Complain about a product or service

American Guardian Warranty Services, Inc

B of Wasilla AK (03/28/09)
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

Sherrill of Kaneohe HI (03/25/09)
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

Steve of Chicago IL (02/13/09)
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.

Lorrain of Las Vegas, NV January 15, 2009

We purchased a used motorhome at 10,000 RV on August 16, 2008. They convinced us to get an insurance package from American Guardian Warranty Services, Inc. When we returned home we realized we are insured by Good Sam (a very legitimate RV organization) who told us we don't need that insurance company and they advised us to cancel immediately and request a refund of 2,524.00. We did this on 9/29/08 by telephone AND FAX. 10,000 RV stated it may take up to 45 days and the policy would be pro-rated. We have heard nothing and phone calls to Guardian claim they do not have a policy with us. When we attempt to contact 10,000 RV, everyone seems to have a "day off" and can't be reached at that particular time. So far, American Guardian Warranty doesn't seem to take this seriously, along with the RV company.

We are senior citizens on a FIXED income. We saved a long time to get a used RV so we could travel from Nevada to San Diego to see our daughter. My husband cannot drive as he is a heart patient. I do all the driving. He is getting quite upset and that is something he does not need to be. We are paying storage on our RV, and are afraid to drive it out of the area in case something happens to it. This is another cost to us, along with the insurance we do have with the Good Sam people (a very GOOD organizationn) Numerous calls to 10,000 seem to go unanswered and Guardian tells us they do not have a policy with us. This is an unacceptable reply from both companies and we need someone to help us get our money returned. Thank you

Marleen of Dunn, NC October 24, 2008

Marleen of Dunn NC (10/24/08)
I purchased a warranty from William P. on or around August 28th, 2008. When I purchased it I was told by him that my wait time was 30 days and 1000 miles. William called me about one week later to confirm my address and send me my contract. I called him back and gave him my address. However, I knew that he had it because he had sent me a confirmation statement in regards to my purchase.

Well I still didn't get my contract and when I needed it, I called American Guardian Warranty Service and had them fax me a copy. When I spoke with them on the phone, The person that I spoke with told me that my warranty was a 90 day wait. When I told her that this was incorrect according to William P., she put me on hold, and came back a minute later and said ok. I got my contract and sent my car to a repair shop to be serviced. They called me back a few hours later and informed me that my warranty was not valid yet and that I would have to wait a full 90 days.

 called AG back and asked what was going on and she told me to call NWS back. When I called them and spoke to Dave, He told me that he was sorry about what had happened, that William no longer worked with the company and the only thing that could be done for me was a refund of my deposit and one monthly payment.

I now have to come up with money to get my transmission fixed and I was under the impression that this was going to be covered by a warranty. This is going to end up costing me about 3000.00 that I don't have. I really think that this warranty should be honored because the man who sold it to me made a mistake. The company he worled for is aware of this and did nothing to protect their customers or make this situation right.

Aida of Brownsville, TX October 8, 2008

Aida of Brownsville TX (10/08/08)
I bought a 2003 Freightliner Columbia from American Truck Center. With the purchase of the truck I purchased American Guardian Warranty Protection for 2,750.00. As per the contract: my warranty covers motor, trans, diff for 2 years or 240,000 miles. September 19, 2008, I called and spoke to agent Giomar at AGW, she was unable to start my claim due to my mechanic not being fluent in Spanish. I was told the only person in thier company that can speak Spanish was out of the office for the next 2-3 business days.

Once again I called AGW September 24, 2008; my claim was opened. My claim amount is 9,225.74, AGW won't cover even half of that. They alloted me 3,800. Customer service at AGW practically ridicules you when I expressed concern over my claim. Bouncing back and forth between agents and supervisors has been my daily task going on 3 weeks now.

Once again I called AGW, and was finally told that the claim will be processed and payment will be received 3-5 WEEKS from now. I'm a small business owner so I go the the friendly economical mechanic. He can't start major repairs without getting some sort of payment. I offered to have my truck towed the the nearest Freighliner dealership at my expense. They can absorb the cost and wait the month or two for the company to pay up. AGW refused to hear of my truck being moved. Their excuse being my friendly neighborhood mechanic is cheaper than Freightliner.

John (highest supervisor available) advised me to pay the full claim to my mechanic, then AGW will refund 3,800.00 in the mail--once again in a period of 3-5 weeks. In the mean time, who is going to pay my 2000.00 a month truck payment, not to mention a driver that I have sitting in the office waiting for me.

Lawrence of Hollywood, FL August 22, 2008

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