We purchased a USA Travel Care/AGWS policy Gold level coverage for 36 month or 40,000 on our 2006 Fleetwood American Tradition RV when we purchased it from La Mesa RV – San Diego on 10/19/2013. We had no need to use the policy until recently we needed to have the Coach in for a few concerns that we had come across. | We took the Coach to a service deparment on our home area, Brumit Diesel, Inc. in Santa Maria, California and dealt directly with the owner, Dennine Crowley. Mrs. Crowley checked in to the insurance policy we had, the concerns we had on the Coach with regard to the transmission – making sure that she kept in contact with the insurance employee regarding the service that would be done and all procedures were correct and up to date. Our insurance policy stated that the work to be done was indeed covered and the service department proceded with the necessary repairs. We were all aware that the completion date of the repairs needed to be done by 10/19/2016 – as that was the end date of the policy with USA Travel Care. The service department at Brumit Diesel completed the service to our Coach on October 12, 2016, the policy was still in place. | Additional work was also done at C & S RV, Inc. in Oxnard California on the air bag suspension, somthing that again was clearly covered under the “Gold Level Coverage” that we had purchased. Again, the service department worked with the insurance employees, checking to see that the contract was in force and that the items that needed to be repaired were indeed covered. | When it came time to have the claims paid – the insurance department told the service billing departments that the customer would need to pay for the work and then bill it back to the insurance company directly. In both cases of a $3595.73 (transmission billing) and a $1117.29 (air suspension billing) we paid in full to the companies and began the process of getting reimbursed from USA Travel Care/AGWS. | Right away, without any additional conversation, the insurance company told us that our claim was denied because the policy was not in effect. This was clearly not so. I then wrote to the insurance company directly and send photos, telephone logs, telephone conversations, information regarding the parts that had been kept by the service department, a letter from the Brumit Diesel company owner with her statement as to how they had dealt with the insurance company and then as the claim was denied, they could not reach anyone, no phone calls were returned, and eventually the person she had been dealing with “Pete” was no longer employed with the company. Making it easy of course, so there was no way to verify was had been talked about during the course of the repairs! When calling the insurance company they clearly state on their message that phone calls may be recorded for quality control, but when we requested that they play for us any tapes they had with regard to our calls and claims with them, they were not available. | In their final denial letter they stated that “prior authorization is important for American Guardian to investigate your claims. and if we have any further questions please to contact us at 800-579-2233.” | We have been totally scammed by this insurance company – we paid good money for the policy and tried to use it twice – both time denied without any further conversation on their part. From further investigation on the internet, I see that we are not the only people that have been totally RIPPED OFF.
Name: American Guardian Warranty Services, Inc.
Country: United States
Address: 4450 Weaver Pkwy