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:09/03/2025

  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.

  Unable to cancel service with CarSheild. They misrepresent themselves and make it nearly impossible to get repairs in a timely manner without pre-approval.Trying to cancel the service is more difficult or impossible as there is no way to do that without talking to someone.

  

  Business Response

  Date: 09/04/2025

  Thank you for bringing this matter to out attention. It is stated clearly on each page of the contract in bold print that NO CLAIM WILL BE PAID WITHOUT PRIOR AUTHORIZATION. Upon review of your account, it does not appear that a claim has ever been initiated. We also provide for all of our customers a 30 day ***** period during which you may cancel your contract at any time and receive a full refund. This period has been exceeded, however as a courtesy to you we have cancelled your policy and requested one monthly payment be returned to your card. Please allow 5-7 days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and I accept the response.  I understand I was at fault for not reviewing the stifling rules for payment. My original complaint was simply that there was no way to cancel service membership, and had to call twice and here how I was being stupid before they finally agreed to cancel the membership and not refund my $500 or so over the lifetime of the membership. I am done with them now.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/02/2025

  Type:Sales and Advertising 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.

  i have filed complaint on this company few months back keep sending me letters to join car shield whic h i have no interest in they were contacted by ypur company for this nuisance behavior saying they would stop but they havent sometimes receiving twice a week want this to end insisiting on sending letters to join when they were told to stop isnt good business

  

  Business Response

  Date: 09/03/2025

  Thank you for bringing this matter to our attention. We have placed your information on our do not contact list as of September 3, 2025. Please allow up to 10 business days for processing as any advertisements already on route cannot be intercepted. - Customer Relations

  Customer Answer

  Date: 09/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/29/2025

  Type:Order 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.

  I purchased a policy with CarShield on 8/4/25, and I have tried emailing, using the chat feature to cancel my policy, and they tell me to call them. Well, I called them and cant get through to anyone. I want a full refund of the $149.99 I paid, and I want my policy cancelled. Contract number-MRF5455516

  

  Business Response

  Date: 09/03/2025

  We have requested a full refund go back to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a part of CarShield. - Customer Relations

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/28/2025

  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.

  August *******submitted claim for my convertible Benz top because when I went to let it up I heard a pop and seen string hanging in back took to ************** to let them look at to see if something broke advisor checked broke t string that can unravel entire top asked about my warranty gave Carshield I purchased this 2018 E400 convertible Mercedes brand new in 2022 brand new no miles and had warranty when ended I chose Carshield for extended warranty once advisor submitted all information pertaining to labor time clock time and amount they said that's not acceptable Now advisor went to General Manager to let them know this car was built in ******* and they auto servicing advisor forward all details to install and parts and labor I got call Monday saying my claim will remain inactive due to not receiving correct clock hours for fixing top

  

  Business Response

  Date: 08/29/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation, the claim decision is pending review of your repair facility's estimate with part and labor breakdown as well as a copy of their labor guide showing repair times for convertible top repair.

  Any delays have been caused by the repair facility for failing to submit this information so that a claim decision can be made.  Your repair facility is requesting hourly labor based on clock time it takes the technician to complete the repair which would not be coverable under the contract as there would need to be a labor guide referenced for verified labor times. As this repair would not be able to be verified by AAS labor guides, the repair facility will need to submit a detailed estimate with a labor guide referencing the time the repair takes or some type of reference that the repair does not have a defined time period.   

  Please have your repair facility submit the requested documents to ******************** so your claim can move forward. 

  Customer Relations

• Initial Complaint

  Date:08/27/2025

  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.

  On late Sunday night around 930pm, August 17th, my Jeep Grand Cherokee Overheated when I got on the expressway near *********** in *******. I immediately pulled over to the shoulder of the road within seconds of the Gauge going to High and immediately turned off the vehicle. I went on my State Farm app and requested a tow. State Farm called me within minutes and stated that they will cover the tow for up to 11 miles and that I would have to pay $67 for where the vehicle needed to be towed(20miles away). I paid, the tow truck was dispatched to me and it took over two hours for me to get a tow. Yaffo Towing towed My vehicle to the shop. I rode with the tow truck. The next morning, I called the shop and told them what happened and that my vehicle was towed and where to find the keys. They did the diagnostics and discovered an issue with the thermostat and cylinder three misfire and then contacted car shield. They then also discovered the head gasket blew by doing a block test. All parts covered by CarShield. CarShield has denied my claim stating continuous use of vehicle after car overheated which is false as my car was towed to the shop. I was 20 miles away from shop and I have been going back with CarShield about this for now 9 days. The issue still hasnt been resolved. I have since had to get a rental car out of pocket because I cannot afford to not go to work. False advertisement about claiming they cover these parts but falsifying that I continued to drive my vehicle after it overheated. Estimated total will be 4-5k for this type of work. I have proof of tow as well. Just overall the worst experience with a company that claims to cover these type of parts etc. per my contract.

  

  Business Response

  Date: 08/29/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle was towed into the repair facility for check engine light and overheating concerns. The repair facility quickly diagnosed the concerns and found a faulty ignition coil as well as a stuck closed thermostat stating the upper radiator hose was very hot while the lower was stone cold causing the engine to over heat. The contract coverages are very clear, the engine block and cylinder heads only have coverage if damaged by a moving covered engine component. The thermostat is not a moving component of the engine and coverages would only be applied to the thermostat itself, not the engine due to how the failure occurred.

  Rental coverage is provided upon a a reimbursement basis, for this type of failure the contract would have coverage up to 7 days at up to $100 per day, a rental invoice would need to be submitted for reimbursement. That paid invoice can be sent to ******************************* for review. 

  Your contract has paid out approximately $4,808.23 in repair claims on prior claims. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores **** commitment to honoring our obligations in good faith. Since the amount of paid claims exceeds what has been paid into the contract, there is no refund due either. 

  Customer Relations

• Initial Complaint

  Date:08/27/2025

  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.

  I paid for car shield for 2 years at $131.09 a month for their Platinum Policy. At the time I signed up they said my car repair place was ************************** in *********, **. When all the dash lights came on in my car on Thursday August 21st I drove straight to ****** where they discovered it was a timing chain issue and they started the work to fix the problem. I didnt find out until Monday when I called Car Shield that ****** no longer dealt with them. The people at ****** didnt know either until they talked to their headquarters. By that point Buckys had had my car for 5 days and been working to fix it. Car Shield basically told me there was nothing they could do even though I had paid for the package for 2 years. I said that was not acceptable because the only reason I paid for the car shield platinum package was so my car had coverage to be fixed if it had any problems. Instead I am going to pay about $4200.00 to get my car back when I thought I had coverage through car shield. Im a single mom who supports my disabled 73 year old mother and my non-verbal Autistic granddaughter. I can ill afford $4200 for my car, but I am the only driver in my household.

  

  Business Response

  Date: 08/28/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The only information known regarding the cause of the breakdown is in a Contract Note/Contract History where it reads the you state the "the repair facility has diagnosed a timing chain". That same note says the part was already ordered. CarShield advised you on 8/21/25 to have the repair facility contact ******************** before starting any repairs and explained all claims need to be authorized before repairs are performed.  This information is also clearly stated on bottom of EVERY PAGE OF YOUR CONTRACT. It states " NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. PLEASE CALL ************ or ************. 

   As a resolution, CarShield will refund your last 12 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

• Initial Complaint

  Date:08/26/2025

  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.

  I subscribed to CarShield in April 2024 and havent needed their services until a month ago. When I visited two (2) CarShield enrolled mechanic shops, I was informed by both of them that they do not like doing business with CarShield as they do not cooperate with the mechanics and what services are needed with vehicles. All is all, I was told they are very difficult for the mechanics to work with. I then called CarShield, less than a week ago and informed them of my experience and situation. The representative was polite and scheduled me a time with another shop. Well, I visited the shop and the owner repeated the very same things the other shops stated, CarShield is difficult to work with and that they no longer want to deal with them and their negative experience. So I called CarShield, informed them of the experience at the mechanic. The representative was not understanding and quite frankly rude. I then cancelled my service immediately with CarShield. I would like to reclaim the money Ive spent with them since April 2024 for services not rendered when needed.

  

  Business Response

  Date: 08/27/2025

  Thank you bringing this matter to our attention. We have looked into your account and found that your contract has been cancelled and 4 monthly payments have been charged back to your card through your financial institution. No further refund is due. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:08/26/2025

  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.

  This company has scam me out of extended warranty now Im trying to file a claim and they refusing and every excuse on the book not to file one. I have paid them $169 ($845) for the last five months and now Im ready to file a claim, and they refuse to. My truck has been at the *** service for over 7 days. Since 8/18/25 today I spoke with a representative saying I will not be able to file claim due to miles discrepancy when I originally got the coverage the miles where incorrect and its stated there in the notes.

  

  Business Response

  Date: 08/28/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your claim was called in and denied in pre-claim due the vehicle not having met the mileage requirements of the wait period. Your repair facility reported mileage as being ******* miles. The waiting period for this contract specifies 25 days and 500 miles OR 40 days and 250 miles.  Your vehicle shows to have only gone 200 miles since inception.

  The contract notes show you provided a record from 2024 that was not able to used for mileage verification. Th notes also show the sales call was reviewed by  CarShield and you provided mileage of ******* twice after looking at odometer. The adjudication for your claim will not change. 

  Your contract has been cancelled and you have been refund in full due to disputes you filed with your financial institution. 

  CarShield considers this matter closed. 

  Customer Relations

• Initial Complaint

  Date:08/22/2025

  Type:Sales and Advertising 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 DO NOT WANT CARSHIELDS BUSINESS! I constantly receive phone calls and letters in the mail! Even my email!I WANT THIS TO STOP NOW!I sent an attachment of one of their letters, I checked my mail on 21 August 2025, and their letter was in my mail. I told them to stop in the past and they never did!

  

  Business Response

  Date: 08/22/2025

  Thank you for bringing this matter to our attention. The personal contact details you have provided have been removed from our call and mailing lists. Please allow 48 hours for processing. - Customer Relations

• Initial Complaint

  Date:08/21/2025

  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 requested for Carshield to cancel my policy via email. I noted in the letter that I do not have the card that was on file with Carshield and to request for an alternative method to refund me. Later, I contacted CarShield and they told me that they sent the refund to the card on file, which I had previously stated for them to not do. At first, they informed me that I would have to talk with the former issuer of the card, so it is out of their hands. At another instance, they forwarded me to several people in the department to try and resolve it, but still no resolution. I find this to be unacceptable as I had stated for them to not use the card they had on file to refund me, and they still had done so. Policy Cancellation #: ABF-*******

  

  Business Response

  Date: 08/21/2025

  Mr. ********, 

  We do apologize for the confusion on the refund method that was used. 

  The legal department reviewed this matter with the accounting department and unfortunately we can not retract the payment that you was sent to the card on file. We have attached a screen shot of the Transaction ID and Authorization Code that you can reference in your call to your financial institution. 

  Again, we do apologize for the aggravation and confusion but since we cant retract the payment, we can't issue another refund. 

  Customer Relations