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:03/22/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Company has been holding my warranty claim for 7 business days, saying its under review and is not moving forward to replace the transmission in my vehicle that is clearly covered under my bronze plan. So I have a daily driver that I'm making a loan and extended warranty payment on that is not drivable. They are also not communicating with the ***** dealership.

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 auto Warranty from Auto TechGuard (ATG) for my 2016 *** ** on June, 6, 2022. Paid $4k contract for 4 years for bumper to bumper repairs. I dropped off my *** to ***** in Lake Bluff IL on October 6, 2022 which is the dealer that services all my cars. ATG decided to moved my car to *********** in Des Plaines IL to service the vehicle. ATG called on October 8 to request maintenance records and bill of sale but they claimed never received it at the time so I resend on Nov 9. **************** at *********** called to say that I needed to pay $700 for transmission fluid flush out of pocket, otherwise, warranty will not fix my vehicle. After going back and forth about this transaction I approved it since I had no choice. Finally, I received a call from ATG mid-December stating the car needs a new transmission and they have found an used one which they will be placing an order and shipping it to the service shop at ****'s. Since I did not hear from anyone on January 9, I called the service shop for an update and was told they have not received the transmission. I called ATG they said a new order will be placed for the transmission to have it shipped to the shop, not sure why it took so long to order almost a month. I called the shop again on January 19 for an update hoping my car was almost done but unfortunately they never received the transmission and they are having a hard time getting answers from ATG. I called ATG and they keep telling me they will call me back but I never get returned calls. This is going on almost 4 months, it is unacceptable and unprofessional. I had nothing but bad experience not to mention that person who first called me from ATG was very rude an unprofessional. It is very difficult to find a legal firm that handles these types of situations to take this case. I was referred by a lawyer to contact BBB as best option, perhaps I can be pointed towards the right direction. Hoping with your help this issue can be resolved swiftly.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 6-27-2022 and 6-28-2022 I attempted to contact Auto Techguard about my alternator not working and needing to be replaced. I was unable to get anyone on the phone either day so I ended up having to purchase one of pocket from ******** on 6-29-2022. I attempted to contact them a few days later to cancel my warranty because of their poor service. I was unable to make contact once again. On 7-6-2022 I was involved in an accident and my vehicle was declared a total loss. I notified both ********************* ****** and Auto Techguard and I still have not received my refund. I spoke with *********************** at ****************************************** about the refund on Nov. 1, 2022 and she said she would follow up with Auto Techguard because they hadn't responded to her either. I immediately called Auto Techguard afterwards and the rep was extremely rude. She stated that she could only correspond with the auto dealer & I told her that I would be filing complaints as well as leaving a negative review. I emailed *********************** the following day and informed her what had happened and she stated that they were extremely rude to her as well and that they are the only company that she has major issues dealing with. I asked if they still utilize Auto Techguard after all of the complaints and she responded unfortunately they do. I need to be reimbursed for the out of pocket expenses that I made for repairs that were covered under the warranty and also refund the portion of my warranty that was not utilized due to the vehicle being totaled. Approximately 2/3 of the warranty was not utilized. The vehicle mileage when purchased on 3-23-2022 was 89,165 and less than 4 months later on the date of 7-6-2022 it was declared a total loss after the accident and the mileage was 102,040. The warranty purchased for the amount of $2595.00 was to cover 36 months or 36,000 miles. The miles driven were 12,875 which would leave 23,875 unused for the warranty. 

• Initial Complaint

  Date:08/18/2022

  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 is my 3rd party warranty company that was sold to me when I purchased my vehicle. I have broken down 3 times on the side of the road. My fuel tank reads 1/4 tank, but the vehicle shuts off thinking there is no fuel. I took my vehicle into a dealer to have it looked at, as my other mechanics said ******** would have to do the repair. The ******** dealer worked with my 3rd party warranty to get coverage. It took over a week to receive my denial to my claim because Auto TechGuard continued to drag their feet. They were looking for every loop hole possible to avoid processing my claim. They would tell me one thing and then tell the mechanic another. All paperwork would be filed that was requested by Auto TechGuard, and they would always find something else that was missing. They wanted to do a **** inspection on something that cannot be zoom inspected. That took 2 days to process. When they finally sent over an inspector, he was there for a short period of time. My mechanic did everything possible, short of dropping the fuel tank to prove that the problem with the vehicle. But it was not good enough. Auto TechGuard reps were repeatedly rude and hung up not only on the shop, but also me, their customers. I am exasperated. I have requested to speak to someone else, and I was denied that option. I have tried being civil, but that gets nowhere. They say they need proof of the failure. I have asked them, "What other proof do you need?" The system will not offer a failure notification. I break down on the side of the road. So, I will again have to break down on the side of the road, have them tow me in to get resolution. I am a single mother with children. This is not safe for me or my children. This company does everything possible to refuse paying their claims. They are rude and incredibly unhelpful. I am their customer who pays for their service, a service they do not uphold.

  Business Response

  Date: 09/02/2022

  Dear *** *******, 
  Auto Tech Guard (ATG) is a fully licensed and isured Vehicle Service Contract provider. 
  The consumer brought her vehicle into a repair facility on August 3, 2022. ATG was  contacted by the facility on August 8, 2022. The consumer stated to the repair facility that  “The fuel guage once reached ½ to ¼ car will shut off because thinks there is no fuel.”  The rapir facility reported to ATG that the fuel pump and both of the fuel senders for the  pump needed replacement. This seemed highly unlikely, as the vehicle was able to be  driven. ATG proceeded to question the repair facility regarding the diagnosis and they  did not respond with concrete information. The head technician at ATG then spoke with  the repair facility’s shop foreman who finally confirmed the fuel pump is operational,  only they wanted to replace it because of the manufacturer’s recommendation when  doing this type of repair. ATG explained to the foreman that we can only cover failed  parts, not recommendations and to please tell us which parts have failed. They shop  refused to do so. ATG then sent a third party ASE certified inspector to view the vehicle.  
  The inspection report states:  
  “The technician has never verified the issue. The vehicle ran with no issues at the time of  the inspection as the tank is full, however, marks half a tank. They are just going off the  customer's complaint. The technician states that he thinks what is happening is that the  left fuel pump is running out of gas due to the right pump not pushing fuel over to the left  side which feeds the engine and that’s why the car dies out, but the tank still reads half a  tank. The inspector verified the diagram of the fuel senders. See photos. The repair  facility declined to perform a DTC scan at the time of the inspection. There was no freeze  frame data demonstrated. There were no TSBs, test plans, or diagnostic flow charts  demonstrated. The inspector is unable to conclusively verify if the fuel senders can be  replaced without the fuel pump replacement. The connections to the fuel pump do not  show any signs of cuts or tears. There were no other failures seen or demonstrated. There  were no further diagnostics performed.” 
  Based on the shop being unable to demonstrate any failure, ATG could not provide  coverage. No repairs were made to the vehicle and the consumer took it out of the shop. 
  The customer brought the vehicle back to the same shop on August 20, 2022, with the  same concerns listed above. This time, the shop provided diagnostic trouble codes which  lead our technicians to believe that only one fuel sender had failed and nothing else,  however we needed confirmation from the shop that this was accurate. After us asking  the same questions repeatedly, the shop service adviser decided to arrange a call with his  service manager and our head technician. The call was very pleasant. ATG described the  reason for the claim being held up, as well as the conversation with the shop foreman  during the previous visit. The service manager finally admitted that one fuel sender was 
  all that needed replacement. Later that same ATG provided authorization for the failed  component.  
  Thank you, 
  Ryan M***** 
  Auto TechGuard