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:12/20/2023

  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 signed up for carshield in July 2022. I had the vehicle coverage until I cancelled today 12/20/2023. 3 months ago I put my debit card in. Typically it’s my wife’s card. There’s a box on their website that is optional to check and it says “save card for future payments”. I did not click that box. They saved my card information anyway. So they were never authorized to take more than 1 payment . They’ve taken 3 all together . They took 1 today. I called . Cancelled service . They refuse to refund the money , and will not allow me to cancel service . However they bill before the service. I don’t receive 30 days of coverage , and then pay my bill. I pay my bill and then receive coverage. So I cancelled today and they will not give my money back even though I terminated service . I feel like my money has been stolen, this is borderline fraud , and it’s terrible business. I’ve been a customer with them for over a year , and previously had 2 years with them before July 2023 with a different vehicle. I canceled the service . They should cancel the payment . I spent hours on the phone with them trying to resolve this issue and they refuse to do anything about it.

  

  Business Response

  Date: 12/21/2023

   

  Your refund was processed this morning 12/21/23. You will receive the refund back to the card on file within 3-5 business days. 

  We are sorry to lose you as a CarShield customer. 

  Customer Relations

   

• Initial Complaint

  Date:12/20/2023

  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.

  I recently purchased a used car for my daughter. I thought i did everything right by having it inspected by a mechanic to assure all things were in good working condition and then adding an extended warranty plan through Carshield just to have that "extra" protection. Aprrrox 2 months after we bought it she was driving home one evening and the car made a weird sound and all the lights on the dashboard came on. She called me and asked what she should do because she was alone with her 1 year old son in the car and I was out of town. I told her if possible to drive to a safe location ( a gas station was about a mile from her), turn the car off and call her boyfriend to get her. Do not continue to drive the car. I then called a tow truck to get the car and take it to Kia *********************** Our car has been at this same Kia ************************* for approx 7 weeks now. *** has kept in touch with me about the car and the fact that carshield has taken forever to do anything to get the process going. We called them atleast once a week asking for them to send an inspector so that the could initiate a request for us to get a rental car- WHICH WE STILL HAVE NOT GOTTEN > 1 month later- they finally send an inspector that denies our claim saying "evidence shows we drove it after breakdown and our contract wont cover damages if continued driving after breakdown." She drove it to be in a safe location! The car wasnt "broken down" at this point because she drove it to safety. So i put in an online and AAS has offered to pay for some of the damages but will not replace the motor which is what's required. The Kia ********************** manager even states that there's no way to know how far a car was driven based off the information given to the inspector from AAS. Apparently there are alot of companies that are no longer using Carshield because of their lack of timely ********************** and failure to pay for claims.

  

  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 ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. A full engine repair was not authorized due to continued operation. AAS has authorized the initial failures of the timing chain/guides etc. 

  Further investigation verified you submitted web claim showing break down date 10/27/2023 @148,849 miles. Your claim was started roughly a week later showing ******* miles (423 miles difference) verifying your vehicle was driven after the initial failure started.  Your chosen repair facility sent in photos showing the timing guide pieces in oil pick up tube which would indicate vehicle running and sucking timing components in oil pick up tube restricting oil flow causing lack of proper lubrication and further damage to internal engine components leading your repair facility request for engine replacement. You also submitted records showing your vehicle has not been maintained per manufacturer's specifications as engine oil change interval is shown to be every ***** miles. Your records show oil changes done were past required mileage by double and almost triple the manufactured required mileages adding lack of maintenance to the situation and excluded from contract.  Inspection photo shows maintenance sticker engine oil change service due @144,604 which verifies your vehicle is also currently over scheduled maintenance by ***** miles as inspector verified current mileage *******.

  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: 12/27/2023

  Complaint: 21036680
  
  I am rejecting this response because: we had the vehicle for 2 months prior to the issue. We were told that the noise we initially reported was due to a recall and knew no differently at the time. All service records were provided from the previous owner and they were dated approx every 3 months. I'd like reimbursements on all 4 of the vehicles premiums that were on the policy for the past few months. Also if *** refuses to cover the cost of a refurbished motor than I Would like the the money they agreed to pay for the repairs of the timing, tensioners and guides paid to me instead of fixing the vehicle through kia.
  
  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/28/2023

   

  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:  **************************************************

  If you wish to accept CarShield's offer, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

   

  Customer Answer

  Date: 12/31/2023

  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 will accept carshields offer of returning my premiums and I have contacted AAS for claim issues.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/20/2023

  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 tryed to cancel my car ****** but only got recording tellin methat there phone lines we down. Cum to find out nobody in my area even accepts the warrenty so its worthless exept to them robbing me every month. The only way i could stop the charges was to cancell my card. I want my money back and i will tell everyone i know about this experience

  

  Business Response

  Date: 12/27/2023

  Car****** and your administrator,
  ******** **** ****** (AAS), 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 Car****** or AAS can do to
  force any repair facility to work with you. This is clearly outside the control of Car****** and ******** **** ******.

  We have no record of you contacting our customer service department for help in locating a repair facility in your area that has worked with Car****** coverage in the past. We also see that you spoke to a customer service representative today 12/27/23 and have decided to keep coverage and continue making payments. 

  Please contact our customer service department if you wish to cancel your contract. 

  Customer Relations

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

• Initial Complaint

  Date:12/20/2023

  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 to buy CAR INSURANCE, I stated that to the representative on the phone. At no point did the sales representative tell me that car shield IS NOT a car insurance company. Proceeded to sign me up. The past few months I was under the impression I was insured. Come to find out when I call with my credit union to get them listed as a lien holder I find out this is not a car insurance company AT ALL. This is horrible and unethical. The manager called me and was rude and unhelpful, her name was **** at the corporate office. She refuses to let me listen to the recording of my initial call, unless an attorney requests it. This business should be closed down.

  

  Business Response

  Date: 12/21/2023

  Thank you for bringing this to our attention. 

  Your contact clearly states in page 3 that you purchased mechanical breakdown insurance. Car insurance does not cover mechanical breakdowns and mechanical break down insurance does not cover collisions. All CarShield contracts come with a 30 day review period giving our customer ample time to review the contract and cancel with a full refund. We have attached a copy of the contract for your convenience. 

  Although CarShield has no contractual obligation to do so, we will refund your last 3 payments.  You will receive one payment back to the card on file and the remainder will be sent via USPS within 7-10 days. 

  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: 12/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  You are taking no accountability for your sales representative and their unethical practices when signing me up for what I was under the impression was car insurance. I want all payments refunded.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 12/21/2023

   

  We reviewed the call and it was explained to you in detail the covered components of your vehicle service contract.  If you would like a copy of the call, a Court Order can be mailed to ******************.

  If you wish to accept our offered resolution, please email ******************

  Customer Relations

• Initial Complaint

  Date:12/19/2023

  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.

  On Or about November 18, 2023 I called CarShield to cancel my contract with them. I explained to the service representative that I could no longer afford the contract I have with CarShield and I would like to cancel. He told me he could lower my monthly payments. I requested to know how much.. he told me from 109.99 to 79.99. I told him I wasn’t sure. He told me how about he give me a month to decide and I won’t have a payment due until next month. Today when I went to check my account I noticed two payments (159.98) were being withdrawn from my account. I called CarShield I asked the representative why were there two payments withdrawn from my account? The representative begin to explain to me that one payment was for last month, and the other payment was for the month that was due. I begin to explain to the representative what was told to me in the previous month from a different representative,(the first part of the paragraph). She then proceeds to tell me that what he meant to say, was post date a payment so I would owe two payments. So I explain to her that he did not say that so there is no misunderstanding and I would like to cancel the contract and a refund for being misinformed. I also encouraged her to listen to the recorded conversation from that day, I asked to speak with her supervisor and was told a supervisor will, in fact return my call the same day which is today 19 December. However, when the supervisor called, she left a message stating I will not be receiving a refund for services because they do not give refunds. I canceled my contract today and the contract was due today on the 19th and they’ve already withdrawn , the funds for the payment for 19 December. My request is that the representative not give misleading or deceptive terminologies in order to keep a contract open. My request is a refund. Also, I would like that they play the recording so you can interpret what he was saying also. My contract #********** 2015 Nissan Pathfinder.

  

  Business Response

  Date: 12/20/2023

   

  CarShield will refund your last 2 payments. You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 days. 

  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: 12/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the card on file is no longer valid. Please issue both payments by check. Please do not close case until checks have been issued.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 12/21/2023

   

  The refund has already been processed. You will need to contact your financial institution. We have attached a screenshot of the transaction id and authorization codes. 

  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: 12/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I have not received payment. I understand there is a screenshot of a credit but I would like the case to remain open until payment is received.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 12/27/2023

  CarShield has refunded the total amount. The complaint can be closed. And the response from them can be accepted. Thank you very much for your time and help.

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer ID #********************************* portrays themselves as a reliable company but they are not. I would like to get a refund for the two months that I have paid in the amount $119.99 for October and $119.99 for November. I would like to be refunded in the total amount of $239.98.

  

  Business Response

  Date: 12/19/2023

   

  CarShield has refunded your payments in full. You will receive one payment back to the card on file and the remainder will be sent via check within **** days. 

  Customer Relations

   

  Customer Answer

  Date: 12/21/2023

  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:12/19/2023

  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 had a policy with Carshield since 2021. I have been paying for my policy faithfully at $106.00 per month. I put my first claim in last month for some repairs. Ignition repairs were under my contract the last I checked. But when I needed repairs for my ignition they denied the claim because I needed a ignition lock cylinder with the coding & my contract & policy only cover ignition switches. With all the other repairs I needed I was for sure they would take care of that. Instead they approved the claim put in for my AC compressor which totaled out to be $250.00 & I had to pay a $100.00 deductible. I thought I was making a great investment for my vehicle. I'm a single Mother with two Special Needs Children so transportation is a necessity. I've had my Ford 2012 Escape since 2019. I asked for the last six months to be refunded when ultimately cancelling the policy today & they refused. I will be looking into legal representation.

  

  Business Response

  Date: 12/21/2023

  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.  The A/C concern and drive axle concern are listed for coverage under your contract terms. The ignition lock cylinder, tie rod ends, and exhaust are not listed for coverage under your contract terms.  A list of covered components can be found in Section B of your attached contract. 

  CarShield has not violated the terms of the contract. Nonetheless, in an effort to resolve this matter, we will refund your last 6
  payments upon execution of a Settlement and Release Agreement. If you wish to
  accept this offer, please email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-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:12/19/2023

  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.

  I am complaining because Carshield to me is a ripoff. I had them for several months and asked them to put in a transmission in my car and they refused to have the transmission put in.
  
  I would like the money back that I put in the membership of Carshield because they refused to cover my car to put in a new transmission.

  

  Business Response

  Date: 12/21/2023

  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.  We have contacted them to obtain information on the repair claim you have referenced.
  

  Upon further review your claim was correctly adjudicated. Based on service records and your statement this failure had started prior to the purchase of the contract. A record was sent in showing that on 8/29/2023 that you had the transmission cooler lines replaced. It appears that you were having drivability issues with the transmission prior and after line replacement. This is a pre existing issue therefore the contract will not cover this matter. You may reference section D of your contract to find a list of exclusions. If you have any furthers pertaining to the denial you may contact AAS at ************. Nevertheless,  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 [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: 12/22/2023

  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:12/18/2023

  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.

  On November 9, I emailed information to Car Shield for repair on my car. They requested copies of my service records for the past 12 months from me along with the vin number. They had already requested this same information from the repair shop (Chevrolet Buick GMC of Quincy). On November 16, Car Shield requested the shop send them an estimate for the repair. On November 17, Car Shield said that the shop had not sent pictures and the estimate yet. The shop broke down the engine and took pictures that were sent to them. On November 27, ******** said that they were still waiting on them to resend the pictures as a PDF file so they could open them up. The pictures were resent in the PDF file. On December 11, I talked with a representative by the name of ******** and she stated that they were still waiting on the pictures. On December 18, I talked with ******* who stated that the shop need to do a further diagnosises. What ever that has been asked of myself or the shop has been done but for some reason they don't seem to want to pay for the repairs.

  

  Business Response

  Date: 12/21/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** ***** is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per ***, a claim decision has not been made. *** is waiting on your chosen repair facility to provide further diagnosis to identify exact cause of failure. The photos sent to *** by your repair facility show there is coolant in the cylinders and not holding pressure in the cooling system. This looks to be a block/head/gasket failure due to overheat condition as the repair facility has stated the head and block show they are warped . This contract does not cover block/head unless there is a failure of an internally lubricated part so this failure would be excluded from coverage. You were given option to have your repair facility perform further RDI to show a covered failure. You vehicle was also driven in for repairs which would fall under the continued operation exclusion and would limit coverage to initial cause of failure if a coverable failure is presented.

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

  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

  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:12/18/2023

  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.

  My engine went out on my 2017 Tucson and I have been paying car shield for two years and now that i need my car repaired they are telling me its not covered. The claim is denied due to carbon build up. My car just had an oil change September 19,2023 so I'm so confused. Please help with this situation.

  

  Business Response

  Date: 12/21/2023

  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 denied due to carbon/sludge/varnish build up as evident by a lack of proper maintenance. There have been several reported oil changes on the vehicle history report that show you have gone over ***** miles multiple times in the history of the vehicle and the internals shown from the inspection report confirm this with carbon/varnish build up. Carbon is specifically listed as excluded from coverage in Section D-1-P of your attached 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 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-*********.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: 12/22/2023

  I have not gone over my miles.  Plus I had my engine cleaned in 2022. So Im sure my engine could not be that dirty. I have proof of all maintenance records 

  Customer Answer

  Date: 12/22/2023

  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 accept to receive my last 12 payments.

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