Complaints

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

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  American Auto Guardian, LLC

  1700 E Golf Rd Ste 700 Schaumburg, IL 60173-5839

  
• 

  American Auto Guardian, LLC

  PO Box 610 Mount Prospect, IL 60056-0610

  
• 

  American Auto Guardian, LLC

  PO Box 925 Arlington Heights, IL 60006-0925

  
• 

  American Auto Guardian, LLC

  13708 Lakefront Dr Earth City, MO 63045

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:03/04/2025

  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.

  My check engine light came on, I took it to my ******* to check why, they told me I need a new engine. I told them that I have a service contract with ***. I had them call and was told to tear down the engine to see cause of the failure, cylinder 1 had a burnt valve on the exhaust. it cost me ******* to have this done. they send a administrator to look and said they would not pay because of carbon buildup. this car has been serviced every 3000 miles by *******, I payed ******* for this contract, and I think they should have been covered part of the repair. 

  

  Business Response

  Date: 03/07/2025

  
  

  

  Business Response

  Date: 03/11/2025

  We received your correspondence forwarding the complaint filed by **** ******** on March 4, 2025 regarding coverage for repairs to his 2017 ******* Tucson.
  
  A review of our files indicates that the repair facility called AAGI on November 26, 2024 to start a claim because the vehicles check engine light was on and the engine was sputtering. We requested the repair facility obtain Mr. ********* authorization to tear down the engine to determine the cause of failure and the extent of any damage.
  
  The repair facility indicated that the cylinder number 1 exhaust valve was burnt, resulting in damage to the corresponding cylinder wall.  AAGI sent an independent ********* to examine the vehicle.  The inspection report stated the failure was consistent with a sealing failure of the number one exhaust valve due to excessive carbon build up. The repair facility disagreed with the findings, indicating that they believed an injector failed,which caused a lean burn detonation, and a second inspection was requested.  The second ********* requested that the valves be removed from the cylinder, and found the seats were slightly pitted, more carbon in the exhaust ports, carbon tracks on the head and exhaust area from a crack in the center of the exhaust manifold. There was also carbon buildup on the valves and ports. The second ********* determined the #1 exhaust valve was burnt due to carbon.
  
  We understand Mr. ********* frustration that his claim was denied, however, under the terms of his AutoGuard Contract, breakdowns caused by carbon or sludge buildup are excluded from coverage.  Based on the contract language and two separate inspection reports, coverage for Mr. ********* repair was denied.
  

• Initial Complaint

  Date:01/15/2025

  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.

  During April of 2024, I went to *** of *********** and was told there was an oil leakage in the car. I told *** that the car was under a warranty, but they rejected that statement. When I got back that day I called American Auto Guardian about this issue, and they stated that the car was under warranty because the mileage was less than ******* miles. After I contacted them 7-8 times, I waited for *** to contact me to fix the car because it was under a warranty, but they never got back to me. I then went to ***, January 9, 2025, to check with them about the oil leak in the car and other problems that have come up with the car such as a noise on exhaust and an excessive fuel usage. *** then kept the car for 2 days and contacted American Auto Guardian, but *** rejected to uphold the warranty. I have an email from a *** representative supporting this. Note: My car extended warranty is ******* miles or 120 months. Which is prioritized because my warranty ends at the end of 2025, while my car has a mileage of ****** miles as of today (1/15/2025).

  

  Business Response

  Date: 01/24/2025

  We received Mr.******* complaint regarding the denial of coverage under the ************************* Contract (AutoGuard Contract) he purchased when he bought his 2016 Kia ******** in December 2015.  He purchased the Ultimate coverage for a period of 120 months or ******* miles. 
  
  The Kia ******** and Consumer Information Manual for Mr. ******* vehicle outlines the Basic ******** (60 months/60,000 miles) and the Power Train coverage for Original Owners (120 months, ******* miles), which automatically begins upon expiration of the 60-month/60,000-mile ************* ******** and continues up to 120 months or ******* miles from the Date of ************** described as the first date the vehicle is delivered to the first retail purchaser (in this case,December 15. 2015, the date Mr. ****** purchased his vehicle.).
  
  Under the terms of Mr. ******* AutoGuard Contract, no benefit is payable for breakdowns covered by a manufacturers or repairers warranty, guarantee or recall, even if benefits are not collectible under that other warranty, guarantee or recall.The claims submitted to AAGI were already covered under the Kia Powertrain ******** for Original Owners, which precludes coverage under the AutoGuard Contract.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22817261
  
  I am rejecting this response because:

  I think that relationship is not the way the insurance answer explained with the original insurance of the car.

  On the contrary, they both complete each other.

  I uploaded the American Auto Guardian Policy (Car Warranty), until I receive ***** response
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/12/2025

  We are sorry to hear that Mr. ****** has rejected our prior response, and it appears that there is some confusion regarding the AutoGuard Contract he purchased. While Mr. ****** purchased a 120 month/100,000-mile vehicle service contract with ultimate coverage and the optional luxury package, it is not an insurance policy and is completely separate from any factory or manufacturers warranty provided by ***.  As such, neither plan completes or complements the other.
  
  As previously explained, Mr.Al-Alis 2016 *** ******** is covered by ************************* Train Warranty for 120 months/100,000 miles and the Warranty and Consumer Information Manual issued by *** states that seals and gaskets are covered.  Exclusion H.6 of the AutoGuard Contract ********* purchased specifically excludes from coverage Breakdowns covered by a manufacturers or repairers warranty, guarantee or recall, even if benefits are not collectible under that other warranty, guarantee or recall.
  
  If Mr. ****** can provide documentation that indicates he is not the original owner and that his vehicle is not covered by the ******************** Train Warranty, we request that he forward it to us and we will review his claim.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22817261
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/12/2025

  see attachment

• Initial Complaint

  Date:10/15/2024

  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.

  Denied my warranty claim. When I called them said my warranty does not cover hoses.I have the ** + Ultimate NEW warranty and contract states it does cover it. I can send a copy of my warranty contract for you to review .Dealership says it will cost approximately $1,200 to repair. 

• Initial Complaint

  Date:02/02/2024

  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.

  During ********* deep cold spell a few weeks ago, the battery in my 2016 ******* Sonata Sport went dead on Jan. 15, **** and *** came to my home to jump start the battery. The *** representative told me that the problem with the battery was likely attributable to the car alternator, which clearly on his equipment was functioning only sporadically (causing the battery to drain). He recommended a mechanic check the alternator. I took the vehicle to the ******* dealer where I bought the car (*************** in *************, **) because I have a 10-year, full bumper-to-bumper extended warranty that I signed for and paid the dealer on March 29, 2016. The insurance is with American ************** **** (AAGI) in *****************, **. I had to wait to take my car into ******* until Tuesday Jan. 23; the following day (Wednesday Jan. 24), ********* service department called me to explain my alternator indeed was NOT functioning properly, plus the battery cables connecting the alternator to the battery were badly corroded and needed replacement. The battery needs replacing, too. AAGI's "independent inspector" finally visited ******* one week later (Tuesday Jan. 30) and heard the dealer's service evaluation. The car was turned on and the inspector said he did not see the alternator acting sporadically (it was charging on and off) so there was nothing to repair. The dealer said it had a video of the alternator malfunctioning. I don't know if it showed the video to the inspector. The inspector left.The dealer can't do the work because AAGI won't pay for it and I am left with only one option: take back the car, drive it as usual and wait for the battery to drain again, have the car break down, need a jump to get it to the dealer or tow it back to the dealer. I find the loss of use of the car for over one week and the insurance company's lack of care for a car they are legally required to keep working condition intolerable and unacceptable.

  

  Business Response

  Date: 02/07/2024

  According to our records, American Auto Guardian, LLC (AAGI) was contacted by a repair facility on January 24, **** to start claim because of a charging system issue on *************** 2016 ******* Sonata. The technician discovered the negative battery cable had an excessive voltage drop and concluded that the alternator failed.
  
  An inspector, employed by an independent inspection company with no affiliation to AAGI, was sent to confirm the cause of the failures and the extent of any damage. The inspector reported that the technician confirmed at the time of the inspection that he had already replaced the vehicles negative battery cable and terminal and had not seen the issue again. The inspector confirmed that the engine started and ran as designed. The inspection was completed on January 29, ****.
  
  Mr. ******** vehicle service ******** states in several places that prior authorization for any repairs is required, and that repairs that have not received prior approval will be denied. In addition, a Breakdown is defined as a covered part that fails to perform as intended due to an internal mechanical or electrical defect, or fails to perform within manufacturers specifications due to wear and tear At this time, based on the independent inspectors report, the vehicles alternator operates properly.
  
  Based on the language of Mr.******** ******** and the inspection report, AAGI properly denied coverage for an alternator repair and the negative battery cable / terminal replacement. If the repair facility can demonstrate a failure in the operation of the alternator, AAGI will be happy to send out the inspector again to verify the failure, and if verified, perform any covered repairs needed.

• Initial Complaint

  Date:02/01/2024

  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.

  Purchased a 2018 F-150 in March of '23. I also purchased the Premier warranty package through Wheelz. In January of '24 there was a catastrophic failure in the front differential of the truck causing repairs needed in the neighborhood of $6k. Warranty claim has been denied due to improper maintenance on my truck. They claim that my front differential was run without fluid which caused the failure. I have had this truck parked on a brand new driveway since I purchased it over ten months ago. There is not a spec of fluid on that driveway. Service manager at repair shop also let me know that I would know as soon as the differential was low on fluid due to grinding, loud whine, rough driving, etc. My truck showed no symptoms of any of these things until the day my 4wd system locked up. This was not a failure to maintain my vehicle. I believe there was a failure in the differential that caused the excessive heat which led to losing all of the differential fluid. I purchased this truck with around 83k miles on it. I have not passed 100k miles to this point. There is no way I should need to service my differential every *****k miles. ******************* interval is *****k miles. I purchased the truck with the understanding that all necessary service was up to date from the point of purchase. My warranty claim has been improperly denied due to a loophole/opinion of their inspector. I seek to have my truck repaired as I rightfully deserve and paid for.

  

  Business Response

  Date: 02/07/2024

  According to our records, ************* repair shop called American Auto Guardian, LLC (AAGI) on January 18, ****, to start a claim on his 2018 **** F-150 because of a four-wheel-drive issue. The repair shop technician discovered the right front wheel hub and front differential assembly had failed.
  
  An independent inspector was sent to confirm the cause of the failures and the extent of any damage.The inspector reported that the trucks front differential pinion seal had been leaking long term, and continued operation caused all the fluid to leak out of the front differential. As a result, the inspector found that the front pinion bearing was falling apart and was welded on the pinion shaft. He also found that the differential case had heavy metal debris buildup, the ring gear has several chipped teeth, and the ring gear had been hitting on the case, deeply scoring it. The inspector also verified a tear in the driveshaft boot, and failure to the right front wheel hub and left outer tie rod end.
  
  ****** vehicle service contract provides in Exclusion **18 that breakdowns caused by the failure to maintain proper levels of lubricant are not covered under the contract.Additionally, the contract specifies that the contract holder should not continue to operate their vehicle if it will cause additional damage. Finally, the contract states that only the parts specifically listed are covered by the Wheelz Contract.The tie rod end and driveshaft boot are not listed as covered components.
  
  Based on the language of the ********************** Contract and the inspection report, AAGI authorized the front pinion seal and right front wheel hub repair. AAGI correctly denied coverage to the tie rod end, driveshaft boot and the failures to the front differential due to lack of lubrication and continued operation. Despite ****** claim, AAGI never stated that any portion of this claim was being denied due to lack of routine maintenance. It was because the seal was not repaired in a timely manner and as a result the proper amount of lubrication was not kept in the differential. We regret that ****** has experienced this breakdown. While we were able to cover a portion of his claim, if Mr. ** can provide us with evidence that the refutes the independent inspectors opinion, we would welcome the opportunity to reevaluate our conclusion. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21230930
  
  I am rejecting this response because:

  This truck has been parked on a brand new concrete pad since purchase. There has never been a single drip of fluid shown anywhere on my driveway. There also has not been a single symptom of low fluid experienced until the failure. No whining, no grinding, no hum. I have owned this truck for nearly a year without any symptoms of low differential fluid shown at all. As such, can you prove that a failure in the differential did not cause all of the fluid to escape the system on the day of the problem? The vehicle was immediately brought to the repair shop as soon as the issue arose. There was no long term driving after any symptoms were shown. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/16/2024

  *************** response indicates that he believes the differential failed in a catastrophic manner in one incident. The inspection report states that the lubrication leaked out of the differential over time because of a failed seal.The inspection report also states that the damage to the differential occurred over time as a result of the low level of the lubrication, rather than as a result of a single event of failure. Out of consideration for *************** concerns, we obtained a second inspection report from a different inspection company. It also indicates that the failure was due to operation of the vehicle with low lubrication in the differential because of a failed seal. Because this is an excluded condition in the contract as confirmed in two inspection reports,we conclude that the differential repair claim was properly denied.  The repair facility also found that the pinion seal, left and right front hub bearings & transfer case had failed. These repairs have been authorized. We hope this resolves this matter for Mr. ********

• Initial Complaint

  Date:01/18/2024

  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.

  The Dealership sold us a lemon with a dangerous exhaust leak and gave us the run around to fix it despite it being under warranty. We ended up having to sell the truck at a loss and have been trying to get in contact to recoup our "warranty" ever since. It has been 8 months (May 2023) now and we still have not been able to even talk with someone in the correct department. Our calls are always transferred, put on hold for up to an hour or mysteriously dropped AKA hung-up on. This has been very frustrating and feels like we are being taken advantage of by a large company. Please help our family resolve this issue.

  

  Business Response

  Date: 02/02/2024

  We are sorry to hear about Mr.******** ********** regarding the cancellation of his vehicle service ******** and would like to help resolve the problem. Our records indicate that AAGI provided a cancel quote to the dealership on March 21, 2023; however, we did not receive a written request to cancel Mr.******** ******** as is required by the ********, nor has ****************** contacted AAGI about cancellation procedures or refund status.
  
  In checking with the dealership,we have been advised that ****************** was unsure of the mileage so the dealership provided estimated mileage to AAGI at the time of the cancellation quote request.The dealer further advised ****************** that he would need to provide accurate mileage in order for the correct refund amount to be determined and come to the dealership to sign the cancellation request. According to the dealer, ****************** did not return to sign the cancellation request and they have no record of any further calls.    
  
  As a courtesy to ******************, we will authorize the cancellation effective the date of his cancellation request for the refund amount quoted to him and, as specified in his ********, the refund will be sent by the dealer to his lienholder unless ****************** provides written confirmation that his account has been paid in full.  We believe this will fully resolve the payment of the refund due to ******************* 

• Initial Complaint

  Date:12/20/2023

  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.

  Bought a used car 2014 Kia *** and signed an extended warranty for ****, for 3 years; up to *****. Per the dealer, it was a bumper to bumper. Car was having issues, I took it into the shop and found out the engine was all sludge up and now needs replacement; after a year. The shop, summited the claim and they will not cover it. Stating "engine sludge improper maintenance". Well, I have all the maintenance records. We did 4 oil changes in the last year. I was sold a car with sludge in the engine. Why is it my fault when, I did the responsible maintenance on the car? Why is it my fault the dealership sold me a car with sludge. Why do we even have extended warranties to supposedly cover items like these. This company is a scam. They want you to pay, but then cover nothing. They did not even ask the shop for the maintenance records. Now I am having to pay 5K out of my pocket to get the engine replaced. I have all the records. This needs to be resolved and covered. You cannot hold people liable for something a dealership did to them.

  

  Business Response

  Date: 01/12/2024

  We are sorry to hear that **************** is dissatisfied with the service she received from American Auto Guardian, LLC (AAGI). AAGI is the administrator of the ********************** Contract (Wheelz Contract) that **************** purchased when she bought her 2014 KIA *** LX in September 2022.  At the time of purchase, her vehicle had ****** miles on the odometer. **************** is a valued customer and we appreciate the opportunity to further explain why her claim was denied.
  
  According to our records, the repair facility called American Auto Guardian, LLC (AAGI) on November 18, 2023 to start an engine claim and AAGI advised the repair facility to obtain Ms. ******* authorization to diagnose the cause of failure and extent of any damage to the vehicles engine. On December 8, 2023, **************** contacted our office and reported that the repair facility informed her that an inspector came out the prior Friday (December 1), and that on Wednesday,December 6, we advised the repair facility to complete an engine flush, which did not fix the issue.  We explained to *************** that no inspection had been scheduled and that we would never tell a repair facility what type of maintenance service to complete. **************** also mentioned that she was told about sludge in the engine.  On December 11, **************** advised AAGI that she was pulling her vehicle from the first repair facility, and on December 14 we received a call from a second repair shop to advise that Ms. ******* Kia *** was now in this shop for the engine repairs. The second shop informed AAGI that his technician found the engine failure was due to sludge buildup which restricts the proper and necessary flow of motor oil which is critical to the operation of the engine. The second repair shop submitted several pictures showing the heavy sludge buildup.
  
  We understand that **************** has had routine oil changes for her vehicle since it was purchased, and AAGI did not suggest that the sludge buildup was due to a failure on her part to properly maintain her vehicle.  As contract administrator, it is AAGIs responsibility to evaluate each claim based upon the terms and conditions of the contract purchased.  The Wheelz Contract provides in Exclusion H.18 that failures due to sludge buildup or lubricant blockage are not covered. **************** has suggested that the sludge was present inside the engine prior to her purchasing the vehicle. However, Exclusion H.7 states in bolded text that Breakdowns resulting from conditions whether known or unknown to you that existed, or may reasonably assumed to have existed,before you purchased your vehicle (pre-existing conditions) are also excluded from coverage.
  
  While we can understand Ms.Appelts concern, AAGI provides coverage defined by the terms of the contract. Based on the language of the Wheelz Contract and the repair shops diagnosis and pictures, we conclude AAGI correctly denied coverage of the engine claim. We would welcome the opportunity to consider any additional information **************** would provide for us to be better able to evaluate the claim. 

• Initial Complaint

  Date:11/15/2023

  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.

  The contract I was provided show me a pay out amount and they never paid. Have ignored me and told me they owe nothing

  

  Business Response

  Date: 12/01/2023

  We received the complaint filed by ******************; however are unable determine if he is one of our contract holders because we cannot locate an account under his name with the limited information included with the complaint. We request that ****************** provide a copy of his contract or contract number so that we may address his concerns.

• Initial Complaint

  Date:10/26/2023

  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.

  Our 2017 **** Escape was purchased on September 6th in 2017. Other than for routine maintenance it hasn't required any significant upkeep. On August 27th of 2023 the "check engine" light came on. I tried to get an appointment ASAP, but was informed by **************************, the service advisor, that they couldn't examine the car until September 12th of 2023. He stated that as long as it was running without any obvious impairment there was no need to examine it sooner. When it was finally evaluated on September 12th, it was found to have a defective engine that required replacement. When we contacted American Auto Guardian they said it was our problem even though the problem arose within the warranty period. We'd appreciate your assistance in resolving this problem. Thank you, ***********************

  

  Business Response

  Date: 11/22/2023

  According to our records, ******************** called American Auto Guardian, **** (AAGI) on September 14, 2023, to inquire about the ************************* Contract (AutoGuard Contract)on his 2017 **** Escape. AAGI informed ******************** that he purchased the AutoGuard Contract on September 6, 2017, with a $100.00 deductible for a term of 72 months or ****** miles, whichever occurs first. AAGI explained that his contract had expired on September 6, 2023. Based on the information provided to us, we are examining the claim to determine if the breakdown occurred during the coverage period and whether the breakdown was caused by a factor not covered under the contract. We are in communication with the repair facility and the contract holder and hope to resolve this matter promptly.
  

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20785636
  
  I am rejecting this response because: I've heard nothing from either the auto dealership or the insurance company.

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

  

  Business Response

  Date: 12/22/2023

  We have reviewed this matter in more detail and appreciate the opportunity to consider the additional information provided by *******************. AAGI was not contacted about a claim before the contract expired, but based on the information provided, we concluded that the claim was one that we should cover under the provisions of the contract. We believe that the repairs have been paid for and Mr. ********* complaint has been resolved fully to his satisfaction. We are glad that we could successfully conclude this matter.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20785636
  
  I am rejecting this response because: I haven't received a check yet.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/02/2024

  Our records indicate that ******************** deposited our check on December 30, 2023, and we believe this matter has been settled in full.

  Customer Answer

  Date: 01/03/2024

   
  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. They honored their promise and I'm completely satisfied. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/02/2023

  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 10-08-2016 I bought my new car from ****** after buying my car I asked about the extended warranty. The sale representative told me that the warranty would cost **** dollars and it will cover any repairs bumper to bumper under the car and under the hood. However, I was deceived and lied to. Auto Guard is insisting on not authorizing payment for the total cost of the recommended repairs that needed. What I was told does not coincide with the language in the contract. I believe the sales representative was not honest and truthful. In addition no readable information about the extended warranty was provided or given to me to read at the time of the purchase of the vehicle warranty in complete details .I really need your help to resolve the problem Im having with Auto Guard. Thank you very much!

  

  Business Response

  Date: 10/11/2023

  We are sorry to learn that ************** believes she was misled by the dealership that sold the ************************* Contract (********* Contract) to her. The standard practice is for the dealership to give the contract to the customer for review prior to purchase, and a copy of the fully signed contract would have been included with copies of her other closing documents. AAGI is the administrator of Ms. ****** ********* Contract, and ************** contacted us in September 2022 to find out when her ********* Contract would expire.  She also requested a copy of her contract on September 15, 2023.
  
  According to our records, five repair claims have been filed under Ms. ****** contract, all of which pertain to problems with the front struts of her 2016 ****** Rav4, as follows:
  1) January 28,2021: A ****** dealership called AAGI to start a claim for both front struts. AAGI authorized the repair and paid the claim in full, less Ms. ****** deductible. 
  2) March 3,2021: The same repair facility started another claim for the vehicles front strut bearings, which was also authorized and paid.
  3) September 11,2023: Another repair facility called AAGI to advise that the vehicles front struts were making a creaking noise but their technician could not find a failure. The struts were not leaking and were working as designed by the manufacturer.
  4) September 14,2023: The first ****** dealership called AAGI to report that the vehicle was now in their shop for the same noise concern but their technician could not find a failure either.
  5) September 25, 2023: A third repair shop called AAGI to inform us that the vehicle was now at their shop and they discovered a failure to the left front strut and strut bearing. AAGI told this third facility that an independent inspector would be sent to verify the failures. The inspector arrived at the facility on September 27, 2023, to perform the inspection and was informed that ************** took her vehicle and left no indication of when she would return to allow the vehicle to be inspected.  
  
  As explained in Section K.5 of Ms.****** ********* Contract, AAGI reserves the right to require an inspection of the vehicle prior to any repairs being performed. Exclusion H.23 states that components or parts which have not failed or resulted in a breakdown are not covered.
  
  Based on the language of the ************************* Contract and the fact that trained technicians from two different ****** dealerships were unable to find any failures to the struts,AAGI was unable to authorize repair of Ms. ****** front struts and strut bearings under the claims filed September 11 and September 14.
  
  AAGI has not denied the claim filed on September 25 the claim remains open pending an independent inspection of the vehicle.  We request that ************** return her vehicle to the third repair facility so that an independent inspection can be scheduled so that we may adjudicate the claim under the terms of her ********* Contract.