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:12/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/20/2023 I filled a claim for my car a 2004 Buick Lasabra. I explained what my car was doing and the representative looked up the policy and my motor and transmission is covered and my deductible was $200. So she said she would go ahead and file the claim. She told me to find or use one of their shops to fix it at. I looked around and had no luck around my town. I called back a couple of weeks later and explained i had no luck finding a shop to fix it that takes car shield. She gave me a number to call to see if he could take it in and fix it. I took the car there and it sat there for 6 months waiting on car shield to give the shop the green light to fix my car. I called car shield to see what was going on. The representative said they never got the paperwork on my car. I called the shop talked with the man at the shop and he said, he did his part and he never heard from them. I call them back same thing no paperwork finally I ask them if it was another shop i could take my car, she gave me another shop to take my car and I did. Same thing they said motor. car shield call and said they would send someone to look at it and call back. I waited the shop called said the adjustor came out and said it's the motor. The next call I got was car shield saying they denied my claim because my car sat up for six months before my policy was brought. I called back to see what they was talking about the representative, said the decision was finally and I could call and file a dispute if I was not satisfied with outcome of my claim. I have made payments to them for at least over a year for my policy. If I wasn't covered then why did she say I was covered my policy was in effect and everything was good just find a shop now. I'll get dates and the amounts and the date I brought my policy with them. during the time my car was in the shop that they told me to take it too and sat there for 6 months I kept in touch calling them both. Finally the shop stop answering calls.

  

  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, American Auto Shield (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.  AAS determined the failure to your vehicle was prior was prior to the contract purchase date. 

  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. 

  We see that you have already cancelled your contract. 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 [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 02/26/2024

  I just saw my e-mail from BBB, I would like for someone to call or send me more information about the results of the complaint. I'm sorry I just received the message. What do I need to do now. Please give me a call at ************ or ************ or e-mail me at ********************.

  Thank you 

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

  

  Business Response

  Date: 02/27/2024

  CarShield's offer of resolution is below...................

  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.  AAS determined the failure to your vehicle was prior was prior to the contract purchase date. 
  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. 
  

  We see that you have already cancelled your contract. 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: 03/06/2024

  Complaint: 21060324
  
  I am rejecting this response because:

  I need more than what Carshield is offering because I paid more for their coverage.  I would like to have my money back so I can get my car fixed myself. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/08/2024

   

  CarShield has no contractual obligation to refund any payments after the first 30 days of purchase. Our offer of a 10 month refund was generous and fair. 

  In an effort to resolve this matter, we will offer an additional 4 monthly payments for a total refund of 14 monthly 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: 04/03/2024

  21060324. I accepted Carshield's offer but did not have the contract number they asked for.  Could this one be reopened. I have noted this.

  Customer Answer

  Date: 04/03/2024

  I accept Carshields offer but I am unable to open any emails that they have previously sent.  I am not able to locate my contract number through emails. How am I able to open my emails to verify my contract number.

  Customer Answer

  Date: 04/03/2024

  21060324. I accepted Carshield's offer but did not have the contract number they asked for.  

  

  Business Response

  Date: 04/03/2024

   

  CarShield will draft the Agreement and mail it to your home address. Please sign and return in the **** provided.

  Customer Relations

  

  Business Response

  Date: 04/03/2024

   

  CarShield will draft the Agreement and mail it to your home address. Please sign and return in the **** provided.

  Customer Relations

  Customer Answer

  Date: 04/09/2024

  My name is ***************************, and Im responding to an email concerning my refund of 14 months back. I accept the offer and would like to know when I will start to receive my refund. 

  If there is anything else please give me a call at ************** or email me at ********************

  Thank you

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

  Contract# ?

  Sliver plan

   

   

    

  Customer Answer

  Date: 04/15/2024

  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:12/26/2023

  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.

  Avoid using Car****** at all costs. I entrusted my daughter's car to them on November 28th, 2023, and as of today, December 26th, 2023, it remains at the repair shop due to Car******'s negligence and subpar service. The initial diagnosis on November 26th revealed a faulty transmission, prompting us to wait a week for Car******'s response. Unfortunately, their communication was disrespectful, and they demanded additional, unnecessary information about the car.
  
  Fortunately, I had diligently saved all relevant documents since the car's purchase, and after submitting them to Car******, it took two days for approval. Subsequently, a used transmission was ordered and delivered to the shop. However, upon installation, a component of the used transmission proved faulty, rendering it inoperative. Despite the repair shop contacting Car******, they are now refusing to cover the costs of replacing and programming the defective part they supplied.
  
  I find myself having to bear the financial burden out of pocket to rectify the issues with the transmission so that my daughter can finally reclaim her car. Car******'s actions suggest fraudulent practices and make it evident that they are a major scam. Buyer beware! I intend to update this review with the final details once my daughter's car is eventually returned.

  

  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 claim was authorized correctly for a transmission repair and eligible stop tag items to be added as part of repair. Non covered parts including an external module not reported as failed at beginning of claim and reported as failed after repair and starter that broke due to rust during the transmission repair are not covered failures would under the 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. 

  ******** **** ****** has authorized $4,899.95 towards your claim.  If you wish to void that claim, Car****** will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  

  Business Response

  Date: 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 claim was authorized correctly for a transmission repair and eligible stop tag items to be added as part of repair. Non covered parts including an external module not reported as failed at beginning of claim and reported as failed after repair and starter that broke due to rust during the transmission repair are not covered failures would under the 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. 

  ******** **** ****** has authorized $4,899.95 towards your claim.  If you wish to void that claim, Car****** will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

  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: 01/03/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: Car****** acknowledged in their response that they authorized $4,899.95 for the claim on my daughter's car. However, they only disbursed $1,206.37, which falls short of covering the labor costs for the transmission installation. Consequently, I had to personally cover $843.46 out of pocket for the **** shop expenses. Additionally, although they stated that external modules are not covered, the module they provided with the used transmission was defective. Not to mention she was without a car for a month due to their negligence.  I am seeking clarification on the process for receiving reimbursement before accepting their response.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 01/03/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: Car****** acknowledged in their response that they authorized $4,899.95 for the claim on my daughter's car. However, they only disbursed $1,206.37, which falls short of covering the labor costs for the transmission installation. Consequently, I had to personally cover $843.46 out of pocket for the **** shop expenses. Additionally, although they stated that external modules are not covered, the module they provided with the used transmission was defective. Not to mention she was without a car for a month due to their negligence.  I am seeking clarification on the process for receiving reimbursement before accepting their response.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 01/03/2024

   

  The authorized amount included $3700 to the vendor (parts) and $1199.95 for labor. Any out of pockets costs were non verifiable labor charges. 

  Customer Relations

  

  Business Response

  Date: 01/03/2024

   

  The authorized amount included $3700 to the vendor (parts) and $1199.95 for labor. Any out of pockets costs were non verifiable labor charges. 

  Customer Relations

• Initial Complaint

  Date:12/25/2023

  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 warranty contract states that rental reimbursement is up to $100/day and up to 14 days for transmission replacement. I had a rental for 3 weeks and had to borrow a vehicle after that point to be able to get to and from work. Due to this particular transmission being on back order with no eta, they decided to rebuild instead of replace. Now the replacement parts keep getting delayed also. It has now been 9 weeks without my vehicle and will be at least 2 more before the new eta on parts. Car shield has reimbursed me for 1 week of rental and refuses to reimburse the 2nd week even tho they made the decision to rebuild solely because a replacement is not available. I’m not asking for anything extra than what is in my contract. I will still be out money on this situation which is not a big issue but they need to be held to the 2 weeks stated in the contract.

  

  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. AAS states the claim adjudication is correct and they have authorized your chosen repair facility overhaul for repairs to the transmission. Your repair facility has advised AAS the reman transmission is on back order and submitted overhaul repair so there was no better options. 

  Your contract has maximum rental coverage that has already been paid to you in the amount of $539.91, any extension would be excluded and your out of pocket costs. ******** **** ****** has authorized $6,198.97 towards your claim. You have made 5 payments of $129.38 towards your contract. Therefore, there is no refund due on this matter. If you would like to void the authorization, 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
  **********************

   

   

• Initial Complaint

  Date:12/24/2023

  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.

  Check engine light came on and rough idle.. I called Carshield and used the tow service, no problem. I had it towed to their suggested preferred service center and was informed several days later they could not do the work. I then had it towed out of my pocket to 2 different places until ending at a dealership service center. They informed me after a couple weeks that the engine had no compression in valve three and have video evidence of the chip. Carshield refused to move ahead with the repair unless I pay for a teardown of the top of the engine to verify it was caused by a lubricated moving part and not a squirrel gnawed a chip off the head.

  

  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. 

  AAS notes your vehicle is in for engine failure and was previously at a different repair facility where your contract authorized an engine repair of the timing chain components which could be related to current failures and still withing the repair facility's 12/12 warranty.  Your new repair facility, Audi Louisville has called in with engine misfires and they stated they suspect exhaust valve failures. Your repair facility also sent AAS "Bore Scope" images of possible damaged exhaust valve and seat but no there was no RDI (remove, disassemble and inspect) performed to verify the cause of failure. The adjuster requested RDI to verify failures as failures could be related to improper repair by your previous repair facility but you have not authorized the request and your claim was marked inactive. With you unwilling to continue the claims process to verify COF and extent of damage your claim will not move forward.

  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 [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:12/22/2023

  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 called Car Shield to report a claim late October or early November. I was told I had to e-mail them my invoices and receipts for any and all maintenance done to the truck. On November 5th I sent the last 11 months of those invoices. Car Shield asked again for another invoice and said they would approve it as soon as they got it. On November 30th I sent that one in. I change my fuel filter and other components when the light comes on, which is one of three recommended times to change the filter. Car Shield then told me they could not cover the truck due to the fact I did not change the filter at 15000 miles.

  

  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, American Auto Shield (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 claim was not authorized due the fuel system not being properly maintenance according to Ford Manufacturers maintenance intervals which leads to system failures and premature wear. The records provided showed the first maintenance done at roughly 122,000 miles which 40,000 miles after you purchased the contract. The interval per your manufacturer is every 15,000. The records verify lack of maintenance as you should have had at least 3 services completed but did not. Your last fuel system maintenance verified at 153k per records which is 30,000 miles from the last service. With current claim mileage 182,000 you are over the maintenance interval by 25,000 miles.  Lack of proper fuel maintenance causing premature wear and failures of the fuel system contract would not have coverage per your contract terms.

  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 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

  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:12/22/2023

  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 *ake my car *o ****** Service Depar*men* *** ***** **, ********, ** *****, for services and main*enance. I was never informed by ****** of a** major issues wi*h my car. I am up *o da*e wi*h all my inspec*ion and services. *here was no indica*ion on my car *ha* my oil was low or in need of an oil change, and no oil linking from *he car. ****** s*a*ed on *he repor*” *he car arrived wi*h no oil on *he dips*ick.” If *here was no indica*ion of low oil or change or oil link and I *ake my car for regular services, *here mus* be an issue *ha* caused my car *o cease. I would like American Au*o Shield *o have an ac*ual inspec*ion *o go look a* *he car and ac*ual inspec* *he car. *here’s some*hing *ha* caused my car *o cease. I also would like *o *ake my car *o ano*her mechanic shop for a second opinion. I fel* disrespec* and brush off because I was a women. I would like my claim re-evalua*e due *he lack *here was no ac*ual inspec*ion done by American Au*o Shield. I have a con*rac* wi*h Carshield $129.99, which i paid on *ime. I would like for *hem *o honor my con*rac* and play for my car repair.
  
  I jus* spoke wi*h KD *he ****** advisory *ha*’s *aking care of my care. KD s*a*ed *o me” he did no* pu* on *he repor* *ha* was sen* *o *he American Car Shield *ha* I drove my car *o ****** wi*hou* no oil, he said *ha* *he car had li**le oil. *ha* *he car is consuming a lo* of oil, which I would no* have known abou*. KD also said he explain *o *he inspec*or *ha* is was no* my faul* *he driver (Na*acha), and i* was no* due *o lack of me no* keep up services wi*h *he car. KD also s*a*ed he can send all of my records of all my oil changes and main*ains. As I s*a*ed in *he 1s* dispu*e *he car was no* over hea*ed, or a** indica*ion of oil leak or a***hing was wrong. KD also s*a*ed on *he repor* “he asking ACS *o open up *he engine *o show more proof of why *he car is consuming so much oil, and he never received an answer.” I need ACS *o call *he ****** advisory KD *************, again *o receive more clarifica*ion abou* my claim and reconsider approving *he work, since i* was no*hing *ha* I did wrong. *his repor* need *o go *he escala*ion dep*., for evalua*ion.

  

  Business Response

  Date: 12/29/2023

  *hank
  you for bringing *his *o our a**en*ion.
  

  As no*ed on *he firs* *hree pages of your vehicle service
  con*rac*, American Au*o Shield (AAS) is *he adminis*ra*or
  of your vehicle service con*rac* and has FULL au*hori*y over repair procedures,
  approvals, denials and paymen*s.  We have con*ac*ed *hem *o ob*ain
  informa*ion on *he repair claim you have referenced. American Au*o Shield has informed us *hey will be
  reaching ou* *o you regarding *his ma**er shor*ly. 

  If you wish *o con*ac*
  *hem firs* *hey can be reached a* ************.

  Cus*omer Rela*ions

  CarShield
  is here *o address your concerns. CarShield is suing *he BBB-S*. Louis.
  CarShield recen*ly filed a lawsui* agains* *he BBB-S*. Louis. *he lawsui*
  asser*s *ha* *he BBB- S*. Louis is biased agains* CarShield and *ha* *he
  BBB-S*. Louis has used improper means *hrough *he use of misrepresen*a*ion
  rela*ing *o CarShield.  A copy of *he lawsui* is available a*
  h**p://www.BBBBias.com

• Initial Complaint

  Date:12/22/2023

  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.

  In July 2023, I was trying to take advantage of the 30 Day free trial. I unfortunately missed the deadline to cancel the trial offer; however, I did call to request a cancelation 10 days after the free trial period expired. Whomever, I spoke with told me that the policy had been cancelled. Nonetheless, as I was reviewing my credit card transactions, I just noticed that I had been charged every month since I requested the cancelation. I called to try to have this issue resolved amicably, but I was first hung up on by the first representative I spoke with. He did however inform me that it was possible that my call to cancel the service had been directed to the wrong department and that would explain why he could not locate my initial request to cancel. Then, when I called back again, I was told by another representative that all she could do was to cancel the service beginning this month. I contacted my credit card company to notify them that I had cancelled CarShield and was instructed to file a fraud report because I DID NOT authorize any further payments after I had requested the cancellation.

  

  Business Response

  Date: 12/22/2023

   

  We appreciate you bringing this to our attention.

  We have reviewed our phone records and have no call from you from the phone number listed on your account from the date of purchase to December 21, 2023.  Please send the phone number you called from to ****************** so we can verify the cancellation request and issue a refund. 

  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: 12/26/2023

  I called **************.

  Customer Answer

  Date: 12/26/2023

  I either called from my home phone number of ************ or my cell phone number ************.

  Customer Answer

  Date: 12/26/2023

  I also e-mailed my phone numbers as requested. 

  

  Business Response

  Date: 12/28/2023

   

  The Settlement Agreement was sent to the email address on file today 12/28/23. Since you charged back 4 payments, the refund is for the remaining balance on the contract. 

  Customer Relations

  Customer Answer

  Date: 12/30/2023

  I received an e-mail with a Settlement Agreement and Release offer, in which, that contract stated that they would refund two months. In addition, I had also received an e-mail from ****** ********* stating that four payments had already been refunded back to my credit card. For your perusal, I have submitted copies of these communication via e-mail. Nonetheless, I called my credit card company and was informed that only 1 month had been refunded, on December 27, in the amount of $149.99. Thus, I did not sign the Settlement Agreement and Release because it stated that they would only repay 2 months; whereas the other 4 months that they claimed was credited back to me has not been reflected in my credit card company.  I supplied a screenshot, to Ms. *********, to verify that only $149.99 has been refunded, thus far, as of December 27. Therefore, there are still 5 outstanding credits in the amount of $149.99 each outstanding or a total of $749.95. Ms. ********* stated that she would follow-up with their accounting department and send me updated information on the refund and a new Settlement Agreement and Release.

  Customer Answer

  Date: 12/30/2023

  I received an e-mail with a Settlement Agreement and Release offer, in which, that contract stated that they would refund two months. In addition, I had also received an e-mail from ****** ********* stating that four payments had already been refunded back to my credit card. For your perusal, I have submitted copies of these communication via e-mail. Nonetheless, I called my credit card company and was informed that only 1 month had been refunded, on December 27, in the amount of $149.99. Thus, I did not sign the Settlement Agreement and Release because it stated that they would only repay 2 months; whereas the other 4 months that they claimed was credited back to me has not been reflected in my credit card company.  I supplied a screenshot, to Ms. *********, to verify that only $149.99 has been refunded, thus far, as of December 27. Therefore, there are still 5 outstanding credits in the amount of $149.99 each outstanding or a total of $749.95. Ms. ********* stated that she would follow-up with their accounting department and send me updated information on the refund and a new Settlement Agreement and Release.

  Customer Answer

  Date: 12/30/2023

  These are the copies of the e-mails from Ms. *********.

  Customer Answer

  Date: 12/30/2023

  These are the copies of the e-mails from Ms. *********.

  Customer Answer

  Date: 12/30/2023

  These are the copies of the e-mails from Ms. *********.

• Initial Complaint

  Date:12/21/2023

  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've been a customer with carshield for 4yrs and have had poor service with them. I filed a claim in November due to a Oil pan leak on a 2016 Ford F150 The vehicle was taken to a authorized dealer whom informed me that the leak was coming from the gasket and seal that would have to be replaced. I had the Gold Plan Warranty, which supposedly covers gaskets and seals. But due to a play of wording Carshield declined the repair.
  As a consumer their warranties need to be more specific in black and white without play of wording. I had to assume diagnostics payment of 118.00 and I chose to Discontinue service with Carshield.
  I received a call regarding payment inwhich I advised the representative that I was canceling my service. The assiciate questioned the reason and I informed her of my dissatisfaction with the claim filed. As tiring to retain me as a customer she offered me a lower monthly pricing at which I advised her No and I would need to talk with my husband to see what he thought. And if so we would call back. Per associate she replied U will note your account of the offer for when you call back. Never was I read an payment statement but received a deduction of 69.99 to my account and was told I agreed. I replied that was incorrect and would like to hear the recorded message. This irrated me even more to know they processed a payment without my consent. The Associate never stated to me that a payment of 69.99 would be processed due to me wanting to cancel service when the contract does not benefit my vehicle. For 69.99 and keeping the Warranty thar is not in my best interest, is something that I would not agree to. I appreciate your time in looking into this matter and hopefully getting a refund of 69.99.. It's sad how companies use tactics to keep customers without getting a verbal Yes and reading a verbal agreement back to the customer acknowledging the agreement.

  

  Business Response

  Date: 12/21/2023

   

  Your last payment will be refunded to the card on file. Please allow 3-5 business days for the refund to hit your account. 

  Customer Relations

   

• Initial Complaint

  Date:12/21/2023

  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.

  In December 2022, I heard a knocking in my 2011 Chevy Tahoe and proceeded straight to Meineke in Collinsville, Il. The ASE certified mechanic told me my lifter was bad and a possible new engine block was required. I asked him if I needed to leave the vehicle and he said no! He was going to call Car ****** and get approval for the repairs first. He directed me to drive the vehicle home, since the damage was done and I only live less than 1 mile away. I called Car ****** several times to get the process going and finally took the vehicle back to Meineke. I had to stay on top of the issue, since my adjuster was horrible and NOT very informative. I ended up getting a new engine block that costed me $7,367.99, since Car ****** said I should of left the vehicle and never drove it home. I found it absurd that Car ****** can override the guidance of a certified mechanic. Car ****** only approved $5,081.33 out of there pocket, since I drove the vehicle home, I have to say that overriding a certified mechanic guidance is ridiculous in my mind. I honestly believe Car ****** tries to get out of paying for repairs even if they are a million dollar company. The guidance first provided was I would pay $3000,00 out of pocket, but found a way to pay less. Total cost of repairs was $11,650.81. Be careful and ask questions before purchasing Car ******.

  

  Business Response

  Date: 12/27/2023

  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. You advised AAS on recorded calls that your vehicle was driven to your chosen repair facility with an engine noise and warning lights on for a misfire condition.  You then drove your vehicle back home and then back to your chosen repair facility to complete diagnosis so that the repair facility could verify the failure. This is continued operation per terms of the contract and would limit coverage to initial cause of failure. AAS correctly authorized your claim for the initial failure of cam/lifters as a credit towards the engine repair. RF submitted estimate for engine and lifter repair separately giving the option for less costly repair. The estimate for lifter repair came in at $6,723.16 which would have been significantly less out of pocket costs to you.  Your claim was reviewed by the Claims Management and additional part costs and rental have already been authorized as a gesture of goodwill. The maximum contract liability was already paid to your repair facility and to you for additional rental that was outside of contract terms. There would be no additional amounts added to the amounts already authorized as anything further would be outside of contract terms.

  ******** **** ****** has authorized and paid $5081.33 to your repair facility. They also reimbursed you $1,122.00 as a goodwill gesture.  Since there is more than double what you have paid into the contract, there is no refund due. 

  If
  you have any additional questions regarding your claim, please contact AAS
  directly at ************. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

  Customer Relations

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

   

  Customer Answer

  Date: 01/09/2024

  In my contract, Car ****** does indicate that anything regarding my vehicle engine would be covered. In this case, I paid more than Car ****** paid in full. According to the contract, I believe the entire cost of the engine should have been covered. I followed the guidance of the certified mechanic and drove the vehicle home. He indicated.no further damage will be caused if I drove the vehicle home, which is less than a mile. Also, your adjustor did not provide the best customer service or guidance. If I was not tracking the repairs and pushing requirements to the adjustor, my vehicle would have been there longer. If you have recorded phone calls, you can listen to my calls and hear the steps I took on my own time to make things happen. If I provided service like this in the military, my career would be over or I would be asking for my Officer evaluations to be revamped to promote in the military. 

• Initial Complaint

  Date:12/21/2023

  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 vehicle broke down on the side ** the road. Used a tow company through Car Shield and was told I could take it wherever I wanted for repair. I brought the vehicle to a Chevy dealership. Car Shield would not cover required repairs.

  

  Business Response

  Date: 12/27/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages ** your vehicle service
  contract, American Auto Shield (AAS) is the administrator
  ** 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. American Auto Shield has informed us they will be
  reaching out to you regarding this matter shortly. 

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

  Customer Relations

  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 ** misrepresentation
  relating to CarShield.  A copy ** the lawsuit is available at
  **********************

  Customer Answer

  Date: 12/27/2023

  The inly thing that i want them to do is repair my car at the locations ** my choice which us ******** ********* ** ******* ***** and i would like to reimburse for all my tows from shop to shop.

   

  thank you in advance

   

  ****** *****

  

  Business Response

  Date: 12/29/2023

   

  As stated in our response to your BBB complaint, American Auto Shield is the administrator ** 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:  **************************************************

  Customer Relations