Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2025

  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.

  Car Shield stated my cooling system was a normal wear and tear from use and did not honor warrant agreement that had been paid for years causing me to pay $750 for repair.

  

  Business Response

  Date: 07/29/2025

  Mr. ******************************** provides a wide variety of coverage for many of your vehicle service contract repair needs. However, items such as the thermostat are not listed for coverage and would not be eligible for the claims process. All parts, labor, fees, and taxes associated with this concern would be considered your responsibility per the terms and exclusions of your contract. A more extensive list of terms and exclusions may be located within section "GENERAL EXCLUSIONS" within your contract.
  
  
  However, in efforts to resolve this matter, Carshield is willing to provide a one time refund of sixteen monthly payments for contract(s) MRF4101192 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 
  -Customer Relations 

• Initial Complaint

  Date:07/26/2025

  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.

  07/08/2025. $1;123.96 Refused pay proper amount listed in contract Want money-back on amount they should have paid No they have not resolved and this is not the first time that this happened

  

  Business Response

  Date: 07/29/2025

  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 claim for air conditioning compressor and condenser hose, which is a combination metal and rubber line, was correctly denied in a pre-claim as the parts are not listed for coverage. We see that you have had $3998.99 paid out in previous claims on this contract. However, in appreciation of your being a loyal customer, ********************** will issue a one time payment in the amount of $1123.96 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: 08/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. However, I don't want my current contract cancel at this time. Please contact me at ************ before issuing in form of refund. You may also send me a email at ******************* with any questions and advising me of understanding my request. 
   
  Sincerely,
  
  ********** **********

• Initial Complaint

  Date:07/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield calls my phone ************ every day I have asked them several times to stop calling my phone ************ I am registered with DO NOT call registry so they are breaking that

  

  Business Response

  Date: 07/25/2025

  CarShield has removed you from our call list. We are sorry to lose you as a CarShield Customer. 

  -Customer Relations

  Customer Answer

  Date: 07/28/2025

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

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company to temporarily postpone an auto payment as it would effect my mortgage payment. I informed them that I could pay it the following week. They drafted it anyways. When I called to complain they said because I didn't give them a different account to draft from, my arrangement wasn't complete. I was never told by the person I spoke with that I had to give that specific info at the time of my call. I was only told that I would recieve calls from the company between now and then to which I said was fine. When asking to speak to a manager or supervisor I was denied and told they would forward my information and I should hear from them in ***** hrs. They will not reverse the charges.

  

  Business Response

  Date: 07/28/2025

  A member of the CarShield legal department has attempted to reach out to in efforts to resolve this matter. Please call the number left in your voicemail at your earliest convenience. 

  -Customer Relations 

• Initial Complaint

  Date:07/25/2025

  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.

  Complaint is against car shield and their refusal to cover a major component that is listed under the covered parts section of my platinum coverage. Furthermore they have a prior claim that is still considered open preventing me from filing a new claim. This is being used as an attempt to stole and prevent me from getting repairs done on my truck that is clearly covered under the stated coverage of my warranty policy

  

  Business Response

  Date: 07/29/2025

  Mr. *******,

  Please advise that you are now able to open a claim, and your previous claim is officially closed. If you are experiencing a mechanical breakdown, please contact the ******************** claims department **************.

  -Customer Relations

  Customer Answer

  Date: 07/30/2025

  Complaint: 23652168
  
  I have reviewed the business' response and am rejecting it because:
  every time I call and speak to claims assistance they tell me that the problem with the open claim has been resolved. They also tell me that we can now file a new claim. However, for the third consecutive day my mechanic has tried to file a claim and it keeps saying there's an open claim and they cannot open a new one. when they ask what the claim number is it turns out to be something other than the one prior that they said was open. I have not had a claim with Garfield since April of this year. It seems to me that there is something deceptive going on because they are not handling the problem I am a platinum customer and my ********************** payments are made on time. there appears to be some sort of problem with them wanting to allow my claim to go through I feel like there's something deceptive being done and I wanna get my truck fixed I'd rather not have to go any further than the Better Business Bureau. Can you please help because these people are not acting in good faith
  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/31/2025

  A member of the CarShield legal department has reached out to Mr. ******* in efforts to resolve this matter and both parties have come to an amicable solution. 

  -Customer Relations

  Customer Answer

  Date: 08/12/2025

  on August 4, 2025 car shield also known as auto shield sent a third-party inspector out to inspect my vehicle. They took pictures and confirmed that in fact I did have a problem with my rack and pinion and that the repair which is warranty covered A report would be submitted to auto shield. Three days later while continuing to wait auto shield requested more photos And had sent an inspector out again on Friday, August 8, 2025. The inspector took more photos and again insisted that this was going to be a repair that needed to be done and it is under warranty. However as of today auto shield states that they still have not received a report from the inspector. My vehicle has been sitting in the shop for three weeks and one day And has yet to get auto shield approval on an item that is Warrantied And I feel that the third-party inspector or management for auto shield is committing collusion or deceptive practices in preventing The repair shop to get the work done on my truck. I don't know what else to do other than look at legal action or put in another call to the *********************. Please can you do something on my behalf to get them to move forward with my claim which is a covered claim under my Platinum warranty.

  **** St. Clair

  Tuesday Aug 12th,  2025

  

  Business Response

  Date: 08/13/2025

   

  ******************** has informed us you spoke with your adjuster yesterday and this matter has been resolved. 

  Customer Relations

• Initial Complaint

  Date:07/24/2025

  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.

  Called in to get a quote was told that it was no problem for them to email me a quote. She just had to transfer meto the sales *** to do so the sales ***. ****** harassed me and started attempting to look up my address by using my name and if these addresses were my home address Almost like they were stalking me I truly was interested in buying coverage, but I am not the type of person to buy it on the first call but now would neverdo business with CarShield based on how much he harassed me over the phone and then even after hanging up, proceeded to recall my phone an four times in a row until I had to block his numberagain. The worst part was him thinking he was intimidating me by acting like he was searching my address online and asking me about a bunch of different addresses asking if they were my address. Unacceptable for a business to let its employees act like that I requested to be on the do not call list and do not want a call ever again from car shield.

  

  Business Response

  Date: 07/25/2025

  Mr. *****,

  Thank you for bringing this matter to our attention. CarShield will review the calls you have referenced within your complaint. We have removed you from our calling list.

  -Customer Relations

• Initial Complaint

  Date:07/24/2025

  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.

  My ex-husband bought me a 2016 Buick Lacrosse and the rack and pinion went out on it. So he has been paying H31**34363234333237**H since 2020 for their services. I took my car to the mechanic and they can&#**;t a part for my car. The mechanic has had my car for 2 months. I want H31**34363234333237**H to pay for the repairs to my car.

  

  Business Response

  Date: 07/25/2025

  Ms. ******, 
  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"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized and ******************** acquired a vendor part for your repair. However, once your repair facility installed the  part, they noted it did not program. The supplier contends that this part does not require programming. However, the supplier stated that they would refund for the part once it has been received. The supplier has still not received the component. In order to progress your claim forward, the repair facility would need to return the supplier part so that your Administrator may be reimbursed and review the repair facility component for coverage for your claim. If your repair facility has further questions on how to return a supplier part, please have them contact the ******************** claims department at **************. 

  -Customer Relations 

• Initial Complaint

  Date:07/24/2025

  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.

  They tell you one thing and do something totally different, I told them I wanted my engine, transmission and suspension covered and they failed to do after over a year of me paying every month and I told them if them to listen to recorded phone call and send recording to me and they said it couldn't be done without a lawyer

  

  Business Response

  Date: 07/30/2025

  Mr. ***************************************** requested that the Administrator of your *************** Contract examine your attempts to initiate a claim based on the correspondence you have provided. The call was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your pre-claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC"). 
  
  
  CarShield provides a wide variety of coverage for many of your vehicle repair needs. However, the control arm is not a component listed for coverage within your contract, and would not be eligible for coverage. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  Moreover, your initial sales call was reviewed for quality assurance. You were initially offered a platinum contract but elected to acquire your current contract due to a lower monthly payment. The difference between both levels of coverage were explained in length, and you were also informed that suspension components would not be included in the Gold contract.
  
  
  Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of five monthly payments for contract(s) MRF5077468 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature.
  -Customer Relations.

• Initial Complaint

  Date:07/24/2025

  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.

  My vehicle is a 2015 ****** RAV4 with about ******, never have any issues, always have my services done at the same location, one day vehicle broke down, call carshield they made stay out there for 3 hours for a tow truck to take me to a shop, now my vehicle is at the shop for about a month now, they are not doing nothing about it.

  

  Business Response

  Date: 07/25/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  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"). 
  
  
  Upon review of your file, it was discovered that your repair facility advised that the coolant hose was leaking and vehicle showed up with no coolant. Rubber hoses are excluded from coverage on the contract and subsequent failures caused by an uncoverable component would also be denied. 
  
  
  However, in efforts to resolve this matter, CarShield is willing to provide a refund of twenty four monthly payments for contract(s) MRF3850169 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 
  -Customer Relations

• Initial Complaint

  Date:07/24/2025

  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 **** ******. I am a senior citizen. I am disabled. I have been a member with CarShield over two years.Last year in 2024, there was a problem with my car. I ***orted it to CarShield and they sent me to a repair shop to get a claim started. The repair shop kept my car for a few days and claimed they repaired it. A few months later, the problem occurred again. I informed CarShield and again they sent me back to the same repair shop again. CarShield refused to pay for repairs. They said the problem didn&#**;t come under my contract.The problem continued and H31**34363234333237**H continued to refuse to pay for repairs. Months later as the problem became worse with the "check engine" light on, again I informed CarShield and they sent me to a different repair shop and got the diagnostics. Then they told me that I must take my car back to the original repair shop because they are responsible for all repairs. The CarShield *** told me that the original repair shop must repair my car because they never repaired my car in the first place. After all of the back and forth with the repair shops and the lies, I am very annoyed. I feel deceived because I now realize this is a vicious scam. Please help me to get my money back from these scammers. They have been getting my money every month for years. Also, the owner at the repair shop spoke very nasty and insulting to me. They appeared to be working together.

  

  Business Response

  Date: 07/25/2025

  Ms. ******,
  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"). 
  
  
  Upon review of your file, it was discovered that your claim was correctly authorized back on 4/19/2024 by  covering both the dipstick and the number one cylinder deactivation solenoid. Repairs were completed and repair facility was paid. Moreover, the repair facility appears to have both a 24 month/24,000 warranty for both parts and labor.
  On 6/26/2025, a different repair facility advised that they were looking to change all four of the solenoids. This repair facility  is advised that one of the solenoids is under warranty and would not be coverable on a new claim and that warranty for the covered one would have to happen at the original repair facility. The claim did not move forward as the repair facility's service adjustor stated they will not tear down the vehicle further to determine which one(s) has/have failed.
  
  On 7/8/2025, another repair facility calls in asking for two solenoids but never specifies which ones have failed. The repair facility also requested a replacement of a brake system component that was not eligible for coverage. The repair facility was advised of the warranty and that the vehicle would need to return to the initial shop to address the solenoid failure prior to any further authorization. This claim initiation did not progress forward. 
  
  
  As stated within your VSC, if a breakdown is covered by a manufacturers warranty, repairers guarantee, or any other service contract, or insurance policy of any type, such coverage(s) shall be primary and coverage under this contract shall be secondary.
  
  
  However, if you wish not to move forward with this repair at the initial repair facility, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4198396 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