• Report: #447853

Complaint Review: American Auto Guardian

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  • Submitted: Thu, April 30, 2009
  • Updated: Thu, June 18, 2009

  • Reported By:Good old country Michigan
American Auto Guardian
Po Box 925 Arlington, Illinois U.S.A.

American Auto Guardian This company is like a prostitute:feels great at first, then you're screwed, then you feel empty and broke. Arlington Illinois

*UPDATE Employee: Response and Background from American Auto Guardian, Inc.

*UPDATE Employee: Response and Background from American Auto Guardian, Inc.

*UPDATE Employee: Response and Background from American Auto Guardian, Inc.

*UPDATE Employee: Response and Background from American Auto Guardian, Inc.

*UPDATE Employee: American Auto Guardian - Request for Information

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Where can I start. When I bought this plan everyone, including my parents told me it was a good idea; boy were they wrong. All was fine until I had to actually file a claim.

The first claim was about my radiator; the mechanic and I both called and found it hard to get anyone to help. When we finally did, they only paid for about 20% of what it cost, and that was like pulling teeth to get that.

Just recently, I needed a new transmission. The mechanic called for me and started a claim. He was then told that he had to find out exactly what part of the transmission was broke or they wouldn't cover it.

The mechanic took it all apart and found that the part that was broken was covered. When he called the Wheelz warranty to get sombody since no one was calling him the guy told him that it wasn't covered anymore because he fixed it without an approval code. The mechanic fought over the phone with the guy because the first guy he had spoken to told him that if the part was covered then it would be covered to have the work done. The were rude to the mechanic and told him that i had to call.

When I called, they were also rude to me and told me that it was null and void because the work was done and that at least I had a car that ran. Now I'm out over a thousand dollars because the company has been misleading both the mechanic and I. I can't even return the warranty through them, I have to go through where I bought the car.

This company has been nothing but trouble and I feel so sad that they would intentionally steal from consumers. Whatever happened to the good old days when businesses were honest and trustworthy? This makes me lose faith in humanity; seeing jerks like this take advantage of others.

I hate Wheelz
Good old country, Michigan
U.S.A.

This report was posted on Ripoff Report on 04/30/2009 05:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Auto-Guardian/Arlington-Illinois-60006-0925/American-Auto-Guardian-This-company-is-like-a-prostitutefeels-great-at-first-then-youre-447853. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 UPDATE Employee

Response and Background from American Auto Guardian, Inc.

AUTHOR: Laura F - (U.S.A.)

Since the contract holder did not respond to our request for information, after much research we have been able to locate the radiator and transmission claims that are the subject of this complaint. We have reviewed recorded telephone calls with the repair facility and the contract holder, and our claim notes and files. The facts are as follows:

The Wheelz vehicle service contract coverage that was selected by the contract holder covers those parts that are specifically listed in the contract. The contract holder also elected to be responsible for a $100 deductible on any repairs. The radiator was a listed item, so it was covered along with the labor to install it, and replacement of coolant. Consequently, 100% of the cost of the radiator was covered, less the contract holder's deductible not 20% of the cost as the contract holder claims. Moreover, the radiator repair was authorized the same day it was called in, so we also disagree with the contract holder's statement that it was like pulling teeth to get coverage.

The repair facility additionally performed a transmission flush at the same time as the radiator repair. However, there was no failure to the transmission at that time (only breakdowns are covered), and normal maintenance is not included in coverage under the Wheelz service contract. We advised the repair facility that if the contract holder decided to go ahead with the optional flush, the cost would be the contract holder's responsibility.

Almost a year after the radiator repair, and after driving an additional 15,000 miles, a different repair facility contacted us with regard to a transmission problem on the contract holder's vehicle. Our adjuster read to the repair facility from the Wheelz contract those parts of the transmission that were covered, and those that were not. The adjuster then specifically told the repair facility that it needed to tear down the transmission, and then call us back so that an inspector could be sent to investigate the cause of failure before any work was done. We would then review the inspector's report and determine whether there was coverage, and whether the repair would be approved. The Wheelz service contract does contain certain exclusions to coverage, such as if the failure is caused by failure to maintain the vehicle, or by abuse or neglect.

We never heard back from the repair facility until April 29, 2009, almost 3 weeks later. At that time, the repair facility said the repair had already been completed, and that the vehicle had been taken by the customer. The repair was done even though no approval or authorization code to do the work had been given. Since an inspector had not been sent to determine the cause of failure because the repair facility never called back to advise us that the vehicle was ready to be inspected, and since the customer had taken the vehicle, we were deprived of the opportunity to determine whether the cause of the transmission problem was covered.

The front page of the contract holder's Wheelz contract states in all bold capital letters: CALL FOR PRIOR AUTHORIZATION ON ALL CLAIMS. Exclusion No. 2 states that the contract does not cover any repairs or services performed on the vehicle prior to obtaining authorization from us. Under the Section How to Submit a Claim it states: Our Administrator will issue a claim authorization number. The authorization number must appear on all repair bills. Failure to obtain authorization PRIOR TO REPAIRS will result in non-payment of claim. Finally, under the Section entitled Reimbursement, the contract provides: You will be solely responsible for payment to the repair facility unless prior authorization has been given by Us.

It is unfortunate that the repair facility failed to obtain prior approval for the repair, and therefore, we were prevented from determining coverage. Throughout the claim process the procedures were clearly explained, and both the repair facility and the contract holder were treated professionally and with courtesy. We are disappointed with the language used by the contract holder, and believe that the facts show that we acted appropriately.
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#2 UPDATE Employee

Response and Background from American Auto Guardian, Inc.

AUTHOR: Laura F - (U.S.A.)

Since the contract holder did not respond to our request for information, after much research we have been able to locate the radiator and transmission claims that are the subject of this complaint. We have reviewed recorded telephone calls with the repair facility and the contract holder, and our claim notes and files. The facts are as follows:

The Wheelz vehicle service contract coverage that was selected by the contract holder covers those parts that are specifically listed in the contract. The contract holder also elected to be responsible for a $100 deductible on any repairs. The radiator was a listed item, so it was covered along with the labor to install it, and replacement of coolant. Consequently, 100% of the cost of the radiator was covered, less the contract holder's deductible not 20% of the cost as the contract holder claims. Moreover, the radiator repair was authorized the same day it was called in, so we also disagree with the contract holder's statement that it was like pulling teeth to get coverage.

The repair facility additionally performed a transmission flush at the same time as the radiator repair. However, there was no failure to the transmission at that time (only breakdowns are covered), and normal maintenance is not included in coverage under the Wheelz service contract. We advised the repair facility that if the contract holder decided to go ahead with the optional flush, the cost would be the contract holder's responsibility.

Almost a year after the radiator repair, and after driving an additional 15,000 miles, a different repair facility contacted us with regard to a transmission problem on the contract holder's vehicle. Our adjuster read to the repair facility from the Wheelz contract those parts of the transmission that were covered, and those that were not. The adjuster then specifically told the repair facility that it needed to tear down the transmission, and then call us back so that an inspector could be sent to investigate the cause of failure before any work was done. We would then review the inspector's report and determine whether there was coverage, and whether the repair would be approved. The Wheelz service contract does contain certain exclusions to coverage, such as if the failure is caused by failure to maintain the vehicle, or by abuse or neglect.

We never heard back from the repair facility until April 29, 2009, almost 3 weeks later. At that time, the repair facility said the repair had already been completed, and that the vehicle had been taken by the customer. The repair was done even though no approval or authorization code to do the work had been given. Since an inspector had not been sent to determine the cause of failure because the repair facility never called back to advise us that the vehicle was ready to be inspected, and since the customer had taken the vehicle, we were deprived of the opportunity to determine whether the cause of the transmission problem was covered.

The front page of the contract holder's Wheelz contract states in all bold capital letters: CALL FOR PRIOR AUTHORIZATION ON ALL CLAIMS. Exclusion No. 2 states that the contract does not cover any repairs or services performed on the vehicle prior to obtaining authorization from us. Under the Section How to Submit a Claim it states: Our Administrator will issue a claim authorization number. The authorization number must appear on all repair bills. Failure to obtain authorization PRIOR TO REPAIRS will result in non-payment of claim. Finally, under the Section entitled Reimbursement, the contract provides: You will be solely responsible for payment to the repair facility unless prior authorization has been given by Us.

It is unfortunate that the repair facility failed to obtain prior approval for the repair, and therefore, we were prevented from determining coverage. Throughout the claim process the procedures were clearly explained, and both the repair facility and the contract holder were treated professionally and with courtesy. We are disappointed with the language used by the contract holder, and believe that the facts show that we acted appropriately.
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#3 UPDATE Employee

Response and Background from American Auto Guardian, Inc.

AUTHOR: Laura F - (U.S.A.)

Since the contract holder did not respond to our request for information, after much research we have been able to locate the radiator and transmission claims that are the subject of this complaint. We have reviewed recorded telephone calls with the repair facility and the contract holder, and our claim notes and files. The facts are as follows:

The Wheelz vehicle service contract coverage that was selected by the contract holder covers those parts that are specifically listed in the contract. The contract holder also elected to be responsible for a $100 deductible on any repairs. The radiator was a listed item, so it was covered along with the labor to install it, and replacement of coolant. Consequently, 100% of the cost of the radiator was covered, less the contract holder's deductible not 20% of the cost as the contract holder claims. Moreover, the radiator repair was authorized the same day it was called in, so we also disagree with the contract holder's statement that it was like pulling teeth to get coverage.

The repair facility additionally performed a transmission flush at the same time as the radiator repair. However, there was no failure to the transmission at that time (only breakdowns are covered), and normal maintenance is not included in coverage under the Wheelz service contract. We advised the repair facility that if the contract holder decided to go ahead with the optional flush, the cost would be the contract holder's responsibility.

Almost a year after the radiator repair, and after driving an additional 15,000 miles, a different repair facility contacted us with regard to a transmission problem on the contract holder's vehicle. Our adjuster read to the repair facility from the Wheelz contract those parts of the transmission that were covered, and those that were not. The adjuster then specifically told the repair facility that it needed to tear down the transmission, and then call us back so that an inspector could be sent to investigate the cause of failure before any work was done. We would then review the inspector's report and determine whether there was coverage, and whether the repair would be approved. The Wheelz service contract does contain certain exclusions to coverage, such as if the failure is caused by failure to maintain the vehicle, or by abuse or neglect.

We never heard back from the repair facility until April 29, 2009, almost 3 weeks later. At that time, the repair facility said the repair had already been completed, and that the vehicle had been taken by the customer. The repair was done even though no approval or authorization code to do the work had been given. Since an inspector had not been sent to determine the cause of failure because the repair facility never called back to advise us that the vehicle was ready to be inspected, and since the customer had taken the vehicle, we were deprived of the opportunity to determine whether the cause of the transmission problem was covered.

The front page of the contract holder's Wheelz contract states in all bold capital letters: CALL FOR PRIOR AUTHORIZATION ON ALL CLAIMS. Exclusion No. 2 states that the contract does not cover any repairs or services performed on the vehicle prior to obtaining authorization from us. Under the Section How to Submit a Claim it states: Our Administrator will issue a claim authorization number. The authorization number must appear on all repair bills. Failure to obtain authorization PRIOR TO REPAIRS will result in non-payment of claim. Finally, under the Section entitled Reimbursement, the contract provides: You will be solely responsible for payment to the repair facility unless prior authorization has been given by Us.

It is unfortunate that the repair facility failed to obtain prior approval for the repair, and therefore, we were prevented from determining coverage. Throughout the claim process the procedures were clearly explained, and both the repair facility and the contract holder were treated professionally and with courtesy. We are disappointed with the language used by the contract holder, and believe that the facts show that we acted appropriately.
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#4 UPDATE Employee

Response and Background from American Auto Guardian, Inc.

AUTHOR: Laura F - (U.S.A.)

Since the contract holder did not respond to our request for information, after much research we have been able to locate the radiator and transmission claims that are the subject of this complaint. We have reviewed recorded telephone calls with the repair facility and the contract holder, and our claim notes and files. The facts are as follows:

The Wheelz vehicle service contract coverage that was selected by the contract holder covers those parts that are specifically listed in the contract. The contract holder also elected to be responsible for a $100 deductible on any repairs. The radiator was a listed item, so it was covered along with the labor to install it, and replacement of coolant. Consequently, 100% of the cost of the radiator was covered, less the contract holder's deductible not 20% of the cost as the contract holder claims. Moreover, the radiator repair was authorized the same day it was called in, so we also disagree with the contract holder's statement that it was like pulling teeth to get coverage.

The repair facility additionally performed a transmission flush at the same time as the radiator repair. However, there was no failure to the transmission at that time (only breakdowns are covered), and normal maintenance is not included in coverage under the Wheelz service contract. We advised the repair facility that if the contract holder decided to go ahead with the optional flush, the cost would be the contract holder's responsibility.

Almost a year after the radiator repair, and after driving an additional 15,000 miles, a different repair facility contacted us with regard to a transmission problem on the contract holder's vehicle. Our adjuster read to the repair facility from the Wheelz contract those parts of the transmission that were covered, and those that were not. The adjuster then specifically told the repair facility that it needed to tear down the transmission, and then call us back so that an inspector could be sent to investigate the cause of failure before any work was done. We would then review the inspector's report and determine whether there was coverage, and whether the repair would be approved. The Wheelz service contract does contain certain exclusions to coverage, such as if the failure is caused by failure to maintain the vehicle, or by abuse or neglect.

We never heard back from the repair facility until April 29, 2009, almost 3 weeks later. At that time, the repair facility said the repair had already been completed, and that the vehicle had been taken by the customer. The repair was done even though no approval or authorization code to do the work had been given. Since an inspector had not been sent to determine the cause of failure because the repair facility never called back to advise us that the vehicle was ready to be inspected, and since the customer had taken the vehicle, we were deprived of the opportunity to determine whether the cause of the transmission problem was covered.

The front page of the contract holder's Wheelz contract states in all bold capital letters: CALL FOR PRIOR AUTHORIZATION ON ALL CLAIMS. Exclusion No. 2 states that the contract does not cover any repairs or services performed on the vehicle prior to obtaining authorization from us. Under the Section How to Submit a Claim it states: Our Administrator will issue a claim authorization number. The authorization number must appear on all repair bills. Failure to obtain authorization PRIOR TO REPAIRS will result in non-payment of claim. Finally, under the Section entitled Reimbursement, the contract provides: You will be solely responsible for payment to the repair facility unless prior authorization has been given by Us.

It is unfortunate that the repair facility failed to obtain prior approval for the repair, and therefore, we were prevented from determining coverage. Throughout the claim process the procedures were clearly explained, and both the repair facility and the contract holder were treated professionally and with courtesy. We are disappointed with the language used by the contract holder, and believe that the facts show that we acted appropriately.
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#5 UPDATE Employee

American Auto Guardian - Request for Information

AUTHOR: Laura F - (U.S.A.)

We would like the opportunity to review your claim and address your concerns with the Wheelz auto warranty that you purchased from American Auto Guardian. Please provide your vehicle service contract number, the VIN number of your vehicle, and/or your name so that we can identify and review your claim.

Thank you.

Laura F.
Legal/Compliance Department
American Auto Guardian, Inc.
Arlington Heights, IL
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