American Auto Shield

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American Auto Shield

Full customer service suite, including online claims filing

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American Auto Shield was established in 2002, and based out of Colorado. American Auto displays their commitment to their customers by providing 24/7 customer service options through phone, and live chat. American Auto also shows their devotion to their community by raising awareness and supporting charities such as Every Child's Hope, Make-A-Wish, Adopt-A-Family, and other great philanthropic efforts. American Auto has also made excellent partners in the industry so that their customers are fully covered in more locations.

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The Good

  • Multiple customer support features
  • Flexible vehicle requirements
  • Protection plans

Multiple Customer Support Features

American Auto offers customer support 24/7 and through phone, and live chat. This is very uncommon in the industry, as most companies only offer customer support during normal business hours. Also, most companies do not have the live chat option for support at this time. Live chat is becoming a desirable option for customers who do not have the time or desire to speak on the phone, but don't want to wait for answers through email.

We really like that American Auto understands the desires of their customers and offers this form of support. The company also provides a way for customers to submit reports and claims online for added convenience. Their roadside assistance is also 24/7, which is a huge benefit for customers.

Flexible Vehicle Requirements

Many companies in the industry only cover vehicles within a very limited max year and max mileage range. The average is approximately 15 years, with 175,000 miles. This allows companies to pick and choose which cars they will cover. Older cars or cars with more mileage are more have issues than newer cars. It is profitable for these companies to restrict their coverage to newer cars with lower mileage.

While American Auto does have restrictions, they are very generous. American Auto covers cars up to 25 years old with 250,000 miles. This allows more customers to use American Auto's services. American Auto is a great choice for people with older cars with a great deal of mileage.

Protection Plans

American Auto Shield offers several protection plans that cover different types of automotive issues. The plans a customer can choose will depend on how many miles their car has, the age of the car, and what the customer would like covered. Optional coverage may be added to customize protection plans which is very convenient for customers who would like more coverage than what is offered in the basic plans:

  • Deluxe: covers cars up to 20 model years and 150,000 miles. Covers most major car components.
  • Platinum: covers cars up to 20 model years and 100,000 miles. Covers most major car components.
  • Diamond: covers cars up to 9 model years and 90,000 miles. Covers all but a small list of exclusionary parts.

American Auto Shield's powertrain coverage plans include the following:

  • Powertrain: covers cars up to 25 model years and 250,000 miles. Covers engine, transmission, cooling system, and etc.
  • PT Silver: covers cars up to 25 model years and 200,000 miles. Covers engine, transmission, cooling system, and etc.
  • PT Gold: covers cars up to 25 model years and 200,000 miles. Covers engine, transmission, cooling system, and etc.

The Bad

  • Limited services
  • $75 towing fee
  • Lack of transparency

Services

While American Auto Shield offers great packages and has a generous restriction on the accepted years and miles of a car, they are not without issues. Their rental car reimbursement is quite low in the industry at $40 per day, and they are only willing to cover this expense for four days. Depending on the need and availability for rental cars, this may still leave a lot of financial burden on the customer. Especially if the customer's car repairs take longer than four days to fix.

$75 Towing Fee

American Auto's towing costs are high at $75 each tow. Some rental companies offer free towing services for a certain amount of miles, or tow at a much lower rate. We would like to see these services improved our discounted at a more competitive price.

Lack of Transparency

American Auto Shield is transparent about a lot of information that we look for. A lot of companies are not as transparent with some of the information that American Auto is. Having pertinent information available to customers is very important as they search for the right car warranty company for their needs; however, American Auto is lacking some information about their warranty pricing. This is an important factor in choosing a warranty, and without the price being readily available online, it gives potential customers an extra step in their searching process.

The Bottom Line

American Auto Shield offers great protection, and covers more years and mileage that almost any other company in the industry. They show a commitment to their customers and community by investing in technological advances in their industry, and participating in philanthropic efforts. However, American Auto is lacking some transparency, and some of their services do not offer the same value as services with other companies in the industry. Overall we feel that we can recommend American Auto Shield's services.

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User Reviews

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2 Reviews

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Steven
January 14th, 2019 Boulder, CO DETAILS
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They refused to pay a small claim because of the legal technicality that the shop didn't call them before doing the repair. The dirt boot that keeps the seals from leaking on the steering rack was torn and fallen off - letting dirt in that would cause seal failure and a very expensive replacement of the rack and pinion - which they would have to pay. I noticed the boot was bad when changing a tire. When I read their list of covered steering parts I, naturally, read the section on "Steering" and it did not list the boot, so I assumed it was not covered. RATHER THAN IGNORE IT AND LET THE EXPENSIVE PART FAIL SO THEY WOULD HAVE TO THEN REPLACE THE WHOLE THING, I went ahead and paid to replace the boot (WHICH SAVED AM AUTO SHIELD lots of money). Picking up the car, I noticed the last section of the covered parts (which is all the way at the bottom) listed boots for items covered above (which includes the steering rack) - so the boot was in fact covered. These cheap ______ (you fill in the blank) refused to reimburse me because "the contract says you have to get approval before the repair". I have the old boot to show them. They don't care. THEY WILL FIND ANY WAY TO WRIGGLE OUT OF PAYING WHAT THEY'RE SUPPOSED TO PAY - ON A TECHNICALITY. They did this EVEN THOUGH I SAVED THEM A TON OF MONEY AT MY EXPENSE RATHER THAN JUST IGNORE IT UNTIL THE ENTIRE RACK FAILED AND THEY HAD TO REPLACE THE WHOLE THING. I acted with integrity and saved them money, and they responded with selfish screw-me-on-a-technicality. AVOID THEM LIKE THE PLAGUE!!!!!

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Patrick Kolarchick
June 14th, 2018 DETAILS
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American Auto Shield REQUIRES for the parts to be out on a bench before they will send an inspector out to check if the parts are in fact bad. Here are the problems this creates: The repair facility when calling for an inspector to come out are put on hold for over an hour. A busy repair shop (MIDAS) did not want to tie up a hoist or their limited room lot playing their game. That was last Thursday. Hence I called dealership, set appt. and I dropped the car off at dealer on Monday morning. It is now Wed afternoon and my dealership is still waiting for inspector to show up. The dealership was also on hold for over an hour yesterday with American Auto Shield before giving up and hanging up. They called me at 2:30 telling me they are waiting for an inspector to show up. There is no OK on car rental unless there is 4 hours of LABOR needed to repair part which cannot be determined at onset or even until day 3 or 4. Thus, I am without a rental car. My vehicle dealer said car could be tied up until Friday. The problem is an air conditioning evaporator core that could have been replaced in hours. It is a game. Be prepared to rent a car on your own wallet for a week.

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