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:07/31/2025

  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.

  Car Shield keep calling me after I cancelled my policy. I keep blocking the numbers that they call from and they just use a different one. I don't want any further contact from Car Shield.

  

  Business Response

  Date: 07/31/2025

  Mr. *********,

  CarShield records all calls for quality assurance. We do not have record of any calls to your past your 5/22/25 cancellation request date. However, CarShield has added you to the do not contact list and has blocked your phone number from our system.

  -Customer Relations

  Customer Answer

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/30/2025

  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 have paid for coverage for my engine and turbo part of my engine or so I thought. Went in for service and the O2 sensor which helps control airflow to the engine/turbo to keep it running is apparently not covered. Totally lied to by this company. I have cancelled my coverage and will attempt to find a trustworthy place that actually covers what they say.

  

  Business Response

  Date: 08/01/2025

  Mr. ******************************************** requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, 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 Vehicle Service Contract ("VSC"). 
  
  
  CarShield provides a wide variety of coverage for many of your vehicle repairs needs. However, items such as Driver Front Door Mirror, O2 Sensors, and Front Struts are not components listed for coverage within your Gold level coverage and would not be eligible for the claims process. A more list of terms and exclusions may be located within your VSC. 
  
  
  However, in efforts to resolve this matter, CarShield is willing to prove a full refund for contract(s) MRF5299117 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 
  -Customer Relations 

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I have sent an email as requested and will follow up with the BBB if there isn't a resolution.
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/30/2025

  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.

  Please See Attachment
  Click here to Get the File - use the Password: BEA38878
  ************************************************************************

  

  Business Response

  Date: 08/01/2025

  Mr. ***************************************** requested that the Administrator of your Vehicle Service 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your vehicle was towed in due to smoking from the engine area and engine shut off. Your repair facility performed a diagnosis/block check and determined a head gasket failure to which they then recommended engine replacement. The claim was authorized for a head gasket replacement as a credit to be used towards engine replacement as per terms of the **** As stated within your contract, the engine block and cylinder heads only have coverage if damaged by a moving covered component of the engine, which the head gasket is a non moving component, and thereby would be ineligible for coverage. 
  
  
  Your claim has been authorized in the amount of $4,355.76 to be paid toward your repair facility as a credit toward engine replacement. In efforts to resolve this matter, CarShield is willing to provide a one time payment directly to you in the amount of $4,355.76 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature.
  -Customer Relations 

  Customer Answer

  Date: 08/02/2025

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

• Initial Complaint

  Date:07/28/2025

  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 started a contract with Car Shield in July 2023 for my ******************************************** July 2025 for my air conditioning that is not working. They recommended that I take it to the ******** Dealer Repair shop and I did. Then they tell me that the Dealership is charging too much. They recommend I take it to another shop, I do that now they are going to pay so much for the car's air conditioners repair. The total cost was $1,180. This is not what I was promised and they keep giving me the run around. This has been going on for over three weeks and I don't have my car and the air is still not fixed and I just want what I've been paying for.

  

  Business Response

  Date: 07/28/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your initial repair facility reported the ** concerns as well as some other issues regarding fluid leaks. At one point, you had advised that you did not want to move forward with the repairs other than the ** work, but then changed your mind altogether as you did not wish to acquire out of pocket costs. 
  At your current repair facility, the claim for ** component repair has been authorized correctly. However, your claim has not been paid out as you have not authorized the out of pocket costs needed to complete the repairs. It has been found that your repair facility is charging  above verified labor times and will not accept shipped in parts. 
  
  
  As stated within your contract, if the repair facility does not accept shipped parts, your administrator may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. 
  
  
  In order to progress your claim forward, you must authorize the out of pocket costs associated with your claim that are deemed your responsibility per the terms and conditions of the ***. However, if you do not wish to proceed with the repairs, CarShield is willing to provide a one, direct payment to you in the amount of $1096.54 upon the execution of a settlement and release agreement and a voided authorization. This one time payment would equate to a three month refund and your current authorization to your repair facility ($886.57). If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 
  -Customer Relations

  Customer Answer

  Date: 07/29/2025

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

   

• Initial Complaint

  Date:07/28/2025

  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 used **** F-150 from ****** ****** on May 23. On May 27 I purchased a vehicle protection plan from CarShield (MRF5394563). On July 7, the check engine light came on. On July 8, I took the vehicle to a local **** Dealership to have it diagnosed. The Vehicle needs a new timing chain. The dealership filed a claim with CarShield (*************************). I submitted the Bill of Sale to ******************** showing the purchase date of May 23. In their investigation, ******************** discovered the previous owner learned that the timing chain needed to be repaired on May 12. Therefore, CarShield denied out claim claiming that the problem was "pre-existing"We purchased the vehicle from an intermediary (****** ******) unaware of the problem. We purchased the vehicle protection plan to protect ourselves against this very scenario. This was not a pre-existing condition to us. We are being held responsible for previous parties not disclosing the problem. We would like our claim to be approved and if not, we would like the return of our premiums from May, June and July.

  

  Business Response

  Date: 07/30/2025

  Mr. **************************************** requested that the Administrator of your Vehicle Service 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that during the claims process, the failure occurred prior to the you, the contract owner, purchasing the vehicle. The previous owner had both a check engine light and running issue concerns.  They then took the vehicle to a repair facility to find the engine had cam/crankshaft correlation DTC's stored and the repair facility recommended that the timing be fully replaced. This makes the failure pre existing to *** purchase as the needed repairs were never made. 
  
  
  As stated within your contract, breakdowns that occur during the waiting period or prior to the inception of you contract are consider pre-existing conditions and would not be eligible for coverage. 
  
  
  However, in effort to resolve this matter, CarShield is willing to provide a full refund for contract(s) MRF5394563 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Customer Answer

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/25/2025

  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.

  Carshield calls my phone ************ every day I have asked them several times to stop calling my phone ************ I am registered with DO NOT call registry so they are breaking that

  

  Business Response

  Date: 07/25/2025

  CarShield has removed you from our call list. We are sorry to lose you as a CarShield Customer. 

  -Customer Relations

  Customer Answer

  Date: 07/28/2025

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

• Initial Complaint

  Date:07/23/2025

  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 contacted Car Shield to obtain a quote. They will only communicate by phone. I do not conduct business by phone. I want a hard copy of all communication. They will not send me details of my quote by email. If they will not send me a quote by email I will shop elsewhere.

  

  Business Response

  Date: 07/24/2025

  Mr. *********, 

  CarShield provides a wide variety of coverage for many of your vehicle repair needs. However, in order to obtain an accurate quote, CarShield must ask a series of questions to determine which level of coverage is applicable to you. This is done via a sales call only. Once a sales call is complete, a representative may email you a copy of your estimate quote for a contract. However, we advise all CarShield customers that quotes are only a same-day guarantee as terms, exclusions, and mileage allowances determine the level of coverage in which you qualify. 

  If you wish to receive a quote with a licensed specialist, please contact **************.

   

  -Customer Relations 

  Customer Answer

  Date: 07/25/2025

  Complaint: 23644714
  
  I have reviewed the business' response and am rejecting it because:

  Again They are wanting me to communicate by phone. All I want is an email response with my quote. As they are unwilling to provide that, they will not be getting any business from me and I will shop elsewhere.

   

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

  

  Business Response

  Date: 07/28/2025

  Mr. *********,

  As stated in our previous response, CarShield must ask a series of questions to determine which level of coverage is applicable to you. This is done via a sales call only. Once a sales call is complete, a representative may email you a copy of your estimate quote for a contract. A sales call must be complete to receive an initial quote that is same-day guarantee only. 

  -Customer Relations

• Initial Complaint

  Date:07/22/2025

  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 engine went out and i had it towed to Grizly Automotive and that I was told the motor was out and to contact *** so they could look at my vehicle. Car Shield had it towed to *** ************************** I was told that the motor was gone. Car Shield sent me an email stating that they would send their independent mechanic to ***. I was asked if the car had gotten any water in it along with other questions pertaining to the motor being gone. I informed them that no water had ever gotten into my car. I was told by Car Shield that nothing else could be done to the car. I had to pay *** $433.68 to get back to Grizly Automotive.

  

  Business Response

  Date: 07/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that  a video provided by the inspector shows the oil filter being removed from vehicle and engine oil/cooling system contents intermix is present. The tech also showed fine metal debris captured on a magnet that was dipped into the oil sample. Engine is also shown to be locked up as the tech was not able to turn it by hand with a breaker bar. No coolant was present in the cooling system reservoir, and only a very small quantity of water was found. The radiator was also reported to be very low and inspector also commented that he felt there was nothing in the upper and lower radiator hoses. Inspector also showed there was evidence of a leaking water pump. The lack of fluid in the cooling system indicates that an overheating event had occurred. In the end that led to what appears to be a failed head gasket which likely caused the engine oil/cooling system contents intermix and ultimately a loss of lubrication and sub damage to the engine. As stated within your VSC, your contract does not provide coverage for lack of proper fluids. 
  
  
  Your claim for the engine was denied and an authorization for head gasket replacement was given to be used as a credit toward engine repairs. However, in efforts to resolve this matter, CarShield is willing to provide a full for contract(s) MRF5208621 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ********************************************************* and we will draft your agreement for your electronic signature. 

  -Customer Relations

• Initial Complaint

  Date:07/22/2025

  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.

  car shield continues to solicit me by phone and mail. i have repeatedly asked that they do not call or correspond with me anymore. however they continue. what do i have to do to curtail them?

  

  Business Response

  Date: 07/23/2025

  CarShield has removed you from the calling list, and we have blocked your number.

  -Customer Relations 

• Initial Complaint

  Date:07/21/2025

  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.

  Dear BBB Mediation Services,I am submitting this request for mediation per the terms of my Vehicle Service Contract (Contract #MRF4014867), administered by ******************** and sold through CarShield.Contract Holder: ***** *** Address: ********************************* Phone: ************ Email: ***************** Vehicle: 2018 RAM 1500 VIN: ***************** Nature of Dispute:CarShield/******************** denied my repair claim on the grounds that engine sludge was present, and therefore the damage was not covered under the contract.However, the licensed dealership performing the repair has provided a diagnosis confirming that the failure is due to a spun bearing, which is a covered mechanical breakdown under the Powertrain Gold contract. The dealership has also explicitly confirmed that there is no engine sludge present. Instead, the metallic debris found in the oil pan is a result of the bearing failure, not the cause of it.The denial appears to be based on an incorrect assumption or misinterpretation of the evidence. I followed all contract requirements, including maintenance, and have complied fully with the claims process.Requested Resolution:I respectfully request that this matter be reviewed through BBB mediation, and that CarShield/American Auto Shield be required to:Recognize the spun bearing as a covered failure,Approve and pay for repairs as outlined under the contract,I have already submitted a Claim Review Escalation through *************************************************, but the issue remains unresolved.Thank you for your time and assistance.Sincerely,***** *** Phone: ************ Email: ***************** Contract #: MRF4014867

  

  Business Response

  Date: 07/24/2025

  Mr. ************** advise that CarShield is incorrect party to initiate mediation/arbitration. Please see section "Alternative Dispute Resolution" located within your Vehicle Service Contract. 
  -Customer Relations

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have filed a new complaint for the other name and address. 
   
  Sincerely,
  
  ***** ***