Complaints

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:07/08/2025

  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.

  Purchased 3 auto policies, 2 for myself a 1 for my father. we are experiencing some financial difficulties and My father will no longer be able to drive due to age and health reason's. So We decided to cancel the policies. They Charged us $275.00 per vehicle to cancel say it was in the policy agreement which I have never seen. they said they emailed them to me but I never got them thus I was unaware of a cancellation fee. They received payments for the policies and none were ever used, I do not expect a refund but I do not want to be charged to cancel. I feel that I was deceived by all information not being supplied

  Business Response

  Date: 07/10/2025

  Mr. ****************** your polices were emailed to you and we have trackers on them to notify us when customers open them and you last opened your policy on 4/14/2025.
  
  As a good will gesture and to close out, will only charge the fees for one policy totaling to $325 and waive for the other two polices.
  
  You will receive a confirmation email confirming the policies have been canceled.

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They have already charged and collected the $325.00 on the 2020 Equinox.  While I do not agree with what they did I will accept their offer.  As I said they have already collected the $325.00 from 1 of the vehicles
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/23/2025

  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.

  I have a car warranty with American Dream Auto Prtoect top line coverage. Car broke down after waiting period of 30 days(there is no Mileage criteria Approximately 3 weeks passed since car was towed into C&STransmissions ***************** a trans issue The warranty company denied the claim. Said pre existing condition?? The car broke down after down ,while I was driving to Church , Not pre existing,it broke down while I was driving. HELP IM BEING SCAMMED

  Business Response

  Date: 06/24/2025

  Dear Richard Romano,
  
  There seems to be a miss understanding of what the policy covers and does not cover.
  
  The issue is with your transmission and an email was sent to you explaining why it was not a covered claim on 6/13/2025.
  
  
  
  "Dear Richard Romano,
  
  Thank you for being a valued customer with American Dream Auto Protect (“American
  Dream”), We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the issue being existed prior to
  the onset of your Vehicle Service Program (the “Program”) coverage. Specifically, the Transmission, the repair in question, is disallowed pursuant to Section K, found on page 5 of
  the Program.
  For your reference, we have attached a copy of your Program which clearly outlines that any
  repair of a system, equipment or part that is reasonably determined to have failed prior to the
  purchase of the program is disallowed. If you feel that this determination was made in error, if
  you have any questions regarding your coverage, or in any way need further assistance in any
  way, please call our customer service line at (800) 349-3027.
  While this news may be disheartening, American Dream values you as a loyal customer and we
  appreciate your anticipated understanding of this coverage determination. 
  Thank you.
  
  Sincerely,
  Administration Dept. 
  American Dream Auto Protect
  1 (800) 349-3027"
  
  A preexisting issue is something that is known or unknown by the customer. 
  
  As a good will gesture and to close out, we are willing to waive the $75 processing fee and $250 cancelation fee.
  
  Please let us know how you would like to proceed. 

• Initial Complaint

  Date:06/03/2025

  Type:Billing 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 supposedly signed up for an auto warranty package, however, nothing was emailed to me as promised, however, I did provide my debit card information to start the supposed service at a later date.

  Business Response

  Date: 06/04/2025

  The policy has been canceled. 

  Customer Answer

  Date: 06/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/02/2025

  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.

  Since Nov 7, 2024 I had pay $909.95 for warranty protection, I submitted a claim and got denied cause the manufacturer had issued a service bulletin about this and American Dream does not cover repairs mention in a service bulletin, I get it.I paid for the repair myself, now there's another issue with my truck and this time they denied cause my truck had a rebuild title. I called American Dream to complain since they did not mention the issue of the rebuild title before, in a few words, they will not cover anything in my truck cause of this rebuild title, I ask then to give me my money back since my truck doesn't qualify for repairs.I state that this was not acceptable since they had all the information in my truck and did nothing to inform me that my truck wouldn't be cover at all and they went ahead and enroll me in the warranty.They said they will not issue a refund but as a courtesy they would wave the cancelation fees since I was trying to cancel the policy (they are not going to cover anything in my truck), I said that wasn't acceptable and when I mention that I was going to issue a complaint with the ********************** they said that if I was going to do that they will not wave any fees upon my cancellation.This is outrageous, they had all the correct info in my truck when I was enrolled and they should of not start a policy since my truck doesn't qualify for any service with American Dream. I canceled the auto payment from my account and I like to get refunded since as the state, my truck doesn't qualify for no kind of repairs, still, they being helping themselves to my money every month.I like to get help getting my money back.

  Business Response

  Date: 06/04/2025

  Mrs. ******************* seems to be a miss understanding, we would not know your vehicle was a rebulit title when you signed up unless you informed us of such. 
  
  Your policy started on 12/26 and you placed your first claims in May and once we got the diagnosis back from the shop, that is when it was known the vehicle had a rebuilit title.
  
  As a good will gesture and to close out we are willing to waive the $75 procesing fee and $250 cancelation fee and refund May and April payment.
  
  So the total refund after canceling will be $250.
  
  Please let us know how you would like to proceed.

• Initial Complaint

  Date:05/29/2025

  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.

  I was lied to OVER AND OVER. I called numerous times to inquire about the time frame and was PROMISED that the approval can happen immediately, just depending on how long it takes the car dealer to submit the claim. They said they can do it every day of the week and it can be done within an hour. I live super far from the dealer.We went there and found out that it takes ***** hours for approval. I called ******** and she was an absolute raging b**** in the phone - was screaming and yelling at me and questioning if I had ready my policy. First, they never sent me a policy even though I called for it a few times. I received generic printouts that have nothing about the timeframe in them. She was rude and refused to help.I am livid that I fell for their fraud

  Business Response

  Date: 06/04/2025

  
  Mrs. ***,
  
  Your policy started on 4/30/25 and a email of your policy was sent to you automatically via the email you provided that we can see you opened through our tracking system.
  
  You placed your first claim on 5/29/25 and a email was sent to explaining the denial.  
  
  
  "Dear ****** ***,
  
  Thank you for being a valued customer with ****************************************
  *********************, We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the listed part not being covered under
  your *************** Program (the Program). Specifically, the Tire Pressure Sensors, tech finds, the
  part in question, appears on the list of disallowed parts set forth in Section A, found on page 4 of
  the Program.
  For your reference, we have attached a copy of your Program which clearly outlines all of the
  parts disallowed. If you feel that this determination was made in error, if you have any questions
  regarding your coverage, or in any way need further assistance please respond back to this email. 
  
  While this news may be disheartening, American Dream values you as a loyal customer and we
  appreciate your anticipated understanding of this coverage determination.
  Thank you.
  
  Sincerely,
  Administration Dept. 
  American Dream Auto Protect
  ****************"
  
  Also, there seems to be a misunderstanding of the claims process and the hours of operation.
  
  The normal claims process can take up to 24 to 48 hrs and that department is only open Monday - Friday.
  
  The policy was already canceled and we waived the $75 processing fee and $250 cancelation fee.
  
  Which is the best good will gesture we can offer in this matter as far compensation. 

  Customer Answer

  Date: 06/04/2025

  
  Complaint: 23393432
  
  I am rejecting this response because:
  
  I was lied to from the start. I made it very clear that this was no misunderstanding about when the business was open rather the lies were intentional and fraudulent in nature.

  I was also lied to about what was covered and NEVER RECEIVED MY CONTRACT although I called numerous times to have it mailed to me. I received some generic printout that is not tied in anyway to my contract number, car, phone number, address, etc.

  I was intentionally lied to in order to get a sale. This is NOT ok and is unethical. American Dream (aka American Nightmare) should pay me for the pain and suffering that they have put me through. I am open to a settlement, starting at $5,000 to include my refund and the pain and suffering that they have caused.
  
  Regards,
  
  ****** ***

  Business Response

  Date: 06/05/2025

  Mrs. ***
  
  Unfortunately there is nothing further we can do to help you in this matter.
  
  No one lied to you and the call's were even reviewed for quality assurance and we were shocked and disappointed to hear the racial disrespect you showed our representatives.
  
  They maintained professionalism and tried to explain the policy to you and the reason for the denial.  

  Just as the sales representatives educated you on the policy, which was emailed to you the day you signed you. 
  
  We understand customers do get frustrated, but there should be a certain level of respect maintained to communicate.
  
  As stated before, your policy has been canceled and we waived the $75 processing fee and $250 cancelation fee.

  Customer Answer

  Date: 06/05/2025

  
  Complaint: 23393432
  
  I am rejecting this response because:
  
  I am offended and appalled at the lies you spewed - your employees were rude, discriminatory towards me, and outright abused me. You clearly did not review the calls or you would have heard the promises that ****** ****** and ***** ****** made to me about coverage that you now refuse to cover. Both of them lied and you actually need to pull the calls and listen to them.

  I was professional the entire time and was screamed at by **** ****** over and over who refused to help me and refused to acknowledge that you guys lied. He bullied me, abused me, harassed me, I could go on and on. If I worked with him, I would be filing a complaint because of the way he treated me. You dont treat women the way he treated me! 

  What you claim are 100% total and complete lies. You completely discriminated against me because I am a woman and treated me horribly, lying to me and taking advantage of me.

  I expect a complete refund of any ***** I have out into this fraudulent company.  I have seen you do this with other people on line due to reviews and I am sicken that you take advantage of people who are reaching out to buy your product. 

  You are nothing but lies, fraud, and bully customers.

  This is not ok. I expect a settlement due to the way I was treated and the lies that you have filled this complaint with. 

  Regards,
  
  ****** ***

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service 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 just contract an extended warranty with American dream auto protect and the vendor sell me a warranty with 30 days waiting period and 60 days cancellation policy.
  Florida has consumer-friendly regulations that affect extended car warranty refunds. Specifically, Florida
  Statute 634.121 allows purchasers to cancel any service agreement (extended warranty) within 60 days of purchase and receive a full refund, less any claims paid.
  When I tried to cancel the warranty before the 60 days cancel period they refuse to cancel and try to charge me $149 extra on my account. This company it’s totally fraudulent and it’s very difficult to contact them. The reason of my cancellation was them have a very bad reputation denying claims.

  Business Response

  Date: 05/09/2025

  
  *************
  
  There seems to be a misunderstanding of the policy and the Florida statute.
  
  634.121 has nothing to do with car warranties, that pertains to when you purchase a car. 
  
  Our policy clearly states, if you cancel the policy after the 30 days, there is no full refund and that there are fees. 

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Once again, you're evading the responsibility of your sellers and the way they sell their policies. I never received any written policy or contract, and the seller sold me a policy with a 30-day waiting period and a 60-day cancellation period. The way you operate as a company is deceptive and fraudulent. All communication with your seller was via text message.
  
  
  
  Your response it’s inaceptable. 
  
  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 05/21/2025

  *** **********
  
  
  The policy was emailed to you the day you signed up on 3/10/2025 and you last opened that email on 5/5/2025.
  
  All necessary information is and was available to you to view in reference to the policy and cancelation.

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As a customer, I demand that you send all the evidence and also the actual contract that exists because no warranty agreement was signed and I have no record of one (Verbal) . Your fraudulent company is not going to steal my money, and I have already contacted my bank because you tried to charge me another $114 this month for a warranty already canceled. This is the last email for this case. Now my complaint it’s tru my bank and you are not authorized to charge anything else on my account. 
  Please send all the info. 

  Thank for all your excuses. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/02/2025

  Type:Product 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.

  They were supposed to refund me $2,670 instead they refunded $1,792 to my bank account and $878 to my girlfriend's account, she is not even on the policy. They credited her back to a her credit card which she does not have access to as she closed that account. I contacted them to reverse the credit on my gf's credit card so that they can give me the money they owe me and they said there was no way they can do that. They were not willing to work with me at all, they were very rude and pretty much said once it's done. My gf contacted her credit card company and she was told that the merchant which is American Dream Auto has to reverse the credit and American Dream states they cannot. I am now out $878 that is due to me and they will not do anything about it. How is that fair? My gf should not have to pay out of her pocket for an error American Dream made. I want them to reverse the credit they gave my gf and credit my bank account. My gf closed her card she no longer has access to that account and so now there is no way I can get my $878. Please help me.

  Business Response

  Date: 05/05/2025

  Mr. ********************* you signed up for this policy there were two cards used and two names on the policy, **** & ******* ******** *****. 
  
  When ever a policy is canceled we can only seen the refund back to the credit card it was charged on. 
  
  Unfortunately the policy was canceled back on 6/18/2024, after 6 months of the policy being canceled we do not have access to the funds to reverse anything.

  Customer Answer

  Date: 05/05/2025

  
  Complaint: 23279488
  
  I am rejecting this response because:

  ******* ******** is not my wife.  We have been divorced over 30 years. Shes never made a payment on this.  My car is owned by my girlfriend ***** ****.  How dare you name ******* on this when she has nothing to do with it. 
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 05/06/2025

  Mr. ********,
  
  When the policy was set up, these are the names and credit cards that were provided.
  
  If you did not want these names or these credit cards used, they should not have been provided. 
  
  This response has no merit in this situation and unfortunately there is nothing further we can do to assist you. 

  Customer Answer

  Date: 05/06/2025

  
  Complaint: 23279488
  
  I am rejecting this response because:

  Again I have been divorced from ******* for over 30 years.  Her name is not on any of my accounts or credit cards. You auto deducted payments from MY business account which ******* is not on.  And furthermore you deducted payments from my girlfriends credit card. Her name is ***** **** and my car is under her name. Not sure where you are getting Theresas name from.  You guys are completely useless! Worst company I have ever dealt with. You will be hearing from my attorney soon. 
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 05/09/2025

  Mr.********,
  
  Unfortunately there is nothing further we can do to assist you here.
  
  The policy was canceled on 6/17/2024, almost a year ago.  
  
  Again, the names and credit card information on the account was provided.
  
  There is no other way we would be able to get any customer names and credit card information. 

   

• Initial Complaint

  Date:04/25/2025

  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.

  Purchased a warranty with American Dream and recently brought my 2017 ***** XC90 to the dealership for an oil change and to run a diagnostic test. The test revealed an issue with the control box module. The warranty company denied the claim saying that the control box module falls under emissions system. The mechanic at the dealership are stating that this part isnt part of the emissions system. Furthermore, their contract doesnt specify anything about cooling/heating systems. The warranty company is using bullying tactics to scare me away and not cover an expense that should be covered. I paid $5000 for the warranty and Id like for them to take responsibility and accept the claim.

  Business Response

  Date: 04/25/2025

  
  Mrs. *********,
  
  
  There seems to be a miss understanding of what the policy covers and does not cover. 
  
  We do not cover the climate control box, a email was sent explaining that on 4/24/205. 
  
  
  "Dear Argton *********,
  
  Thank you for being a valued customer with ****************************************
  *********************, We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the listed part not being covered under
  your *************** Program (the Program). Specifically, the Climate Control Box, the
  part in question, appears on the list of disallowed parts set forth in Section A, found on page 4 of
  the Program.
  For your reference, we have attached a copy of your Program which clearly outlines all of the
  parts disallowed. If you feel that this determination was made in error, if you have any questions
  regarding your coverage, or in any way need further assistance please respond back to this email. 
  
  While this news may be disheartening, American Dream values you as a loyal customer and we
  appreciate your anticipated understanding of this coverage determination.
  Thank you.
  
  Sincerely,
  Administration Dept. 
  American Dream Auto Protect
  ****************"
  
  
  The evaporator system is the other part that we do not cover which is a part of the emissions system. 
  
  You also had a issue with the battery and we do not cover batteries. 
  
  We are not using any kind of bullying tactics to scare you away. Unfortunately the issue you are having with your vehicle is just not covered per the policy.
  
  As a good will gesture and to help a valued customer, we are willing to offer $1000 good will to assist on the cost of the repair.
  
  Please let us know how you would like to proceed. 

• Initial Complaint

  Date:04/04/2025

  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.

  I purchased an extended warranty from American Dream Auto Protect. I called them on Thursday March 20 because my backup camera and the Infotainment screen was not working. The rep I spoke with specifically said that both were covered and she would get the claim process started.. I made the appointment with Tesla for the following Monday March 24. I called them again when I was on the way to the New Orleans Tesla service shop. nlI was told the claim wasn't submit, but she will s7bmit it and get back to me. After I made it to the shop I received an email stating the Infotainment screen was not covered, but the camera was covered. The screen was over $2000 and the backup camera was $500. I called American and told them the person I spoke on th 20th said. They still sa8d only the camera was covered. I ended up paying $2600 out of pocket. I called American Dream back after the repair. I was told they would repay me for camera and they will put the money back to my Daebit card that I use to pay the premium., It would take three days for me to receive the refund. I called them on the following Thursday and was told the check was mailed to me. I called them back that Friday and spoke to someone else. They said a check was not mailed yet. I git three different answers about the funds. I told the guy to close my account He told me if I closed the account I would not be reimbursed. I told them there company was bogus and to cancel my account immediately. Also they said the navigation center was covered. I told them that's the same as the Infotainment center because you need the screen to use navigation. The still said it was not covered.

  Business Response

  Date: 04/07/2025

  *** ********
  
  
  Unfortunatley we can not control odometer tampering.
  
  As a good will gesture and to close out, we will send the disputed amount requested which you will receive to the credit card on file within the next 3 to 5 business days.

• Initial Complaint

  Date:04/03/2025

  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.

  I took out this policy for extended warranty on my car on a monthly plan of 200 per month. with a 250 deposit . I had a one month waiting period. I took my car in for repair as an issue popped up and they denied the claim and when i called they said my car fax report shows "possible odometer tampering" well this is bogus but ill take that up with carfax. They told me that would make my policy void and they don't give refunds on monthly policies. my positition is the car fax report is a routine thing they run on all new clients it should have been run when or before the policy was written as i should have never been able to write a policy with that on there. This is obviously a process they use to make money and its dishonest . I never would have been able to use my policy and never have so i want a full refund.

  Business Response

  Date: 04/07/2025

  *** ********
  
  
  Unfortunatley we can not control odometer tampering.
  
  As a good will gesture and to close out, we will send the disputed amount requested which you will receive to the credit card on file within the next 3 to 5 business days in the amount of $650.