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:05/12/2025

  Type:Billing 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.

  On or about April 15th I called, car shield customer ********************** and canceled my monthly warranty plan. May 11 I received message from my financial institution that my account was debited $226 after I canceled my policy. They said I did not cancel it. The associate did not read me some kind of disclosure and I was supposed to call back. They are refusing to refund the money they took out of my account . The ************************* quoted 10 hours to fix my truck, but car shield would only authorize 4 an a half so I had to have my truck towed to a different location at my expense and they did not want to pay $1,200 for the part and would only authorize $364. So I took a loss on the towing from one dealership to another. Then the parts and labor.Which cost me over $3000? If I have to spend this kind of money, I don't need them. So I canceled the policy on or about april 15. I spoke with customer ********************** May 12th. At 945, then a supervisor called me later on the same day saying they're not going to refund my money because I didn't cancel my policy. And now they're cheating me out of $226.00 monthly payment

  

  Business Response

  Date: 05/12/2025

  Based upon the review of your file, you had stated you would call back on whether you wish to cancel your coverage. There were no calls in April to confirm cancellation. However, as an effort to resolve this matter, CarShield has cancelled your contract, and will refund you one monthly payment back to the card on file. Please allow 5-7 days for processing. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/08/2025

  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 took my vehicle into a authorized repair shop On car Shields list and car shield refused to have it worked on because the repair shop did not give 12 months warranty on labor nowhere in my contract does it state 12 months coverage on labor only for parts I have been paying On my contract for over a year with no late payments whatsoever and now for them to refuse my vehicle to be worked on by the only repair shop that I trust I canceled my contract with car shield I just wanted you to know they're ripping off a disabled veteran and a senior citizen on ****. I think that this company car shield should be shut down and put out of business for the way they treat their customers and how they lie about their coverage for vehicles

  

  Business Response

  Date: 05/12/2025

   

  CarShield will issue a one time payment in the amount of $987.00 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

  Customer Answer

  Date: 05/12/2025

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

• Initial Complaint

  Date:05/08/2025

  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 have been receiving non stop junk mail letters from Car Shield for nearly a year and every one of them is identical to the previous one. I love how they write IMMEDIATE RESPONSE REQUESTED Do they honestly think a customer will jump up and call them?I have done my homework on this company but wont get into what I think of them, read the thousands upon thousands of complaints from current and former customers how ********************** operates. What I find interesting is how and where they got my name, address, the exact year, make and model of the vehicle I drive. Is Car Shield snooping thru DMV records and is that legal? I would rather pay for my own repairs instead of having some Administrator dictate to my dealership how to fix and which parts they can or cannot use or they wont get paid. I will consult with counsel if this harassment continues and determine the legality of their actions and proceed from there.

  

  Business Response

  Date: 05/12/2025

  We have placed you on the do not contact list. Please allow 20 days for our system to update. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:05/08/2025

  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.

  May 7th I took my truck into ******** ********* to have my Radio Display and driver side mirror fixed. This should have been a simple couple of hours fix. Instead I get a call from the service writer at Westside telling me that CarShield said they needed to send an inspector to verify the problem and it would take at least two days before an inspector could be there. This isn't an engine or transmission replacement this is a simple display and mirror **** fix. I called CarShield and they said that the reason for the requirement was that ******** didn't know what the problem was. Meaning Westside couldn't tell them what was wrong! This is a lie. I called Westside and they sent me the claim info with pictures that clearly showed the problem and the parts required to fix the problem. I don't know why a simple fix that should take a few hours is now gonna cost at least three days without my vehicle that I need for work. If you require an inspector to review every simple claim then you need more inspectors!!! This delay required by your company is ridiculous and unnecessary for this level of repairs and this requirement also devalues the contract and I have doubts I will ever renew this contract. Bad business!!!

  

  Business Response

  Date: 05/08/2025

  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 Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim is currently pending inspection review for a verification of failure. 
  
  
  Upon review of your file, it was discovered that your claim was started on 5/7/2025.  Per the reported diagnosis provided by your elected repair facility, there is a failure of the radio unit/module and a failure of a mirror which was reported as damaged. Based upon the reported findings, your Administrator has deemed it necessary for an inspection to occur. A failure will be reviewed for coverage with a verification of failure demonstrated at inspection through a third party. Additionally, there has been no estimate submitted by your repair facility. An estimate will need to be provided to determine your claim costs and your Vehicle Service Contract's liability. Your claim cannot progress forward without an appropriate estimate.

  For more information regarding your claim, please call ***************.

  Customer Answer

  Date: 05/09/2025

  Complaint: 23302782
  
  I have reviewed the business' response and am rejecting it because:
  I called the dealer and they told me that nothing has been requested by Car Sield and in fact the estimate was sent to them in the original claim submission! They sent me the email proving it!! I even called Car Shield claims and confirmed that they are not in fact waiting on an estimate!!!! I don't like dealing with dishonest people and CarShield is full of them. CarShield is using a delay tactic hoping I say s**** it and pay for the claim myself! So far I have a $700 rental car expense plus the cost of the repair that CarShield is gonna have to pay. The rental car cost more than the repair!! How does that make sense? 
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/09/2025

   Mr. ******,
  

  CarShield does not adjudicate the claims and has no control over the time it takes to adjudicate a claim. ******************** is the administrator of your contract and adjudicates your claims. CarShield reaches out to AAS adjusters and they provided us with the information to respond to complaints regarding claims. 
  

  As a courtesy, CarShield reached out to the adjuster again and asked what is needed to verify the cause of failure whether is be an RDI or an inspection. Someone will reach out to you when we hear back from American Auto Shield.
  

  If you wish to reach out to the adjuster of your claim to confirm they in fact did receive the estimate in the meantime, they can be reached at ************. 

  Claims paid without prior authorization will be denied. Please submit your rental invoice for reimbursement. Please reference your contract for rental limits and cost authorizations. 

  Customer Relations

  Customer Answer

  Date: 05/12/2025

  Complaint: 23302782
  
  I have reviewed the business' response and am rejecting it because:
  I can't believe they said that it is not their fault because another company is responsible for the requirements not them. Strange because CarShield and American CarShield are the same company. Does not make sense!! Now they just got my bill for another $500 in rental car expense and cost me a week without my work truck and the cost of repair. For a simple radio. They need to get a common sense injection. 
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/07/2025

  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 signed up for Carshield with the hopes of having protection for my vehicle. I called with concerns after seeing a lot of complaints that they were not covering claims. They reassured me that this was not an issue. This was also a fixed cost coverage so getting a new policy would be at a significant increase due to the mileage and age of the vehicle increasing over time. I am requesting a refund for the amount put in to the contract up to this date. This can be used to obtain a reliable coverage and offset the increase I will now incur for the remaining life of the vehicle. This contract was started in May 2024. I would like the account cancelled after refund has been issued. Thank you.

  

  Business Response

  Date: 05/08/2025

   

  Carshield vehicle service contracts come with a 30 day review period giving our customer ample time to review the contract and cancel with a full refund within those 30 days. CarShield has no contractual obligation to refund any payments after the review period has passed. 

  In an effort to resolve this matter, CarShield will cancel your contract today and refund your last 6 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

  Customer Answer

  Date: 05/09/2025

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

• Initial Complaint

  Date:05/07/2025

  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 *** 4/10/25. The car began to have issues between ***** days of ownership, did not have any initially. Between ***** days it went in for service and needed 6.2k worth of service to maybe fix it at which point Carmax reversed the sale to me and bought it back completely because they did not want to pay and I realized the car was essentially double covered thru Carmax and CarShield. I also did not try to stick CarShield with a claim though I could have. I was pressured into buying this when I called on one when in reality it shouldnt have been bought until after the existing 90 day warranty wore out or truly day 60 to allow for 30 day exclusion period. Regardless I did not use this and the car sale was a bad deal from the get go which is why it was reversed. I should not have been sold This until at least day 60 or at least asked about any existing coverage. Now when I call for refund no one will tell me anything but wait 30 business days and see if you get anything back but you probably wont. *** bought plenty of other warranty's where its prorated cancelation so maybe paid more up front but most on the return, never before so difficult even finding out how much if any refund will be granted. Customer ********************** was very pushy to get me to buy a new warranty on initial cancel call and then once I did very rude and told Me simply to just keep waiting. Granted this shouldnt have been sold to overlap and shouldnt be so difficult to get a refund. Its not even a ton of money but its the principal in how this has been handled from the get go.

  

  Business Response

  Date: 05/08/2025

  Based on the information provided, CarShield will issue a full refund of monies paid into contract(s) ABF5308235 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.  
  Respectfully, 
  Customer Relations. 

  Customer Answer

  Date: 05/09/2025

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

• Initial Complaint

  Date:04/29/2025

  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 March 4, 2025, at Car Shields recommendation, I turned my 2015 Dodge minivan into a garage, ************** in ***************. Gasoline Alley informed me that I would need a new transmission and said they were willing to work with CarShield to get it installed. They said it **** only take a week or so for the repair. Car Shield constantly did not return the calls from Gasoline alley, and I didn't get my car back until March 21st from the repair shop. I tried getting a supervisor to return my call and the people at CarShield told me that a supervisor would not tell me anything different about getting my car repaired and back in our possession. They told me they would only cover a rental for 14 days and I had to pay about $170 out of pocket so I could rent a car longer as they dragged their feet with Gasoline Alley phone calls I want CarShield to pay me for my additional car rental charges or I will not withdraw this complaint. They nickeled and dimes the mehanic and myself thruout the whole process. They wouldn't even pay for the transmission fluid that was needed in the transmission repair !!!! CarShield will not get my recommendation.

  

  Business Response

  Date: 04/30/2025

  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 review you have provided. The claim was reviewed by the Legal Claims Director 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 claim was started on 2/25/25 and authorized on 3/3/25 using the sent in supplied components with a 6 day estimated time of arrival. However, it has been noted that your vehicle was broken down a week prior to the claim start date. Your claim has been authorized for all coverable components and labor times per the terms and exclusions of your contract. Your claim has been authorized for 14 days of rental. Per your contract, 14 days of rental is deemed the maximum rental allowance for transmission replacements. There will be no further authorization as your rental authorization has been met per the terms and conditions of your VSC.
  
  
  Your claim has been authorized for $5591.09 to your repair facility for your repairs,  and $1,037.55 toward your rental authorization. As your claim payout far exceeds what has been paid into your VSC, there will be no further refund due. 

• Initial Complaint

  Date:04/28/2025

  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.

  Carshield has been dragging out the process. My car had stopped working and we had it towed to the dealership. Poor communication because I had to keep calling to find out what the update is. They actually made the dealership tear apart the engine to take pictures thinking I would just cut my losses and give up since the teardown is over $1000. When I was finally approved for a new engine, they are not giving a realistic time frame or number of hours that the dealership would need to replace a used engine and to make sure it will correctly work. The difference in labor is more than the car worth itself. They know this and will try any loophole to not cover what they say they will cover. F

  

  Business Response

  Date: 04/29/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director 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 engine has been authorized for replacement. However, the turbocharge has been denied due to no cause of failure being presented. As stated within your contract, your *** does not provide coverage for recommended repairs that do not present a verifiable/coverable failure. Without both a coverable and verifiable cause of failure, the turbo charger portion of your claim will remain denied.
  
  
  Your claim has been authorized for $6,279.79 to your repair facility for all  verifiable/coverable  labor, parts and fees. As this authorization far exceeds what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/28/2025

  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.

  They won&#**;t cover my car repairs. They charged me to today for my account. They want me to send an additional $189 to pay for repairs for my car and they are still charging me. I would like all of my money refunded to me.

  

  Business Response

  Date: 04/29/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns. 
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your file based on the review you have provided. Your file was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that no official claim has been started.
  
  
  Upon review of your file, it was discovered that your initial breakdown date was reported on 4/28/25. However, in order to open a claim, your repair facility must submit a detailed estimate concurring with a potential diagnosis/cause of failure. Once your coverage is confirmed, your Administrator will review the reported cause of failure, confirm the potential concern and determine if it is a coverable component. If the cause of failure is deemed a coverable component, your claim will be authorized up to the terms and limitations of your contract. If the concern is not deemed a coverable component, you will be responsible for the repair per the terms and exclusions of your Vehicle Service Contract ("VSC").
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is allotted to all CarShield customers. However, if you wish to not proceed with the claims process, CarShield is willing to provide you a refund of twelve monthly payments for contract(s) MRF3834190 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully, 

  Customer Relations 

  Customer Answer

  Date: 04/30/2025

  Please close my complaint.
  

  Customer Answer

  Date: 05/01/2025

  Carshield is saying that it is under legal and they can't do anything for me. 

• Initial Complaint

  Date:04/27/2025

  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 am a 82 year old retired law-enforcement. I purchased car shield at the beginning of this year when my extended warranty had expired. My car is my only means of transportation,and I rely on it to get to doctors appointments. I brought my car in to get serviced and was told I needed a new engine to my shock car shield is only paying $3300 and told me I was responsible for the other $9200 which will put me in distress due to me being retired and on a fixed income I am also driving a rental car right now that is costing me $362 aWeek. I feel they know my age and this company is taking advantage.

  

  Business Response

  Date: 04/28/2025

  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 review you have provided. The claim was reviewed by the Legal Claims Director 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 ("***"). 
  
  
  As stated within your contract, if you cannot provide maintenance records, logs, and/or receipts, your administrator may deny coverage for a breakdown. Breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion are deemed ineligible for coverage per the terms and exclusions of your ***.
  
  
  Upon review of your file, it was discovered that during the claims process, your repair facility provided pictures of technician notes. One image depicts one bank of the engine with the valve cover removed. The notes show the tech advising of sludge and that any work performed to the engine will likely create and issue because of that. The picture showed his comments were accurate as there was heavy varnish, oxidized oil, and sludge present. Upon review of a pulled vehicle history report, the last verifiable oil change was on 9/6/2022 @ ****** miles. Upon request, you could not produce any records to show regular maintenance/oil changes and the condition of the engine indicates regular maintenance has not been performed. However, we will reimburse you $100 a day for 7 days of rental due to the *** maximum of rental services which can be refunded upon the receival of a final invoice delivered to ****************************************************. 
  
  
  CarShield has no contractual obligation to refund you for a lack of vehicle maintenance. However, as an effort to resolve this matter, CarShield will authorize a one time payment of $3,318.60 to you with voided authorization for contract(s) MRF5281091 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: 05/01/2025

  In your response, it states this vehicle was not properly maintained. Please see attached records of scheduled maintenance on this vehicle if you would need anything Else that I did not include, I would be happy to provide additional records. I am hoping that this Will be able to adjust the settlement on this claim thank you.