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:09/09/2024

  Type:Customer Service 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 will be submitting a written formal complaint to the **********, which will responded to in 20 days. Upon a Superior Court favorable ruling, this "insurer" WILL be liable for three times the original amount owed as agreed upon contractually. Date of total Loss: 06/19/2024 Date ALL AND BEYOND requested documentation submitted 08/07/2024 Time of response or payment to lien holder per written communication with insurer: 20 days Days since document and claim submission: 36 days Payments by me due to lien holder: $654 a month Washington State Legislature: RCW 48.22.060 Debt and financing coverage. (GAP)Every insurer that writes for loss or damage to "private passenger automobiles" as those terms are defined in RCW 48.18.297 and 46.04.305, shall provide, upon the insured's request, coverage that will pay, in the event of total loss, an amount, in excess of the actual cash value of the vehicle, sufficient to satisfy any outstanding indebtedness secured by and incurred in conjunction with the financing of the purchase of a new private passenger automobile.This GAP "insurer" requires unnecessary documentation after a loss such as the original window sticker from the first sale, even if the vehicle was purchased used. This leads me to believe that they prefer to create roadblocks in the hopes less educated/motivated consumers will simply fail. They make it known that if ONE of the 20+ documents requested are not up to their standard, they can delay GAP coverage 20 days for every missing item. I submitted EVERYTHING. With a background in law, I am aware of insurer's tactics & took many preventative measures. Yet, this company has failed to perform as outlined in their contractual obligation. Calls ending in dial tones, un-answered emails, non payment, etc.

  

  Business Response

  Date: 09/20/2024

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

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this vehicle 12/21/2019 with a 6 year environmental exterior/ interior vehicle protection package. Some time arount the end of October ************************************************************************ the drivers seat. I contacted the company in my enviromental vehicle protection contract. I informed them about the tear the next day provided pictures and measured the tear to make sure it was within the 1" threshold. I also provided pictures showing the stains through normal use after owning the vehicle for almost 5 years. iA American Warranty Group instructed me to take the vehicle to get a quote from a upholstery vehicle repair shop. I have attached that quote and they confirmed at the time of the quote the rip was still less than 1". After I gave ***** the quote they told me they would not cover the rip but would pay for the leather seats to be cleaned. They claimed the tear was more than 1". After insisting that is was less than 1" despite showing evidence with the quote from Car Spa Dealler Services (the company that did the quote for the repairs) they still would not honor the warranty contract. We emailed back and forth a month or so about this issue unitl I finally decieded to call. I asked to speak to a manager at the company. While speaking to the manager at the company and arguing whether or not the tear was less than 1" the manager got angry and decided right then and there to cancel the entire repair for the vehicle's upholstery even though they had already approved the cleaning off all the upholstery. I asked so to confirm "you are now rejecting my entire claim because I am arguing with you about this tear" and the manager said "yes".

  

  Business Response

  Date: 09/13/2024

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

  Customer Answer

  Date: 10/07/2024

  Complaint: 22179513
  
  I am rejecting this response because: iAWLP has made a few false statements. First, the contract was not "at no cost", I paid $349.00 for this warranty. Secondly, ***** has stated that it is "not normal use". We have asked them multiple times to define what "normal use" means and they have never been able to describe what that means and they still refuse to define it. I am a active duty member of the military for almost 19 years and I have used this vehicle for the past 4+ years for just commuting to work. I have spoken to multiple experts that work on leather and upholstery and everyone unanimously says this look like normal use of 4+ years on white leather. White leather is obviously going to show dirt and oil more pronounced. The upholstery shop has even agreed to write a statement saying that this appears to be "normal use". In addition I have taken required steps to maintain the vehicle for the entire duration I have owned the vehicle. I have the vehicle fully detailed every year to include full cleaning inside and outside of the vehicle. I also do smaller cleanings of the vehicle every other month. have receipts for all these cleaning going back the past 5 years. Thirdly, ***** stated that their warranty only for cleaning and re-dying. I went back through the warranty and they conveniently left out a single word that was in the warrant by not in this response "repair". In their warranty they state they will "clean or repaired, at our option, and the Super Polysteel Treatment  will the restore the appearance of the interior.". I spoken an attorney who deals with insurance and warranties around the auto industry. The attorney stated that in every instance when a warranty states they will "repair" and cannot repair they will then "replace". You can see why they would conveniently leave out the word "repair". Finally, I started the claim when I noticed there was small tear that was just made. I took a picture of the tear and measured it and was less than 1". I was deployed for the military a few weeks later. ***** asked for us to take it to a repair shop and get a quote for the repair. I had my partner take the vehicle to a repair shop and they did the initial estimate on it and agreed the tear was than 1". Unfortunately, do the fact iAWLP continues to drag this claim out, and argue over whether or not the seats were "normal use" or claiming the tear in the picture was slightly over 1" and not under 1" from looking at a picture with no definitive frame under reference, we are coming up on 1 year since I submitted this claim with repair in sight. To make matters worse because of iAWLP's actions in refusing to make the repairs on this claim. That 1" tear has now grown to almost 3" because I still use the vehicle every day and I have to sit on that tear. ***** has continually drawn out this claim and continues to be dishonest regarding their terms of their warranty so they don't have to honor it. I want a guaranteed promise in writing that they will "clean or repair to restore the appearance of the interior". If they cant repair the upholstery they then need to replace it. I complied with every aspect of their warranty. I reported the claim the day the tear happened and i have continuously maintained the vehicle. It is now their turn to comply with their end of the warranty.

  I have attached the polysteel contract with portion stating they will clean or repair to restore the appearance highlighted.

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

  

  Business Response

  Date: 10/25/2024

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

  

  Business Response

  Date: 10/25/2024

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

  Customer Answer

  Date: 12/05/2024

  Complaint: 22179513
  
  I am rejecting this response because: I have done everything that has been required to maintain this contract. I reported the tear immediately and I have been professionally cleaning the vehicle every year and I have receipts. I also have a upholstery repair professional who is willing to write a statement stating that looks like be normal usage on white leather seats. In the spirit of compromise and concluding this matter. I will accept 75% of the quote from the upholstery place.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/16/2024

  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.

  Ive gotten two cars from ****** over the years. I would recommend that you never buy additional dent and ding insurance. Its practically useless and only covers doors and bumpers. I bought it because I had new drivers in my house. My sons never did dent it but when I went to have some minor dings taken out (made by falling tree branches) I found out how useless it was. They also said that since I bought the insurance 4 years ago, the dealership changed hands and they dont sell IAS insurance anymore. Even though the policy was for 5 years or ******* miles. My car was at 4 years and ******. Dont get extra insurance from IAS.

  

  Business Response

  Date: 08/26/2024

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

  Customer Answer

  Date: 08/26/2024

  Complaint: 22154115
  
  I am rejecting this response because: Im not able to read or open the response. Are they willing to refund?
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/12/2024

  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.

  IAAWG serviced a GAP warranty policy I purchased for a vehicle that sustained a total loss in July 2023. They have still not paid out the difference between the insurance company's loss payout and the original financed amount (balance remaining). IAAWG has failed to respond to communications in a timely manner including phone calls and emails. They have failed to produce evidence that they have attempted to secure the information they needed to pay out the policy from the finance company ************ ********* has records showing one single attempt to acquire a payment record, during which the call was dropped (the IIAWG agent - ***** - lied to me and said that she had completed this request).When provided with requested documents, IAAWG requests additional documents, some of which were previously provided, and fails to confirm when these documents are provided. IAAWG has destroyed my credit and inflicted incredible stress on me in trying to resolve the claim.

  

  Business Response

  Date: 08/14/2024

  Thanks for reaching out us. We would be happy to review your claim. In order to locate your account, we will need some additional information. Could you provide the *** Addendum number and/or a VIN number (last 10 digits). You can also attach a picture of the *** Addendum or any related documents to your response.

  Consumer Support Team

• Initial Complaint

  Date:07/10/2024

  Type:Product 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.

  May 08, 2024, I purchase 2019 Audi Q5 with ***** miles from *************** in ******** AZ. I purchased also extended warranty for this car for 5 years and ***** miles with $250.00 deductible for $4304.00. At that point I didn't know about extended warranty market. When I find out that I was scammed a canceled right away. I canceled extended warranty on May 20, 2024, by calling financial manager. Paperwork was completed on May 24, 2024. They told me that they will refund this money to my loan in a few days, so I don't have to pay unnecessary interest on my auto loan. After three weeks when I didn't see a refund, I start calling financial manager and other manager whose name was on the paperwork to see the status on my refund, I even called my salesperson to see if he can help me out because I had no answers from all this people. I was calling every day and sent text message but no answer from anyone. ******, I called General Manager, and I left message for him but no answer also. All this people at this location ignore my phone call and messages completely. They were jumping around me when I was purchasing the car but after that all stops. The are right I never come back to this dealer anymore and I am warning others about this dealership. Better chose different location to don't get rip off. On my contract said that "if this contract is cancelled by You, your refund will be paid or credited within thirty (30) days of the date We or the *************** received Notice of Your request to cancel. We are now in beginning of July and refund is not there and finance company charge me an interest on all this money. I bought many cars in my live, but this was my worst experience. They don't show any respect for the clients. I am retired with limited income, and I count every dollar. Be careful when you go to this dealership. Be careful also with IA American Warranty Group. They don't follow up with the contract what they created. Looks like they scam their customers.

  

  Business Response

  Date: 07/21/2024

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

  Customer Answer

  Date: 07/22/2024

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/09/2024

  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.

  My van (2017 ******************) was purchased with a lifetime power train warranty through iaawg. My van had a no-start condition which lead to it being towed to the local shop. The starter was replaced and upon reciept of my vehicle back from the dealership the van was blowing white smoke from the tailpipe. Ultimately it was determined the engine block was cracked and the engine would need to be replaced. After contacting the warranty company they kept telling me the dealership had not demonstrated the block was cracked so it would not be covered. After a few phone calls and emails I was told there was a gasket issue and or thermostat issue that caused the block to fail so therefore not covered under the LIFETIME POWER TRAIN WARRANTY. My vehicle had no signs of an overtemperature condition like they suggest caused the failure, there were no codes logged on my vehicle. The dealership may be to blame also as when I picked up the van I was told to "just drive it and it will burn off" when referring to the coolant white smoke and that it had burned off in the shop previously when they were running it. All I know is I'm being taken by the dealership and or the warranty company. I don't think the dealership is giving me the whole story and I think the warranty company is doing whatever they can to deny the claim so they don't have to pay up. I have been without my vehicle since early May, I appreciate any help you can provide expediting this matter.

  

  Business Response

  Date: 07/09/2024

  Thanks for reaching out us. We would be happy to review your claim. In order to locate your account, we will need some additional information. Could you provide a contract number and/or a VIN number (last 8 digits). You can also attach a picture of the contract or any related documents to your response.

  Consumer Support Team

  Customer Answer

  Date: 07/15/2024

  Complaint: 21959776
  
  Here is the *** and contract number as requested 

  ***: *****************

  CONTRACT# ********

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

  

  Business Response

  Date: 07/21/2024

  We searched our records using both the *** number and contract number you provided but are unable to find a contract associated with your vehicle in our system. Please attach a copy of the service contract to confirm we are the correct entity to contact regarding this complaint. 

• Initial Complaint

  Date:07/08/2024

  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.

  *************************.7 months and this company has STILL not paid non-the lienholder AFTER receiving all required documents requested 3, 4, 5xs.Vehicle balance of loan in November 2023 was approximately $36,000.Total loss on 11/15/2023. I signed title over to my insurance company, Geico, they took the car and my tag, and they paid lienholder Santander, $24, ****** on December 6, 2023, leaving a *** of $14, ******. ********* has continuously sent me billing statements every month demanding payment. ***********************, Claims Manager from IAS Direct- the *** claims adjuster- harassed me via email for the same information over and over again until I sent her a Cease and Desist-after sending her all of the information she requested. Per the *** claim form, I am not the party responsible for sending her any documents- but I learned this after I researched. She STILL received all the documents so there's still no excuse for non-payment. Information she needed was her responsibility to get from the lienholder, insurance company and dealer. *********, the lienholder, also will not respond to me via Equifax or the Better Business Bureau. The *** product is a debt canceling product and I should not be receiving statements from Santander for the balance or seeing that balance still being reported on my credit file 7 months AFTER my insurance carrier has declared the vehicle a total loss, took possession of the vehicle by title I signed over and paid Santander 75% of the balance as of the date of loss.

  

  Business Response

  Date: 07/22/2024

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

  Customer Answer

  Date: 08/02/2024

  Complaint: 21955918
  
  I am rejecting this response because:
  It is an excuse not to pay and to keep stalling.

  It's disrespectful, unethical, unlawful and criminal.

  See attached message from ****** ******* dealership.

  I went to them in person on July 15.

  ****************** is the person there who uploads all claim information to GAP for consumers and she follows the claims. See attached, her message to me today AND a picture of the claim in the *** system. It looked just like this on July 15, 2024. It has shown this way for months. Complete green check-offs on all documents needed. Everything *** needed they have received. Why is *** stonewalling and not paying???? Are you out of money? Do you need to declare bankruptcy??????

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

  

  Business Response

  Date: 08/15/2024

  * Due to the sensitive nature of the information contained the response - we respectfully request this content not be posted publicly*

  We have attached a copy of the email that was sent to ****************** on August 8, 2024. If she has additional questions regarding her claim, we encourage her to contact our Claims Department directly. 

  Customer Answer

  Date: 08/16/2024

  Complaint: 21955918
  
  I am rejecting this response because:

  On August 15, 2024 at 1:37pm, a material package was received by the compliance officer, *****************, of IA Warranty Group, via **** mail delivery (see USPPS confirmation attached herein).

  This response to BBB is not a response to that package.

  Please review the documents sent that I have attached herein.

  IA Warranty Group legally(by law) ********************************, $14, 904.90.

  *****************, Compliance Officer 

  ************************

  *************************************

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

  

  Business Response

  Date: 08/21/2024

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

  Customer Answer

  Date: 08/26/2024

  Complaint: 21955918
  
  I am rejecting this response because:

  There is no lienholder. IA owes payment of $14,039.6/ to consumer.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/29/2024

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

  Customer Answer

  Date: 09/02/2024

  Complaint: 21955918
  
  I am rejecting this response because: due to material misrepresentations and material deceptive practices of IA Warranty Group since December 2023, Santander Consumer *** has been materially misinformed and cheated out of $14,109.00-which ******* is NOT ever going to pay(please advise Santander Consumer USA of this).

  FL DHSMV records has shown that there is no lienholder (records were sent to IA Warranty via email, **** mail, ******************** uploads and are available 24/7 by going onto the FLHSMV website to do a title search on the property).

  IA Warranty Group misuses the term "lienholder" to falsely give the perception that their is a legal debt secured by property when there is not.

  False misrepresentation of "character."

  IA Warranty Group material false statements and material misrepresentations has caused Santander USA to violate the ****** the Fair Debt Collection Practices Act (*****) prohibits debt collectors from misrepresenting the character of a debt. The ***** prohibits debt collectors from using any unfair, abusive, or deceptive practices to collect debts. This includes: 

  Misrepresenting the amount, character, or legal status of the debt.

  *****************************************************

  Violations of the ***** can result in civil liability, including: statutory damages up to $1,000 per violation, actual damages, and attorney's fees. 

  Debt collectors may also face enforcement actions by federal or state regulatory agencies. 

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

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  o Whom It May ********* am writing to file a formal complaint against iA American Warranty Group regarding their handling of my GAP insurance claim. I initially submitted my claim on or around May 13, 2024. Despite providing all required documentation, I have continually been informed by iA American Warranty Group that they have not received the necessary paperwork.Moreover, communication with iA American Warranty Group has been exceedingly challenging, with responses to inquiries about the status of my claim taking up to 30 days. This extended delay in processing my claim is highly unprofessional and has caused significant frustration and inconvenience.Given the circumstances, I am requesting a full refund of the payment made for my GAP coverage. I firmly believe that iA American Warranty Group has not acted in good faith and has failed to fulfill their obligations under the terms of my policy. Their conduct leads me to conclude that this company may be engaging in deceptive practices, which warrant investigation and appropriate actions by regulatory authorities.In light of the above, I urge the Better Business Bureau to investigate this matter thoroughly and take necessary steps to ensure that iA American Warranty Group adheres to ethical business practices and meets their obligations to consumers.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

  

  Business Response

  Date: 07/29/2024

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

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2020 *** Terrain from **** ********* dealership in *******, ***** on March 22, 2024. When I bought this vehicle I was offered the iA American warranty group for 48 months or ****** miles. ******* after 30 days of having the vehicle, my transmission went out and was rerouted to be brought to the *** dealership to get serviced. Once iA American warranty inspected my vehicle 1 week after my car had already been in the shop at ***. They diagnosed the vehicle and put in an order that was supposed to be a transmission. This order took approximately 3 weeks to get to the dealership and it was the wrong part. They sent the service department a tailgate when I needed a transmission. They reordered a transmission, within a week a transmission was delivered to ***, but it was damaged and it was no use to my car as it was in worse condition than my original one. Myself as well as the *** dealership have tried contacting them regarding the delay and the negligence within this process. Every time I have called the warranty company there has been a run around as far as getting someone to help me during this time period without a car. AI warranty will only provide a car rental for none than $150. Through there negligence of sending the wrong parts or faulty parts, I am still without a vehicle to get to and from work. ***, where I am getting my vehicle serviced will not provide me with a loaner because I am only 20 y/o. *** and myself have reached out to AI warranty, and they are either busy or they hang up the phone on me.

  

  Business Response

  Date: 07/30/2024

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

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new **** F-150 Pick-up at ************************* in ******* ** in July of 2023 with a 10-year extended warranty through Millennium Automotive Protection. I purchased the Platinum coverage for $2,572.00 with a $100.00 deductible. I was told at the time of purchase everything bumper-to-bumper was covered; including wheels / tires. I just had the tires rotated at ************************* on 15 May. On 1 June 2024 the rear passenger tire sidewall blew out. I did not hit anything on the road and immediately pulled over to changed the tire. Theres only ****** Miles on the vehicle. I returned to ************************* with my warranty information on 3 June to replace the tire. The service manager called Millennium about the Platinum coverage and was told only the rims were warrantied and wheels are not covered. I disagreed and pointed out in the warranty booklet where it says Platinum coverage covers everything under bronze, silver and gold coverage. Gold coverage paragraph 20 specifically says FACTORY SUPPLIED WHEELS. Paragraph A of WHAT IS NOT COVERED, states: The list Is NOT APPLICABLE TO PLATINIUM OR PLATINIUM WRAP COVERAGE. Also, DEFINITIONS: Covered Part(S) includes all original parts on your vehicle of the time of its purchase by you.Merrium Websters definition of wheel: includes tires. Its suspected the tire was a factory defect to fail as it did at only ****** miles. I am seeking reimbursement for the cost of replacement minus the $100.00 deductible. $343.08 Tire replacement - $100.00 deductible = $243.08 I am seeking reimbursement for the cost of replacement minus the $100.00 deductible. $343.08 Tire replacement - $100.00 deductible = $243.08 I am seeking reimbursement for the cost of replacement minus the $100.00 deductible. $343.08 Tire replacement - $100.00 deductible = $243.08 Thank you,***** ********************* ************************************* ************** *******************

  

  Business Response

  Date: 06/25/2024

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

  Customer Answer

  Date: 06/27/2024

  Complaint: 21856726
  
  I am rejecting this response because:
  iA American Warranty Group has cherry picked the verbiage from their Bronze, Silver and Gold coverage and left out the Platinum warranty language which covers tires in order to deny my claim reimbursement minus deductible. ***y also interject the following highlighted phrase that defines their definition of wheel which is nowhere written in the warranty I purchased:
   However, tires and wheels are not the same. A wheel is the metal framework that serves as the foundation for the tire, which is the rubber component that makes contact with the road. Per the excerpt above, Platinum coverage does not include components listed under Section III. WHAT IS NOT COVERED. Per Section III, B., tires are listed as a component that is expressly excluded from coverage:
  ***y go on to explain Platinum coverage per the excerpt above Per Section III, B., but fail to include or mention Section III, A and the last sentence of Section III,B.
  Section III,A. Last sentence under WHAT IS NOT COVERED:  NOT APPLICAPABLE TO PLATINUM OR PLATINUM WRAP COVERAGE.
  Section III,B. Last sentence under WHAT IS NOT COVERED:  TIRES, AND WHEELS / RIMS /STUDS, SEAT FRAMES,DOOR HINGES, AND MIRROR HINGES, ARE NOT EXCLUDED FROM COVERAGE IF GOLD OR PLATINUM COVERAGE HAS BEEN SELECTED AND PURCHASED.
  According to the Gold and Platinum warranty tires are covered.
  In addition,I would like to add that when I took my new vehicle to ************************* in **********, *********** Manager called iA American Warranty Group about my Platinum coverage and was denied to perform warranty work. I disagreed and he informed me I could call them to discuss my coverage. I contacted iA American Warranty on Monday 3 June, 2024 at 8:33 a.m. and spoke to a **************** Rep. *** conversation was being recorded. *** Representative seemed to be reading from a list and regurgitating canned catch phrase reasons for denial. I requested to speak to his supervisor. I was connected with Supervisor ******. He was not any better. I was neither rude nor condescending to them. *** conversation with Supervisor ****** was going nowhere and I asked him for his full first and last name and how to spell it. His response was, **************** Again, I asked for his last name.He refused to give it to me and said, thats all youre going to get is my last initial. I informed him I wanted to have his information correct for when I file a formal complaint.
  Again, I am requesting immediate reimbursement per the Platinum warranty terms for $343.08 - $100.(Deductible) = $243.08.
  Also please post this response to the BBB website.
  Regards,
  
  ***** *********************