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:04/25/2024

  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.

  On 4/5/22 I purchased a 2012 **** F-150 from ******* ****** in ********, **, and they sold me vehicle service contract #CKD40425, which was good for 48mo or 75k miles. *********** contract was with iA American Warranty Group in ******, **. In January of 2023 the vehicle had a suspension breakdown that was determined by the repair facility to be dangerous to drive. I do not have a 2nd vehicle, can't afford a rental, and needed my vehicle repaired so I could get home, and report to work so not lose my job. I had read multiple complaints about iA delaying "pre-approval" for weeks and couldn't afford to wait for their approval, lose my job, income, and ultimately my home, so I had the facility proceed with the repair.In May of 2023 the brakes on my vehicle seized up. I had the vehicle towed to a repair facility, and again had to decide whether to have the repair completed so I could get home and report to work the next day, or wait weeks for iA's "pre-approval", causing me to be without a vehicle and lose my job. Again I chose to have the vehicle repaired the same day.Both times, the repairs were covered according to the contract. Upon reporting the repairs to iA, the rep stated that although they should have been pre-approved, they understood my need for transportation and had a process in place to submit claims that weren't pre-approved. They began the claims process and told me what documentation I needed to provide. Over the course of 12 months I spent countless hours obtaining documents, requesting specific info from repair facilities, fulfilling iA Groups requests, sending emails, calling iA dozens of times, hours on hold, etc.. I never rec'd an update unless I spent an hour waiting on hold. In Feb. of 2024 I was told my claims were denied because they weren't pre-approved. Not only did they lie from the beginning about processing claims that weren't pre-approved, but they intentionally and knowingly wasted hours of my time. This is a ******** want a refund!

  

  Business Response

  Date: 05/07/2024

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

  Customer Answer

  Date: 05/09/2024

  Complaint: 21619294
  
  I am rejecting this response because: As stated in my original complaint, being without my vehicle for even one day would have risked my employment and placed me in financial hardship. Multiple complaints lodged against ACA with the BBB indicated that they were notorious for delaying approval for several weeks or even months, which made it imperative that I prioritize my employment and have my vehicle repaired immediately while at the repair facilities, and to avoid risking injury by continuing to drive a vehicle that was unsafe. And, regardless of ACA's policy of requiring pre-approval, in my initial contact and all subsequent contacts with their customer service department, their representatives indicated that they considered these circumstances and "have a procedure in place to accept claims for repairs that were not pre-approved." Not only did they make that statement, but they also provided me with instructions for submitting such a claim and multiple requests for documentation and statements from the repair facilities. These communications and requests continued for over a year, with me spending a significant amount of time fulfilling each request, following up on their progress, and at times repeating their requests due to their incompetence, misplacing information that I had already provided, and rotation of the claims through the hands of multiple adjusters that needed me to resubmit documents that were not passed on from the previous adjuster. As noted in my original statement through the BBB, if ACA's policy was a rigid policy that only accepted claims that were pre-approved, with no exceptions, then they should have stated that on my initial contact and not indicated that they had a procedure to accept claims without pre-approval and then proceeded to mislead me and waste my valuable time for over a year.

  And, although ACA listed several parts on the repair orders that were not covered under the service agreement, they neglected to also indicate that there were many parts on the repair orders that WERE covered under the agreement, which totaled over $2000 for parts and labor when the non-covered parts were excluded. Some of the non-covered parts were necessary in order to properly replace the covered parts, and whether I chose to have other non-covered items repaired/replaced while the vehicle was at the repair facility is irrelevant.

  Again, the most egregious component of this claim is that ACA's representatives indicated that contrary to the written policy, they accept claims without pre-approval, which is evident in the multiple telephone and email contacts that went back and forth fulfilling their requests, and in their doing so they intentionally mislead me and wasted many hours of my valuable time. Lying to their customers, misleading their customers, and intentionally wasting a significant amount of their customers' time is unacceptable, and I should either receive a refund for the unhonored service agreement, or reimbursement for my time and effort.
  

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

• Initial Complaint

  Date:04/18/2024

  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 tires I gave them information. I sent them paperwork and I still haven't heard from them but they did turn me down and I think they're wrong. I had nails in my two back tires and they wouldn't let even acknowledge nothing. It was a waste of **** money

  

  Business Response

  Date: 04/29/2024

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

• Initial Complaint

  Date:04/10/2024

  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.

  Gap Insurance was purchased with vehicle Vehicle was totaled December 23, 2023 Gap Claim Filed January 11, 2024 All paperwork was submitted by customer Claim is yet to be resolved (4/10/24)Communication is atrocious

  

  Business Response

  Date: 04/10/2024

  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. Could you provide a *** Addendum number and/or a VIN number (last 8 digits). You can also attach a picture of the *** Addendum or any related documents to your response.
  

  Consumer Support Team

  Customer Answer

  Date: 04/11/2024

  Complaint: 21557083
  
  I am rejecting this response because:
  Claim #*******

  Contract:FGFML304306

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

  

  Business Response

  Date: 04/26/2024

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

• Initial Complaint

  Date:04/01/2024

  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.

  On February 4 I got in a car accident, my car was a total loss. After my insurance, travelers paid Citizens, my lienholder for the value of the car. My gap insurance that I purchased where I got the vehicle was suppose to cover the difference like any gap company should. They provide me with a list of the documents needed in order for them to process the claim. I have provided all the documents in the list. After completing all the documents, they asked for more that were not on the list to begin with after calling multiple times and talking to multiple people asking on the status of the claim they keep mentioning that document is needed after sending it multiple times to assure that the deliver of the document, I finally got a call in which they assure me that all documents were received. This call was on March 25 today March 29. I called to confirm if they need any other documentation the person told me that all document seems to be received and the claim was ready to move. A check can be caught and sent to the company two hours after I receive an email asking for a document that was never asked for before or that they have claimed multiple times that they had, as you can see the pictures they keep changing what is needed. One page saids something next time something else. At this point I can see that they are delaying the process on purpose to avoid payment.

  

  Business Response

  Date: 04/09/2024

  Response attached - we respectfully request communications with the consumer remain private and not posted publicly. Thank you.

• Initial Complaint

  Date:03/21/2024

  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.

  Purchased extended warranty from Dealer with Preferred Protection ( iA American warranty). Engine had a failure that should be covered by warranty but was denied by false claims from the warranty company. Two separate repair shops knew the warranty should cover the failed engine. Preferred has not put any decisions, comments, or any discussion in written format. They force the consumer to go through the horrible IVR and phone system to be put on hold, transferred, and never called back. This company should not be allowed to do business and due to their sales process and service most consumers will not be made aware of inferior service and deceptive tactics.

  

  Business Response

  Date: 04/04/2024

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

  Customer Answer

  Date: 04/05/2024

  Complaint: 21456829
  
  I am rejecting this response because:

  Two different repair shops felt the cause of the overheating and subsequent engine damage was caused by the faulty cooling fan.  The car was never driven while overheated and was towed for repairs.  I was also told by several repair specialist that the vehicle has safety systems in place to not let the vehicle be driven when overheating. 

  I and the shops have been battling with iA American Warranty Group AKA Preferred Protection, since November of 2023, we all stated the engine was likely warped and needed to be rebuilt or replaced.  IA American forced the dealership to do wasted work/expense tearing the engine down to still deny the claim.  

  IA Warranty acted in "Bad Faith" to do whatever possible to avoid helping me or the shops in getting this resolved.   There has been several phone calls with no results, emails sent to several addresses with no response,  and still awaiting a written response of reason for decline.  The first written response only came with this complaint to BBB.  This response is well over 30 days from when I was told by the ******************** the claim was denied.  I have not been compensated by iA American Warranty for any costs.  Several which are supposed to be covered per the agreement nor asked how to negotiate any closure (Towing Fees, Car Rental). 

  iA Warranty seems to be a scam on how to collect money for a contract they never plan to honor.  Between the run around on phone calls and on 3/15/24 after 4 transfers,15 minutes- they claimed they did no have my claim number nor my agreement!!!  

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

  

  Business Response

  Date: 04/29/2024

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

• Initial Complaint

  Date:03/19/2024

  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.

  On September 24, 2020, I purchased a 5 year Service Contract for New and Used Vehicles for my 2020 GMC Acadia (Contract # CTGDWKLLZ240707) from IAS Warranty (now known as IA American Warranty Group) for the price of $429.00 that covered several parts of my vehicle. Among the covered parts are the vehicles wheels, covered by a road hazard warranty. I recently filed a claim through my GMC dealer seeking a replacement for a wheel damaged by a road hazard and they refuse to cover the cost of the replacement wheel, stating that they "never cover the full cost of replacing a wheel". The contract that I signed and of which I have a copy clearly states the following: Tire and wheel: We will pay for COSTS to repair or if not repairable, to replace the original tires and wheels equipment of YOUR VEHICLR that fail due to contact with a ROAD HAZARD. It also states Coverage is limited to the manufacturers original equipment tires and wheels or comparable or like replacements as deemed necessary by OUR ADMINISTRATOR. In spite of the clearly worded contract, IAS Warranty is now asking that I pay over two hundred dollars to have the wheel replaced. This is obviously fraud, since they are not honoring the service contract I paid for.

  

  Business Response

  Date: 04/26/2024

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

• Initial Complaint

  Date:03/06/2024

  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 car Sept 20, 2020 and now I realized I also purchased a warranty for the tires. For the past 2 weeks the tires have had a slow leak. I took the tires to the recommended mechanic and they called to get approval to replace the tires. They spoke to a representative and received an approval for $488, which means replacing 3 of the tires. We have been waiting for formal approval since Monday. I am over 80 years old and every morning I have to get air in the tires before trying to leave the house. I went to follow up today to get the tires replaced today and now I am getting the run around. Now they want to approve a lesser amount which makes no sense. I believe this is a rip off company. They are trying to renege on their word.

  

  Business Response

  Date: 03/20/2024

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

• Initial Complaint

  Date:02/26/2024

  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.

  2019 Jeep Cherokee LAST 8 DIGITS KD104304. Warranty repair denied due to the fact that *********** **** CHANGES) were done outside the dealership HOWEVER a warranty repair was covered in 8/2023 with the same receipts provided. Reason was "A DIFFERENT ADJUSTER HANDLED THE PREVIOUS CASE. Don't both adjusters work for the same company or is it because (1) I'm an elderly or (2) I'm an elderly woman? And as a result of having OIL CHANGES done outside the dealership I no longer have an extended warranty. I have reached out to the regional office with no response except for my claim to be denied. Like the other complaints I've seen it took 12 days just to be notified the claim was denied. I am not angry at the mechanics @ the dealership because they are just as confused and upset as I am.

  

  Business Response

  Date: 03/12/2024

  Please see attached response. We request this communication with the consumer remain private and not posted publicly. 

  Customer Answer

  Date: 03/18/2024

  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:01/22/2024

  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 have a policy with Superior Protection plan and they use this company as a vendor for parts at the time of repair, However this company only supplies used parts. So I recently filed a claim on my vehicle and the motor was replaced, that claim took forever because the motor did not work and we had to wait for them to send out a second motor. Since the second motor was put in I operated the vehicle for less then 90 days and the motor is out again. They are blaming me for the damages and refusing to fix the motor saying that this was an error on my side but I only drive the car to school for my children and to work for me. This company is a scam and they are taking advantage of customers. They are not being held responsible for the preexisting issues on the parts that they are sending out to customers and its time for that to stop. I have being doing everything to keep my vehicle up and running because I am a mom of 6 and being without a car hinders my ability to provide for my family.

  

  Business Response

  Date: 02/05/2024

  Please see attached response. We request this communication with the consumer remain private and not posted publicly. 

• Initial Complaint

  Date:01/11/2024

  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.

  My vehicle is a 2017 Buick encore with ******. It had a blown piston I took it to the dealer. The warranty company took 4 weeks to decide what they were gonna do to repair it. I had to pay for rental because they claimed a rental wasnt covered until repair was approved. My contract states I have 100 deductible for repairs. When the repair was complete 6 weeks later I had to pay 481 to get my car.

  

  Business Response

  Date: 01/17/2024

  Thanks for reaching out us. We would be happy to review your claim and provide a response. In order to locate your account, we will need some additional information. Could you provide a contract number and/or a VIN number (last 8 digits). You can also attach a picture of the contract or any related documents to your response.

  Consumer Support Team