ComplaintsforAmerican Colonial Administration, LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this warranty when I purchased my used car. When sold to me I was told the car would be fully covered for 2 years. Example I was given: say you are on your way home an the transmission goes out no worries the warranty will cover a brand new transmission an the rental car during the time it's in the shop. You travel a lot perfect it covers 48 states we have repair facilities all over. I bought my car September 2023 it went in shop October 17th 2023 transmission went out. It is still in the shop they took 2 weeks to approve the repairs with the stipulation it was gonna be a remaned (used) transmission with 31,000 miles an 12 month warranty thru company called LKQ. Ok I did not have a say so cause that's all they agreed to pay for. An good thing I didn't get a rental car for the time it's been in shop cause they only cover 3 days I found out later. So first transmission was worse than the one that was in there an multiple codes an would not program. 2nd one came in damaged an for the last month the only company they want to use can not locate another transmission. I contacted American Colonial warranty today asking what is another option I have no vehicle an my warranty I purchased from them is going on my fifth month an I've only got to drive car 3 weeks since purchase. They said it's not on them the company they choose have to make it right, but guess what no one has been paid by the warranty company so how is it all on a company that hasn't been paid an no longer has a transmission that works for my vehicle. So American Colonial Warranty said I would just have to wait till they do. This is not what I paid for an I am paying for the car on top of that an still with out a vehicle. How does this company still get to legally scam people with no repercussions. I just want them to put a new transmission like I was told when I purchased it an so I can get my car back. Please help...

  Business response

  02/26/2024

  First, let us apologize for your circumstances.    Based on upon the information reviewed,  we were contacted 10/25 and the claim was authorized 10/31/23.   The contract has an allowance  for parts allowance.  We sourced and issued a dollar amount toward the repair.  The repair facility chose their own  part supplier not of our recommendation. Therefore the issue becomes between the repair facility and their chosen parts supplier.   Based upon the information presented that is the case at hand. 

   

  Portion of contract discussion breakdown coverage:

  We will pay or reimburse You for Reasonable Costs to repair or replace any Breakdown of a mechanical or electrical part listed below, less any
  Deductible(s), in accordance with the GENERAL PROVISIONS section contained in this Contract. Reimbursement amounts for replacement
  parts or components may be based on new, non-OEM, remanufactured or used parts at the Administrator’s option. 

  This would need resolved via their supplier and the facility of purchase.

  Thank you

   

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an extended service contract for our RV in April of 2021. The woman I spoke to during our first issue didn't seem to know what she was talking about and responded by sending me a copy of the contract. It specifically stated fresh water connections as covered and she denied the claim. The second time was for an oven door that needed to be replaced because the glass exploded and made the oven inoperable. Once again, our claim was denied. The company seems happy to have taken our $2500 to do nothing.

  Business response

  12/20/2022

  Unfortunately we have had some issues gaining access to this account. Our apologies for the delay

  If you could please provide some additional information , we would be happy to review this situation.  We need the name as it appears on the contract  and VIN number to locate all pertaining files

  Thank you

  Customer response

  12/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18458520
  
  I am rejecting this response because: The company has asked for additional information.  I have attached some of the repair orders which include the customer name and vin number of the rv.  According to the RV store with whom we purchased the extended contract said all items should have been covered.  We are also asking for a refund in order to look somewhere else for coverage but have had no response from the company after several messages left.
  
  Regards,
  
  ***** *****

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have a warranty from this company and they only paid $420 of our $876 rental claim.  No response via email (*******************). I have called and talked to them in person a couple of times and there was no mention that they would not be reimbursing us for the entire rental claim.

  Business response

  12/20/2022

  Unfortunately we had an issues accessing this account for an update, our apologies for the delay.

  Per the terms and conditions of the contract , the rental is outlined :

  Rental Benefit – In the event of a Breakdown covered by this Contract. We will pay or reimburse You for receipted expenses to rent a replacement vehicle (from a licensed rental agency) or for alternate public transportation while Your Vehicle is at a Licensed Repair Facility. Coverage will be provided to You up to a maximum of sixty dollars ($60.00) for every eight (8) labor hours, or portion thereof, of applicable labor time required to complete the repair, up to a maximum of three hundred dollars ($300.00) for each repair visit. In addition, a maximum of four (4) additional days of rental Coverage is available for part(s) delays and/or Vehicle inspection requested by the Administrator. No Deductible applies to this benefit.

  We applied 7 days of rental based on the time of replacement repair / parts delay and inspection.  3 Days on labor time approved ( 20.6 hours) 4 days inspection and added an additional day not covered by the contract as a goodwill

  Please review the contract for the terms and conditions of the rental approvals as needed

  Customer response

  12/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ****

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an extended warranty from this company on my Ford Escape. My transmission went out 6 weeks ago and we desperately had to get it replaced. We replaced it and then contacted them with the charges. They are refusing to reimburse us for the transmission even though we have paid for the extended warranty.

  Business response

  06/23/2022

  Unfortunately with the circumstances of work being completed without preauthorization,  the result is a denial.  In review of the policy, the contract states per contract holder responsibilities paragraph B , Number 4:  the following :

  4. Prior Approval - Prior to any repair being made, instruct the Service Manager at the Repair Facility to contact the Administrator to obtain an authorization for the claim. ANY CLAIM FOR REPAIRS WITHOUT PRIOR AUTHORIZATION WILL NOT BE COVERED.

  Unfortunately being completed without preauthorization removes our rights to inspect and verify failures etc.  If you would like to proceed with cancellation, please contact your selling dealer finance department. They will handle the cancellation process for you

  Thank you

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract with Repair Care (PO Box 2085, Dublin OH 43017) to cover my 2018 Thor Gemini RV. The repair contract was purchased 9/23/2020. I submitted through email and snail mail a claim for repairs that were done on Dec. 2,2021. As of today (3/18/2022), I have never received any reimbursement for the repairs. I am told, each time I call, that an adjuster has my claims paperwork, but they haven't had time to process the claim. The email for this company is : acaclaims@iaawg.com. The name of the company is American Colonial Administration and the current parent company is IA American Warranty Group.

  Business response

  04/01/2022

  We have received your invoices for repairs performed. Per the terms and conditions of the contract , under the name of ****** *********,  pre-authorization is required.  See section V paragraph 4 as listed below :

  4. Prior Approval: Prior to any repairs being made, instruct the Service Manager to contact the Administrator to obtain an authorization for the claim. ANY REPAIRS MADE WITHOUT PRIOR AUTHORIZATION FROM THE ADMINISTRATOR WILL NOT BE COVERED. The Administrator can be contacted Monday through Friday, 8am to 8pm (EST) AT 1.855.807.2885, or via FAX 1.866.639.5583, or via email at claims@acaadmin.com. For Emergency Repairs (non-business hours), after the Repair Facility has diagnosed the problem, and created a detailed estimate, please provide the Repair Facility with Your Contract number and instruct them to call the Emergency Claims number at 1.877.809.1902. The amount authorized by the Administrator is the maximum amount that will be paid for repairs covered under the terms of this Contract. Any additional amount must receive prior approval.

  The repair submitted  ( Water heater door is rusted) also states damages as a result of rust. Rust is an exclusion of the contract See Section IV paragraph K 

  K. FOR REPAIRS REQUIRED DUE TO DETONATION, CARBON DEPOSITS, RUST, CORROSION, OR ELECTROLYSIS

  Unfortunately based upon the terms and conditions of the contract , the repairs were completed without prior authorization  and excluded damages.  A denial letter was sent to the customer via standard USPS mail, explaining the reasons for denial. 

  Customer response

  04/12/2022

  Noting the vendor's response to our complaint, we as consumers have no
  apparent legal recourse to their rationale for not fulfilling the
  contractual obligation of paying for our repair expenses. Their language
  of not paying for repairs "made without prior authorization from the
  administrator will not be covered" was written only on page 16 of the 32
  page contract. This stipulation, requiring prior authorization before
  repairs are made, should have been in BOLD type and on the first or second
  page of the vehicle service contract.
  We have owned this used RV for one year, paid $6200 for the Repair Care
  contract and feel victimized by this "warranty" corporation.
  I feel that it behoofs the BBB of Central Ohio to at least admonish the IA
  American Warranty Group for their lack of consumer friendly contract
  reference manual.
  

  
  

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