Phoenix American

I had my car since Feb 1, 2011 and drove 5 miles to work until last month, when I moved. Since then, I have had the fuel pump, radiator fan, and over flow tank replaced around June. Then, I had the radiator, hoses, and thermostat replaced around mid July. Both times was like pulling teeth when dealing with the warranty company. About 45 days after, the cooling system was replaced and two weeks after I moved, and now, drive 40 miles one way to work my car keep overheating. I took it to the local Dodge Dealer. They called the warranty company and they were advised to have the heads pulled to check for damage, since the cooling system was just replaced.

The dealer took the heads off and sent them into get checked and resurfaced, when this was done they found the cam on the left side and had froze. They want to repair the car with warn out part but because they are not broken, they will not replace non damaged parts, that is what they have said to me and the dealer.

Well, warn out is damaged when it come to a motor. They only want to pay for half of the labor, and want me to cover the other half. They do not want to pay for anything, on the right side, due to nothing was found wrong on the right side, even though they told the dealer to pull the head and have it checked. The dealer had to break off the coil to get the head out and they said I have to cover that because it was operational, well, due to the cam being froze, on the left side of the mechanic, I had no choice but to break it off to get the head off.

They don't want to cover any oil for the job. And they don't want to cover any rocker shafts. This company just wants to do repair half way so when it breaks again, they don't have to cover it, or hoping that the car will be out of warranty by then(mine runs out in Feb 1, 2012). I have been without my car for over two weeks and counting. They are only covering 1668 of a 2852 dollar repair. The warranty company would not return my phone calls; let you talk to the adjusters or anything when you do call. All they tell you is, "Have you read your contract or I can put you into the supervisor's voicemail, as they are not available at this time."

I purchased a nearly $5000 extended warranty on a 70K motorhome. About a year into warranty, I had brake problems while on the road with my 2 children. A nearly $3000 repair. We were broken down along a main highway. I had the mechanic's shop call Phoenix to approve the repair. They told them to go ahead and order the $1500 parts. They did, which I had to pay of course, along with the $300 for the initial troubleshoot of problems.

During the next couple of days, they refused the repair and told me to go ahead with any complaints I had as no one had stopped their business practices yet and they knew how to deal with that sort of complaint. I told them time and time again that I was along a highway with 2 small children. They refused the tow also. The calls I made were put on hold and when they put me on hold, it hangs up after a half hour. An hour of waiting, then they just stop answering. I come to find out that they only appeared to have one person running it all. It is all a scam. I have all the receipts to prove it all and the people I worked with and all.

I called to find out how to turn in a claim on our extended warranty for an emergency brake repair. Our brake master cylinder had failed while going down a hill in our 33' Motorhome. We purchased the Motorhome at Roy Robinson RV in Marysville. They have fixed our Motorhome and gotten paid on this claim. I called Roy Robinson RV to see if they thought that Phoenix would pay for a brake repair job, and they thought they would. Roy Robinson RV never suggested that we get the claim pre-approved before having someone work on it. Roy Robinson RV was close when we first had the truck repair people look at our Motorhome because it happened on a weekend. So, we had to use a different service. We could not move our Motorhome due to the failed brakes and we were far from home. We live full time in our Motorhome and both work full time, which was an even greater burden.

On 8/17/2011, the engine light of my Chrysler T & C turned on. I am covered with policy # AP ** AutoPlus Premier ($2495). The first time I tried to use it was when I called them and they told me to go to any repair shop, get a diagnosis, and ask the repair shop to call them for authorization of repair, which I did.

The part that needed repair (DGR valve $118) was declared not covered by the insurance, therefore, they said they would not cover diagnosis or labor either. I called the insurance and told them that this was not logical since the diagnosis was the first step for a repair and that this is not what they told me the day before Phil told me that he understood but that the policy was that if they didn't approve a repair, they would not pay for diagnosis. To me this is a scam and an abuse of the customer. This is outrageous.

An official claim was filed against this company at the Division of Consumer Services in Florida. If you had similar problems with this company, please fill out a complaint against them. When I called to let them know I had filled out a complaint, they just said, "Do it!"

I had my 2006 Yukon repaired. They did not cover the wiring harness for the rear window wiper and said that they don't cover rear window defroster. What part of wiper is in defroster? Well anyways, I had to rent a car for 19 days and was told by the repair shop that Wynn's would cover it. So when I returned the car and had my Yukon back, I called them. Gladys said that I had to mail the originals to them and I would be reimbursed in seven days. Well fourteen days later, I callled and they said that they did not receive the paperwork. Well, I sent them certified mail and they had to sign for them and then they lost them.

It has almost been a month and no one knows what is going on. They keep telling me that they will call me; they still have not called me and they hang-up on me when I call them. I am out over $900.00 at this time and don't know what to do now.

The electric seat adjuster motor on our 2003 Ford Expedition quit working. We took it to the local Ford dealer. After evaluating the vehicle, the service manager determined that the motor and gear track/seat frame assembly had to be replaced. The entire unit had to be replaced, because Ford had changed the design since the vehicle was manufactured and individual replacement parts were not available. The dealer service manager called Phoenix American to get the repair approved.

Phoenix American denied the repair. First, we were told that because Ford had changed the design of the motor assembly, the repair was an "upgrade," and the contract excluded upgrades. We discussed that for a while, and Phoenix American stopped arguing that point, as I stated that this was not an upgrade, just a restoration to the previous state of function.

Phoenix American then stated that because the gear track was attached to the frame of the vehicle, this would be considered a repair of the frame, also an excluded service. They did not stick with that line of reasoning very long.

The above discussions were with junior level telephone reps. We then graduated to Jared, who identified his self as a mechanic at Phoenix American and told us that it was a very complicated system with lots of cables and sensors and motors and that we could not understand the system. At that point, Phoenix American agreed to replace the motor but not the rest of the system, but the Ford service manager told us that the motor would malfunction very soon, because the entire system was faulty, and in any event, the motors were not available individually.

We then contacted the state Attorney General for assistance in getting Phoenix American to live up to the terms of our contract. We traded a series of letters through the Attorney General's office.

Phoenix American's first response to the Attorney General was to state that we would have to return the vehicle to the Ford dealer to "effect further diagnosis" and then call in an independent inspector to report his findings. We did this, at additional expense and loss of use of the vehicle for 3 more days. The independent inspector stated that the assembly had to be replaced for the seat to function properly (i.e., that the Ford dealer's evaluation had been correct).

"If the dealership wants to replace the motor and the seat track, they would need to remove them to carry out the repair they want to perform. When the motor and seat track are removed, Ford should be able to identify the cause of failure. As such, our claims department is bewildered by the fact that the dealership does not want to do this. Our claims department maintains the position that Mr. X's claim cannot be authorized until a component failure has been confirmed."

Removing the motor and seat track to determine the "cause of failure" would cost $700 and another day, at least, of loss of use; and it is not necessary, as the dealer has already determined exactly what the problem is and what needs to be done to remedy it. Phoenix American's own independent inspector is in agreement with the expert opinion expressed by the dealer service manager.

I don't think that any reasonable person would be "bewildered" by our reluctance to spend more time and money jumping through Phoenix American's hoops, only to have them find another excuse not to live up to their contract. We respectfully request that anyone who can help us with this matter contact us through this website. Thank you.

I and many others in southern California have been bombarded by phone calls from American Warranty Services in Miami, FL claiming to be the "agent" on my warranty and that my warranty is about to expire. Then "for security reasons," they want me to provide "all" of my personal information and vehicle information to them. Both of my vehicles have been out of warranty for several years, so I immediately knew that their claims about servicing my current warranty were all phony.

However, if I did have a warranty that would expire soon, I can see how it would be easy to be deceived by them and tricked into a phony renewal. I believe that this company has other aliases based on similar past phone calls I've received. I would like to see these manipulative, deceptive businesses put out of business before they harm more consumers.

We are having a problem, once again with Phoenix making good on their warranty. We reported a claim for the regulator and motor that went out on our Dodge Dakota truck. According to our warranty contract a regulator is not covered (says Phoenix) but all motors are. Wording on our contract says - "11. Electrical: Alternator; generator; voltage regulator; distributor; rear defrost; all relays and solenoids; all electric motors....." Phoenix refused payment because the regulator is not a covered expense. The regulator and motor on the Dodge Dakota's are connected together and you cannot separate them.

The technicians at the Dodge dealership explained to Phoenix that originally the regulator was out but after they inspected the vehicle when the regulator moves the shaft is twisted and the motor does not work. The technical diagnosis is that we've had extreme cold weather which caused the motor issues. All this was explained to Phoenix but they still denied the claim. We even had someone at Phoenix tell us that the technician never called and discussed the problem with our truck but my husband was standing next to the man when he talked to Phoenix.

We have had many conversations with various people and they all LIE and now they refuse to talk to us. One of the people we talked to was Juliet and she was completely rude. I can't remember the names of the other people because we were completely frustrated and did not document them. My husband left a message with one of the supervisor's, don't know what her name was, but she called over 24 hrs later and was an ice queen.

We've talked to Supervisors and they tell you no conversation was reflected in the notes and so forth. This is the second time we've had to use our warranty which they received their $2000 + dollars for but it is ALWAYS a fight. They have denied our claim and we want this situation reviewed because it is unfair when the regular and motor is all dead and the motor is a COVERED expense.

My husband and I purchased a 2004 Ford 150 from Thrifty Car Sales in Clearwater,FL. We also purchased a 2 year warranty with the vehicle. We had some problems with the truck and the warranty company is refusing to pay for the major repairs.

On February 23, 2004, I leased a 2004 Mercury Mountaineer and have currently made 37 payment. The lease expires on February 23, 2008. At the time of purchase, the vehicle had approximately 4,200 miles.

On February 16, 2007, I brought the vehicle into the Burlington Lincoln Mercury Service Department because the transmission had slipped and the vehicle could not go beyond 25 - 35 miles per hour.

The dealership gave me a estimate of approximatel $2,100. At this time, I was under the assumption that the vehicle was covered under the bumper to bumper warranty. I was told that although I did meet the 3 year mark, I had exceeded the 36,000 miles mark. I explained that I had only driven the vehicle for about 33,000 and that at the time of purchase the vehicle had 4,200 miles on it. I was told that the warranty started at the time of usage. The dealer never informed me that 4,200 miles of my bumper to bumper warranty was used by them. This was material information which would have alter my decision to purchase the vehicle.

I also had an extended warranty (5 yrs., 60,000 miles) from Phoenix American Warranty Company Inc. The AutoPlus Deluxe Coverage states that the transmission is covered for transmission case, transaxle case, transfer case, and their internal parts, torque convertor, vaccum modulators, cooler and metal cooler lines, and transmission mounts. I notified the warranty company and have been in contact with them.

However, as of February 26, 2007, the warranty stated that they have found nothing wrong with the transmission. Again, the vehicle transmission slips repeatedly and the vehicle cannot be driven over 25-35 mph. The vehicle is a hazard on the roadways.

Presently, the warranty company is disputing the claim and has stated that there is nothing wrong with the transmission. Therefore, I am desperately seeking your assistance in the resolution of this matter. Thank you.