American Auto Guardian. Inc.

Initial Business Response /* (1000, 5, 2015/08/20) */
We have received the Revdex.com email dated August 19, enclosing the complaint of *** ***, the daughter of contract holder *** *** regarding the denial of coverage for certain repairs to her *** *** under her
AutoGuard Vehicle Service Contract
Our records indicate that on August 7, American Auto Guardian, Inc("AAGI") received a call from Gene at *** *** *** to start a claim because Ms*** engine was consuming oilAAGI sent an independent inspector to determine the cause of the oil consumptionThe inspector found that the piston rings were seized due to carbon, and that this caused a failure to the #and #cylinders
Ms*** AutoGuard Vehicle Service Contract provides in Section F, "EXCLUSIONS," Paragraph #26, that any failures due to carbon buildup are excluded from coverageBased on the inspection report and the language of the AutoGuard Vehicle Service Contract, AAGI properly denied coverage for the engine replacement
However, as a matter of compromise and settlement, and without in any manner admitting liability, AAGI has determined to provide coverage for repairs to the engine in accordance with the terms of Ms*** AutoGuard contractAAGI has contacted the repair facility to begin adjustment of the claim

We are reviewing Mr*** claim and, due to the holidays, we will respond within or days

We have received the Revdex.com email dated April 23, enclosing the complaint of *** *** regarding the denial of coverage for certain repairs to her Kia Sportage under her AutoGuard Vehicle Service ContractAccording to American Auto Guardian, Inc.’s (“AAGI”) records,
AAGI was contacted on February 16, by *** from *** *** Kia to start a claim. At that time, *** indicated that the Kia had a rear main engine seal leak and lost power on acceleration. AAGI instructed *** to obtain the customer’s authorization to diagnose the cause of the problem and the extent of any damageOn March 20, 2017, the repair facility called AAGI and advised that the timing chain had jumped and caused the pistons to impact the valvesAAGI sent an independent inspector to inspect the vehicle. The inspector verified an internal engine failure caused by improper maintenance that caused the oil control rings to fail due to carbon. The inspector also noted the rod bearings were coolant washed due to a previous head gasket failure. AAGI called the repair facility and explained that per the language of Ms*** Contract, failures related to carbon and sludge build up are excluded from coverage. Ms*** AutoGuard Vehicle Service Contract provides in Section F, “EXCLUSIONS,” paragraph 26, that “Any Breakdown caused by carbon and/or sludge build up” is excluded from coverageHowever, as a matter of customer goodwill, and without in any manner admitting liability, AAGI has determined to cover the engine failure in accordance with the terms of Ms*** AutoGuard Vehicle Service Contract. AAGI has contacted the repair facility in order to begin adjustment of the claim

As AAGI indicated in its December 20, response to Mr*** complaint, we had not heard from the repair facility about starting a claim, and therefore had no information upon which to approve or deny a claim. After AAGI submitted its response, we received a call from *** at *** *** Chevrolet to start a claim. He indicated that the water pump was leaking, that the tie rod ends and ball joints were worn, and that the oil pan gasket was leakingAAGI informed *** that the ball joints and tie rod ends were not listed as covered components under Mr*** *** Vehicle Service Contract An independent inspector was sent to determine the cause of the failures. The inspector verified the vehicle had been driven miles since it was sold on November 29, 2016. He confirmed the vehicle had long term leaks of the water pump and engine oil pan gasket, as evidenced by the amount of road grime and dirt buildup over the leaks Section D, “Coverage Plans,” of Mr*** *** Vehicle Service Contract states that coverage is provided only for the parts listed for the coverage plan that is chosenThe *** Plus Plan which Mr*** purchased does not list the tie rod ends or ball joints as covered components Additionally, Exclusion Noof the *** Contract excludes from coverage “Breakdowns resulting from conditions whether known or unknown to you that existed or may reasonably assumed to have existed, before you purchased your vehicle (pre-existing conditions).” Based on the inspection report, the fact that the vehicle was sold days before it was brought to *** *** Chevrolet for repair, and the language of the *** Vehicle Service Contract, AAGI properly denied coverage for the water pump and oil pan gasket leaks However, as a matter of compromise and settlement, and without in any manner admitting liability, AAGI will cover the water pump and oil pan gasket repairs according to the terms of the *** Contract up to the limits of liability as set forth in Section A, “Definitions.” Mr*** should return his vehicle to the repair facility and have them contact AAGI for authorization for the repairs

We have received the Revdex.com email dated April 29, enclosing the complaint of *** *** regarding coverage for certain engine repairs to his Lincoln MKZ under his *** Vehicle Service Contract.A review of American Auto Guardian, Inc.’s (“AAGI”) file indicates that J
City Auto Repair contacted AAGI on March 10, because the engine in Mr*** vehicle was overheating and misfiringAAGI advised the repair facility to obtain the customer’s authorization to tear down the vehicle in order to expose the cause of the problem and the extent of any damages. The repair facility contacted AAGI on March 20, and stated that the vehicle was ready for inspection.AAGI sent an independent inspector who inspected the vehicle on March 22, 2017. The inspector verified a coolant leak. AAGI called the repair facility three times on March 22, to explain that the water pump would be covered but that further tear down was needed to confirm any additional failuresThe repair facility’s voice mailbox was full and no message could be left. Finally, Mr*** called AAGI on March 27, 2017, and AAGI explained that the water pump would be covered, but that further diagnosis was needed for any other issues. At that time, Mr*** decided to take the vehicle to Deluxe Auto Sales, where he originally purchased the vehicle.It was not until April 11, 2017, two weeks later, that Deluxe Auto Sales contacted AAGI. AAGI informed the repair facility that it would need to obtain the customer’s authorization for teardown in order expose the cause of any problems and the extent of damages. Another two weeks passed before the repair facility called AAGI back on April 25, and stated the vehicle was ready for inspection.AAGI sent an independent inspector who inspected the vehicle on April 26, 2017. The inspector verified that the water pump was leaking internally, and that there was some play in the timing chains. The repair facility stated that it was going to replace the water pump, timing components, and flush the engine due to the high amount of coolant and oil intermix. AAGI authorized the repairs, including coolant, oil, associated seals and gaskets, and the engine flush. The above facts show that AAGI was not responsible for any delay in resolving Mr*** claim. The delay was due to moving the vehicle from one repair facility to another, and the time needed by the repair facilities to tear down the vehicle so that the cause of the failure could be exposed and coverage under the contract determined. Paragraph of Mr*** *** Contract under “What to Do If You Breakdown” requires Mr*** to “authorize the repair facility to tear down your vehicle so that the repair facility can advise our administrator of the cause of the breakdown, and so that our administrator can inspect the vehicle to determine whether the breakdown is covered.” AAGI believes that it properly adjudicated Mr*** claim.As to Mr*** comments about rental cars, his *** vehicle service contract, in paragraph under Additional Benefits, provides for rental reimbursement for up to days at $per day if a vehicle is required to be in a repair facility overnight, or requires hours or more of repair time. Prior authorization is required, and rental receipts from a licensed rental agency, auto dealer or repair facility must be provided for reimbursementWe have no record of Mr*** asking about rental coverage

Mr*** refund was calculated in accordance with the express terms of his *** Contract and in accordance with Illinois law. Additionally, AAGI has paid almost $4,in claims

Initial Business Response /* (1000, 5, 2015/06/03) */
We have received the Revdex.com e-mail dated June 2, enclosing the complaint of *** *** regarding the denial of coverage for certain repairs to his *** *** under his *** Vehicle Service Contract
A
review of American Auto Guardian, Inc.'s ("AAGI") file indicates that *** from *** *** contacted AAGI on June 1, to start a claim*** stated that Mr*** brought his vehicle in because there was a rattle coming from the rear of his vehicle, and because the rear of the vehicle had excessive bounceAlso, the muffler was hanging down*** stated that the technician found that both rear struts and mounts had failed, and that the muffler needed to be replaced
AAGI informed *** that the rear struts and mounts would be covered, but that the muffler was excluded from coverage under Mr***'s *** contractAAGI authorized the rear struts and mounts for a total payment of $after Mr***'s $deductibleHowever, Mr***'s *** Vehicle Service Contract provides in Exclusion #that the exhaust system is not covered
Based on the language of the WHEELZ Vehicle Service Contract, AAGI properly authorized the rear struts and mounts repair, and properly denied coverage for the muffler

We have received the Revdex.com e-mail dated June 23, enclosing the complaint of *** *** regarding the denial of coverage for certain repairs to his Dodge Ram under his Wheelz Vehicle Service Contract. A review of American Auto Guardian, Inc.’s (“AAGI”) file
indicates that *** at Gillette Diesel Service contacted AAGI on June 14, to start a claim because the vehicle was lacking power and its check engine light was illuminated*** told AAGI that the engine’s turbocharger had failed due to carbon buildup on the unit’s vanes An independent inspector was sent to verify the cause of failure and the extent of damages to the vehicleThe inspection report stated the turbocharger had excessive carbon buildup on the vanes and the adjustment rod AAGI informed *** that the Wheelz Vehicle Service Contract provides in Section H, “EXCLUSIONS,” Paragraph #18, that breakdowns caused by carbon buildup are not coveredThe selling dealer’s agent called AAGI to request a second opinion as to the cause of the failureAAGI sent a second inspector from a different inspection companyThe second inspection report also found that the turbocharger had failed due to excessive carbon / soot buildup. Based on the inspection reports and the language of the Wheelz Vehicle Service Contract, AAGI properly denied coverage for the turbocharger repair

We have received the Revdex.com email dated December 10, enclosing *** ***’s reply to AAGI’s response regarding the denial of coverage for certain repairs to his Chevrolet Silverado under his Wheelz Vehicle Service Contract
*** *** states that the bolts are part of the exhaust manifold, and that the bolts are not specifically excluded in the Wheelz Vehicle Service Contract. The bolts attach the manifold to the engine block, and are parts that are independent from the exhaust manifold itself. Therefore, the bolts are not part of the exhaust manifold. *** ***’s Wheelz Vehicle Service Contract provides in Section C, “LIST OF COVERED PARTS,” that coverage is limited to listed parts. The bolts are not listed for coverage in Section C. Although engine mounts are covered, they also are not part of the manifold
*** *** also states that the transmission cooler hoses should be covered. He states that the metal lines need to be replaced, and that it is irrelevant that they have rubber at the ends *** ***’s service contract states that only metal cooler lines are covered. Since the cooler line is not a complete metal line, there is no coverage
Based on the language of the Wheelz Vehicle Service Contract, AAGI properly denied coverage for the exhaust manifold bolts and transmission cooler hoses
Again, if *** *** wishes to cancel his Wheelz Contract, he should follow the procedure set forth in the Contract

We have received the Revdex.com e-mail dated June 27, enclosing the response of *** *** regarding the denial of coverage for certain repairs to his Dodge Ram under his Wheelz Vehicle Service Contract.If Mr*** provides to AAGI the report of his turbo specialist, AAGI will re-evaluate his claim in light of that report, the findings of the prior inspections, and the language of the Wheelz contract

Your email dated June 27, enclosing the complaint of *** *** has been received in our office On March 11, 2016, American Auto Guardian, Inc(“AAGI”) was first notified of an excess wear and tear claim on Ms*** *** Sonata. We received documents from Ms
*** on that date that included some of the documents needed to process her claim, but not all of the required documents Consequently, a letter was sent to Ms*** on March 15, requesting, among other things, that a loss form be completed and that a final bill/invoice for the damage from *** be provided. Follow up letters dated April 25, and May 24, were also sent The requested documents were finally received on May 31, 2016. The claim was finalized on June 10, 2016, and paid in the amount of $on June 13, to *** Financial. The final invoice that was received on May 31, reflected that Ms*** owed the balance of $to ***, and therefore, payment was sent to ***. Had we received an invoice reflecting that the balance to *** had been satisfied by Ms*** or proof of payment by Ms*** as specified on the letters AAGI sent to her, we would have submitted payment to Ms***. If Ms*** believes that *** has been overpaid, she should contact *** for a refund Ms*** claim was paid within two weeks of receiving all of the required paperwork. The delay in receiving the paperwork was not the fault of AAGI. We believe Ms*** claim was processed in the appropriate manner, and was handled in a timely fashion

Initial Business Response /* (1000, 5, 2015/04/07) */
Response to ***
Revdex.com Complaint No***
April 7,
Dear Ms.***
We have received the Revdex.com email dated April 5, enclosing the complaint of *** regarding the denial of
coverage for certain repairs to his *** under his ***
When a customer calls American Auto Guardian's ("AAGI") (XXX) XXX-XXXX claim number after hours, the customer is directed to press "3", and is transferred to AAGI's after-hours representative, who explains the claim proceduresIn addition to handling after-hours claims, AAGI's after-hours representative provides emergency roadside assistance, which includes towingWe are not aware of any reason why the repair facility could not contact AAGI's after-hours representative, or why the after-hours representative would not be aware of the appropriate claims proceduresIt should be noted that paragraph number under "Instructions in the Event of a Breakdown" in the *** Contract provides in all caps with regard to emergency repairs that: "PRIOR APPROVAL MUST BE OBTAINED IN ALL CASESFAILURE TO OBTAIN PROPER AUTHORIZATION SHALL RESULT IN A DENIAL OF BENEFITS."
Nevertheless, our records indicate that on February 24, 2015, the contract holder contacted AAGI and advised that the parts that he had replaced were the EGR valve and oxygen sensorMr*** chose the Premium coverage plan under his *** ContractThat plan only covers the parts specifically listedThe EGR valve and oxygen sensor are not listed parts
AAGI also reminded the contract holder when he called on February 24, that prior approval is required, and explained the claim procedureIf Mr*** has additional repairs done on February 28, 2015, we do not have any record of him contacting AAGI, nor did he obtain the required authorization number as he was reminded to do
Further, a review of AAGI"s file indicates that *** from *** contacted AAGI on March 25, to start a claim*** told AAGI that Mr***'s vehicle was overheating, that the check engine and suspension lights were on, and that there was a noise over rough roads*** believed that the right front head gasket was leaking, that the oxygen and steering angle sensors failed, and that the stabilizer links were looseAAGI informed *** that the oxygen sensor, steering angle sensor, and the stabilizer links were not covered by the Premium Plan because they were not listed partsWith regard to the head gasket, the repair facility was advised to obtain the contract holder's authorization to teardown the vehicle so that the cause of the head gasket problem and the extent of the damage could be demonstrated to an inspector
*** called AAGI back on March 31, and stated the vehicle had been torn down and was ready for inspectionAAGI sent an independent inspector, who inspected the vehicle on April 2, and found that the right head gasket was leakingAAGI authorized the right front head gasket repair in the amount of $
Based on the language of the ***, AAGI acted properly in adjusting Mr***'s repair claims
Initial Consumer Rebuttal /* (3000, 7, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the repair man and I both called American Auto Guardian's ("AAGI") (XXX) XXX-XXXX claim number after hours there was no "option 3" for an after-hours representativeIf there was, the repair man or myself would have selected it on the 21st or 28th of FebruaryWe both called the number a number of times, again, the last time I called on the 28th I selected the only other option I could, "Directory", and left a message with a common name, *** which was never responded to, by the wayNo, AAGI would not be "aware of any reason why the repair facility could not contact AAGI's after-hours representative, or why the after-hours representative would not be aware of the appropriate claims procedures" because AAGI thinks there is an "Option 3", which now there might be one because I brought it to their attention
Another point I brought up that is left out of AAGI's rebuttal is the 24-hour wait for an inspectorThat was a huge inconveniencePeople need to know that they are going to be without a car for a few daysHow ridiculous it is that that is not in the contract
All of the head gaskets showed signs of seepageWhy were some not covered under the "wear and tear" or "seals and gaskets" part of the contract?
All we really want from AAGI is to cover what the warranty says it will, being the other head gaskets being replaced since they were showing signs of seepage and would have failed in a short time anywaysThe cost to us for the replacement of the faulty head gaskets was $If we get a check for that amount, I will drop the complaint and leave you to address all the other issues your company has that I brought to your attention
Final Business Response /* (4000, 9, 2015/04/15) */
Response to ***
Revdex.com Complaint No***
April 15,
Dear Ms.***:
We have received the Revdex.com email dated April 13, enclosing the response of *** regarding the denial of coverage for certain repairs to his *** under his *** *** Service Contract
When the inspector arrived to inspect the vehicle, the only failure that was demonstrated to him was the right or rear bank cylinder head gasketThe inspection report specifically said: "There is no failure seen or demonstrated to the left bank head gasket."
Contrary to Mr.***'s statement, the after hours procedure was in place when Mr.*** calledIt has been operating since the Company was founded, and is not something that was recently implementedAdditionally, at the time Mr.*** called, there was no one employed by AAGI with the last name of ***
Based on the language of the *** *** Service Contract, AAGI acted properly in authorizing the right head gasket repair only
Final Consumer Response /* (4200, 11, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am going off of what I got from the actual repair manHe said their was signs of seepage in the left bankHe said if he did not fix it when he had the car apart to fix the right rear, he would have had to take it apart again in a month or two when the other one failedIn the long run, I feel we actually saved the American Auto Guardian, Inc money and time because we prevented them from sending out another inspector in a month
Again, the part that was showing signs of seepage, statements made by the repair man himself, is covered under the wear and tear, seals and gaskets partWe would really like it to actually be coveredThat was dollars

Initial Business Response /* (1000, 5, 2015/07/27) */
Response to *** ***
Revdex.com Complaint NoXXXXXXXX
July 27,
We have received the Revdex.com email dated July22, enclosing the complaint of *** *** regarding the Excess Wear and Tear Claim on
his Kia Optima under his Excess Wear & Tear Protection Waiver
A review of American Auto Guardian Inc's ("AAGI") file indicates that Mr*** contacted AAGI on May 8, to start a claimOn May 13, 2015, AAGI mailed out a claim form to Mr*** with a list of required documents that were needed to process his excess wear and tear claimAAGI did not receive all the required documents until July 10,
AAGI then processed the claim, and a check in the amount of $1,was mailed directly to Kia Motors Finance, PO Box XXXXXX, *** TX XXXXXAAGI contacted Mr*** after receiving his Revdex.com complaint to advise that his excess wear and tear claim had been processed, and that the check had already been sent to Kia Motors FinanceMr*** responded that he would contact Kia Motors Finance to stop his payment
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I checked that AAGI sent a check to Kia FinanceEven though Kia withdrawn money from my account already, Kia finance will send me back that amount
I sincerely appreciate your help Revdex.com
Hope you have a great day!

Initial Business Response /* (1000, 5, 2015/07/09) */
In November, 2014, AAGI requested that the *** provide us with a loan payment history from the lienholder on their vehicleThe reason for this request was so that AAGI could verify whether the lienholder received the cancellation refund
amount from the dealer to whom AAGI had mailed the *** refund checkIn addition, AAGI needed verification as to whether any amount was still owed to the lienholder by the *** as the *** *** *** Contract requires that any refund must be made to the vehicle's lienholder unless AAGI receives "proof that the is no lien or outstanding credit obligation"
AAGI did not receive any loan payment history information from the CarlsonsIf they would provide AAGI with this information, and if it shows no payment was received by the lienholder, then AAGI will expedite the cancellation refund to the lienholder if a lien is still outstanding, or to the *** if there is no lienPlease provide the payment history by faxing the information to XXX-XXX-XXXX or mailing the information to AAGI at the address set forth in the *** *** attention ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If anyone at Wheelz / AAGI would have needed further information at anytime, they surely could have requested it!? They were not willing to help us in anyway at anytime we contacted themWe also had *** from *** Brothers in *** trying to assist us, she had us send her the information on the warranty / payoff and she passed ** on to them and also got the run around from AAGI! No one EVER indicated they were waiting for further information from us
As our notes reflect, my husband spoke with *** at AAGI and gave her this information on the phoneAt that time the payoff was $and to add $per day interestThe lienholder was *** *** We have since traded in that vehicle and there is no longer any lienholder at allHe was also told that check #XXXXXXX had already been sent out (reference #XXXXXX) to *** Ford in *** And if in fact it is their policy to send the refund to the lienholder, then why on earth would they have sent the refund to the wrong dealership in another state? None of this makes sense!
I am unsure which of their stories is the correct one: Was the check sent out to a closed dealership in another state? Did they still need the info that had already been given them? And quite frankly, if they in fact did need further information as they state...why would they have mailed a refund check out to the closed dealership as we were told with the above reference / check number?
We have been told by *** at *** Brothers in *** IL that we are not the only clients who are dealing with this nightmareShe is all too familiar with them and their antics and while they had nothing to do with the sale of this miserable warranty, she is trying to help us out of the kindness of her heartAAGI / Wheelz is conducting very unacceptable business practices and should not be allowed to continue in business
Final Business Response /* (4000, 9, 2015/07/14) */
Respectfully, we strongly disagree with the *** characterizations of our business, of our business procedures and of our interaction with them in handling their claim
Regardless, we are trying to resolve this matterIn our previous response, we requested that the *** provide us with a loan payment history from their lender, *** *** *** so that we can be sure that the refund was not sent in by the dealer and applied to their loanAs a past or current customer of that lienholder, that information should be available to themIf it is not, then please advise as to that fact along with the reason it is not available
Again, as we mentioned in our previous response, if it is determined that the lienholder did not receive the refund, we will make the refund to the ***
Final Consumer Response /* (4200, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted *** about the "payment history" requestedThey also laughed at this request and said it's a stall tacticAt any rate, since the loan has been closed and paid off she said it will take a couple of business days to get the information, which will only go back to last JulyThey are only able to mail the information
This is only proof of your very poor business tacticsI work in accountingI can tell you whether or not I have issued a payment, who the payment was issued to, the date and the amount of that payment at any given momentFurthermore, with that check number (as given to us and provided previously as well)you have access to your banking information and could get a copy of the cancelled check that would show who endorsed the back of the check as proof of who the payment went to
months later, we still wait for a refund

Complaint: ***
I am rejecting this response because:
AAGI will not fix my truck due to carbon and their pre-existing clause on the contractIt is a used diesel in which case the warranty is void cause the truck is pre-existing due to being used and the turbo will have carbon due to being a dieselDiesel engines create carbon as soon as they start and the exhaust runs through the turboI bought the warranty cause I was buying a used vehicle and don't know what problems would come upI am very unsatisied with the problems I am having with the dealer and AAGI
Sincerely,
*** ***

We have received the Revdex.com email dated
November 19, 2015 enclosing the complaint of [redacted] regarding the denial
of coverage for certain repairs to his 2007 Chevrolet Silverado under his Wheelz
Vehicle Service Contract.A review of American Auto Guardian, Inc.’s (“AAGI”)...

file
indicates that [redacted] from Greg Hubler Chevrolet contacted AAGI on November 13,
2015 to start a claim.  [redacted] told AAGI
that his technician found that the exhaust manifold bolts were broken, thereby causing
the manifolds to leak.  The technician
also reported that the catalytic converter had failed, and that there was a
fluid leak from the transmission cooler hoses.  The transmission cooler hoses are crimped metal and rubber hoses, and
are not completely metal.[redacted] selected the Premium Coverage Plan under his
Wheelz Contract.  That Contract provides
in Section C, “LIST OF COVERED PARTS,” that coverage is limited to the parts that
are specifically listed.  The failure of
the exhaust manifold bolts directly caused the manifold gaskets to leak, and
the bolts are not listed for coverage.  Also,
the catalytic convertor is not a listed part.  Finally, the transmission cooler hoses are a rubber and metal hose, and
only metal cooler lines are listed for coverage.Based on the language of the Wheelz Vehicle
Service Contract, AAGI properly denied the exhaust manifold bolts, catalytic
convertor, and transmission cooler hoses because those parts were not listed
for coverage.If
[redacted] would like to cancel his Contract, then he should follow the
procedure set forth in his Contract, and a refund will be made according to the
Contract’s terms.

We have received the Revdex.com email dated March 16, 2016 enclosing the complaint of [redacted] regarding the denial of coverage for certain engine repairs to his 2009 Subaru Impreza WRX under his Wheelz Vehicle Service Contract.
A review of American Auto Guardian,...

Inc.’s (“AAGI”) file indicates that [redacted] from Hodges Imported Cars contacted AAGI on March 8, 2016 to start a claim. [redacted] stated the engine had a knocking noise, and was 4.5 quarts low on oil with no external leaks.
An independent inspector was sent by AAGI to determine the cause of the engine problem. The inspector found that the engine’s turbocharger inlet hose had torn, allowing dirt and debris to be ingested into and damage the turbocharger assembly. The failed turbocharger caused excessive oil consumption, which explains why the vehicle was low on oil when brought into [redacted] Imported Cars. The lack of lubrication damaged the engine’s #1 rod bearing, and crank shaft.
Mr. [redacted] Wheelz Vehicle Service Contract provides in Section G, “EXCLUSIONS,” Exclusion #2, that hoses are not covered. In addition, Exclusion #20 provides that a breakdown to a covered part caused by the failure of a non-covered part is excluded from coverage.
The failure of the non-covered hose led to the failure of the turbocharger and engine. Accordingly, based on the inspection report and the language of the Wheelz Vehicle Service Contract, AAGI properly denied coverage for the engine and turbocharger.

Complaint: [redacted]
I am rejecting this response because:  Regardless of the amount paid in claims that is why you take out insurance.  If I have auto insurance or home owner insurance and claims are paid the company will either raise your premiums {Most Common result} or drop you as a policy holder.  That is how insurance works.  Since the insurance company feels they are correct and I feel I am correct I will be willing to split the difference of what should have been the refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: AAGI sent out an appraisor. This business is trying not to cover things clearly covered on the warranty.
Sincerely,
[redacted]

We have received the Revdex.com email dated January 28, 2018 enclosing the complaint of [redacted] regarding coverage for repairs to his 2006 Chevrolet Cobalt.   A review of American Auto Guardian, Inc.’s (“AAGI”) file indicates that [redacted] at [redacted] Muffler had called AAGI on January...

10, 2018 to start a claim because of an unusual engine noise.  An independent inspector was sent to determine the cause of the problem and the extent of any damages. The inspector found that the engine had suffered a failure to the #1 connecting rod bearing and scoring of the crankshaft journal due to a lack of lubrication. AAGI denied the claim pursuant to Exclusion 18 for failure to maintain a proper level of lubricants.   However, as a matter of compromise, settlement and customer goodwill, and without in any way admitting liability, AAGI has determined to cover Mr. [redacted] claim subject to the limits of liability.