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:10/02/2025

  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: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 had car insurance with CarShield from 8/2023 to 9/2025. I took my car which is a 2012 Ford Fiesta to the Ford dealership for an oil change. They told me my transmission was slipping. I called CarShield to see if the transmission would be covered and they said probably, to have the mechanic send them the diagnosis. It was going to cost $2000 for repair and $2000 for labor. CarShield called them back refusing because of a little plastic part they didn't cover. The dealership couldn't believe it, and neither could I. Anyway, I just want other customers to be aware of the least little thing they won't fix.  The company is not very trustworthy, and I tell all of my friends and family not to give them business. I thank you for your time for hearing me out. 

  

  Business Response

  Date: 10/01/2025

  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").
  The repair facility reported a shudder concern that was
  diagnosed as a dual clutch component failure. Your contract does not cover dry
  clutch components or hydraulic clutch components of any type, and therefore those
  repairs would be your responsibility in accordance with the terms of the
  contract.
  However, as a resolution, CarShield will refund your last 10
  payments upon execution of a Settlement and Release Agreement. If you wish to
  accept this offer, please email [email protected] 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.

  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:

  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

• Initial Complaint

  Date:09/30/2025

  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.

  They are notorious for repeat calling. They have been spam calling for months now and it is ridiculous... It shows the kind of business they are in.

  

  Business Response

  Date: 09/30/2025

  Thank you for bringing this matter to our attention. We have removed you from our call and mailing lists as well as block your number from our internal system. We are sorry to lose you as a potential CarShield Customer. - Customer Relations

  Customer Answer

  Date: 09/30/2025

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

• Initial Complaint

  Date:09/29/2025

  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.

  I purchased a vehicle warranty on 08/22/2025. My initial payment was $219.99, for which I was Immediately charged. I was also charged $219.99 again on 09/19/2025. Over the next month, I started reviewing this company's reputation. I ended up finding out that they were successfully sued for consumer fraud and deceptive practices. As a consumer myself, I didn't feel comfortable continuing to do business with the company after learning of this. So naturally, I canceled my policy on 09/23/2025. When I asked to be reimbursed, I was told by customer service that I was no longer entitled to a refund because I hadn't canceled before 09/21/2025. This, in my opinion, is highly unethical. In the span of 30 days, I was charged a total of $439.98 and received absolutely no services from this company.

  

  Business Response

  Date: 09/29/2025

  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, as a courtesy, we will will refund one monthly payment in the amount of $219.99. We are sorry to lose you as a CarShield Customer. - Customer Relations

  Customer Answer

  Date: 09/30/2025

  Complaint: 23949241
  
  I have reviewed the business' response and am rejecting it because: ************ provided me with no services to justify withholding any part of my refund.  Had I known about the legal and ethical misdeeds of this company before hand, I never would've given them my business.  I didn't receive any goods or services from this company, so I feel it's only fair that my payments be refunded in full.
  
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/30/2025

  As previously stated, accodring to your contract, CarShield has no obligation refund ANY amount after the 30 day grace ******* The remaining payment made of $219.99 has been requested for refund. Allow 5-7 business days for processing. This makes for a complete refund of paid premiums. CarShield considers this matter closed. - Customer Relations

  Customer Answer

  Date: 10/01/2025

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

• Initial Complaint

  Date:09/28/2025

  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.

  Their sales team was deceptive and flat out lied about the coverages that they offer. I specifically asked about the battery coverages for my *****, their representative told me $10,000 per month SPECIFICALLY on the battery. As soon as the deal is closed, of course it was a lie. They include $6,000 YEARLY of battery coverage. YEARLY. This is absolutely unacceptable. Their sales people lie to customers in order to close the deal. Thank god I read the fine print.

  

  Business Response

  Date: 09/29/2025

  Thank you for bringing this matter to our attention. All of our calls are recorded for quality assurance. We will review the sales call and address our staff accordingly. As is the policy for all of our contract, a full refund is available upon cancellation within 30 days of the initiation of the contract. We can confirmed that your refund is processing, please allow 5-7 business days for completion. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:09/27/2025

  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.

  Car Shield did not pay all of the amount the *************** stated it would cover under the this contact. I called them numerous time and each time I got a different person and a different amount for what they would pay. This company does not stand by their ********** contact acct. Number MRF ******* this for Car Shield. This problem stated on 8-13-2025 Car Shield also took a while sending a adjust to evaluate the problem. My rent car time expired before I could get my vehicle fixed. I spent over $2,400.00 on repairs and car rental.

  

  Business Response

  Date: 10/01/2025

  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").
  Your vehicle was towed into the repair facility, and the claim was started on 8/13 with transmission and anti-lock braking system concerns. An inspection was set up same day. These concerns were verified, and coverage was applied, with the claim getting authorized on 8/25 and supplied parts being sent to the repair facility.
  There are no changes to be made on this claim, and no additional amount will be authorized. However, in effort to resolve this matter as you have been a long-time customer, please send us your paid rental invoice to ******************************* to review for potential reimbursement options. Please be sure to include your contract number for faster processing. We look forward to hearing from you.  -Customer Relations

  Customer Answer

  Date: 10/04/2025

  Complaint: 23942171
  
  I have reviewed the business' response and am rejecting it because:
  
  The company(Car Shield) stated that the parts that was torn up was covered under this diamond package that I am paying to have. . Also the part that Car Shield paid to have replaced is said to be warranted for 12 months (Transmission) ordered through *********** I can't

  seem to get any paper work on the part that *************** replaced. *********************** Macon GA. phone ************. I have called Car Shield several time in reference to this matter but, to no avail was I able to get the paper work that

  I requested. The order number Auto nation A *********. Thank you in advance to looking into this matter. I don't mean to waste any time.

  '
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/07/2025

   

  Your contract administrator ******************** can help you with parts warranties through Auto Nation.  Please contact them at ************.  As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

  
  

• Initial Complaint

  Date:09/26/2025

  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.

  After years of them calling to try to get me to buy their insurance, I purchased a contract for my 2012 ************* SLK 350. I haven't owned the car for over a month and I canceled my policy but they relentlessly call me three and four times a day even after being asked to be removed from the do not call list to try to sell me insurance. I have a brand new car and I don't need car shield I only needed it for my ******** that was a 2012. They are also trying to charge me for a contract I canceled a month ago and I'm getting ready to obtain an attorney if I can't get some resolution. They called me 17 times today! 17! It's bordering on abuse!

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this matter to our attention. We have placed you on our do not contact list as well as blocking your phone number from our internal system. We are sorry to lose you as a CarShield customer. - Customer Relations