Complaints

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

• Initial Complaint

  Date:07/15/2025

  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 requested information from Car Shield online. I decided I am not interested in their services, which I have told them again, and again. They keep calling me. I have asked them numerous times to stop contacting me and to take my name out of their database. They continue to call me numerous times a day.

  

  Business Response

  Date: 07/16/2025

  We have removed your phone number from our system, and we have blocked your phone number to prevent future calls. 

  -Customer Relations 

• Initial Complaint

  Date:07/14/2025

  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.

  Based on my contract I have with Car Shield (contract #MRF5251025 dated 11/22/24) I am filing a complaint with BBB to show that there seem to be a corrupt and unethical business practice with Car Shield also a BAIT AND SWITCH behavior A claim was initiated with Car Shield on June 4, 2025, (Claim #*******) when my car broke down on the highway and was towed to ************* in *********** **********. It took Car Shield about 3 weeks to have an adjuster looked at my vehicle. At one point Car Shield approved part of the repairs and subsequently denied additional repairs which was consistent with the initial break down of my vehicle. Which was based on the diagnostic by the repair shop. The cause of the break down was due to drive shaft issue which according to the repair shop is tied the transmission which is a covered item in my contract

  

  Business Response

  Date: 07/15/2025

  Mr. ********, 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for all coverable concerns for both the  driveshaft, oil and transmission leak concerns that were submitted by your repair facility. However, the oil pan is deemed excluded from coverage as it was damaged by the driveshaft failure and would not be a covered failure as it was not caused by a covered engine component. Additionally,  repair facility part and labor pricing markups as well as non-covered parts, labor, shop fees, taxes, unauthorized repairs, and non completed repairs   would be deemed your responsibility as the *** would not be liable for these amounts. The *** liability has been met for the covered portion of the claim with current authorization provided in the amount of $3,019.38 to your repair facility.
  
  
  Your claim has not been paid to the repair facility as you did not authorize the out of pocket costs deemed necessary to complete  the repairs. In efforts to resolve this matter, CarShield is willing to provide a one time payment directly to you in the amount of  $3,019.38 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 07/30/2025

  Please note the attached correspondence contains new information regarding repairs that should be done by Car Shield based on contract. The TRANSMISSION is a major component in all vehicles and this is covered in my contract with Car Shield. Based on the diagnosis that was done by Cherry **** ******** Benz, the transmission is damaged and is a deemed a safety issue. I am requesting a reopening of an investigation in this matter.

  
  

  I was unable to respond to your previous email as I out of the country with no access to my email. Thanks.

  
  

  ******* ********

  
  

  
  

  ---

  From: ******* ******** <************************************>
  Sent: Tuesday, July 29, 2025 5:44 PM
  To: ********************************************************* ******************** <mark.******@carshield>
  Subject: Re Claim# *******

   

  Dear Sir/Madam

  
  

  In respect of the above Claim Number, I have some issues that needed to be addressed immediately as my car has been held up at ******************************** repair facility for the past 2 months due to misrepresentation by Car shield. First, when my car was taken to the repair shop it was there for about 2 weeks before an adjuster from Car Shield could go there and inspect the car.

  After the inspection there was another delay waiting for parts options. Car Shield eventually made an offer to fix the drive shaft which was a part of the diagnostic results. The offer was $3019.28 to repair driveshaft.

  
  

  Once the car was taken apart it was discovered that the transmission was cracked. As a result, the repair shop requested for Car Shield to send a second appraiser to come and get a visual review of further damage, said request was denied. And as customer I also requested/asked for ********************** to send a second appraiser out but was told that they only send out an appraiser just once.

  
  

  Based on opinion of ************* it is unsafe to drive a vehicle with a CRACKED TRANSMISSION and I am sure that I do not want to drive an unsafe car.

  
  

  In my contract TRANSMISSION is covered, so I need an explanation why Car Shield has decline to honored

  their obligation and is giving the run a round to repair my vehicle. I am beginning to think that according to your advertisements there seem to be a BAIT AND SWITCH practice and dealing in BAD FAITH

  
  

  You are welcome to contact ****** *********, Service manager at ************

  
  

  Looking forward to have this matter resolve expeditiously. Thanks.

  
  

  ******* ******** ************

  

  Business Response

  Date: 07/30/2025

  After review of your claim it has been determined that it was correctly adjudicated.  We reference page 15 of 22, first paragraph of your contract which excludes the transmission case, case adapter housing and torque converter housing from coverage unless damaged by a moving internal COVERED BREAKDOWN of the Transmission.  We have attached the contract for convenience. 
  
  There are also other charges on your invoice that are not covered by your vehicle service contract such as your repair facility parts and labor pricing markups, non covered parts, fees, taxes and non authorized repairs. 
  

  In our response to your first complaint, we offered you a one time payment in the amount of $3019.28 with a signed Settlement Agreement.  You have paid $1055.52 in premiums on your contract this far.  The payment to you is obviously not a monetary win for CarShield.  If you wish to accept this offer, we will draft the Agreement and send it to you for your electronic signature. 

  Customer Relations

  
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a letter to cancel my contract as that is what was in the cancelation portion of my packet. This was in May 2025. They continued to deduct money from my bank account for 2 months. When I called to speak to customer ********************** they claimed they had no record of said letter therefor refused to reimburse me for the months in which I shouldn't have been charged.

  

  Business Response

  Date: 07/15/2025

  Ms. *******, 

  We have not received the cancellation letter that you have sent. However, as a courtesy, CarShield will refund two monthly payments. Please allow 7-10 days for processing. 

  -Customer Relations 

  Customer Answer

  Date: 07/15/2025

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

• Initial Complaint

  Date:07/14/2025

  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 have been paying for their warranty for two years, never missed a payment or been late. Never used them for anything, now my car needs a rear differential, and a transmission. They have denied the rear differential completely, and want to only partially pay for the transmission. I am a diamond member so I pay a little more for the piece of mind. I am supposed to be completely covered except for a $50.00 deductible. They say the rear differential is preexisting, but my car is impeccable. It has been very well maintained and taken care of since the day I bought it. Please help me with this business.

  

  Business Response

  Date: 07/15/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that the transmission was authorized and the rear pinion seal, the original cause of failure to the differential, was correctly authorized as a credit toward the replacement of the differential assembly. 
  
  
  As stated within your VSC, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. 
  
  
  The transmission was authorized based on codes indicating failure to the torque converter and a high likelihood of metal contaminating the transmission. The rear differential was found to have a pinion seal leak. Images from the inspection confirm that the leak was active for a moderate amount of time as some road grime build up is present. It was found that you had continued to operate the vehicle while leaking long enough that the differential was shown to be low on fluid and the inspector stated there was metal found within the differential. The pinion seal was identified to be the initial cause of failure and that you  drove it into the repair facility after having ran it with the low fluid level. Therefore, the seal is the only coverable failure and the entire assembly will remain denied.
  
  
  Your claim has been authorized in the amount of $6,317.87 to your repair facility to be used toward your repairs. This authorization has remained unpaid as you have not authorized the out of pocket costs necessary to complete the repairs. In efforts to resolve this matter, CarShield is willing to provide a one time, direct payment to you in the amount of  $6,317.87 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:07/14/2025

  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.

  Dear better Business Bureau, I would like to put a complaint in against a company called Car Sheild in August 2024. I got an extended warranty on vehicle. They call me for $99 a month. What is zero deductible they would cover over 5000 parts I took my car in to the ******* dealership. There was a couple things wrong with it and I called cash Sheild and they were not even cover a five dollar part they charge me $99 a month I canceled with the company two months later after signing up with them they owe me five months or refunds $99 amonth. They said I canceled with them in February 2025 which was a lie. I canceled with them two months after I signed up with them. I called them many times. They are very rude to me and I am looking to get refunded. They are TV for false advertisement even saying they cover over 5000 parts which they told me over the phone and like I said they were not even cover a five dollar part so I am looking for your help to get a refund like I said I signed up with them in August at the end of I canceled so they owe me five months of refunds which totals $495. I am hoping you can help me out with this if you need toreach me please call me at ************ if you need any further information, please feel free to ask. Thank you very much sincerely, ***** *******.

  

  Business Response

  Date: 07/17/2025

  Mr. *******,
  CarShield records all calls to ensure quality customer ********************** and satisfaction. We have reviewed the calls that you have referenced within your complaint. Upon review of our files, it was discovered your account cancellation was posted 3/20/25 due to a past due payment being charged back on February of 2025. On January 1/21/25, you had called in to go over the covered components of your contract, and wanted a copy mailed to you. On the same day, you had called in to make a payment and update the credit card on file. This has clearly surpassed your estimated cancellation date of November within your complaint. 
  
  
  Furthermore, as outlined within your contract, your Vehicle Service Contract does not provide coverage for items considered general maintenance needed to maintain your vehicle. You were informed of this on 1/21/25.  
  
  
  CarShield provides a thirty day, money back guarantee that is afforded to all CarShield customers. You have clearly surpassed this time period. As you have already charged back one payment, there will be no refund due. 

  -Customer Relations 

  Customer Answer

  Date: 07/18/2025

  Complaint: 23597707
  
  I have reviewed the business' response and am rejecting it because:
  Dear Better Business Bureau I got an email back from you. I am not sure that I filled out the complaint the right way but I canceled with Car Sheild on February 2025. I am working with the ************************ they charged me five times. I spoke to my credit card company and they said they credited me back three times. I do not see any credits on my statements with Discover. That was the credit card company that I used for them to take out the $99 a month so they would owe me three months of refunds at $99 a month that would be a total of $297. This is very stressful because they told me they would cover over 5000 parts when I first talked to them and they were not even cover a five dollar part So like I said in February 2025 I canceled my contract and I would just like to be refunded the three months that they were supposed to refund to me. I even talked to Discover and they did not see three months of refunds on there, they only saw one car sheild said they refunded me one month as a courtesy but they still owe me for two months so thats why Im rejecting this Complaint. I am hoping you can help me out like I said I am not sure I filled it out right the first time but the ************************ has all the information and I just sent you screenshots showing they charge me like I said I am hoping you can help me out with this. Thank you very much. Have a great day sincerely and God bless ***** *******. 
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/18/2025

  dear Better Business Bureau, I have seven screens and its only allowing me to put in five. I have seven screenshots showing that my complaint against Car Sheild. I was charged seven times. I am working with the ************************. They also have information if needed, but I was only able to put in five screenshots and there was another two screenshots showing the car share charged me seven times they said they gave me one refund as a courtesy. I called my Discover card and they told me the same thing I am still owed a total of three refunds. If you need to reach out to me, please call me at ************ like I said the ************************ also has the information I sent her all the screenshots. I tried to send you seven of them, but it would only let me send you five I am owed a total refund of $297 in which cashier did not do they did not refund my Discover card three refunds that is still owed to me I am hoping you can help me out with this Thank you, and God bless sincerely ***** *******

  

  Business Response

  Date: 07/21/2025

  Mr. *******,

  You were charged for past due balances in attempts to keep your account active as you did not call in to cancel prior to the referenced cancellation date mentioned in our previous response. As stated within our previous response, you updated your credit card on file on 1/21/25. This would CLEARLY indicate that you did not cancel back in November. 

  There will be no refund due as you have already charged back one payment. 

  Furthermore, 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. 

  All complaints submitted on other platforms will be responded to in the same manner. 

  -Customer Relations 

  Customer Answer

  Date: 07/23/2025

  Complaint: 23597707
  
  I have reviewed the business' response and am rejecting it because: I canceled my extended warrantyin February 2024
  But it seems they still charge me from the screenshots I sent you my Discover card said they gave me three credits back refunds, but I dont seem to see it on my statements they were supposed to least give me two credits, but it seems they only gave me one credit
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/26/2025

  I cancelled my contract with car shield in feb of 2024 they charged me after that my discover credit acccount told me that car shield credited me back 3 months and that is a lie because they didnt credit me back the 3 months they were suppose to credit my discover card back I sent you screenshots showing proof I need your help because they owe me $297.00 3 months worth of payments they charged me

  thank you

  ***** ****** ******* SR

  

  Business Response

  Date: 07/28/2025

  Mr. *******,
  You were charged for past due balances in attempts to keep your account active as you did not call in to cancel prior to the referenced cancellation date mentioned in our previous response. As stated within our previous response, you updated your credit card on file on 1/21/25. This would CLEARLY indicate that you did not cancel back in November. 
  There will be no refund due as you have already charged back one payment. 
  Furthermore, 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. 
  All complaints submitted on other platforms will be responded to in the same manner. 

  CarShield considers this matter closed. 
  -Customer Relations 

  Customer Answer

  Date: 07/29/2025

  Dear Better Business BureauI was just chatting with an agent and I told him I would send you over two screenshots. I made a mistake saying I canceled in November but I canceled my contract with Car Sheild, the beginning of February Of 2025 and they charged me two more times in March. I just sent you both screenshots. They charge me $99. March 13th 2025 and March 30, 2025 they said they issued me one credit so I would assume They owe me another credit if not 2 for charging me two times on my Discover credit card in March after I canceled in February ********************************************************************************************************************************************* $99 on March 11 Of 2025 and on March 30 of 2025 so it shows they charged me two more times after I canceled the beginning of February 2025. I am hoping you can help me out with this. Thank you God bless sincerely ***** ****** ******* Senior

  

  Business Response

  Date: 07/30/2025

  Mr. *******,

  You were charged twice in march as you were past due for your February payment and had charged back a payment. Your contract was cancelled on 3/24/25 for non payment. The last time prior to your cancellation for non payment, you had requested a copy of the contract. No further call ins occurred prior to your cancellation to non payment. Your charge back has resulted in a refund of one monthly payment. There is no further refund due. 

  -Customer Relations

  Customer Answer

  Date: 07/31/2025

  Complaint: 23597707
  Dear Better Business Bureau I sent you two screenshots like I said I canceled my subscription the beginning of February 2025And the two screenshots show they charge me twice in ******** March 11 and one March 30 for $99 this is the second time I am sending you screenshotsTo show they charged me two times in March $99 I canceled my subscription the beginning of February 2025 they should not have charged me anything after that and they charged me twice in March. I sent you both screenshots. I am hoping you can help me out with this because they have scanned me along the way when I first signed up they told me to recover over 5000 parts. They did not even cover a five dollar part A PCV valve which you can buy for five dollars at ******** when I took my car in for service at *******. They gave me a read out of things that needed to be done. I had to have a friend fix it and pay out of my pocket because of their fault advertisement and the representative telling me he would cover over 5000 parts. I was lied from the day I signed up, so Im hoping you can help me out with this once again I am sending you both screenshots of them charging me in March 2025 and I canceled my contract the beginning of February ******************************************* you can contact me at ************ you have my email address so Im hoping you can help me out with this cause Ive been lied to and lying to you as well. Once again I hope you can help me out with this thank you very much sincerely ***** *******.

   

• Initial Complaint

  Date:07/12/2025

  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.

  On 7/7/2023 I called CarShield **************, to obtain insurance for my 25 year old car, 2000 Buick Regal LS. s/w ******, a few details. CALL fwd to *******, a Service ************ a FAST talking, FAST moving conversation? ******* explained these details abt my vehicle. -Car is high risk, bc of of age. 25 yrs -Only one coverage is available for 4 years OR up to ****** miles. Whichever occurs first.-Plan called SUPER COVERAGE -Entails the coverage of these specific components: Engine, Transmission, Drive Axle, Turbo Charger (she said my vehicle should have one), Fuel injectors, Seals and gaskets, Water Pump and the Transfer Unit.-Plan also has towing and rent a car options if it will be kept by the shop.-If service required within 3 months of purchasing CarShield? Deductible is $1000 -If service required after 3 month purchase period? Deductible is $500.-Service requests can be made after 90 days OR after 200 miles. Previous offer was 90 days or 1000 miles. WHY should the mileage matter? When I AM LEAD TO BELIEVE? The 3 month clause? Seems ambiguous. In this FAST talking conver? ******* offered the SAME coverage, quoted DIFFERENT prices, including different installment schedules ranging from 24 months to 30 months ONLY. NO 36 month plan? Was ever covered or discussed. The LOWER the price got? The LONGER the installment period, seemed peculiar. Offer #1 $179.96/ 24 mos= $4,319.04, Offer #2 $145.13/ 24 mos= $3483.12, Offer #3 $******/ 30 mos= $4063.50, and Offer #4 $118.83/ 30 mos= $3564.90, I agreed to the last offer, not realizing? The second offer was $81.78 LESS, WHICH IS THE PLAN I WANT NOW. ******* applied discounts, my *** age, which prompted ******, but increased to 30 mos. Then she told me her mom died? So she would give me her own family and friends discount, $118.83, but also for 30 months. I got the email? For 36 months at $118.83+sales tax= $4396.86 THIS IS FRAUD! Spoke with Tuesday 7/10/25, she said to cancel bc no changes will occur. BBB/FTC.

  Customer Answer

  Date: 07/15/2025

  On June 7, 2025 I spoke w *******, to purchase CarShield Insurance for my 25 yr old car. The supposed terms we agreed to was this, bc certain PERKS applied in this FAST moving conversation to sell me CarShield for my vehicle. The price range began at over $170 per month, per a 24 month installment of the total costs. Monthly cost plus applicable tax equals TOTAL I would pay...supposedly. So then? THESE discounts along the way of lowering the amount to something I WOULD agree to? WERE applied as I recall. Your age she said, you get a Sr. ********* I made a note of ALL the numbers she covered, but don't have the notes with me right now to confirm to BBB? ACTUAL numbers OFFERED me. I can however? Submit those numbers in a follow up to this complaint. 24 month installment offered. Another discount. My mama died she said...So? I will give you my friends and family discount...still NOT acceptable bc now? Installments went from 24 months to 30 months. What? Yeah. The LOWEST price offered me? $118 and some change a month for 30 MONTHS i was TOLD. NOT SO. When email was opened? CarShield had contracted me for 36 months, instead of 30. NO. NOT what I agreed to. So? Early yesterday morning? I called them. Spoke with Tuesday. Yeah, She did NOT get it. I explained, if we can agree to ORIGINAL billing? I be fine with that. In less than 2 mins? Tuesday returned to the phone to say...you have to cancel, bc they will NOT agree to CHANGE it for you. I tried to explain earlier in the conver, that I BELIEVE? I was FRAUDED here. Oh no...let me see what I can do or something to that effect. There was NO intent to DO RIGHT. Just...you can cancel. To which I said ok, I will file complaints with the BBB and the *** before I cancel. This IS fraud!

  

  Business Response

  Date: 07/15/2025

   

  We apologize for the confusion. Your contract terms have been changed to what you were told on the call.  Please allow 24 hours for the change to appear in our system. 

  Any questions can be directed to ************ or *********************************************************.

  Thanks! 

   

• Initial Complaint

  Date:07/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Car Shield Diamond Warranty was sold to me as being transferable to an individual buying the car from me if still under remaining warranty term. The web site states the same. I sold the car to an individual, explained it was under warranty and the warranty was transferable. When I called to transfer the warranty on 7/11/25 the representative, ****** informed me that "management has changed the policy and that the warranty was no longer transferable". I explained this was contrary to the terms of the policy sale and the web site. After putting me on hold she came back and told me the warranty could only be transferred to a person whose name was on the original title. I explained that made no sense, why would another person's name be on my title. She said someone would call me in ***** hours. This is criminal. I have been misled and cheated on the value of he policy.

  

  Business Response

  Date: 07/15/2025

   

  The CarShield legal department has reached out and are working on a solution on this matter. 

  Customer Relations

• Initial Complaint

  Date:07/11/2025

  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.

  7/11/2025 Car Shield mailed an unwanted letter in my name to my address. I have never registered my details with this business. I feel my personal details are stolen for them to be in possession of Car Shield. the mail was sent Pre-sorted Standard US Postage Paid. Mailed from ***** Permit 112.I want no further contact from Car Shield.

  

  Business Response

  Date: 07/14/2025

  Ms. ******,

  Based upon our records, you were a contract holder until 8/12/19 when you decided to cancel your contract (MRF1387999). I have attached a copy for your review. CarShield has sent you a mailer to see if you were interested in purchasing CarShield coverage once more. However, we have removed you from our mailing list. 

  -Customer Relations

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking a full refund of all premiums paid, along with reimbursement for repair costs that should have been covered under my CarShield Platinum Plan. I enrolled with CarShield in January 2024 after seeing numerous advertisements promoting the company's coverage for vehicle repairs. I believed this would be a reliable safeguard to help with unexpected auto expenses.During the enrollment process, I provided all requested information, except for the exact mileage on my vehicle at the time. The representative assured me that the mileage was not a problem and could be easily updated later. After enrollment, I was never contacted for mileage update. There was no issue until I needed to file a repair claim.When I submitted my claim, it was denied based on the mileage reported. I was told I had not driven the vehicle enough to qualify for coverage. At that point, I recalled the earlier conversation with the representative who assured me the mileage would not be an issue. I explained to the claims representative that I own three vehicles, and this particular vehicle is not driven frequently. Despite this, my explanation, provided to the claim's representative through several phone calls, was disregarded, and my claim was denied. The denial was strictly on the mileage technicality, forcing me to pay over $2,500 out of pocket for a repair that should have only required a $200 deductible under my Platinum Plan. When I spoke to the cancellation representative today, she said, "I see your claim was denied because the mileage was entered incorrectly during enrollment."I have consistently paid premiums for 18 months, yet CarShield has failed to provide the protection I was promised. The Platinum Plan, which was described as comprehensive coverage, did not deliver as advertised. I am therefore requesting a full reimbursement of all premiums paid, as well as reimbursement for the repair expenses that should have been covered under my plan.

  

  Business Response

  Date: 07/15/2025

  Ms. ******, 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  CarShield records all calls to ensure quality customer ********************** and satisfaction. CarShield has reviewed your initial sales call and it was discovered that you were unable to check the current mileage of your vehicle but reported between *****k in *******. You were informed by the sales representative that it was ok that you do not have the exact mileage, because you know you are under 95k miles. At time stamp 17:31, you were informed that you should update your exact mileage at a later date.
  
  
  As stated on the Declarations Page of your contract, upon receiving your contract, you are to verify that the mileage and other information about you and your vehicle as provided on the declarations page is accurate. Immediately contact the seller listed on the declarations page if any information is incorrect.
  
  
  On 2/13/25, over one year after the inception of your coverage, your repair facility had reported your vehicle's breakdown. You were asked to provide service records to verify maintenance of your vehicle. Upon review of your service records, mileage calculation and a CarFax report dated 12/11/23 at ******mi it was found that incorrect miles were given during inception and your records would put you within the waiting period. Your repair facility sent in photos of your odometer showing the vehicle has moved 26 miles since inception. The *** waiting period is is 20 days AND 500 miles, OR 40 days AND 250 miles. Your failure is within the waiting period and not coverable per the terms and conditions of your ***.
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. However, in efforts to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4929046 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  
  

• Initial Complaint

  Date:07/11/2025

  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.

  Canceled contract in may2025, then they took money from my bank account yesterday July 9, 2025.

  

  Business Response

  Date: 07/14/2025

  Ms. *******,

  We have refunded two monthly payments and have cancelled your contract as of 7/14/2025. 

  Please allow 7-10 days for processing. 

  -Customer Relations 

  Customer Answer

  Date: 07/28/2025

  I am satisfied with the business response. Thank you BBB for your assistance with resolving my complaint.