ComplaintsforiA American Warranty Group

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 08, 2024, I purchase 2019 Audi Q5 with ***** miles from *************** in ******** AZ. I purchased also extended warranty for this car for 5 years and ***** miles with $250.00 deductible for $4304.00. At that point I didn't know about extended warranty market. When I find out that I was scammed a canceled right away. I canceled extended warranty on May 20, 2024, by calling financial manager. Paperwork was completed on May 24, 2024. They told me that they will refund this money to my loan in a few days, so I don't have to pay unnecessary interest on my auto loan. After three weeks when I didn't see a refund, I start calling financial manager and other manager whose name was on the paperwork to see the status on my refund, I even called my salesperson to see if he can help me out because I had no answers from all this people. I was calling every day and sent text message but no answer from anyone. ******, I called General Manager, and I left message for him but no answer also. All this people at this location ignore my phone call and messages completely. They were jumping around me when I was purchasing the car but after that all stops. The are right I never come back to this dealer anymore and I am warning others about this dealership. Better chose different location to don't get rip off. On my contract said that "if this contract is cancelled by You, your refund will be paid or credited within thirty (30) days of the date We or the *************** received Notice of Your request to cancel. We are now in beginning of July and refund is not there and finance company charge me an interest on all this money. I bought many cars in my live, but this was my worst experience. They don't show any respect for the clients. I am retired with limited income, and I count every dollar. Be careful when you go to this dealership. Be careful also with IA American Warranty Group. They don't follow up with the contract what they created. Looks like they scam their customers.

  

  Business response

  07/21/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer response

  07/22/2024

  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My van (2017 ******************) was purchased with a lifetime power train warranty through iaawg. My van had a no-start condition which lead to it being towed to the local shop. The starter was replaced and upon reciept of my vehicle back from the dealership the van was blowing white smoke from the tailpipe. Ultimately it was determined the engine block was cracked and the engine would need to be replaced. After contacting the warranty company they kept telling me the dealership had not demonstrated the block was cracked so it would not be covered. After a few phone calls and emails I was told there was a gasket issue and or thermostat issue that caused the block to fail so therefore not covered under the LIFETIME POWER TRAIN WARRANTY. My vehicle had no signs of an overtemperature condition like they suggest caused the failure, there were no codes logged on my vehicle. The dealership may be to blame also as when I picked up the van I was told to "just drive it and it will burn off" when referring to the coolant white smoke and that it had burned off in the shop previously when they were running it. All I know is I'm being taken by the dealership and or the warranty company. I don't think the dealership is giving me the whole story and I think the warranty company is doing whatever they can to deny the claim so they don't have to pay up. I have been without my vehicle since early May, I appreciate any help you can provide expediting this matter.

  

  Business response

  07/09/2024

  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 a contract number and/or a VIN number (last 8 digits). You can also attach a picture of the contract or any related documents to your response.

  Consumer Support Team

  Customer response

  07/15/2024

  Complaint: 21959776
  
  Here is the *** and contract number as requested 

  ***: *****************

  CONTRACT# ********

  
  Regards,
  
  *********************************

  

  Business response

  07/21/2024

  We searched our records using both the *** number and contract number you provided but are unable to find a contract associated with your vehicle in our system. Please attach a copy of the service contract to confirm we are the correct entity to contact regarding this complaint. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************************.7 months and this company has STILL not paid non-the lienholder AFTER receiving all required documents requested 3, 4, 5xs.Vehicle balance of loan in November 2023 was approximately $36,000.Total loss on 11/15/2023. I signed title over to my insurance company, Geico, they took the car and my tag, and they paid lienholder Santander, $24, ****** on December 6, 2023, leaving a *** of $14, ******. ********* has continuously sent me billing statements every month demanding payment. ***********************, Claims Manager from IAS Direct- the *** claims adjuster- harassed me via email for the same information over and over again until I sent her a Cease and Desist-after sending her all of the information she requested. Per the *** claim form, I am not the party responsible for sending her any documents- but I learned this after I researched. She STILL received all the documents so there's still no excuse for non-payment. Information she needed was her responsibility to get from the lienholder, insurance company and dealer. *********, the lienholder, also will not respond to me via Equifax or the Better Business Bureau. The *** product is a debt canceling product and I should not be receiving statements from Santander for the balance or seeing that balance still being reported on my credit file 7 months AFTER my insurance carrier has declared the vehicle a total loss, took possession of the vehicle by title I signed over and paid Santander 75% of the balance as of the date of loss.

  

  Business response

  07/22/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer response

  08/02/2024

  Complaint: 21955918
  
  I am rejecting this response because:
  It is an excuse not to pay and to keep stalling.

  It's disrespectful, unethical, unlawful and criminal.

  See attached message from ****** ******* dealership.

  I went to them in person on July 15.

  ****************** is the person there who uploads all claim information to GAP for consumers and she follows the claims. See attached, her message to me today AND a picture of the claim in the *** system. It looked just like this on July 15, 2024. It has shown this way for months. Complete green check-offs on all documents needed. Everything *** needed they have received. Why is *** stonewalling and not paying???? Are you out of money? Do you need to declare bankruptcy??????

  
  Regards,
  
  ***************************

  

  Business response

  08/15/2024

  * Due to the sensitive nature of the information contained the response - we respectfully request this content not be posted publicly*

  We have attached a copy of the email that was sent to ****************** on August 8, 2024. If she has additional questions regarding her claim, we encourage her to contact our Claims Department directly. 

  Customer response

  08/16/2024

  Complaint: 21955918
  
  I am rejecting this response because:

  On August 15, 2024 at 1:37pm, a material package was received by the compliance officer, *****************, of IA Warranty Group, via **** mail delivery (see USPPS confirmation attached herein).

  This response to BBB is not a response to that package.

  Please review the documents sent that I have attached herein.

  IA Warranty Group legally(by law) ********************************, $14, 904.90.

  *****************, Compliance Officer 

  ************************

  *************************************

  
  
  Regards,
  
  ***************************

  

  Business response

  08/21/2024

  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: 21955918
  
  I am rejecting this response because:

  There is no lienholder. IA owes payment of $14,039.6/ to consumer.
  
  Regards,
  
  ***************************

  

  Business response

  08/29/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer response

  09/02/2024

  Complaint: 21955918
  
  I am rejecting this response because: due to material misrepresentations and material deceptive practices of IA Warranty Group since December 2023, Santander Consumer *** has been materially misinformed and cheated out of $14,109.00-which ******* is NOT ever going to pay(please advise Santander Consumer USA of this).

  FL DHSMV records has shown that there is no lienholder (records were sent to IA Warranty via email, **** mail, ******************** uploads and are available 24/7 by going onto the FLHSMV website to do a title search on the property).

  IA Warranty Group misuses the term "lienholder" to falsely give the perception that their is a legal debt secured by property when there is not.

  False misrepresentation of "character."

  IA Warranty Group material false statements and material misrepresentations has caused Santander USA to violate the ****** the Fair Debt Collection Practices Act (*****) prohibits debt collectors from misrepresenting the character of a debt. The ***** prohibits debt collectors from using any unfair, abusive, or deceptive practices to collect debts. This includes: 

  Misrepresenting the amount, character, or legal status of the debt.

  *****************************************************

  Violations of the ***** can result in civil liability, including: statutory damages up to $1,000 per violation, actual damages, and attorney's fees. 

  Debt collectors may also face enforcement actions by federal or state regulatory agencies. 

  
  Regards,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  o Whom It May ********* am writing to file a formal complaint against iA American Warranty Group regarding their handling of my GAP insurance claim. I initially submitted my claim on or around May 13, 2024. Despite providing all required documentation, I have continually been informed by iA American Warranty Group that they have not received the necessary paperwork.Moreover, communication with iA American Warranty Group has been exceedingly challenging, with responses to inquiries about the status of my claim taking up to 30 days. This extended delay in processing my claim is highly unprofessional and has caused significant frustration and inconvenience.Given the circumstances, I am requesting a full refund of the payment made for my GAP coverage. I firmly believe that iA American Warranty Group has not acted in good faith and has failed to fulfill their obligations under the terms of my policy. Their conduct leads me to conclude that this company may be engaging in deceptive practices, which warrant investigation and appropriate actions by regulatory authorities.In light of the above, I urge the Better Business Bureau to investigate this matter thoroughly and take necessary steps to ensure that iA American Warranty Group adheres to ethical business practices and meets their obligations to consumers.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

  

  Business response

  07/29/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 *** Terrain from **** ********* dealership in *******, ***** on March 22, 2024. When I bought this vehicle I was offered the iA American warranty group for 48 months or ****** miles. ******* after 30 days of having the vehicle, my transmission went out and was rerouted to be brought to the *** dealership to get serviced. Once iA American warranty inspected my vehicle 1 week after my car had already been in the shop at ***. They diagnosed the vehicle and put in an order that was supposed to be a transmission. This order took approximately 3 weeks to get to the dealership and it was the wrong part. They sent the service department a tailgate when I needed a transmission. They reordered a transmission, within a week a transmission was delivered to ***, but it was damaged and it was no use to my car as it was in worse condition than my original one. Myself as well as the *** dealership have tried contacting them regarding the delay and the negligence within this process. Every time I have called the warranty company there has been a run around as far as getting someone to help me during this time period without a car. AI warranty will only provide a car rental for none than $150. Through there negligence of sending the wrong parts or faulty parts, I am still without a vehicle to get to and from work. ***, where I am getting my vehicle serviced will not provide me with a loaner because I am only 20 y/o. *** and myself have reached out to AI warranty, and they are either busy or they hang up the phone on me.

  

  Business response

  07/30/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new **** F-150 Pick-up at ************************* in ******* ** in July of 2023 with a 10-year extended warranty through Millennium Automotive Protection. I purchased the Platinum coverage for $2,572.00 with a $100.00 deductible. I was told at the time of purchase everything bumper-to-bumper was covered; including wheels / tires. I just had the tires rotated at ************************* on 15 May. On 1 June 2024 the rear passenger tire sidewall blew out. I did not hit anything on the road and immediately pulled over to changed the tire. Theres only ****** Miles on the vehicle. I returned to ************************* with my warranty information on 3 June to replace the tire. The service manager called Millennium about the Platinum coverage and was told only the rims were warrantied and wheels are not covered. I disagreed and pointed out in the warranty booklet where it says Platinum coverage covers everything under bronze, silver and gold coverage. Gold coverage paragraph 20 specifically says FACTORY SUPPLIED WHEELS. Paragraph A of WHAT IS NOT COVERED, states: The list Is NOT APPLICABLE TO PLATINIUM OR PLATINIUM WRAP COVERAGE. Also, DEFINITIONS: Covered Part(S) includes all original parts on your vehicle of the time of its purchase by you.Merrium Websters definition of wheel: includes tires. Its suspected the tire was a factory defect to fail as it did at only ****** miles. I am seeking reimbursement for the cost of replacement minus the $100.00 deductible. $343.08 Tire replacement - $100.00 deductible = $243.08 I am seeking reimbursement for the cost of replacement minus the $100.00 deductible. $343.08 Tire replacement - $100.00 deductible = $243.08 I am seeking reimbursement for the cost of replacement minus the $100.00 deductible. $343.08 Tire replacement - $100.00 deductible = $243.08 Thank you,***** ********************* ************************************* ************** *******************

  

  Business response

  06/25/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer response

  06/27/2024

  Complaint: 21856726
  
  I am rejecting this response because:
  iA American Warranty Group has cherry picked the verbiage from their Bronze, Silver and Gold coverage and left out the Platinum warranty language which covers tires in order to deny my claim reimbursement minus deductible. ***y also interject the following highlighted phrase that defines their definition of wheel which is nowhere written in the warranty I purchased:
   However, tires and wheels are not the same. A wheel is the metal framework that serves as the foundation for the tire, which is the rubber component that makes contact with the road. Per the excerpt above, Platinum coverage does not include components listed under Section III. WHAT IS NOT COVERED. Per Section III, B., tires are listed as a component that is expressly excluded from coverage:
  ***y go on to explain Platinum coverage per the excerpt above Per Section III, B., but fail to include or mention Section III, A and the last sentence of Section III,B.
  Section III,A. Last sentence under WHAT IS NOT COVERED:  NOT APPLICAPABLE TO PLATINUM OR PLATINUM WRAP COVERAGE.
  Section III,B. Last sentence under WHAT IS NOT COVERED:  TIRES, AND WHEELS / RIMS /STUDS, SEAT FRAMES,DOOR HINGES, AND MIRROR HINGES, ARE NOT EXCLUDED FROM COVERAGE IF GOLD OR PLATINUM COVERAGE HAS BEEN SELECTED AND PURCHASED.
  According to the Gold and Platinum warranty tires are covered.
  In addition,I would like to add that when I took my new vehicle to ************************* in **********, *********** Manager called iA American Warranty Group about my Platinum coverage and was denied to perform warranty work. I disagreed and he informed me I could call them to discuss my coverage. I contacted iA American Warranty on Monday 3 June, 2024 at 8:33 a.m. and spoke to a **************** Rep. *** conversation was being recorded. *** Representative seemed to be reading from a list and regurgitating canned catch phrase reasons for denial. I requested to speak to his supervisor. I was connected with Supervisor ******. He was not any better. I was neither rude nor condescending to them. *** conversation with Supervisor ****** was going nowhere and I asked him for his full first and last name and how to spell it. His response was, **************** Again, I asked for his last name.He refused to give it to me and said, thats all youre going to get is my last initial. I informed him I wanted to have his information correct for when I file a formal complaint.
  Again, I am requesting immediate reimbursement per the Platinum warranty terms for $343.08 - $100.(Deductible) = $243.08.
  Also please post this response to the BBB website.
  Regards,
  
  ***** *********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gap insurance processing has been slow and terrible with communications.Gave GAP insurance payoff amount on 5/3/24, per **** financial, $16,357.76.Progressive insurance on 5/7/24 paid $14,801.05 Leaving $1556.71 I had to pay monthly payment, on 5/24/24, $312 due to length of time for GAP processing. I found out GAP paid $1330.3 on 6/1/4 by looking up the status online.I have called and left messages for call back and they wont call back or answer any questions.

  

  Business response

  06/18/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our vehicle was stolen and deemed totaled as of February of this year (2024). We were provided with *** insurance from this company at the time of purchase of our vehicle. Today, is May 9th, 2024. Paperwork has been submitted... and re submitted. I keep getting told that I don't need to have the official sticker, yet it is on their checklist. When I have indicated that I don't have the purchase sticker, and neither does the financing company, I still get drilled about the window sticker. We paid money to have this coverage for our car, we didn't ask for our car to get stolen. This whole ordeal has been nothing but a headache, and when I call to speak to a representative I keep getting told varying times for processing. As a consumer this is insane, if my car insurance provider can cut a check to the financing company within 30 days, why can't the *** do the same? Instead, my interest is rising, and money is still owed on a vehicle that I was told was going to be covered if something happened to it. I know and understand that they are busy with claims, but June 1st is fast approaching. And since they want to take their time, we still are paying on a vehicle that was stolen and totaled- when we PAID for coverage in case something like this happens. The agents aren't nice, no one gets ahold of you unless they deem something is missing or not right. They do it by email and can't even call you to go over any of the paperwork- or even to let you know what is going on with your claim... let alone to let you know if you actually submitted the paperwork that they wanted, in the correct fashion. I don't get why the adjuster can't communicate with me SPECIFICALLY what is needed and wanted for this claim to process. 5k is a lot to come up with when you don't have it. Am I going to get refunded for paying for this coverage, since I am not going to be able to use it, do to the time constraints of the claim? Is it really that hard to communicate with people? DO NOT RECOMMEND.

  

  Business response

  05/24/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/22 I purchased a 2012 **** F-150 from ******* ****** in ********, **, and they sold me vehicle service contract #CKD40425, which was good for 48mo or 75k miles. *********** contract was with iA American Warranty Group in ******, **. In January of 2023 the vehicle had a suspension breakdown that was determined by the repair facility to be dangerous to drive. I do not have a 2nd vehicle, can't afford a rental, and needed my vehicle repaired so I could get home, and report to work so not lose my job. I had read multiple complaints about iA delaying "pre-approval" for weeks and couldn't afford to wait for their approval, lose my job, income, and ultimately my home, so I had the facility proceed with the repair.In May of 2023 the brakes on my vehicle seized up. I had the vehicle towed to a repair facility, and again had to decide whether to have the repair completed so I could get home and report to work the next day, or wait weeks for iA's "pre-approval", causing me to be without a vehicle and lose my job. Again I chose to have the vehicle repaired the same day.Both times, the repairs were covered according to the contract. Upon reporting the repairs to iA, the rep stated that although they should have been pre-approved, they understood my need for transportation and had a process in place to submit claims that weren't pre-approved. They began the claims process and told me what documentation I needed to provide. Over the course of 12 months I spent countless hours obtaining documents, requesting specific info from repair facilities, fulfilling iA Groups requests, sending emails, calling iA dozens of times, hours on hold, etc.. I never rec'd an update unless I spent an hour waiting on hold. In Feb. of 2024 I was told my claims were denied because they weren't pre-approved. Not only did they lie from the beginning about processing claims that weren't pre-approved, but they intentionally and knowingly wasted hours of my time. This is a ******** want a refund!

  

  Business response

  05/07/2024

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer response

  05/09/2024

  Complaint: 21619294
  
  I am rejecting this response because: As stated in my original complaint, being without my vehicle for even one day would have risked my employment and placed me in financial hardship. Multiple complaints lodged against ACA with the BBB indicated that they were notorious for delaying approval for several weeks or even months, which made it imperative that I prioritize my employment and have my vehicle repaired immediately while at the repair facilities, and to avoid risking injury by continuing to drive a vehicle that was unsafe. And, regardless of ACA's policy of requiring pre-approval, in my initial contact and all subsequent contacts with their customer service department, their representatives indicated that they considered these circumstances and "have a procedure in place to accept claims for repairs that were not pre-approved." Not only did they make that statement, but they also provided me with instructions for submitting such a claim and multiple requests for documentation and statements from the repair facilities. These communications and requests continued for over a year, with me spending a significant amount of time fulfilling each request, following up on their progress, and at times repeating their requests due to their incompetence, misplacing information that I had already provided, and rotation of the claims through the hands of multiple adjusters that needed me to resubmit documents that were not passed on from the previous adjuster. As noted in my original statement through the BBB, if ACA's policy was a rigid policy that only accepted claims that were pre-approved, with no exceptions, then they should have stated that on my initial contact and not indicated that they had a procedure to accept claims without pre-approval and then proceeded to mislead me and waste my valuable time for over a year.

  And, although ACA listed several parts on the repair orders that were not covered under the service agreement, they neglected to also indicate that there were many parts on the repair orders that WERE covered under the agreement, which totaled over $2000 for parts and labor when the non-covered parts were excluded. Some of the non-covered parts were necessary in order to properly replace the covered parts, and whether I chose to have other non-covered items repaired/replaced while the vehicle was at the repair facility is irrelevant.

  Again, the most egregious component of this claim is that ACA's representatives indicated that contrary to the written policy, they accept claims without pre-approval, which is evident in the multiple telephone and email contacts that went back and forth fulfilling their requests, and in their doing so they intentionally mislead me and wasted many hours of my valuable time. Lying to their customers, misleading their customers, and intentionally wasting a significant amount of their customers' time is unacceptable, and I should either receive a refund for the unhonored service agreement, or reimbursement for my time and effort.
  

  
  
  Regards,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩