Complaints

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

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  iA American Warranty Corp.

  2400 Louisiana Blvd NE Bldg 4 Ste 100 Albuquerque, NM 87110-4329

  
• 

  iA American Warranty Corp.

  PO Box 30250 Albuquerque, NM 87190-0250

  

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:10/04/2024

  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.

  Purchased a 2014 Chevy Malibu in October 2023 that had a pretty clean car fax report and seemed to be in good working order at the time. I purchased a ~$2499.99 3-year 36k auto warranty. The car was noted to be leaking oil less than a month after purchase. About 5 or 6 months in, the leaking got worse and the car started running hot and a loud knocking noise was noted upon starting and driving the car. Took the car to a certified dealership in ~May 2024 only to find that the entire engine/transmission needs to be replaced and that someone had superglue to plug a hole in the antifreeze reservoir and anti freeze was leaking out from that. The price tag for repairs was over $14000.00 which is more that what the car is worth and what I paid for the car. The warranty company refused to pay for the repairs and *** ******* (dealer) stopped answering my calls. I reached out and filed a complaint with the ** ******** ********** for fraud and have not received any further information from them after they communicated that they sent the business owners a notice/letter. I have called the ** ******** ********** ****** at least 3 or 4 times and it’s been about 5 months since I initiated the complaint. This auto damage needs to be corrected at the $14000.00 price for repair cost, or the remaining balance due on the auto loan needs to be paid in full - $9992.00 USD, which is less than the cost of repairs) needs to occur for the resolution of this matter.

  Business Response

  Date: 10/13/2024

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

  October 13, 2024
  
  Re: BBB Complaint No. 22379075
  Contract Holder: ******* ******
  Vehicle Service Contract No. ************* / Claim No. ************
  2014 CHEVROLET CRUZE – VIN No. *****************
  
  We are in receipt of Better Business Bureau Complaint No. ********* This written response is tendered
  on behalf of ******* ******** *********** ********* *********** the administrator obligor for *****
  ********** ******* ******* ******** *** ************* *******. As the administrator obligor, *******
  ******** evaluates the repairs submitted by the repair facility, determines what is covered under the VSC
  and once an invoice is submitted, pays the repair facility for the approved costs. Please note this product
  is not a warranty – it is a Vehicle Service Contract.
  
  Upon receipt of the complaint, we reviewed our records and found the following:
  
  May 10, 2024 - Claim No. ************ was opened with ******* ******** by the repair facility, ******
  ********** ******* ******** advised ****** ***vrolet that a third-party inspection would be required to
  confirm the cause of the failure to evaluate the claim for coverage under the VSC. ******* ******** advised
  Junction to obtain the contract holder’s authorization to tear down the point of the failure and report
  back their findings and provide an estimate.
  
  That same day, *** ****** contacted ******* ******** to inquire about the tear down requirement. The
  ******* ******** Claims Representative explained a third-party inspection would be required to confirm
  the cause of the failure to evaluate the claim for coverage under the VSC. Determining the cause of the
  failure is necessary to evaluate a repair for coverage under the VSC.
  
  Section H of the VSC grants ******* ********* the administrator/obligor, the right to evaluate a repair and,
  if it is determined necessary, to order a third-party inspection of the vehicle.
  
  H. WHAT THE OBLIGOR WILL DO WHEN A CLAIM IS REPORTED
  We will determine the extent of coverage, subject to the terms and conditions of this Contract. To
  that end, We will verify the Failure with the Licensed Repair Facility, verify coverage, determine
  the Cost of the repair, and authorize the claim for any Covered Repairs (The claim is not approved
  unless authorization numbers are given to the Licensed Repair Facility).
  NOTE: (1) At Our option, a Covered Part may be replaced with new parts, remanufactured parts,
  or with used parts of like kind and quality.
  (2) We reserve the right to inspect Your Vehicle to verify a Failure(s). In addition, if a dispute arises
  between the Licensed Repair Facility and Us, We reserve the right to relocate Your Vehicle to a
  Licensed Repair Facility of Our choice at Our expense. In the event We determine that a repair in
  question is not a Covered Repair, then You are responsible for any cost incurred.
  
  In order for a third-party inspector to evaluate a vehicle to determine the cause of the failure, the vehicle
  must be torn down to the point of the failure. Tearing down a vehicle to the “point of the failure” is
  necessary so that the breakdown is accessible and visible for a third-party inspector to properly evaluate
  the failure and provide an inspection report.
  
  ******* ******** ***********
  ***** ******* **** * ******** ** ***** * ************ * *********
  
  
  ALL-GNL-21
  Section G outlines the contract holders’ obligations, including but not limited to the contract holder’s
  obligation responsible for authorizing and paying for any teardown or diagnostic time needed to
  determine if your vehicle has a covered breakdown.
  
  4. Ensure that the Licensed Repair Facility contacts the Claims Department for instructions prior to
  any repairs, as authorization must be obtained from the Obligor before starting any teardown or
  repairs. You are responsible for authorizing and paying for any diagnostic time or teardown fees
  needed to determine if Your Vehicle has a Covered Breakdown. If the Obligor determines that there
  is a Covered Breakdown, then We will pay the reasonable cost of the diagnostic time and teardown
  fees as part of the Covered Repair. The Claims Department can be reached at 1*************.
  
  The product *** ****** purchased in not a warranty– it is a Vehicle Service Contract. The VSC is a product
  designed to defray the cost of auto repairs by reimbursing the contract holder for qualifying repair
  expenses - it is not intended to provide "all inclusive" coverage for repair expenses. In addition to
  describing coverage and benefits the VSC also includes exclusions and limitations.
  
  *** ****** complaint appears to be primarily regarding dissatisfaction with the fitness of the vehicle
  delivered to her at time of purchase. As has been stated, the VSC is not a warranty intended to guarantee
  the fitness of a vehicle at time of purchase. It does not involve “underwriting” at the point of sale to
  identify coverage risks specific to a covered vehicle. Issues with the condition of the vehicle she purchased
  will need to be directed to the dealership.
  
  As of the date of this response, ******* ******** has not received confirmation that the *** ****** has
  authorized teardown, so an inspection has not been scheduled.Without a proper diagnosis and cause of
  failure identified, ******* ******** *is unable to evaluate the repair for coverage under the VSC at this time.
  If *** ****** l would like to move forward with a claim under the VSC, she will need to authorize the repair
  facility to diagnose and perform the tear down required for a third-party inspector to evaluate the vehicle.
  
  Consumer Support Team
  

• Initial Complaint

  Date:03/19/2024

  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 bought a car about 2 months ago with warranty. The car broke down and took it to a shop and it ended up being the transmissions. Which was supposedly cover by the warranty. They denied warranty because of modifications of which I didn't make, I bought it like that. I called and they said they are not paying because the car wasn't supposed to have warranty because of modifications but it did came with warranty. I'm sending a screenshot of the guy from the dealer the send me pictures of the jeep and it has all the modifications already.

  Business Response

  Date: 04/02/2024

  Please find attached response. FASC requests this communication remain private and not posted publicly. Thanks! We received BBB Complaint No. ******** regarding the denial of Claim No. ************ filed under
  Vehicle Service Contract No. *************** (“VSC”). This written response is tendered on behalf of
  First Automotive Service Corporation (“FASC”), the service contract obligor/administrator for the VSC. As
  the administrator obligor, FASC evaluates the repairs submitted by the repair facility, determines what is
  covered under the VSC and once an invoice is submitted, pays the repair facility for the approved costs.
  Please note – the product your purchased is not a warranty.
  Upon receipt of the complaint, we reviewed our records and found the following:
  To properly adjudicate Claim No. ************, FASC retained a third-party inspector to evaluate your
  vehicle to determine the cause of the failure. A cause of failure is necessary to determine coverage under
  the VSC.
  The third party inspector reported that the repair facility demonstrated that the vehicle does not shift out
  of second gear. The transmission fluid was full but smells thermally degraded. The inspector found a long
  term leak at the left rear area of the transmission. The engine is leaking oil and it appears the power
  steering pump is also leaking. The inspector did not see signs of damage caused by an impact, but he did
  observe damage that appeared to be from the vehicle being driven off road as there were scratches to
  the under fuel tank skid plates and undercarriage. The inspector also noted there were permanent codes
  stored including ***** and *****. He also found other drivability, emission and ABS codes saved in the
  history. The inspector determined that the symptoms, fluid condition, and history code are consistent
  with an internal mechanical transmission failure.
  Based on the information provided by the third party inspector and the date of the purchase of the
  vehicle – January 20, 2024 - FASC determined the failure was long term and pre-existing the purchase
  date of the vehicle.
  Additionally, during the inspection, the inspector found that the following modifications:
  • Oversized tires
  • Drive shafts are modified
  • 2-6 inch suspension lift
  • Axles are not in stock configuration
  (The suspension and axles are modified for off roading)
  • Fenders are aftermarket, Front and rear bumpers are aftermarket, CB radio, LED lights

• Initial Complaint

  Date:03/10/2024

  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 traded in my vehicle a 2021 Nissan Rogue Sport that I purchased at ****** ****** in ******** **********. I purchased a warranty from iA warranty group during the time I purchased my Nissan, and I went to the dealership asking for help on how to cancel this warranty since my vehicle was traded in. I filled out a form on 8/8/23 requesting the cancellation. The dealer sent the request to iA warranty group where I called to see what the status was, and I was told that they had cancelled the warranty already, and that ****** had the funds to refund me. I went to the dealership and was told they have no idea . I am requesting my policy for Vin # ***************** to be confirmed it has been cancelled, and who is responsible to refund me. Thank you
  
  Regards,
  ******* ******

  Customer Answer

  Date: 03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/26/2023

  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.

  They denied my gap claim because I got a ticket and that is against the law

  Business Response

  Date: 12/29/2023

  Mr. ****,

  We sent emails to you acknowledging we received your request to reevaluate the GAP
  benefit claim.  We sent a response regarding our decision on December 14 via ** **** to the address in our records. Please see the attached documents. If you have additional questions, you can
  contact the GAP Claims Department at **************.

  Consumer Support Team

  Customer Answer

  Date: 01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/25/2023

  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 the 4/4/23 my GRANDSON purchased a Automobile with a car WARRANTY from ******** ********** **** *******, a two weeks later about around the 27th the car broke down and he was told to bring it to ****** ***** that he's got WARRANTY on his car. After bringing it there he found out he needs a new TRANSMISSION the mechanic who worked on the car got in touch with the company and was told no! just replace the the Valveboody **** the mechanic did. ****** my GRANDSON paid 297.95 and picked up his car
  A week later he broke down out of town we made arrangements to bring the car back to ****** ***** and **** got to work on it and again called the WARRANTY company at that time he was told that **** can replace the TRANSMISSION but only a used on with 65 thousand miles and no WARRANTY .
  my GRANDSON Agreed , but we were told that the WARRANTY company is not paying the bill how ever thay did pay 993.39 which leaves a out standing bill of 2,033.81 and my GRANDSON was billed for it .

  Customer Answer

  Date: 11/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  first they have told us that the transmission wasnt under warrenty and then they said it was.

  seconud they said to inspect the said part but u cant know for sure that it works without installing said part

  third. they said they remeburst the constract holder ( me ) then also said rememburst ***** *****.

  it sounds like their pointing fingers instead of relizing what was said on their own constract of warrenty
  
  
  
  
  
  Regards,
  
  
  
  ***** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 11/14/2023

  Please see attached response. We request this communication
  with the consumer remain private and not posted publicly. 

  Customer Answer

  Date: 11/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]