American Auto Shield

I am a service adviser for a large independent automotive repair facility, and we deal with many extended warranties, these guys are the worst. I have been on hold now for over 1 hr like everyone else. Never have I dealt with extended warranties that made us wait this long. As a repair facility we do not have all this time to wait, this is very unprofessional. I would advise all potential consumers looking into getting an extended warranty to STAY AWAY FROM THIS COMPANY!!! After reading most of the reviews I would have to say that this company is a scam.

As a Service Manager for a domestic new car dealership neither myself or my Service Consultants have the time in our day to sit on hold for hours while being transferred from person to person to get a claim started. In the past two days I have been on hold all together over four hours and have made no progress getting my customers claim approved. I tried the online claims method, but it appears to be broken, I have tried the callback option but they do not call back. I have dealt with many warranty companies in my career and American Auto Shield tops the list of the worst. After this experience any customer bringing in a vehicle with an American Auto Shield warranty will pay out of pocket for their repair and then they can sit on hold forever to be reimbursed. I am still waiting on hold while I write this review, 1 hour 21 minutes on hold this round.

First of all I want to say I had CarShield 4 months and I haven’t made a claim ever to an insurance company. The customer service people was polite. That is the only reason I’m even giving a 1 star. The dealership was on hold for 2 hours. She then called me to get me to start a claim because they do not have 2 plus hours to wait on the phone. I called Auto Shield to the claims department. I was on hold 3 hours and never got through to anyone! I press 1 for call back but that system doesn’t work. Internet service doesn’t work so therefore it all a scam! Please be aware of this and other car warranty places. This is the worst company I have ever dealt with. I’m filling a complaint with Better Business Bureau!

Over 5 hours on the telephone. No success placing a claim. I have been trying to get my car repaired, and need authorization from American Auto Shield. I am continuously on hold. And their online claim reporting is disabled. My service provider was not successful in securing approval, they were on hold for over 2 hours. I am now on day 10 of my rental trying to get someone to approve the repair. Looks like I will need to pay a tenth day of rental since I am still on hold. This company does not provide the only service it is suppose to - approve repairs provided by their contract.

I’ve made a claim. Sat on the phone on hold over 5 times for over an hour and a half. Finally get through and get told because there’s no service records it’s denied. I haven’t even owned my car a year. 1 oil change I did myself so then they say I can talk to the claims adjusters but they apologize. It’s will have to be on hold another 50 min. After 1 hour and 10 min I get disconnected. LOL. Not to mention they charged me another month when they still haven’t done anything about my claim I did last month.

Over 5 hours on the telephone. No success placing a claim. I have been trying to get my car repaired, and need authorization from American Auto Shield. I am continuously on hold. And their online claim reporting is disabled. I rented a car for one day while my repair were being made. My service provider was not successful in securing approval, they were on hold for over 90 minutes. I am now on day 2 of my rental trying to get someone to approve the repair. Looks like I will need to pay a third day of rental since I am still on hold. This company does not provide the only service it is suppose to - approve repairs provided by their contract.

THIS IS THE WORST COMPANY I HAVE EVER WORKED WITH. I have been put on hold for the better part of a work day. My current call is at one hour and 10 minutes. It's funny because I can tell they took me out of my hold for the manager and put me back into the general hold music again. It's absolutely a SHAM. My contract is paid in full and they refuse to take my call and honor my claim. Also they only correspond via phone or fax. I have not gotten any email from them. Oh and GET THIS... Their VOIP phone service was so messed up yesterday that I was connected to a different company 4 times - So of course I called customer service and she was so shocked she put me on hold to call and got the same reply - Shocker! I encourage you to save yourself from a few gray hairs and do not do business with these scammers!!!... Btw, I'm still on hold.

I have my 2008 GMC Acadia stuck in the shop at the moment. The shop and I were on conference call with American Auto Shield when after 30 minutes, we finally got someone on the line. Only to be transferred to an "adjuster" to review my claim. The wait time? 1 hour and 5 minutes! I tried pressing '1' for their callback service and it didn't even function! Unfortunately, the mechanic from the shop had other customers to service so we had to hang up (understandably so). Now I'm on the line again and approaching another 30 minutes. This is truly unacceptable. You can't even make a claim online! I'll be filing a complaint with the BBB.

Hours on hold to talk to someone then told that the customer can't file a claim - it has to be done by the authorized repair shop. The Ford dealer calls and after 1-1/2 hours on hold finally gets through. After providing all the diagnostic info - the Auto Shield rep states they cannot assign a claim number. Only the adjuster can do that and transfers the call. After holding for another hour and few minutes the dealer finally disconnects. In short, the website has been "down" for online claims, you cannot get through via phone. The 'dealer' option provides no additional access to Auto-Shield. I am disgusted with this company and intend to pursue a refund with my CC company and file a complaint with the BBB. I recommend you stay far away from any business arrangement with this company.

I am quite unhappy with American Auto Shield. I had their coverage for a couple of months, then experienced misfiring while my vehicle was running. This happened in early December... It is now Mid-February and I do not yet have a working vehicle. They have stalled, asked for diagnostics, asked for repeat diagnostics, and dragged their feet through the entire process. If you try to contact the company, long wait times on the phone. If you try to do it online, messages stating that the service is temporarily unavailable. My mechanic has performed the diagnostics that were requested (at MY expense, mind you), and has tried on multiple attempts to get the adjuster on the phone to approve the work.

1/31/19 Wow, after reading several reviews, I'm quite worried about my truck being in the repair shop waiting for an inspection by the adjuster. I, also have been calling for days & yes it's a long wait time, all the transfers and waiting again, sometimes 2 hours, finally after the long wait time you get disconnected, then have to start all over. But, I have to say, whomever I speak with on the phone has been very professional, helpful and apologetic. Today, I finally spoke with an adjuster, he then spoke with the mechanic and advised him someone will be out to inspect the truck in a couple days. I hope & pray that I can update my review with some positive feedback after the inspection.

I have been paying CarShield for 6 months now and the one day I need to utilize my service for my car. My dealer is on hold for 2 hours trying to get a hold of American Auto Shield the company CarShield has my contract thru. After being on hold to let them know the repairs that are needed he is now still on hold with claims - someone contacted me and told me that what I need fixed is not covered. I was like "I have the most expensive coverage and you are telling me it is not covered."

Updated on 02/12/2019: Have this warranty I bought through CarShield for American Auto Shield Car Warranty. My car is in the Toyota Dealers. The Service Manager stayed on hold for 1 hour and 10 mins waiting on phone to make a claim for me yesterday. Finally a lady came to phone. Asked some info about the car then transferred him to another long wait hold number. After another 1 hour he had to hang up to work. I called yesterday and held 1 hour. No one came to answer call from AAS. Please call the Toyota Dealer service department for my car that's in the shop there under your warranty. No one can take 1 or 2 hours to just sit on a phone on hold. People work also. Thank you. I hope you do respond back here.

I am currently on hold still after an hour and ten minutes. I work as an adviser and have worked with tons of other warranty companies. This is obviously a pattern looking at other reviews. The online submission system is also conveniently "down" at this time. Looks like a company that is happy to take your money but dead slow at helping you fix anything. Hope I never have to deal with them again.

Updated on 02/15/2019: DO NOT PURCHASE THIS CONTRACT!!! Their response to my original review does not address the issue. Either this claim was not thoroughly reviewed or there is a deliberate effort to ignore the documentation. AAS’ original response to me was that I was in a grace period for the claim. They completely ignored the original contract date and their original statement that their computer calculates “effective dates” differently than what’s stated in the contract. Additionally, they have ignored the submitted service records which verify that there was no pre-existing damage. BUYER BEWARE!!! AAS DID NOT HONOR THEIR CONTRACT!!!

They sold us a contract that never should have been sold. They took our money knowing that our vehicle was a commercial vehicle which they don't cover. Then when we had a claim for a new engine they denied us based on the bed of our truck which has nothing to do with the power train. Even the dealership would have honor a warranty no matter what bed we had. They sure didn't mind taking our money fraudulently if nothing happen, but don't cover your end of the bargain. They now are directing us back to the company "CarShield" who we originally bought the policy from who then tell us we have deal with American Auto Shield. Now we have to sue.

I can echo the sentiment of customers and service shops that are trying to get a claim processed. I have been on hold for 31 minutes and counting trying just to start a claim. Yea I know you are going to respond about beefing up your staff, blah, blah. And I was going to buy their home warranty but not now. I have called them several times for other customers and have not had a single item covered. Too many loopholes to get them out of paying a claim, always have some lame excuse for not covering an item. 36 minutes now and all operators are still busy. What a joke.

I have a customer that started using Auto Shield, the first time I had to deal with them was a absolute nightmare. Plan on sitting on hold for at least one hour every time you need to get in touch with them. Plan on being disconnected a few times. We started our claim with Auto Shield on a Ford F-150 with timing chain concerns over a month ago. They keep asking us to take the engine further apart and showing them more components.

We are a repair shop trying to open a claim. We have been on hold/IGNORE for over 30 min. 2 times on this repair and 3 times on a previous repair last month. HORRIBLE SERVICE!!! Then they act like they are doing you a favor. Please people shop around. There are better companies out there.

Buyer beware!!! This company is the worst company to ever consider getting extended coverage for your vehicle. Have been getting the run around for a first time claim. Company not communicating with dealership and customer. Please open your eyes and don't waste your time and money.

I had a customer that had their car towed in with a broken timing chain. I started to call in the claim and the recording said that I could do it online. I thought that was a great option. So I proceeded to submit the claim online through their claim submission portal. After 3 days of no response other than a return email saying that my claim had been processed, I decided to just call it in like any other extended warranty that I have used. The girl I spoke said they never received the claim online, but she seemed to know vital information that I sent on the claim.

As an automotive garage this is the worst warranty company I have ever dealt with. The first day I called 3 different times and I was on the phone on hold for a total of 1 hour and 15 minutes. I called the next morning at 8:15 am and was able to talk to someone right away. They asked me questions that no other company ever did and they said they would only cover one out of five items but they need more information. I brought the car back in and called them back and waited again on hold and they didn't understand what I was telling them. At this point I could have repaired the car for how much phone time I had invested with these people. I called the longtime customer and told him to take the car out of here because I don't have time for this. I will tell everyone that comes in my garage to never deal with American Auto Shield, LLC.

I will never use this company again, don't cover things like hoses which are very expensive to replace on an F-150. Still waiting on my refund. Took me forever to get customer service to cancel. Had to file a complaint with the BBB.

My car is in the shop now for 7 days for simple radiator change and I keep getting the runaround about the radiator and they can't get the part. I have no idea how long this is going to take. Wish I never would have bought this policy.

DO NOT PURCHASE FROM CARCHEX OR AMERICAN AUTO SHIELD. I paid my policy in full a year ago. The first claim was denied because they said it was not approved ahead of the repair being made. A year later, my car needed repairs and I tried for 2 days to get someone on the line. My policy was verified - still active by a representative on the sales press off for their phone number. When I and the shop doing my repairs called to get repairs made we were placed on hold for an extremely long time, it was obvious no one would ever pickup the line. This is my only form of transportation and I missed one day of work and half of the next day until I decided to open a shop credit card, authorize the repairs to be made, and paid for the repairs so I could return to work. I feel this company is a rip off with multiple safeguards to avoid paying ANY claims. DO NOT PURCHASE FROM CARCHEX OR AMERICAN AUTO SHIELD.

Problem description: American Auto Shield, LLC are scammers and they do illegal activity and fraud. Currently I am sitting on the phone on hold for hours with Alonso ** Customer Service Team Lead who says he is the customer service supervisor and refuses to transfer me to major components departments so that I can speak with a technician who is knowledge about engines and can explain further the videos, pictures they received from Southwest Inspections, Inc. (third-party). Someone finally came to the phone and told me they cannot read the contract to me of what I pay for and how to dispute a claim to read for myself because he is not legally authorized to read.

My car has been in the shop for almost 6 weeks and AAS continues to keep asking for additional information from the shop I took my car to. The shop has provided everything along the way. Once they do, they ask for something else, then something else. It is a continuous process of digging and digging for a reason to void the warranty. Each time to no avail. I work in healthcare and deal with insurance companies who constantly look for ways to deny claims in the hope the patient will pay out of pocket. This is exactly what AAS is trying to do.

I purchased their extended warranty (maximum care coverage) for my 2010 Ford Focus 11/06/2014 after my extended warranty (purchased from dealer) expired. I was led to believe that the Maximum Care Coverage policy was QUITE extensive in its coverage! After paying them $2935.00 and having a $100.00 deductible I had a tire pressure sensor fault only to find out that it is NOT covered (nor are ANY electronic components, INCLUDING the main computer)!!! I am left believing that I have purchased a VIRTUALLY USELESS warranty!! Apparently ONLY MECHANICAL failures are covered!! SEALS are NOT covered unless they must be replaced in conjunction with the coinciding mechanical failure repair. In other words if your valve cover gasket is leaking it is NOT covered!! It won't even cover my dead battery!!

Updated on 12/09/2018: Well they contacted me after I complained about the two month wait, now they say that they will return my money because my mileage was incorrect. I ask them to clarify what they mean by mileage and they would not clarify what they meant just that they were canceling my policy and all my cash payments would be returned. This company has caused me to spend over $1,400 in tearing down the engine to where they could have it inspected. After sending me through over several hoops and causing me to spend money, they say it should have been noticed by their people a long time ago and this would have not happened. But that don't help me. They make me spend money trying to figure out whether it was covered by them. I've recorded every conversation since I thought I was getting the runaround.

Purchased warranty product 2 times. They paid their claims but I found the claims process difficult with stall practices, overall slow to get auto fixed. Check language of policy coverage items carefully.