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:12/18/2023

  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.

  I had a contract with Car******. I took my car in to get repaired. The repairs were estimated to cost $4000. They denied my claim. I was under the impression they would take care of the repairs when I signed up with them. I have since cancelled the contract.

  

  Business Response

  Date: 12/19/2023

  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. *** notes contract ********** (active 6/8/2019-3/7/2022) had three pre-claims denied. One for timing belt only due for maintenance. The 2 other pre-claims were for repairs that were not list for coverage under your contract terms. *** has confirmed those pre-claims were correctly adjudicated. We have attached a copy of that contract for your convenience. 

  Your most recent contract (**********) has one note for a call in on an A/C repair and some dash lights on. This contract has no A/C coverage and lights were noted on the previous contract as suspension issues and not listed for coverage under your contract terms.  We have attached a copy of that contract for your convenience. Your most recent contract was cancelled on over a year ago (11/16/22) Car****** 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

  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: 12/28/2023

  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 do it because it would be better than nothing.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Customer Answer

  Date: 12/28/2023

  Please have Car****** give me a call at ************** to get her information to settle this agreement.  I do not have access to a computer.  

• Initial Complaint

  Date:12/18/2023

  Type:Sales and Advertising 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 was mislead by Car ****** advertising that I would be able to bring my vehicle to any ***** dealer. This is not true.

  

  Business Response

  Date: 12/19/2023

  Thank
  you for bringing this to our attention.
  

  Car****** is a seller of Vehicle Service
  Contracts (VSCs). A VSC is an agreement to provide specific vehicle repair
  services and has specific inclusions and exclusions, based on the level of coverage
  purchased by the customer. Car****** is not car insurance. Car****** and your administrator, ******** ****
  ******, 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 ******** **** ****** can do to force
  any repair facility to work with you. This is clearly outside the control of Car****** or ******** **** ******. 

  Furthermore, AAS has no record of you reaching out to them for any assistance in finding a repair facility in your area that has worked with Car****** coverage in the past.  As a resolution,
  Car****** will refund your last 3 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

  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:12/18/2023

  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 car broke down. I took the car in to get repairs done and I was told call Carshield. Carshield approved the work to be done on my vehicle and 14 days of rental car. The 14 days have gone by and the parts were not received by the dealer numerous phone calls were made to Carshield to see were the parts where? No one could tell me where the transmission was and when the repair shop would receive it. I asked Carshield who would pay for the rental since my car was in the shop and they basically said that it would have to come out of my pocket. In the course of three or four weeks I got hung up on when I called Carshield and that I would have to wait until the transmission would come int. I would like to be reimbursed for my rental fee because I can not afford these rental fees out of pocket.

  

  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.  We have contacted them to obtain
  information on the repair claim you have referenced. Per AAS, there was a delay in getting the part to your repair facility on the part of our supplier. This is resolved and the supplier has agreed to cover 5 additional days of rental. AAS will issue you payment and AAS' supplier will reimburse them once AAS has a final rental invoice.

  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

  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:12/18/2023

  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 filed a claim for Engine issues on July 31st
  - Took Care to Iconic Automotive & Performance on August 3rd
  - Engine Replacement Claim was approved on September 8th by Carshield
  - Carshield sent 1st incorrect engine to Iconic Automotive & Performance on October 12th
  - 2nd incorrect Engine sent to Iconic Automotive & Performance November 9th
  - Iconic Automotive & Performance now does not want to move forward replacing Engine
  - Now repair shop Iconic Automotive & Performance has a mechanics lean on my Ram 1500 Year 2017
  - Now American Auto Shield is dragging their feet to send another inspector to go look at the 2nd bad engine sent

  

  Business Response

  Date: 12/20/2023

  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 correctly authorized for verified labor and part was sourced through an AAS vendor. The first vendor part arrived at your chosen repair facility who reported this part was incorrect. Another part was shipped out to your repair facility who again reported that this was an incorrect part. The vendor has sent inspection to verify the shipped parts are in fact incorrect.  Your repair facility was asked to switch parts from old engine to make shipped engine compatible for repair. Your repair facility is now stating this is still an incorrect part and are refusing to complete repairs.

  Based on the vin number the vehicle came equipped with a 5.7 engine and your repair facility is now stating the engine removed from the vehicle is a 6.1 engine. This would be considered a modification that was not a factory installed engine. It could also be your repair facility's unwillingness to perform necessary steps to make shipped part work for the repair. Also your vehicle shows Canadian VIN tag on the vehicle and original window sticker is in French showing that this vehicle was imported for Canadian usage. If this is a Canadian model it could make part sourcing difficult and possibly place the vehicle as ineligible for coverage.  The outcome is pending the inspection report to determine the next steps and claim resolution. 

  If
  you have any additional questions regarding your claim, please contact AAS
  directly at 800-831-1925. 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
  **********************

• Initial Complaint

  Date:12/17/2023

  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 cancelled my contract with CarShield and they advised I would be credited back my payment and the contract would be cancelled. I did not get a refund and my contract isn't cancelled. I've even emails them as well regarding the matter and still no response.

  

  Business Response

  Date: 12/18/2023

   

  Your contract was cancelled and refunded on 12/18/23.  The refund was processed back to the card that day and it should reflect on your account in the next 3-5 business days.

  We have attached a screenshot of the transaction id. 

  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:12/17/2023

  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.

  December 16, 2023 I woke up and noticed my account had been overdrawn. Carshield took 75.41 from my credit card. I called carshield 12/15/2023 around 8:00 a.m. to make a payment. I had their app but it doesn't allow manual payments anymore. The reason why I manually processws is because CarShield never takestheir monies on tim the contracted time at thay hence my account was always messed up because of them...I have called to place my account on hold this way they were not to take any money without me calling and authorizing a payment.
  
  At any rate on 12/15 I called the agent told hier hiw silly it was that app is unsupported how my account is in hold and I would like to make a payment. We then proceed with the payment. I then said last month that the payment didn't go through because it wasn't authorized. My card was locked, and I prefer to call and make my payments. The agent said my account was fine and I have 45 days to pay it. I said ok I will call next Friday to pay...not even 24 hours later CarShield has took money. I keep asking these people to stop taking money some agents oblige others dont. At this point my account will be overdrawn because the rest of my bills come out on time.

  

  Business Response

  Date: 12/27/2023

   

  A customer service specialist will reach to you regarding this matter shortly. 

  Customer Relations

• Initial Complaint

  Date:12/16/2023

  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 paid for Carshield insurance for 6 months, then the engine on my Escape blew, Carshield gave me a ******** reason for refusing to repair the engine that they cant even prove. I still have the engine, and can prove their reason is false in a court of law, I just havnt saved up the 5000 for an attorney yet. I want my engine repair cost refunded, I want a applicable amount of money for a rental car I was not provided for the year that my car was non functional, and I am planning on suing eventually for all this and the emotional turmoil of not having a vehicle for almost a year.

  

  Business Response

  Date: 12/20/2023

  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.  You stated your previous repair facility performed a oil change and did not fill engine with new oil resulting in engine failure. This would be a clear cut improper repair/lack of lubrication denial with repair facility liable for repairs they caused.  You will need to contact the repair facility for a resolution as neither CarShield or American Auto Shield are liable for the repairs. 

  In an effort to resolve this matter, 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

  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:12/16/2023

  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.

  Transaction was on November 2, 2023. I took my 2012 ****** Highlander to ******************** in *******, ** to have the system checked to see why a new battery was going dead every day. I have used this company for years to repair my vehicles, and even though they may be a little bit higher than some other companies, which is in question, they have always been honest and fair with me. After running tests on the vehicle, they said it needed a new alternator, which would cost around $1700.00. I asked why it was so high, and they told me it was because the radiator had to be removed and several other things to get to it, and that was the reason for the high charges. They relayed that information to CarShield. I was later told by CarShield they would pay $700.00 plus. Upon questioning from me about the small percentage they said they would pay, they said that was the amount they had quoted and it could not be changed. I argued with them several times, to no avail, so upon completion, I paid $1016.37. They paid the remainder. **********************, the mechanic with Lone Star, also talked with them several times, to no avail. After the payments were made, I called CarShield again, and the person I talked to this time said that Lone Star never told them about the extra $1000.00 until after the payments were made and they lied about the full amount owed, and that was his argument and he would not budge. I argued with him a long time and he got very irate and insisted ********* had lied to them and nothing could change the amounts being paid and that was final. I have never known Lone Star to willingly lie about anything in all the years I've used them. After much consideration, I decided to file the complaint with BBB.

  

  Business Response

  Date: 12/19/2023

  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 out of pocket costs are due to your chosen repair facility not allowing parts to be shipped in, charging more than MSRP for parts and charging higher labor than what has been verified in the labor guides

  AAS advised you of this on a recorded line but you chose to stay with your chosen repair facility and accept the out of pocket costs.  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 ******************************* 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: 12/21/2023

  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:12/15/2023

  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 complaint was that there was a claim on the computer replacement that was denied by them to be replaced. Their reason for not paying it was that the repair shop that was doing the repair did not get an approval on it from Carshied before they repaired it. I had to pay $1,049 to get my car out of the shop of which they paid nothing. I am 91 years old and get $1600 a month income and this is it. This is the reason I picked up on Car****** to get help when my vehicle needs repair.
  
  I would like to get my money refunded to me since I am paid up to date on the policy.

  

  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.  We have contacted them to obtain
  information on the repair claim you have referenced. Your claim was denied because you and your repair facility did not receive AAS' authorization prior to having the repairs performed.  You have been to this same repair facility 6 times prior to this and had claims authorized in the normal claims process.

  As a resolution,
  Car****** will refund your last 12 payments upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email info@car******.com to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 12/29/2023

  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:12/15/2023

  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.

  Car ****** promise to pay in full for any damage parts to my vehicle when I signed a contract with them and now that I have my vehicle in the shop in need of a new transmission at “*** **** ************ ***** car ****** would not cover the total amount of the repairs of $8,100.71, car ****** is only paying $4,590.60 and car ****** wants me to pay $3,510.11 which I don’t have I would gladly appreciate if car ****** would cover the entire amount of $8,100.71 so that I could get my vehicle

  

  Business Response

  Date: 12/19/2023

  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. Your claim was reviewed by the Legal Claims Director
  for ***, an ASE-Certified Master Mechanic, who determined the claim had been
  adjudicated correctly and in accordance with the terms of the contract.  Your chosen repair facility does not accept shipped in parts. *** verified the transmission cost with associated seals/gaskets/fluid and verified labor per labor guide and determined your out of pocket costs are due to your repair facility overcharging for parts and labor.  

  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. 

  ******** **** ****** has authorized $5,150.60 towards your claim. You have paid $359.96 in premiums for your contract.  Given the amount of the authorization, Car****** can not make a refund at this time unless the authorization is voided. Car****** would also request your signature on a Settlement Agreement and Release. 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
  **********************