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:01/29/2024

  Type:Product 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.

  Per the cancellation policy within my contract with CarShield, if I canceled within the initial term of the contract, which is one month from the original contract effective date, when no claim has been made, I was supposed to have received a refund of the full amount paid for the initial term. I did not file a claim, and they did not cancel my account until several days after my request. They also subsequently billed me for an additional month. Therefore not only did I not receive a refund for the amount of of my initial term, they billed me an additional month, which I am disputing with my credit card company currently. I received no services from this company, and I followed all of their instructions in order to cancel my contract with a month from the original effective date and they are refusing to refund my money in accordance with the contractual requirements. I want a refund of my money. I contacted the company and they refused to refund for my initial term stating that I did not cancel on time, but I did cancel on time and their delayed processing was probably the reason for the late cancellation. My request was done so on time and in writing, per the contract. I want my money refunded.

  Customer Answer

  Date: 02/01/2024

  I have attached my contact and the page of the clause they violated when they failed to refund the amount paid for the initial term, even though I cancelled my policy within a month and mailed the Administrator in writing at the address shown on the contract.  When they called me to discuss the cancellation, they told me that I emailed them the cancellation request but I did not, I sent a letter through the post office to the administrator at the address shown in the contract, because the contract says you must cancel it in writing. It does not say to email, the cancellation request. If they want to say that I emailed them the cancellation request, and emailed it late, please ask for proof of this email because I can assure you it does not exist. It appears that they want this cancellation in writing so they can deny receipt and subsequent refunds since one cannot prove that they received the notice on time.  I also added my credit card statement excerpt from the charge I am seeking to have refunded. Please let me know if you need any additional information.

  

  Business Response

  Date: 02/01/2024

   

  We appreciate you bringing this to our attention.

  CarShield has requested your refund. You should receive the refund back to the card in 3-5 business days. 

  Customer Relations

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

  Customer Answer

  Date: 02/15/2024

  I thought I read somewhere and the businesses response that they were unable to credit my account through my credit card, so they were going to send me a check. I have not received the check.  It looks like there have been attempts to credit my credit card, but it is unclear to me if those are pending, or if I actually received a full refund. 

  

  Business Response

  Date: 02/16/2024

   

  Your refunded was credited back to the card on your account on 2/2/24. We have attached a screenshot of the transaction id so you can contact your bank to see why the refunds hasn't been credited to your account. 

  Customer Relations

  Customer Answer

  Date: 02/16/2024

  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.  
  I do find it unfortunate that the business chose not to comply with their contract until the BBB became involved. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/29/2024

  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.

  On 9/09 I purchased Car ****** because I purchased a new vehicle. I was paying 109.00 a month. My vehicle went down a month later. I started the process of trying to get them to pay for my vehicle to be fixed. They have been for the last 4 months giving me a hard time and refusing to pay for a claim despite me sending in the required information. I have now paid them a total of almost 600 hundred dollars for a warranty that they refuse to pay on a vehicle now that I can’t drive.

  

  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 was adjudicated correctly with a denial for the failure occurring during the waiting period. Your vehicle has only traveled 40 miles in 68 days. The required mileage for the waiting period is 500 miles. 

  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 BBBBias.com

   

• 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.

  Saved credit card information without knowledge. DID NOT AUTHORIZE AUTOMATIC PAYMENTS. WILL BE REPORTING AS FRAUD.

  

  Business Response

  Date: 02/05/2024

   

  A CarShield customer service specialist will be contacting you shortly regarding this matter. 

  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:01/26/2024

  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 company denied the claim for a non justifiable reason. The company stated that the issue is a pre-existing issue which they do not have supporting documentation. They changed on the maintenance invoices to state what they wanted it to state.

  

  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, Car******
  administers claims through ******** **** ****** (***) in accordance with
  your chosen coverage. In cooperation with Car******, *** 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 this matter shortly. 

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

  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 ***********

  

  Business Response

  Date: 02/19/2024

   

  We reached out to ******** **** ****** again and they have assured us they will be in contact with you shortly. We do apologize for any inconvenience. If you would like to contact them first, they can reached at *************, please reference your contract number and they can transfer you to the adjuster handling you claim now. 

  Customer Relations

  Customer Answer

  Date: 02/26/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: they stated that I only asked for 800.00 for the repairs but the total cost to repair the vehicle is 4200. The representative that called was rude and stated several times like he said is only offering $800 because that was the only amount listed in the complaint. This information is incorrect and the repairs are more than $800 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 02/27/2024

   

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

  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 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 ***********

  Customer Answer

  Date: 02/27/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: I have filed the resolution dispute of the claim when the claim was first denied. I do not agree with the refunding of my money also because I purchased the service with the hopes of having a relationship with car ****** as my warranty company and them doing the things that they stated and offered in the beginning of the contract. We was told that we had a warranty company that offered all these services for repairs and when we have our first claim for repairs we are denied.

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/26/2024

  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 took my car to Freedom Chrysler Dodge as requested by Car****** anyway on January 8, 2024. **** ***** called me and told me that they weren't going to fix my vehicle. I had to pay these people $189 for a diagnostic, because Car****** refused to pay for that as well.

  

  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, Car******
  administers claims through ******** **** ****** (***) in accordance with
  your chosen coverage. In cooperation with Car******, *** 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 claim was adjudicated correctly.  The axle portion of your claim was authorized per the terms of the contract. The engine portion of the claim was denied as it had over heated as a result of a failed radiator/heater hose leaking out coolant. 

  As a resolution,
  Car****** 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

  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:01/26/2024

  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 HUSBAND AND I RECENTLY CONTRACT WITH CAR SHIELD WARRANTY COMPANY. THEIR INITIAL PAYMENT WAS DEBITED FROM MY ************************ IN NOVEMBER 18, 2023. I CALLED DEC. 22am 2023 WANTING TO CANCEL DUE TO SICKNESS. ******* INFORMED ME TO SEND EMAIL TO ABOVE ADDRESS WITH REASON FOR TERMINATION. COPY HAS BEEN INCLUDED IN THIS EMAIL. DELIVERY AND READ RECEIPT UTILIZED BY CAR SHIELD ON DEC. 22 AT 1:00 PM. MY DAUGHTER WHO HAD BEEN BATTLING LIVER CANCELLED HAS SINCE PASSED. *** STATED THERE SHOULD BE NO PROBLEM ONCE CAR SHIELD RECEIVES EMAIL. ANOTHER CALL HAD BEEN PLACED INQUIRYING REIMBURSEMENT AFTER CAR SHIELD RECEIVED SUBJECT EMAIL. AT THAT POINT ANOTHER REP INFORMED MY HUSBAND THEY HAD NOT RECEIVED EMAIL RE: TERMINATION REASON. THIS IS BOGUS!! THIS AGENT STATED THAT BECAUSE THEY DIDNT RECEIVE TERMINATION BY TIME OF NEXT PAYMENT SHOULD HAD BEEN DEBITED THAT CAR SHIELD IS *********** THAT SECOND PAYMENT. MORE BOGUS B C*** ATTACHED PLEASE FIND COPY OF CONTRACT WHEREBY IT STATES ACCOUNT HOLDER CAN CANCEL AT ANY TIME AS WELL AS ORIGINAL CORRESPONDENCE DATED DEC.22, 2023. A COPY HAS BEEN FORWARDED TO BETTER BUSINESS BUREAU AGAINST CAR SHIELD. AWAITING YOUR RESPONSE

  

  Business Response

  Date: 01/26/2024

   

  CarShield has requested your full refund. Please allow 3-5 days to credit your account. 

  Customer Relation

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

  Customer Answer

  Date: 02/05/2024

  The vendor has refunded my monies.

  thank you for your help,

   

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

• Initial Complaint

  Date:01/25/2024

  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.

  Car ****** is a rip off iam seeking to have my car serviced and these crooks made up false information. To avoid paying the claim

  

  Business Response

  Date: 01/26/2024

  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. ******** **** ****** has informed us they reached out to you today and are working towards a resolution. 

  Customer Relations 

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

• Initial Complaint

  Date:01/25/2024

  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.

  On January 8, **** I brought my car to the Volkswagon dealership for repairs because the check engine light would not go off. January 9 tech informed me that I would need to file a claim with CarShield for a Secondary Air Injection Solenoid Valve. I have been a customer since 5/26/2020 and this is my first claim. I do pay for Platinum Policy with Luxury ******************** On the contract under the Emission Package it does cover solenoid. My solenoid claim was denied. I am now stuck with a bill for $1356.03. What's the purpose of having this car coverage and they don't do what they are supposed to do.

  

  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, 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 chosen repair facility called AAS and noted there was code for secondary air valve but the actual failure was in the engine control module and this part was covered per the terms of the contract. Your claim was authorized the same day it was called in with a $10.44 deductible.  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  As a resolution,CarShield will refund your last 8 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: 02/15/2024

  I have followed the instructions on contacting for a settlement, I was informed that from CarShield that Better Business has given me false information on a settlement agreement. 

  Customer Answer

  Date: 02/15/2024

  I accept the offer from CarShield.

• Initial Complaint

  Date:01/25/2024

  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.

  My complaint is that they wrongfully denied me of my service. I have had them with the same car twice, this is my second time having them and this is the first time I tried to file a claim. It was wrongfully denied.
  
  I would like for them to pay for the service to get my car fixed since this happened while I was in the warranty.

  

  Business Response

  Date: 01/25/2024

   

  Based
  on the name, phone number and email address provided in your complaint, we are unable to locate
  your contract. Please email ****************** with your contract number so
  that we can properly address your concerns.
  

  We
  look forward to hearing from you.
  

  Customer
  Relations

  

  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, 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.  Your claim was reviewed by the Legal Claims Director for AAS, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly resulting in denial.  Your chosen repair facility called AAS for overheat and a blown head gasket.  The service records provided to AAS verify your vehicle has been having overheating and cooling system issues prior to contract purchase with 3 separate repair attempts. You also drove your vehicle to your repair facility with overheating failures which would add continued operation exclusions into the denial.  There was also a review of your vehicle's Carfax report that show you gave an incorrect contract start mileage of 117,000 but we have multiple entries showing this was misrepresented. The most recent shows 8/25/2023 Walmart at 123,170 miles.

  Due to the mileage representation, 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 ***********

• Initial Complaint

  Date:01/25/2024

  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.

  This is a case of harassment from a company called CarShield. Ive never done business with them but for months I keep getting emails from them stating Re confirmation receipt qxo Ive done all of the following to try to deter them from these constant emails. Ive unsubscribed every time, Ive reported spam every time and Ive even blocked then but to no avail. If their emails would go directly into my spam folder I wouldnt be filing this complaint but It seems theyre immune to to all of the normal restraints. I threatened to report them to the BBB 3 days ago if I got one email from them. So yesterday they sent me another email anyway. All Id like for the ******************** to do is let them know they cannot continue with this harassment or action will be taken.

  

  Business Response

  Date: 01/26/2024

   

  We appreciate you bringing this to our attention. We have added your contact information to our do not contact list. 

  Please allow up to 10 days for your unsubscription request to be processed.

  Customer Relations

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

  Customer Answer

  Date: 01/26/2024

  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 as long as CarShield sticks to their promise of no more emails from them after a maximum of ten days starting today. That would be no later than February 5th.    
  
  Sincerely,
  
  *********************************