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Marleen of Dunn NC (10/24/08)
I purchased a warranty from William P. on or around August 28th, 2008. When I purchased it I was told by him that my wait time was 30 days and 1000 miles. William called me about one week later to confirm my address and send me my contract. I called him back and gave him my address. However, I knew that he had it because he had sent me a confirmation statement in regards to my purchase.
Well I still didn't get my contract and when I needed it, I called American Guardian Warranty Service and had them fax me a copy. When I spoke with them on the phone, The person that I spoke with told me that my warranty was a 90 day wait. When I told her that this was incorrect according to William P., she put me on hold, and came back a minute later and said ok. I got my contract and sent my car to a repair shop to be serviced. They called me back a few hours later and informed me that my warranty was not valid yet and that I would have to wait a full 90 days.
called AG back and asked what was going on and she told me to call NWS back. When I called them and spoke to Dave, He told me that he was sorry about what had happened, that William no longer worked with the company and the only thing that could be done for me was a refund of my deposit and one monthly payment.
I now have to come up with money to get my transmission fixed and I was under the impression that this was going to be covered by a warranty. This is going to end up costing me about $3000.00 that I don't have. I really think that this warranty should be honored because the man who sold it to me made a mistake. The company he worled for is aware of this and did nothing to protect their customers or make this situation right.
Aida of Brownsville TX (10/08/08)
I bought a 2003 Freightliner Columbia from American Truck Center. With the purchase of the truck I purchased American Guardian Warranty Protection for 2,750.00. As per the contract: my warranty covers motor, trans, diff for 2 years or 240,000 miles. September 19, 2008, I called and spoke to agent Giomar at AGW, she was unable to start my claim due to my mechanic not being fluent in Spanish. I was told the only person in thier company that can speak Spanish was out of the office for the next 2-3 business days.
Once again I called AGW September 24, 2008; my claim was opened. My claim amount is 9,225.74, AGW won't cover even half of that. They alloted me 3,800. Customer service at AGW practically ridicules you when I expressed concern over my claim. Bouncing back and forth between agents and supervisors has been my daily task going on 3 weeks now.
Once again I called AGW, and was finally told that the claim will be processed and payment will be received 3-5 WEEKS from now. I'm a small business owner so I go the the friendly economical mechanic. He can't start major repairs without getting some sort of payment. I offered to have my truck towed the the nearest Freighliner dealership at my expense. They can absorb the cost and wait the month or two for the company to pay up. AGW refused to hear of my truck being moved. Their excuse being my friendly neighborhood mechanic is cheaper than Freightliner.
John (highest supervisor available) advised me to pay the full claim to my mechanic, then AGW will refund 3,800.00 in the mail--once again in a period of 3-5 weeks. In the mean time, who is going to pay my 2000.00 a month truck payment, not to mention a driver that I have sitting in the office waiting for me.
Lawrence of Hollywood FL (08/22/08)
My wife received an unsolicited telephone call from someone with American Guardian who claimed to be with Mercedes Benz USA (MBUSA). He stated that he was selling an extended warranty through MBUSA for our mercedes automobile. When specifically asked if the policy was through MBUSA, he replied yes. After checking with MBUSA we found out that American Guardian was not authorized by MBUSA and that MBUSA had absolutely nothing to with American Guardian.
The same day we contacted American Guardian to cancel the policy we had paid for by credit card. After stalls, lies, and American Guardian refusing to cancel the policy, we called our credit card company and cancelled the purchase.
Anne of Forest Hill MD (07/16/08)
My experience with the Guardian Warranty on my 2001 Blazer has been very different than those posted on here. We purchased the warranty (the $1200 one) when we purchased the truck in 2005. In the beginning of 2006, our transmission would not go into reverse. I called Guardian, told them what was going on. The woman I spoke with was polite and knowledgable. She immediately gave me a listing of several places to take the truck in our area. Once I decided on the transmission shop only 2 miles away from my home, she offered to give me tow truck information. We declined a tow truck, and drove the Blazer to the shop ourselves. Since all this happened after normal business hours, we simply left the keys and Guardian information in the shop's drop box.
By the next afternoon, the shop called us with what the problem was, how much Guardian was paying (approx. $2800), and what we would have to pay (the shop fees of $450). We had the truck back within a week, with a rebuilt transmission (guaranteed through the shop for 3 years). When we picked up the truck, the shop owner had said he was paid by Guardian two days after he faxed them the repair cost info. Guardian never asked for maintenance records or anything else from us. If we hadn't had the warranty, there was no way we could have afforded to have the truck repaired.
Chris of Hackettstown NJ (06/18/08)
2003 chevy malibu 06/18/08 I dont even know where to begin.This has got to be the worst company in history. I purchased the PLATINUM package warranty from NATIONAL WARRANTY a subdivision AGWS for $2,300 + tax. This package supposedly covers everything but normal wear and tear parts. For two months now my vehicle has been at my local dealership with the top of the engine ripped apart. I had a head problem with one of the lifters pulling out at 60,000 miles. The dealership contacted this warranty company and for 4 weeks sent out three different inspectors because the cost of the repair was high. I ahd to fax numerous copies of repairs to this company and spend countless hours making phone call and leaving voice mails just to find out the status of my vehicle claim.
When AGWS finally said they would finally cover the repair they lowballed the parts cost from the dealer. I had to wait two more weeks for AGWS to ship reconditioned parts to the dealer. Now they have lowballed the labor as well. The car has now been finished for two days aftet two months of waiting and now they are stalling on paying the dealer for the work done. I cannot even touch the car yet. After numerous calls to AGWS they asked me to fax even more information to them. Documents that they already have had since I have started this two months prior.
The stress has been overwhelming. Buyer be ware of this company. The NATIONAL WARRANTY company is a joke as well. They tell you anything to get you to buy this coverage but when you call them for help they tell you its not there problem and transfer you back to AGSW...
Micheal of Fort Stewart GA (05/13/08)
In late January of 2007 my 1998 Dodge Durango started having transmission problems. I took it to a transmission shop and called AGWS to let them know. They told me to give them the shops contact info and they would take it from there. So I gave them the info. The had the shop tear down the tranny to find out that the clutch pack in the tranny was burnt up and the torque converter had malfunctioned as a result. These are all things covered by the warranty. They had there inspector come out and takre a sample of the fluid in the tranny to verify whether or not it had motor silk in it. They took over a week to get the results back from this. While all this is going on, I am scheduled to deploy to Iraq on Feb 24th of that year. Do time is running short.
I'm out of state when all this happened and my wife just had our second child. I'm having to pay for hotel stay and vehicle rental. The repair shop asked me what was goin on because the vehicle had been there a week and nothing was being done. I called AGWS and asked if I pay the repair shop for the repairs, can I be reimbursed. They told me that yes you can, all you have to do was submit the paperwork showing prrof of payment and they would review it and it could take up to 30 days before I get reimbursed. So I called the repair company back and told them to do this. I go get a loan for $2400. I go pay the repair company. After That I try to get the information needed to send the paperwork to AGWS. They tell me you paid before we made a decision, we arent goin to reimburse you. They then tell me well we didn't find motor silfk in your tranny. Then they said they did find it but the fluid level was low causing failure. I told them that the receipt from the repairer says fluid level ok and the guy hung up on me.
After that I had to deploy. So I did and spent 14 1/2 months in Iraq. I came home in Apr 08. I have tried to get the warranty company to do something about this and they were telling me they wouldn't. Now they are saying well submit you paperwork and someone will review it and try to make a decision. I then asked how to cancel my warranty. A warranty i paid for and have every right to decide i don't want anymore. They told me to fax them paperwork and that they will review it and make a decision. Hello I paid for it I want to cancel it, that's not your decision to tell me if I can cancel it.
I will send my paperwork to them. If they tell me again that they will not reimburse me for my OUT OF POCKET expense then I will be filing a civil suit hear in GA and in IL. All total I paid 1445 for the warranty, 2373.21 for the tranny, 400+ for the vehicle rental and 400+ for the hotel I had to stay in.
James of Spokane Valley WA (05/08/08)
My experience with this Company is very different than what I have been reading on this web site. I have had the warranty in place for three years, during which I have had three claims; an Alternator $400, an A/C compressor $800, and today a starter $275. All claims have been approved promptly, paid pretty much in full, and per my repair facility paid very promptly.
So far I haven't had to produce service history or any other documentation. I have had several other service contracts from other companies, and I think AGWS is superior to the others. Probably not perfect, but pretty darn good. When I buy a service contract on my new Subaru, I will go with AGWS.
Patti of Belvidere NJ (01/22/08)
I have been trying to cancel the warranty payment of $88.00 a month. I have been paying this since June 2007. I cannot talk to a live person. I have called six different numbers and have not received any assistance at all.
I don't feel I want this service any longer. I feel it is a scam and honestly got into--I'm not sure how. I believe I thought it was a warranty through Ford.
Karen of Mcgaheysville VA (05/20/07)
I purchased an extended warranty from American Guardian after solicitation over the phone in 2005. The seller made their plans seem so much better than everyone else's. Thinking that since I always took care of my vehicle anyway, and that this was the last vehicle I wanted to buy for a long time, I bought the extended warranty. I thought it would be good to have 'just in case' something happened.
I spent roughly $2400 for this plan (Silver plan). At the end of April of 2007 my 'check engine' light came on unexpectedly and I pulled off the road as soon as possible. I did drive approx. 1 mile-- it was rush hour, bumper to bumper traffic, so I was getting off the road as safely and quickly as possible. As I turned in to a public parking lot, my vehicle cut off. I lost steering ability, etc. since the vehicle cut off. I (ironically) was on the phone with the dealership when the light came on. I was freaking out with the person from the dealership b/c I knew this shouldn't be happening. This occurred on a Mon. and I had just had an oil change the Thursday before.
And at the end of March I had a complete inspection and about $200 in 'preventative services' performed at that time. When I got out of my vehicle there was something wet entirely covering my right wheel well. Under the hood, there was liquid all around the radiator. I thought it may be coolant but I wasn't sure. I had my vehicle towed to my dealership, where I found out the next day that an 'internal part' specifically listed in my policy as 'covered' had failed. Dealership said the water pump failed and the engine overheated. Cylinder 1 and 2 had no compression. (My vehicle is a 2002 Jeep Grand Cherokee Laredo 4.7 L V8 with 78,000 miles). I was given 3 estimates by my dealership-- brand new Mopar engine with installation for $7800, brand new Jasper engine installed for $6300 or a used engine with 70,000 miles on it installed for a little over $4000. I freaked out at first-- how was I ever going to afford even the cheapest of these options?? But then, the gleam of hope...
I remember purchasing the extended warranty from American Guardian. Well, little did I know that the next month of my life would be a total nightmare. I'm sorry, but this company, American Guardian Warranty, made my life a roller-coaster of hell. My dealership said the water pump failed, which therefore CAUSED my vehicle to overheat. The warranty company then sent out a supposed 'independent' inspector (which I believe to be a complete load of bull..) to inspect my vehicle. He said that the water pump failed however he added 'with subsequent damage to the engine due to continued operation'. So basically, he was saying that, yes, my water pump failed, but that I drove it too long causing the engine to be damaged beyond repair. I fought this with the company and the next week they sent a second supposed 'independent' inspector to look at my vehicle. The company never had the decency to let me know what was happening along the way or anything. They would just verbally say over the phone 'oh, it's not covered. Your vehicle overheated'. It wasn't until I DEMANDED that they fax me every copy of every inspection report that I found out that the first inspector agreed that the water pump failed (which is covered by the plan) and that the second inspector said he couldn't even conclude what happened-- he said that definitely an 'internal part' failed but he could tell which one, and that even if further tear down would be completed, he may still not know what caused the malfunction. When the second inspector went to my dealership to look at my vehicle, the lady that normally takes care of me over there called me and said this guy was (for a better use of words) a jerk. She said he was tearing my vehicle apart and incesantly rummaging through all of my paperwork there. It sounded to me like American Guardian basically 'lit a fire' beneath this guy to MAKE him find ANYTHING NOT covered by my plan.
They again stuck with their story of 'it overheated' and denied my claim yet again. I was denied a rental vehicle. Evidently American Guardian is a branch of National Warranty Division b/c my paperwork lists both names. National Warranty is the sales rep. aspect of the business (I think). The homepage for Nat'l Warranty says under the 'coverage' section that 'our policies do not exclude damages due to overheating'. Well isn't that interesting??!! LUCKILY, I had an older backup vehicle to use in the meantime but I don't know what I would have done without that! It has been 1 month now! This company has been rude and underhanded. I have an extensive history with my dealership. My dealership faxed my entire maintenance history to American Guardian which they didn't even comment on.
My dealership said I have about the biggest maintenance record they have ever seen. I have done EVERY preventative service possible to ensure something like this would not happen. I always thought that if I took care of my vehicle I wouldn't have anything to worry about. I surely thought that this 'malfunction' would be covered by my insurance. What a joke. I have filed a civil warrant to sue this company. I am dropping it off at the courthouse tomorrow. I pray I get justice.
After one month, my vehicle is sitting torn apart at my dealership. I am in the process of suing this company for everything I can get. This has been an immense burden- financial as well as emotional. I am married, work about 30 hours a week but I am also going back to college to get my bachelors degree. I have had to place a lot of phone calls during my work hours to American Guardian that just ended in frustration. I can't tell you how many days I've cried at work but still had to do my job. I've still had to work and I've still had to get my college work done as well. It has not been easy. Unfortunately, resolution is still far away-- I'm not sure what will happen with this court case. I do already have an attorney.
The company responds:
There are two sides to each story and here are the facts in Karen’s case for which AGWS paid $4,000.00 for her engine claim. The engine was locked up when the Jeep was towed in. Upon disassembly it was discovered that the engine was severely overheated to the point that the #1 cylinder-exhaust valve seat dropped out of the cylinder head. Damage included a warped head and low cylinder compression in the opposite cylinder bank.
A 2002 Jeep Grand-Cherokee is equipped with both a Check Engine Light and Temperature Gauge. In this case, coolant leaking out of the water-pump making contact with other hot engine parts would cause vapors and burning odors to blow back into the vehicle as it was driven, not withstanding the loss in performance as the engine became hotter. Most if not all experienced mechanics and machinists would agree that it takes extreme heat for an exhaust valve seat to drop out of a cylinder head. Also, two separate appraisal companies were employed by AGWS to insure that objective information was provided before the claim was declined. We concluded that the operator drove the vehicle to the point of complete failure rather than turning the vehicle off and calling a tow truck.
AGWS is presented with more than 48,000 claims annually resulting in payments in excess of $20 Million Dollars. Continued operation circumstances where a vehicle operator has caused catastrophic damage due to neglect is a condition that no vehicle service agreement provides coverage for, not even the manufacturer’s underlying warranty. AGWS believes that all claims should be weighed on their merits and the terms and conditions within the service agreement. We appreciate this opportunity to explain the other side of Karen’s story as AGWS paid a considerable amount towards her repairs.
Daniel Lievrouw
Director of Information Technology
Patricia of Hudson MA (05/25/06)
I purchased an extended auto warranty on line from Warrantybynet after I purchased a 2001 Turbo VW Beetle. The warranty was to cover up to 100,000 miles or 6 years. At 80,000 miles I have suffered a breakdown of the instrument cluster and the fuel pump - both of which are supposedly covered by the insuring company - American Guardian. All documents claim that parts and labor would be paid on such covered items minus a $50 deductable. Documents did state that labor would be subject to national standards and that after market parts should be used if available.
I have always brought my car to the dealer because of its complexity and I did the same in this instance. I have not had to submit any other claims to this company and just assumed that since these were covered conditions, the cost of repair would be covered. Not so. They seem to lowball the labor, they lowball the labor hours to do the repair and they search on line for the lowest possible part they can find and then that is all they will pay. Therefore, for these two covered failures, I am stuck with more than a third of the costs. Warrantybynet claims they just sold the policy and have no interest or ability to help me in any way. American Guardian couldn't have been ruder. it is clear that customer satisfaction is nowhere on their agenda and couldn't have been ruder.
So that leaves me stuck in the middle of the insurance company and the dealer which means I pay - but I will never do business with either warrantybynet or American Guardian again.
Dave of Middletown NJ (01/30/06)
i sent a transfer request to the company in early dec 2005 to transfer my policy to a new owner. the company promptly cashed my check and after calling them numerous times was told they would not honor my request as i have not supplied them with sufficent service records..they have every record available and just keep telling me that dont have sufficient documentation but wont tell me what that means. again getting the run around...i guess i will see these guys in small claims court
Elessette of Allentown PA (12/29/05)
I own a 2001 Pontiac Aztec which the transmission just died on it. It has been 3 weeks of my nightmare in dealing with American Guardian Warranty, which whom I hold an extended warranty with. I have no deductibles, or dollar maximums, I am under the miles required for the policy to be in effect and also within the effective/term dates. I am furious because they outright denied my claim without checking with me if I was keeping up the maintenance on the car. (which I have!) They accused me of denying to have transmission work done. I have faxed them 2 copies of my invoices showing I did take care of my cars transmission flushes-and they still are denying it.
They call themselves investigating it futher, they said they sent out another inspector, but it is going on 3 weeks and no answer yet! They made the decison quickly to deny the claim and if the car was previously inspected they should have all the information they needed already! I am disqusted with this company because it is now the second time I had to fight with them to get something paid. This is ridiculous and I do not understand how they THINK they can get away with it!
The cost is $3000+ not to mention storage fees the dealer may charge me.
Dennis of Alrington Heights IL (12/16/05)
I brought our 2001 Oldsmobile Bravada 4.3 liter V6 in for service for a no heat condition. The service shop claimed that the heater core was clogged with a restriction causing inadequite coolant flow through it. When they contacted American Guardian Warranty Services for approval to replace the heater core they were told that this was not covered under their warranty. Under their contract section A. DEFINITIONS, a BREAKDOWN is due to a mechanical or electrical defect. They stated that a restricted heater core is NOT considered a mechanical defect as opposed to a core leak, which is. They told me a restriction is due to either foreign material in the coolant or a breakdown of the coolant itself which is Texaco's Dex-cool
According to the GM owner manual page 6-21, the Dex-cool coolant is usable for up to 5 years or 150K miles. A Warranty Services mechanical rep confided to me that that this is a common problem with all similar model year GM Bravadas, Blazers, S10s, Jimmys, etc. The estimated repair cost for heater core replacement in my vehicle is $970. American Guardian Warranty Services is obviously aware of this Dex-cool cooling system issue and trying to save money by not honoring their service contract.
The estimated repair cost for heater core replacement in my vehicle is $970.
Tom of Highland IL (11/14/05)
I purchased a 2000 Dodge Dakota from a dealership in VA. I bought the Level II coverage by American Guardian Warranty Services Inc for $1600 after being persuaded by the car salesman. I never received the insurance kit or any information except for the original contract form. My truck broke down leaving me stranded when the Air Compressor seized up and broke off the serpentine belt. Having no information on the coverage and having to make a quick decision, I had the truck towed to the nearest Dodge dealer.
The repair was a new air conditioning compresser and serpentine belt totalling $975. I dug through papers in my glove box and found the contract sheet with American Guardian. I called the number and talked to the customer representative who told me that they couldn't help me because I didn't get the repair pre-authorized. I told him my circumstances, that I'm in the military and rely on my truck to get to work everyday and he instructed me to write them down in a letter and forward them to the company and that I would hear from them.
I received a letter two days later declining the claim for failure to get prior authorization. No mercy whatsoever regardless of what profession you serve. I called the same salesman back and ask if he would at least send me the insurance package. He told me to call my dealership, that it was their responsibility.
$975 more on an already full credit card, a declined claim leaving me to feel that I've been ripped off for $2400. $1600 for the warranty, $800 for the repair after the deductable. We do our part purhasing the service. All we ask them to do is their part by honoring the service. Another lesson learned about warrantys, follow the rules to the letter or they get over on you.
Michael of Mount Airy MD (11/14/05)
Bought a service contract for my 1999 Cadillac STS for 7 years, 100,000 miles bumper to bumper coverage. They never paid 100% as they were supposed to. At 97,000 the car was diagnosed at a Cadillac dealer as requiring a transmission overhaul. The transmission was slipping. The warranty company twice denied the claim. I have all service records and a letter from GM describing the transmission work that was necessary. I had to sell the car at a huge loss and buy a new car.
Warranty was $1300 Amount of labor/parts not paid (due to too high a price) was approx. $2000 Amount of denied claim was approx. $3300 Loss on sale of car (orig $53,000)was over $5000 ($blue book less $4700 selling price). I had planned on keeping the car for a few more years until about 130,000 miles. Instead I now had to buy a new car and spend upwards of $550/month when I could have kept the old car for a few years if the warranty company would have honored its agreement.
Mike of Sparks NV (09/21/05)
Purchased warranty tried to use it for repair of SUn Roof Motor. Pontiac Dealer in Reno gave me a price of $1593.00 to repair. I followed all instructions from warranty company. Warranty company said the parts were too expensive and they listed them at $400.00 less. Pontiac Dealer could not match price and asked for the aprts to be shipped from warranty comapny supplier, Pontiac dealer is told warranty comapny has no way to ship a part, or to give a location to buy a part so I ended up owing $494.30.
I contacted warranty company who said they do not ship, do not refer to parts company but found part cheaper and would only pay that amount. I paid the $494.30 to get my car but the fraud is obvious. No referal to a cheaper part company but refusing to pay the amount given by a licensed Pontiac dealer is obviously a way to cheat the purchaser of the warranty.
$494.30 paid to get my car out while I had a warranty with no deductable. The warranty company paid only $1099.47 of a $1593.77 bill.
Mary of Pine City MN (08/12/05)
I bought the extended warrenty for my 2004 olds alero. The wheel beerings are going out on both the left and right side when the insurance company, was notified they refused to pay for it due to it only makes noise and is not loose enough.
Michael of Mount Airy MD (9/5/03):
I paid over $1200 for a "bumper to bumper" extended waranty for my 1999 Cadillac STS. When I needed my first repair under this policy, I took the car to Moore Cadillac Dealership in Vienna, VA. I showed them the extended waranty and left it on the front seat.
The policy stated that I had to get prior approval. The dealer told me that I was to take care of that. I called the warranty company and told them that the car was currently in the shop because I was unable to drive it. It was raining and the window would not go up and the air-conditioning would not turn off. They told me that since the car is already in the shop and I did not get prior approval, I should mail the paperwork to them and it would be delayed 4-6 weeks while they process it.
I did as instructed and never heard back nor did I receive any reimbursement. I finally called and was told that my claim was denied because I did not receive prior authorization. I would have had the dealer call them when the car was in the shop if that is what I was told to do. Instead, I was told by the warranty company to mail in the paperwork.
The bill came to $550. My deductible was supposed to be $100. I guess this is how this company makes their money. They sell you a policy and then think up ridiculous reasons not to pay your claim.
I did what they said and now I am out $1200+ for the warranty and another $550 for the repair. They will now only refer to their "disclaimer" that no claim will be paid with prior authorization.
I truly hope that you can assist me (and probably many others who have fallen for this scam).
Not to be disrespectful but only God can help Michael now. Insurance companies of all kinds do everything they can to avoid paying claims. Michael will almost certainly find that there is an arbitration clause in his policy that prohibits him from suing (which wouldn't be worthwhile anyway). So his choice is to submit to an arbitration process controlled by the company or cut his losses and walk away.
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