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:11/07/2025

  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.

  Ive been using CarShield over the past few years this is the second contract Ive had with them, Ive had serval people and companies tell there not the best warranty company to deal with and I understand why its always a hassle to deal with them trying to cancel the warranty contract and trying to get any type of refund for never using the service they always try to give you run around on why they wont let you cancel try to get you to buy another contract or transfer it buyers beware

  

  Business Response

  Date: 11/07/2025

  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 to you we will issue a one-time refund of 2 monthly payments along with immediate cancelation of contract  MRF5402158. Please allow 5-7 business days for refund processing. We are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 11/10/2025

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

  its still bs that yall only given me two months back havent seen anything about refund 

• Initial Complaint

  Date:11/03/2025

  Type:Customer Service 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.

  Over the last two business days - October 31 and November 3 -, we've received 20 calls to our phone number ************ (see attached screenshots) from CarShield asking for a customer name **** who drives a *******. We've received many additional calls prior to those. Today's calls began at 5:50am our local time -- we have lived in California for three years. Each time we tell the CarShield representative that this number (which has belonged to us for over 20 years) does not belong to anyone named **** and have asked them to remove us from their list. The reps say they will do so, but the calls continue. We went to the CarShield customer service page and selected the "Opt Out" page, but the instructions indicate that a customer number is required to Opt Out, so we cannot Opt Out or request other assistance - since we are not, nor ever have been, CarShield customers.
  As you can see from the attached records, the calls are in many cases identified as coming from "CarShield".
  We would like assurances from CarShield that our number has been removed from their system and that we will never be contacted by them again -- and would like detailed instructions regarding who to contact if calls continue.
  Thanks in advance for your assistance and please let us know if any further information is required.

  

  Business Response

  Date: 11/05/2025

   

  CarShield has added the phone number provided to our do not contact list.   We have also blocked your number so that no one in our company can contact you. 

  We do apologize for any inconvenience. 

  Customer Relations

  Customer Answer

  Date: 11/05/2025

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

• Initial Complaint

  Date:10/31/2025

  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.

  On April 24, 2025, I signed up for a CarShield Platinum Plan after clearly explaining to the representative that I only service my vehiclea **********at official ********** dealerships. I was explicitly told that my warranty and repair services would be fully covered at any ********** service center.On October 31, 2025, I brought my vehicle to the ********** dealership for a needed repair. The dealership informed me that they do not do business with CarShield due to multiple ongoing issues, specifically:CarShield rarely covers the services that are needed.When they do, CarShield requires the dealership to use aftermarket or used parts, which is unacceptable for manufacturer-certified repairs.Following this, I called CarShield to report my experience and request support. I was told a supervisor would call me back within 24 hoursbut instead, I was abruptly hung up on, and no one has followed up ******** date, I have paid $1,120 to CarShield for a service plan that has not provided any of the coverage or support promised at the time of sale. The repair I needed, which should have been covered, has now cost me over $2,000 out of pocket.This company misrepresented their coverage, failed to deliver on their contractual obligations, and provided extremely poor customer service. I am requesting a full refund of the payments I have made to CarShield and termination of my policy without penalty.I also want to warn other consumers to exercise caution before purchasing any coverage from CarShield, as my experience has been both costly and frustrating.Amount Paid: $1,120 Amount Lost: $2,000+Desired Resolution: Full refund of payments and cancellation of policy without penalty.

  

  Business Response

  Date: 11/03/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  CarShield reached out to your contract administrator ******************** and neither company has record of a claim being started on your behalf.  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  There is nothing that CarShield or AAS can do to force any repair facility to work with you. If you need assistance locating a repair facility that will has worked with CarShield coverage in the past, please contact our customer service department. 

  If you wish to cancel your contract, we will issue a full refund with a signed Settlement Agreement. . If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.  Please be sure to add your contract number for faster processing. 

  Customer Relations

  Customer Answer

  Date: 11/07/2025

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

• Initial Complaint

  Date:10/31/2025

  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 have been harassed by this company and their surnames for years on the same 2011 ****** vehicle which has never broken down on me. I have called these people, wrote these people, emailed these people to leave me alone. I told them to take my name off their mailing list, phone list and email list and they have refused. They have followed me for years. I have/had so many letters from that company! The harassment has caused me anxiety and stress everytime I recieved these letters, calls, and emails. I want to file a complaint and charge them with harassment. Please. I had to tell them I died, the car blew up, I sold the car, the car was stolen and they still continued to harass where ever I move. I've moved four times they have continued to send these letters, warning me how I am about to run out of time excepting their warranty service. Please help me get rid of them. Also, help me to sue them. Stressing and causing anxiety. I really despise those people.

  

  Business Response

  Date: 10/31/2025

   

  Please send a copy of the mailer you received so we can remove you by the customer id in the top left corner. 

  We have blocked the phone number and email address. 

  CarShield is the biggest provider of vehicle service contracts in the ** and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. CarShield never cold calls potential clients to sell vehicle service plans. CarShield only contacts people who have called us directly or made an internet inquiry, thereby submitting their contact information.

  Customer Relations

• Initial Complaint

  Date:10/30/2025

  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.

  I initiated a claim with CarShield for a transmission replacement, which was approved by CarShield as a covered breakdown. My complaint is CarShield is denying my request to cover the cost for programming my transmission despite the transmission being a covered breakdown AND the programming of the transmission being a covered cost according to my contract.The transmission required programming at installation, however, CarShield only paid for 1-hour of programming which they claim was a "courtesy," citing that programming is not a covered expense. However, on the third page of my Declarations Page (page #5), it clearly states that programming is excluded "UNLESS required as a result of a COVERED BREAKDOWN." Since the transmission replacement was a covered breakdown, the cost for transmission replacement is a covered cost according to my contract.Chain of events:Tuesday, October 28th - I spoke to ******** ************ and they informed me of the programming cost that CarShield partially paid.Thursday, October 30th @ 8:10am - spoke to CarShield who claimed the repair shop was overcharging me and attempting to submit additional charges, but the programming was a covered repair cost.Thursday, October 30th @8:16am - called ******** Auto and they said it was CarShield that was creating confusion, stating CarShield informed the auto shop that they had a limit of 1-hour allowance for transmission programming.Thursday, October 30th @ 8:31am - spoke to ***** at CarShield who said transmission programming isn't a covered cost despite me quoting the clause in the contract which clearly states programming is a covered cost if required as a result of a covered breakdown.

  

  Business Response

  Date: 11/04/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim was correctly adjudicated.  Your claim was authorized for the most cost effective part which was shipped to your repair facility for repair and verified labor per the terms of the contract. Per the nationally recognized labor guide for this repair the remove and replace labor time includes both programming and flushing cooler lines.  The claim was authorized for remove and replace time of 9.1 hours. 1 hour for diagnosis and 1 hour additional for programming and per the labor guide only 8.9 hours were required so the contract overpaid labor. That authorization would stand but there would be no further changes made to the claim. The repair facility charges of $350 for programming would be considered a labor pricing mark up and you would be responsible for the non covered labor charge that is not verifiable time under the contract.

  Since the authorized amount of the claim is more than the amount paid into the contract, there is no refund due. 

  Customer Relations

  Customer Answer

  Date: 11/08/2025

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

• Initial Complaint

  Date:10/30/2025

  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 fraudulently denied my claim and has not honored my request for binding arbitration as Arizona for the venue. Every time I have requested this in writing or by phone my request gets sent to claim review escalation with them giving me the same unfounded denial of my claim. I want an independent arbitrator to determine the validity of my claim as is my right according to the signed contract.

  

  Business Response

  Date: 10/31/2025

   

  CarShield is not the correct party with which to request arbitration.  Please see your contract for the proper procedure for filing a dispute regarding your claim decision.

  Customer Relations

• Initial Complaint

  Date:10/30/2025

  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.

  I used to have a warranty with CarShield with an older vehicle of mine. I got a new truck and ended up cancelling my policy with them. Since then, they have been calling me to try to sign me up again with the truck I no longer own. I would like to be added to the do not call list.

  

  Business Response

  Date: 10/30/2025

   

  We have added your information to our do not contact list and blocked your phone number and email from contact.  Please allow 10 days for the changes to take effect.

  Customer Relations

• Initial Complaint

  Date:10/29/2025

  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.

  Requesting full reimbursement for rental while my vehicle is in the shop. Claims for both contracts were open and I was advised that I could set up rental under both contracts for 7 days each. Contract limits were discussed but I was never advised on any fees that would not be covered or considered. I added collision damage waiver since the damage was not related to an accident and I was not using my insurance policy while in the rental. I made several calls to confirm rental set up before actually setting up the rental. I read my contract as well. My contract advised that there was an option to have Carshield set up the rental or I could set up the rental. When I asked them to set it up I was told that is not an option as it changed in May. Spoke with a Supervisor about this as well. I was not notified of any changes to my contract. I asked very specific questions so that I could make informed decisions. I had 2 representatives on 10/27/25 ( ****** who was messaging the reimbursement team) tell me that rental would be paid for both because it took a week or more for the inspection. I just needed to submit my drivers license to clear up an issue with my name. Once the inspection was complete I called before I decided to keep the rental another week and was advised to proceed. I was also advised not to start a second reservation so that I did not have to pay 2 deposits. So I just extended. If it was not covered why was I not told that during that call? I would not have gotten the 2nd rental. Now I am $1290.00 in rental plus ride share fees and being told today I cant get all of my money back. I wont even mention the people who have hung up in my face during this ordeal.

  Customer Answer

  Date: 10/31/2025

  I spoke with **** with Carshield (manager) on yesterday who confirmed that I will be paid for 7 days per policy, for a total of 14 days. I am still seeking payment for the Collision Damage Waiver as I was not advised that it was not covered after reviewing my contract and making several calls to Carshield to discuss rental set up and reimbursement.

   

  Thank you,

  ******* ******** Wilson 

  

  Business Response

  Date: 11/03/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract,the Specialist determined your claim was correctly adjudicated. Your first claim ******* for radio replacement was denied due to a pre existing concern, but 7 days of rental were authorized to reimburse you $400.89. Your second claim ******* was authorized for repairs of differential gaskets as well as engine mounts. That claim had additional rental and ride share reimbursements to you in the amount $343.62 and $56.76. Total amount of reimbursement to the contract holder $801.27 which is correct per terms of the contract.

  At this point, both claims have been adjudicated correctly and rental has already been paid.  There is no further reimbursement due. 

  Customer Relations

  Customer Answer

  Date: 11/03/2025

  Complaint: 24081859
  
  I have reviewed the business' response and am rejecting it because: I appreciate and accept the 800 and something dollars. But I am also requesting full reimbursement for money I spent on rental related fees. I was not provided all of the information required to make an informed decision. Their practices are deceptive and borderline dishonest. They keep mentioning that the radio was denied due to preexisting issue. That is fine because as I have stated multiple times I did not initiate a claim for the radio. It was for my sunroof which they deceptively leave out of every communication and written notice that I have requested. And also for a noise that I had not heard before. Thats what I reported to Carshield and the shop. The repair facility contacted me on 10/01/25 to let me know what he had already submitted to Carshield and that Carshield opened claims on both contracts. By that time an inspect was already scheduled and pending. I played no part in the radio being added. It is also a slap in the face that they continue to mention that instead of the facts about the whole situation. Everything was submitted and reviewed. They decided to cover some things. I approved for the shop to repair what Carshield agreed to repair. I have called several times and spoken with several people with this company. And it is like a box of chocolates - you never know what youre going to get. I am usually 20 minutes into the call before they realize that I have 2 claims and 2 policies. I am not allowed any of the inspection or repair documents sent on my behalf to Carshield, from the shop. I am not allowed to see what the appraiser took photos of. I was and still am concerned about my sunroof, the noise and recovering the full amount paid for rental. I purchased the contracts based on the fact that everything not covered is listed or would be disclosed (especially related to rental or anything eligible for reimbursement) in the contract and based on the option of having Carshield set up rental if I ever needed them to do so. That also eliminates the possibility of setting up rentals with fees that are not covered. I had to find out that the option for Carshield to set up rental ended in May of this year, but no one notified me it had changed. I found that out when I set up the claim. I know these things now but way too late. That being said, I am still requesting the additional $374.85 spent while I was I the rental.
  
  
  
  Sincerely,
  
  ******* Baulkmon ******

  

  Business Response

  Date: 11/06/2025

   

  As stated in our previous response, you have been reimbursed to your contract's liability. 

  CarShield will issue a one time payments in the amount of $374.88 with a signed Settlement Agreement and cancellation of both contracts. As a resolution, CarShield will refund your payments in full 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.  Please be sure to add your contract number for faster processing. 

  Customer Relations

  Customer Answer

  Date: 11/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I will accept the opportunity to review your settlement agreement and advise if I will sign it.
   
  Sincerely,
  
  ******* Baulkmon ******

• Initial Complaint

  Date:10/29/2025

  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.

  My information was sold to this company without my consent. The opt out link for this company does not work, therefore I'm not able to remove my address or information from their marketing list. I want my information including name, address, vehicle information and any other data associated with me removed immediately.

  

  Business Response

  Date: 10/30/2025

   

  We have removed your information from our contact list by blocked your phone number, email and mailing address.  Please allow ***************************************** our system. 

  Customer Relations

  
  

  Customer Answer

  Date: 10/30/2025

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

• Initial Complaint

  Date:10/28/2025

  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 purchased CarShield in 2020 *** had it and paid on time all this time and now they dont wanna pay for parts for my car thats been in the shop for 3 wks now.. they are scamming people! They dont tell you the bad part when they getting you sign up

  

  Business Response

  Date: 10/29/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim was correct for a/c compressor concern and liability has been met. The claim is still ongoing for a/c condenser concern. That claim was started with the 1st repair facility on 10/2/2025 where compressor and condenser were diagnosed as failed components of the a/c system.  An inspection verified failure of the compressor with metal contamination in the system.  A compressor was ordered from vendor and shipped to the repair facility to complete the repair.

  On 10/14/2025, you elected to move the vehicle to a repair facility in an effort to avoid out of pocket costs. On 10/15/2025, your repair facility was paid for diagnosis time labor time for flush time  and evacuate and recharge of the system and labor to install compressor.  The 2nd repair facility noted on 10/28/2025, that the compressor was loosely assembled and the system was not recharged in accordance with a proper repair from 1st RF. Any type of damage caused by an improper prior repair would be the liability of the repair facility and not the contract. On 10/28/2025, you advised AAS you vehicle was being moved back to 1st RF to complete repairs. 

  Contract liability has been met for the compressor repair with repair facility and the vendor already paid for this repair and condenser concern is pending. Your claim is currently on going and has been noted for movement and there will be no offers made until a final adjudication is in place. If you have any additional questions regarding your claim, please contact AAS directly 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