Complaints

This profile includes complaints for American Guardian Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Guardian Warranty Services, Inc.

  4450 Weaver Pkwy Warrenville, IL 60555-3252

  
• 

  American Guardian Warranty Services, Inc.

  P. O. Box 768 Warrenville, IL 60555-0768

  
• 

  American Guardian Warranty Services, Inc.

  800 Roosevelt Rd Ste E300 Glen Ellyn, IL 60137-5896

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract number is AUM82222093. This is an RV extended warranty. It was purchased on the terms of 5 years, ****** miles from current mileage (22k at time of purchase)To date, approximately 25k miles and 2.75 years have elapsed. I have recently submitted valid claims against this warranty, however they were denied on the grounds that the contract is expired. The reason is that the the contract states '****** miles', but the company is denying because the actual mileage is 52k, and they are claiming the contract is *********** of two things must be true.1. I purchased a warranty that was good for 50k miles from purchase of the contract, and the repairs must be covered.2. The contract is expired, and I paid the price of a 50k contract, for a 25k mile contract. This means I must be refunded the difference as I was NOT given what I paid for.Either covering the repairs, or refunding me and making so my contract was only for 25k miles as is being claimed is acceptable. The contract is very clear that this is 50k mileage term, not UP TO 50k total miles on the vehicle.

  

  Business Response

  Date: 05/08/2025

  American Guardian Warranty Services, Inc.'s response to BBB complaint No. ******** is attached. Thank you.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty from American Guardian warranty. After I had an oil leak, I took my truck in. they asked for maintenance records, which I provided. They then denied the claim due to not keeping up with manufacturers maintenance schedule. Meanwhile, I am 00% within the manufacturers maintenance schedule and even reaffirmed by **** and the dealership I took it to they told me they have the right to decide if theyre going to cover a claim or not even if its in the manufacturers tolerance. They also claimed that my truck was used for severe use causing option for a more rigorous maintenance plan and even with that I was in a accordance with the maintenance plan and they still refuse to cover it. I dont understand how they can pick and choose what they want to cover and what they dont want to cover when Im in the of what the manufacturer says. Then they refused to contact me after I called them and question them.

  

  Business Response

  Date: 04/04/2025

  American Guardian Warranty Services Incorporated response to complaint number ******** is attached.

  Customer Answer

  Date: 04/04/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings, I am covered with ************* through American Guardian Warranty Services ( Compass Gap ) I was in a vehicle collision with a deer 12/06/2024 totaling the vehicle. The auto insurance paid the required amount and the difference was processed and sent to American Guardian Warranty Services with all the documents were uploaded since January 9, 2025. The payout amount is $ ******* and is currently sitting since 1/09/2025 from there website as claim processed and sent to payment for approval. February 14. 2025 I contacted them and was advised everything looked good and she would push the papers through. February 28, 2025 I called again and was told everything is pending approval for payment. Meanwhile, no one can clarify how long it will take to summit payment for the remainder balance as I am obligated to keep paying for a totaled vehicle. I have requested a supervisor phone number and was only transferred over to a voicemail with, of course, no call back. Flat out disregard your customers and can't tell them how long does it take for processing payment and let them sit making extra payments while you have a mortgage and food to put on the table.

  

  Business Response

  Date: 03/14/2025

  Attached is American Guardian Warranty Services response.

  Thank you.

  Customer Answer

  Date: 03/21/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 17th I was involved in a motorcycle accident involving a deer. November 18th I contacted my insurance company (*********). They helped with everything along the way and helped me get what I needed to file a claim. They deemed my motorcycle a total loss and payed their coverage out on December 16th of 2024. January 19th after a week of getting the rest of the paperwork i needed from the dealer to file a gap claim I was able to file it on the 19th. January 29th comes around and I received a email from American Guardian Warranty Services, Inc.(AGWS) claiming they needed a cause of loss letter. That file was uploaded the same day. Feb 11th comes around and I reach out to AGWS through there live agent chat because I have not got anything since the 29th asking how long it takes for a gap claim. Per there agent because it is a power sports claim they normally take longer. This brings us to today 03/03/2025 when I received a email from **** claiming my the claim I filed was not completed within the 90 days. 

  

  Business Response

  Date: 03/17/2025

  American Guardian Warranty Services, Inc.'s response to complaint ID ******** is attached. Thank you.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought truck,, got gap insurance (AGWS),, deer total it and now they havent paid ********** paid their part and for or five months later they havent paid people bank and I am having to pay bank interest and getting bad credit report because it unpaid balance,, I am so upset and mad they have openly lied to me on the phone by saying they paid. 

  

  Business Response

  Date: 03/04/2025

  American Guardian Warranty Services, Inc.'s response to complaint ID ******** is attached. Thank you.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2011 Dodge Ram 1500 December ****** at the time of my test drive the vehicle stalled at a stop sign I was assured that issue would be resolved. I did not get the truck for a week after I purchased it due to them supposedly fixing the issue. I had to bring it back in a week later due to it was still having the issue, I couldn't leave it in the shop because I did not have another vehicle for work. I brought it back about a month later January 29, 2024 the dealership ****** ****** agreed to give me a loaner vehicle so the shop could fix the original issue. I did not receive my vehicle back until March 14, 2024. I was told it was the transmission. The shop billed my extended warranty $4138.67 the amount for the work that they did. I went over ************************************** October of 2024 I took my vehicle to ******************** due to it not running right. I was informed my truck needs a new motor. The mechanic has said there is no signs of neglect or lack of maintenance. The warranty company **** has denied my claim due to "maintenance not in compliance" I have done all the oil changes except for the first one I went over on. I still owe $14,000 on this vehicle I have lost my job because I have no transportation. My truck has been in the shop for 3 months and I don't have the money to get it fixed. Can you please help me?

  

  Business Response

  Date: 02/18/2025

  American Guardian Warranty Services, Inc.s response to BBB complaint ID ******** is attached. Thank you.

  

  Business Response

  Date: 02/19/2025

  Hello, 

  AGWS immediately contacted our representative ****** **** after posting the wrong response to this complaint ID ******** yesterday who said he would let Customer Relations know. Please remove the attachement intended for complaint ID ******** (*********, which has also been posted correctly) and we will post our correct response to Ms. ******** complaint prior to the 3/2/25 deadline. We are still investigating this complaint as we initally received it on 2/17/2025. Thank you.

   

  Customer Answer

  Date: 03/03/2025

  Upon receiving a response from American Guardian Warranty Services ***** I noticed an error in the name and ID number provided. It appears they mistakenly sent me someone else's information. I contacted the Better Business Bureau (BBB) to report this error, and a representative sent an email to the company. I am now awaiting their response to my complaint. Thank You ****** ******* id # ********

  

  Business Response

  Date: 03/06/2025

  American Guardian Warranty Services, Inc.'s response to BBB complaint ID ******** is attached. Thank you.

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22948516
  
  I am rejecting this response because: I am still without a working vehicle. I except that I missed 1 oil change,but that was the first oil change when I recieved the truck back from the shop. I did all the oil changes from that point on. The mechanic told me personally and also reached out to **** and told them that the motor did not show any lack of maintenance. In his opinion the issue with the truck has nothing to do with the 1 missed oil change. AGWS (Warranty company) has still denied the claim. I have even talked to the shop (Holdens auto service) about getting a used motor to bring the cost down and still am being denied. I owe ***** for a truck that does not run and I am unemployed due to no transportation. I need a resolution of some kind. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/18/2025

  American Guardian Warranty Services, Inc.'s response to complaint ID ******** rebuttal is attached. Thank you.

  Customer Answer

  Date: 05/02/2025

   
  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. I would like to inform the Better Business Bureau that I am pleased with the resolution. The warranty company provided a satisfactory offer, which I accepted. I have happily received my truck back, and it is now running properly. I am very grateful for your assistance in facilitating communication with the warranty company and helping to resolve this matter.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 ****** YZ250f from ****** Cycle in September 2023, I put maybe of total of 7-8 hours on it before experiencing problems, doing this time I changed the oil, oil filter, air filter, and spark plug. I put the bike in the shop May 2024 where it was discovered that the bike had other problems, so a claim was filed with ****, which was denied. I was told it was due to lack of oil change service. AGWS told me that I should have changed the oil every 2 hours of operation, meaning 2 to 3 changes should have been performed within that time period and to check my manual. I checked the manual and submitted the copy to AGWS with states to check the oil level at 2.5 hours and to change/replace the oil after 7.5 hours and to change oil filter after 12.5 hours. **** still denied stating I still should have had 2 oil changes.

  

  Business Response

  Date: 02/19/2025

  American Guardian Warranty Services, Inc.'s response to complaint ID ******** is attached. Thank you.

  Customer Answer

  Date: 02/27/2025

   
  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. Thank you, this matter has been resolved. **** offered me a full refund of warranty and cancelled the policy.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle and an extended warranty from this company through my dealership, and stayed bringing my vehicle to them for scheduled maintenance. A week ago I paid for a diagnostic test at the ********* this business instructed me to, and had to pay for that. The findings were that the engine was consuming excessive oil, or oil was being placed in the wrong area. A few days later, while driving, my vehicle starts driving funny, I pull over, have vehicle towed back to ***, call selling dealership to inform them. I start warranty claim, *** ***** ********** just on the 16th of December sent over necessary paperwork to warranty company. The process is at a stand still because in order for *** to do any repairs, they need to do a combustion cleaning that is $1000, and that is not covered in the extended warranty unless repairs are being done, which that is the point of the claim is to have this repaired or engine replaced. Technically the warranty company should cover the cleaning in order for me to be on the road to having my vehicle fixed, instead of saying it's customer pay, which it's not because most ***************************************** cover a combustion cleaning if it's necessary for a claim to process or to continue repairs, which I sent proof of. This has been a troublesome process with this business. At this point I want to inform people of how this company does business and let people know that the company is not good for an extended warranty is very low class, and not worth it. At this point the only resolution is for the warranty I have been paying for to cover any necessary testing in order for my vehicle to be repaired, instead of trying to get around it.

  

  Business Response

  Date: 12/31/2024

  American Guardian Warranty Services, Inc.'s response to BBB complaint ID ******** is attached. Thank you.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22710115
  
  I am rejecting this response because:
  The matter was resolved because I paid for the testing and repairs, not your warranty company, and not *** ***** ********** who confirmed that yes they did routine maintenance oil changes and yes there was a consumption issue. Furthermore, the warranty was not just given to me, it was calculated in my purchase price, broken down and added to my monthly car note. So, at this point, the warranty is pointless, I have not been reimbursed for towing to the dealership, the repair shop, or making the repairs. 
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 01/10/2025

  American Guardian Warranty Services, Inc.'s response to Ms. ********* rebuttal is attached. Thank you.

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 36mth/36000 mile warranty in Sept 2021 with American Guardian Warranty service (AGWS) for $19,477 ********* home has been in a repair shop for over a year now, and AGWS is not wanting to repair the engine properly as we found coolant in the oil when we had it towed in to Freightliner after it broke down and sat along the road for over a month because AGWS wouldn't repair it or tow it.They are not wanting to repair this engine properly and have caused further damages to bearings etc, since allowing the engine to be contaminated with water and coolant for over a year now. We are requesting that a new engine be installed or a complete tear down to replace all lubricated parts that have been contaminated by coolant due to AGWS failure to repair in a timely manner, and have caused further damage. We have 2 freightliner/cummins repair companies stating the engine should be replaced or a full overhaul.According to the warranty they are responsible to repair all engine lubricated parts.I have further details to share so due to your site limitations, I will email it to BBB. 

  

  Business Response

  Date: 12/27/2024

  Please see AGWS response attached. 

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the process of trying to cancel a warranty for a camper, I discovered several additional warranties were under my name through different companies that I was unaware of. One of these warranties turned out to be something that is completely non-refundable as the service was apparently provided on the date of the camper purchase. I called this particular warranty company, and they were able to send me the attached but said I would need to contact the dealer for a signed copy. The dealer doesn't have a copy of the signed agreement, the work was never completed, and the cost was applied to my loan.

  

  Business Response

  Date: 12/20/2024

  *************'s response to complaint no. ******** is attached. Thanky you.