ComplaintsforiA American Warranty Group

Auto Warranty Processing

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Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We were in an auto accident. Our insurance paid for the total loss of our vehicle, and GAP was to pay the remaining balance to our bank, Schools ******************. American Warranty Group keeps giving us the runaround. All the documents we submit per their request are never enough. They keep sending us final notices to respond when we are the ones contacting them on a daily basis. We even had our bank speak to one of their representatives to get a clarification of the documents needed, the bank provided us with it, we sent it and they again said it was not enough. This is a very unprofessional company.
Business response
11/15/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
11/20/2024
Complaint: 22513405

I am rejecting this response because:
I did respond to all the document requests and even had the bank talk to them directly with a return response of not good enough. The company finally paid and indicated they are not responsible for missed payments. Payments were missed because of them. The long delay to pay the bank from the *** insurance company resulted in missed payments.
Regards,

**** ******
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Have done multiple tire claims with this warranty company due to the cheap tires thay were on my trailer when I purchased it. Every single claim has had an issue with the invoice needing this or that, for example a blow damaged 2 tires, they denied the claim because the invoice didn't separate the tire charges as 2 charges, even though there were the same tires. I do alot of driving and it's a hassle having to call up tire shops to get then to update the invoice and resend it. They've also denied my claim, stating Information was missing from the invoice when it wasn't. Currently waiting on 1 claim to be paid out, they told me 7-10 business days for a check to come in the mail, the check didn't show, so called and then they said 15 days, nothing still, call to get the check reissued and there saying they can't put a stop payment on a check until after 45 days. A check should be able to be canceled and reissued at anytime, they just come up with excuse after excuse to get out of paying for a claim. If they didn't want to pay so many claims, why put 10 ply tires on a trailer that's meant to haul up to ***** pounds.
Business response
11/14/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
11/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
10/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased GAP insurance through American Warranty Group for my 2020 Tesla Model 3 in March of 2023. Was in an accident in July 2004 where my auto insurance (USAA) deemed my car to be a total loss. Since July, *** has been giving me the run-around with the unobtainable paperwork they say they need to complete them claim. I have given them all the paperwork, that I have in my power to provide, that they have requested. each time I send them paperwork, they send a laundry list of additional paperwork they need. I spoke to someone assigned to my claim at *** and she helped me call the companies that we needed the additional paper work from: Bank (****), Insurance (USAA), and the ***************** ***** Even after these companies provided the requested paperwork to ***, they still sent me another notice that they needed more information. This is going into the third month now. **** has already paid **** the payoff and all we're waiting on is AWG to cover the rest, as they are contractually obligated to.
Business response
10/18/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
10/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22364576, and find that this resolution is satisfactory to me.

Regards,

Stephen Baker
Initial Complaint
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased used truck qi5h a service contract. Mow I need service. They denied the claim. Saying it was failure do to hardware. But in order ***** the job the hardware has ***** replaced. They won't even do the work minus the hardware. Never again will I use this company. Thought I was doing myself a service by buying it. Wrong again.
Business response
10/09/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
10/10/2024
Complaint: 22349937

I am rejecting this response because: from my communication with the rep. They will find every way possible to avoid paying out. If a covered component fails due to what they deem a non covered component no coverage is available. I tried to work with them on paying a portion I'd pay parts they cover labor. Would not work with me. They won't even pay for all needed parts to replace a covered component. Example exhuast manifold and gasket replace would require new bolts. When I asked tons peak to supervisor I was put on hold several minutes. Then the same person comes back on posing as supervisor. Like I'm stupid.

Regards,

****** Good
Business response
10/15/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
10/16/2024
Complaint: 22349937

I am rejecting this response because:

Regards,

****** Good
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought insurance from the current IA American company through ****** ******** dealership. I had a crack in the windshield in the deriver side. I called the IA American and they gave me the option to go to a ******** dealership, so I went to ********* ******** dealership and the company refused the outcome from the dealership. Then they asked me to go to a company from their choice called safelight and I agreed. Then the other company said that we don't have the windshield, and it will take a while to order. The crack at the deriver side and it is annoying, so I canned again IA American and I asked them if I can go back to the dealership and they agreed. Then, when the dealership called them, they said we need another inspection for the car while I was there two days ago, and they did the inspection. I called IA American and they want to obligate me to go to safelight, because they have a deal with them to keep procrastinating clients until they gave up.
Business response
10/07/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
10/07/2024
Complaint: 22339503

I am rejecting this response because:
the business is lying because I agreed about ******** and they called me from ******** and they said it is unrepairable crack and they said we dont have it in inventory and we cant promise any soon to fix. Thats why I called them again to fix the crack somewhere they are ready to fix and they agreed for me to replace it at the dealership and when the dealership called them to get authorization they said no we need to investigate the crack again and we cant give authorization.
the business has never tried to contact the dealership and they dont want to fix the crack.

Regards,

**** ******
Business response
10/16/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Initial Complaint
09/13/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In December of 2023 I purchased a 2024 *** M3 from Momentum *** in ******* *****. With that purchase I also purchased a Complete Theft Warranty issued by iA American Warranty Group and it's affiliates. In May of 2024 this vehicle was stolen. I filed claims with my primary insurance (**********), the *************************'s office and this policy. State Farm and the ***** investigated and determined that the vehicle was stolen. State Farm paid the claim less the $7,500 that was covered by the Complete Theft Warranty. The iA American Warranty Group denied the claim on September 6, 2024.I seek to have this claim paid per the contract that I purchased
Business response
09/15/2024
Thank you for bringing this issue to our attention. We can confirm that we reached out to the consumer directly and are currently in the process of resolving the matter. ************ can contact our Claims Department directly at ************** with question regarding the status.
Initial Complaint
09/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought my new ****** corolla on 02/15/2024 and i got it from ****** Atlanta they offered me a extended warranty of Premier Protection under iA American Warranty Group and i got platinum plan which i have to pay 2,200$ in installments they said that if i had a windshield crack in future then they gonna replace it for free of cost. And now when i had a windshield crack due to road hazard and i contacted them for the claim they are just ignoring my claim and for no reason they denied my application. For what reason i am paying them if they cannot fix it. My claim number is ******* And my address is ************************************************
Business response
09/19/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Initial Complaint
09/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I will be submitting a written formal complaint to the **********, which will responded to in 20 days. Upon a Superior Court favorable ruling, this "insurer" WILL be liable for three times the original amount owed as agreed upon contractually. Date of total Loss: 06/19/2024 Date ALL AND BEYOND requested documentation submitted 08/07/2024 Time of response or payment to lien holder per written communication with insurer: 20 days Days since document and claim submission: 36 days Payments by me due to lien holder: $654 a month Washington State Legislature: RCW 48.22.060 Debt and financing coverage. (GAP)Every insurer that writes for loss or damage to "private passenger automobiles" as those terms are defined in RCW 48.18.297 and 46.04.305, shall provide, upon the insured's request, coverage that will pay, in the event of total loss, an amount, in excess of the actual cash value of the vehicle, sufficient to satisfy any outstanding indebtedness secured by and incurred in conjunction with the financing of the purchase of a new private passenger automobile.This GAP "insurer" requires unnecessary documentation after a loss such as the original window sticker from the first sale, even if the vehicle was purchased used. This leads me to believe that they prefer to create roadblocks in the hopes less educated/motivated consumers will simply fail. They make it known that if ONE of the 20+ documents requested are not up to their standard, they can delay GAP coverage 20 days for every missing item. I submitted EVERYTHING. With a background in law, I am aware of insurer's tactics & took many preventative measures. Yet, this company has failed to perform as outlined in their contractual obligation. Calls ending in dial tones, un-answered emails, non payment, etc.
Business response
09/20/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive gotten two cars from ****** over the years. I would recommend that you never buy additional dent and ding insurance. Its practically useless and only covers doors and bumpers. I bought it because I had new drivers in my house. My sons never did dent it but when I went to have some minor dings taken out (made by falling tree branches) I found out how useless it was. They also said that since I bought the insurance 4 years ago, the dealership changed hands and they dont sell IAS insurance anymore. Even though the policy was for 5 years or ******* miles. My car was at 4 years and ******. Dont get extra insurance from IAS.
Business response
08/26/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
08/26/2024
Complaint: 22154115

I am rejecting this response because: Im not able to read or open the response. Are they willing to refund?

Regards,

***************************
Initial Complaint
08/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
IAAWG serviced a GAP warranty policy I purchased for a vehicle that sustained a total loss in July 2023. They have still not paid out the difference between the insurance company's loss payout and the original financed amount (balance remaining). IAAWG has failed to respond to communications in a timely manner including phone calls and emails. They have failed to produce evidence that they have attempted to secure the information they needed to pay out the policy from the finance company ************ ********* has records showing one single attempt to acquire a payment record, during which the call was dropped (the IIAWG agent - ***** - lied to me and said that she had completed this request).When provided with requested documents, IAAWG requests additional documents, some of which were previously provided, and fails to confirm when these documents are provided. IAAWG has destroyed my credit and inflicted incredible stress on me in trying to resolve the claim.
Business response
08/14/2024
Thanks for reaching out us. We would be happy to review your claim. In order to locate your account, we will need some additional information. Could you provide the *** Addendum number and/or a VIN number (last 10 digits). You can also attach a picture of the *** Addendum or any related documents to your response.
Consumer Support Team

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