were used to justify them.Business Response
Date: 06/18/2025
American Guardian Warranty Services, Inc.'s response to Complaint ******** is attached. Thank you.Initial Complaint
Date:06/05/2025
Type: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.
This has to do with a warranty on my car. They are denying a claim as my scheduled maintenance was less than 30 days late. In fact it was 10 days outside of their ***** ****** window. The original purchase date of the vehicle was 5/25/2019, so the maintenance was due 5/24/2024. I purchased the vehicle on 6/30/2023. When I was advised I needed the maintenance I had it done. That was on 6/22/2024. There ***** ****** works out to be 18.5 days, so I was less than 10 days outside of that windowBusiness Response
Date: 06/16/2025
American Guardian Warranty Services, Inc.'s response to complaint ******** is attached. Thank you!Customer Answer
Date: 06/24/2025
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,
**** Jo ********Initial Complaint
Date:05/19/2025
Type: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 ************* with *********** (AGWS Claims) with a car purchase on 11/25/2022. My wife was hit by another vehicle on 2/26/**** (**** ****** PD report #****-3642) & deemed totaled (no-fault) by our auto insurance. The claim was submitted with all requisite paperwork (including auto insurance payoff balance) to Compass by 03/13/**** (Claim #AC00021543). Since then ******* has provided no updates nor will provide updates after several calls to their support number ***************). They have given no alternate or escalation path to contact anyone with any knowledge of the actual status for our payment. In the mean time, we are continuing to pay for the totaled vehicle we have not had since late February. We are a one car family so we need help if *********** a minimum, we expect AGWS Compass GAP to pay the residual value of the totaled vehicle as evaluated post-insurance payoff ($13,675.76), thereby honoring the contractual agreement formalized when purchasing the vehicle. We are currently considering pursuing additional compensatory and/or consequential damages.Business Response
Date: 06/02/2025
American Guardian Warranty Services, Inc.'s response to BBB complaint ******** is attached. Thank you.Customer Answer
Date: 06/08/2025
Complaint: 23352650
We do not accept the response from ************************** for the following reasons:
- The only time Compass Gap notified us throughout this entire process was to respond to this BBB complaint.
- The delay by Compass Gap forced us (their customers) to continue to make payments & "pay down" the gap for the loan. They clearly used this method to justify dropping their payoff amount to $11,814.63 (still $1,861.13 below our remaining balance, by the way).
- Compass closed the claim without informing us what the status was OR the amount paid. We had to discover the claim was closed via their website (see screen shots).
- We had to call-around to validate Compass had submitted the funds, & how much was paid, as written in the BBB response. We had to call the car dealership, they had to call their **** then the dealership *** had to contact someone at ******* to get the status. We were notified 2 days later that ******* had sent a physical check in the mail directly to GM.
- Having no confidence remaining in Compass Gap intentions or processes we had to wait for validation from ** that the payment was made prior to submitting this BBB response.
- The support number provided by Compass Gap is staffed by people who have no knowledge of the status or process beyond the insufficient data already provided on the ******* website. The support staff also has no ability, or won't provide, a number for escalation or questions.
Summation: It is our belief that ************************** would have continued to force us to pay down more of the loan gap at best, or attempted to not pay at all, had we not submitted this complaint to the BBB. This is a company that clearly maximizes profits at the expense of customer care.
Sincerely,
*** *********Business Response
Date: 06/17/2025
American Guardian Warranty Services, ***** response to the rebuttal posted on Complaint ID ******** is attached. Thank you.Initial Complaint
Date:05/19/2025
Type: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 Financial Services Manager at ******** of ***** at Seffner sold us the Windshield+ product with a MODIFIED agreement (copy attached) - we never got formal agreement from company. I have submitted forms at *************************************** never heard back. I just submitted again.Business Response
Date: 06/02/2025
*************'s response to BBB Complaint ******** is attached. Thank you.Customer Answer
Date: 06/04/2025
Complaint: 23351488
I want to confirm what *** ****** your National Sales Manager is acceptable. We were sold on premise no claim with our insurance company would be needed, if we had issue you would pay up to $1,000.00 regardless of if we made a claim with our insurance company.
Sincerely,
****** ******Business Response
Date: 06/13/2025
Hello. Usbergo's response to the rebuttal filed to complaint ******** is attached. Thank you.Initial Complaint
Date:05/07/2025
Type: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 in 2021 that included a warranty from American Guardian Warranty Services (AGWS). I am having mechanical issues that should be covered by the warranty and the level of customer service and follow up with dealership and myself has been horrible. I have called and been put on hold for long periods of time, sent emails with no response, and when I finally talk with an associate the response was cold. I asked to speak with a member of management I felt my concerns were not heard and AGWS main focus is to deny claims although they have presented a product to the dealership/customer that they do not deliver on. I strongly encourage dealerships and customers to avoid this company as a ********************** option.If AGWS is not willing to pay for services they should fully refund the customer the amount that was paid for the **************************** culture of dismissing customers questions and concerns does not rate an A rating by BBB.Business Response
Date: 05/15/2025
American Guardian Warranty Services, Inc.'s response to BBB complaint no. ******** is attached. Thank you.Initial Complaint
Date:04/30/2025
Type: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 contract number is AUM82222093. This is an RV extended warranty. It was purchased on the terms of 5 years, ****** miles from current mileage (22k at time of purchase)To date, approximately 25k miles and 2.75 years have elapsed. I have recently submitted valid claims against this warranty, however they were denied on the grounds that the contract is expired. The reason is that the the contract states '****** miles', but the company is denying because the actual mileage is 52k, and they are claiming the contract is *********** of two things must be true.1. I purchased a warranty that was good for 50k miles from purchase of the contract, and the repairs must be covered.2. The contract is expired, and I paid the price of a 50k contract, for a 25k mile contract. This means I must be refunded the difference as I was NOT given what I paid for.Either covering the repairs, or refunding me and making so my contract was only for 25k miles as is being claimed is acceptable. The contract is very clear that this is 50k mileage term, not UP TO 50k total miles on the vehicle.Business Response
Date: 05/08/2025
American Guardian Warranty Services, Inc.'s response to BBB complaint No. ******** is attached. Thank you.
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