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:10/10/2025

  Type:Product 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.

  Unrelenting solicitation despite multiple attempts to express disinterest!!

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing this matter to our attention. We have added the information you provided to our do not contact list. However, the information provided did not pull up an account in our system. Please allow 5 business days for processing, should you receive any further promotion material from CarShield beyond that point please email us at ******************************* so we may be of assistance.- Customer Relations

  Customer Answer

  Date: 10/14/2025

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

• Initial Complaint

  Date:10/10/2025

  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.

  I had purchased a warranty through CarShield for my 2012 Nissan Rogue. About 5 months after purchasing the warranty, my daughter was driving the vehicle and hit a deer in October 2024. The vehicle was totaled. I cancelled the warranty, explaining to CarShield that due to the accident we no longer had the vehicle. They cancelled the warranty without issue. However, within a couple months I started receiving phone calls from the companys telemarketers wanting me to renew coverage on the totaled vehicle. I explained to each caller how we no longer had it due to the accident. Each person said they would take my name and number off their calling list. Some callers just hung up on me when I said I didnt have the vehicle anymore. I tried blocking the numbers they would call from but due to the company using the system that calls from random phone numbers, some even out of state from areas I recently visited, (Im not sure how they know I visited these other states); a new phone number called me each time. Repeatedly, for the last 10 months. I have asked nicely each time to be put on their do not call list and despite some promising to do so, I continue to get calls. Weekly they call me. They just called me again this morning. Im beyond frustrated and annoyed that they did not honor my request. I would think a national big name company like CarShield would be more respectful of this request, however they obviously dont care. Please assist me with this problem. Because they have hounded me for 10 months, I have no doubt in my mind that they are doing this to other people. Thank you.

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing this matter to our attention. We have now added you to our do not contact list, as well as blocking your number from our internal system; making outgoing calls to you impossible. We apologize for the inconvenience and are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 10/14/2025

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

• Initial Complaint

  Date:10/03/2025

  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.

  My mother ****** ****** has a 2014 Chevrolet sonic her check engine light came on in her car (the sonic) and we took it to ****************** in *********************. ****************** filed the claim about what needed to be fixed regarding the check engine light. Car shield said they will send out a technician to double check. The technician told ****************** to clear the check engine light without fixing the issue and if the check engine light comes back on they will authorize to fix the issue. I then called car shield and asked them if thats what the technician really said they replied yes mam I asked to double check if theyre going to pay for it to be fixed next time because the check engine light means something is wrong. About 3 weeks later the check engine light came on again so we took my moms car back to ****************** and there is oil in her coolant system and her radiator is cracked. And they dont want to cover any of the damages to the entire coolant and oil system and thermostat its now 2 weeks later and her car is still in the shop. Car shield is now upset they have to pay for the radiator it took over 72hrs for their technician to go see the car which is only supposed to be 24 to 48 hrs for them to arrive, now they are only replying once every 24hrs to ****************** about my moms car. The technician went by on Wednesday and barely gave them authorization today October 3, 2025. ALL IN ALL IF CAR SHIELD WOULD HAVE DONE THEIR JOB CORRECTLY THE FIRST TIME MY MOMS CAR WOULDN'T COST OVER ***** DOLLARS IN REPAIRS THAT THEY DONT WANT TO PAY! OR ARE LAGGING TO PAY SO THEY ONLY COMMUNICATE ONCE EVERY 24 HOURS.

  

  Business Response

  Date: 10/06/2025

  Based on the name and email address provided in your review, we are unable to locate your
  contract. Please email ******************************* with your contract number so that we can properly address your concerns.
  We look forward to hearing from you. -Customer Relations

• Initial Complaint

  Date:10/03/2025

  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 made contact with car shield October 2025. My car is in need of a repair and I was told by two customer service representatives and a supervisor that my claims couldn't be covered. I was also denied a denial letter, they stated that no claim was made but I was told by another agent that all id need to do is take the vehicle to a shop and have them contact car shield. My contract states that engine, transmission and turbocharger would all be covered and now Im told it wont be. Ive pad monthly on time and the company who claimed theyd provide protection failed me as it has many others. I would not recommend this service to anyone. They talk a great game but its up to them if they want to cover you or not. They refused to give me any denial letter even after denying my repairs.

  

  Business Response

  Date: 10/06/2025

  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 claim was called in for PCV valve failure and super charger clutch failure. This is a long-term failure which would have been in effect before the initiation of the policy, making it a preexisting condition which is not coverable by terms of the contract.
  As a resolution, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ********************************************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

• Initial Complaint

  Date:10/02/2025

  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 began using Car Shield on April 2, 2022. I have paid over $2600 in the 3 years I had Car Shield. When I had an issue come up, they denied this claim. I was unaware that my car had been totaled. Car Shield denied my claim because of that. They only offered $1500 in compensation. I would like all of my money back.

  

  Business Response

  Date: 10/02/2025

  As a resolution, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

  Customer Answer

  Date: 10/03/2025

  I'm just waiting for this dispute to be over with they did call yesterday and said they would give me all my money back which is not when I want to put my car in not have the cost of what they promised for my motor transmission sensors things that they would do to my car when I signed up and when I got my claim and put it in they cancel my time contract

  Customer Answer

  Date: 10/06/2025

  I would take the settlement of $3048.32 from Car-shield. 

• Initial Complaint

  Date:10/02/2025

  Type:Product 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 am requesting a good-faith reinstatement of my CarShield policy for my 2021 GMC ****** 2500HD Diesel.I purchased my policy at approximately ****** miles and have been a CarShield customer since.Recently, my truck was stolen. I called CarShield and followed instructions to cancel my policy while the vehicle was not in my possession.After the vehicle was recovered, I called CarShield to reinstate coverage but was told this could not be done until I physically had the truck.When I attempted to reinstate coverage after recovery, I was informed that the policy had been cancelled for nonpayment. This cancellation was not due to any fault of my own it resulted from CarShields prior policy instructions.Resolution Sought:I request that my policy be reinstated under its original terms, or that I be provided continuity coverage reflecting my long-term customer status and original enrollment mileage.I am seeking a resolution that acknowledges the good-faith steps I took and rectifies the unjust cancellation.I have documentation of my communications with CarShield and the dates of the theft and recovery, if needed.

  

  Business Response

  Date: 10/02/2025

  Thank you for bringing this matter to our attention. Unfortunately, we cannot reinstate the cancelled policy as we cannot be liable for any issues that may have arisen while the vehicle was not in the possession of the contract holder and not under coverage. We are sorry to lose you as a CarShield customer. -Customer Relations
  

  Customer Answer

  Date: 10/03/2025

  Complaint: 23961730
  
  I have reviewed the business' response and am rejecting it because: 

  This a very weak stance and response that I wasnt in procession of the vehicle during the time it was stolen. The police recovered the vehicle 1 week after it was stolen. The remainder of the time was transport from ******* to ****** and being in the shop having the theft damage repaired.  
  
  If this had been an accident needing to be repaired, perhaps from someone else driving my vehicle, it would not be handled this way by your company  

  If you as a company were so worried about a week of someone else driving or not performing preventive maintenance, your contract would state that you would not be allowed to loan your car during the time of ownership or have your vehicle towed or transported to a repair shop at any time  

  
  
  
  Sincerely,
  
  ******* ***********

  Customer Answer

  Date: 10/03/2025

  This is a weak and inconsistent stance. The companys justification that I was not in possession of the vehicle is unreasonable given the circumstances. My vehicle was stolen and recovered by police one week later. The remainder of the time was spent transporting it from ******* to ****** and repairing verified theft damage at a licensed shop.
  
  
  If CarShield truly believes that coverage cannot be reinstated whenever a customer is not in physical possession of their vehicle, then by that logic, no customer could ever:
  loan their vehicle to another driver,
  have their vehicle towed, or
  leave their vehicle at a repair shop for extended service.
  
  
  None of these reasonable and common situations are prohibited under the contract. The companys refusal to reinstate my policy contradicts both the intent of coverage and good faith standards in contract administration.
  
  
  I acted in good faith, notified CarShield immediately when the theft occurred, and attempted reinstatement as soon as I was instructed it would be possible. I am requesting that CarShield reconsider reinstatement under the same terms as before the theft, as no misuse or neglect occurred during the period the vehicle was secured and under repair.
  
  

  

  Business Response

  Date: 10/06/2025

   

  CarShield will not reinstate your prior policy. If you wish to start a new policy with a new waiting period and the current price of the policy your vehicle qualifies for, you are welcome to do so. 

  Customer Relations

  Customer Answer

  Date: 10/07/2025

  Complaint: 23961730
  
  I have reviewed the business' response and am rejecting it because:
  This is unsatisfactory customer service. This goes against what they originally told me would be the outcome after my vehicle was out of the shop. 
  
  ******* ***********

• Initial Complaint

  Date:10/01/2025

  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.

  Re ***** Gray&#**;s policy We took our car in last week, they denied the claim. They said it was an outside source that caused the damage. I don&#**;t see any damages on the car. I called the first time and the *** couldn&#**;t do anything for us. I called back and spoke to *****, a *** there and spoke to him for 2 hours. No call back. We called back a couple times and didn&#**;t hear anything. I was told there was no escalation done on my call. I feel like we are being ping ponged around. I have been asking for a supervisor and I wasn&#**;t transferred to anyone. No one has called me back. I would like for them to repair my son&#**;s car and also an apology.

  

  Business Response

  Date: 10/03/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. ******************** ("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. 

  The failures have been found to come from an external influence. The failures have not catastrophically failed which is why coverage will not be extended. The radiator has been punctured by a foreign object from the front side all the way through to the back side. The foreign object that punctured the radiator then hit the fan as it was spinning and caused the assembly to shatter. 

  We stand by our denial and nothing will be authorized on this claim. 

   

  Customer Relations

• Initial Complaint

  Date:09/30/2025

  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.

  CarShield said that they would cover my 2014 ****** Altima repairs instantly but that I would be subject to a $1k deductible for the first 3 months. I bought the car and immediately had transmission issues. CarShield now says that there is a one month waiting period and a mileage minimum to repair my vehicle. I want them to honor the contract and cover my vehicle repair now.

  

  Business Response

  Date: 10/02/2025

  CarShield requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC").
  On a 9/30/2025 call, 8 days after initiation of your contract, you advised there was a transmission concern that originated at or prior to purchasing the vehicle. At only 8 days after initiation, your contract was and is still in the waiting period, see page D2 of contract PLAN INFORMATION: WAITING PERIOD YOUR BREAKDOWN COVERAGE begins after either of the following days and milage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the contract effective date.
   Additionally, as we know the transmission to have a preexisting condition, this would need to be repaired and then a 12 month, 12K mile waiting period would need to elapse before the transmission would be coverable by the contract.  The claim is not eligible for coverage in accordance with terms of the contract.
  As a resolution, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

• Initial Complaint

  Date:09/30/2025

  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.

  Refund denied due to companies staging of dates and delays initiated and performed to deliberately defraud users of there contractual reinbursement of said rental car if used as directed. They argue with the repair shops and deliver parts that can't be used in order to delay payments and stretch payments over months of time. As they continue billing same customers and denying shops legitimate ********************** requests. All I asked for was what I paid for. NOT A LIE or fraudulent claim date that serves to defraud and deny what the contract was agreed upon. Thank you !!

  

  Business Response

  Date: 10/03/2025

  CarShield requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC").
  By term of your contract, CarShield has no obligation to cover additional rental days due to repair facility delays. With the pay out of claims far exceeding premiums paid to the contract, no refund is due. However, as a courtesy to you we will provide you with a one-time payment of $300 upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

• Initial Complaint

  Date:09/30/2025

  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.

  The ** went out in our 2017 Kia *** with only ****** miles on it. We had Carshield Contract MRF5362056, which is the best coverage plan they have. We had our first claim on 8/05/25 which involved our ** compressor going completely out. We went to a "CarShield" approved mechanic to have it diagnosed and repaired. The Auto repair center was more than willing to work with our CarShield contract people. Upon calling in this claim to CarShield, advised that someone would have to come out to talk to the repair shop to confirm findings. We waited three days for this to take place, all while our vehicle was parked in the 115 degree heat here in **. Then CarShield was asked to use parts provided by CarShield (not the parts that were ordered directly from the manufacturer). The parts provided would be reconditioned and/or used parts. Not new. What shop should provide a warranty on parts that are not even new or from a known source??? I wouldn't.I cancelled my contract "in writing" online and via ****, AS well as via phone with an employee "******" on August 14, 2025. Now I find that I was charged $139.99 on AUGUST 16 AND SEPTEMBER 16, 2025 (Total of $279.98). I do not like being lied to. HELP!!! After I cancelled in every way humanly possible. The business dealings of CarShield are extremely deceptive and dishonest. I called and emailed again on 9/29/25 when I found the CONTINUED AUTO CHARGES on my credit card. I was told that they would cancel, however, I would not be getting a refund for the 2 months that were fraudulently billed and paid. I am very disappointed that a business like this constantly advertises how great they are and how awesome the service is. CARSHIELD IS CROOKED. AVOID THEM AT ALL COSTS!

  

  Business Response

  Date: 10/01/2025

  Thank you for bringing this matter to our attention and allowing the opportunity to respond. We can confirm in our internal system that you contract is in fact cancelled as of 9/29/25. As a resolution, CarShield will refund your last 4 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

  Customer Answer

  Date: 10/03/2025

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

  This is what CarShield promised Regarding our Contract # MRF5362056 

  
  MESSAGE FROM BUSINESS:
  Thank you for bringing this matter to our attention and allowing the opportunity to respond. We can confirm in our internal system that you contract is in fact cancelled as of 9/29/25. As a resolution, CarShield will refund your last 4 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations