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I work for a RV Service Ctr in So Ca. and we are often required to deal w/ AG as well as other extended warranty carriers. I have only one MAJOR complaint about AG customer service: They are the rudest, unhappiest, most unfriendly people I have ever had to deal with in the 14+ years I have been in the RV repair business. Just this morning I received a call from an AG rep and he asked for the owner. I asked which company he was calling from (as we work w/ many and currently have 7 coach's here under extended warr) and he replied, "I said Extended Warranty, it doesn't matter which #!$%! one, put him on the phone!"....Well! I said that it does matter so that I may pull the paperwork and that it was unneccessary to be rude. (I certainly wanted to say something else.) His reply was...(unbelievable)..."You think that's rude?! Well what do you think of this...." and he hung up on me! He called back about 3 minutes later and repeated his request in exactly the same rude tone and manner. I transferred him immediately to the person he requested.
Now, this really pissed me off as you can imagine and yet I've always held my tongue when it comes to AG because I've EXPEREINCED their malicious, YES, malicious disregard of THEIR customers needs. They have intentionally "lost" paperwork, "mis-read" work orders, "mis-wrote" fax & phn #'s, declined legitimate claims, not returned calls, claimed reps were on vacation when they really were not, ohy! and my FAVORITE....I can't tell you how many times an AG rep has "read" or "written" the WRONG VIN #!!!! (It's a running joke around here that all vin#'s written to AG are to be in size 16 font, bold!) I cannot recall a single claim that I have put thru on behalf of the insured that has gone without contention.
One last thing I'd like to point out: RV owners more often than not are the baby boomers and older. These clients pay their bills in full, including their extended warranty premium. Not only do they deserve respect due to their age, but also for their spending ability and their time spent accruing that ability. Carriers such as AG need to keep this in mind. We've all witnessed what the baby-boomers have done for this country when it comes to the economy. It's a stupid, stupid mistake for a company such as American Guardian to disregard the potential repercussions of bad, rude, and just down-right incompetent customer service. And hey folks, it's NOT the agencies or the dealers that are in the wrong, it's the COMPANY...American Guardian. It's THEIR PRODUCT and THEIR RESPONSIBILITY. (The concerned party of 3-22-05 seems to have "misunderstood" that portion of American Guardian's contracts.)
Roll on all and enjoy your coaches! And remember, puleez...regular maintenance on your coaches & trailers will help you avoid those lovely & unforgettable vacation stops here in our shop! We don't like mad coach owners running around anymore than you like being in our over-heated RV Repair shop!
Take Care,
Bryana
So. Cal |
RV and bus conversion info since 1996.
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