Menu
For Business Write a review File a complaint
American Auto Shield

American Auto Shield review: Automotive warranty

D
Author of the review
8:20 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Two weeks ago, I had an issue in which several warning lights went on in my 2015 Subaru XV Crossktrek. I took the vehicle to my mechanic at ******** in G*** B***** Maryland. I have been consistently taken my vehicle for maintenance with to this dealership since I purchased it in 2015.

M*****, my Subaru service manager has cared for my vehicle since purchase. M******** had the service technician check the onboard computer for issues and found that the error code DTC P0971 was showing. This code indicates a problem with the Transmission Valve Body, specifically, "Pressure Control Solenoid "C" Control Circuit High." The technician tested the solenoids on the transmission valve body and noted the following:

"Measured resistance of solenoid and found result to be out of spec. (spec: 2-4.5 ohms, measured 70.6 ohms)."

Clearly, this was the issue with the vehicle. M***** filed a claim on my behalf with CarShield/American Auto Shield and provided the claims department photographs of the warning lights, the diagnostic code, and the technician's notes regarding measurement of the solenoid. CS/AAS sent an inspector. Your inspector could not repeat the issue (no warning lights, etc.). The claims department rejected the claim. I received that car back on Friday 11/17. Saturday 11/18 the same issue returned.

On Monday 11/20, I filed a dispute to the rejection. A person identified as "S******" called me and informed me that my claim "wasn't technically rejected." S******* said that my mechanic would need to provide video or photographic proof of the problem (which he had already done). I don't think S****** knows what a solenoid is or what it does.

Not satisfied with S******'s solution I filed a second dispute and requested an email response instead of a phone call. S******called me again and insisted on video or photographic proof of the problem, she also said that another inspector would not be sent. I requested to speak to S***** 's supervisor, she refused to transfer me. Instead of assisting me with my claim, she was rude and unprofessional. I did not appreciate the attitude or petty sarcasm she exhibited on the phone calls.

On Monday 11/20, M***** filed a second claim on my behalf. Miguel provided photographic proof of the error and issue. Miguel also provided a write-up from the technician. On Tuesday, 11/21, M***** spoke with a representative of CS/AAS who identified himself as “B**.” B** disputed the diagnostic codes, the photographic evidence, and the write-up from the technician. B** insisted that the only way to confirm that the transmission valve body is the problem is to do a complete transmission teardown. When asked if such an action was covered by the policy, B** was vague in his response. I cannot authorize a transmission teardown unless I know such work will be covered by my policy. I note that M*** ended the phone call when it became obvious that Ben was "playing games" and doing everything to avoid authorizing the repair.

I will be blunt, the actions, attitudes and behaviors of CS/AAS employees/agents indicate that they are deliberately stalling to avoid authorizing coverage this repair. I can only assume that they are taking this action hoping that I will just go away.

Here are the problems:

• My car is undrivable in its present condition.

• CS/AAS employees/agents are refusing to authorize the repairs without additional "proof."

• CS/AAS employees/agents are engaging in “games” to avoid honoring my claim and authorizing the necessary and covered repairs.

Desired outcome: That CA/AAS stop jerking me around, honor my contract, authorize the repairs and pay for the repairs.

Update by Dave2200
Nov 21, 2023 8:08 pm EST

Since 11/17/2023, CarShield and it's rude and unprofessional agent/agents at American Auto Shield have refused to authorize and pay for transmission repairs covered under contract. Employees/agents of CS and AAS dispute the computer diagnostics, physical tests by my mechanics, and photographic evidence provided.

0 comments
Add a comment
  1. American Auto Shield Contacts

  2. American Auto Shield phone numbers
    (303) 420-7488
    (303) 420-7488
    Click up if you have successfully reached American Auto Shield by calling (303) 420-7488 phone number 3 3 users reported that they have successfully reached American Auto Shield by calling (303) 420-7488 phone number Click down if you have unsuccessfully reached American Auto Shield by calling (303) 420-7488 phone number 2 2 users reported that they have UNsuccessfully reached American Auto Shield by calling (303) 420-7488 phone number
  3. American Auto Shield emails
  4. American Auto Shield address
    5695 Yukon Street, Arvada, Colorado, 80002, United States
  5. American Auto Shield social media
  6. Nick
    Checked and verified by Nick This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Oct 28, 2024