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      Country
          Country

          Find a Location

          American Auto Shield, LLC has 8 locations, listed below.

          *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

            Country
            Please enter a valid location.
            • American Auto Shield, LLC

              1597 Cole Blvd Ste 200 Lakewood, CO 80401-3418

            • American Auto Shield, Inc

              6820 Lyons Technology Cir Ste 250 Coconut Creek, FL 33073-4315

            • American Auto Shield, LLC

              333 Mid Rivers Mall Dr Ste 101 Cottleville, MO 63376-1516

            • American Auto Shield, LLC

              2400 W Dunlap Ave Ste 315 Phoenix, AZ 85021-2822

            • American Auto Shield LLC

              205 North Michigan Avenue Suite 2200 Chicago., IL 60601

            Business ProfileforAmerican Auto Shield, LLC

            Auto Service Contract Companies
            HeadquartersMulti Location Business
            The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".

            Current Alerts For This Business

            Pattern of Complaint:

            On May 27, 2021, BBB found a pattern from complaints and customer reviews regarding American Auto Shield’s advertising, guarantee or warrantee, and/or customer service issues. Consumers allege when signing up for coverage through vendors and/or sellers of the American Auto Shield agreement that they are unaware of the limitations of the coverage until they attempt to utilize the service. Consumers allege they are required to cover expensive engine and/or transmission teardowns and vehicle rentals while the company determines coverage eligibility, a process some consumers reported taking long periods of time. Consumers also allege that advertising for these services claim broad coverage claims and ease of use while American Auto Shield’s agreement includes detailed exclusions that are only disclosed if the consumer reads the agreement after the sale.

            Additionally, BBB has identified concerns regarding American Auto Shield’s relationship with sellers of the agreements. Consumers appear unaware that other businesses facilitate the sale while American Auto Shield facilitates the terms of the agreement and determines contract eligibility.

             

            American Auto Shield (AAS) Response;
            AAS has taken great pride in achieving and maintaining our A+ rating with the BBB through a number of initiatives, most notably:

            o creating and delivering strong value for the services that our contract holders purchase;
            o our on-going pledge to deal with consumer inquiries in an ethical and straightforward manner;
            o cultivating a previously strong and collaborative relationship with the Denver BBB;
            o providing immediate and comprehensive case management and responsiveness to any and all BBB complaints received, including dedicated technical experts who review every BBB complaint and case resolution escalations for all such matters.

            AAS agrees that customer clarity is essential to providing best in class service and for a full understanding of the difference between the Selling entity and the entity responsible for administering claims under the Vehicle Service Contract. While we believe that we have clear disclosures in place to provide clarity regarding coverages and contract holder requirements, we also acknowledge that additional steps can be made to help improve communication clarity. Below are some examples of improvements implemented to provide greater clarity and support for our customer:

            o During any sales process, our Sellers clearly explain that contracts will be administered by a separate entity.
            o Additionally, the separate entity (namely American Auto Shield) is prominently listed on all contracts issued.
            o Contracts are also immediately either mailed or e-mailed to all contract holders.
            o We have added AAS logos and language to consumer contracts, welcome letters, and emails from the Selling entity.
            o Contract holders have 30 days to review purchased contracts, including coverages and exclusions.
            o If, in the first 30 days, a contract holder determines that the contract will not meet their needs, the contract will be cancelled for a full refund if requested.
            o We have worked with sellers to revise disclosures on TV ads, radio ads, websites, and in other marketing materials.
            o There has been a significant reduction in the requirement for 3rd party inspections through our work with repair facilities to facilitate their collection of data and photos to verify failures.
            o We have established automated follow-ups for information requests from repair facilities and contract holders if not received within 3 days from original request.
            o We have increased first call claim authorizations to an average 37% of claims reported.
            o Significant improvements have bene implemented in adjuster training and tools to address common failures and their resolutions for most complicated engine and transmission failures, thereby avoiding the need for teardowns.

             

            At-a-glance

            Customer Reviews

            3.04/5stars

            Average of 509 Customer Reviews

            Customer Complaints

            1,518 complaints closed in last 3 years

            419 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Reasons for BBB Rating

            Overview

            American Auto Shield, LLC, offers and administers vehicle service contracts.

            Business Details

            This is a multi-location business.

            Find a Location

            American Auto Shield, LLC has 8 locations, listed below.

            *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

              Country
              Please enter a valid location.
              • American Auto Shield, LLC

                1597 Cole Blvd Ste 200 Lakewood, CO 80401-3418

              • American Auto Shield, Inc

                6820 Lyons Technology Cir Ste 250 Coconut Creek, FL 33073-4315

              • American Auto Shield, LLC

                333 Mid Rivers Mall Dr Ste 101 Cottleville, MO 63376-1516

              • American Auto Shield, LLC

                2400 W Dunlap Ave Ste 315 Phoenix, AZ 85021-2822

              • American Auto Shield LLC

                205 North Michigan Avenue Suite 2200 Chicago., IL 60601

              BBB File Opened:
              12/23/2002
              Years in Business:
              22
              Business Started:
              1/14/2002
              Business Started Locally:
              1/14/2002
              Business Incorporated:
              3/19/2002
              Licensing Information:
              This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
              Type of Entity:
              Limited Liability Company (LLC)
              Business Management
              • Ms. Magnolia "Maggie" Madsen, EVP & General Counsel
              Contact Information

              Customer Contact

              • Sara Firestine, Complaint Contact
              Additional Contact Information

              Fax Numbers

              • (303) 420-4722
                Primary Fax

              Phone Numbers

              Customer Complaints

              1,518 Customer Complaints

              Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

              File a Complaint

              Most Recent Customer Complaint

              03/06/2024

              Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              July 2023, my motor locked up going down the road. I had it towed to the dealership. They worked with Car Shield/ American Auto Shield to get me a new motor. Well now it's March 2024, I just got a call saying my truck is ready to go and I owe $3,680. The dealer ship refused to put in a used motor, fine. When taking out the motor, the dealership had to pull the torque converter out with it due to not being able to turn the motor to get to the bolts. The dealership bought a new torque converter and put it in a long with the new motor. Car Shield said they will not cover the new torque converter due to there was nothing "wrong" with the other one. Even after taking the motor out, the torque converter will not come off of the motor. Car Shield states it's still mechanically sound but they don't understand, no one knows that due to the fact you can't get it off the old motor. If it's mechanical sound, then car shield can put it back on my truck. BUT YOU CANT. THERE IS NO WAY YO BREAK IT DOWN. I have put in a request and pictures to edit my claim but I am getting the run around saying it was the dealerships fault for not talking the torque converter off the motor and getting a new one.
              Read More

              Customer Reviews

              509 Customer Reviews

              What do you think? Share your review.

              How BBB Processes Complaints and Reviews

              Start a Review

              Most Recent Customer Review

              Aneesah T

              02/27/2024

              I wouldnt recommend this company to anyone if youre trying to save money or stay *****************. They will give you the run around and keep denying claims with no facts to prove their adjusters are correct Please do not use them they do not guarantee their customers vehicles. ??

              American Auto Shield, LLC Response

              03/04/2024

              American Auto Shield examined your claim based on the review you have provided. The results of this investigation indicate that the claim was adjudicated correctly according to specific terms and exclusions of the *************** Contract.

              Local BBB

              BBB Great West + Pacific

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