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:07/11/2025

  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.

  Subject: Complaint regarding CarShield policy and repeated transmission failures - Policy Holder: **** ******, 2015 **** Escape I am writing to express my profound dissatisfaction and frustration with CarShield regarding the recurring transmission issues with my 2015 **** Escape. I have been an active policyholder with CarShield for over fived years, diligently paying my premiums, and now find myself in an unacceptable situation without a reliable ********** November 2024, I experienced my first transmission issue. CarShield approved the claim and provided a refurbished transmission, which was installed by a transmission repair shop. However, this replacement unit was defective, failing within a couple of weeks of installation. Consequently, in December 2024, my vehicle required a second transmission replacement, again supplied by CarShield. Regrettably, this second transmission also proved problematic, leading to its failure within a few ******** February 2025, I was forced to have a third transmission installed in my vehicle, once more provided by CarShield. This means I have had three different transmissions installed in my car within the last six months, all under the coverage of my CarShield policy.Currently, I am facing yet another transmission issue. My car was taken back to the same mechanic shop, and the claim was reopened for the fourth time with CarShield. After approximately week at the mechanic, CarShield requested my vehicle be towed to a 5-star **** H34323430373131****35Hhip in ******, *****, for diagnostic testing to determine the root cause of these persistent *********** car has now been at the **** H34323430373131****35Hhip for three weeks. During this time, I have been without transportation. CarShield has refused to cover the cost of a loaner vehicle upfront, instead expecting me to pay out-of-pocket and await reimbursement. This is an unreasonable burden, especially given that the ongoing issues are clearly not a result of my actions but rather the repeated failure of components provided under my policy.CarShield has approved the installation of a new transmission; however, the quoted price from 5-Star **** is higher than what CaShield typically covers. Initially, CarShield expected me to pay the difference of $1,500 out of pocket for the installation, a cost they refused to cover. This has created a stalemate. CarShield is now attempting to negotiate with their previous transmission vendor, stating that the vendor should be responsible for the labor costs and rental fees. CarShield asserts these costs fall under the H31**303835363538**38H of the three previous defective transmissions. This internal dispute between CarShield and its vendor has left me, the customer, stranded and without a vehicle. I&#**;ve already paid to have my car towed to the **** H34323430373131****35Hhip, and the idea of incurring further out-of-pocket expenses for rental, with only the uncertain promise of future reimbursement and the hope that the vendor will eventually pay, is incredibly stressful.I possess invoices, which is included in this letter for each of the three transmission replacements that have occurred in the last six months. I am seeking assistance from the H333735363534353136**H to help resolve this ongoing and highly disruptive situation. Something needs to be done to ensure I receive a reliable and properly functioning vehicle, and that CarShield upholds its end of our policy agreement without causing undue financial or logistical burden.Thank you for your time and attention to this urgent matter. I look forward to your guidance and assistance in reaching a satisfactory resolution.

  

  Business Response

  Date: 07/17/2025

  A member of the CarShield legal department will be reaching out to you shortly in efforts to resolve this matter. 

  -Customer Relations 

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair 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.

  A telephone call from ******************** told us we no longer had "CarShield" Insurance (which we had purchased) and that we needed to purchase additional insurance. They told us that "CarShield" was no longer being accepted by car dealerships. THIS WAS A LIE, but unfortunately I believed them and paid by credit card. We discovered their lie and cancelled the payment and their insurance immediately through a phone call, but are now still getting bills. We need the policy cancelled and their lie recorded for others to be wary!

  

  Business Response

  Date: 07/11/2025

  CarShield has reached out to *** and Mrs. ****** to discuss the fraudulent information that was relayed to them via the complaint above. *** and Mrs. ****** have been informed that their contract is still active, and the call that they have received has no affiliation with CarShield and does not speak on behalf of CarShield affairs. 

  -Customer Relations

• Initial Complaint

  Date:07/10/2025

  Type:Billing 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.

  A customer representative was so rude and unprofessional, forcing me to incur extra **** charges that i would not have had to pay other wise. The presentative refused to assign me to e rental car place that was within my ability to get to while other options within company policy were available at that time.I requested a ********** call back to discuss being reimbursed for the **** charges i incurred.A ********** called me back on July 2nd. I don't remember his name but the call is on record. He stated he will review the call, review the possibility of me getting reimbursed and that he will call me back by Monday July 7th.The ********** did not call me back, he did not leave accurate notes as to what was discussed so the next ********** i spoke with had no record of my *********** i spoke to ****, a ********** who refused to provide me any information about the previous ********** i had spoke to, she refused to give me a ticket or reference number so that i could refer to either conversation i had with ************* a customer i feel completely left out. The original representative i spoke with didn't care about me as a customer, the ********** lied to me, didn't even notate my issue or call me back, the second ********** was so reluctant to help me until i mentioned complaining to BBB then she offered me an email address that i could send a complaint to.I feel like Carshield does not value me as a customer and they don't want my business. I am simply asking to considered for reimbursement for the money i had to pay for your representative not being willing to offer me the services that i pay for.

  

  Business Response

  Date: 07/15/2025

  Ms. ******, 

  Thank you for bringing this matter to our attention and we appreciate the opportunity  to respond. CarShield records all calls to ensure customer satisfaction and quality control. We will review your statements and perform an internal review. 

  
  In regards to your rental concerns, CarShield has requested that the Administrator of your Vehicle Service Contract, ********************, examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated within your contract, benefits provided by this endorsement are limited by the maximums provided on the DECLARATIONS PAGE. Any costs that exceed these amounts will be your responsibility. Maximum Days Limit A is for covered breakdowns resulting in the replacement or rebuilding of an Engine or Transmission. Maximum Days Limit B is for all other covered breakdowns up to seven days of rental coverage.
  
  
  Upon review of your file, seven days of rental were authorized on 7/3/25, two days after claim start and one day after the claim was authorized. You were also informed that if you incur any issues at the rental location, you may move your reservation. You were authorized the maximum rental allowance for your claim type per the terms and conditions of your VSC. 
  
  
  ******************** has authorized and paid over $7229.29 in claims for your vehicle. There will be no refund due at this time. 

  -Customer Relations 

• Initial Complaint

  Date:07/09/2025

  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 July 7, 2025 I was able to have my vehicle towed from my residence to a repair facility that was found through Car Shields Repair facility network portal. This went without issue. I contacted the shop before and after the arrival of my vehicle (2018 ********** Atlas SE 3.6). Mechanic conducted the diagnostic for my VW Atlas and found that my lower control arms needed to be replaced and that my transmission mount needed be replaced, both issues caused a clunking noise when decelerating or coasting. The control arms were worn and the bushings inside were horrible condition. The transmission mount was unstable and freely moved as shown with video and pictures for both issues. The grand total repair amount for all things needed from repair was $3039.00. The mechanic contacted Car Shield to start the claim which the adjuster from Car Shield agreed to cover the repair for the transmission mount but did not want to cover the repair for the control arms, only wanting to cover the bushings inside them. Mechanic Stated that this would cause more damage to the already worn control arms and within a year would need to be replaced again. Car Shield disagreed and would only cover $1100.00 of the the $3039.00. Sticking me with $1800.00. Another mechanic would do the repair as Car Shield wanted but after talking to Car Shield, I would have to file a another claim again and pay another deductible for a issue that could have been repaired if they would had listened to the professional mechanic. My current total now with the first shop only doing the mount is $509.00 which cost more than the amount that car shield is covering now ($411.00). My Car has been in shop for 3 days with no rental or even a call from car shield to help with anything in this process. Being without a vehicle has caused me to lose $800.00 and if Car Shield would have listened to mechanic. Car would have been finished. Platinum member that has spent more than what car shield is paying. Make this right please!!

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  Upon review of your file, it was discovered that your claim was was authorized for all *** covered parts and verified labor for the repairs that were performed. However, repair facility part and labor pricing mark **** suggested repairs, repairs excluded from coverage, shop fees, and taxes are not covered under the terms of the contract and would be considered your responsibility. The *** liability has been met for the repair. Any future concerns would subject to the normal claims process for adjudication for non-completed repairs. If you have questions on how to submit a new claim or to discuss the terms of potential rental reimbursement/coverage, please call the ******************** claims department at **************. 

  
  -Customer Relations 

  Customer Answer

  Date: 07/11/2025

  Complaint: 23577738
  
  I have reviewed the business' response and am rejecting it because:
   Although Cars Sheild covered the transmission mount part and labor. Car Sheild clearly states that Control arms are covered under warranty for platinum members. After finding another mechanic to actually do the repair as CarShield suggested. I am told that I have to pay another deductible for this. Why? Car Shield was already aware of the repair so why pay twice out of pocket because of the original mechanic in network saying they would not do the repair as CARSHIELD suggested? How am I penalized for this? My vehicle remained in the shop for 5 days because of the debacle between mechanic and car shield. A less than 3 hour repair took 5  days. I lost hundreds of dollars without vehicle to work and Car shield did not allow rental until the fourth day which was a hour before payment of repair.... I am not satisfied at all with this service and I am seeking a full refund of all months payed minus the amount car shield payed out for repair or for Car Shield to allow repair at second found mechanic with no deductible.

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 07/14/2025

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here: ************************************************** BBB Intro 

  However, CarShield is willing to provide a full refund minus claims paid for contract(s) MRFLC5076278 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/09/2025

  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.

  My phone is registered on the national do not call FTC register. Despite that, this company keeps calling me every 15min. I asked them several times to stop calling me, but they keep that going.

  

  Business Response

  Date: 07/10/2025

  You have been placed on the do not call list as of 7/10/25, and your number has been blocked from the CarShield system to prevent any future correspondence.

  -Customer Relations 

• Initial Complaint

  Date:07/09/2025

  Type:Billing 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 Shield claims I verbally authorized them to start re-occurring payments of ****** since July, 2024 and I was unaware of it. I did not authorize them to start the service. I went thru some statement for re-occurring charges and saw they were charging me monthly. I have the truck sold and they were charging me for nothing., I called and told them I didnt receive contract or signed anything, so want my money returned.

  

  Business Response

  Date: 07/10/2025

  Ms. ***,

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 

  As a company standard, CarShield records all phone calls to ensure quality customer ********************** and support.

  Upon review of your initial phone call dated 7/29/24, you were asked by your sales representative whether you confirm that you authorize CarShield to sign your contract and process the ****** reoccurring payment at time stamp 13:59 to which you responded "yes". Your sales representative also verified both your email address, and physical address to send a copy of the contract as well as informed you that your contract is assessable via the app. You had stated that you "prefer email". Your contract has been cancelled as of 7/10/25 per your request. 

  Upon the receipt of the Bill of Sale, CarShield is willing to provide you a one time refund of the monthly payments that have incurred since the date in which you were no longer in the possession of your vehicle under contract(s)MRF5150537 upon the execution of a settlement and release agreement. Please email ******************************* with an official Bill of Sale and CarShield will draft the agreement for your electronic signature. 

  -Customer Relations

• Initial Complaint

  Date:07/09/2025

  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.

  Had Heating problem diagnosed and repaired at Bowdens Automotive and Radiation in Muncie In Work was completed and paid for. I was told the vehicle was test driven and all repairs had been completed. 20 Minutes after leaving the repair facility, vehicle started smoking and would not start. I had vehicle towed to *******. They informed me that the heating problem was fixed, vehicle was test driven and they offered me half of my money back as a result of vehicle not being repaired. Reported situation to Car Shield. Car shield made a decision to deny claim without receiving paperwork from Bowdens. **** Shield is claiming that it was a heating problem that caused the blown engine. Paperwork will show that the heating problem was repaired and it was an engine problem. I was told that the engine was covered by Car Shield but the heating problem was not covered. The heating problem was repaired and paid for. I pray that a ********* representative review this claim in its entirety. ********************* made decision without initially having all relevant and pertinent information. I am embarrassed to be associated with Car Shield. I have served my country and believe in fighting for what is right.

  

  Business Response

  Date: 07/14/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your vehicle was brought to your initial repair facility for heating concerns. The repair facility had identified a T fitting that had been leaking within your vehicle, and had opted to replace this component. The repair facility had also noticed that the vehicle was trying to overheat, and a thermostat assembly was replaced to help correct the concern. In less than 70 miles after the vehicle was picked up from the repair facility, the vehicle had started to smoke and would not restart after shutoff. The vehicle was then towed to a new repair facility who had found that the cooling system was very low and the engine had overheated. As stated within your contract, your *** does not provide coverage for breakdowns resulting from failure to maintain proper fluid levels/run low conditions.
  
  
  American Auto Shield and CarShield stand by the adjudication of your claim and this will not change. ******************** has authorized and paid for over $5000.00 toward claims for your vehicle since the inception of your contract. There will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:07/08/2025

  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 have been receiving emails from car insurance and I never have agreed or signed up for such emails I even have blocked them and I want the emails to stop I consider it a threat and harassment from car shield

  

  Business Response

  Date: 07/09/2025

  We have blocked the email address you have provided in your BBB complaint. 

  -Customer Relations 

• Initial Complaint

  Date:07/07/2025

  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's vehicle warranty contract and the agent promised that I would be able to go anywhere I want whenever I want and needed. My transmission failed on my 2010 ***** es350. I filed a claim around the 20th of June, they denied the claim. I called their customer ********************** to inquire as to why my claim was denied and spoke with ****** and she was extremely rude and just kept saying "she didn't know why it was denied but it was denied". After a little back and forth of me just tryig to figure out the denial reason she said "I was in the warranty ***** period" I was apparently 39 days 16 hours into my "***** ******** She then said "they "would" have paid for it if I was at 40 days." I then asked to speak with a manager/supervisor to find out the denial reason and get a refund. She then stated "we don't give refunds". Finally just asked to speak with a manager/supervisor. When someone from their company would call me they conveniently "couldn't hear me". I have had no issues with anyone else not being able to hear me on my phone. I just want what they promised me, to be able to get my car repaired if and when needed.

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The vehicle breakdown date and miles are within the contract waiting period making the concerns a non coverable repair. The vehicle must go 25 days and 500 miles, OR 40 days and 250 miles to be out of the required waiting period. At time of claim start, your contract had been in force 38 days, with the vehicle only have gone 191 miles.

  We see that you have already been refunded in full. We are sorry to lose you as a CarShield customer. 

  Customer Relations

• Initial Complaint

  Date:07/07/2025

  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 took my vehicle to a shop to have work performed. I needed a new motor for the windshield wipers and a new air conditioner. They denied my claim even though the commercials say everything under the hood is covered.

  

  Business Response

  Date: 07/08/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for the wiper motor concern.  However, the evacuation and recharge as either a service or for diagnosis procedures is not covered under the terms of the contract. These services would only be authorized with a replacement of a covered a/c component. The CV boot would be eligible for coverage for replacement only and the axle associated with your vehicle's concerns would not be eligible for coverage without a failure present. At this time, the axle has been a suggested repair per the repair facility's diagnosis, and a coverable cause of failure has not been identified. As stated within your contract, your *** does not provide coverage for parts that have not been found to have failed, even if the parts replacement is recommended by your repair facility. A more extensive list of terms and exclusions may be located within section, "GENERAL EXCLUSIONS" of your contract. 
  
  
  At this time, you have not authorized the out of pocket costs that have exceed your VSC liability and would be considered your responsibility per the terms of your contract. In order to progress your claim forward, you will need to authorize the out of pocket costs so that your repair facility may complete the repairs authorized for your claim. Once a final invoice has been submitted, your Administrator will release payment for all coverable/verifiable components and labor per the terms and exclusions of your VSC. For more information on how to submit the requested items, please contact the ******************** ****************** ***************.

  -Customer Relations