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:06/27/2025

  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.

  On June 25, 2025 a covered paintless dent repair was made to my 2023 **** A5. When the auto body shop submitted their bill for $220 it was denied because the work was not authorized before it was performed. I had contacted IA American Warranty before the work was done to describe the dents to be repaired and offered to send pictures even before I found a body shop to do the work. They told me that pictures were not needed. When I called them about the need to pay the body shop they said there was nothing they could do and no payment would be made. So, in addition to having paid (ripped off) for paintless dent repair insurance I will pay the auto body shop myself.

  

  Business Response

  Date: 07/08/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 07/08/2025

  Complaint: 23517147
  
  I am rejecting this response because: 

  In order to avoid a situation like the one described by iA American Warranty Group where the technician might or might not follow instructions to contact the insurance company before proceeding, I offered to send photographs of the damage and provide any other information they might need to process the claim.  They declined.  It is easy to see how a body shop technician, who speaks english as second language, can miss a step. And, it's also well known that body shops don't allow customers in the work areas where repairs are made.  There is no interaction with the customer before or during the repair process.  It appears the iA American Warranty counted on body shop chaos in order to deny the claim.

  The contract has 8 pages.  I received only page 1 when I bought the car.  I received a claim number (*******) when I called to report the damage. 

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  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 tire protection through dealership at the time of purchasing vehicle. Tried to make a claim that occurred on 6/3/2025 because of a damaged tire. While speaking to the service rep ****** who asked me if I knew what happened to the tire and my reply was no because there are many pot holes, debris and other things in the roads where I am. I am in ******* on a contract in a rural town (reservation) that has the worst roads (worse than Michigan) but the service **** told me because I do not know how it happened or if I hit anything I could not file a claim. I pay for a service and even the dealership could not believe I cannot file a claim. I even suggested I can send pictures of the road, streets and pot holes that I drive to and from work every day but she said "since you don't know we can't help you". So the company that I pay money to would not let me file claim because I did not know what exactly punctured my tire is complete B.S.

  

  Business Response

  Date: 06/13/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  Date:05/27/2025

  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.

  In November 2024, I contacted IA American Warranty Group about an engine issue with my vehicle, which is covered by a lifetime warranty on both the engine and transmission. After following all instructions provided by IA American, including:Submitting complete maintenance records,Having the engine disassembled for inspection, and Complying with all documentation requests,the warranty claim was ultimately approved in mid-April 2025.Despite approval The mechanic only received $6,583.46 toward a $7,267.53 ***air.I was denied rental reimbursement, despite being in a rental vehicle since April 3, 2025, due solely to the delays in IA Americans claim processing.I have incurred over $1,500 in rental fees due to their mishandling.Representatives ***eatedly asked for the same documentation, claimed not to have invoices that were sent multiple times, and refused escalation ************ supervisor even stated he begs to differ with my claims, while admitting he had not reviewed the case file or ************* make matters worse, I had to personally call the dealership where I purchased the vehicle and warranty to help them clarify details that IA American already had. A dealership *** confirmed my lifetime warranty was valid and should have covered the ***air in full.Desired Resolution:I am requesting the following:1.Full reimbursement of my rental vehicle expenses, currently totaling over $1,500.2.Immediate payment of the $684.07 balance due to the mechanic so I can retrieve my ***aired vehicle.3.A formal apology and explanation for the ***eated delays, poor communication, and dismissive treatment.4.Internal review of how this claim was handled to prevent recurrence.This claim has caused severe stress and financial strain. Ive complied with every requirement and have evidenceincluding documents, emails, and a call recording from one of their own ***resentativesconfirming this was mishandled.

  

  Business Response

  Date: 05/27/2025

  Thanks for reaching out us. We would be happy to review your claim. In order to locate your account, we will need some additional information. Please provide a contract number and/or a VIN number (last 10 digits). You can also attach a picture of the contract or any related documents to your response.

  Consumer Support Team

  Customer Answer

  Date: 06/01/2025

  Complaint: 23381348
  
  I am rejecting this response because: 
  
  
  
  
  To Whom It May Concern,
  
  
  I am writing to express my continued concern and dissatisfaction with how my warranty claim has been handled. Despite my efforts to provide all necessary information, I do not feel that my complaint has been taken seriously.
  
  
  I have submitted the last eight digits of my VIN, which should enable your team to locate and review all call recordings and documents related to my warranty claim. As your company clearly states that all calls are recorded for quality assurance, I expect that you will reference these recordings as part of a thorough investigation. I also have my personal phone records, which confirm the frequency and duration of my calls to your representatives.
  
  
  It is unacceptable that I have not received a proper resolution after repeated attempts to follow up. I am requesting that this matter be addressed promptly and that my concerns are taken seriously moving forward.
  
  
  Thank you for your immediate attention to this matter.
  
  
  Sincerely,
  Eureka ********
  ******************************************
  
  

  

  Business Response

  Date: 06/02/2025

  The VIN number does not appear in the text of your original complaint. The document attached to your complaint is an Enterprise Rental invoice, which contains VIN numbers for their vehicles. Nonetheless,we conducted a search of our system using those VIN numbers, and they do not appear in our records.

  Again, we are respectfully requesting additional identifying information (VIN or contract number) to assist us in locating your contract/claim in the system, as doing so would allow us to properly respond.

  Our request for additional information is not intended to delay the response, but rather to ensure that we can accurately locate your contract/ claim in our system and provide an informed reply. When a consumer files a complaint with the Better Business Bureau (BBB), the respondent is granted 10 days to submit a response. Any questions regarding this process should be directed to the BBB.

  Customer Answer

  Date: 06/02/2025

  
  
  
  
  Subject: Response to Request for VIN Complaint #********
  Dear iA American Warranty Group,
  As requested in your response through the Better Business Bureau, I am providing the last 8 digits of my Vehicle Identification Number (VIN) to assist in locating my account and reviewing my claim:
  KS042007
  This information is submitted solely for internal use and should not be published or shared outside of this complaint resolution process.
  I expect prompt and thorough handling of my claim, as this matter has already caused significant inconvenience and delay.
  Please confirm once my account has been located and inform me of the next steps.
  
  
  
  
  
  

  

  Business Response

  Date: 06/12/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 06/13/2025

  
  
  To Whom It May Concern,
  
  
  I am writing this rebuttal in response to the June 2025 communication from **************************** (administrators for the ******************************************** Warranty), which was issued in response to my complaint filed with the Better Business Bureau.
  
  
  
  
  1. Delayed Payment to ******************************** Harm
  
  
  
  
  While the company now acknowledges they failed to initially approve the full repair amountincluding the $491.28 in taxesthis omission created significant consequences for me as the contract holder. Because the full payment was not made promptly, the repair shop (F&S ************* could not release my vehicle after repairs were completed. As a result, I was forced to continue using a rental vehicle even after the job was finished, simply because I did not have the funds to cover the unpaid portion out-of-pocket.
  
  
  This delay was directly caused by the warranty administrators failure to approve and issue the full and correct payment to the repair facility. Had the taxes been included in the original claim approval, I would have been able to retrieve my vehicle in a timely manner and avoid unnecessary rental expenses.
  
  
  
  
  2. Rental Car Costs Should Be Reconsidered Due to Mishandling
  
  
  
  
  While the warranty contract may not explicitly include rental reimbursement, I am requesting consideration for partial or full reimbursement of rental expenses caused by the companys actions. The rental extension was not due to normal repair delays, but rather to the administrators negligence in approving the full claim. I had to work and save up the money just to pay the difference and get my vehicle back, while still needing transportation to work during that time.
  
  
  Therefore, this is not a contractual issueit is a matter of avoidable financial harm caused by mishandling of my warranty claim. Their own acknowledgment that the payment was incomplete validates that this burden should not fall on me.
  
  
  
  
  3. Mischaracterization of Timeline and Responsibility
  
  
  
  
  The companys claim that I delayed the process by removing the vehicle and driving it for several months ignores the full context. I removed the vehicle out of necessity, not to delay or evade the repair process. It is also misleading to suggest that all communication delays were due to the repair facility. I made repeated efforts to obtain updates and move the process forward, but encountered unclear, delayed, or inconsistent communication from Dealers Alliance.
  
  
  
  
  
  
  
  
  Conclusion and Request
  
  
  
  
  Given these facts, I respectfully request that Dealers Alliance:
  
  
  Issue reimbursement for the rental car expenses incurred due to their failure to provide full, timely claim payment.
  Accept responsibility for the resulting hardship and delays caused by their own administrative oversight.
  
  
  
  
  I also ask the BBB, NC Attorney General, and ************* of Insurance to continue reviewing this complaint with these facts in mind.
  
  
  Sincerely,
  Eureka ********
  Email: ******************************************
  
  
  

• Initial Complaint

  Date:05/21/2025

  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 suv was totaled when I was struck by what was then believed to be an uninsured drive on 2/2/25. The other driver was ticketed. I was not at fault. My auto insurance carrier, National General, paid Heartland the amount that the suv was worth on 3/13/25. On 3/13/25 iA American Warranty was to begin the *** (Guaranteed Asset Protection) process. I was told from ********* that it could take ***** business days for iA warranty to even look at my claim. 2 weeks into the process Heartland did contact iA and found that they needed additional information from me. This began a process that every week/ every other week, iA American Warranty, requested information from me. At times, requesting the same information that I had already sent the. ** said that they were "missing pages" but I had scanned and sent all documents through email. Their was a discrepancy on the amount my insurance carrier had listed on the settlement letter, $9, 889.00 and $9,939.00 (which has been shown by Green ******* to be sales tax) and then another discrepancy on the evaluation report, $10, 331.00 and $10,439.00. My carrier answered this, stating additional monies were due to the excellent condition of my SUV, they gave money in excess of blue book value. As of 5/9/25, I was told that iA American Warranty now has all the information that need. Only to be told once more that it will take another ***** business days or until June 13, 2025(90 days) to receive an answer on my warranty claim. ********* has not helped since earlier in process. I have made multiple calls to the dealership, *** and credit union. I was told earlier on that I had to make my loan monthly $420.21 until the *** insurance made decision on claim. I have now made 3 payments, and the 4th is due on 5/24. I have no vehicle. I am a single mom that is struggling every month because of the unnecessary delay of iA American Warranty and Heartland.

  

  Business Response

  Date: 05/30/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  Date:05/14/2025

  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.

  HELLO, on the date 12/06/2024 our 2018 dodge Durango was totaled by our insurance company (Farmers) promptly paid of the claim with the actual cash value, the dealer we purchased from credited the several protection packages back to the finance company to bring the total paid before the gap insurance should have picked up the remaining balance of $7,930.10. which was left as the loan balance. my gap policy was paid in full because i received a refund of the remaining policy coverage, for which the term was for 84 months.

  

  Business Response

  Date: 05/20/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  Date:04/23/2025

  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.

  Ia warranty approved a tire warranty claim and based on that i layed out money based on their word that they would reimburse me. Now they arent paying me bc my dealer went best and didnt pay them in time the money i paid my dealer. The dealers agent has now paid ia nonetheless from their own pocket. Notwathstanding that issue i layed out money based on ias word and they should keep their word and pay me.

  

  Business Response

  Date: 05/05/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 05/16/2025

  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 being that upon complaint they reviewed their actions and reimbursed me.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:04/23/2025

  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.

  A 2024 ****** Sentra was totaled by my insurance company in February. I promptly notified *****. They have made zero effort in retrieving or requesting any information from anyone for this claim. They have requested document after document, its always one more question with one more document. Even today, they are requesting a Cause of Loss letter, even though they already have a document, that I sent them that clearly states Cause of Loss:Collision. I just got off the phone with the adjuster telling me there is no such thing. They already have all information they need, and has made zero effort to get it. I literally called them to find out to call the dealership to call them to email or fax them. According to my insurance adjuster, these companies usually request it, much less make me the middleman in all of it. And they will not answer questions. Its like they have this little secret theyre withholding just to drag it out and never pay up.

  

  Business Response

  Date: 05/02/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 05/05/2025

  Complaint: 23231628
  
  I am rejecting this response because:
  As they stated, they were in contact with me. Only be a I keep calling the. My lat two calls have literally been me calling them, treating me like their secretary and telling me to tell the dealer to call them. Why cant they just call the dealership? They act like this is the first time theyve ever done it. Nothing happens unless I call them. They will not do anything autonomously. They literally wait for everyone else to do everything for them. Absolutely ridiculous. 

  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/15/2025

  Type:Order 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.

  The transaction took place on 3/14/25 at **************************. The Finance Manager (**** ****) at the time who mentioned just starting the position was the one responsible for misrepresentation. Before even going in to speak with the Finance Manager I was told by the Salesman I would have an APY of 6.94% with a total of 66 monthly payments. Into the discussion with the Finance Manager she specifically said by adding this vehicle service contract my monthly payment would only go up $12. I signed the document on false pretenses, at no point in time did she she mention my actual monthly payment before adding the service contract. The actual monthly payment calculated at 6.94% with 66 monthly payments is $491. It wasn't a $12 difference, it's a $73.70 difference. I'm canceling both contracts, the vehicle service contract and maintenance service contract which amount to $5,690. I've already went to ************************** and signed the form to cancel and refund on 4/14/25 and requested that I be CC'd on the email to confirm the process is being started because I want to get my full refund and not have the process prolonged. There was no email confirmation from the dealership so I submitted a cancelation as well on the website of "iA American Warranty Group ***** (turns out they hide behind a dba "First Automotive"). Again, I'm getting no response from them either and they just seem interested in delaying the process in order to keep more of your money since the contracts are retroactive.

  

  Business Response

  Date: 04/25/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  Date:03/27/2025

  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 two aftermarket vehicle policies: Multi-Shield and *************** Hazard Tire from IAS Warranty *** via *****************************, ********. After two denied claims, I emailed IAS Warranty at *********************** requesting cancelation of both policies as stated in policy, policy could be canceled at any time. The request was made May, 2024. As of today, 3/17/2025, I have not received my refund. I have been told the refund will take ***** weeks. Bottom line, I have not received my refund.

  

  Business Response

  Date: 04/04/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  Date:02/21/2025

  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.

  Purcchased an extended warranty for 1900, took my car to the shop to be fixed it needs a motor they do not want to pay for what the shop is recommending which puts a motor in my car with no warranty. What the shop recommends comes with a 3yr 100K mile warranty and what they are wanting to put in comes with none. The shop is not willing to guarantee it or stand behind it because they know nothing about it which I totally understand. I am supposedly getting a reman motor however it comes with no warranty or guarantee. Also the customer service on the phone was terrible, the supervisor attempted to have the previous employee take my info and get me off the phone to which I refused and said I would wait.

  

  Business Response

  Date: 02/27/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 02/27/2025

  Complaint: 22966518
  
  I am rejecting this response because:

  I was notified by the supervisor I spoke to that they are replacing it with a reman motor however I am assuming that is not the case as they said that it comes with no warranty a reman motor no matter where it comes from comes with some sort of warranty.  I specifically asked if it was a used or reman and they said reman.  The shop I am using is licensed and wont stand behind this motor understandably so because they know nothing about the parts they are reviewing and the company is also unwilling to stand behind it. 

  
  Regards,
  
  ******** *********

   

   

  

  Business Response

  Date: 03/03/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 03/04/2025

  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.
  
  Regards,
  
  ******** *********