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:08/05/2025

  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 had my car breakdown on the side of the road. I reached out to a mechanic to have it fixed, and I was told by CarShield to have the mechanic contact the business to get a quote on how much it would be to fix the vehicle. I was told by the mechanic that they denied my claim because my 2006 ***** Trailblazer was too old to have work to perform on it. I find this to be unacceptable as I&#**;ve been paying CarShield all this money to have my car covered and now they are saying that it&#**;s too old to be fixed.

  

  Business Response

  Date: 08/06/2025

  Ms. *****

  The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the VSC.

  Upon initiation of the claim, the repair facility called in and stated that the vehicle had leaking heater hoses - a part not listed for coverage- and that due to continued operation with leaking hoses the vehicle ran low on coolant causing it to overheat and now it needs an engine. A more detailed list of exclusions can be found on the contract we have attached to this response. This was correctly denied as the cause of failure was not under contract.

  However, because you have been a loyal CarShield customer, in an effort to resolve this issue we will offer a one time refund of thirty-six months payment 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: 08/09/2025

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

• Initial Complaint

  Date:08/01/2025

  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 phoned this company (CarShield) on 7/29/25 for an extended warranty coverage quote. After receiving the information I determined it was not appropriate for my needs. The representative would not end the call despite me repeating myself multiple times. I had to hang up because she would not. Since then I receive multiple calls daily from the number ************ which us the number I used to contact CarShield. I currently have the number blocked, but it's extremely unprofessional for a business to constantly phone someone who has stated they have no need for their services.

  

  Business Response

  Date: 08/04/2025

   

  Thank you for bringing  this matter to our attention. 

  We have removed you from our contact list. Please allow 10 days for the system to reset. 

  Customer Relations

  Customer Answer

  Date: 08/04/2025

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

  Customer Answer

  Date: 08/04/2025

  Although the business sent a response stating they would no longer call my number I've received three calls today. The first was at 10:52 and the last was at 4:57.

  Customer Answer

  Date: 08/05/2025

  The number I have received calls from is ************.

  I have not received and calls today (8/5/25) as of 2 pm

   

  Thank you.

   

  

  Business Response

  Date: 08/11/2025

   

   As stated in our response to your previous response, we have removed your contact information from the contact list. 

  We have also blocked the number provided in your complaint so that no one is our company can contact you.  

  Customer Relations

• Initial Complaint

  Date:07/31/2025

  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.

  I want them to tell me what my refund will be if I cancel my contract but they will not tell me the refund amount unless I move forward with canceling my contract. Before I cancel I need to know what the refund will be so I can see if it is worth canceling or not. I want to cancel because I am not satisfied with how I have been treated.

  

  Business Response

  Date: 08/01/2025

  Mr. *****, 

  Cancellation requirements may be found within your contract. In order to adequately calculate your prorated refund, verified mileage must be submitted. I have attached the instructions from your contract down below.

   

  YOU may cancel this CONTRACT by contacting ************************* at ************************************************ in writing and by submitting a request to cancel the CONTRACT and a Federal Odometer Statement or notarized affidavit verifying mileage at the time of request. YOU may cancel this CONTRACT within thirty (30) days of the CONTRACT purchase date, or twenty (20) business days from the date the CONTRACT was mailed to you, whichever is later, if no claim has been made, and receive a full refund of the total CONTRACT purchase price. YOU may cancel this CONTRACT at any other time NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION CALL ************ or ************ ***.SRB.17.DIA.C000.RS.USP.USP.00.v01 Page 17 of 17 (ADIA0002S-0817) and requested by YOU in writing, receive a pro rata refund based upon the total CONTRACT purchase price calculated upon the greater of the days in force or the miles driven compared to the total CONTRACT term, less claims paid and less the cancellation fee of Seventy-Five Dollars ($75.00), subject to state specific information provided in any applicable state-specific variance page to this CONTRACT.

   

  -Customer Relations 

  Customer Answer

  Date: 08/04/2025

  Complaint: 23684042
  
  I have reviewed the business' response and am rejecting it because: I provided the Mileage and have not been given what my refund amount would be if I cancel. I need to know what the refund amount will be before I cancel the contract to see if it is worth canceling or not. I have attached proof of Todays milege ***** miles as of 08/04/2025 and a copy of a service receipt from 07/28/2025 showing mileage 43,894.
  
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 08/05/2025

   

  The prorated refund amount based on your mileage is $143.94.   As a courtesy we will waive the refund fee. 

  Please let us know how you would like to proceed. You can email ******************************* with any additional questions. 

  Customer Relations

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. This all could have been avoided if Carshield would have answered my question when I first asked instead of wasting your and my time.
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/31/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/31/2025

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

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

  -Customer Relations

  Customer Answer

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/30/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/01/2025

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

  Customer Answer

  Date: 08/01/2025

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

• Initial Complaint

  Date:07/30/2025

  Type: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.

  Company: CarShield Contract #: MRF ******* Vehicle: 2013 GMC Yukon XL VIN: ***************** Plan Type: Powertrain Gold with ************* Member Since: September 11, 2020 Complainant Name: ******* ***********-***** Phone: ************ Email: ********************* Complaint Summary:I am filing this complaint against CarShield for wrongful denial of coverage, deceptive contract interpretation, and failure to provide transparent **************** claim involves the wheel hub and wheel bearing on my vehicle, which is directly connected to the axlea component explicitly listed under my Powertrain Gold coverage. CarShield denied the claim, stating that it is a suspension or wear and tear issue, but has failed to provide a specific clause or section of the contract that supports this denial.When I requested written clarification, I was told my dispute was forwarded to the IT department, which has no authority over coverage decisions. This is clearly a misdirection tactic to avoid accountability.Midas, the professional repair facility, confirmed this is not a suspension issue. This is a drivetrain/safety-related repair, and failure to address it puts my life and other motorists at risk.Desired Resolution:I am requesting that CarShield:Reopen and re-evaluate my claim immediately.Provide a written explanation including the exact contract section that excludes coverage for the wheel hub and bearing as part of the axle assembly.Approve the repair or issue a reimbursement if work has already been done.

  

  Business Response

  Date: 07/31/2025

  A member of the ************************************* will be reaching out to you shortly in efforts to resolve this matter. 

  -Customer Relations 

• Initial Complaint

  Date:07/29/2025

  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.

  I have been paying almost $120/month for the past year to Car Shield. Then my transmission started acting up. I took it to one shop (AAMCO) twice, but they couldn't get the truck to produce a "code" so they could figure out what was wrong. So I took it to the **** Dealership. They couldn;t produce a code either but said they know what the problem is - the Lead Frame faiure. They filed with Car Shield who refused to pay without a picture of the problem. So I took the truck home. Finally it was acting up and showing a Check Engine light and we were able to stop at a Auto Zone who got the diagnostic code on 7/19. So I sent the information to Car Shield. It took me 3 tries just to get it to the rigth email address. Lots of phone calls without them really telling me how to submit it. But I finally got it. On 7/23 I talked to them and they said they have all that they needed and I would have an anwer in 24 hours. Never heard back. Called again yesterday 7/28. Took me several calls and being put on hold and getting hung up on before I finally got to a person. He was super rude and said they never got the picture of the code. Which is not true. I want my money back.

  

  Business Response

  Date: 07/31/2025

  A member of the ******************** claims management team has informed CarShield that they will be reaching out shortly to help resolve this matter.

  -Customer Relations

• Initial Complaint

  Date:07/29/2025

  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.

  The radiator and thermostat failed about 3 weeks ago. The claims was covered for the radiator only. Carshield sent an "aftermarket" radiator to the repair shop. The repair shop is in their network. I paid out of pocket for the thermostat, as they stated it was not covered.Sunday, the radiator that you sent failed!!!! It has now caused the additional damages to the cooling system. They are disputing that they are responsible for the additional damages. They elected to have the comparable part sent to the shop instead of using the manufacturer original equipment that was available. That faulty part has now caused damage to the cooling fan. There was no issues with the cooling fan before their selected radiator failed! They are responsible for bringing me back to pre-loss conditions of my cooling system! I should not be paying any additional amounts to the cooling system for required repairs from THEIR failed radiator! In *******, by sending the radiator and paying the indemnity directly to the repair shop, I believe they have created a new contract (Drew ********** which makes them liable for damages from their selection being faulty and causing additional damages. I paid my deductible and non-covered items when the diagnosis was made 3 weeks ago. They granted coverage for the radiator, selected the repair method and I collected the vehicle. Their selected part/selected method failed within 2.5 weeks, and due to the defect from THEIR selected method of repair, I have damage that they are refusing to pay for. I would like them to pay for removal and replacement of the radiator, the cooling fan remove-replacement, and all associated tasks. The entire repair to bring the cooling system back to pre-loss conditions should be covered and paid in full. In addition, their customer service staff will not provide the adjuster's contact info that is making the decision. No determination is provided in writing to the customer.

  Customer Answer

  Date: 07/30/2025

  They are sending a new radiator boy well not cover the additional damages to my vehicle. They are having the repair shop send the defective one back for inspection which child yield them getting credit for the defect!

   

  I will have to pay ******* for the damages that their selected part caused. They have warranted the work and the parts but when it failed and caused more damages, they won't pay for it!!! I can't even open a liability claim for the warranty under the manufacturer because they won't give me the part information and invoice!!!

   

  I have not recovery option if they don't pay for the entire damages from the defective pay from their vendor. They have the option to recovery everything under the warranty for the manufacturer!!!! 

  

  Business Response

  Date: 08/04/2025

   

  The CarShield legal department has reached out to Ms. ****** to resolve this matter. 

  Customer Relations

  Customer Answer

  Date: 08/07/2025

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

• Initial Complaint

  Date:07/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/28/2025

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

  Customer Answer

  Date: 07/29/2025

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

   

• Initial Complaint

  Date:07/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/30/2025

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

  Customer Answer

  Date: 07/31/2025

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