• Report: #1098828

Complaint Review: American Guardian Warranty Services

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  • Submitted: Tue, November 12, 2013
  • Updated: Mon, April 07, 2014

  • Reported By: Scott — Surprise Arizona
American Guardian Warranty Services
800 Roosevelt Road Glen Ellyn, Illinois USA

American Guardian Warranty Services aka USA Travel Care Takes money on contracts fights with customer nickle, nickle, dime, deny, and jump through hoops for legitimate repairs on RV Warranty. Glen Ellyn Illinois

*Author of original report: Still not wanting to pay shop rates.... or shop supply fees.

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To start out, this company does anything and everything to avoid paying a legitimate claim, and makes the customer jumps through hoops, spend hours and hours on the phone, hassles the servicing dealers, etc..

Just do a search on here to find out how this company replies...... they simply COPY and PASTE a form letter, saying out great they are... NOT!! 

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On December 4, 2007, for a term of 84 months, (meaning it expires Dec 4, 2014) at a cost of $1,820.00 I purchased an extended warranty on my 2008 Keystone Fuzion 382 5th Wheel RV that was purchased brand new. It was an Exclusionary Warranty, meaning its a bumper to bumper coverage, and the only items not included are those that are specifically listed, if its not listed, its included in the coverage.

I even paid surcharges to include - Audio, Video, and Sattelite systems, as well as ALL seals and gaskets.

This company has been such a pain to work with that my selling dealer on the RV refuses to work with me any longer because of this companies refusal to pay legitimate claims and having stuck them with the bills.

Furthermore, they refuse to pay a authorized shops rates, example, earlier this year my generator failed, and required a new fuel pump, hoses, filter, and about 3-4 hours of labor. I took it to Cummins Onan, which is the ONLY place authorized to work on those units. It happens to be that their regular rate is $135/hr, this company only wanted to pay $75/hr, sticking me with the rest of the bill.... after several hours of fighting with them on the phone I got them to pay the full amount, but it was a painful battle.

So, now that my regulary dealer will not service my unit or deal with this company I am forced to drive 40 miles round trip to another dealer who will attempt to service it, and guess what!!!  they hassle them as well, big surprise there.... and so my RV sits once again while I deal with this crappy company to fix the issues.

The issues at hand currently are:

The front Carrier air conditioning unit leaks, freezes up, and does not produce cool air. This unit requires replacement as Carrier has not made RV units for at least 4-5 years, and Coleman purchased all the molds, spare parts, and tooling then subsequently destroyed them. The unit is covered under Section II, Item 5 of the warranty.

The heating system has little or no air pressure coming out of the vents, except the one closest to the furnace. I am forced to block off certain vents to force warm air up to the bedroom which then it only dribbles out. This is covered under Section II, Item 8 of the warranty.

Hydraulic fluid is permeating through the lines of the slide hydraulic system, forcing me to occasionally add fluid. The lines need replacing and the pump examined. This is covered under Section II, Item 13 of the warranty.

The LP line mounting bracket under the slide broke off. I informed that this propane piping support is a required item under National Fire Protection Association 1192, 5.3.18 to 5.3.18.5. This is covered under Section II, Item 7 of the warranty.

The automatic satellite system must be powered off and on several times to lock in a signal. DirecTV determined the receiver is not causing the problem. I spoke with the manufacturer of the unit, and they are aware of the issues, and the unit has been replaced with a current model and no parts are available. The unit needs replacing. I paid a surcharge for optional coverage under Section IV, which covers this item.

All I want is for them to fix my rig under my warranty, so that I can get it back on the road....

 

 


This report was posted on Ripoff Report on 11/12/2013 03:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Guardian-Warranty-Services/Glen-Ellyn-Illinois-60137/American-Guardian-Warranty-Services-aka-USA-Travel-Care-Takes-money-on-contracts-fights-1098828. 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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#1 Author of original report

Still not wanting to pay shop rates.... or shop supply fees.

AUTHOR: Scott - ()

As mentioned in my original complaint (earlier this year they did not want to pay the shop rate of an authorized repair center at CumminsOnan for issues with my generator, but after hours on the phone they agreed).

The average hourly rate in the western USA is $125/hr, I called 5 different local shops all had standard rates between $110 and $140/hr.

When I talked to the new service center last week the latest development was they did not want to pay more than $100/hr.  I have no control over what these service centers charge per hour. I only take my RV to manufacturer authorized service centers, not to some hole-in-the-wall fly-by-night service center they seemingly would like me to goto.

If they do not want to pay more than $100/hr then as a warranty service company they need to negotiate those rates with the service centers and leave the customer out of it. Much like insurance companies do for medical bills they have contracted rates for doctors.

 

The next issue is "shop supplies", while in my contract it states that shop supplies are not paid for, however it does say that all parts, wires, pieces, etc are covered for any covered item repaired. When I asked the shops about shop supplies all have stated that instead of nickle and diming for 10 feet of wire, some tape, some grease, etc, they now bill a single line item as "Shop Supplies", which is a percentage of the parts, and labor costs. No longer do they detail out each piece of wire used, grease refilled, O-Rings replaced, etc..

So at the very least they need to have an allotment for fair and average supplies that are used to installed/fix covered items, and not just wholesale deny it.

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