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American Auto Shield

United States, Colorado

Consumer reviews about American Auto Shield

American Auto Shield PR Consultant
Jan 27, 2012

Failure to honor warranty

Please allow me to address some of your concerns and to offer our assistance. As a claims administrator for vehicle service contracts, American Auto Shield is in fact obligated to adhere to the terms of any contract we administer. While our services begin the day of purchase, there is a 30 day / 1000 mile waiting period from the true and actual odometer reading and sale date of the contract in which the contract does not provide coverage. These terms exist to protect vehicle service contract providers from unreasonable expenses and consumers from unreasonable costs to buy coverage by eliminating coverage for vehicles with preexisting conditions or failures. For more information regarding the waiting period condition, please review Section A: Definitions and Section C: What is Not Covered in your contract. A brief explanation of the waiting period condition can also be found in the FAQs Page of our website.

As with auto manufacturer warranties, vehicle service contracts require that vehicle maintenance services are performed as recommended by the vehicle manufacturer. While not every claim will require maintenance records, some do. We may ask for service records if the claim is for a maintenance related item or to verify the mileage on the contract to confirm the consumer was provided the correct coverage. For more information regarding maintenance requirements, please review Section D: Vehicle Maintenance Requirements in your contract. A brief explanation of service record requirements can also be found in the FAQs Page of our website.

Not knowing the specifics of your claim or the location you were in when your failure occurred, I’m unable to determine why it would take 12 days to find a repair facility to accept your coverage. In fact, American Auto Shield customers are fortunate in that they’re able to take their vehicle to any licensed repair facility for repairs. I’m not sure why any repair facility would refuse service to your vehicle or your coverage. Furthermore, American Auto Shield and AAMCO have teamed up to offer our customers quick and convenient general repair and transmission repair services. AAMCO’s are located throughout the United States and can be found via their Store Locator.

We’re sorry to hear you’re canceling your coverage, but are happy to provide additional information to help clarify the process. If payment was made in full, cancellations usually take 4 weeks or less to process. If you financed your contract, it will take approximately 6-8 weeks to process. For more information regarding cancellation, please review Section N: Cancellation in your contract or contact our customer service department to review the status of your cancellation.

Finally, thank you for visiting our BBB profile. BBB accreditation standards include a commitment to make a good faith effort to resolve any consumer complaints. As an accredited member, we adhere to a strict code of ethics and set high standards for ourselves and our partners. In keeping with these standards, American Auto Shield has achieved the BBB's A+ Rating. Although we’re sorry you were dissatisfied with the terms of your contract, I hope I’ve been able to satisfactorily address your concerns. If you should have any additional questions or concerns, please feel free to contact us.

DarleneDonnell
Jan 29, 2012

Failure to honor warranty

Dear Mr AAS Consultant:
I'm sure by now you haven reviewed my case and indeed see that I had met all of your requirements and that my vehicle was covered. If your staff wasn't so busy trying to find reasons to "deny" my claim, they would have come to the same conclusion nine days earlier!. I spoke to Paul S. on Thursday 1/26/12, who implied I was trying to use the threat of getting the media involved in order to have my vehicle repaired against "some policy qualification that I didn't meet. Let me first address why I ran into problems finding a mechanic or auto dealership that accepted your policy. I contacted the largest auto dealership in the Midwest, Ricart auto and they wanted me to pay up front or no repair. They claimed they were aware of your agency and refused to deal with your agency again. The second place I contacted was Carmax, the second largest auto dealership in Dublin/Westerville, and again, they had said no, unless I prepaid and then get reimbursement from your agency. The third place, was Pep Boys. Unfortunately they were aware of only certain parts being covered, and not the nuts, bolts or seals. From there it was just calling around to various mechanic until someone said yes.
By then your company said it was a previous existing condition! Even despite the car not being driven. After disputing that claim, your company then said I was at "exactly" 1000 miles, and therefore because I wasn't 1 mile over I was "DENIED" Now here comes another argument, and the request for more documentation, in which I sent in. And guess what? my vehicle had lost a half of mile just sitting at the mechanic's garage! What the hell? I lost a half of mile? So again I was "DENIED" Now enter in a rude sorry ass costumer representative name Brad R., who did his on "recalculations" and said based on my service records he said I was now "40 miles" short! Somehow based on my car sitting at the mechanics garage for 7 days not moving, I went from being at "exactly" 1000 miles to being at 960 miles!!!
Give me a break. And did I mention I'm a disabled veteran whose vehicle is a life line? So I had to rent a car to attend my medical appointments and get my medication while I deal with rude and ignorant customer service people who told me to " quit being childish" ?
That's why I started calling agencies for help! Brad R., told me if I continued calling I would get the same results "DENIED". Finally after requesting to speak to your media representative because someone at NBC said they were willing to consider this as a story due to the numerous request they had received, I was finally able to speak with Paul S. Paul informed me I was put through all of this to insure I didn't have a preexisting condition, and waited to get exactly 1000 miles to have my AIR CONDITIONER repaired in January, living in Ohio (but paid all of my premiums), and I could have waited until August 2012. Talking about insulting my intelligence! My claim was forwarded to Ray, the tech supervisor. And again, you guest it, my part, the seal on the air conditioner, wasn't covered!!! And I should have been told that from day one! But as a measure of consumer goodwill, your company paid for "part" of the repair" WOW, 2 weeks, and I got half of the repair bill paid, minus the $100 deductible, $348.00, oh and 1 day auto $40.00 car rental! My mechanic told me it's a lot cheaper to save $100 a month and forget the stress and headache.
So Mr. Customer Consultant, I pray NBC or Clark Howard or anybody do a story on this company. Just so other consumer can be "EDUCATED" on how your agency operates, and to be prepared to have a back-up plan; and to have more money ready! You know, just in case the nut's bolts, seals which are needed for the warranty part to be covered cost more than the actual part. Understand that? Thank you for really kicking me around, but educating me on how to pick a reliable, company! I hope millions of people read this and learn also.
Darlene Donnell

Rediona Duck
Feb 29, 2012

This company does not honor their contract and pay claims

American Auto Shield is a joke. You make your payments and when you make a claim, this company use every trick in the book not to pay. This company gets into a argument with the dealership and will not pay my claim. If your smart do not get involve with this company!!!

Gdyer
Apr 7, 2015

Deceptive Warranty Practices

As I have had a recent claim on my turbo on my diesel engine I found this Company to be useless, worthless and deceptive in their business practices. Even going against their Independent Inspectors decision on the part. Once the dealers diagnoses of a center shaft failure was confirmed by the Inspector as the result of my turbo failure all this company continued to want to do is blame the problem on carbon in my turbo. They even went as far to lie to me saying that since my 65k inspection wasn't done that is what caused my turbo failure. Because if I had my 65K inspection done they would have tore my turbo apart and removed the carbon then. This is a total lie there is no inspection on a Ford diesel engine in which the turbo is disassembled. Then the excuses went to oh they cleaned the turbo at the dealership and called the dealer a lair when they said they had to clean the oil leaked out by the center shaft failure in order to properly inspect the damage of the turbo. Then they turned well we can't see the damage in the pictures taken by their Inspector. I'm 100% thankful that when we bought my wife's Jeep Grand Cherokee that this American Auto Shield wasn't the extended warranty coverage. The Jeep blew a head in the first 60 days we owned it and the warranty we had on the jeep was great. They handled the claim Professionally replacing both heads on the V8 in the jeep with it only costing us $150 to get our jeep repaired. American Auto Shield would have definitely cost us our life savings to have repaired her Jeep and I base this off how they handled the claim on my truck. Then to additionally insult me they we're paying for a unison ring in your turbo like they were doing me a big favor because it's another non-covered internal component of the turbo. All my gratitude goes to the Ford Dealer that stepped up when my warranty actually failed me. As for the PR that is going to respond to this message please get an understanding of a turbo before you make an attempt to justify that carbon gets to the center shaft of a turbo as your other company representatives made total fools of themselves about. I'll help you out, carbon effects the veins in the turbo that wind up causing a lag in the turbo, (lag is a loss of power) which is the indicator for a turbo cleaning not related to a center shaft failure. American Auto Shield is not worth the time or money as a auto warranty and as I have found in other reviews is a major disappointment. Bring on your excuses because I have all the proof in 3 inspections of the turbo, (1 by your own Inspector) that 100% prove your company denied to see the truth of my turbo failure and deceived me with your attempts to blame Carbon as the reason for my turbo failure. I rest assure now that I have absolutely no coverage on my truck even though I thought I purchased a "Peace of Mind for that Next Bump in the Road". I now know these bumps in the road will be nothing less than major sink holes.

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