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:03/03/2025

  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 purchased a warranty from America's RV warranty. About a year and a 1/2 ago I have used my camper 3 times I have taken it to the shop now twice to have the hot water heater refrigerator and now the slide outs repaired all of which were supposed to be covered under this warranty. That's what I was told. Now they are telling me that I operated my unit In failed state and that they will not cover, the Repairs, on my unit, the unit has not been operated in a failed state. It has been brought to the shop twice now for the. Refrigerator and the hot water heater of which they tried to patch the first time. Now they're denying coverage they are trying to say my hydraulic system was operated in a failed state because of fluid on the ram and frame of the rv the fluid is from the shop taking the hoses loose or off to diagnosis the cylinder- cylnders that have failed internally.

  Business Response

  Date: 03/27/2025

  Customer Name: ******** ********
  Service Agreement Number: HWG0036217
  VIN: *****************
  Make/Model/Year: 2009 Keystone RV 365req
  Repair Facility: **************************start="429" data-end="432">Claim Number: 00005967

  
  Dear Better Business Bureau,

  Thank you for allowing us the opportunity to respond to ********************** complaint. Our goal is always to honor claims in full accordance with the customers service agreement, and to explain all decisions clearly and fairly.

  CLAIM BACKGROUND

  Mr. ******** submitted a claim involving multiple components, including his slide-out system. The claim was reviewed, and $2,555.46 was authorized for covered components. However, coverage was denied for the hydraulic slide-out ram based on the results of a diagnostic inspection by the repair facility.

  WHY COVERAGE WAS PARTIALLY DENIED

  The technician reported the following:

  ODS room #2 has internal failure hydraulic ram. The plunger inside cylinder is leaking which is losing pressure and bypassing causing the system to lose pressure.
  This diagnosis indicates an internal fluid bypass caused by a leaking plunger, which reflects a long-term mechanical failure due to wear or deterioration of internal sealsnot a sudden or accidental breakdown.

  Further, fluid was observed on the cylinder and RV frame. While the customer states this may have been caused during inspection, the technicians description shows a loss of pressure due to internal leakagean issue that does not result from a single moment of operation, but rather from gradual wear over time.

  Per the contract definition of Breakdown:

  Failure means the inability of an original or like replacement part covered by this Agreement to function in normal service.
  And under Maintenance Requirements:
  All Covered Parts must be functioning properly at the time of the sale of this Agreement Failure to follow [manufacturers maintenance recommendations] may result in a denial of coverage.

  Additionally, the policy states:
  "We will not provide coverage for failures caused by the continued operation of a known failed component or progressive damage."
  In this case, the presence of internal fluid bypass and system pressure loss confirms a progressive internal failure that developed over time. As such, it does not meet the definition of a covered Breakdown under the service agreement and falls within the exclusion provisions.

  WHAT WAS COVERED
  Despite this exclusion, the following were still authorized:
  Covered part replacements totaling $2,555.46
  Labor and sales tax for approved components

  CONCLUSION
  We understand Mr. ********* concerns and respect his frustration. However, our claim decision was based strictly on the findings of a licensed technician and the contractual definitions and exclusions of the service agreement, which Mr. ******** signed and acknowledged on December 21, 2023.
  We remain committed to providing excellent service and are open to reevaluating if additional documentation becomes available.

  Sincerely,

  Claims ***********************start="3369" data-end="3372"> Americas RV Warranty
  ?? *******************************************************
  ?? **************

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23015540
  
  I am rejecting this response because: it is bs
  First off a little back ground on my sleff I graduated Nashville auto diesel college and high performance engine building with an associate's degree . I own my own auto and diesel repair shop we work on anything from your car to excavators, dozers and boats wich includes repairing hydraulic cylnders and pumps . The plunger as referenced by the warranty company is infact called a piston not a plunger technically starts failing the day it's put into service and fails suddenly not gradually the unit never exhibited an external leak the fluid observe on the frame rails is from removing the hydraulic lines and pressuring one side of the cylnder to check the piston seals for leaks this fluid spilling on the unit is unavoidable and is necessary for proper diagnosis.. the coverage was also denied on the hot water heater, which has been in the shop. Previously for problems, and they agree to repair it with a bandaid that did not work. It was also sent back to the shop for the refrigerator not functioning properly that they denied coverage. Tha air conditioner not cooling properly, which was caused by loss of refrigerant. Which happens gradually over time was covered.
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/03/2025

  Service Agreement #: HWG0036217
  Customer Name: ******** ********

  To Whom It May Concern,

  Thank you once again for the opportunity to respond to Mr. ********* concerns. We fully respect his background in automotive and diesel mechanics and appreciate the time he has taken to explain his position. Our responsibility, however, is to evaluate all claims fairly and consistently based on the terms of the service agreement and the findings of licensed, third-party inspectors.
  
  Slide-Out System Denial Due to Progressive Failure
  The hydraulic slide-out claim was carefully reviewed by our claims team following a full inspection performed by a licensed technician. The technicians report stated:
  ODS room #2 has internal failure of the hydraulic ram. The plunger [piston] inside the cylinder is leaking, which is losing pressure and bypassing causing the system to lose pressure.

  Our adjuster added the following:
  The inspection report is very thorough and verifies that the leaks are not fresh (long-term), and the pictures support those findings.
  In this case, the failure was not deemed sudden or accidental, but rather the result of internal seal degradation and pressure bypass over timeconsistent with a progressive condition. According to the terms of the agreement:
  We will not provide coverage for failures caused by the continued operation of a known failed component or progressive damage.

  Additionally, the definition of a covered Failure under the agreement requires that a part ceases to function in normal service due to a mechanical issue, not due to deterioration over time. Based on the inspection and photos, this claim unfortunately did not meet those terms.
  
  Hot Water Heater Denial Due to Rust
  The hot water heater claim was also reviewed and denied due to findings of excessive rust and corrosiona condition excluded under the contract:
  We do not cover failure due to rust, corrosion, or deterioration.
  As rust is a maintenance-related condition rather than a sudden mechanical failure, we were unable to authorize coverage for that component.
  
  Refrigerator Denied Due to No Covered Failure Found
  Regarding the refrigerator claim, the technicians diagnosis did not identify a verifiable covered breakdown under the plan. Without evidence of a mechanical failure of a covered component, we were unable to proceed with coverage in this case.
  
  Air Conditioner Fully Covered and Paid
  We are glad to confirm that the air conditioner issue Mr. ******** experienced was fully covered. The cause of failure aligned with policy terms and was approved accordingly. This reflects our commitment to honoring all valid claims that meet the contract criteria.
  
  Final Position

  We truly understand Mr. ********* frustration and recognize that he brings considerable knowledge to the table. However, we are bound to follow the service agreement he signed on December 21, 2023. Our decisions are based on objective, third-party inspections, photographic evidence, and the policy termsnot on assumptions or discretionary judgments.

  We sincerely welcome any new documentation or an independent inspection report that presents a different conclusion. We are more than willing to re-review the claim if new evidence supports a sudden and qualifying failure. Until such time, our claim decision remains in accordance with the agreement terms.

  Thank you again for the opportunity to clarify our position. We remain available to assist Mr. ******** with any future claims that fall within the scope of his coverage.

  Respectfully,

  Claims ***********************start="3890" data-end="3893"> Americas RV Warranty
  ?? *******************************************************
  ?? **************

  
  

• Initial Complaint

  Date:11/19/2024

  Type:Order 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.

  America RV Warranty will not fulfill contract obligations and cover the costs associated with covered equipment components. The default position of America RV Warranty is that of claim denial, seeking and even making up reasons to deny a claim without any factual basis.

  Business Response

  Date: 11/21/2024

  Dear Mr. ****************** you for bringing your concerns to our attention. We understand the importance of clarity regarding coverage and exclusions in your warranty agreement. I want to address the specifics of your claim and provide a transparent explanation based on our warranty terms and the observations associated with your case.

  Upon review of the photographs and details provided, it appears the damage to the shrouds is consistent with external forces rather than mechanical failure. This assessment is based on evidence of missing and broken mounting points, which are among the strongest and most rigid components of the system. Damage of this nature typically indicates a significant external force, such as incidental impact, environmental factors, or other outside influences, rather than a failure of the covered components themselves.

  Our warranty coverage, as outlined in your agreement,provides protection against mechanical breakdowns of listed components under normal operational circumstances. However, damages resulting from external forces, incidental impacts, acts of nature, or the loosening or failure of fasteners due to external causes are expressly excluded from coverage. These exclusions are standard across the industry and are designed to differentiate between issues arising from wear and tear or unforeseen mechanical failure and those caused by external events beyond the warrantys scope

  While we sympathize with the situation, the nature of this incident does not fall within the terms of coverage. If you have any additional documentation or evidence that you believe supports a mechanical failure as the cause, we would be happy to reevaluate the claim.

  Thank you for understanding.

   

  Regards,

  ARV Service Team 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22577773
  
  I am rejecting this response because:

  The business response is entirely fallacious and is not supported by either the photos nor the failures of the very same component, on identical equipment located at different locations on the vehicle. Additionally, there is adjacent equipment within inches of the failed component and documented in the photographs supplied in the claim that are wholly intact, unblemished and have no evidence of contact from external objects. America RV Warranty's reasons for denial are totally made up and not supported by the photographs nor have they ever attempted to physically inspect the failed components by either an internal claims adjuster or third party specialist. 

  Finally it should be noted that America RV Warranty immediate position and response regarding the claim was one of denial noting upon the very first contact, that the name of the component "shroud" was not, by specific word identity, included as a covered item nor found in the policy, and therefore would be denied as opposed to the legally rational position of if the item is not specifically excluded, it is therefore covered.

  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/27/2024

  Dear Mr. ****************** you for your response regarding the denial of your claim for the rooftop air conditioning system on your RV. We understand your frustration and appreciate the opportunity to address your concerns. After a thorough review of your claim and the terms of your service agreement, we must respectfully maintain our position and confirm that the claim does not qualify for coverage under the terms of the policy.

  You have indicated that the failure of the ** shrouds and the resulting damage to the foam shroud should be covered, but as outlined in the agreement, the failure is related to components and circumstances that fall outside of coverage. The ** shrouds, along with the foam shroud, are not covered under the terms of your agreement, as they fall within exclusions related to protective components and non-mechanical failures.

  Specifically, the agreement excludes coverage for the failure or loosening of fasteners, connections, or bolts. In this case, the ** shrouds detached at their attachment points, which directly falls within this exclusion. Additionally, the policy excludes certain structural and protective parts such as awning material, roofing materials, and similar components, which are considered outside the scope of covered repairs. The ** shrouds are part of this category of non-covered components, and as a result, the damage to the foam shroud caused by their failure is not eligible for repair under the policy.

  While we acknowledge that you opted for additional coverage, the exclusions mentioned above are clear in the service agreement, and the damage you reported does not meet the criteria for repair under the terms of that coverage. The service agreement is structured to provide coverage for certain mechanical failures and damages, but it is not intended to cover wear, structural damage, or components that serve protective functions.

  We understand that this decision may not be what you were hoping for, but it is consistent with the exclusions set forth in the service agreement. If you have any further questions or would like to discuss this matter in more detail, we remain available to assist you. However, based on the clear exclusions in the agreement, we are unable to approve the claim.

  Sincerely,

  *.*****
  Manager
  
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22577773
  
  I am rejecting this response because:

  From the onset of this claim, America's RV Warranty has taken a position of denial, first with a simple word search of the policy to determine if the word "shroud" was a specifically identified item of coverage and now with fallacious interpretative posture of what the failed equipment is something that it is not. It is a cover that acts in concert with creating the necessary air flow through both the condenser and evaporator and the equipment cannot and will not operate without it.

  Unfortunately, it has become obvious that this issue cannot be satisfactorily resolved at this level, leaving me no recourse other than to elevate my complaint to a more formal litigation. 

  I will be seeking not only the costs of my loss, but the entire $6,101.00 premium paid to America's RV Warranty as it is obvious of their intent to resist and deny and claim with their ambiguous interpretations of the failed component and the voluminous policy exclusions.

  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/25/2024

  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.

  Contracted 3 years ago. They will not approve sufficient labor time to make repairs at our TRUSTED RV repair center. They expect me to foot an additional $400 to $500 out of my pocket ON TOP of my deductible. Will not answer multiple phone numb e rs. The one that does answer automatically places you on hold for over a half hour. They need to cover this critical repair in its entirety or refund my purchase price of over $5000.00

  Business Response

  Date: 10/30/2024

  Dear BB,

  We have resolved this matter with the customer. Previously, we discussed the updated labor rate with Mr. ******* but it appears his repair facility did not receive this information. We will be reimbursing the customer, who has indicated he will be satisfied once payment is received. Below are notes from our conversation with the service adjuster:

  "Called and spoke with the customer again; he confirmed he would be satisfied if we revised the claim to include the diagnostic time requested by the repair facility. I informed him that the adjuster had approved this time and that we sent the approval via email. While the customer confirmed receipt, the repair facility had not received it as their email address was not on file. We are emailing the approval to the repair facility and will call them at 8 PST to confirm receipt."

  Thank you for your attention to this matter.

  Regards,

  ARW Service Team
  
  

  
  

  Customer Answer

  Date: 11/06/2024

   
  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,
  
  ****** ******

• Initial Complaint

  Date:10/10/2024

  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.

  Full 8 year warranty from American RV Warranties on my 2022 **** Solitude 388 MBS that has Brake and bearings failures and American RV Warranties will not help.The warranty at time of purchase and now covers ALL Original Equipment Parts. I recently (Thursday Sept 26, 2024) took my RV in for routine wheel bearing repacking. The unit only had ***** miles of highway travel but I figured it was time for the ************** my surprise after the technicians removed the wheels and drums, (This was the first time they had ever been removed since original purchase) they discovered my brake assemblies (all 4) were in complete failure. The pressure pistons, springs and other parts had all broken or failed; essentially my brake pads were free floating on the assemblies. Fundamentally, I had NO functional brakes along with damaged bearing assemblies.The technicians made comment this was caused prematurely because they were not properly packed (very little Grease) and not adjusted properly from the manufacturer. This comment is based on the original installation as this was my first maintenance service since I purchased the unit.American RV Warranties promptly rejected my claim. The warranties specifically covers ALL OEM component. I pleaded with them, How could this be that all 4-wheel assemblies did this pretty much within the same time frame They replied only with rejection and cannot ********* now out of pocket $ ***** getting my 2022 Solitude 388 MBS back on the road.

  Business Response

  Date: 10/17/2024

  Thank you for reaching out.

  The case involved the failure of axle bearings in both the transmission and rear axle of the vehicle. The root cause was determined to be improper packing of grease and incorrect adjustment of the bearings, which resulted in overheating and subsequent component failure. Additionally, the brake hardware became dislodged due to improper assembly of brake parts. The customer first reported hearing unusual noises while driving, leading to an investigation. Upon initial assessment, these issues were deemed ineligible for coverage, prompting the customer to escalate the case and request a discussion with a manager.

  During a three-way call with the customer and the repair facility, it was  explained that the claim was denied because the bearing failure was caused by insufficient grease packing, which led to overheating, as confirmed by the repair facility. The customer argued that this issue originated from the factory and requested that we cover the repair. It was reiterated that poor workmanship is not covered under the policy, and therefore, both the bearing failure and brake assembly were ineligible for coverage. The repair facility also confirmed that the brake assembly had come apart upon inspection, to which the customer insisted that this was a factory defect.

  When it was pointed out that this would imply the customer had been driving without functional trailer brakes for the entire time, he acknowledged that this was possible, given the power of his F450's brakes. We reiterated that the claim does not meet the coverage criteria. We apologize for the inconvenience, but it may be best to contact the manufacturer directly, as they hold responsibility for any potential defects. Thank you for your understanding.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22406420
  
  I am rejecting this response because: The statement made : "The root cause was determined to be improper packing of grease and incorrect adjustment of the bearings, which resulted in overheating and subsequent component failure. Additionally, the brake hardware became dislodged due to improper assembly of brake parts. The customer first reported hearing unusual noises while driving, leading to an investigation." is COMPLETLY assumptive on their part. 

  As noted, the mentioned improper packing was from the *** (Original Equipment Manufacturer) bearings. This was stated as an observation by the repair center manager performing a repacking after only 5000 miles. He also stated the bearings being improperly packed by the manufactured HAD NOTHING to do with the brake failure. Then the repair center manager repeated this very same fact to the warranty company manager. The warranty company manager promptly said NO as directed by the warranty company claims adjudicator. The repair center Manager promptly replied "I cannot believe your arguing with me"  ... as he is a subject matter expert.

  The mentioned 3 way call was setup by me 'the customer' as they had not made a single effort to contact me or the repair center by phone for 4 days after my initial claim submission. Once this call took place after I had my, they (Americas RV warranties) double down on making unqualified assumptions that the bearings caused the brake failure. 

  To note; I have the failed brake parts and offered to send them to **** for their own analysis; they ignored my offer. Simply, they are using information from a conversation with the repair center and distorting it to their benefit of claim denial.

  The warranty I purchased was clearly sold to me as covering ALL *** components; which has proven to be FALSE. Further more, this company will go out of their way with unsubstantiated assumption to NOT pay claims.

  
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 10/22/2024

  Thank you for reaching out regarding your concerns with the claim decision on your warranty. We understand how frustrating it can be when an unexpected failure occurs, and we appreciate the opportunity to clarify the situation.
  
  Upon review of the claim and the information provided by both yourself and the repair facility, the decision was made based on the following key points:
  
  Claim Denial Rationale: The claim was denied because the failure of the components in questionspecifically the bearings and brake assemblywere determined to be the result of improper packing of grease and incorrect adjustment of the bearings. As detailed during our three-way conversation with you and the repair facility, these issues fall under poor workmanship, which is explicitly excluded from coverage as per the terms of your warranty policy. The warranty covers mechanical breakdowns due to normal wear and tear but does not cover failures caused by improper assembly, maintenance, or workmanship.
  
  Repair Facility Observation: The repair facility manager did note that the bearings were improperly packed, and this contributed to the overheating and failure of the bearing components. Additionally, the brake assembly fell apart when the component was opened, which further supports the assessment of improper assembly. As stated in the policy, components that fail due to improper installation or workmanship are not covered.
  
  Customer Statements: During the conversation, it was acknowledged that the trailer brakes may not have been functioning correctly from the start, which implies the potential for a manufacturing or assembly issue rather than a mechanical breakdown from normal use. While we empathize with the situation, manufacturing defects or assembly issues are not covered under the terms of the warranty.
  
  Offer to Send Parts for Inspection: We appreciate your offer to send the failed brake parts for analysis. However, the information gathered from the repair facility and the details provided during our communication were sufficient to make a final determination based on the policy guidelines. The root cause, as presented, was determined to be related to improper workmanship, which is excluded from coverage.
  
  Warranty Terms and Coverage: The warranty you purchased covers failures of OEM components due to normal wear and tear, but it does not cover failures resulting from improper assembly, installation, or maintenance. This is a standard exclusion in warranty policies, and we must adhere to these terms when adjudicating claims.
  
  We sincerely apologize if there was any misunderstanding during the claim process or communication. Our goal is always to provide clarity and transparency regarding coverage. If you would like to review the specific terms of your warranty policy or have any further questions, we are happy to assist.
  
  Thank you for bringing your concerns to our attention.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22406420
  
  I am rejecting this response because its the businesses assumptions only and subjective at best favoring their denial,
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:10/09/2024

  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.

  On 02/05/24, I purchased a 5 years/60,000 mile ** protection plan at a cost of $5,********* the time I purchased this plan the salesman assured me claims were very QUICK, easy, and simple. It has been almost one month since I filed this claim and there still is no resolution.On 09/11/24, I filed a claim for a covered part(s). The ** repair facility stated it would recommend replacing the entire unit part at a total cost of $1993.58 (parts, labor and tax) because due to the sun and heat, the main part would probably be damaged further during removal and installation of the 4 parts needed. Replacing the needed parts was estimated by the ** repair facility to be a total cost of $1,509.90 (parts, labor and tax) - with the high possibility of possible damage to other sections/parts during the repair.I offered to pay the difference to replace the entire unit instead of repairing it $1,993.58 - $1,509.90 = $583.68 (including my $100.00 deductible).This warranty company did not approve this request but also would only partially approve the repair costs as provided by the repair facility. I asked the repair facility if they could do the repairs needed at the amount the warranty company was willing to pay. They said they could not do the repairs at the price offered by the warranty company.Although I would prefer to pay the difference to replace the main part instead of repairing it. But if I had to, I would willingly accept to have it repaired - IF the warranty company would pay what the ** repair facility is staying it would cost.Thank you for your time.

  Business Response

  Date: 10/10/2024

  Dear Better Business Bureau,

  After a thorough discussion with Mr. ********* to address his concerns, we were able to reach an amicable resolution. Mr. ********* has expressed his satisfaction with the outcome. We appreciate your time and assistance in facilitating this process.

  Sincerely,

  ARW Claims Resolution 

   

  Customer Answer

  Date: 10/10/2024

   
  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 - If the below is completed.
  
  The business has verbally agreed to allow me to apply the amount they authorized for repairing the skylight by replacing four parts ($1059.90) toward replacing the entire skylight unit instead of repairing it.  They have also agreed to send me a check in the amount of $861.63 which they said I could use to apply to the purchase and installation of the new skylight unit.
  

  It will be several weeks before the repair facility can get the skylight unit and install it.  If all goes, as they said it would, (as detailed above) and the new skylight unit is installed and paid for as described above, I would consider this matter resolved.  Otherwise, I would not.

  After that time, I will reach out to the BBB either way to confirm resolution or not.

  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/01/2024

  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.

  Had a problem with my brakes on my motorcoach not releasing. Sept 20 Got a claim number from America's RV Warranty of ***********. I am stuck on the side of the road and received no updates, till I called on Sept 23 and was asked for a repair estimate which I sent. Being on the side of the road with a pending Cat 4 predicted to make land fall Thurs 26th and no updates from **** I had a mechanic repair the vehicle so I could get off the side of the road and secure my vehicle. Due to heavy damage from the hurricane and no phone service till Sept 28 late in the evening I still don't have any updates so I wait until Sept 30 Mon and called several times only to be put on hold for extended time I finally received an email about 530pm stating my claim has been denied because I had my vehicle repaired before I received their authorisation. When I call for explanation I am put on hold with no one ever answering the phone. Today Oct 1 I finally get through to speak with someone and I was told he would transfer me to a appraiser, again on hold and no answer or call back. How long did they think I should sit on the side of the road waiting for approval to repair my vehicle. I feel that employees are trained to ignore the claim for several days and then deny approval so they don't have to pay any. In the beginning of the claim I received a text messages on my phone and one email but was told they sent an email on Sept 23 denying the claim which I never received, either sent to an incorrect email address or never sent

  Business Response

  Date: 10/10/2024

  Dear BBB,

  This case involved a failure of the brake release valve, which caused the brakes to remain locked. The vehicle was either towed or driven to a mobile mechanic, where the customer reported that the brake release valve was leaking, preventing the brakes from disengaging. Although a payment check was issued for the repairs, the customer delayed payment until a later date.

  The claim was initially denied under the Non-Payable Amount (NPA) exclusion. However, the customer was asked to provide proof of payment for further consideration by the adjuster. After review, we elected to approve the claim as a goodwill gesture to assist the customer. We issued a goodwill payment of $402, covering half of the repair bill minus the deductible, despite the claim being ineligible under our standard terms.

  We sincerely appreciate the customer's patience throughout this process and thank them for choosing us. We value their business and are committed to providing the best possible service moving forward.

  Sincerely,

  ARW 

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22364201
  
  I am rejecting this response because:
  American warranty rejected my claim because I paid the claim after waiting 3 days for a response and needed to get my vehicle from off the side of the road and secure my vehicle from the pending hurricane. As stated they paid $402. saying it was in good faith but it still left me with a $ 600. shortfall. The $ 402. was a start but still leaves me very dissatisfied as their reason for denial of the claim is that I paid it. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/17/2024

  Thank you for reaching out. The amount offered was based on the customer's request, as they indicated it would be a fair resolution. It was the customer who suggested we pay half of the claim. However, this request was made without prior approval, and unfortunately, per the terms of service, it falls under a non-covered issue.
  In the future, we recommend contacting America's RV Warranty directly if you encounter difficulties reaching the administrator. We appreciate your understanding.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22364201
  
  I am rejecting this response because: I did not suggest just paying half it was suggested by the company stating " out of good faith, we will pay half " and this was because I paid for the repair before they authorized it, which I waited 3 days for authorization. The fact that **** refused to pay the full claim is because I paid it. Which I did to get my vehicle off the side of the road and secure before the pending hurricane. I don't accept their answer that I should have waited for their authorized answer before repairs were made. The copy of the estimate and repair order was marked paid was because the repair facility does not accept extended warranty and was the only way to get my vehicle repaired was for me to except the repair facilities estimate and my promise of payment. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/23/2024

  Mr. ********,

  We sincerely regret that you were not fully satisfied with the goodwill offer extended to you. We understand how concerning and stressful the situation must have been, especially with the potential threat of a pending hurricane. Please know that we genuinely value your business and are committed to providing the best possible support in such circumstances.

  However, as outlined in your Service Agreement, repairs made without prior authorization cannot be covered under the policy (Section G, Paragraph C). This is an industry-standard requirement across all extended warranty providers to ensure fairness and consistency for all customers. Unfortunately, we are unable to make exceptions to this policy, as it is in place to treat everyone equally.

  Although we understand your concern regarding the potential for damage from severe weather, this does not alter the terms of the policy. Damage resulting from "acts of God, acts of nature, or other events beyond our control" (Section K, #**) remains excluded under the policy. Even in the absence of direct weather damage, the policys terms apply uniformly.

  As a gesture of goodwill and to show our appreciation for your trust, we extended funds from our own resources. Unfortunately, there is nothing more we can do in this particular case. We truly appreciate your understanding, and we hope to continue providing valuable service for your future needs.

  Thank you for your patience, and please feel free to reach out if you have any further questions or concerns.

  Sincerely,
  America's RV Warranty

  
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22364201
  
  I am rejecting this response because:
  Because of the failure of the complaint adjuster to reply in a timely to avoid further damage and my payment to the repair shop I am being denied reimbursement for the repair does not make any sense and perhaps I may need to involve an attorney in the future should I have any more breakdowns. Unfortunately I can not at this time give American RV Warranty a good review.. American RV Warranty's stubbornness to satisfy their customers will be considered by all potential customers in the future, while they insist that it is written in the policy tells me that they would not be a little flexible in making their customers happy they are paying $ ******** for a warrenty policy that the administrator will use every excuse for not paying a claim. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/28/2024

  Dear Mr. ********************* you for your feedback. As the policy seller, we must adhere to the terms set by the policy administrator, which are in place to ensure a fair and thorough claims process. This includes the requirement for prior approval before any repairs.
  To assist, we provided a $402 goodwill credit, despite not having the authority to alter these requirements. We note that you chose to proceed with repairs the same day, rather than awaiting our follow-up on the next business day, as outlined in our communication policy.
  Thank you for your understanding, and please reach out if you need further assistance.

  Sincerely,

  Service Team ARV Warranty 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22364201
  
  I am rejecting this response because:
  Because I am not satisfied with ARV warranty response that my claim was rejected because I paid the claim before getting their slow ( 3 day ) approval, it does not make any sense that because I paid the claim they rejected. Both myself and the mobile mechanic waited 3 days for any response before the repair was made and I paid it. Plus they claim they made a goodwill payment but omitted that they deducted $100. I am quite unhappy with my experience with ARV warranty and the excuses they use to not pay a claim. 
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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 paid $2567 in March 2023 for warranty on a **** motorhome with Americas RV Warranty. I kept the warranty for over a year until we decided to sell the motorhome. We sold the motorhome in May ******************************************************************* email exchanges with ***** ****** of $1635.76. However, the $1635.76 was supposed to be refunded, within 30 days of my cancellation request on May 30th, per email communication with ***** ******. However, I have been "ghosted" by ***** and team as calls, emails, and texts have all been ignored when requesting updates on the refund. All of the email communications mentioned above are attached as PDF files.

  Business Response

  Date: 10/01/2024

  Dear Client,

  We apologize for the delay in processing your refund, which has now been issued. The delay occurred due to ***** being on sick leave. We have taken steps to ensure this situation does not happen again by forwarding his emails during such instances.

  Thank you for your understanding.

• Initial Complaint

  Date:08/15/2023

  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.

  Filed a claim was told I could use a licensed ******* as there are no locations within my area. Got the quote for the repairs got them a breakdown and then they only partially approved the claim meaning I was going to have to pay out 600 dollars instead of the 100 deductible. Called and found a cheaper alternative the cost was going to be roughly 810 but now I'm being told I would have to start from scratch on my claim. I just want the repairs done. I don't have 500 to 600 dollars to pay out of my pocket. I feel like I sold a product that is not living up to their word. I really just want help in getting my camper fixed and fixed right. I bought this warranty because the guy sold me on how easy they are to work with and they take care of their customers but truth is I shouldn't have to reach out to the BBB if they lived up to their word. I have provided the quote total, the breakdown and both emails on the partial approval. All I want is them to honor what they say and either issue me a check for the approved amount and let me get it fixed or take the new info from the cheaper alternative and let me get my camper fixed. If they can't do that then cancel my policy and send me my money for a policy they don't want to honor.

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to any concerns.  

  We have been in direct communication with the client and have previously approved the full cost of repair. It's unclear why this complaint was filed despite our ongoing collaboration. We are actively working to swiftly resolve this issue. While we attempted to contact the client, their availability is limited until next week. With the client's full approval, we aim to address any confusion and alleviate concerns. We are committed to providing a resolution that upholds our standard of service, and look forward to speaking with our client when their time allows.

  Best Regards,

  America's RV Warranty 

  Customer Answer

  Date: 08/16/2023

   
  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. They are currently working with me this was sent because I was getting no response from them. I was mad and frustrated because it seemed like they did not want to resolve the issue. They are working with me to get the repairs done.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2022

  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.

  We purchased an RV Warranty for our 5th wheel and when we placed a claim for a weld that broke with the hanger they denied stating the frame is not covered. This hanger is not part of the frame as the frame is made by *************** (Keystone) and the hanger is made by ******* (two separate companies). The hanger is then welded onto the frame by *******. Since the hanger MUST be welded to the frame it is NOT a part of the frame and should be covered. Just another warranty company trying to get our of paying a claim.

  Business Response

  Date: 11/09/2022

  ********,

  We sincerely apologize for the delay in response we had asked that this be transferred to the correct company for resolution. The administrator of this warranty ****************************** facilitates all claims and claim outcomes. Unfortunately, we are unable to assist in their decisions.You can reach them at ************ or reach out to their BBB for assistance. https://www.bbb.org/**/**/**********/profile/administrative-services/strategic-dealership-solutions-inc-0825-1000176099