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:02/07/2024

  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 received a letter from this company,giving me a deadline date of 2/13/2024. This company also refers me to response to a requested notice, a notice that is false,and or never have acquired any services from them , This letter has giving me a customer id:*****"?!! What is going on, I suffer from major anxiety,panic attacks,the way this world is I can't even find it to watch my local news. Because of my high blood pressure.very very upset!!!!!

  

  Business Response

  Date: 02/07/2024

  We have added your information to our do not contact list. Please
  allow 10 days for the unsubscription request to be processed.  If you receive another mailer in that time frame, you can simply throw it away. 

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the lawsuit is available at ***********

• Initial Complaint

  Date:02/06/2024

  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 have a contract with Carshield ABF4813605. I had the Diamond package which is supposed to cover all electric, engine parts and include roadside assistance. On December 29, 2023 I brought my Jeep Wrangler to my mechanic, ********* Auto Service. (Photo encloses of service rendered) Since that time Carshield did not cover my repair as stated to me personally by the representatives and received the run around as to why they were not covering the invoice in full. I ended up paying out of pocket the majority of the bill even though the repair was supposed to be covered under my contract. I ended up paying out of pocket the amount of $483.11 while Carshield paid $345.09. According to the ads on TV and radio they claim to cover all repairs so you dont have to worry about out of pocket expenses. I am looking for a refund of my out of pocket expenses due to false advertising and a refund of the amount of money I paid thus far after canceling my contract. I have provided in writing to Carshield my request to cancel the contract and included my reasons and still have not received my refund and got the run around with each phone call I made as well. I have paid on my renewed contract a total of $555.07 which is what I expect to be refunded to me. I have contacted them several times per week since January 3, 2024 to no avail. Please assist me with obtaining my refunds for my cancelled contract and any funds from my out of pocket covered expenses. Thank you ***************************

  

  Business Response

  Date: 02/07/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through American Auto Shield (AAS) in accordance with your chosen coverage. In cooperation with CarShield, AAS has full authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.  American Auto Shield has informed us they will be reaching out to you regarding this matter shortly. 

  If you wish to contact them first they can be reached at ************. 

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-***************CarShield recently filed a lawsuit against the BBB-**************. The lawsuit asserts that the BBB- ************** is biased against CarShield and that the BBB-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at BBBBias.com

• Initial Complaint

  Date:02/05/2024

  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.

  February 5, ********************************************************************************************** to another company American car shield because they said my coverage goes through them. On this day I was trying to file a claim to get my car repaired at my mechanic shop. My car was leaking antifreeze and the estimate to get it repaired was $594 to replace the heater hose that was leaking the antifreeze. I was told by the customer ********************** agent that hoses are not covered under insurance plan. I asked them what was covered if the engine was covered and she explained that the engine would be covered but not the hose. I asked her if the hose not replaced, the bad hose would eventually cause the motor to go out, so it would be an important factor in the upkeep of the engine. I believe this company is fraudulently, taking money for insurance coverage to cover your car and not adequately, providing the service to keep your automobiles and running in good condition. I would like to be refunded for all of the premiums I have paid in good faith to insure my car is insurance to cover necessary repairs.Ive been paying premiums to car shield over two years and paying a monthly payment of $139 a month and I have never tried to file a claim or had a claim doing that two years period of time.I have paid approximately $3336 in premiums that I think I should be refunded because of non-insurance coverage for essential parts to repair my car. Respectfully,

  

  Business Response

  Date: 02/07/2024

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through American Auto Shield (AAS) in accordance with your chosen coverage. In cooperation with CarShield, AAS has full authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.  AAS has no claims notes, interactions or call in for your vehicle service contract.  You stated in your complaint you had a failed radiator hose which is not listed for coverage under your contract terms.  Any subsequent damage to the engine due to coolant loss would also not be covered under your contract terms. We have attached a copy of your contract for your review. 

  You purchased your contract on 2/20/23. If you wish to cancel your contract, CarShield will refund your last 6 payments 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

  ********************** is here to address your concerns. CarShield is suing the BBB-***************CarShield recently filed a lawsuit against the BBB-**************. The lawsuit asserts that the BBB- ************** is biased against CarShield and that the BBB-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at BBBBias.com

• Initial Complaint

  Date:02/05/2024

  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 three vehicles on my coverage at Car shoot however, every time I try to submit a claim they always deny it refusing to pay for services I just got denied again for service. Car****** is definitely a scam. No want to let you know that there are people out here that are on a fixed income. Because of my stroke I depend on my vehicle to get me to the doctors office in hospital if I need to. I go to therapy twice a week and have missed it since waiting for decision from Car******. I thought that I had cover, your fabric broke down, it was just the opposite. I told them I would file a complaint with BBB.

  

  Business Response

  Date: 02/07/2024

  Thank you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, Car******
  administers claims through ******** **** ****** (AAS) in accordance with
  your chosen coverage. In cooperation with Car******, AAS has full
  authority over repair procedures, approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director for AAS, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract. For contract **********, claim # *******, your chosen repair facility called in a claim for timing component repair on 11/9/2023.  Your repair facility was recommendation an engine replacement at that time. The timing components were authorized as initial cause of failure due to continued operation. Your vehicle was being driven with active timing codes and not towed in at first sign of breakdown.  Your repair facility completed this repair and was paid for this repair knowing the vehicle needed an engine replacement.  Your repair facility stated on 1/31/2024 that you did not have the money to replace the engine and just wanted to replace the timing chain. Vehicle was driven 1,454 miles before your vehicle was towed back into the same repair facility for failure of the oil pump and sub damage to engine.  Your repair facility advised engine replacement was needed.  Your repair facility did not perform a proper repair for the last claim and you knew vehicle needed an engine but refused to pay out of pocket for the repairs. This would be an improper prior repair by your repair facility and would exclude engine from coverage on claim # *******. There are no service records shown in Carfax for entire period of time you have owned vehicle starting on 7/18/2023.  This would be considered a lack of maintenance which fits with timing failure. Claim authorization would stand for claim # ******* and has already been paid to the repair facility. 

  If
  you have any additional questions regarding your claim, please contact AAS
  directly at ************. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

  ******** **** ****** authorized and paid your repair facility $2802.12 towards your claim. Since that is a larger amount than you have paid in on all 3 contracts, there is no refund due.

  Customer Relations

  Car******
  is here to address your concerns. Car****** is suing the BBB-St. Louis.
  Car****** recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against Car****** and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to Car******.  A copy of the lawsuit is available at BBBBias.com

   

   

• Initial Complaint

  Date:02/03/2024

  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.

  My car stopped on the nj turnpike. The highway patrol towed it to a lot in **. Carshield services towed it from the lot to a repair shop in **. Carshield said we had to pay $600 for them to open the engine and see what might have happened to the engine. Carshields inspector said that when the mechanic went into the engine he damaged something so they denied our claim. So not only were we responsible for the $600 we were responsible for $5,500. Carshield did not offer partial or half knowing that my car was brought to the mechanic damaged already. They blamed it on the mechanic while going into the engine which again they are the ones who asked to do that and wiped their hands clean. We were stuck with the whole bill. Had this insurance since 2020

  

  Business Response

  Date: 02/08/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through American Auto Shield (AAS) in accordance with your chosen coverage. In cooperation with CarShield, AAS has full authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.  American Auto Shield has informed us they will be reaching out to you regarding this matter shortly. 

  If you wish to contact them first they can be reached at ************.

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-***************CarShield recently filed a lawsuit against the BBB-**************. The lawsuit asserts that the BBB- ************** is biased against CarShield and that the BBB-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at BBBBias.com
  

• Initial Complaint

  Date:02/03/2024

  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.

  January 25th ****, I noticed when carshield took my monthly payment from my bank account they also took an additional payment. When I gave them a call, The excuse was I missed a payment when they had another company called Mepco collecting the payments and the extra payment taken from my bank account was to makeup for the Missed payment. Now this is where the problem starts, they told me the missed payment was in October of 2022 but I provided them multiple bank statements that shows them I haven't missed the payment at all! but yet and still with all this information they refuse to give me my refund. I went through this for a week and a half, I spoke to multiple agents(6 to be exact) And every time they told me the same thing, that I have missed a payment but the strange thing is the months keep changing some told me September of 2023 and others told me October of 2023 or 2022. This is very frustrating when I'm having someone telling me that I owe money but I clearly have bank statements printed out and email to them that shows otherwise. I will always be told that they'll give me a call back in a couple of hours after they talked to a manager but in the end I'll have to end up returning the call. On January 30th I talked to a representative named ******* and she seen that I was double charged for no reason as well, so she went on and processed the refund which took up to five business days and it did show up in my account on February 1st but on February the 2nd they took the payment back And now I'm back at square one going through multiple agents that's telling me the same thing about a missing payment that doesn't exist when once again I have bank statements email to them and print it out that shows I never missed a payment. This is very stressful And I need help. After this is resolved I definitely will be canceling my plan!! Never again!!

  

  Business Response

  Date: 02/06/2024

   

  We have received your correspondence regarding the above referenced matter. 

  We see that you cancelled your contract on 2/3/24. CarShield will refund your last 6 payments in an effort to resolve this matter. We are sorry to lose you as a CarShield customer.

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-St. ********** lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at BBBBias.com

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/02/2024

  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've held a contract with car****** for years and never used it. Car was acting up this morning so I took it to the shop. Shop called car****** to explain the issues and my claim was denied. Issue was gasket leaking and caused alternator to shorten out. I called to ask about claim and car****** would never answer my question as to why it was denied except they don't cover gaskets. They also said my contract was "old" and things had changed. In contract it does state that they don't cover gaskets in a "stand alone" occurrence. But, since I need an alternator and voltage regulator repaired, they won't cover those even if in my contract it clearly states on #8 Electrical that both parts are covered. It does not mention anywhere in my contract that if valve leaks on alternator that it isn't covered. For over an hour I tried to get someone to point to me where in my contract it states that if A occurs to B, that B isn't covered. So, they are in violation of breaking a contract. I haven't spent any money yet as I have't received the bill and now I am out hundreds of dollars and a vehicle for several days as this occured on a Friday and I can't afford a rental which is something car****** should cover as well. They are openly adding rules to a contract when they see fit to not pay off claims.,

  

  Business Response

  Date: 02/06/2024

  Thank you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, Car******
  administers claims through ******** **** ****** (AAS) in accordance with
  your chosen coverage. In cooperation with Car******, AAS has full
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced.  Your claim was initially denied because your chosen repair facility diagnosed an alternator failure as having been caused by a leaking valve cover gasket contaminating the alternator and causing it to fail. Your repair facility later AAS called back and advised they were incorrect and the "clutches" in the alternator failed.   The claim was authorized and the repair was covered for the amounts the repair facility requested.

  If
  you have any additional questions regarding your claim, please contact AAS
  directly at ************. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. We have also attached a copy of your contract for you convenience. 

  Car****** has not violated the terms of your contract. In an effort to resolve this matter, Car****** will refund your last 12 payments 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

  Car******
  is here to address your concerns. Car****** is suing the BBB-St. Louis.
  Car****** recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against Car****** and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to Car******.  A copy of the lawsuit is available at ***********

• Initial Complaint

  Date:02/02/2024

  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 am a contract holder with car shield to pay repairs under a warranty. I have paid every month for over a year $89 a month and 2024. I had an issue with my car. The engine light came on. I mainly turned around and went home, parked the car, I proceeded to call car to get an approval for repair. They told me I need to find a repair shop and take it in and repair shop with proceed from there so I did three or four days ago by I called the shop to find out what was going on with my vehicle , they told me they were inspecting it so I waited a little while longer call back again. They had submitted a repair request from CarShield four or five items they requested to be repaired out of the four or five items. ****** decided they were only gonna repair one of the items , so I called got my contract in front of me and saw that the items that they were refusing three out of five items were in the contract under the coverage and one of the one of the items is not mentioned, but in the uncovered part of the contract. It states any item that is damaged due to the covered item is to be covered so I told them that I read it to them they saw the item so they wanted me to call the shop and make sure that everything was worded properly so I called the shop talk to the shop owners they told me that they told them everything that they stated on the repair request that they sent to me so we went back to Carshield again and this went on for two days with me talking to a number card, shield, representatives, and supervisors. They agreed to cover another part, but the main part that needs to be covered to get the car repaired and working properly. They still refuse to cover so in order for me to have my car working properly I decide to pay for the repair that they refuse to pay for, the reason for my claim is I have a contract with them and they have a contract with me to repair my car. I paid all the premium all I want is for them to do their part.

  

  Business Response

  Date: 02/07/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through American Auto Shield (AAS) in accordance with your chosen coverage. In cooperation with CarShield, AAS has full authority over repair procedures, approvals, denials and payments. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  American Auto Shield authorized the repairs for valve cover gaskets and the rear main seal. The oil pressure sensor and the oxygen sensor were both denied as they are not listed for coverage under your contract terms.  A list of covered components can be found starting on page 12 of 21 of your attached contract. 

  American Auto Shield has paid $1723.69 in claims on your behalf. Since that amount is greater than the amount you have paid into the contract, there is no refund due.  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-***************CarShield recently filed a lawsuit against the BBB-**************. The lawsuit asserts that the BBB- ************** is biased against CarShield and that the BBB-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at BBBBias.com

   

   

• Initial Complaint

  Date:02/01/2024

  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.

  When my 2013 VW Tiguan broke down I took my car to the dealership and contacted Car Shield since I have a contract with the business and make monthly payments. Car Shield initially approved a car rental for me for 14 days while they (the car repair shop) were supposed to fix my car. The problem Car Shield contracts with American Auto who actually approves and authorizes when a vehicle gets fixed. Car Shield did not confer with American Auto to determine when the car was going to be fixed and when the car rental should begin in unison with the car repair. Car Shield helped to establish the car rental for me at Enterprise only to find out that my car (the *** hasn't even begun to be fixed. American Auto has now told me that my car rental was not "authorized" and they will not pay for the car rental. More so, I have to return the car rental and my vehicle (VW Tiguan) has not been fixed nor do I know (because they - American Auto will not tell me) when it (my car) will be fixed. I have reached out to both businesses ********************************** Auto) and neither has helped to resolved this problem. I continue to get the run around including transferring me to the other (each business alternating transferring to the other business) with out letting me know what is going to happen. It's incredibly bad business that Car Shield did not tell me this could happen or reach out to determine in getting the car rental that my car had not began to be fixed at the time or the car rental. They even reached out to change the conditions of my contracts and let me know I would have now to pay more money. Now that I am being made to pay for a car rental that Car Shield help me to establish with Enterprise and I still have not had my own car fixed, neither business is being responsible for the bill with Enterprise (the car rental). This is incredibly poor customer ********************** and I still have not been able to speak with a supervisor even though I have tried.

  

  Business Response

  Date: 02/09/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through American Auto Shield (AAS) in accordance with your chosen coverage. In cooperation with CarShield, AAS has full authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.  Your chosen repair facility called AAS with a claim for oil consumption but the repair facility was unable to determine the cause of failure, the claim is stalled now currently requiring RDI (remove, disassemble and inspect) AAS notes, your vehicle has been in the same repair facility on 2 previous claims with engine related failures this could be a improper diagnosis/repair by your repair facility but there is no verifiable information at this time.

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  As a resolution,CarShield will refund your last 6 payments 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

  CarShield is here to address your concerns. CarShield is suing the BBB-***************CarShield recently filed a lawsuit against the BBB-**************. The lawsuit asserts that the BBB- ************** is biased against CarShield and that the BBB-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at BBBBias.com

  Customer Answer

  Date: 02/20/2024

  I reject the offer by CarShield.

  

  Business Response

  Date: 02/20/2024

   

  As stated in our response to your BBB complaint, American Auto Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here:  *********************************************************;

  In an effort to resolve this matter, Carshield will offer an additional 3 payments for a total of 9 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: 02/29/2024

  Complaint: 21235525
  
  I am rejecting this response because:
  

  My car was paid off and now she has to buy a whole new car.  It is not satisfactory to me the response that they gave to me.  I had to pick up a rental while my car was in the shop.  It has been an extreme nightmare working with Carshield.  They have put me in a very uncomfortable financial position.  
  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/01/2024

   

  ********************,

  American Auto Shield has authorized over $4,091.83 in previous claims on your behalf which is almost double the amount have paid into the contract.  Our offer of a refund of 9 payments is more than generous. We made the offer in an effort to resolve this matter. We have no obligation to offer any refund due to the amount of claims paid. 

  If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here:  **************************************************

  Customer Relations

   

  Customer Answer

  Date: 03/01/2024

  Complaint: 21235525
  
  I am rejecting this response because: This does not resolve the issues at hand. I 

  I am rejecting the offer of a refund of 9 payments to resolve this matter.  9 payments do not begin to address the amount of money I am now responsible for due to the recommendations of Car Shield.  Initially, if Car Shield believed that I had already exhausted the amount of money that my policy allowed for, they should have informed me via email or letter that there was a limit to how much they would pay rather than let me take my vehicle to the dealership to be fixed, as is the standard I have done in the past.  Because Car Shield did not notify me of their findings (exhausting the amount of money Car Shield would be responsible for), I took my car to the dealership, and they began to perform the diagnostics that Car Shield stated.  As a result, I accrued an outstanding balance of $6,372.50 ($500 - leak down test, $5,872.50 - tear down test).  
  Furthermore, I also had to pay for a rental at Enterprise that Car Shield authorized a reservation for (cost of rental $846.50).  There was no way that I would have been able to rent the vehicle for the amount provided if Car Shield had not authorized the rental (please see attached).  After authorizing the rental, Car Shield then refused to reimburse the rental payment, and I had to be responsible for paying back the amount.
  Ultimately, because of the ongoing dispute and lack of transportation to get to work, I had to purchase another vehicle because the car was still in the shop waiting to be fixed and not inoperable. Thus, they will not release it until the bill is paid.  In addition, once the dealership realizes that the vehicle has been at their business for several weeks, they will reach out to meet requesting payment for the outstanding bill and if I can not come up with the amount.  They will begin to charge me storage fees.
  Again, I have to be responsible for thousands of dollars of work that Car Shield advised me to perform on the vehicle, and the amount of money they are suggesting to resolve this issue does not begin to address the problems caused by Car Shield.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/01/2024

  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 purchased a used car in September 2023 and Car Shield has been calling me every day since October 1, 2023, for an extended warranty. I have repeatedly told them that I am not interested because I cannot afford to pay what they offer. And to this day they still call me 3 to 4 times a day, they are harassing me, and I am looking for someone to help me get this people to stop harassing me. If there is any way you can help or advise me of who can help, I greatly appreciate it.
  
  Thank You
  
  ******** ***********

  

  Business Response

  Date: 02/06/2024

   

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

  We have added your contact information to our do not contact list to ensure you are not contacted by CarShield. 

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the lawsuit is available at BBBBias.com

  Customer Answer

  Date: 02/06/2024

  Thank You. I just wanted to add that I have been on the do not call list.