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:09/24/2025

  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.

  Expressing my dissatisfaction with how my warranty claim has been handled for my 2015 Jeep Cherokee, coverage began 6/7/25; ****** miles. Coverage was approved but overall process has been rigid, lacking discretion, leaving me burdened with unnecessary costs & without transportation.Deductible Confusion: My contract states a $1000 deductible for the initial term, with subsequent renewals at $250 except for certain replacements. Yet, I was told my deductible was $1000 & then informed my out-of-pocket cost would total $1,757.07 due to differences in labor hours & deductible interpretation-creates distrust in your coverage promises. Rental Car Limitation: My coverage included a 7-day rental, which I utilized from 9/159/22/25. However, when the part was placed on backorder with no clear resolution date, I requested an extension or courtesy accommodation. CarShield flatly refused, citing policy, despite the fact that the lack of timely repair was entirely outside of my control. Even when I requested consideration for the additional day charged by Enterprise (due to unclear return timing), the claim was denied.Lack of Flexibility: CarShields handling of my case has been rigid and dismissive. Your representatives relied solely on the employee handbook without exercising discretion. This is not acceptable for a customer-oriented business that advertises peace of mind and coverage support.What makes this situation especially concerning is that this vehicle, while a 2015 model, was purchased in near-new condition in March 2025 with only ~****** miles, and now has just under ****** miles. For such a major repair to be required at this stage is unusual and merits consideration on a case-by-case basis.I urge CarShield to re-evaluate my case with ***********************

  

  Business Response

  Date: 09/26/2025

  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 the claim was adjudicated correctly. Per review your claim has been authorized in the amount of $2,955.57 for the contract liability using the most cost effective parts and verified labor for the transfer case concern. Your contract would not have liability for repair facility's part and labor pricing mark *** and any rental needed for delays caused by the repair facility's part availability. 

  Your contract liability for repairs and rental have been met and your claim will be paid when ******************** receives a signed, final invoice at the completion of the repair from your repair facility.  

  As a resolution, CarShield offers to issue a one time payment to you in the amount of $2,955.57 with a signed Settlement Agreement. This payment to you would void the authorization to the repair facility. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 10/06/2025

  Carshield/American auto reached out to repair shop and discovered the repair shop wrongfully quoted me for a service and the out-of-pocket expenses were reduced as a result of the incorrect repair quote. 

  

  Business Response

  Date: 10/07/2025

   

  We are happy to hear your out of pocket costs were reduced.  Please contact American Auto Shield with any additional questions regarding your claim. 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:09/24/2025

  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 bought a used Tahoe in June, I cashed in a retirement account to get it, it drove great I even took a cross country trip for the summer, till September 12 then transmission issues the day I bought it I also bought a car shield warranty I never expected an issue but wanted to be prepared as this was all my money. They are making me jump through hoops. The want maintenance records for before I bought it and I would not have them but I got a Carfax report that shows meticulous maintenance then they wanted a receipt from an oil change I got a couple of weeks ago and a receipt for emissions test I got to register it neither of which have anything to do with a transmission. A man named ****** with car shield told me that that Tahoe model year is known for transmission issues, but they do not want to cover it. I bought the warranty in good faith to protect myself and they are acting in bad faith. I already have a contract with them on two other vehicles I even recomend them to people but this is my first real claim and they will not even callme. I need help.

  

  Business Response

  Date: 09/26/2025

  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 the claim was adjudicated correctly and within a timely manner.
  As there were no delay times longer than the typical 48 hours and the claim has been authorized in the amount of $4,065.51, no changes will be made. The authorized amount can be paid to the repair facility upon receipt of a signed final invoice. As an alternative, we will offer you a one-time payment in the amount of the authorization with a VOIDED AUTHORIZATION upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations

  Customer Answer

  Date: 10/06/2025

  settled it just took so long it caused hardship but thank you

• Initial Complaint

  Date:09/23/2025

  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.

  CarShield is the worst. They sign you up for a policy... They say you have to wait ****************************************************************** case you need 2 call within 30 days to cancel. When you call 2 cancel ur told fine... cool... policy cancelled. Sorry 2 see u go. Then the next month money is taken from ur account... but you didn't notice it.Then the next month... again payment taken but this time it overdrew *********** call ********************** only to have them tell you this time... Oh I'm sorry. All cancellations have to be done in writing but only to this email address that is undeliverable. So sorry if you have a loved one fighting something like cancer who may need treatment but now can't get it because we've overdrawn their account so now you can't afford it. So sorry if you have other automobile issue that prevent you from earning your income... So sorry if we keep taking ur money even tho you cancelled... & we're gonna keep on doing it because the only way you can cancel is by email to an undeliverable email address.Oh but you can also send it via ground mail... Of course we'll claim mail never delivered it so we won't have to cancel. And so sorry that your phone records show that you've called us more than 20 times in the past 2 months to cancel & get refund but as long as we claim we didn't get notice... We can keep ripping you off. Sorry... Hope your loved one survives.

  

  Business Response

  Date: 09/25/2025

  Thank you for bringing this matter to our attention. We are sorry for any issues you experienced in payment processing. We can confirm that your contract is cancelled as of 9/24/25. According to your account, a refunded of $72.95 is being sent to you via check. The remainder of the premiums paid into your contract, $145.90 will be refunded back to your card as a courtesy to you. Please allow 5-7 days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:09/23/2025

  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.

  Complaint Against CarShield Mishandled Claim and Misrepresentation My vehicle had a thermostat issue covered under my CarShield contract. I first brought it to *********************************, but the problem persisted after several visits. ********** advised me to take it to a **** dealership.Before doing so, I called CarShield and was explicitly assured that the diagnostic fee and repair would be covered, and no additional deductible would apply since this was the same issue. Following their instructions, I went to the **** dealership, where the problem was again diagnosed as the thermostat.CarShield then refused to cover the diagnostic fee or repair, claiming they had already paid once. This left me with out-of-pocket costs and my car held at the dealership.Resolution Sought:Reimburse the **** dealership diagnostic fee.Continue repairing the thermostat issue until fully resolved, to avoid abnormal engine operation and larger repair ******** held accountable for misleading assurances that contradict their written contract.

  

  Business Response

  Date: 09/25/2025

  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").
  Upon review of the claim, the repair facility replaced the thermostat and housing to correct concerns with repairs being completed on 2/19/25. On 7/1/2025 the second repair facility called to start claim for same thermostat concern and were advised the vehicle would have to go back to prior facility under the 12/12 warranty provided they provided which had not elapsed by time or mileage. We reference the General Exclusions section of your contract on page 5, which state repairs resulting from improper or incomplete prior repairs or diagnostic are not covered by the contract. A dispute over the cost of a second repair would be between vehicle owner and prior repair facility who would be liable for 12/12 warranty.
   Furthermore, ******************** has authorized over $5000.00 in claims for your contract which far surpasses the amount paid into the contract, therefore there is no refund due.   

  Customer Answer

  Date: 09/25/2025

  Complaint: 23923879
  
  I have reviewed the business' response and am rejecting it because:

  
  1. CarShields Misrepresentation
  Before I brought my vehicle to the **** dealership, I contacted CarShield. I was explicitly told by CarShields customer service representative that:
  The diagnostic fee and repair would be covered, and
  Since this was the same issue, no additional deductible would apply.
  I relied on this assurance in good faith and therefore followed CarShields instructions to take my vehicle to the **** dealership they recommended. CarShields current response contradicts the representations made by their own representative. This constitutes misrepresentation and unfair business practices.
  
  2. The First Repair Facility Could Not Fix the Problem
  The original repair facility (*********************************) explicitly stated that they were unable to resolve the thermostat issue after couple times attempted repair. Returning to that shop was not a viable option.
  This fact makes CarShields argumentthat I should have returned to the first facility under their 12/12 warrantyentirely unreasonable. CarShield cannot direct me back to a facility that already admitted they could not perform the repair.
  Because of this, I had no choice but to contact CarShield again. At that point, CarShields representative instructed me to go to the **** dealership. I reasonably relied on this instruction, and CarShield should be held accountable for directing me away from the first shop and then refusing to cover the costs.
  
  3. CarShields Own Recommendation
  It is important to emphasize that I did not independently choose the **** dealership. CarShields representative directly recommended this dealership. If CarShield intended for me to only use the first repair facility, they should not have instructed me otherwise. Consumers should not bear financial harm due to contradictory instructions from the warranty company.
  
  4. Irrelevant Prior Claim
  CarShield also references that over $5,000 in claims have already been paid under my contract. However, that amount was for a prior and completely unrelated transmission replacement. This has no bearing on my current thermostat claim.
  Each covered breakdown should be adjudicated independently based on the terms of the contract. The fact that a different repair was previously covered does not relieve CarShield of its obligation to honor coverage for this thermostat issue.
  
  5. Contractual Provisions Supporting My Position
  While CarShield cites an exclusion (General Exclusions, Page 5, Item 9: Repairs resulting from improper or incomplete prior repairs or diagnosis), the following provisions support my claim:
  Page 3, Item 8 Deductible:
  YOU will pay the DEDUCTIBLE amount listed on the DECLARATIONS PAGE to the REPAIR FACILITY.
  This confirms that a deductible applies once per claim. Since this is the same unresolved thermostat issue, no new deductible or denial should apply.
  Page 2, Item 4 Teardown:
  If WE require a TEARDOWN, it will be at OUR expense.
  Dealer diagnostics and inspections fall under teardown/diagnosis required to confirm the failure. These costs should not be shifted to me.
  Page 10 Claim Review Escalation:
  If YOU believe YOUR claim was wrongfully denied or not properly resolved, YOU may have YOUR claim further reviewed
  This clause confirms I have the right to dispute improper denials, as I am doing now.
  
  6. Consumer Harm
  Because I relied on CarShields instructions and assurances, and because the first shop confirmed they could not repair the issue, I incurred diagnostic expenses and was denied coverage for a repair that should reasonably be considered a continuation of the same claim.
  
  7. Resolution Sought
  I respectfully request that CarShield:
  Reimburse the diagnostic fee charged by the **** dealership, and
  Cover the thermostat repair as previously assured by their representative.
  I am not disputing the shops separate 12/12 warranty. I am holding CarShield accountable for their own misrepresentation and contradictory instructions that caused me direct financial harm.
  
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/26/2025

   

  Please send the paid invoices to ******************************* for review. 

  Customer Relations

  Customer Answer

  Date: 09/30/2025

  Complaint: 23923879
  
  I have reviewed the business' response and am rejecting it because:
  

  I acknowledge your request that I send the paid invoice for review. However, I have not yet paid the **** dealership invoice because CarShield already instructed me that the diagnostic and repair would be covered. I should not be required to pay out-of-pocket for a covered repair when CarShield previously confirmed coverage. For now, I can provide the unpaid invoice/estimate from the **** dealership as evidence.
  When CarShield referenced the prior $5,000 claim in your response, it reminded me of my overall experience as a long-time customer. I enrolled in one of *********************** top plans before I even took delivery of my vehicle, and I have paid consistently every month for almost two years without interruption. I trusted that this plan would cover major issues, such as my transmission failure, with only the $200 deductible that CarShield emphasized in marketing materials and on my membership card.
  However, when my transmission failed and my first major claim was filed, I was told by CarShield representatives that coverage would only be provided if they could locate a cheaper used transmission. Fortunately, they eventually approved one, but I was also informed that CarShield would not cover the full labor hours quoted by the shop, requiring me to pay part of the labor out-of-pocket. Similarly, in later repairs including the thermostat issue, I was told repeatedly that CarShield would not cover the full labor and that in ****, CarShield does not pay taxes. As a result, although my deductible is supposed to be $200, I ended up paying over $500 out-of-pocket on that claim.
  I am not asking CarShield to retroactively refund those additional costs. My point in raising this is to show that I have already paid significantly more than my deductible in the past, despite having the most comprehensive plan. I raise this in good faith, hoping that CarShield will take it into account when reviewing this current thermostat situation.
  Most importantly, I believe CarShield should be covering the repair of a part until the issue is fully resolvednot just making a one-time payment and then refusing further responsibility when the same problem persists. When a part such as a thermostat has not been successfully repaired, the customer should not be left without coverage after only a single attempt.
  I respectfully ask CarShield to reconsider and approve coverage for the **** dealership diagnostic and repair costs so that this problem can finally be resolved.
  
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 10/07/2025

   

  The adjudication of the claim will not change.  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  As stated in our previous response, any dispute over the cost of the 2nd repair will be between YOU AND YOUR REPAIR FACILITY as they are liable for the warranty. 

  Since there is no refund due, CarShield considers this matter closed. 

  Customer Relations

  Customer Answer

  Date: 10/08/2025

  Complaint: 23923879
  
  I have reviewed the business' response and am rejecting it because:
  
  I will not be closing this case because CarShields response fails to address the misrepresentation issue or their contradictory instructions. The original repair facility could not perform the repair, and CarShields own representative directed me to the **** dealership. Shifting responsibility and declaring the matter closed while a valid dispute is pending constitutes bad faith and unfair business practice. I will be escalating this to the ********************* and the *********************** for further review.
  
  Sincerely,
  
  Zeyu ****

  Customer Answer

  Date: 10/13/2025

  Dear BBB,

  
  Thank you for your message.
  I respectfully disagree with the businesss position. CarShield has not resolved the issue or reimbursed the diagnostic fee as they previously confirmed they would cover.
  The ***************************** is currently reviewing my case (Reference #CDA-115457-G2D7H). I will await the outcome of that investigation.

  
  Sincerely,
  **** ****

  

  Business Response

  Date: 10/15/2025

   

  As stated in our previous response, please send any paid invoice to ******************************* for review for any reimbursements.

  Our response to a complaint on a different platform will not change as we stand by the adjudication of the claim. You will advised in our response to any additional comlaint to reach out to the responsible party, THE REPAIR FACILITY, as you have been advised in our responses here. 

  Customer Relations

  Customer Answer

  Date: 10/16/2025

  Complaint: 23923879
  
  I have reviewed the business' response and am rejecting it because:
  
  After their latest message, I followed the companys instructions and submitted the **** dealership diagnostic invoice to ******************************* for reimbursement review. However, CarShields response again stated that they stand by the adjudication of the claim and will not change their position.
  CarShields representative initially instructed me to take my vehicle to the **** dealership and confirmed that both diagnostic and repair costs would be covered for the same thermostat issue. I relied on that assurance and followed their directions in good faith.
  Despite this, CarShield now refuses payment and continues to shift responsibility to a prior repair facility that had already stated they could not fix the problem.
  I have also filed a complaint with the ***************************** (Complaint #CDA-115457-G2D7H), and I am currently seeking legal advice regarding this matter.
  
  Sincerely,
  
  Zeyu ****

  

  Business Response

  Date: 10/17/2025

  The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. 

  As stated in our previous response, please send any paid invoice to ******************************* for review for any reimbursements.
  

  Our response to a complaint on a different platform will not change as we stand by the adjudication of the claim. You will advised in our response to any additional comlaint to reach out to the responsible party, THE REPAIR FACILITY, as you have been advised in our responses here. 
  

  Customer Relations

  Customer Answer

  Date: 10/20/2025

  Complaint: 23923879
  
  I have reviewed the business' response and am rejecting it because:

  CarShields latest message again refuses to review or resolve this issue, stating that they stand by the adjudication and that the BBB has no authority. This statement confirms that CarShield is unwilling to reconsider its decision or provide any meaningful resolution.
  As previously stated, CarShields representative specifically instructed me to take my vehicle to a **** dealership and confirmed that both the diagnostic and repair costs for the same thermostat issue would be covered under my *************** Contract. I followed that instruction in good faith.
  After the **** dealership confirmed the thermostat was still faulty, CarShield refused payment and redirected responsibility to the prior repair facility, which had already admitted it could not fix the problem and stopped responding.
  I have already submitted the diagnostic invoice to ******************************* as instructed, but no reimbursement or acknowledgment has been provided.
  CarShields repeated refusal to honor its commitment and continued attempt to shift responsibility demonstrate misleading and unfair business practices.
  This matter is now under review by the ********************** Office (Complaint #CDA-115457-G2D7H), and I am in the process of seeking legal advice regarding CarShields refusal to honor its commitments.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:09/23/2025

  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 had CarShield since 8/22/22 and have paid over $4300 in premiums and have never made a claim until recently. I purchased it because Im 75, on a fixed income, and cannot afford costly repairs. On 7/24/25, my 2014 ***** Equinox, started, then stalled. I tried again, nothing. I contacted CarShield to start a claim, and had my car towed the next day. Communication continued between my repair shop and CarShield for weeks (questions, photos, estimates, etc). An adjuster, sent by CarShield, inspected the car on 8/27/25, took more photos and said the timing change and engine would need replacing. Apparently a loose timing chain damaged the engine. There was no prior indication of a problem, no lights came on, no noises made, nothing. Initially CarShield indicated that both would be covered. Additional photos were requested by CarShield. From these photos, they somehow determined that the car had to have made a noise that I had ignored. They said that they would only cover the timing chain, not the engine. They said I drove it after I knew something was wrong. There was NO indication of anything wrong. I get regular oil changes and maintenance on my car. I would NEVER ignore a noise. There was NONE. Ive researched and sometimes there is NO warning. How can they deny a claim based on a noise that I NEVER heard? Two months later, no repairs done, no car, no ability to pay for an engine, after paying over $4300 in premiums. Ive been sharing a car with my son. Its been awful. I requested to cancel my contract, and was told that if I did, they wouldnt pay for even the chain to be replaced. CarShield wont answer my questions and has been very rude. I called yesterday, 9/22, with questions. The rude man said that I wasnt entitled to answers for the questions that I asked. In July, 2024, the ************************ sent out a Consumer Alert that CarShield was not covering car repairs, as advertised. It appears that I am just another victim.

  

  Business Response

  Date: 09/24/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. ******************** ("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 the claim was adjudicated correctly. We stand on our current authorization and nothing further will be authorized. 

  Nevertheless, in efforts to resolve this matter we will pay the current authorized amount of $1,434.09 to the repair shop then we will refund you 10 monthly payments upon execution of a signed settlement release agreement. If you wish to accept this offer please email your agreeance to ******************************* so we may draft the agreement and email it to you for your electronic signature. 

   

  Customer Relations. 

  Customer Answer

  Date: 10/20/2025

  I have a contract with them and it says it covers my engine  Car Shield is refusing to honor the warranty

  Customer Answer

  Date: 10/20/2025

  They also offered to pay for a new timing chain and they offered me 10 months of payments to Carshield. 

  

  Business Response

  Date: 10/20/2025

   

  In our response to your BBB complaint, we asked that you please email ******************************* to confirm you accepted our offer. We will then draft the Agreement for your electronic signature and email it to you through DocuSign. 
  

  Customer Relations

• Initial Complaint

  Date:09/23/2025

  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.

  Car claim was denied on 9/23/2025 due to car shield stating my car had pre-existing conditions that I was not aware of when I purchased this used as is vehicle and purchased warranty from them. They denied my claim stating I received check engine light warnings and that this vehicle had warning lights prior to my purchase. Again how would I have know that? I did not get any light warnings from the vehicle prior to taking it to the dealership on 9/16/2025. What prompted me to take the car to dealership for repair or inspection was a loud rattling noise not a check engine light or any other warning light for that matter. I then called warranty company to set up a tow to dealership. ******** did their inspection and then Car Shield sent over their own inspection team. I was notified by Car Shield that claim was denied due to warning lights. Mercedes dealership verified that these type of codes will at times not trigger check engine light warnings. I did not have any light warnings prior to my request for inspection of the noises I was hearing coming from my vehicle. I was within the required miles and time frame to file a claim for coverage on this vehicle per my written contract provided by car shield. I have filed a dispute with car shield and have been unsuccessful at having higher management hear my dispute.

  

  Business Response

  Date: 09/25/2025

  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 the claim was adjudicated correctly. Per the inspection report your vehicle came in with active timing codes that occurred in the waiting period of the contract or before. The failure shown to the timing actuator/cam actuator was not an instant failure but occurred prior to the coverage period per freeze frame data provided by the repair facility. The claim would have had a partial authorization for belt tensioner and labor but authorization was a lesser amount than your deductible of $1000 for 1st claim in 90 days and thus there would be no claim payout.

  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.

  Customer Relations

  Customer Answer

  Date: 09/26/2025

  I would like to be reimbursed for the cost of the inspection that car shield did not pay and my premiums that I have paid for since this policy was initiated. 

  

  Business Response

  Date: 09/30/2025

  CarShield stands by our claim adjudication and nothing further will be authorized. 

  Our original offer stands. To recap the offer, 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 and email it to you for your electronic signature.

   

  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:09/23/2025

  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 purchased a extended warranty from Carshield over a yr ago well this past june 2025 i file a claim my car shut off on the highway i was told that someone would come tow it within 45mins and i would be contacted they never sent anyone so local police towed it to impound i had to pay $225 to get it out they came towed my car to the dealship when ever they tried to get them to approve a repair the kept asking for more info this took 2wks back and forth til finally i had to just pay out of pocket for the things they fixed $259 and take the car to another one of their shops to fix the original problem the aircompressor they agreed to that but not the use of the shops parts they would send them parts which took another week all the while i had a rental car i was paying out of pocket for and them saying they would reimburse me well i finally got my car returned the rental paid $1800 dollars because i had the car from 6/16-7/9 2025 they asked me to email my receipts and then after months of more back and forth sent me a check for $515 stating they only pay for 7days rental even if you have the rental do to their fault when purchasing this warranty they tell you only that your eligible for a rental not the part about only 7days max i want my refund in total also my refund for the parts i payed for out of pocket which were supposed to be covered they refuse to refund my rental car payment in total

  

  Business Response

  Date: 09/25/2025

  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 the claim was adjudicated correctly. Per the notes on your contract, your claim was initially called in by another repair facility  on 6/16 but it did not move forward as the repair facility had not completed any diagnostic work. Breakdown information and contract notes show the repair facility to have called back a few times over the next week or so, but they never had all of the diagnostic info ready to actually start a claim.

  A second repair facility called in on 7/1/2025 for a AC compressor and an engine mount.  You were contacted the same day regarding part options and approved AAS parts to be shipped in. There were 3 codes that showed the repair facility stated freon level was full and they also reported a taillight was not functioning A taillight is not listed for coverage under your contract terms.  Your claim was authorized to your repair facility the same day. Parts were also ordered and showed an ETA of the next or following day. Your repair facility was paid 7/8/25 after submitting a signed, final invoice.  The final invoice indicates you had out of pocket costs due to the taillight and freon not being covered under the contract.  There is no reason the repair faclity should have charged for freon as they reported the system was full. The final invoice indicates CH had out of pocket of $451.94 due to parts not covered, shop supplies, hazmat fees and tax.
  
  Rental reimbursement was properly applied to the claim. The contract states that for this type of breakdown there is a seven day max and that was properly applied.  You were reimbursed $125.00 for towing.

  Your contract has paid out approximately $3028.74 for claims. . This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores **** commitment to honoring our obligations in good faith. Given that the amount of paid claims is almost double what you have paid into the contract, there is no refund due. 

  Customer Relations

• Initial Complaint

  Date:09/22/2025

  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.

  In June 2024 I filed a claim for my 2009 GMC Acadia with auto repair **************************** and sent all documents i had as requested by claims ***. ** took 30 days before a field technician came to auto shop to verify root cause of car problem. The *** did not take any photos or videos of vehicle but got in a verbal confrontation with shop owner ****** because would not guarantee payment of the breakdown needed to determine cause of car not cranking. This ************ lasted until November. He denied claim stating it was rust on engine causing car not working. I paid $1200 out of pocket to auto shop for breakdown and filed a dispute in December. The dispute *** called right away, sent another *** Mr. ***** out to confirm no rust. ************* confirmed what he needed to approve claim but no response from *** after then. ********** both have emailed & called numerous times. He finally left her a voicemail he was out for a while on 2/28/25 and will complete claim. I have called customer service several times with no answers or resolution. I have not been notified of anything or status. Funds have been deducted $99 monthly still. I have filed claims on my other vehicle, completed with days. ****** and I are at loss of words of how poorly this has been mishandled.

  

  Business Response

  Date: 09/24/2025

  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 the claim was adjudicated correctly. Per review, your vehicle has been driven very low miles per year and there are significant gaps in maintenance shown.  The inspection report states your vehicle was heavily rusted and shows only ***** miles driven in over a year which are all indications vehicle sat for extended periods of time and inception mileage cannot be proven as correct.  The pictures submitted by your repair facility show there is sludge and heavy build up and varnish shown in the oil pan and engine parts and this can be directly tied to a long term lack of maintenance. A ****** report confirms there were no oil changes performed for 2018 where vehicle failed 2 inspections. There are no oil changes shown in 2019 or 2020. ************** maintenance interval would be considered a long term lack of maintenance. The engine concerns would be denied for lack of maintenance. 

  As a resolution, CarShield will refund your last 12 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 09/29/2025

  There are quite a few conflicting stories here about maintenance I could only obtain records from auto shops for the last 5 years. For low mileage, can be due to I purchased another car. My home, job, and my sons school are less than a mile a part from each other. ******** with CarShield disputes confirmed no rust/build up issue was ready to approve but stopped communication with auto shops. No one has come to inspect my vehicle since I paid for the break down.. It was confirmed no engine problem. I want my truck repaired.Lets do due diligence Please contact ****** at **************************** at ************* and send a *** to the site located **************************************

  Customer Answer

  Date: 09/30/2025

  Complaint: 23919491
  
  I have reviewed the business' response and am rejecting it because: There are quite a few conflicting stories here about maintenance I could only obtain records from auto shops for the last 5 years. For low mileage, can be due to I purchased another car. My home, job, and my sons school are less than a mile a part from each other. ******** with CarShield disputes confirmed no rust/build up issue was ready to approve but stopped communication with auto shops. No one has come to inspect my vehicle since I paid for the break down.. It was confirmed no engine problem. I want my truck repaired.Lets do due diligence Please contact ****** at **************************** at ************* and send a *** to the site located **********************************************************************
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/30/2025

  CarShield and ******************** stand firm on our claim adjudication and nothing further will be authorized. 

  However, in efforts to offset your repair costs we will refund you 15 monthly payments total upon signature of a settlement and release agreement. If you wish to accept this offer please email ******************************* so we may draft the agreement and send it to you for electronic signature. 

   

  Customer Relations. 

   

  Customer Answer

  Date: 10/06/2025

  I sent the email for settlement agreement, Waiting on the response with my signature release. Very disappointed in no compromise on reselution of my car repair and lack of ownership of thier mistakes in this.

  

  Business Response

  Date: 10/06/2025

   

  Ms. *****,

  The Agreement you just signed states you are prohibited from filing a complaint on any platform regarding your claim as noted in paragraph 9 - Non Disparagement.  Please remove this complaint ASAP. 

  Customer Relations

   

  

  Business Response

  Date: 10/07/2025

  We have received your signed agreement. Your check has been requested and will be sent out via *** tomorrow. You can expect to receive your settlement by the end of the day on Thursday 10/9. CarShield considers this matter closed.

• Initial Complaint

  Date:09/22/2025

  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.

  Once again this company only pad for a fraction of a claim. They say they wouldnt cover the cost of the diagnostic, which they require, so why would you cover the cost of something you require and you asked for? They do no pay for enough labor hours to come close to what it actually takes to complete the job. This company will either deny your claim (most likely) or pay a very minimal amount that doesnt even make it worth paying for their so called warranty service. I would not recommend this company at all, I would avoid at all cost. This company will steal your ******** I seen with the many other complaints on here, this company responds with the same automated response. That tells me they really dont care about their many many customers complaints

  

  Business Response

  Date: 09/24/2025

  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 the claim was adjudicated correctly.  Your claim was called in by your repair facility for a valve cover gasket remove and replace and also requested .57 hours labor for a visual inspection/diagnostic of the vehicle. The contract does not pay any labor time for visual inspections. The repair facility also requested .2 hours more than the labor time verified in ******** Pro Demand.

  In consideration of the time you have been in contract with CarShield and no prior claims, CarShield will waive the out of pocket cost and deductible as a one time courtesy. 

  Customer Relations

  Customer Answer

  Date: 10/06/2025

  This company has not followed through on the resolution they proposed. 

  

  Business Response

  Date: 10/06/2025

   

  The CarShield legal department reached out to you and left a voicemail. 

  Your vehicle was picked up before the deductible and out of pocket costs could be waived.  Please send a copy of the paid invoice to ******************************* and we will issue a reimbursement check. 

  Customer Relations

• Initial Complaint

  Date:09/22/2025

  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.

  My complaint is I did not know that they didn't pay but 27 percent of the bill. They didn't say when I purchased it. 

  

  Business Response

  Date: 09/22/2025

  The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. Likewise they do not have any information about CarShield's policies and what will be paid out in policies as each case and contract is individual to the vehicle it covers.

  As a courtesy to you, per your request we will refund your single monthly payment. We are sorry to lose you as a CarShield Customer. - Customer Relations