Complain about a product or service

American Guardian Warranty Services, Inc

joseph of port richey, FL September 2, 2009

We were solicited by the company telling us that they could help get us a loan modification.We sent in 19 different emails with a total of 53 attachments.We called and called to find out what was the status because we wasn't hearing anything from the company."In total we spoke with 2 people and that was over a 4 month period and at our pushing the calls.In the meanwhile they took no time in taking 1000.00 from our account on June 23rd,2009.In addition out mortgage company,who American Guardian stated to no longer deal with nor answer to kept contacting us until I finally called them and they stated that they hadn't gotten anything from American Guardian.We then get a letter saying we have 10 days to submit certain paperwork,which I had submitted months prior and I have all emails and attachments or we would be in foreclosure.I contact American Guardian can get noone on the phone so I leave a message in which a Lisa told me to not call telling them they weren't doing their job..although they HAVEN'T.Then says they just contacted our mortgage company whos saying they need paperwork,which was one if the things I stated in the voicemail to American Guardian,although prior this in the first call they had everything they needed.We are now out 1000 dollars,now behind almost 7000 and have gotten a return phone call twice.This is ridiculous and absurd..what they've done we ourselves could have done.Is it our mistake for not being more educated in all of this absolutely,but is it ok for companies to take advantage of people in their hour of hopelessness and the fear of losing their homes NO!!! This is ridiculous."I will also be contacting the BBB as well as the Attorney General In New Jersey and Florida.

Charlene of Capitol Heights, MD July 28, 2009

I purchased an extended auto warranty with American Guardian. I have had this policy for 5 years and have never had to use it until this year. I put my vehicle in the shop at the Mercedes Benz dealer, the informed me that my ignition coil was bad and that I had a engine leak. The warranty company was contacted which took two days only for them to tell the dealer that neither part was covered. This company has very poor customer serivce and something really needs to be done. I went to there websites only to see the a few customers who was pleased with this company. I will never use this company again.

Scott of manhattan beach, CA July 6, 2009

Land Rover engine was replaced by the company with a very old engine, which was sent after a two week delay and a wrong engine sent. Rebuilt engine leaked oil and coolant through gaskets, which was confirmed by Land Rover. However, company was unwilling to fix their error.

Stacey of royal palm beach , FL June 24, 2009

Purchased service agreement Dec 2008 cancelled Apr 2009 haven't rec'd refund check yet. called company two weeks straight recording picks up everyday left several messages no responds. Also contacted the administrative claims office.

Stacey of royal palm beach , FL June 24, 2009

Purchased service agreement Dec 2008 cancelled Apr 2009 haven't rec'd refund check yet. called company two weeks straight recording picks up everyday left several messages no responds.

Cassie of st. petersburg , FL June 1, 2009

I brought my van in on Wed morning. The shop did a diagnostic and called American Guardian to file the claim. They proceeded to make an inspector come out. Thursday the inspector didn't come out so we had to get a rental thru American Guardian. Friday afternoon the inspector came out. He didn't fax the information to the Adjuster until monday afternoon after 3:30. I was informed that I wouldn't be authorized a vehicle but for only 3 days. But it took 4 days for the inspection to be complete and the adjustor still didn't approve the claim on monday afternoon.

On Tuesday I have to return the car and have 4 children that I am now unable to transport. To make things worse my 1yr old has surgery on wednesday and I am unable to drive him there due to thier delays. I have called several times to speak to someone to authorize me more days because I didn't do anything and the shop has not been able to work on the vehicle because of American Guardians delays.

I was hung up on and told that they would authorize the vehicle until tuesday only but that they were sorry that my son was having surgery but they will not give me an extra day. I feel that this company is a rip off and does not work in a timely manner and they do not have thier customers best interest at heart. I am going to cancel my policy with them and get another extended warrenty company. No one should have to go thru this. I had to postpone my sons surgery due to thier delays and them not authorizing me a loaner car for an extra day.

Fred of San Diego, CA April 8, 2009

I'll keep updating this as the story unfolds. After reading the previous reviews I'm a bit worried now that I need to file a claim with Wheelz.

Two months ago I purchased a used 2002 Subaru Impreza WRX Sport Wagon. I also purchased the Ultimate Used contract from Wheelz for 3 years/36,000 miles for 1,700.

Early this week my car stopped boosting, lost a lot of power, and the cabin started reeking of fuel. After reading through the contract and noting that any ASD or dealer repair shop is acceptable to bring my car in for covered service, I opted to take the car straight to the dealer.

Turns out my new to me car requires 2,781.81 worth of new parts. Most of these parts fall under the list of covered parts in my service contract. Wheelz is sending over an inspector today to make sure the claim is valid. I'll report back after I hear from the dealer again.

B of Wasilla, AK March 28, 2009

In August 2008, I purchased a 2001 Chevy truck from a local used car dealer in Anchorage. We decided to get an extended warranty at a cost of 1200.00 In February of 2009, I discovered a transmission leak and took the truck into a shop for repairs. I have used the same shop for all of our vehicles and they have done a superb job and fixing the problem and getting the vehicle back in a timely manner. I gave the shop the warranty information and they took it from there. After several days, the repair shop called me and stated that Wheelz warranty/American Auto Guardian Inc. were being difficult and unwilling to authorize the work needed in order to diagnose the problem. They stated that the authorization would have to come from the customer.

As I see it, if I authorize the shop to perform a particular task and afterwards they cannot find the problem, then that cost would fall on my shoulders and not the warranty company. My truck has been in the shop now for one month. The shop has gone through the entire transmission and they have found a part of the front pump that was not functioning properly. They have received a second opion from a transmission Tech who agrees that the problem lies within the front pump. The shop then called Wheelz back to have an inspector come out to verify their findings.

Now Wheelz is stating that they will not cover the cost of repair/replacement of the front pump because there is no visible damage, even though the mechanic showed the inspector what the problem is. I have spoken to another individual who is having similar problems with another warranty company. She stated that she is filing a claim with the BBB, the Federal Trade Commission and the Attorney Generals office. I will be doing the same thing in order to get what I paid for. Word of advice: Check out the warranty company before you buy. Don't do business with American Auto Guardian/Wheelz Inc.

Sherrill of Kaneohe, HI March 25, 2009

I was without my car for 14 weeks, and got the rude, uncooperative, incompetent service advisors. Then, they gypped me out of a legitimate claim. This is a company whose representatives argue and swear at you when you initiate a claim. A company that does not do what they promise. A company that is slow to respond. A company that hassles the mechanics. A company that does not pay a claim which they have authorized. A company thst takes weeks to send you a reimbursement, (short hundreds of dollars and without sn accounting.)

Without too much detail, for my first claim, they couldn't find my contract. The repair took 10 weeks; I did not rent a car. The mechanic complained about American Guardian. They sent a used part which failed in 525 miles. I paid for my own towing both times. A new repair shop took a month for the replacement repair. The mechanic complained that the company was only pying him for four hours of work, and he spent three hours n the telephone with them aline.

I called to authroize a car rentalthe second time, and the representative told me to deal with the supplier of part, as it was under warranty. When I insisted that was their job, not mine, the customer service rep said [Expletive] unbelieveable to me. I then called the sales agent for assistance. I rented a car for 2 weeks and two days, getting prior authorization by the boss, senior customer service rep. The check they sent me was short two hundred dollars and five weeks late. No explanation of the deduction on the check.

I paid two deductibles for the same repair, lost hundreds of dollars in towing, lost employment (I am a subtitute teacher - need my car to get to work on short notice.) I paid out extra money for promised reimbursement they reneged on. In the course of the repairs, I paid out over two thousand dollars of my own money for items needed in the repair, but not covered, although the contract does n t exclude them.

Steve of Chicago, IL February 13, 2009

So far I have had a good experience with American Guardian. I bought my warranty in Aug and had a break down in Oct. They replaced my water pump and lower motor mounts,upper ball joints and sway bar. The only sticking point was that the shop rate of 149/hr. they would only pay 100/hr. The dealer was more than willing to lower there rate. They paid 1165.00 in repairs.

Before I bought this policy I knew about some of your issues here on this web site and told the salesman. He told me too google any company and you will find complaints, it made sence to me. So far nothing else has gone wrong with my Pt Cruiser since then. I will report my next claim and how it was handled. I paig 1680 for 36/4000 miles.

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