Complaints

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

• Initial Complaint

  Date:09/15/2025

  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 September 3, 2025 I filed a claim with Car Shield. I was asked to upload Maintenance History to the app, and the website.I uploaded the maintenance history, the app AND the website were glitching. I called the customer service department and tried to upload the documents real time and they didnt get the documents.The representative stated that there is no email they can use to communicate or get proof of delivery which is highly unprofessional for a major company. It shouldnt take over two weeks to upload some documents and I refuse to believe that NO ONE at the company has an email to communicate.

  

  Business Response

  Date: 09/15/2025

   

  Please send the maintenance documents to ******************************* and we will forward them to the claim adjuster immediately for review.  Please be sure to include your contract number of claim number for reference. 

  Customer Relations

• Initial Complaint

  Date:09/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service contract with CarShield for my 2016 Range Rover Sport Supercharged (V6). In late June 2025, I reported a loud engine rattling and had the vehicle towed to a CarShield-recommended shop. I clearly explained the problem. The shop left my truck for two weeks before diagnosing it with an OBD tool, revealing 26 codes, a clear sign of a major problem. Instead of addressing the underlying issues, they only repaired parts CarShield would pay for (including a fuel pump), took a month, and failed to disclose the real problem: a blown head gasket. Shockingly, they poured block sealer into my truck without my consent.CarShield then directed me to a second shop, where miscommunications with the inspector caused delays, forcing the inspector to visit twice. Both mechanic and inspector recommended engine replacement. A block test was requested, but the truck was pouring gasoline, making the test impossible.Despite following all protocols, CarShield is willing to send my truck to another shop but refuses to cover towing fees, even though their shop caused the damage. **************** has been unethical and unsafe: one representative told me to call 911, another instructed me not to disclose the gas leak and implied I should run the truck with a gas leak to complete a test.I paid a deductible and diagnosis fees while my truck is in worse condition than when I started. Ive missed work, endured financial loss, and suffered extreme emotional distress. I have maintained my vehicle despite displacement from a house fire, routine maintenance is documented, and I have been a CarShield customer since 2023 with no prior claims.This is unfair, negligent, and potentially malpractice-level behavior. I am requesting BBB assistance to ensure 1.Pays full towing fees caused by their shops negligence.2.Properly repairs or replaces the engine.3.Reimburses all deductibles, diagnostic fees, and additional expenses.4.Handles my claim ethically and promptly.

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim has not yet been adjudicated and is potentially related to the previous claim where the vehicle was towed in and verified by roadside, and the repair facility replaced 4 ignition coils and a fuel pump. The repair facility also noted that the ** pre heater pump/Aux water pump had the coolant lines to it bypassed, they weren't hooked up. 3 codes show two knock sensors, an O2 sensor, and the coolant temp sensor, all of which were are not listed for coverage under the contract terms, needed to be replaced. There is no indication you completed those repairs. The authorized repairs were completed and the repair facility also advised you that the vehicle has a blown head gasket. After those repairs the repair facility called in and advised American Auto Shield that you needed to find a different repair facility to repair the head gasket.

  At the current repair facility, where a Lemon Squad inspection was performed, 3 codes show the vehicle to be overheating and it displays timing chain noise. The repair facility diagnosis confirmed the overheating but they never performed/showed the inspector the vehicle failing a block test. Also, the scan data provided in the inspection shows the oil level is down more than a quart. There are also notes that state the technician relayed to the inspector that the vehicle had been overheated multiple times. Photos of the engine bay do show there was dried coolant residue throughout. There was also what looked to be stop leak found around the coolant fill location and that the coolant level was low. The odometer reading reported by the repair facility shows to have increased by 12 miles. The repair facility reported the vehicle was towed in but there is no tow showing in roadside. The current repair facility did however provide an estimate for timing chain replacement and replacement of what looks to be one head gasket @ $4921.36. SLCS was not able to confirm the accuracy of the estimate because of doubts that ******** Pro-Demand is providing accurate information.
  
  Both claims show the vehicle had multiple codes relating to the knock sensors, o2 sensor(s), cooling system, cooling fan, active grille shutters, etc. The claim has not yet been adjudicated as the adjuster was requesting verification of the vehicle failing a block test to prove the likelihood of a blown head gasket(s).  You contract has paid out approximately $2,306.08 in repair claims on a prior claims. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores AASs commitment to honoring our obligations in good faith.

  As a resolution, CarShield will offer a full refund minus claims paid with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature. Any pending claims will be cancelled as part of the Settlement Agreement. 

  Customer Relations

  Customer Answer

  Date: 09/19/2025

  Complaint: 23885671
  
  I have reviewed the businesss response and respectfully reject the proposed settlement. The information provided not only fails to resolve the issue but further validates my concerns about malpractice and unethical conduct by the repair facilities recommended by CarShield. I initially brought my 2016 Land Rover Range Rover Sport in for a rattling noise in the enginenot for a fuel pump, ignition coils, or any of the other components referenced. The diagnostic codes pulled were symptomatic of a deeper issue, yet the first shop selectively repaired only what CarShield would cover. After receiving payment, the shop then claimed the vehicle had a blown head gasket, a diagnosis that was never mentioned during the two-week diagnostic delay and came as a complete surprise. The businesss own statement confirms that the ** pre-heater pump/auxiliary water pump had bypassed coolant lines, which strongly supports my claim that block sealer was poured into the engine without my consenta known method for directing sealant into the block. Additionally, the mention of dried coolant residue and stop leak around the coolant fill location further confirms this unauthorized action. I had never experienced coolant issues prior to this, nor did I bring the vehicle in for such concerns. If the head gasket had truly been blown upon arrival, an ASE-certified mechanic should have diagnosed it immediatelynot after installing unnecessary parts. The block test cannot be performed now because the fuel pump installed by the first shop was done incorrectly and is leaking gas severely, making it unsafe to run the vehicle to operating temperature. I have attached a video showing the extent of the leak. My vehicle was dropped off on July 7th and not returned until September 9th. The 12-mile increase in the odometer indicates that the vehicle was driven without my consent, contributing to further damage. Regarding the oil level, I want to clarify that my vehicle was parked at my mothers home due to my displacement from an apartment fire, which was deemed a total loss. During those nine months, I drove the vehicle only oncefor my college and high school homecoming on October 18th, and I changed the oil that same day. I have attached both the fire documentation and the oil change receipt.
  As for the towing discrepancy, I used my secondary auto care provider to avoid additional out-of-pocket expenses, which is why the tow does not appear in CarShields roadside records. Confirmation messages and contract details are attached. This response from CarShield appears to be an attempt to shift fault onto the consumer rather than take accountability for the actions of their recommended repair facilities.
  The facts are clear:
  1. My vehicle was driven 12 miles without my knowledge.
  2. It was overheated multiple times in the care of the shops.
  3.  Block sealer was introduced without consent.
  4. The fuel pump is leaking due to improper installation.
  
  5. The engine is now in worse condition than before.
  
  I am not seeking cancellation. I am requesting that CarShield:
  Tow my vehicle to a certified Land Rover mechanic
  Cover the full cost of engine replacement and fuel pump repair
  Honor the terms of my contract, which does not hold me responsible for damage caused by repair facilities within CarShields network
  Compensate me for:
  Time missed from work due to handling this issue
  A canceled family trip caused by my vehicle being inoperable
  Out-of-pocket payments for services I did not need and that failed to resolve the original issue
  I have followed every instruction given by CarShield and acted in good faith throughout this process. I am asking that CarShield do the same.
  
  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 09/22/2025

  I would like to clarify an earlier submission error: I mistakenly sent confirmation messages related to a previous tow involving my ***. However, I have now attached the correct receipt from roadside assistance within CarShields network, which clearly documents the date, pickup and drop-off locations, and includes a PO numbera requirement the towing company confirmed is necessary for processing payment through CarShield.
  Given this documentation, I find it deeply concerning that CarShield claims to have no record of the tow. The receipt directly contradicts that assertion and confirms that my vehicle was transported professionally, not driven. Therefore, the suggestion that I personally drove my truck 12 miles is not only inaccurateit is implausible.
  It is important to note that my vehicle was inoperable due to issues with the head gasket, timing chain, and fuel pumpall of which are explicitly listed as covered components in my contract. There would be no reason for me to drive the vehicle under such conditions, and I did not.
  The continued effort to shift fault onto me, despite clear documentation and adherence to protocol, is both troubling and unprecedented. I am requesting that this matter be reviewed with full consideration of the evidence provided and that CarShield take accountability for the actions of its network repair facilities.
  Sincerely,

  

  Business Response

  Date: 09/23/2025

   

  CarShield and American Auto Shield stand by the adjudication of your claim.  If you wish to dispute the decision, please see your contract for proper instructions on how to file a dispute.

  CarShield has offered a full refund minus claims paid as a resolution. If you wish to accept this offer, please email *********************************************************. 

  Customer Relations

  Customer Answer

  Date: 09/23/2025

  Complaint: 23885671
  
  I am formally disputing CarShields adjudication of my claim and declining the refund offer. I have compiled extensive documentation and firsthand experiences that directly contradict the basis of your denial and demonstrate a pattern of miscommunication, deflection, and mishandling.
  

  I submitted a towing receipt with a valid PO number showing that my vehicle was professionally transported through CarShields own network. In which they claimed was not showing in their system which is one of the many deceptive business practices in this case.
  The repair facility confirmed that the vehicle was towed in, not drivencontradicting CarShields suggestion that I drove it and caused the 12-mile odometer increase.
  I also provided picture evidence of a fuel leak, proving the vehicle was inoperable and unsafe to drive.

  The first shop attempted to upsell me on parts, quoting inflated prices far above market value.
  CarShield initially refused to provide parts, stating they were unavailable, and asked me to pay the difference out-of-pocket.
  After several days of mediation between myself, the shop, and CarShield, a supervisor approved the partsproving that the initial refusal was not based on availability but internal delay or miscommunication.
  During this entire period, there was no mention of a blown head gasket, disconnected hoses, or catastrophic failure. These claims only emerged later, after the shop had already received payment for partial repairs.

  CarShield questioned the credibility of the second shop, causing the technician to become disengaged and frustrated, which further delayed diagnostics.
  CarShield then suggested I move the vehicle to yet another shop, despite its inoperable condition and the fact that I had followed their referral process.
  This placed me in an untenable positioncaught between conflicting parties while CarShield avoided accountability.

  I received a phone call from a CarShield supervisor who stated that my account had no red flags and that my case was fine. He stated that I had a contract since 2023 and never had a "powertrain claim" in which proved maintained my vehicle as required. 
  He even acknowledged that he shouldnt be saying that, which suggests internal awareness that the public narrative being presented may not reflect the actual facts.
  This verbal confirmation directly contradicts CarShields written position and supports my claim that I followed all procedures in good faith.

  I have provided:
  Towing receipts with PO numbers
  Video documentation of mechanical failure
  A consistent timeline of events
  Evidence of improper installation and shop misconduct
  A verbal confirmation from a CarShield supervisor supporting my case
  I am requesting that this dispute be reviewed in full and that CarShield be held accountable for the mishandling of my claim.
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 09/23/2025

  How is this considered good faith effort? I am so confused.

  Customer Answer

  Date: 09/23/2025

  So because they offered a refund it excludes them from all the damages to my vehicle?

• Initial Complaint

  Date:09/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company, CarShield, continues to contact me on average 3x a week to update my policy. I used the service for approximately 6 weeks before selling the vehicle and canceling the policy. Every call starts with updating my current policy that opens to conversation. Each phone call has been the same; confirm policy had been cancelled, ask to be removed from calling list, and immediately hung up on. Beyond the rude customer service I would not do business with any organization with tactics like this. I'm sorry I every did. I would like all calls to stop. I charge $600 per phone call and have documentation of each call in the month of September of 2025.

  

  Business Response

  Date: 09/15/2025

  Thank you for bringing this matter to our attention. We have placed you on our do not contact list, as well as ensuring that both phone numbers ************* and ************) be blocked from out system allowing no further outbound calls as of 9/15/25. CarShield considers this matter closed.

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with Car Shield since November 2024. I have an issue with stock turbo it failed and sent metal pieces to the motor. The repair facility told me that the cost to fix the repair would be $12,000.00 and Car Shield said they would only cover $1,400.00. I have my contract with them that states otherwise.

  

  Business Response

  Date: 09/16/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle was driven into the repair facility with engine performance concerns. The repair facility performed diagnosis and found several DTC's stored for engine under boost and misfires as well as significant oil leaks from the rear turbo. Rear turbo had failed, leaking oil causing the turbo to come apart internally and send metal through out the oil supply system inside the engine causing significant subsequent damages to the engine internals requiring full engine and turbos replacement. Due to the continued operation after the original failure of the rear turbo, your contract will only have coverage for the rear turbo itself, the claim was authorized as a credit to be used towards the engine replacement and not just replacement of the turbo itself.

  CarShield will issue a one time payment in the amount of $1494.38 with a voided authorization to the repair facility and a signed Settlement Agreement. . If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 09/26/2025

  How do i know there is something wrong when there is no dash light or noise. The codes he pulled up you need a special expensive device to pull up the information. That information is not relayed to the owner via dash lights. Common sense says you don't fix your car if it isn't broke. I had no signs or idea i had an issue. They are just scamming to try to not have to repair an innocent elderly customer issue. They did not want to pay for the turbo neither. They said credit so they could wash there hands of the continue issue with the motor. Enclosed you will find what i had to pay and what they were told the cost would be below for the one turbo, not what they offered. This is a obvious consumer fraud and we look to you for help.

  

  Business Response

  Date: 09/29/2025

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

  CarShield maintains its position on this matter as it pertains to the contract in question and no further offer will be made. If you wish to accept our original offer of the authorized amount with a voided authorization 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: 09/30/2025

  Complaint: 23884707
  
  I have reviewed the business' response and am rejecting it because: it was a dishonest decision. ****************** has no dash lights notifying the driver of an issue and no noise was emitting from the vehicle. How do you know something is wrong. They say I drove it, why wouldn't I or you. I realized on highway trying to pass a car and had no power. Parked called car shield and took to the shop they asvised
  
  
  
  Sincerely,
  
  Kerrry *********

  

  Business Response

  Date: 09/30/2025

  The repair shop stated to the claims adjuster that the vehicle was driven into the shop which is a big indicator that the vehicle had continued to be driven after a concern was suspected.
  
  As stated in our previous responses we stand on our claim adjudication and nothing further will be authorized.  The previous offer still stands. If you choose to accept the offer please email *********************************************************. 

   

  Customer Relations. 

  Customer Answer

  Date: 10/20/2025

  This is in response to your letter I received on 10/18/25 (complaint CC-2025-09-****** car shield) in regard to car shields accusations. Nothing has been settled. Car shield contract #MRF5209945 signed on 11/01/2024. At on or about 9/19/25 when i took my vehicle with issues to C&C repair at car shields request, car shield first said when I brought the car to C&C automotive that they would not cover my vehicle because my oil changes where not updated. When I proved the oil changes where up to date and they sent a person out to look at the car and said I drove it for 195 miles so my warranty was invalid. I noticed a pattern of denial and so did the repair shop. They said in their report that a dash light for the tubo was on. The people at the repair shop said that was not true (Witness) ****************** does not have a dash light for a failed turbo, once again car shield said it was on. They had to take commercial equipment into my cars computer to see that the turbo had failed and that it was firing wrong. I do not have such equipment, no light, no noise, no problem, did not have a dash light nor did I have a noise or even oil in my garage which would indicate a problem. I found out something wasn't right when i tried to pass a truck on the highway and had loss of power. I drove home and parked, call car shield in the morning and they told me to take to C&C repair which i did. They told me to drive there and drop off, I complied. The shop also drove to verify there was even a problem since there where no signs of an issue. I since have made what I think is a fair offer considering they should have paid for the entire estimate of $14,000. Enclosed you will find my paid bill for work completed. If they pay for my out of pocket enclosed, I will not request the $1200 in premium's that I paid to them. If they do not accept, I will have to attempt to access the total amount of the estimate for the motor replacement turbos and water pump plus any lawyer fees. This is my final offer that I will send myself. I am just trying to keep from starting to pay $250 an hour for assistance that I will also seek for repayment. This is very ***** on the defendant and hope they do the commonsense thing. Cheaper for both of us and actually I get nothing but my car back to what it was. Thank you for all your help in this matter. I really appreciate it.

  

  Business Response

  Date: 10/21/2025

   

  CarShield has made their final offer of a one time payment in the amount of $1,494.38 with a voided authorization, a full refund of $1,199.88 and signed Settlement Agreement for a total of $2,694.26.   The offer will not be changed or increased and each complaint filed will get the same response. 

  Customer Relations

  Customer Answer

  Date: 10/22/2025

  Complaint: 23884707
  
  I have reviewed the business' response and am rejecting it because: It is not even close to what i paid out, they need to get closer since i am letting them keep the $1200 premium. If they do not want to talk now i will move forward. I trust this will find other people, to warn them about this company and thee disceptation.
  
  
  
  Sincerely,
  
  Kerrry *********

  

  Business Response

  Date: 10/24/2025

   

  CarShield has made their final offer of a one time payment in the amount of $1,494.38 with a voided authorization, a full refund of $1,199.88 and signed Settlement Agreement for a total of $2,694.26.   The offer will not be changed or increased and each complaint filed will get the same response. 
  

  Customer Relations

   

  Customer Answer

  Date: 10/28/2025

  Complaint: 23884707
  
  I have reviewed the business' response and am rejecting it because:
  This is in response to your letter I received on 10/18/25 (complaint CC-2025-09-****** car shield) in regard to car shields accusations. Nothing has been settled. Car shield contract #MRF5209945 signed on 11/01/2024. At on or about 9/19/25 when i took my vehicle with issues to C&C repair at car shields request, car shield first said when I brought the car to C&C automotive that they would not cover my vehicle because my oil changes where not updated. When I proved the oil changes where up to date and they sent a person out to look at the car and said I drove it for 195 miles so my warranty was invalid. I noticed a pattern of denial and so did the repair shop. They said in their report that a dash light for the tubo was on. The people at the repair shop said that was not true (Witness) ****************** does not have a dash light for a failed turbo, once again car shield said it was on. They had to take commercial equipment into my cars computer to see that the turbo had failed and that it was firing wrong. I do not have such equipment, no light, no noise, no problem, did not have a dash light nor did I have a noise or even oil in my garage which would indicate a problem. I found out something wasn't right when i tried to pass a truck on the highway and had loss of power. I drove home and parked, call car shield in the morning and they told me to take to C&C repair which i did. They told me to drive there and drop off, I complied. The shop also drove to verify there was even a problem since there where no signs of an issue. I since have made what I think is a fair offer considering they should have paid for the entire estimate of $14,000. Enclosed you will find my paid bill for work completed. If they pay for my out of pocket enclosed, I will not request the $1200 in premium's that I paid to them. If they do not accept, I will have to attempt to access the total amount of the estimate for the motor replacement turbos and water pump plus any lawyer fees. This is my final offer that I will send myself. I am just trying to keep from starting to pay $250 an hour for assistance that I will also seek for repayment. This is very ***** on the defendant and hope they do the commonsense thing. Cheaper for both of us and actually I get nothing but my car back to what it was. Thank you for all your help in this matter. I really appreciate it.
  
  
  Sincerely,
  
  Kerrry *********

• Initial Complaint

  Date:09/13/2025

  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.

  Warrant claim for an Evaporator core on my vehicle. This part is covered on my contract yet the warranty company wont pay due to what they describe as the part failed due to dirt and debris on the EXTERIOR causing it to fail. As you know evaporator cores are placed in different areas in all vehicles. On My vehicle the core is located in the rear wall from the Factory therefore there was NO way I could have prevented this 10 year old part from wearing out over time nor could I have had it cleaned. Car shield failed to pay my warrant claim for this ridiculous reason. This was installed at the ************ in the wall with no exterior filters etc. I explained this to them as well as the dealership yet the claim was denied. Please help me. Claim #*******. Also there is nothing in my warranty that stated I needed to keep the exterior of this part cleaned thats located in the wall. The interior of the core is whats used to cool the vehicle but they are concerned about the exterior to avoid paying my claim. The labor was $1140 and the part was $364 which equals $1504. With this being said how could I have kept debris away from this part or prevented a man made part from failing after 10 years.

  

  Business Response

  Date: 09/16/2025

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.
  The repair facility diagnosed the ** issue as being caused by a failed rear blower motor and failed blower motor resistor. The cause of failure was confirmed to be an external blockage found in the rear evaporator core which was clogged with dirt, lint, and dust. There was no internal restriction. This type of failure is not covered by the contract, meaning the core replacement was correctly denied.
  Though the contract has fulfilled its obligation, as a courtesy 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
  
  
  

• Initial Complaint

  Date:09/13/2025

  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.

  Amount in Dispute: $1,183.09 submitted / $345.39 pending reimbursement / $837.70 in dispute Policy/Claim Number: MRF5216359 - ******* & ******* Complaint Details:I am filing this complaint due to CarShields mishandling of my claim, poor communication, and refusal to fairly reimburse legitimate out-of-pocket expenses caused by their ************* July 2025, I filed a claim for vehicle repairs. I explicitly declined aftermarket parts and was told by a Car Shield claims representative that the cost difference between aftermarket and OEM parts would be a couple hundred dollars difference and Id pay that upon pickup. I consented based on this, but CarShield authorized an aftermarket part without my knowledge or consent. It failed within a month, causing my vehicle to break down.Expenses incurred:1.Initial Repair ********** 7/22) $224.99 2.Rental Vehicle (9/29/9) $390.99 3.Second Repair (******* ******** ******* 9/9) $567.11 (OEM part, after removing non-covered shop fees and oil change)Total Out-of-Pocket: $1,183.09 CarShield reimbursed $345.39, leaving $837.70 unpaid.While they may technically follow the contract, CarShield made no effort to remedy their error. Their negligence caused delays, additional expenses, and risked serious engine damage to my vehicle.The process was exhausting: dozens of calls to **** with no info, requests for supervisor callbacks on three occasions went ignored, I was hung up on, or told, I dont know what you want me to do about that. When I finally spoke with Claims Supervisor **** *** on 9/11, he limited reimbursement to $345.39 and remarked, you actually made out pretty well because you didnt have to pay two deductibles no wait, I misspoke, you didnt make out well, which was unprofessional and dismissive.Resolution Requested: Reimbursement of $837.70 to cover legitimate out-of-pocket costs caused by CarShields mishandling of this claim.

  

  Business Response

  Date: 09/17/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract,the Specialist determined the claim was adjudicated correctly. Your claim #****** was authorized on 7/22/2025 for a fuel pump concern with vendor part sourced and shipped to avoid out of pockets costs. On 7/23/2025, YOU APPROVED the out of pocket cost and sourced the part from vendor. The repair facility completed repairs and vehicle was released to you. On 8/27/2025, you called ******************** and advised them vehicle was experiencing concerns and was moved to 2nd repair facility. At that time, you stated they were unwilling to take vehicle back to 1st repair even though there was a warranty for the fuel pump.  ******************** started a parts resolution was started same day.

  On 8/29/2025 you stated you were unwilling to accept a 2nd vendor part and current repair facility was unwilling to install vendor supplied part. On 9/8/2025, you were informed out the about out of pocket costs and you were advised it was your choice to have repair facility supplied original manufacturer parts and that YOU would be responsible for charges outside the credit being provided for previous repair.

  Your claim was escalated an additional credit was issued AS A COURTESY to help offset the out of pocket costs associated with current repair facility. On 9/11/2025, rental reimbursement to the claim of $365.08.  You were advised on a recorded line that day of the repair credit and rental reimbursement amounts and this would stand as the contract liability for repairs and rental. Any additional out of pocket costs associated with using repair facility parts, non-verified labor, delays caused by the repair facility to complete repairs would not be coverable under the contract and would be your responsibility per terms of the contract. Remember also, you chose not to use the warranty in place from the previous repair facility which added to your out of pocket costs.

  The contract has gone above liability on this matter and no further reimbursement will be authorized. 

  Customer Relations

• Initial Complaint

  Date:09/12/2025

  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.

  We have had Carshield paying for the policy 4+ years suddenly after having work completed on both mine and husbands vehicles Carshield has decided without verifying that they think the vehicle is considered a commercial vehicle. The truck is not a commercial vehicle they have already paid once for services now they are refusing to allow the shop to fix our truck stating we owe them more money and not even allowing us to provide documentation. The customer service rep. **** my husband he can go ahead and find another insurance. But my husbands vehicle needs work done we have been paying and the truck has never considered commercial never reimbursement and he works for a ************** Carshield has paid for work on my vehicle and we encountered similar issues they told us where to take the vehicle then the places they tell you dont even take Carshield. It is like a money scheme to rob people. There Mission statement is to help people they are causing stress and taking our hard earned money now do not want to provide the services we have been paying for 4 years? We read recently people stating if you have to get work done once then Carshield will start not wanting pay and cause issues to increase rates. I have emailed the CEO and *** without a response. This company is not standing by their ethics, morals, or mission statement. We should only have ****** deductible we have the platinum plan highest quality. We pay for both vehicle ******+ per month. Account/Order is the contract #. The vehicle is at the Dodge Dealer waiting on Carshield to approve the work on my husbands personal vehicle. His company will also provide a letter from the owner as proof my husbands vehicle is not used as a Commercial Vehicle. I have been without a vehicle 5 days now return the rental what is a contract for?

  

  Business Response

  Date: 09/16/2025

   

  The CarShield legal department has spoken to Mr. ******** and the claim is moving forward. 

  We consider this matter closed. 

  Customer Relations

• Initial Complaint

  Date:09/12/2025

  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.

  I have been paying for Car Shield for approximately 1 year. When I finally had to use it when my vehicle a ******* ****** was having engine issues I find out that there are not any mechanics in this area that work on ******* vehicles. The mechanics that I am refering to are the ones that are associated with Car Shield. As I found the good mechanics will not associate themselves with Car Shield because Car Shield makes unreasonable requests to the mechanic prior to paying off a claim. I ended up paying out of my own pocket. When I contacted Car Shield they stated that they understood my frustation but refused to reimburse me. They said that they could give me a small discount on next months premium.

  

  Business Response

  Date: 09/15/2025

  Thank you for bringing this matter to our attention. Please send a copy of your paid invoice to ******************************* along with your contract number and name for review. We look forward to hearing from you. - Customer Relations

• Initial Complaint

  Date:09/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Written contract states that there is a $70 fee deducted if refund is requested. I had automatic payments withdrawn on 25th of the month. I called to cancel on Sept. 4th. They are saying on the phone that the policy changed. They now just cover for the following month. They have in written contract to deduct the fee NOT just continue coverage for the next month. They can't just change their policy when I go to request a refund. I received no information about a changed policy. I have my contract though. I desire my refund please.

  

  Business Response

  Date: 09/15/2025

   

  Your contract has been cancelled and your last payment will be refunded. 

  We are sorry to lose you as a CarShield customer. 

  Customer Relations

• Initial Complaint

  Date:09/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Engine light comes on, had it checked, took it to Accutune on 7-28. They said it would be 3 days, checked 4 days later. While at shop, they garbled the keys and rushed it to garage called later and said it need a timing chain. Said they could not make repairs without H31**34363234333237**H&#**;s experts looking at it. It took the inspector a month to o.k. the repairs. It was 31 days we waited. I want H31**34363234333237**H called for fraud and false advertising. I am 86 years old. I don&#**;t need to have to deal with this. I took this out 12-16-2020. I paid $6,000.00. My deductible was $100.00. We had to pay $258.49. The total was $2,108.25.

  

  Business Response

  Date: 09/11/2025

   

   A check for your out of pocket expenses was mailed to you on 9/4/25. Please contact us if you do not receive the check by September 15, 2025. 

  Customer Relations