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:01/24/2024

  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.

  Car Shield Vehicle Warranty Gold Package.Covered vehicle was taken into Certified Dodge Dealership repair facility for an abnormal noise coming from the car on December 7, 2023. Dealership notified me the customer on Dec 11, 2023 that the source of the noise was coming from the transfer case (which is a covered component under my policy #MRF4793960) from Car Shield. Repair Facility notified CarShield and claim # ******* was initiated by CarShield. This vehicle (only source of transportation) sat in the dealership for 6 weeks while CarShield was scheduling an inspection and reviewing documents of previous service appointments. On Jan 23, 2024, (47 days after taking my car in) CarShield notified me that they decided to deny the claim because during a schedule maintenance oil change (Aug 23) the transfer case was noted as leaking and I did not repair it then. I was not aware of this leak.CarShield is a complete scam, I made monthly payments to a company whose sole purpose is to deny legitimate claims.

  

  Business Response

  Date: 01/30/2024

  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.  Your claim was correctly denied due to a run low on fluid condition caused by a leak that ultimately led to failure of the transfer case. Although you stated you were not aware of the leak, there were service records provided that clearly show the leak was present. 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 3 payments upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations

  ********************** 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: 04/01/2024

  Complaint ID: ********

  Date Filed: 1/24/2024

  Complaint Type: Repair Issues

  Consumer: ************************* *************************

  Updated Status: Consumer agrees to accept Sellers (CarShield, ******************) response and offer of resolution. Request that the Complaint (ID# ********* be closed and considered resolved.

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

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with car ****** for over 2 years. While in town my truck began to drive differently so I drove up the street to the dealership. The dealership stated my transmission needed replaced. CarShield denied my claim stating I should have had it towed in and me driving it a couple miles with no warning lights or noises voided my warranty. I called them to dispute the claim and a member said call the dispute number and the number he gave me was the bbb. This company is NOT worth you’re money

  

  Business Response

  Date: 01/30/2024

  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, *** 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 correctly authorized for the cause of failure.  Your vehicle was driven with an active shudder and slipping badly per your chosen repair facility's diagnosis. You did not tow vehicle at first sign of breakdown instead you drove it into the repair facility . This would limit coverage to the initial cause of failure which was torque converter failure and your claim was authorized as credit towards transmission replacement.  There was fluid was found to be black and burnt with fluid interval is 100,000 with current mileage being 108,428.   You have owned this vehicle since 6/7/2021 at mileage 59,920and have provided no service records. 

  If you have any additional questions regarding your claim, please
  contact *** 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

  ******** **** ****** has authorized $1,977.08 towards your claim.  If you wish to void that authorization, Carshield will refund your payment in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

  CarShield
  is here to address your concerns. 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 ***********

  Customer Answer

  Date: 02/01/2024

  I understand your response, and i have provided my service records including my transmission flush on the vehicle prior to this incident. So I’m not sure why those records are not showing in your files. I would be happy to submit all 11 files I have of service on the vehicle if you would like. 
  

  All of my records are also on file digitally with Chevrolet dealership where it currently is. The vehicle had been driven less than 10 miles from when the slipping occurred. Regardless, the dealership has replaced the torque converter that you have approved and stated that it is driving worse than when I brought it in. I have been attempting to get ahold of Don Sherlock in your legal department for the past two days and have sent emails and left voicemails with him with no return. I am trying to resolve this case civilly, and would like to contacted 

• Initial Complaint

  Date:01/24/2024

  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.

  I have been without my car for over 2 weeks now. I sent it to Cadillac to diagnose an engine problem. I had to pay out of pocket, $500. I was then told by Carshield that I needed to provide maintenance history, I did. Everything passed. However, I received a phone call that I needed to authorize a $2900 tear down of my engine and if the part was not covered, I would be responsible for total cost. The dealership explained that the pistons and cylinders were the issue, and neither would be covered. I spoke with 3 different people from Carshield and received different answers. I am now out almost $1,000 that I do not have because I needed to get a rental for work and school transportation. I got my car towed from Cadillac and tried to have other facilities look at it to get a lower price. The list of shops I received from carshield rep either no longer accept this warranty or did not believe doing anything additional was the right choice since my car was already at Cadillac and they have the **************. I just paid another monthly payment two days ago and still do not have a car. I think it is unfair to the customer to pay their monthly payments and have to deal with a bunch of confusion and inconvenience when it's time to file a claim. These contracts are not clear to the customers and causes more heartache and headache when we need them.

  

  Business Response

  Date: 01/29/2024

  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.  The borescope pictures sent to AAS from your chosen repair facility shows scuffs on the cylinder wall and a clean piston top likely indicating a blown head gasket.  ******************** requested that you authorize RDI (remove, disassemble and inspect) to determine the cause of failure.  AAS notes state you removed your vehicle from the original repair facility to try to get a lesser estimate on RDI. 

  CarShield has in no way violated the terms of your vehicle service contract and there is no refund due after the first 30 days.  However, in an effort to resolve this matter, CarShield will refund your last 4 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: 02/06/2024

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

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a GMC Yukon XL in November of 2023 (which passed inspection the day i picked up) the warranty the previous owner had was non-transferable so I decided to get an extended warranty myself. The weekend of January 12th my transmission dropped in my truck so I called my shop to tow it. My shop then called Car ****** reporting the claim we have spent countless hours on the phone trying to figure out what they need. We've gotten GM involved, my shop bought a special tool to try and get what CS is looking for with no "luck" they told me since I can't get the code my claim will be dropped and I'll have to pay out of pocket. Mind you since they wouldn't approve the claim I paid $637 out of pocket for my rental vehicle. The estimated cost of a new transmission is well over $7000. They have now started hanging up on me and my car shop. Do not buy a warranty from this company!! They are a scam!

  

  Business Response

  Date: 01/29/2024

  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 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 ***********

• Initial Complaint

  Date:01/23/2024

  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.

  On Monday Jan 15th ****, I had my Car towed to the Infiniti Dealership for diagnostics for a hard grinding noise I was getting while driving. The Dealership informed me that my Transfer Case was leaking and needed to be repaired. I informed them that I have Car Shield as an extend warranty and this is one of the parts the said was covered as per my contract (MRF3790124). The dealership informed me this is a regular repair the do all the time and deals with Car Shield often for this same issue. On January 16th the dealership calls me to advise that Car Shield will Not Cover my Claim stating that my damage was the result of a Non Covered Part, the Transfer Case Seal which failed causing the leakage, is what caused the Damaged to the Covered part due to lack of fluid. As per my Contract "Seals and Gaskets are covered only in conjunction with the repair and replacement of a covered part. Leaking Seals and gaskets as "Stand Alone" repairs are not covered."The Dealership suggested I dispute this stating there is no other way for the Transfer case to fail but lack of fluid due to the seal. They work together as one part. for the repair to be done correctly, the Transfer Case including the Seal would have to be replaced. Again Car Shield denied the claim again stating the aforementioned stipulation. The Dealership says Car Shield is incorrect in this claim being denied. I would like Car Shield to Simply honor their contract and approve my claim so my car can be repaired. I've had this contract with Car Shield since 7/13/21 and pay ****** a month for items clearly on the contract that they are failing to honor.

  

  Business Response

  Date: 01/29/2024

  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.  Per AAS, the claim decision is correct.  The transfer case failure reported by your chosen repair facility was due to lack of fluid in the unit as a result of a long-term seal leak. The photos received from your repair facility confirmed this was a long term leak and there was no fluid in the unit.  The transfer case seal is not listed for coverage under your contract terms  and damage from a non-covered part (seal) to a covered part (transfer case) would be excluded from coverage. Lack of necessary amounts of required fluids and continued operation with active leak are specifically listed as excluded from coverage.

  Your contact has been cancelled as requested. As a resolution, CarShield will refund your last 10 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-*********. The lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* 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: 02/01/2024

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

• Initial Complaint

  Date:01/23/2024

  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 was under the impression that I had bumper to bumper coverage. Now that I am having an electrical issue with my vehicle they are claiming that it is not covered.

  

  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, CarShield
  administers claims through ******** **** ****** (***) in accordance with
  your chosen coverage. In cooperation with CarShield, *** has full
  authority over repair procedures, approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director
  for ***, an ASE-Certified Master Mechanic, who determined the claim had been
  adjudicated correctly and in accordance with the terms of the contract.  The repairs needed for your vehicle are not listed for coverage under your contract terms. A list of covered components can be found in Section B of your contracts. 

  CarShield never uses the term "bumper to bumper" is a sales pitch or commercial. CarShield also gives our customers a 30 days review period giving customer ample time to review the contract and cancel with a full refund should they choose not to keep coverage. Your contracts clearly state in Section D.20 all electrical parts are excluded from coverage. We have attached a copy of both contracts for your convenience. If
  you have any additional questions regarding your claim, please contact ***
  directly at 800-831-1925. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

  If you wish to cancel contract **********, CarShield will refund your last 10 paymentsupon 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:01/23/2024

  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.

  Bought Gold Carshield Warrenty for 2016-F-150 in April of 2023, $119 a month &150 deductible , purchased warranty because vehicle had over 100K miles. December of 2023 Truck breaks down is towed to **** Dealership. Over 20K repair bill, (engine rebuild) Service **** files claim W Carshield. Carshield denies claim, based on Engine Neglect after looking at Pictures of engine, never physically looked at engine . My Family has owned Truck since 2018 and has been serviced per **** specifications!!!! Religiously! **** service department will testify to all service and repairs. This ***************** does not want to pay the service claim, this is Fraud and Deceptive Practice, please get involved ***** ************************************* MRF4695503

  

  Business Response

  Date: 01/29/2024

  
  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.  Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. The photos sent to AAS show sludge all over engine parts. This is an exclusion to coverage.  The timing chain failure is due to lack of maintenance and sludge all over timing components would not have coverage under the terms of the contract. Your vehicle was being driven with an active check engine light on and engine knocking and was driven in for repairs and not towed at first sign of breakdown. This would be continued operation per terms of the contract.

  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,CarShield will refund your last 6 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations
  

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

  Customer Answer

  Date: 02/01/2024

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

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Car ****** and ******** ****
  ****** on January 5th, 2024, but it was denied on January 15th because my car did not have
  catalytic converters. I explained to them that when I signed the contract, the car did not have the converters, and they never asked if it had any modifications. I had filed multiple claims with them before, and they were all approved except for the last one. However, they approved the previous claims despite inspecting the car and seeing that it did not have the converters. It feels unfair that I am being held responsible for something I didn't even do. The contract clearly states that modifications are not covered, but it doesn't say that the covered part becomes uncovered if the car is modified. I believe they should continue with the contract and approve the repairs. I, as a consumer, should not be held responsible and should not pay for the company's own mistakes, and that's exactly what they are trying to do. They approved numerous claims, and my car did not have catalytic converters. While it didn't have catalytic converters, they still approved the claim. This last claim was not approved because the car doesn't have catalytic converters, and that's how I started the contract; they don't ask you when you start the contract. Is the car modified? They only ask for make, model, mileage, year, and whether the car has a check engine light.

  

  Business Response

  Date: 01/29/2024

  Thank you for bringing this to our attention.

  As
  noted on the first three pages of your vehicle service contract, Car******
  administers claims through ******** **** ****** (AAS) in accordance with
  your chosen coverage. In cooperation with Car******, AAS has full
  authority over repair procedures, approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director
  for AAS, an ASE-Certified Master Mechanic, who determined the claim had been
  adjudicated correctly resulting in denial. Your chosen repair facility called AAS to start a claim for internal knocking engine failures after transmission claim was completed a few weeks prior. The adjuster set up an inspection of failures and vehicle was verified to have aftermarket suspension, aftermarket exhaust, and no catalytic converter modifications.  You were asked during sales call if vehicle had any performance enhancements/modifications and you denied there were any at that time which was correct as AAS has an inspection photo verification of the vehicle with the manufacturer's exhaust back in 2021. A new inspection was done during this claim showing the modified aftermarket exhaust with missing catalytic converters so you had your vehicle modified after coverage was started.

  ******** **** ****** has authorized $14,965.46 in previous claims proving they have honored your contract for previous covered claims. If
  you have any additional questions regarding your claim, please contact AAS
  directly at ************. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

  Customer Relations

  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: 02/01/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  According to Section D Exclusions Column D of the contract, certain items are not covered. These include repairing or replacing any part that is not listed as covered in Section B, mechanical breakdown or failure due to unauthorized repairs (with the exception of emergency repairs), and mechanical breakdown or failure related to parts or systems that do not meet the manufacturer's specifications or have been modified or altered. This includes headers, altered engine systems, snowplows, oversized and undersized tires, wheels, or lift and drop kits, regardless of whether or not they were purchased with the vehicle. The contract does not explicitly state that aftermarket parts void the warranty, but it does specify that they are not covered. 
  
  In this case, the claim was for the engine, not the catalytic converters, and the administrator denied the claim because they claimed the vehicle had no catalytic converters. However, the contract does not address this issue directly. 
  
  The company has denied my claim for my car's engine, citing the presence of no catalytic converters. However, my claim was not related to the converters and I believe it should be honored since the contract does not explicitly state that aftermarket parts void the warranty. While the contract does state that aftermarket parts are not covered, I am still within my rights as a consumer to have my claim honored based on the terms outlined in the contract.

  They are solely basing the denial of the claim because the car has no catalytic converters, but nowhere in the contract does it state aftermarket parts void the warranty. Do you see where the confusion is for me as a consumer? They were lying when they sold me the contract; they never asked me if the car was modified at all. They never asked that, and the whole point of the issue is it's their contract that they wrote out they made, and they're not following their contract that's unethical.
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 02/01/2024

  Additionally, the presence of aftermarket parts cannot be the sole determining factor for the rejection of my engine's warranty claim. The absence of catalytic converters does not necessarily cause engine damage or malfunction, and there is no concrete proof to support this claim. Despite this, the company is attempting to justify their refusal to cover the repair costs by citing other reasons, despite their contract stating otherwise.
  

• Initial Complaint

  Date:01/22/2024

  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 July 2023 I call Car Shield to inquire about a car warranty for my 2005 Acura MDX. Now I currently have roadside assistance with ***** **** & *** for over 36 years. Why would I want another roadside protection plan. The sales person assured me that I was paying for a car warranty. So, I paid $29.99 every month for 8 months. My car needed some repairs and I contacted Car Shield and they gave me a list of car repair providers in my area. I contacted *** ****, and was told that they no longer use Car Shield because they would not pay the provider for services rendered. I contacted another provider on the list which was ******* on ********* Road who told me that they did accept Car Shield package deal, however when he called to inquire about my coverage he was told that I only had roadside protection. This was very confusing to me since I was told by the salesman that I had a car warranty plan. I called Car Shield the next morning and they told my that they did not service the California area with a car warranty plan. So, why did they sell me a roadside protection knowing that they weren't able to offer a car warranty plan in California. This was very misleading! I cancelled my policy, and requested a refund. They are refusing to give me a refund! So, I am contacting you so that I can file this compliant. Please stop this false & misleading company from beating California's into thinking that they have a car warranty plan when they only have roadside protection plan. I'm very upset and will never do business with even when they offer a car warranty plan for California!

  

  Business Response

  Date: 01/29/2024

   We have received your correspondence regarding the
  above referenced matter. 

  We reviewed the sales call and you were correctly informed about the coverage you purchased. Nonetheless, we have requested your full refund.  You will receive your refund within 7-10 days. 

  Customer Relations

• Initial Complaint

  Date:01/22/2024

  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.

  Purchased 2015 Sonata in April 2021. 6 months later turbo started going out. Sent numerous messages to Car ******. Took vehicle to **** ****** Honda dealership in Peoria,IL. Nothing but the run around and lame blame excuses from dealership and car ******. Car ****** asking me to jump a bunch of hoops while ignoring the problem. Turbo finally went out if Car around end of November. Had it towed to **** ****** in peoria for repairs. Motor has been torn down as requested by Car ******. Car ****** will not communicate with **** ****** and not standing behind warranty that I'm paying for and have paid for every month. Very frustrated!!!!

  

  Business Response

  Date: 01/29/2024

  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.  Per AAS, an inspection was performed on 11/22/21. At that time your vehicle was fully assembled and there was no cause of failure demonstrated.  The Inspector did state that he could feel and hear a grinding type noise from the turbo but that was all he could confirm due to no RDI. In your complaint, you state the RDI has been completed but AAS has not been contacted by your repair facility with their findings.  Your vehicle was already shown to have been operated for hundreds of miles after claim started so by now, at least 17,000 miles later, there can be verified failure.

  As a resolution,
  Car****** will refund your last 12 payments upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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