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:11/13/2024

  Type:Product 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 vehicle and also purchased ***. Regarding the car loan for my Malibu, which was totaled several months ago. I have had the payouts and proper forms signed and submitted in the timely manner I was given. I have been charged 2 months extra of car payments since GAP has not paid or will give me an answer. I spoke to Progressive they said since their side has been paid and I am still being charged, I will receive a refund and it appears that is not the case on iA Warranty Group. I purchased GAP to cover the remaining balance in case of an accident and now they are holding up their part. It has been quite a frustrating experience especially since I am still getting charged 2 months after the accident and claim, with all the information given. Its been almost $1k in extra payments that wouldve been prevented.

  

  Business Response

  Date: 11/22/2024

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

  Customer Answer

  Date: 11/25/2024

  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 will contact the lien holder about the refund. Thank you!

  
  Regards,
  
  **** *****

• Initial Complaint

  Date:11/05/2024

  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.

  We were in an auto accident. Our insurance paid for the total loss of our vehicle, and GAP was to pay the remaining balance to our bank, Schools ******************. American Warranty Group keeps giving us the runaround. All the documents we submit per their request are never enough. They keep sending us final notices to respond when we are the ones contacting them on a daily basis. We even had our bank speak to one of their representatives to get a clarification of the documents needed, the bank provided us with it, we sent it and they again said it was not enough. This is a very unprofessional company.

  

  Business Response

  Date: 11/15/2024

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

  Customer Answer

  Date: 11/20/2024

  Complaint: 22513405
  
  I am rejecting this response because:
  I did respond to all the document requests and even had the bank talk to them directly with a return response of not good enough. The company finally paid and indicated they are not responsible for missed payments. Payments were missed because of them. The long delay to pay the bank from the *** insurance company resulted in missed payments. 
  Regards,
  
  **** ******

• Initial Complaint

  Date:11/04/2024

  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.

  Have done multiple tire claims with this warranty company due to the cheap tires thay were on my trailer when I purchased it. Every single claim has had an issue with the invoice needing this or that, for example a blow damaged 2 tires, they denied the claim because the invoice didn't separate the tire charges as 2 charges, even though there were the same tires. I do alot of driving and it's a hassle having to call up tire shops to get then to update the invoice and resend it. They've also denied my claim, stating Information was missing from the invoice when it wasn't. Currently waiting on 1 claim to be paid out, they told me 7-10 business days for a check to come in the mail, the check didn't show, so called and then they said 15 days, nothing still, call to get the check reissued and there saying they can't put a stop payment on a check until after 45 days. A check should be able to be canceled and reissued at anytime, they just come up with excuse after excuse to get out of paying for a claim. If they didn't want to pay so many claims, why put 10 ply tires on a trailer that's meant to haul up to ***** pounds.

  

  Business Response

  Date: 11/14/2024

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

  Customer Answer

  Date: 11/15/2024

  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:10/01/2024

  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 GAP insurance through American Warranty Group for my 2020 Tesla Model 3 in March of 2023. Was in an accident in July 2004 where my auto insurance (USAA) deemed my car to be a total loss. Since July, *** has been giving me the run-around with the unobtainable paperwork they say they need to complete them claim. I have given them all the paperwork, that I have in my power to provide, that they have requested. each time I send them paperwork, they send a laundry list of additional paperwork they need. I spoke to someone assigned to my claim at *** and she helped me call the companies that we needed the additional paper work from: Bank (****), Insurance (USAA), and the ***************** ***** Even after these companies provided the requested paperwork to ***, they still sent me another notice that they needed more information. This is going into the third month now. **** has already paid **** the payoff and all we're waiting on is AWG to cover the rest, as they are contractually obligated to.

  

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22364576, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Stephen Baker

• Initial Complaint

  Date:09/27/2024

  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 used truck qi5h a service contract. Mow I need service. They denied the claim. Saying it was failure do to hardware. But in order ***** the job the hardware has ***** replaced. They won't even do the work minus the hardware. Never again will I use this company. Thought I was doing myself a service by buying it. Wrong again.

  

  Business Response

  Date: 10/09/2024

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

  Customer Answer

  Date: 10/10/2024

  Complaint: 22349937
  
  I am rejecting this response because:  from my communication with the rep.  They will find every way possible to avoid paying out.  If a covered component fails due to what they deem a non covered component no coverage is available.  I tried to work with them on paying a portion I'd pay parts they cover labor.  Would not work with me. They won't even pay for all needed parts to replace a covered component.   Example exhuast manifold and gasket replace would require new bolts.  When I asked tons peak to supervisor I was put on hold several minutes.   Then the same person comes back on posing as supervisor. Like I'm stupid. 
  
  Regards,
  
  ****** Good

  

  Business Response

  Date: 10/15/2024

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

  Customer Answer

  Date: 10/16/2024

  Complaint: 22349937
  
  I am rejecting this response because:
  
  Regards,
  
  ****** Good

• Initial Complaint

  Date:09/26/2024

  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 bought insurance from the current IA American company through ****** ******** dealership. I had a crack in the windshield in the deriver side. I called the IA American and they gave me the option to go to a ******** dealership, so I went to ********* ******** dealership and the company refused the outcome from the dealership. Then they asked me to go to a company from their choice called safelight and I agreed. Then the other company said that we don't have the windshield, and it will take a while to order. The crack at the deriver side and it is annoying, so I canned again IA American and I asked them if I can go back to the dealership and they agreed. Then, when the dealership called them, they said we need another inspection for the car while I was there two days ago, and they did the inspection. I called IA American and they want to obligate me to go to safelight, because they have a deal with them to keep procrastinating clients until they gave up.

  

  Business Response

  Date: 10/07/2024

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

  Customer Answer

  Date: 10/07/2024

  Complaint: 22339503
  
  I am rejecting this response because:

  the business is lying because I agreed about ******** and they called me from ******** and they said it is unrepairable crack and they said we dont have it in inventory and we cant promise any soon to fix. Thats why I called them again to fix the crack somewhere they are ready to fix and they agreed for me to replace it at the dealership and when the dealership called them to get authorization they said no we need to investigate the crack again and we cant give authorization. 
  

  the business has never tried to contact the dealership and they dont want to fix the crack.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 10/16/2024

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

• Initial Complaint

  Date:09/13/2024

  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.

  In December of 2023 I purchased a 2024 *** M3 from Momentum *** in ******* *****. With that purchase I also purchased a Complete Theft Warranty issued by iA American Warranty Group and it's affiliates. In May of 2024 this vehicle was stolen. I filed claims with my primary insurance (**********), the *************************'s office and this policy. State Farm and the ***** investigated and determined that the vehicle was stolen. State Farm paid the claim less the $7,500 that was covered by the Complete Theft Warranty. The iA American Warranty Group denied the claim on September 6, 2024.I seek to have this claim paid per the contract that I purchased

  

  Business Response

  Date: 09/15/2024

  Thank you for bringing this issue to our attention. We can confirm that we reached out to the consumer directly and are currently in the process of resolving the matter. ************ can contact our Claims Department directly at ************** with question regarding the status.

• Initial Complaint

  Date:09/10/2024

  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 bought my new ****** corolla on 02/15/2024 and i got it from ****** Atlanta they offered me a extended warranty of Premier Protection under iA American Warranty Group and i got platinum plan which i have to pay 2,200$ in installments they said that if i had a windshield crack in future then they gonna replace it for free of cost. And now when i had a windshield crack due to road hazard and i contacted them for the claim they are just ignoring my claim and for no reason they denied my application. For what reason i am paying them if they cannot fix it. My claim number is ******* And my address is ************************************************

  

  Business Response

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/09/2024

  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 will be submitting a written formal complaint to the **********, which will responded to in 20 days. Upon a Superior Court favorable ruling, this "insurer" WILL be liable for three times the original amount owed as agreed upon contractually. Date of total Loss: 06/19/2024 Date ALL AND BEYOND requested documentation submitted 08/07/2024 Time of response or payment to lien holder per written communication with insurer: 20 days Days since document and claim submission: 36 days Payments by me due to lien holder: $654 a month Washington State Legislature: RCW 48.22.060 Debt and financing coverage. (GAP)Every insurer that writes for loss or damage to "private passenger automobiles" as those terms are defined in RCW 48.18.297 and 46.04.305, shall provide, upon the insured's request, coverage that will pay, in the event of total loss, an amount, in excess of the actual cash value of the vehicle, sufficient to satisfy any outstanding indebtedness secured by and incurred in conjunction with the financing of the purchase of a new private passenger automobile.This GAP "insurer" requires unnecessary documentation after a loss such as the original window sticker from the first sale, even if the vehicle was purchased used. This leads me to believe that they prefer to create roadblocks in the hopes less educated/motivated consumers will simply fail. They make it known that if ONE of the 20+ documents requested are not up to their standard, they can delay GAP coverage 20 days for every missing item. I submitted EVERYTHING. With a background in law, I am aware of insurer's tactics & took many preventative measures. Yet, this company has failed to perform as outlined in their contractual obligation. Calls ending in dial tones, un-answered emails, non payment, etc.

  

  Business Response

  Date: 09/20/2024

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

• Initial Complaint

  Date:08/22/2024

  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 this vehicle 12/21/2019 with a 6 year environmental exterior/ interior vehicle protection package. Some time arount the end of October ************************************************************************ the drivers seat. I contacted the company in my enviromental vehicle protection contract. I informed them about the tear the next day provided pictures and measured the tear to make sure it was within the 1" threshold. I also provided pictures showing the stains through normal use after owning the vehicle for almost 5 years. iA American Warranty Group instructed me to take the vehicle to get a quote from a upholstery vehicle repair shop. I have attached that quote and they confirmed at the time of the quote the rip was still less than 1". After I gave ***** the quote they told me they would not cover the rip but would pay for the leather seats to be cleaned. They claimed the tear was more than 1". After insisting that is was less than 1" despite showing evidence with the quote from Car Spa Dealler Services (the company that did the quote for the repairs) they still would not honor the warranty contract. We emailed back and forth a month or so about this issue unitl I finally decieded to call. I asked to speak to a manager at the company. While speaking to the manager at the company and arguing whether or not the tear was less than 1" the manager got angry and decided right then and there to cancel the entire repair for the vehicle's upholstery even though they had already approved the cleaning off all the upholstery. I asked so to confirm "you are now rejecting my entire claim because I am arguing with you about this tear" and the manager said "yes".

  

  Business Response

  Date: 09/13/2024

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

  Customer Answer

  Date: 10/07/2024

  Complaint: 22179513
  
  I am rejecting this response because: iAWLP has made a few false statements. First, the contract was not "at no cost", I paid $349.00 for this warranty. Secondly, ***** has stated that it is "not normal use". We have asked them multiple times to define what "normal use" means and they have never been able to describe what that means and they still refuse to define it. I am a active duty member of the military for almost 19 years and I have used this vehicle for the past 4+ years for just commuting to work. I have spoken to multiple experts that work on leather and upholstery and everyone unanimously says this look like normal use of 4+ years on white leather. White leather is obviously going to show dirt and oil more pronounced. The upholstery shop has even agreed to write a statement saying that this appears to be "normal use". In addition I have taken required steps to maintain the vehicle for the entire duration I have owned the vehicle. I have the vehicle fully detailed every year to include full cleaning inside and outside of the vehicle. I also do smaller cleanings of the vehicle every other month. have receipts for all these cleaning going back the past 5 years. Thirdly, ***** stated that their warranty only for cleaning and re-dying. I went back through the warranty and they conveniently left out a single word that was in the warrant by not in this response "repair". In their warranty they state they will "clean or repaired, at our option, and the Super Polysteel Treatment  will the restore the appearance of the interior.". I spoken an attorney who deals with insurance and warranties around the auto industry. The attorney stated that in every instance when a warranty states they will "repair" and cannot repair they will then "replace". You can see why they would conveniently leave out the word "repair". Finally, I started the claim when I noticed there was small tear that was just made. I took a picture of the tear and measured it and was less than 1". I was deployed for the military a few weeks later. ***** asked for us to take it to a repair shop and get a quote for the repair. I had my partner take the vehicle to a repair shop and they did the initial estimate on it and agreed the tear was than 1". Unfortunately, do the fact iAWLP continues to drag this claim out, and argue over whether or not the seats were "normal use" or claiming the tear in the picture was slightly over 1" and not under 1" from looking at a picture with no definitive frame under reference, we are coming up on 1 year since I submitted this claim with repair in sight. To make matters worse because of iAWLP's actions in refusing to make the repairs on this claim. That 1" tear has now grown to almost 3" because I still use the vehicle every day and I have to sit on that tear. ***** has continually drawn out this claim and continues to be dishonest regarding their terms of their warranty so they don't have to honor it. I want a guaranteed promise in writing that they will "clean or repair to restore the appearance of the interior". If they cant repair the upholstery they then need to replace it. I complied with every aspect of their warranty. I reported the claim the day the tear happened and i have continuously maintained the vehicle. It is now their turn to comply with their end of the warranty.

  I have attached the polysteel contract with portion stating they will clean or repair to restore the appearance highlighted.

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

  

  Business Response

  Date: 10/25/2024

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

  

  Business Response

  Date: 10/25/2024

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

  Customer Answer

  Date: 12/05/2024

  Complaint: 22179513
  
  I am rejecting this response because: I have done everything that has been required to maintain this contract. I reported the tear immediately and I have been professionally cleaning the vehicle every year and I have receipts. I also have a upholstery repair professional who is willing to write a statement stating that looks like be normal usage on white leather seats. In the spirit of compromise and concluding this matter. I will accept 75% of the quote from the upholstery place.
  
  Regards,
  
  ****** *******