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:07/28/2025

  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:07/25/2025

  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: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,
  
  ***** ***

• Initial Complaint

  Date:07/21/2025

  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 had a brief automobile maintenance warranty with CarShield because I wasnt happy with it and I cancelled it. Since I have received dozens of calls from them and or their representatives of which I repeatedly asked them to stop and they keep calling. I would like the calls to stop please.

  

  Business Response

  Date: 07/22/2025

  We have removed your number from our call list. We are sorry to lose you as a CarShield customer. 

  -Customer Relations

• Initial Complaint

  Date:07/21/2025

  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 called car shield to cancel a worthless policy that I have with them. Instead of cancelling, ********* kept going on and on about the benefits of having car shield coverage. There were none. The two times I called, coverage was denied. I am requesting that car shield remove my name, number and address from their data base. I would like to opt out of any and all offers. I would like my cancellation to reflect today's date, 7/21/25 without any penalty for cancellation. My contract number was MRF4738718. Again, their representative, ********* was refusing to cancel my contract.

  

  Business Response

  Date: 07/21/2025

  Your contract has been cancelled and one monthly payment has been refunded back to you as a courtesy. We have removed your contact information from our system. Please allow 7-10 days for processing for your refund. 

  -Customer Relations 

  Customer Answer

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/16/2025

  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 purchased car shield when I paid my 2018 **** Explorer sport off as an extended warranty. Unfortunately my water pump became bad and I took my vehicle to the **** dealership. Once my vehicle was at the **** dealer. I provided them with my car shield information and they did the diagnostics and informed car shield that my water pump was going bad and need to be replaced. Car shield requested information on any work I had done to my vehicle. I informed them that my vehicle never had issues. I only had regular oil changes done.. car shield sent an adjuster out . Car shields then requested I send them all my oil changes . . I sent them every report of oil change that I had done. Once that was turned in they denied my claim stating my water pump is a pre existing issue because of the amount of fluid that was used during my oil changes . I am seeking For Car shields to pay for my vehicle to be fixed. if they are unwilling to fix my vehicle, we can go to court and fight this in the court.

  

  Business Response

  Date: 07/18/2025

  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 service records spanning several years revealed that at almost every oil change, 1/2 gallon of coolant was being added to the vehicle. Additionally, several photos are in the inspection report that show dried coolant deposits. 
  
  
  As stated within your VSC, breakdowns that occur prior to the contract purchase date or during the waiting period are deemed excluded from coverage and would not be eligible for the claims process. As your ***'s inception is dated 5/25/2025, and your service records indicate an ongoing issue for several years, your claim was correctly denied for pre-existing conditions and this adjudication will not change. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a full refund for contract(s) MRF5391447 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

• Initial Complaint

  Date:07/15/2025

  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 took out an after market warranty with Carshield in 2023. In March/April of 2024 I needed a transmission replace in my vehicle and submitted claim to Carshield. This company provided a used broken transmission that was installed. I had to request a different dealer install a working transmission which they approved and it was installed in 6/24. The dealership that did the work was ************** sales in *********. Since this date ******** has not be paid for the install. I have placed over 10 calls to carshield with no resolve. I can't get anything more than a first name with customer ********************** **** and I can't get any names or direct lines to a supervisor. I've continued to pay for my warranty until this issue is resolved which has now cost me over ******* extra dollars to a company that does not honor the contract they have you sign. Please help me get this dealership paid. I don't know what else to do.

  

  Business Response

  Date: 07/17/2025

  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 ("***"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized to first repair facility for transmission concerns on 2/19/2024 and was paid on 2/21/2024. The repair facility was advised on several calls to perform proof of programming requirements given for the vendor part . On 5/21/2024, you had advised that the vehicle was having further transmission concerns and a parts resolution was started. The second repair facility reported on 5/28/2024 that the vendor supplied transmission had failed. On 6/3/2024, the current repair facility stated the codes  were for a speed sensor and they  requested replacement prior to do further diagnosis. The sensor and labor were then authorized. 
  
  
  On 6/7/2024, the vendor elected to send another unit over to the current repair facility for installation with the instructions required for sending payment for labor required for the installation with final invoice being submitted to vendor for payment. This step was not completed, and invoice was not sent to vendor for the labor payment and thus the payment to the current repair facility for labor was not paid. The *** liability was met with payment to the first repair facility and the labor to the current repair facility for a vendor supplied part failure would be the liability of the vendor.  Per review of your file, it is likely the vendor never received the final invoice for labor from the current repair facility as they sent the invoice in for payment and it was not paid. 
  
  
  In efforts to resolve this matter, ******************** has requested vendor management to reach out to the vendor to ensure that payment is issued to the current shop for the amount of  $936.00 for labor for vendor part installation. There will be no refund due as what has been paid out in claims toward your vehicle far exceeds what has been paid into your ***. 

  -Customer Relations 

• Initial Complaint

  Date:07/15/2025

  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.

  After the noise and drive I promptly reached out to Garagisti, scheduled an appt June 30th. During our call, I mentioned the notice and expressed my confusion about how the drive was different!Throughout this ordeal, I submitted all ****** service records over five times, starting week 1. By week two, my frustration peaked when I received a call from a CarShield *** requesting the service records. I explained that I had already emailed the documents three times, but it felt like I was hitting a wall. Agitated, I demanded clarity as the mixed messages were driving me to the brink. The *** curtly informed me that any questions regarding my claim had to go through the repair shop. With that, the call abruptly ended, leaving me even more ************** forward to week 3.5on July 22nd, I received the dreaded denial call, citing check engine codes as the reason. To my dismay, I was told that I wouldn't even be granted access to the ***ort. I immediately submitted a dispute via email and received a callback, only to learn that the denial stood firm, rooted in those unyielding car codes. I tried to defend myself, explaining that there was no engine light illuminating my dashboardI had rushed to the repair shop the moment I sensed something was wrong, even without any warning indicators.After waiting for three agonizing weeks, the thought of being penalized for something I had no control over felt utterly unfair and unreasonable. The ****** records clearly showed I had invested over $1,000 for the 110,000-mile service before even reaching ******* miles. I passionately requested that an adjuster conduct a physical assessment and inspection of my vehicle, but was met with dismissal; they insisted it only required a review of the car ******** have waited 3.5 weeks for an adjuster to examine something as intangible as car codes, all while being deprived of my vehicle, was not just costlyit was an immense inconvenience that left me feeling powerless and frustrated.

  

  Business Response

  Date: 07/17/2025

  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"). 
  
  
  As stated within your contract, breakdowns that have occurred prior to the contract purchase date or during the waiting period and deemed pre-existing conditions and would be strictly excluded from coverage. Upon review of your file and initial intake of your claim, it was discovered that you had cited that you were aware of the engine mounts needing to be repaired prior to inception of the contract, and that your *** was denied for pre-existing prior to the contract inception as well. The contract was purchased with reported mileage of *******. The *** confirms the *** code was originally set at ****** miles and has had 255 drive cycles since. This was prior to the contract purchase and would be a pre-existing concern. As both concerns and associated failures have been found to be pre-existing conditions, your claim will remain denied. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee afforded to all CarShield customers. Nevertheless, if efforts to resolve this matter, CarShield is willing to provide a full refund minus claims paid for contract(s) MRF5395577 and MRF5387764 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