American Auto Shield review: Automotive warranty

Two weeks ago, I had an issue in which several warning lights went on in my 2015 Subaru XV Crossktrek. I took the vehicle to my mechanic at ******** in G*** B***** Maryland. I have been consistently taken my vehicle for maintenance with to this dealership since I purchased it in 2015.

M*****, my Subaru service manager has cared for my vehicle since purchase. M******** had the service technician check the onboard computer for issues and found that the error code DTC P0971 was showing. This code indicates a problem with the Transmission Valve Body, specifically, "Pressure Control Solenoid "C" Control Circuit High." The technician tested the solenoids on the transmission valve body and noted the following:

"Measured resistance of solenoid and found result to be out of spec. (spec: 2-4.5 ohms, measured 70.6 ohms)."

Clearly, this was the issue with the vehicle. M***** filed a claim on my behalf with CarShield/American Auto Shield and provided the claims department photographs of the warning lights, the diagnostic code, and the technician's notes regarding measurement of the solenoid. CS/AAS sent an inspector. Your inspector could not repeat the issue (no warning lights, etc.). The claims department rejected the claim. I received that car back on Friday 11/17. Saturday 11/18 the same issue returned.

On Monday 11/20, I filed a dispute to the rejection. A person identified as "S******" called me and informed me that my claim "wasn't technically rejected." S******* said that my mechanic would need to provide video or photographic proof of the problem (which he had already done). I don't think S****** knows what a solenoid is or what it does.

Not satisfied with S******'s solution I filed a second dispute and requested an email response instead of a phone call. S******called me again and insisted on video or photographic proof of the problem, she also said that another inspector would not be sent. I requested to speak to S***** 's supervisor, she refused to transfer me. Instead of assisting me with my claim, she was rude and unprofessional. I did not appreciate the attitude or petty sarcasm she exhibited on the phone calls.

On Monday 11/20, M***** filed a second claim on my behalf. Miguel provided photographic proof of the error and issue. Miguel also provided a write-up from the technician. On Tuesday, 11/21, M***** spoke with a representative of CS/AAS who identified himself as “B**.” B** disputed the diagnostic codes, the photographic evidence, and the write-up from the technician. B** insisted that the only way to confirm that the transmission valve body is the problem is to do a complete transmission teardown. When asked if such an action was covered by the policy, B** was vague in his response. I cannot authorize a transmission teardown unless I know such work will be covered by my policy. I note that M*** ended the phone call when it became obvious that Ben was "playing games" and doing everything to avoid authorizing the repair.

I will be blunt, the actions, attitudes and behaviors of CS/AAS employees/agents indicate that they are deliberately stalling to avoid authorizing coverage this repair. I can only assume that they are taking this action hoping that I will just go away.

Here are the problems:

• My car is undrivable in its present condition.

• CS/AAS employees/agents are refusing to authorize the repairs without additional "proof."

• CS/AAS employees/agents are engaging in “games” to avoid honoring my claim and authorizing the necessary and covered repairs.