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:02/01/2024

  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.

  01-31-24 yes im under carshields contract they said engine, transmission, a/c, starting, charging, fuel, and water pump are covered. I took my car into the shop to have the altenator, ac and starting fixed. They wont cover my a/c repair and im being forced to pay more then my deductable. My deductable is 150 if they cant honor their contracts then i would like my money back from june to now

  

  Business Response

  Date: 02/05/2024

  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 claim was adjudicated correctly resulting in the authorization for the alternator and correctly denying the denying blower motor resistor & hazard switch neither of which are listed for coverage under your contract terms. 

  During the claims process,  AAS pulled Carfax and found your vehicle has a mileage roll back reported going from ******* miles 1/24/2023 down to 124,548k miles 02/06/2023 which would make your vehicle ineligible for coverage. The alternator has been authorized and shipped out already to your repair facility so that authorization will stand.

  As a resolution,CarShield will refund your payments in full minus claims paid 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: 02/05/2024

  Complaint: 21230815
  
  I am rejecting this response because: I didn't own the vehicle until June and I gave the miles on the odo that were on the screens if that was done it was before I bought the car. And you can't hold that against me in any way. 
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/07/2024

   

  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:  **************************************************

  If you wish to accept CarShield's offer, please email *******************************.

  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:01/31/2024

  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.

  When I signed up for warranty for my 2018 ***** truck through Car-shield I was told by them multiple times I could take my truck to any ***** dealer in ******* for repairs. I asked the same question over and over. And he insured me I could. Well my truck would not start one day so I called my ***** dealership and told them I was going to have my truck towed in because I think the starter was out. I was told by ***************** service that they dont take Car-Shield. The I call Merit Chev and they told me the same thing. The only place that would take Car-she hield was a small repair shop 20 miles away. This was on 11-28-2023. The shop did not put a starter in it and said it stared for them Car-shield will not reimburse me the funds for the towing. I have had several calls and emails to them and they keep telling me I will see it in 7 to 10 days. The company is a scam. What they tell you and advertise on they commercials is not true. My tow bill was $333.76 I paid Car-Shield $109.00 a month for coverage.

  

  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, CarShield administers claims through ******************** (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 claim started on your behalf. They have received a tow invoice and have started the reimbursement process for the tow. Please contact them with any questions regarding the reimbursement at ************. 

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  There is nothing that CarShield or AAS can do to force any repair facility to work with you.  This is clearly outside the control of CarShield and ********************. 

  We see that you have already cancelled your contract. In an effort to resolve this matter, 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-********* 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: 02/09/2024

  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:01/31/2024

  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.

  My account with ********************** is ************** I am 80 years old and live on **** a month social security and signed up with this company after a tv comercial. it cost me 109 per month and in Dec 2023 my check engine light came on so I took it to **************** in ******** ** because they take CarShield, they checked my car out and told me the issue could only be fixed by a dodge dealer, so I took it to ******* Dodge (they do not accept carshield so I knew I would have to pay out of pocket first then be reimbursed by carshield. So i spent over **** dollars to fix my car and sent all info to carshield. on 19 Jan **** they sent me a check for 500 dollars and told me nothing was preapproved so I was lucky to get any part of this repair covered. Not many repair shops accept carshield so I am not sure how they expect me to force a repair shop to deal with an approval process that they dont accept. I need my car for my everyday living so I did not have many options. They have cashed my premium check to their company every month and now that I had to use their service they decide to claim I should have done things that are not listed on their comercial on TV. It says take your car to the repairman of your choice and they will get it paid. They are using false advertising to rip off elderly people that believe their comercial. My claim number for this is *******. Contract number is MFR4267447. I had my son ****** call them and not only were they rude and hung up on him but they kept telling him that I was lucky to get any part of this repair paid by them. I would like this practice stopped, elderly people do not have money to waste on a company that uses false advertising to trick people in to thinking they have insurance for your vehicle if it breaks down. I am canceling this account today but they need to honor their tv ad or quit cheating us older people.

  

  Business Response

  Date: 02/05/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through ******************** (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 claim was adjudicated correctly resulting in a denial due to not obtaining AAS' authorization and an approval before having the repair performed on your vehicle.

  Your contract clearly states at the bottom of each page starting on page 1 of 20 " NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION CALL ************ or ************" AAS also reviewed the service records sent in by your repair facility and found "burned valves" which is common term for carbon build up and burning. Carbon is not a coverable failure under the contract and this would not be a mechanical breakdown/failure or a emergency repair. Carbon is specifically listed as excluded from coverage under General Exclusions, paragraph 17, page 6 of 20. We have attached a copy of your contract for convenience. 

  As a resolution,CarShield will refund your payments in full minus claims/reimbursements paid 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-********* 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: 02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is about the best I am going to get from this company, If they follow thru with a total refund of the money I have paid them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2024

  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.

  WORST COMPANY I EVER ENCOUNTERED!!!!!!!! NOBODY KNOWS WTF IS GOING ON - Ive paid my premiums on time EVERY month , its going on 2 months and i am still without a rental (no rental until claim is approved) so unprofessional!!! Liars !!!! The shop still have my car !!! I had to send my car to another shop cause the dealer where it was at was under the impressions based off experience carsheild only supplies USED ENGINES ! I really wish i never wasted my money with this company . I need to speak to somebody thats ahead of that whole office ! If a check isnt sent out like it been pose to instead of adjusters not answering and going missing for days with no updates ! I have been crying non stop - this is causing emotional damage !!! If this isnt resolved this week and check sent out i will seek further help and from the media and more !!!!

  

  Business Response

  Date: 02/05/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, CarShield administers claims through ******************** (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. ******************** has informed us they will be reaching out to you regarding.

  ******************** 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-********* 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: 02/05/2024

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

  Customer Answer

  Date: 02/07/2024

  This company is the worst company I have ever found in my life. My car has been in the shop. Well the second shop for two months now no claim has been decided on nothing has been paid. I was told that I needed a breakdown then I was told I needed maintenance records to turn into. See if I have been maintenance in my car correctly that whats good now they are saying I need a tear down now. My advisor that has my car is officially done with them. It is no point of getting a tear down when it cost $4000 and the engine is **** that they want to us !! Not to mention the claim can still be denied so I will be liable to you pay $4000 they say they pay for the tear down but I dont trust these people . So with that being said, I would be liable to pay $4000 for the tear down and say the claim get denied OK that means I will have to pay $4000 and be out of a engine and altogether I will be paying about $11,000 and no coverage.. nobody in my area takes car shield. They say they are a joke. This was the last place that dealt with them and now they no longer deal with them. WORST MISTAKE OF MY LIFE !!!! I hate you people !!!!!! I WANT ALL MY MONEY BACK I HAVE BEEN PAYING for my premium for 2 years !!! !!! now !!! Or i will be going to the news station my aunt work at and set it tf offf !!! And more !!!!! You people are SICK !!! and liars !!!!!!!!!!!!! No claim has been processed !! I expect my money since i have to pay for a WHOLE NEW ENGINE by myself !!!!!

  

  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 ******************** (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. 
  

  ******************** has informed us they have reached an Agreement with you. Please allow 7 business days to draft the Agreement and email it to you for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 02/09/2024

  ****** reached out to me from AAS about a full refund , he said u should expect to sign for it by Monday , so when i receive that refund i will close this claim out , for now i will keep it open until further notice . 

  Customer Answer

  Date: 02/19/2024

  I left a message update last time to notify you guys  , i did not respond to the action because  i havent gotten my refund YET !! I was going to close it once i got it ! 

  Customer Answer

  Date: 02/20/2024

  Ive been paid , this has been resolved . I feel comfortable closing this out now ! 

• Initial Complaint

  Date:01/30/2024

  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.

  The covered part per contract was not covered thus a payment should be make to me for parts and labor that I had to pay for..

  

  Business Response

  Date: 02/05/2024

  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 correctly adjudicated with a partial authorization but denial of the exhaust manifold.  Your repair facility state the failure to the exhaust manifold was due to a broken bolt and bolt extraction. Your contract does have coverage for the exhaust manifold but it has not failed. The broken bolt that needs to be replaced. Your contract lists fluids, nuts, bolts & fasteners only covered as required of a covered breakdown, not a stand alone repair. 

  ******** **** ****** had authorized $1,909.40 towards your repairs. If you wish to void that authorization, Car****** will refund your payments in full 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 ***********

   

   

  Customer Answer

  Date: 02/08/2024

  Complaint: ********
  
  
  BBB Case # *************                                                        8
  Feb 2024
  Reference the response from the business because
  I have a letter from the repair shop stating:
  In reference to claim # *******, **** ***** 2015 Ram 2500.
  
  The exhaust leak we inspected and diagnosed, in our professional
  opinion, was caused due to exhaust manifold warping due to heat cycles
  experienced with normal operation of the vehicle. Warping of the exhaust
  manifold caused the bolts to break that hold the manifold to the cylinder head.
  No bolts were missing, or backed out as was evident by the fact that the broken
  end of the bolts were still located inside the bolt holes of the cylinder head.
  
  --
  Kelley's **** and Diesel
  ***** ********
  (see attachment of the Email)

  
  The Exhaust manifold was the root cause of the exhaust leak.
  Also, their first denial stated that the bolt had backed out, then the second
  denial they stated it was the bolt breaking off. As shown in the pictures the
  exhaust manifold was warping and was the root cause of the failure of the
  exhaust leak.
  Yes you paid some of the repair $1909.40 plus $200 (my
  deductible ) = 2109.40 towards the rear end that had a total of $2898.60 Plus
  taxes (included $25 half of the shop fees) which I’m ok with that. If the exhaust
  manifold resembled the present paid out that would be ok 73%. So the bill of $3298.40
  plus taxes for the exhaust manifold repair minus $200 deductible $3098.40 so
  73% would be $2261.83 this would be in line with the other repair.
  I feel that this would be a fair resolution to this issue.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 02/09/2024

   

  As stated in our response to your BBB complaint, ******** **** ****** 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 ******** **** ****** 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:  https://******************.com/dispute-resolution/

  If you want to void the authorization and receive a full refund, please email ******************. 

  Customer Relations

• Initial Complaint

  Date:01/30/2024

  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 dropped coverage at the end of October of '23. I just found out that CarShield has been billing me for $99.99 for 3 months past my cancel date.

  

  Business Response

  Date: 02/01/2024

   

  We
  appreciate you bringing this to our attention.

  Although CarShield has no records of you cancelling your contract, we have requested a refund of your last 4 payments.  You will receive the refund by check within 7-10 days. 

  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:01/30/2024

  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 took my 2007 Chevy Silverado to a repair shop for a power steering pump repair/replacement. Total cost of the repair was invoiced at $1,466.76 of which Car Shied/******** **** ****** paid $494.24 and I was left with the balance of $972.52. I called Car ******/******** **** ****** and was told that all I was supposed to pay was $100.00 Deductible and $28.00 for a battery. I've been on the phone for the last two days trying to sort this out with no success. The repair facility said they submitted the invoice and was told that Car ******/******** **** ****** was only liable for the $494.24. What a rip off. Cancelled my contract.

  

  Business Response

  Date: 02/05/2024

  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 adjudicated correctly. The out of pocket costs are due to your chosen repair facility not allowing shipped in parts and instead of informing you of the out of pocket costs, they went ahead with the repairs using their part without consulting with you first. 

  We see that you have already cancelled your contract. As a courtesy, Car****** will refund your last 3 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:01/30/2024

  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 filed a claim with Car****** around December/2023 they are requesting service records that I have already sent over and they are requesting to send over additional items that I feel like I have already sent, or that isn't needed. Then they say that the documents are unverifiable and that are not going to proceed with my claim. The repair facility is charging me over $700.00 in storage fees. I would like for my car to be fixed because I can not do anything without my car or I would like to be refunded since the contract started.

  

  Business Response

  Date: 02/01/2024

  Thank you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, CarShield
  administers claims through ******** **** ****** (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 claim has stalled out due to unverifiable service records that do no show mileage. After digging into the information more, the repair facility the vehicle has been out of business since 2019. The date on the service records is 9/23/23 and the google images shows an abandoned repair facility time stamped September of 2023. This is an obvious fraudulent attempt to get a claim covered.

  Car****** will refund
  your payments in full upon execution of a Settlement and Release Agreement. If
  you wish to accept this offer, please email [email protected] 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. 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 CarShield.  A copy of the lawsuit is available at BBBBias.com

  Customer Answer

  Date: 02/12/2024

  I accept their offer of resolution.  

• Initial Complaint

  Date:01/30/2024

  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.

  see Attached document

  When I got Car****** they stated the plan they put me on would cover engine/motor/transmission.  Well took car to dealership and did a diagnostic and state needs needs new motor, claim said they need to do a RDI tear down but I would have to pay for it. Give me a refund or fix my car.

  

  Business Response

  Date: 01/31/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments. We have contacted them to obtain information on the repair claim you have referenced. Per ***, your chosen repair facility never presents a cause of failure and when RDI (remove, disassemble and inspect) was requested, the RDI was not performed. We see that you already have cancelled your contract. As resolution Car****** will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email info@car******.com 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:01/29/2024

  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.

  10/23 I started a policy with Car ****** at $169/month which was advertised as bumper to bumper coverage. In 12/23 I had an oil leak and so I took it to a garage and now they are refusing coverage.

  

  Business Response

  Date: 02/02/2024

   

  Thank you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, CarShield
  administers claims through ******** **** ****** ****) 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.  Per AAS, your claim did not move forward because you did not submit the requested records nor did your chosen repair facility send photos verifying gasket failure at 48 days into coverage. 

  As a resolution,
  Car****** will refund your payments in full 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. 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 CarShield.  A copy of the lawsuit is available at ***********

  Customer Answer

  Date: 06/04/2024

  I still have not received my money back. I reached out to the email notated on 04/30/24 and said I would get my money back in 7 business days. It is now June with no cent in sight.

  

  Business Response

  Date: 06/04/2024

   

  We will send the Agreement to you again for your electronic signature. The Agreement comes through DocuSign. Once the Agreement is signed, we will send your refund.

  Customer Relations