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:09/18/2025

  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 cancelled my contract with ********* and they said that I would get a refund for cancelling and I called about a week ago and then they said that I won't get paid a refund.I had this contract for four years and never used it.What I don't understand is why and I need my refund because I not responsible for paying for other people cars and that's just the way I feel about it

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. Much like typical health insurance, failure to use coverage does not does not mean that the premium is not due; as the coverage was available for use in the event of a breakdown. CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. 

  Nevertheless, as a courtesy to you for being a long time customer, ********************** is willing to provide a refund of 8 monthly payments for contract(s) MRF3648012 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: 09/19/2025

  I don't feel that its right for them to take a three year payment from me and I don't understand why they are only giving me eight months of payments, they could at least have offered me a payment for at least half of what they owe me.

  

  Business Response

  Date: 09/22/2025

   

  We apologize, the offer in our response should have been 18 months, not 8. We can make a final offer of 25 payments with a signed Settlement Agreement. 

  Please email ******************************* if you wish to accept. 

  Customer Relations

  Customer Answer

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/18/2025

  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 received a letter in the mail stating that I have not contacted them in regards to a vehicle service contract for a vehicle I do not own. I called the number and they said it may have been a clerical error and immediately attempted to sell me service plans for other vehicles and disregarded the reason I was calling. I asked them if this was a common tactic used by the company to have people call them and the representative stated yes. This is alarming and caused stress as I thought I was possibly a victim of identity theft.

  Customer Answer

  Date: 09/26/2025

  Please remove from mailing list

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this matter to our attention. Please email a copy of the mailer to ******************************* and we will ensure you receive no further promotional materials from CarShield. We look forward to hearing from you. - Customer Relations
  

• Initial Complaint

  Date:09/18/2025

  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.

  Multiple times Car Shied has sent out mail concerning their warranty products. The outside if the envelope states Personal and Confidential / Open Immediately and above the receipient's address window IMPORTANT. It is meant to intimidate the recipient that this is an important issue with your vehicle. The boldest print on the letter is, all in bold capital letters RESPONSE TO THIS NOTICE REQUESTED and a little further down IMMEDIATE RESPONSE REQUETED The "mice type" in between is your customer ID: which no one has and my wife's name and address even tho it is my car. Date of Notice; Respond By everything about this "notice" is meant to intimidate people. This particular vehicle we have is a new 2025 model year with a 5/60,000 factory warranty.This is how dumb and lazy ***** company is. Coverage is available; Summary of Terms, Approval TBD for each of their plans. Coverage Explanation REQUESTING 1. PROTECTION THROUGH 2032; 2. UP TO OR AN ADDITIONAL 125K MILES; 3.PLATINUM POWERTRAIN. Phone (their ***** number) Our records indicate that you have not contacted us to have your vehicle service contract activated ....... Please call today.OK, it is all perfectly legal and I am sure they have smart attorneys. My wife and I are both 74 and we are perfectly capable of handling our own affairs and recognize this for what it is. BS solicitation, especially multiple times and for both our 2025 new vehicles.They send this by mail because if they sent it any other way it would be a lot easier to block it or send it to spam. Reputable companies do not do this.

  Customer Answer

  Date: 09/26/2025

  Removal from mailing list

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this matter to our attention. Please email a copy of the mailer to ******************************* and we will ensure you receive no further promotional materials from CarShield. We look forward to hearing from you. - Customer Relations

• Initial Complaint

  Date:09/17/2025

  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 currently have a contract with Carshield for auto warranty on my 2021 Jeep Wrangler, which I found after signing the contract that the warranty is being serviced through a third party company, ********************. In the last week, I experienced an issue with the vehicle that required me to take it in to a repair shop. I took it to 2 places and was told that they do not accept the Carshield warranty because they "do not pay their bills". I then contacted *** and asked them to help me find where I can take it, they referred me to another local authorized dealer/service provider for my vehicle. After diagnosis, the dealer provided a cost of over $900. My deductible in my contract is $200. AAS is stating that they are refusing to pay over $400 of the bill because it is higher than the "national labor database" referenced for the repairs needed. My contract does not provide any reference to this specific database, and I requested that they send this to me - they have refused to do so and stated that I can ******** national labor database to reference it. They are blindly estimating the labor required to repair my vehicle, and simply stating that I would have to pay the difference. I would like for *** to honor the contract and pay the invoice (which is very fair for the repairs needed), minus the deductible in the contract. It is impossible for anyone to agree to an arbitrary national database or understand any implications of the agreement that they are arguing.

  

  Business Response

  Date: 09/22/2025

  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. The final invoice sent in by your repair facility showed you were only responsible for your $200 deductible and nothing else. 

  It is possible your repair facility submitted 1 final invoice to ******************** and possibly presented a different one to you. If that is the case you will need to take that matter up with your repair facility. 

  Customer Relations

  Customer Answer

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/17/2025

  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 purchased extended insurance type coverage thru a company called CarShield for my 2018 **** expedition. I brought my car into the mechanic to have my transmission replaced back on June 15th 2025. Since I have attempted to get repairs to my car they have, sent 1 incorrect transmission and 2 faulty transmissions. I have requested over and over to speak with a supervisor or manager and have not gotten any response or help in trying to get my repair completed. The repair shop is a **** Dealer and they have stated that they could have completed the repair the same week the car had been brought in but that Carshield refuses to pay to have a factory transmission installed. Where I was willing to be patient and allow then to try and find a less costly option to repair my car but now I have been without a car for 94 days now. I am a mother of 3 children and it is becoming increasingly difficult to carry on with life without my car and they are not showing any interest or desire to right this wrong.

  

  Business Response

  Date: 09/19/2025

   

  The CarShield legal department has contacted Ms. **** and will arrange for a rental until the repairs are completed. 

  ******************** has authorized the repair facility's part and the repairs should be completed within 7-10 days. 

  Customer Relations

• Initial Complaint

  Date:09/17/2025

  Type:Customer Service 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 purchase a policy that is not honored in **** **** Wisconsin. I have had this policy for two months. I cancelled policy-(#MRF5438104)-coverage(#M2M-diamond15). I have paid two months of $99.99 and would a full refund of the premiums that I have already paid and the policy cancel.

  

  Business Response

  Date: 09/17/2025

  Thank you for bringing this matter to our attention. We have requested a full refund go back to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a CarSheild Customer. - Customer Relations

• Initial Complaint

  Date:09/17/2025

  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 am submitting this complaint regarding CarShield and their unfair business practices.I am a single mother of five children. I am currently unemployed, managing serious health issues including heart failure, and I recently had my vehicle repossessed. Despite these hardships, CarShield withdrew money from my bank account in September 17, 2025 for a policy I did not use, need, or authorize.When I originally signed up, the salesman explained that the coverage was month-to-month, and that if I no longer wanted the policy, I could simply stop paying. In August, I did not make a payment because I no longer had the vehicle covered under the policy. Despite this, CarShield took money out of my account in September without my permission.I called to request a refund and cancel the policy. CarShield refused to refund me, even though I:1. No longer own the vehicle.2. Was told the policy was month-to-month.3. Clearly did not authorize or expect coverage or payment after or for August.This feels deceptive and predatory, especially toward people already struggling financially. Many customers, like me, take the salesman at his word about month-to-month flexibility only to later be charged against their will.I am asking the BBB to investigate CarShields practices and hold them accountable. I also request a full refund of the payment and written confirmation that my policy has been cancelled so no further money will be withdrawn.Thank you for your time and for helping protect consumers like me.******** **********

  Customer Answer

  Date: 09/18/2025

  Carshield QUICKLY resolved this matter. I appreciate people that have a heart and one person definitely doesn't reflect the company in its entirety.

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. 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.

  Upon review of your account, we can confirm that your account has been cancelled and your payment was refunded. CarShield considers this matter closed.

• Initial Complaint

  Date:09/16/2025

  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.

  I have been getting daily phone calls from CarShield since June- even when I'm out of the country- not only to my phone but through Whatsapp. I have told them verbally numerous times to stop calling me. I called them and spoke to someone regarding a possible policy in the early Summer, but I never bought one. I have told them I am not interested at this time. This is harassing. It's a person calling and not a recording. Sometimes I just answer and don't say anything until they start talking and introduce themselves. Each time I tell them to stop calling me. I DO NOT WANT THEIR SERVICES. I have unsubscribed from all emails. There is no way to contact them but by phone. They have already been told, and they don't stop!

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. We can confirm that you have been placed on our do not contact list as of 9/16/25. Please allow up 10 business days for mailers to halt. Your phone number has been blocked from our phone system meaning no outbound calls to your number will be possible. We are sorry to lose you as a potential CarShield Customer. - Customer Relations

  Customer Answer

  Date: 09/19/2025

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

• Initial Complaint

  Date:09/15/2025

  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 have been a customer for over one year and initially valued your services; however, following my relocation to the East Coast in March 2025 and the financial hardship caused by the loss of my dog, Apollo, on April 7th, my recent interactions with your staff have revealed significant deficiencies in professionalism, empathy, and accountability. During an attempt to correct a payment error in August, I was repeatedly met with rudeness, abrupt disconnections, unhelpful responses, and dismissive management. Calls with representatives including ***** *****, ***, ***, and supervisors culminating with ****** highlighted a systemic unwillingness to provide solutions or demonstrate basic courtesy.On September 15th, I confirmed cancellation of my account with *****, who advised a refund of my August payment would be processed within five business days. I expect this to be completed promptly. In addition, I will be filing formal complaints with the Better Business Bureau and Consumer Affairs, given the troubling pattern of complaints consistent with my own experience. While I do not seek to reinstate coverage, I urge you to address the broader cultural and operational issues within your customer service operations, as they pose a serious risk to CarShields reputation and customer trust.

  

  Business Response

  Date: 09/16/2025

  Thank you for bringing this matter to our attention, we are sorry to hear about your unfavorable experience. As a resolution, CarShield will refund you in full minus any disputed charges 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. We are sorry to lose you as a CarSheild Customer. -Customer Relations

  Customer Answer

  Date: 09/17/2025

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

• Initial Complaint

  Date:09/15/2025

  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 am filing this complaint against CarShield for deceptive sales practices, misleading representations about coverage, and refusal to provide a full refund after they denied a legitimate claim that their sales representative explicitly guaranteed would be covered. This appears to be a classic case of bait-and-switch tactics, where the company failed to disclose key exclusions prior to securing payment, violating consumer protection standards. As a result, I request a full refund of all payments made under the contract, totaling $850, due to the misrepresentation of the service and the resulting financial harm.

  

  Business Response

  Date: 09/16/2025

  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.  The cause of failure was a cylinder 2 misfire due to valves not closing properly due a warped/uneven valve seat and no failure to the valve was shown. Valve seat is not listed for coverage under your coverage terms as this is not a lubricated moving engine part. Valve seat failure is a long term failure that would not have occurred in the ***** miles into coverage.

  Per review of service records this vehicle had recent diagnosis and repair by same repair facility for opposite side cylinder head with a failure to the #3 cylinder exhaust valves and misdiagnosis and improper repairs are evident. The contract would have no liability for these concerns and you are responsible for all charges related to this repair.   We have attached a copy of your contract for convenience.

  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: 09/25/2025

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