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:01/04/2024

  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.

  Unfortunately, I was a part of a 40 car pileup, where I almost lost my life on 12/5/2023. I spent two days in the hospitals for injuries I sustained in the accident and I am suffering from a broken tailbone. CarShield is not or was not my first thought or primary concern when I have been living with pain and dealing with health care because of this accident where my car was deemed a total loss. I called customer ********************** right after I got a notification just now that CarShield is taking a SECOND payment for this month. This is unfair business practices especially when warranty is no longer needed for a vehicle that has been totaled. I respectfully ask again that CarShield do the right thing and refund those two payments from 12/5/2025 and 1/4/2024 for $99.99 each. This is leaving a poor taste in my mouth and unless rectified I will definitely continue to seek further reimbursement using any and all legal options available to me and will no longer purchase Carshield warranties for any other vehicle I may have in the near future. My car was totaled and I am requesting a full refund of the 12/ 5 and 1/4 charges.

  

  Business Response

  Date: 01/05/2024

   

  Your last 2 monthly payments will be refunded. 

  We are sorry to lose you as a CarShield customer and hope you are recovering well. 

  Customer Relations

  Customer Answer

  Date: 01/18/2024

  Hello,
  

  

  Business Response

  Date: 01/18/2024

   

  CarShield refunded $199.98 to the card on file on 1/5/24. Transaction ID ********** - authorization code 015812.  

  Please contact your financial institution with those numbers to locate your refund. 

  Customer Relations

   

  Customer Answer

  Date: 01/18/2024

  Good Morning,

  
  You may close complaint. I was able to find the refund they submitted for $199.98. 

  
  Thank you so much and have a great day. 

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

• Initial Complaint

  Date:01/04/2024

  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.

  I have a warranty through Car Shield and my starter is a covered component and they are refusing to cover the total cost of the repair minus my deductible.

  Customer Answer

  Date: 01/05/2024

  I paid ****** which included my deductible and taxes. Car shield paired ****** towards my repair which defeats the purpose of even having a warranty. 

  

  Business Response

  Date: 01/10/2024

  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 ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Your chosen repair facility called for authorization for a new started. The adjuster authorized the repair facility's part at the **** price which is roughly $400 under what your repair facility is charging you for the starter. The claim was reviewed and it looks like you chose not to wait for a cheaper part and agreed to the out of pocket costs. 

  As a resolution,CarShield will refund your payments minus claim 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

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

  Customer Answer

  Date: 01/11/2024

  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:01/03/2024

  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 car was totaled last month on 12/26/2023 and I called today 1/3/2023 to cancel my policy… I was advised I still have to pay for January… and I don’t even have a car… ???????

  

  Business Response

  Date: 01/04/2024

   

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

  We are sorry to lose you as a CarShield customer. 

  Customer Relations

   

• Initial Complaint

  Date:01/03/2024

  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.

  3 Jan 24 at 4:45pm, I called to verify the percentage of the amount of the cost of oil change that car shield would cover and I was informed that if I do not have my oil changed at ********************************* or Hertz; that they will not pay any part of the fee. Pride to me purchasing this contract I specifically asked that question and was informed at that time before purchase that they would assist with all changes and I also specifically asked if I could go to my own repair shop and they assured me at that time brought to purchase that I could. Now they're saying no that is not true we cannot change who you were told. This is bad business to go back on what was informed to me as a customer prior to purchase. I felt like I was told anything to get me to buy this contract.

  Customer Answer

  Date: 01/04/2024

  On 14 Apr 23, when I spoke to ************************* dealer #******D, I informed him on the bad treatment/business that I suffered with **************.  ****************** assured me that I would not go thru the same thing with CarSheild.  I sked about where I cold take my truck specially because I already have a mechanic in Virginia, ***************** Auto Repair and Auto Body shop and ****************** told me that yes I can take my truck there and use CarShield without a problem.   

  Yet when I called the first young man that I spoke to told me that I could not, despite what ****************** had told me.  He stated that I had to take my truck to Enterprise, *****, *********** and/or Firestone.  I do not understand how two car rental places got into the fold, but I have never used Hertz and Enterprise for oil changes, and I am not going to start now. I asked to speak to a manager, this is when I spoke to ***********************  ********************** was very ethnic in his tone and temperament when speaking to me.  ********************** also stated to me, despite what you think you heard, and thought that you were told, you have to use *****, **********, ********** or Enterprise to get an oil change".  I informed ********************** that I did not think I heard anything incorrectly as I asked ****************** specific questions prior to getting this policy, and ****************** specially informed me that I could use my auto mechanic that I already  have and there should not be any problems.  ****************** stated to me that CarShield would assist by paying 25% of the oil change fee, and that I could my own mechanic.

   

  This is the reason for this complaint.

   

   

  

  Business Response

  Date: 01/04/2024

  Thank you for bringing this to our attention. 

  We have reviewed the initial sales call and you were correctly informed about the coverage terms of your contract. When you specifically asked about oil changes you were advised "CarShield offered a discount through *********** You were also given a 30 day review period that gave you ample time to review the contract terms and conditions and cancel with a full refund should choose to cancel.  Oil changes are considered maintenance items. This is specifically listed as excluded from coverage under "General Exclusions, paragraph 5, of your attached contract.  A list of covered components can also be found in Section B of your contract. 

  If you wish to choose to cancel your contract, CarShield will refund our 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 ***************************************
  

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, because I know what I was informed of prior to me initially getting this policy.

  I will keep this policy for the time being, but with caution, and see if CarShield will stand up if my vehicle need to be serviced.

  This company was still misrepresented when I initially got the policy as I was told that I could go to my own mechanic and that CarShield would pay 25% of the oil change fee.

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

• Initial Complaint

  Date:01/03/2024

  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.

  I called Car Shield in February of 2022 to get service. I called them several times over the year to ask about my coverage. I was told for $29.99 per month, I would get service on the engine, transmission, air conditioner in a call after February of 2022. January 2nd, 2024, I needed to use my warranty and was given the run around all day. I called January 3rd, 2024, and wad told there is a policy that is higher that covers parts. Then I was told I have the highest coverage for the state of California.
  
  I tried to speak to a manager, but no one would transfer me. A specialist told me that he actually spoke to a manager on my behalf and they reviewed my initial phone call and I agreed to the policy I have now. I told the specialist to review all the calls I made to Car Shield and I was denied.
  
  I am sure there is a phone call where I was told what exactly was covered by my policy. Since, the specialist said all my calls will not be reviewed, I canceled my policy.
  
  I was never told since I live in California, a third party would be handling my policy at all. The complete policy declarations was not disclosed to me at the time I purchased the policy.

  

  Business Response

  Date: 01/03/2024

   

  We have reviewed the recorded sales call and you were correctly informed about the coverage of your contract.

  You were also sent a copy of the contract that clearly lays out the contract coverage.  All CarShield contracts come also come with a 30 day review period giving you ample time to review the contract terms and receive a full refund should you choose to cancel your coverage. 

  Nonetheless, in an effort to resolve this matter, 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
  **********************

  Customer Answer

  Date: 05/16/2024

  Back in March 0f 2023, I signed up for this service, wich was suppose to cover my engine, transmission, radiator, air conditioning and other parts. When 1 called in to report my check engine light was on, I was told that a third party held my policy because I was located in **********. I spoke with the third party and was told I would need to find a car repair shop. I told the representative I would like to take it to Midas. I called Midas to see if they approved Car Shield and they told me no. I called Car Shield back and told them what ***** said and I was told my policy doesn't cover repairs of any kind.

  

  Business Response

  Date: 05/16/2024

   

  American Auto 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 American Auto 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 our offer of a full refund please email  *******************************.

  Customer Relations

  Customer Answer

  Date: 05/17/2024

  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 would like my refund immediately. I emailed for a full refund to the email address in this complaint and I expect it soon. Thank you so much for providing me a full refund to settle this complaint. 
  
  Sincerely,
  
  Tartaneisura ******

• Initial Complaint

  Date:01/02/2024

  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 CarShield contract number is MRF3852106. I had Car Shield for several year and made all monthly payment on time. I attempted to use my Car Shield on July 12, 2023. I was told by Car Shield that the major problems I asked for repairs on were covered. **************** called and informed me that Car Shield denied the claim. I feel that I was scammed by Car Shield. I want a refund of all premiums made under contract number MRF3852106.

  Customer Answer

  Date: 01/05/2024

  My CarShield contract number is MRF3852106. I had Car Shield for several year and made al lmonthly payment on time. I attempted to use my Car Shield on July 12, 2023. I was told by CarShield that the major problems I asked for repairs on were covered. **************** called andinformed me that Car Shield denied the claim. I feel that I was scammed by Car Shield. I want arefund of all premiums made under contract number MRF3852106

  

  Business Response

  Date: 01/08/2024

  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.  A list of covered items can be found in Section B of your contract which we have attached for convenience. 

  Your contract was cancelled as requested on 7/13/23. 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

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

   

  Customer Answer

  Date: 01/08/2024

  Complaint: 21087180
  
  I am rejecting this response because:
  

  A careful review should have been done prior to denying the claim. The claim denied coverage of items that was listed in my contract as covered. I want all of my payments back. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/08/2024

   

  Your chosen repair facility called in repairs for left and right window motors, brake booster, master cylinder, left and right lower ctrl arms, left and right outer tie rods, left and right front struts and left and front inner axle seal. None of those repairs are listed for coverage in Section ** Your claim was adjudicated correctly and within the contract terms. 

  CarShield has not violated the terms of the contract and has no contractual obligation to refund any monies after the first 30 days of purchase. 

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

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

  Customer Answer

  Date: 01/09/2024

  Complaint: 21087180
  

  We will accept the refund of ten payments that was previously offered. I feel as a senior citizen I trusted that my car was in great hands and my expensive car repairs would be paid. 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/02/2024

  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.

  I have been a contract holder with CarShield since June 2019. I have only ever made 2 claims throughout the entirety of my contract. My most recent claim (#*******) was for my transmission that went out. I had my SUV towed to the transmission shop on 11/10/2023. The shop immediately began the claim process with CarShield, and all documentation was submitted by 11/13/2023. My claim was not approved until 11/21/2023, and this was after me calling every single day for a period of time. I called the transmission shop on 11/22/2023 and asked them about the process now that the claim was approved. They advised me that THEY had not yet been notified by CarShield that my claim was approved. However, they were nice enough to go ahead and order the rebuilt transmission I was going to be paying $800 extra (just under $1400 total after everything) to have them put in my SUV (because CarShield was only willing to cover a used transmission with ******* miles on it, which was ridiculous) to speed up the process. They finally finished installing it on 12/7/2023 and I was able to retrieve my SUV on 12/8/2023 after they finished test driving it to ensure it was fixed. I rented a car to get to work for exactly 2 weeks during this time, for a total of $1037.84, even though my SUV was in the shop for longer than 2 weeks. When I called last week to inquire about my reimbursement for my rental car, I was advised I would only receive $40 because the labor to replace my transmission was only 9.5 hours. However, as is proven by the dates, CarShield took over a week alone just to tell ME they approved my claim, and even longer to tell the **** (who should have been notified first) that it was approved so that they could begin the work. I don't see how it's fair that I'm only entitled to receive 1 day of compensation for my rental car when CarShield's stalling to approve my claim and communicate that it was approved is what caused the majority of the time that it took to fix my SUV.

  

  Business Response

  Date: 01/08/2024

  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 ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  The rental authorization is based on the number of labor hours authorized for the claim. In this matter there was only 9.8 hours of labor authorized. 

  We see that you have already cancelled your contract. As a resolution, CarShield 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

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

   

  Customer Answer

  Date: 01/13/2024

  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:01/01/2024

  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.

  I have been paying Car Shield $89.95 for approx 2yrs. They misrepresented what their policy would cover. Even their advertisement on TV is misleading. Saying what they would cover. They say you can pick a mechanic of your choice, only to find out it has to be a "certified Mechanic of their choice. Towing .. would only cover less than half the towing fee.I had to personally tow my car to the dealership to get it analysis (65 miles each way)Car was analysed, cost ****** to analyze Car Shield would not pay the fee to analyze the car, the fee came out of my own pocket.The car had a cooling system problem, but was told by Car Shield that they would not cover the part cost or the cost to repair it.I was told I had to pay a ****** deductible for each claim. Again, false advertising.This company refuses to honor anything including but limited to their advertisement on the ***

  

  Business Response

  Date: 01/04/2024

  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.  The repairs to the coolant system, cooling pipe and freeze plug, were correctly denied as your contract has no coverage for those items.  A list of covered components can be found in Section B of your contract. Your contract also specifically states under General Exclusions, paragraph 14 "The cost of diagnosis, TEARDOWN, disassembly or assembly of a VEHICLE BREAKDOWN not covered by this CONTRACT"

  CarShield has not violated the contracted of the terms in any way. Although there is no refund due after the first 30 days of purchase, 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 ***************************************

  Customer Answer

  Date: 01/25/2024

  I just received the offer of car shield reimbursing my payments for the last 6months. I'm unsure of how to proceed...I would like to take this offer. The BBB stated that the case will be closed in 30 days.

• Initial Complaint

  Date:01/01/2024

  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.

  12-14-2023 $139.99
  11-14-2023 $139.99
  10-14-2023 $139.99
  9-14-2023 $139.99
  
  I didn’t even use their service. I want my money back. I’m not interested in this service. No more is too expensive.
  I want my refund back or I disputed it with my bank.

  

  Business Response

  Date: 01/03/2024

  We
  appreciate you bringing this to our attention.

  CarShield contracts come with a 30 day review period giving our customer ample time to review the contract and receive a full refund if they choose to cancel.  You have surpassed that time period. Much like car or home insurance, mechanical breakdown coverage provides coverage for your vehicle with each monthly payment. There is no refund if you do not file a claim. 

  Nonetheless, in an effort to resolve this matter CarShield will refund your last 2 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-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: 02/12/2024

  My account was deleted not even getting an email that was deleted what little scam is this? I would like my refund back. Cant even log to my account. I would like my refund back.

  

  Business Response

  Date: 02/12/2024

   

   Your contract has been been deleted or cancelled. Please call our customer ********************** department if you are having trouble logging into your app. Your contract number is MRF4795696 and your last payment was made on 2/12/24 when you called in to make the payment.

  Customer Relations

  

  Business Response

  Date: 02/12/2024

   

  This contact has NOT been cancelled or deleted. 

  Customer Answer

  Date: 04/18/2024

  I had a really disappointing experience with Car Shield. Their customer ********************** was unresponsive and lacked the professionalism I expected. The coverage options were limited, and when I needed repairs, the process was cumbersome and took much longer than promised. I wouldn't recommend Car Shield to anyone looking for reliable and efficient car warranty services. My overall experience with Car Shield was frustrating and unsatisfactory. Not only did they fail to provide timely assistance when my car needed repairs, but the coverage they offered was also riddled with loopholes that made it nearly impossible to claim benefits. The communication from their customer ********************** team was poor, leaving me feeling ignored and undervalued as a customer. To top it off, the ********************** shops within their network were subpar, further adding to my dissatisfaction. Save yourself the hassle and look elsewhere for a trustworthy car warranty provider. I would like my last payment that was only charged 1 day before my cancellation.

  

  Business Response

  Date: 04/18/2024

   

  We have requested the refund of your last payment. You will should receive it in 3-5 business days. 

  Customer Relations

• Initial Complaint

  Date:12/31/2023

  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.

  Last January, 2023, I had my van towed to Aamco Transmission to have my transmission repaired under my Car Shield contract. Through various blunders, delays, defective parts and general incompetence on Car Shield's part, it took four weeks to get my van back. Due to these delays, my rental invoice was over $5000. While Car Shield paid for the repairs, they only reimbursed me $119 for my rental cost.Two years prior, they took 10 days to decline a claim on my engine, as well as rental charges. The part was listed in the general exclusions of the policy. When I called customer ********************** to see if the part was excluded, they answered immediately that it was excluded. Yet the process took ******************* over $1000 in rental fees.

  

  Business Response

  Date: 01/03/2024

  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 per your contract terms resulting in authorization for a transmission repair.  You rented a vehicle before the claim was every started or authorization was given. Your rental invoice has 40 daily charges and additional non covered mileage charges, safe move charges and utility dolly charges. AAS states your claim rental has been authorized per terms of the contract for 4 days at U-Haul daily charge rate of $29.95 correctly and you are responsible for non covered rental days and non covered charges.

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

   

   

   

  Customer Answer

  Date: 01/07/2024

  I will accept CarShield's offer, only because I am not going to travel to ******** to *** them in Magistrate ****************** are some items I want to address in their response.  I am self employed.  I sell packaged pastries to convenience stores.  If my van is disabled, I need to rent another in order to work.  So when my van broke down, I rented a truck so I could continue to serve my customers. 

  I originally had the van towed to a Chrysler/Dodge/Ram dealer where I had previously had it towed when my engine died.  They told me they did not work with CarShield anymore because they were very slow and incompetent.  I then had the van towed from the dealer to Aamco.  They received it on the Friday afternoon of New Year's weekend.  Since they are closed on the weekend and that Monday for New Year's Day (Sunday), they could not diagnose the van until Tuesday.  I did not ask CarShield to reimburse me for the entire rental, only the period for which it was in their control.  They do not provide replacement vehicles, so I had no choice but to maintain my rental vehicle. 

  CarShield then proceeded to butcher and blunder every procedure from the time Aamco sent them the diagnosis.  By the time it took them to assign a claims examiner and get additional information and photos, another week passed.  Aamco contacted me and gave me two options.  Fix the existing transmission, for which CarShield would only pay a limited amount, or have a refurbished one put in.  I opted for the refurbished one and thought in would be fixed in a couple of days.  4 business days later CarShield called me to give me these same options.  I was furious and let them know.  The refurbished transmission was put in and was found to be defective.  CarShield had to have a staff meeting to decide if they would get another refurbished transmission.  They did and after another week, I took possession of my van.  Over a month since Aamco first sent them the diagnosis.  You can see my frustration.  While CarShield paid for the transmission, less $250 for something they would not pay for, I was stuck with a $5000 rental invoice, of which I wanted them to pay $4000.  

  This is why I filed a complaint.  They falsely advertise their product.  They say the pay for covered repairs, but they don't tell you that you're on the hook for most, if not all of the rental fees.

  In addition to this disaster, when I took my van to the dealer less than two years prior for the engine, it took them a week to assign a claims adjuster and four more days to contact me to tell me that it wasn't covered.  The reason they declined was because they don't cover the part that was defective.  The part was listed in the dealers  initial report.  I called customer **********************, not telling them who I was and asked if this part was covered.  The rep immediately told me it was excluded and gave me the exclusion number.  Yet it took CarShield 9 days to deny the claim, which should have been denied the first day.