Complaints
Customer Complaints Summary
- 2,756 total complaints in the last 3 years.
- 721 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/31/2023
Type: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.
CarShield charged my bank account 2 payments totaling $329.98 and refused to give my money back.
Business Response
Date: 01/02/2024
A customer service representative will be reaching out to shortly on this matter.
Customer Relations
Customer Answer
Date: 01/04/2024
I did get a phone call from CarShield which did not include a phone number to call back. I called the CarShield main number and they couldn’t tell me who called. I asked the customer service rep for a manager I was told they couldn’t do that or they just hung up. In the process I followed their instructions to fax our bank statements that reflects the overcharges to ************** with a cover sheet that had my name and number. I was told that they couldn’t find it. CarShield then asked me to email the statements that reflected both the over charges. The first charge was made on 10-24-2023 in the amount of $219.98 the same dater our actual contract amount was deducted. The second overcharge was deducted 11-23-2023.
I have been trying to work with CarShield and they are giving me the runaround
Business Response
Date: 01/05/2024
Please fax ************ the paperwork. That number goes directly to the legal department.
Customer Relations
Initial Complaint
Date:12/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company keeps calling and sending me letters about a Warranty on my car. I have a warranty through my car dealership. They call me, and I tell them to stop, and they keep sending me these letters. There has to be a way to get them to stop, and it must be fraud.Business Response
Date: 01/02/2024
The attached mailer is not from CarShield. CarShield mailers clearly state our name. You will need to contact the phone number listed on the mailer to request to be added to their do not contact list.
Customer Relations
Customer Answer
Date: 01/02/2024
I have attached the letter with the phone numbers,
regards,
***************************
Business Response
Date: 01/10/2024
The attached documents is not a CarShield mailer. You will need to contact that company to be removed from their contact list.
Customer Relations
Business Response
Date: 01/10/2024
Based on the information provided we have removed your from our contact list.
Customer Relations
Customer Answer
Date: 01/18/2024
Complaint: 21073372
I am rejecting this response because: I cannot open the reply to read what was sent.
Sincerely,
*****************************Business Response
Date: 01/19/2024
Based on the information provided we have removed your from our contact list.
Customer Relations
Customer Answer
Date: 01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is just an excuse from Carshield. If I get more letters and calls from them, I will call them and tell them personally what a SCAM they are.
Sincerely,
*****************************Initial Complaint
Date:12/31/2023
Type: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 after telling they would bill me monthly for my payment by email went into my account and just took 107 dollars out without my knowledge. I noticed the next day and called and cancelled the service and they said they took it from the account I authorized them to which was ********** **** which I had closed over a month earlier instead they took it from Mr ******* *** account. I asked that it be refunded immediately due to the fact they had no right to take it but instead they offered to lower my monthly rate from 107 dollars to 82 dollars for the top of the line package. I told them no and to please just return what they took without permission. This company is being allowed to operate and take peoples m***y and keep it and nobody is doing a thing to stop itBusiness Response
Date: 01/02/2024
Thank you for bringing this to our attention.
All CarShield customers are set up on auto-pay when the contract is purchased. It is the responsibility of the customer to call CarShield to make the payment before the due date or call CarShield to postp*** the payment to a date that works for you.
We see that you have already cancelled your contract. CarShield will refund your payments as a courtesy. You will receive the refund by check. We are sorry to lose you as a CarShield customer.
Customer Relations
Customer Answer
Date: 01/02/2024
If Car Shield is going to use the excuse that customers agree to auto pay then they should have that in writing where the customer e-signs. Just saying that well we record things doesn’t say anything. I will gladly accept my m***y back because they took it without permission and I never agreed to auto pay cause I disagree totally with auto pay and will take it as their apologyCustomer Answer
Date: 01/13/2024
I did accept the offer by car shield to refund my 321 dollars and accept this as their apology but have yet to see their check from the original date of your letter of and I thought they had 15 daysBusiness Response
Date: 01/19/2024
As explained in your phone call today with our customer ********************** department, please allow 20 business days for the check to be sent. The check has been requested and will arrive shortly.
Customer Relations
Customer Answer
Date: 01/22/2024
I called carshield today as you advised to check on my refund. The representative was very polite and said I will have a full refund by the 22nd of January or I should call them back. According to her it takes 20 days from the time you get the response from them for me to get the refund. Could you please note this in my complaint file.Thank you *******************Customer Answer
Date: 02/14/2024
Just to let you know I have received the check from carshield and now consider that they have met their end off the agreement and you may close the case and I thank you for your help.*******************
Sent from my iPhone
Initial Complaint
Date:12/31/2023
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.
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.
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 payments in full 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
I have reviewed the response made by the business in reference to
Sincerely,
*********************
Initial Complaint
Date:12/28/2023
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.
Business Response
Date: 12/29/2023
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 claim decision was correct for the fuel pump because it is not listed for coverage. On 10/17/2023, your chosen repair facility called AAS to check engine light concern and was advised correctly the contract did not have coverage for emission parts. A list of covered components can be found in Section B of your contract. No invoices showing any covered components were submitted for review. These would be out of pocket costs per terms of the contract.
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 [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:12/28/2023
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.
Business Response
Date: 12/29/2023
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 adjuster requested RDI (remove, disassemble and inspect) to be performed on your vehicle to determine the cause of failure. You instead decided to cancel 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: 01/02/2024
I have reviewed the response made by the business in reference to
Sincerely,
***********************************
Initial Complaint
Date:12/27/2023
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.
Business Response
Date: 12/29/2023
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 photos submitted by your chosen repair facility clearly show old oil and road dirt residue that has been built up for some time as oil dripping is not fresh oil and valve cover leaks have been dripping down. Due to the short time you have had coverage and multiple oil leaks shown that required the repair facility to fix and clean everything it would not have been enough time for the type of build up shown in photos to occur and steam cleaning would not be required for a recent leak. Your chosen repair facility confirmed this on 2 separate calls with AAS. Also, there service records from 1/26/2023 showed oil level 1.5 quarts low and oil leak in the notes.
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 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-*********.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
Business Response
Date: 01/15/2024
The corrected Agreement will be emailed to you today.
Customer Relations
Customer Answer
Date: 01/22/2024
I have reviewed the response made by the business in reference to
Sincerely,
*******************
Initial Complaint
Date:12/27/2023
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.
Customer Answer
Date: 12/27/2023
Business Response
Date: 12/28/2023
Carshield and your administrator,
American Auto Shield, are open to and willing to work with any repair facility
that you select. However, each repair facility is able to determine who
they wish to do business with as well. There is nothing that CarShield or AAS can do to
force any repair facility to work with you.
If you need assistance in locating a repair facility in your area that has worked with CarShield coverage in the past please contact our customer service department at ************.
Customer Relations
Customer Answer
Date: 12/29/2023
Business Response
Date: 12/29/2023
There is
nothing that CarShield or AAS can do to force any repair facility to work with
you. This is clearly outside the control of
CarShield.
If you would like assistance in finding a repair facility that accepts CarShield coverage, please contact customer service on ************.
If you wish to cancel your contract, CarShield will refund your last 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-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:12/27/2023
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 had to pay more out-of-pocket than the actual insurance.
Business Response
Date: 12/29/2023
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 is correct. Your claim was authorized for covered parts and verified labor. Any out of pocket costs are due to your chosen repair facility marking up parts prices and non-verifiable labor and would not be covered under your contract terms and your responsibility per terms of the contract.
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 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
**********************
Initial Complaint
Date:12/27/2023
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.
dec 2023 the check engine light came on. i took it to nissan and they said it needs a new transmission. mileage of 150,925.
car****** sent my claim to ********** and they denied it stating the inception miles should be 150,703 instead of the miles i submitted. at no time BEFORE dec 13 was i asked to provide a picture of the mileage of the car. car****** accepted the mileage but ********** has not and are refusing to pay.
i owned the car from july 2023 to current date. it was for my daughter who was not 16 at the time so she was not driving it much. in october, i started having car issues of my own so i started driving the altima more and that is when i purchased car******. from july to dec, not even 1000 miles have been put on the car. taking an average of the months, from oct to dec would have been 509.4 miles, which would be over the limit.
Business Response
Date: 12/29/2023
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. Your vehicle has not met the required waiting period. AAS also pulled a Carfax report and the mileage in the report was higher than what you reported at time of the contract purchase. Your vehicle vehicle shows 150,076 miles on 7/12/23. Your reported 149,726 miles on 10/30/23 when you purchased your vehicle service contract. Your claim was reviewed by Client relations and mileage updated and then it was verified that you vehicle failures are within contract waiting period by days and miles.
As a resolution,
Car****** will refund your payments in full upon execution of a Settlement and
Release Agreement. If you wish to accept this offer, please ***** ****************** to
confirm and we will draft the Agreement and email it to you for your electronic
signature. Please be sure to include your contract number for faster
processing.
Customer Relations
Car******
is here to address your concerns. Car****** is suing the BBB-St. Louis.
Car****** recently filed a lawsuit against the BBB-St. Louis. The lawsuit
asserts that the BBB- St. Louis is biased against Car****** and that the
BBB-St. Louis has used improper means through the use of misrepresentation
relating to Car******. A copy of the lawsuit is available at
**********************
Customer Answer
Date: 12/29/2023
I am rejecting this response because: Dec. 13th I corrected the mileage with Car****** and they accepted the updated miles, no questions asked by them at that time. Again, ********** rejected those miles and entered a mileage that they felt was appropriate. Which was not appropriate as the car had not been driven that much because my daughter was not 16 yet. We owned the car from July to current so even taking an average of the miles compared to months, October through current would be 509.4 which is still over the mileage that is required. I reported 150,422 for Oct, which is over the required miles as well. I feel that car******/********** should pay for the transmission repair as the miles are over the 500 mile waiting period.
Sincerely,
****** ******
Business Response
Date: 12/29/2023
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: https://******************.com/dispute-resolution/
If you wish to accept Car******'s offer, please ***** ******************.
Customer Relations
Customer Answer
Date: 12/30/2023
I am rejecting this response because: I sent 2 previous dispute resolutions per my contract and keep getting sent back around in a circle with no resolution. I do not want to accept their offer of paying my monthly payments. I want them to pay for the new transmission. The first dispute I filed, I was told to email Client Relations to update my Oct mileage, which I did. Client relations then told me I needed to file a dispute claim, which I did. After that dispute, I was told I needed to file a BBB claim, which I did. That is when the offer was sent to me that I rejected. And now I'm getting this message again to file a dispute claim. Same circle but no resolution! Please pay for the transmission as I have followed all the steps and sent all the mileage and fixed the initial mileage error.
Sincerely,
****** ******
Business Response
Date: 01/02/2024
Car****** is not the proper party with which to a dispute. ******** **** ****** is the ADMINISTRATOR OF YOUR CONTRACT.
Please see page 9 &10 of your attached contract which states "Any legal dispute between YOU and ADMINISTRATOR relating to this CONTRACT may be resolved by arbitration. To begin arbitration, either YOU or WE must make a written demand for arbitration within sixty (60) days of ADMINISTRATOR’S final decision. The arbitration will take place before a single arbitrator. It will be administered in keeping with the Conditionally Binding Arbitration Rules ("Rules") of the Better Business Bureau ("BBB") in effect when the claim is filed. YOU agree that any arbitration proceeding or litigation will only consider YOUR claims. Claims by, or on behalf of, other individuals will not be arbitrated or litigated in any proceeding that is considering YOUR claims. In the event of litigation involving this CONTRACT, venue shall be in the courts of Jefferson County, Colorado. YOU and the ADMINISTRATOR understand and agree that these are the only dispute resolution options available to either YOU or US regarding any disputes under this CONTRACT. YOU and the ADMINISTRATOR further agree that any lawsuits brought in any venue other than the courts of Jefferson County, Colorado shall be promptly dismissed by the associated court for improper venue.
YOU and the ADMINISTRATOR also specifically agree to waive the right to trial by jury in any lawsuit brought under this provision, unless prohibited by law. Please refer to the “Individual State Variance Requirement” Endorsement of this CONTRACT for any added requirements in YOUR state. YOU agree that YOU shall not participate in any class arbitration proceedings or class action lawsuits regarding this CONTRACT against US, the SELLER, or the insurer, unless specifically permitted to do so under applicable law. WE do not agree to participate in any class arbitration proceedings or class action lawsuits, unless required to do so under applicable law or specific court order.
YOU may employ an attorney to represent YOU in any arbitration or lawsuit brought under this CONTRACT but are not required to do so. WE will not pay YOUR attorney’s fees, court filing fees, service fees, or any other litigation-related expenses.
Any arbitration must be brought within ninety (90) days or within the time period specified by the pertinent statute of limitations for the jurisdiction under which a lawsuit could be brought under this CONTRACT or the arbitration shall be barred, unless prohibited by law. "
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