American Auto Shield
reviews and complaints

My mother lives in Corpus Christi, TX. She came to visit me in the Houston area for Easter weekend. Her check engine light came on while she was here. We took it to the auto repair shop on 4/22/22. The following day the Repair shop said they spoke with the Adjuster, Marc, directly and sent the repair estimate to him. Someone from AAS called us as well and said the Adjuster is very backed up and it would be a week before he could work on it.

I have called AAS several times over the last couple of weeks. They keep telling me the repair shop hasn't sent them anything. I advised it was sent directly to Marc. Marc then said he never received. AAS is still saying they have not received anything. I spoke with a Supervisor, Jennifer, on 5/2/22 who said she will call them and have it sent directly to her, which I confirmed they did. She said the Adjuster will have up to 48 hours to work on it.

I called again today (5/5/22) and was told the same thing...they haven't received and nothing attached to the file. I spoke with Supervisor, Angelita, who called the repair shop again and requested they send to her. The repair shop has sent it to AAS four times and has proof of such.

Tomorrow will be 2 weeks my mom's car has been in the shop. She is stranded in Houston with no car. She has missed a few doctor appointments and her health is in jeopardy. We have been more than patient and are out of patience. This is ridiculous and unacceptable!

March 27th my son car was towed to a auto shop in Pine Bluff Arkansas for repairs. Brain the claim adjuster was assigned to the case. For 2 and a half weeks he never return the phone call to the body shop that called everyday to get in touch with him. I called everyday as well. I asked to file a complaint and speak to a manager. I was told from American Auto Shield that customers could not tall to a manager. I had to give my compliant to the customer service representative who gives the messages to the managers. I called the next day which was April 15th and was told that Brain gave authorization for repairs without even talking to the auto shop. April 18th I called again to get an update and the auto shop stated that Brain requested pictures on April 15th which was uploaded that same day and April 18th which was also uploaded. No one could tell me why Brain never return the phone call of the auto shop that has been trying to get in touch with him. April 22nd the auto shop stated that Brain was asking them to fix things that did not make sense to them. I asked if another claim adjuster assigned to the case i was told no. Auto Shield talked with an escalation employee and stated it could be done. Brain had Arielle call me to say that I had to provide service records from 2010 to present. I also had to provide oil changes from 2010 to present. Arielle was very rude and unprofessional. I asked her who was the company CEO and she stated TED TERRY.

They failed to execute expert, professional services and commitment in their policies and vehicle service obligations & responsibilities in their signed & agreed contract.

I received very substandard- poor services on all degrees- stages and levels .

My vehicle issues- problems still not yet resolves , today- [protected].

My vehicle is inoperative- unsafe- broken

My name is Adelbert R. Hendrickson

1233 Janaf Place- Norfolk , Virginia ( Physical address )

P O Box 1434, Hampton , Virginia 23661 ( Mailing Address )

Phone #- [protected]

Email address - [protected]@yahoo.com

Contract-Policy #- MRF 2034793

My car has been in the shop for 12 days now and it will be 13 tomorrow. This was a simple a/c compressor replacement. The repair shop was willing to have the part delivered, but your adjuster sent the wrong part because he wants to be Scrooge and not pay for the correct part because it is $700 more or less. He sent a second part and it was also the wrong one. The only way to resolve this, is to authorize the dealer shop to put in the part that the have and just pay for it. We are paying for platinum service, and up until now, I haven't even been given the paper plate service. I have called the last three days in a row, and have not gotten anywhere with your reps. The one I spoke to today wouldn't even pass me to a supervisor when I asked her to three times.
I want my car out of the shop immediately. You need to tell them to put in the part that they have because it is the correct one, and your people can't even send the right one.

After being with American Car Shield for some time and referring a number of family members and friends to them I regretfully say that I am very disappointed in the experience and service that I DIDN'T get from this place. My car has been down going on two months being back and forward with them. I have sent documents and done everything that they have asked of me. The repair shop has been more than patient with them. After getting the repair shop to tear down my engine to the point of failure to determine if the repair would be covered which it should die to the fact that it's a lubricated part, they told them that they will not cover the expense of my repair. Now im stuck with a 1600 dollar bill not to include the work that still needs to be done to the vehicle. The 1600 is only for the labor in tear down. I've never missed payment. This company does not have its customers best interest at heart and could give a rip about you as long as you're paying them every month. They are a complete rip-off and anyone thinking of giving them a chance should run the opposite way. I will be shopping elsewhere and taking the people with me whom I referred to them. There's nothing worst than wasting money and being without a vehicle that you need and totally rely on everyday while still making payments on it and can't drive it. This place sucks and I will NEVWR refer anyone to Car Sheild/ American Auto Shield again.

On Dec 4, 2020 my vehicle was having engine trouble. I contacted towing company and had my 2009 Dodge Charge towed to Las Vegas Dodge in Las Vegas Nevada (LVD). LVD Service Manager contacted American Auto Shield (AAS) for repair authorization. AAS authorize the tear down of the engine for the diagnostic. Tear Down was complete on 8 Dec 2020. LVD informed AAS on 8 Dec 20. LVD made at 10-15 calls from 8 Dec 20 to Jan 6 2021 to a have an inspector and/or adjustor come and authorized the work. LVD also provided 12 months of maintenance records request by American Auto Shield. I made at 10 calls to American Auto Shield requesting a adjustor for authorize of the required work. The adjustor final emailed LVD 2 weeks later and said he does not start work until 930am and to resend the 12 months of maintenance records. I was informed by LVD the adjustor name was Derek J. Kusmec and he works for Southwest Inspection. LVD Service manager stated he is frustrated with AAS for not returning call and my car is there service bay and he will start charging storage. The inspection of the vehicle was finally done after 27 days and much delays on AAS side on 6 Jan 2021. I was contacted at 6:30am on 8 Jan 2021 that the claim was denied for sludge in the engine. I requested to speak to a supervisor and was placed on hold for 40 minutes than disconnected. I have called back 6 times today 8 Jan 21 and keep getting transferred from on person to another. Now I had my oil changed numerous of times throughout the year prior to recommended requirements at LVD whom has the records. The mechanic at LVD stated he tell the vehicle is well maintenance and its typical for a vehicle of this age to have minor sludge as when you have the oil changed the pan is not dropped and cleaned the oil is just drained and changed. Also the LVD service manager and the American Auto Shield adjustor had strong word toward each other and I'm sure this is why my claim was denied as the inspector/adjustor has been very unprofessional from day one. So does American Auto Shield pay Derek J. Kusmec to deny claims while they continue to take consumer money. I USA 100% Disable Veteran and served 3 tours fighting for American Liberty and this is how I'm treated. American Auto Shield should be a "Shame" to have American in the name. I paid for my warranty on time each month now honor your promise to repair my vehicle worry free. I need my vehicle to get to my appointments and live my life. I should be subject to relying on Ubers for transportation during a World Pandemic. I have underlining Health Issue. The resolution to this issue is to repair my vehicle.

I purchased auto warranty for two vehicles. On 09/01/2020 one of my vehilcles started having engines noises i had it towed to a repair shop the mechanic recommended replacing the engine. Claim was filled by the shop the adjuster never contacted me i had to call the company over and over just to find out why he never responded back to me or the shop, once i contacted his mgr then he called making all kinds of request i guess he was upset. After that he blamed the engine failure on a screw inside the engine which he says is from a uncovered part. This is simply fraud!

Check engine light came on my car and the dealer said it was the Emission Control sensor was out. They call Car shield to get authorization. The dealer said after holdin nearly an hour he hung up. In order for me to be able to get back home I had to pay the total bill that was over 700.00. I called Car shield and they said to send the bill and proof I paid it to them, This has been since May and June of 2020 and have not heard one thing nor can I get them to answer my call. This 700.00 has hurt me because it came at a time that money is short. I am also still paying the monthly payment of 80.00 and not getting any response. I need a response and payment ASAP and I am going to have to stop the payments for this if they are not going to respond. I need help

Started this policy back in August of 2016. With promises of worry free and a peace of mind contract to have bumper to bumper coverage for my 2011 dodge ram 2500 6.7l diesel. In the beginning of July 2017 my check engine light came on and so I called and scheduled an appointment with the local dodge service department. After about 1 day it was determined that the turbo was bad and needed to be replaced. So we called National Auto Division and they informed me that they needed to send out their own inspector to make sure that my mechanic followed the correct procedures to verify that it was in fact a bad turbo. After about another full day and several attempts in trying to clean the turbo with they're inspector it was still a failure and it was determined once again that the turbo was bad and needed to be replaced. I then receive a call from National Auto Division stating that the inspector took several photos of all the hand tools in the back of the truck and then accused me of using my truck for commercial purposes and that the policy does not cover commercial vehicles. After explaining to multiple people over the course of yet another day while the truck is still in the shop that I only use my truck for residential purposes. We finally come to an agreement only to be informed that my claim is being sent up for review now after a full 4 days nobody is returning my calls nobody is returning the mechanics calls and my truck is still no closer to getting fixed then it was 8 days ago

I purchased a car service contract from American Auto shield on 12/06/2012, contract was for 72 month or 61000 miles, I paid 2644.00 $ for the contract. I trade in my car on May 2014, when it had only 10800 miles on it. I submitted cancellation form on 05/29/2014 and requested the refund of my money. I called them in first week of jun and they said they received my letter and cancelled my membership and are in process to refund my money. Per contract information, they have to pay me atleast 2000 $ refund, (I never used the service, even once). It is more than 3 months and I still have not received my refund. Please I need my money urgently. They can't keep customer waiting for their refund this very long. Kindly help me in this regard, thanks

I purchased a contract with AAS on April 17th of 2013. There is a 30 day waiting period which ends on May 16th, My vehicle broke down on May 17th. I had my vehicle towed to local Kia dealer that same day. The AAS was notified that the vehicle was in the shop by the dealership that weekend. AAS was given the diagnostic test results and were going to send out an inspector to assess the diagnostics from the dealership but first they needed the maintenance records on the vehicle which I provided. They then sent out an inspector who agreed with the diagnostics of the dealership. I then had to okay the breakdown of the engine to further assess the damage. They tore down the engine and AAS sent out another inspector to assess the findings of the dealership. They again agreed with the findings and were going to review the claim and get back to the dealership. Now after finding out what is wrong with the vehicle and that it needs a new engine they are fighting with me over the waiting period of the contract so that they don't have to cover the repair. They knew two weeks ago what the waiting period was and when it ended. Why have me send out the maintenance records and sent out two inspectors if the vehicle is in the waiting period. The first day of the waiting period is April 17th 30 days is May 16th. The repair should be covered and I am fighting till the end. I filed complaint with BBB and I am also hiring a lawyer for breach of contract. READ the fine Print before your 30 waiting period is up. They are going to find anyway possible to not cover the repair. Get a warranty through a dealership. Might be more expensive but your repair will be covered.

I purchase an auto protection plan and they would not pay for the service that was needed. The parts they did pay for they would not pay the entire cost. The drive axle front I needed a new one and it was in the contract to pay for it, they would not. A law suit needs to be filed and the company needs to be forced to close.

I purchased a policy thru American Auto Shield and have been paying on it for over a year. On a Friday, early afternoon, my starter motor went out. I phoned the roadside service # number printed on the AAS card. They were fast and had my car towed within 1 hour. HOWEVER, the roadside service identified an "Authorized facility" within 2 miles of my location. It turns out, not ALL "authorized facilities" are the same.

...thus "What they don't tell you"!

The service center I was towed to doesn't accept "outside" parts. AAS insists on supplying their own parts, mailed in to the service center. SO, apparently it goes down like this: I would have to wait until the next week for the part to arrive and then installed. What was, in reality, a 2-3 hour repair cycle would turn into a cycle measured in days. All the time, I would be without my auto.

AAS WILL NOT be sympathetic to your cause. You can just sit there and wait, for all they care!

AAS does admit that they have some REAL "authorized facilities". If you know to ask them they might tell you. But that doesn't take care of the waiting period.

Buyer be ware!

I unfortunately purchased an auto policy from Stoprepairbills.com back in Sep. 2011. I read my policy and wanted to make sure I could submit a claim. So on 1/10/12 I called American Auto Shield (AAS) to ask the procedure. I was given a claim number and set out to get my car repaired. Unfortunately, it took 12 (1/22/12) days to find a mechanic that would accept their warranty. By then AAS informed me that my claim was now considered a pre-existing condition because it had been 10 days! After an hour on the phone and disputing the their claim. AAS then informed me my car had not reached the 1000 miles after the initial purchase of the policy! Again I protested and disputed the mileage and I was then told I was actually at 1000 miles on the date of service! AAS claimed I had to be at 1001 miles! Which was not included in the warranty. On 1/24/12, AAS requested all of my previous service records? When I asked the reason, they refused to give me one. On 1/25/12, I was then informed that AAS had used my service records to determine my actual mileage on my car and I was at 995.5 miles! a half mile short of 1000 miles and of course, they couldn't honor the warranty and pay for the repair! I asked to speak to another supervisor, and yep, he did his calculations and discovered by some method I was 40 miles short of 1000 miles, so they couldn't honor the warranty! (starting to see a pattern?) Nothing I submit qualifies for 1000 miles and they are still refusing to pay for the repairs! I went the Colorado BBB web site and saw the same complaints! This company is a SCAM! Do not PURCHASE a policy from stoprepairbills.com! They said they can not help me and informed me it may take up to two months to get my refund! Which will be prorated! I regret the day I purchased this policy!

AAS, American auto shield, formerly known as warranty one. Given an " F " rating by Better Business Bureau. Don't purchase a contract from these people or deal with them they are fraudsters. Everything negative that you read about this company is true. What we need to do is get an attorney and sue these fraudsters out of business. Most humans on this planet would not try to con the old or the disabled. We all know that doing so is morally wrong, not these jokers. Attention all attorney generals in all 50 states, the owner of this company and the people who work there are terrorist who need to be brought to justice. These people need to be exposed, their names and addresses should be published on the web.

As with all the other posts concerning AAS, I rencently put into a claim about two weeks ago and still waiting for authorization. There were alot of possible faulty items on my truck. After the adjust came out pretty much all of the repairs have been denied. I am still waiting to see what they are going to cover. This is not the first time I have had problems with this warranty. With in two months of buying this warranty I had a power sterring pump go bad on me. I took my truck in for repairs later on that day I was told bt the repair shop I needed to called the warranty people AAS than was Warranty American. My warranty was in full effect but they wanted me to pay for my repairs. The gave me an excuse that if they paid for my repairs I would not finish paying off my waranty like soo many others before me. How is that my problem. So long story short I ended up paying for my own repairs, they decreased my over all amount I owed for my contract which did nothing for me but cause a hardship because I had to come out of my pocket to pay for the repairs when I should have only had to pay the 100 dollar deductable.

I will provide another post to update how my current problem with this company is going.