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:01/17/2024

  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.

  Car shield is an unethical company. I have had my car in the shop previously and nothing was covered. This most recent repair 1/12/24. Car shield payed $477 minus the $100 deductible. What I feel is unethical is that car shield refused to cover the cost of a $600 part stating they had a supplier that could provide it for $50. During the time it took to deliver the part to the mechanic ( which could take up to a week) they would not provide a rental car. You need to have 4 hours of repair time and my claim had 2.5 hours. So even though they require the use of their part, that could take days to deliver, during that time they dont offer a rental. My mechanic refused their part stating it was inferior and I would be back with issues in a week. I was charged for the more expensive part and car shield covered approx $50. My mechanic gave me a private discount in order to offer something comparable. When I called car shield management to complain about their coverage I was told well if you had read the contract, you would know, we give customers a month to review it. I think their coverage is ridiculous and should be discussed more thoroughly when the customer first signs up. I would like my money back from this company. I have paid $1,318 over the past year. I would like this money back minus my recent claim payment of $477, this totals $841. I think car shield has sneaky business practices and strong arms customers and mechanics to use inferior parts they provide at a huge price reduction. My mechanic offers a 12 month warranty on parts used, and cannot offer this with the inferior parts provided by car shield

  

  Business Response

  Date: 01/23/2024

  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, your claim was incorrectly adjudicated as this should have been a full denial based on initial statement from you and your chosen repair facility and CH statement .  Your claim was correctly approved for a harmonic balancer repair and front crank seal based on our suppliers part prices and book time for labor.  Your contract states "REPLACEMENT PARTS: WE may authorize the REPAIR FACILITY to repair or replace COVERED PARTS with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of YOUR VEHICLE at the time of repair. WE may choose to have parts shipped to the REPAIR FACILITY. If YOU decide to use the REPAIR FACILITY parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be YOUR responsibility"

  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

  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: 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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/17/2024

  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 check engine light came on while driving so I drove <2 miles to my local mechanic. I left the car with them for a diagnostic eval. They contacted car ****** but they denied part of my claim ( which happens to be a covered part under my contract & the most expensive to repair) blaming me for driving to the shop.

  

  Business Response

  Date: 01/24/2024

  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 and in accordance with the terms of the contract. You called AAS to report cooling issues in August of 2023 and were advised the thermostat was not listed for coverage under your contract terms. In October 2023, a claim was called in 10/2023 for further cooling system repairs and leaks of the same thermostat and now additionally the water pump which was authorized.

  You drove your vehicle in on each instance and you now have a failed radiator and warped engine head due to continually operating the vehicle with a failed thermostat/water pump/radiator in a overheating state. The claim was correctly authorized for the radiator as a credit towards your engine repairs. 

  ******** **** ****** has authorized $391.48 toward your current claim. If you wish to void this authorization, Car****** will refund your payment minus any other claims paid upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email i***************** 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 BBBBias.com

  Customer Answer

  Date: 01/27/2024

   I completely disagree with what car ****** said in response to my claim. Their attorneys twist the facts to their advantage. I’ve made repairs as needed in accordance with my mechanic as noted in their “investigation”. I’m not clairvoyant, nor am I a mechanic so when my check engine light comes on, I immediately take it to my local shop. I would like a refund $2459.31. This is what I paid after car ****** paid the shop $391.48. 

• Initial Complaint

  Date:01/16/2024

  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.

  10-16-2023 Dear Better Business Bureau Team,On Monday October 16th I called CarShield to cancel our existing policy ABF3165053 as we traded in our 2018 Genesis *** with ****** Miles on Saturday October 14th. I Spoke to ******* who was very professional, and she confirmed $753.56 would be refunded via check in roughly ****************************************************************************************************************** on exactly how to submit the email. I've called in 4 separate times speaking with different individuals who truly seem like they want to help, only to have their hands tied and unable to assist. I've submitted 4 separate times through the email they said to send in the cancellation and received the cancellation response saying they've received it. I've asked for a manager to call me back 4 times and not once have a received a call back. I use gmail and I'm having issues downloading the emails so I've forwarded to my office so I can print out and scan back to my home. If you have an email address I'd be more than happy to provide all emails received. I explained the credit card used had expired and they said they would notate and send a check within 20 business days. Please assist. Thank you ************** ************

  

  Business Response

  Date: 01/18/2024

   

  We appreciate you bringing this to our attention.

  Your prorated refund check will arrive via regular mail within **** 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: 02/03/2024

  I haven't responded because I haven't received the refund check as they stated in their response saying it would arrive in 7 to 10 business days. Check still hasn't arrived.

   

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

  

  Business Response

  Date: 02/06/2024

   

  Your check was mailed on 1/23/24. Please allow 20 days to receive the check. It will arrive via USPS. 

  Customer Relations

  Customer Answer

  Date: 02/17/2024

  Thank you for your assistance. CarShield finally sent the check and we deposited it into the bank. It's unfortunate we had to get you involved in order to receive the refund. Again, many thanks for your help.

   

  All The Best,

  ***** & *****

• Initial Complaint

  Date:01/16/2024

  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.

  We received a call today 01/16/24 in regards to our 2020 GMC Yukon claim denial.
  
  1.) Our claim is being denied due to something we had repaired at freeman GMC in 2022. Yes, the transfer case was worked on and repaired under GMC's powertrain warranty. Vehicle was repaired and given a clean bill of health.
  
  2.) Our claim is being denied for due an 180 point inspection conducted in 10/2023 this past year, while drivig on gravel roads. We took it back to GMC to have it looked at, I expressed my concern and Freeman GMC gave us a 180 point inspection. The vehicle was given a clean bill of health and we were told to drive in ****, while driving in gravel not 2WD, as we may experience something similar to what we experience. In reviewing the 10/2023 Freeman GMC record, nowhere does it say there was an issue, just my reason for taking it in. Vehicle was returned to us with a clean bill of health.
  
  3.) 10/2023 we purchased this aftermarket warranty to have the assurance, if anything like 2022 ever took place that it wouldn't be an issue. Rep that sold us the contract knew back in 2022 vehicle was repaired and said that the vehicle coverage would not be affected.
  
  4.) Why is it when I called back to get an update, rep stated due to 2022 repair our claim was being denied.
  
  5.) What is the point of this aftermarket warranty, if we had a repair under GMC powertrain warranty previously and given a clean bill of health.
  
  6.) Lastly, we have had to call at every turn to get updates as nobody seemed to call to do so. Only call we have ever received a call today stating our claim denial.

  

  Business Response

  Date: 01/23/2024

  Thank you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, Car******
  administers claims through ******** **** ****** (AAS) in accordance with
  your chosen coverage. In cooperation with Car******, AAS has full
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced.  Your claim adjudicated correctly resulting in denial for pre-existing conditions. Your chosen repair facility called AAS with a  concern of losing speed while driving and requested transmission and cooler lines.  The adjuster then requested service records and verified via Carfax vehicle was in the repair facility for 1 month prior to contract purchase with "Drivability/ Performance checked".

  You provided records show your vehicle was in a dealership back in 09/2022 with problems during acceleration and was repaired with a transfer case actuator.  Your most recent record at that same repair facility shows vehicle having acceleration issues on 10/24/2023 with no repairs. only diagnosis and inspection. You then purchased the contract a few weeks later likely to repair the vehicle. AAS has no records showing you properly repairing your vehicle making the claim pre existing and correctly denied. There were delays in the claim you sending all records as requested at the claim start and delays receiving inspection photos and estimate from your repair facility. 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,
  Car****** will refund payments in full upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 01/26/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: upon signing up for the this warranty sales person did not tell us that we would not be covered. We let him know it had a 180 point inspection and he said as long as nothing was noted as being wrong with the vehicle it was covered. On the records dated 10/2023 GMC does not state there is an issue with vehicle, only states a 180 inspection was completed. We were denied on the grounds that GMC did not put additional information. We were sold on a service knowing we had this inspection done and in the end Car****** / ******** **** denied our claim. Like most of the reviews on here this company is a scam and not once did we receive a call until we were called with a voicemail for denial. You can never get a hold of the person handling your claim and in their response here stating there could be a 100% refund on premium payments, also a lie. They told us sorry there would be no refunds as we are month to month and did not purchase a warranty paid all up front.  Glad we didn’t pay all up front or we would be out thousands of dollars, rather than the 5 months of premiums paid. We have ended all services with this company for both of our vehicles.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 01/26/2024

   

  If you wish to accept our offer of a full refund on Car****** contract **********, please email ******************.

  Customer Relations

• Initial Complaint

  Date:01/16/2024

  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 2004 Toyota needed a timing belt I called car ****** asked them if I was covered I was told not once but twice I was covered for repairs when my mechanic tried to get a hold of car ****** they put him on hold for over 45 mins I called and went through what had to be done at this point car ****** says it’s a maintenance repair and is not covered even though it was a 6 hr $1500 repair I have been a customer for over 4 years with gokd package never put a claim in until last week and I was denied car ****** loves to take your money VERY BAD COMPANY

  

  Business Response

  Date: 01/19/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (AAS) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per AAS, your claim was adjudicated correctly. The timing belt and water pump are not listed for coverage if there has been no failure and it is just being changed as part of standard maintenance.

  As a resolution,
  CarShield will refund 15 payments 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 ***********

• Initial Complaint

  Date:01/15/2024

  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 purchased the Car ****** policy coverage for my vehicle. My vehicle broke down in Oct. I called Car ****** and they sent a tow truck to have my vehicle taken to car dealership to be looked at. I was left without a vehicle because Car ****** would not approve a rental until a claim was submitted for repairs. It was found to need a whole new engine. Car ****** did not agree with finding. They requested for the entire engine to be taken apart. They then sent their inspector. He denied the claim. They not only refused to pay for the repairs, as they advertise in their commercials. They only paid for 4.5 hrs, out of the 19 hrs it took to take engine apart to be inspected. Leaving me responsible for $1,900 in fees. And they never approved a rental car.

  

  Business Response

  Date: 01/19/2024

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per ***, your claim was adjudicated correctly resulting in denial of engine due to carbon and lack of maintenance. Your chosen repair facility called in a claim reporting your vehicle was 3 quarts low on oil (4.23 spec), there was crack in turbo, and worn piston rings/cylinders. *** also requested records from you and your repair facility to verify the cause of failure but no records were sent in. An inspector verified an oil change sticker showing in your vehicle that was over the scheduled maintenance interval by 6 months and 9,437 miles. There was oil intrusion found in the intake, throttle body, and heavy carbon build up on valves/pistons but no piston was removed or oil pan drop for inspectors verification. All signs and failures point to carboned piston rings allowing oil blow by into the intake/throttle as well as burning in the combustion chamber causing further carbon build up on valves and damaging the catalytic converter.

  ******** **** ****** has authorized $1992.20 towards your claim. If you wish to void that authorization, Car****** will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email info@car******.com to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

• Initial Complaint

  Date:01/12/2024

  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.

  UNSOLICITED EMAILS - MULTIPLY TIMES A DAY for WEEKS.

  

  Business Response

  Date: 01/22/2024

   

  We have removed your email and additional contact information from our contact list. Please allow up to 10 days for your unsubscription request to be processed.

  Customer Relations

   

  Customer Answer

  Date: 01/24/2024

  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:01/11/2024

  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.

  They lied to me and did not cover repairs . I asked them to gather the documents from mechanics they said they wouldn’t so I got them and emailed them to them they lied and said that my mileage was before the waiting period which it was not someone on there end took the wrong mileage

  

  Business Response

  Date: 01/17/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** *AAS) is the administrator
  of your vehicle service contract and 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.  Per a ****** service record the mileage of 128,393 you reported the date of purchase was incorrectly reported per multiple ****** service records. There is a record from 3/23/23 showing mileage of 129,224 and another from 10/31/23 showing mileage as 129,480 both records were prior to purchase and your vehicle did not meet the waiting period requirement to make the vehicle eligible for coverage and transmission concerns originating during or before the waiting period would be ineligible for coverage. The claim authorization was incorrectly given to your repair facility for transmission cooler which ******** **** Shield will still honor. 

  As a resolution,
  CarShield 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. 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 BBBBias.com

   

   

  Customer Answer

  Date: 01/18/2024

  On a recorded line car shield/******** **** shield said and I quote it we will not be using the *** *** information we will use the submitted documents. I informed carsheld/ ******** **** shield that the mileage was wrong and not associated with  my vehicle I even gave them the contact information for the managers and they cleared up any discrepancies. They told me they will not reach out to them they told me to get the documents and fwd to them again I did everything they asked . Again they said they will not go by the *** *** information  and it is notes under my account that shows that on there end. They had me find rides to get documents for over a month they had me find a ride to get the information service maintenance information they asked for and they cannot say they didn’t tell me that about *** *** because if they didn’t then it would of been settled by now and me ago. Please have them provide my transcript from the conversations I had with the company. There adjuster or representative took the wrong mileage that is not my fault . I have missed out on work on family time etc by not having my car by waiting for them to give me the run around for over a month .

  

  Business Response

  Date: 01/19/2024

   

  As stated in our response to your BBB complaint, ******** **** Shield is the administrator of your contract and has
  full authority over repair procedures, approvals, denials and payments. If you
  wish to dispute a decision made by ******** **** Shield you will need to follow
  the dispute resolution procedures found in your vehicle service contract which
  include filling out the dispute resolution form located here:  **************************************************

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

  Customer Relations

  Customer Answer

  Date: 01/19/2024

  *** *** information is deemed insufficient and an inaccurate source of information and CANNOT be used in any court system again I was sent to ******** ****Shield through carshield I never know I was a customer of ******** **** shield I was never disclosed this information until I received paperwork in the mail. I was in belief I was with carshield not a second entity of the company. I was deceived and miss informed which is grounds for false advertisement. Again I provide the documents needed from maintenance records for my vehicle. You guys are trying to change the mileage so you don’t have to cover repairs and that is illegal . I will file lawsuit unless this issue is fixed. Your company will come out far more for lawyer cost than I would retaining my family attorney . Your company is responsible for fixing my car  I have the managers at each repair facility number and they said this is what your company does all the time to get out of paying claims . This is not fair to us the people who pair for our policy’s. This is also a racism towards a black customer. Your company lied misled misinformed discriminated against me 

  Customer Answer

  Date: 02/03/2024

  Mileage of my vehicle taking in November with pictures of my vehicle to send to carshield/******** **** shield. The company lied and said my mileage weren’t right when I told them it was and they didn’t cover my claim  this is evidence !!

• Initial Complaint

  Date:01/11/2024

  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.

  As a Car Shield policy Holder for a year. Paying a premium of $99. Per month. I filed a claim to have my car window motor repaired. I was given a network of businesses to select a repair shop to take care of the problem. After choosing a Business from the list, I dropped my car off.. After keeping my car for two days, they ask me to come pick the car up and informed me that they were not equipped to service my vehicle. I called Car Shield and they gave me a second repair shop to take my car. I dropped the car off. The next day Car Shield called to inform me that the cost for repair was more than they were willing to pay so, I could pick the car up and take it to another facility or pay the difference in cost. They were asking me to pay half of the cost. I chose another facility. As a results I was told that I would need to pay the cost of evaluating the issue because Car Shield would not pay it. After talking to car Shield about paying the cost, they refused so I picked the car up, paid the fee. I then called several facilities that could make the repair but, did not do business with Car Shield because of their payment History. Car Shield refused to reimburse me for the fee that I had to pay to take my car from their recommended facility I cancelled my car shield Policy. I would like to be reimbursed for my premiums for a year also the fee for retrieving my car from the business they recommended. The repairs that I requested were included in my contract. I feel that Car Shield is a ************ and would not recommend them to anyone.

  

  Business Response

  Date: 01/17/2024

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  Your claim adjudicated correctly resulting in authorization a window switch at MSRP.  Your chosen repair facility has marked up parts and has overcharged for labor leaving you with total out of pocket costs of $247.46, including $100 deductible. You were advised of contract terms and the option to move vehicle to different repair facility in attempts to lower your out of pocket cost.  You are also responsible for diagnostic fees your repair facility has performed per your contract terms. 

  Although CarShield has no contractual obligation to do so, we 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

  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: 01/18/2024

  Complaint: 21126894
  
  I am rejecting this response because:
  This Facility was the second repair shop that I was sent to, to get the repairs.  It was referred by Car Shield. They should have known their pricing guidelines. The first shop, after keeping my car for two days, informed me that they are not qualified to make the repairs. Why was I sent to a facility that is not equipped to make the repairs?   Car Shields is aware of the type of vehicle that I have insured with their company.  I know nothing about these facilities and only went there based on Car Shields recommendation. So, to ask me to go to a third shop was unreasonable since there was a high possibility that they would be unable to do the job or Car Shield would not approve the cost.  Also I was again going to incur another diagnostic fee.
  

  I feel that Car Shield did not handle this contract in good faith.  I would like a full refund of all of my Monthly Premiums.

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

  

  Business Response

  Date: 01/19/2024

   

  As stated in our response to your BBB complaint, ******************** is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by ******************** you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here:  **************************************************

  CarShield will offer a refund of 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

  Customer Answer

  Date: 02/01/2024

  As of today February 1, ****, Car Shield and I agreed on a settlement on my claim against their company.  I am completely satisfied with their offer to refund $999.90 of the premiums that I paid.  I have signed the Contract agreement to these conditions.

   

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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 inserted their advertising into my online calendar. It has an invitation to me everyday for over 30 days. Each day being marked as having a to do item. Old car getting expensive? Get a car shield policy today. So every day this month I have harrasament due to car shield spam. I hit decline and the ad pops right back into my calendar. Ii have checked and their emails go into junk now like ****** recommends to get rid of unwanted spam, but its still in my calendar. This is harassing advertising. Get your harassment out of my calendar cashiers. I will never consider your harassing company due to this invasion. Consider me a never carshielder now.

  

  Business Response

  Date: 01/15/2024

   

  Thank you for bringing this to our attention. 

  CarShield does not have the ability to get into your personal calendar in hotmail or any other email platform. If you would like to send a screenshot of what you're seeing to ******************************* we will try to help figure out what is going in. 

  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

  Car shield pulled their spam out of my ****** calendar.  I am satisfied with their action.  Thank you