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:09/11/2025

  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.

  Carshield denied claim when the part is covered per my contract, The shop stated my blower motor resistor is bad. Carsheild stated that the part was working fine when they arrived onsite. Yet the shop states it is bad and will stop working. This part is apart of my AC, living in AZ in over 100 degree weather and 3 kids in the car, I cannot have working AC. Paying a monthly service on something when the part is covered per the contract does not make sense and is a scam.

  

  Business Response

  Date: 09/16/2025

  Thank you for bringing that matter to our attention. Claim #******* was authorized for the blower motor and resistor on 9/15/25. ******************** will release the funds upon receival of the final invoice with your signature from the repair facility. To expedite this process, you can email this directly to ****************************** or to ******************************* and we will be happy to forward it for you.

  CarShield considers this matter closed. - Customer Relations

  Customer Answer

  Date: 09/16/2025

  Complaint: 23871726
  
  I have reviewed the business' response and am rejecting it because: the repairs were approved and completed 9/15/25 in the afternoon. Communication with **** and claims is lacking. 
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/19/2025

   

  Our records show your repair facility has been paid and repairs are complete. 

  Customer Relations

  Customer Answer

  Date: 09/19/2025

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

• Initial Complaint

  Date:09/11/2025

  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 need this company to stop harassing me on the phone!!

  

  Business Response

  Date: 09/11/2025

   

  The phone number in your complaint and be added to the do not contact list and blocked from contact. 

  We also took the liberty of taking you off the email list. 

  Customer Relations

• Initial Complaint

  Date:09/10/2025

  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.

  Ive been waiting over 3 weeks for an inspector to come out and look at my truck, I've been lied to over and over about inspector schedulings. I am without rental and without a truck now. I have paid my end for a breakdown that is COVERED, and i want my truck fixed before this is strung to six months.

  

  Business Response

  Date: 09/15/2025

  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 *** 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. Your claim was started and inspection requested the same day. Lemon Squad was not able to inspect the vehicle until 13 days later due to delays from the repair facility being closed, your repair facility being unresponsive, and the inspector also had an issue where he had to cancel one of the appointments. After the inspection was completed, Lemon Squad slowed things down further by not publishing the report the same day it was submitted. Inspection was finally reviewed on 9/11 and the claim was authorized for a transmission supplied by C&K with calls being made to you and your repair facility. 

  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

   

  Customer Answer

  Date: 09/17/2025

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

• Initial Complaint

  Date:09/10/2025

  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.

  Ive had there extended warranty for several years following all their guidelines paying my monthly premium every month and when my car broke down and they sent there adjuster out to the mechanic that had my vehicle he said I had aftermarket parts such as nitrus on my 2010 ******** escalade ESV that I drive everyday to work which is ridiculous. The mechanic tried to tell him there was nothing on my motor but carshield dropped my policy anyways and refused to pay to have my motor fixed that I needed. Ive had them for over 3 years and never put anything on my motor and when I had a piston go bad they made a any reason they could not to replace the motor and dropped my policy over something I didnt have on my car. I have all the records and they still did it.

  

  Business Response

  Date: 09/12/2025

  CarShield requested that the Administrator of your *************** 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 *************** Contract ("VSC").
  
  The vehicle was brought into repair facility for running concerns, where the facility performed diagnosis as well as a tear down to find the cylinder 6 piston had failed and broke apart inside the cylinder. This vehicle comes with Displacement on Demand (DoD) technology from the factory and disabling the system as well as modifying the engine and providing a tune to disable the system are against contract coverages. Further review of inspection that was sent out shows the vehicle has a Boost AFM and DoD Disabler plugged into the OB2 port as well as shows a non AFM valley pan cover installed on the engine, making this vehicle ineligible for coverage.
  
  A full refund minus past claims pay has already been issued with cancellation of the contract. CarShield considers this matter closed.

• Initial Complaint

  Date:09/09/2025

  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.

  I am submitting this complaint with deep frustration and disappointment. I purchased an extended warranty from CarShield in good faith, specifically because my vehicle is approaching ******* miles. I have paid for this warranty month after month, believing I would have coverage when I needed it ********, at the most critical time, CarShield is refusing to honor my warranty. This has not only left me without the coverage I paid for but has also caused me tremendous stress. I have invested significant time, effort, and money into this company researching, signing up, paying premiums only to be left unprotected inspite of paying 121 dollars per month for my coverage. This situation is devastating for me. I trusted CarShields promises and marketing claims, but instead I have been left feeling misled and taken advantage of. I am requesting BBBs help to intervene and ensure CarShield fulfills its obligations or refunds me appropriately.I sincerely ask for your assistance in resolving this matter promptly so I can regain some of the time, money, and peace of mind I have lost.

  

  Business Response

  Date: 09/11/2025

  The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. 
  The claim at issue related to your complaint was reviewed by an *** 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.
  A call was placed to report concern of vehicle shutting off on 8/18/2025, but there was no other information provided in the contract history, and no claims have been started. The claim process would have to be followed to review any concerns presented for verification of failure. 
  As no claim has been started, there would be no contractual liability. However, as a courtesy, CarShield will refund your two payments in full upon execution of a Settlement and Release Agreement with cancellation of the contract. 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
  
  

• Initial Complaint

  Date:09/09/2025

  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.

  I was approached 3 times and offered vehicle coverage. I agreed and decided to pay $259.99 for over 6 months. I was making payments and extremely transparent about my car along with giving all the information I had. I am being denied coverage and denied access to the reason I am denied coverage.

  

  Business Response

  Date: 09/10/2025

   

  The CarShield legal department has reached out to Ms. ******** and reached a resolution. The Agreement will be send today for her electronic signature. 

  Customer Relations  

• Initial Complaint

  Date:09/09/2025

  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.

  Unauthorized charge to account. Told they could not refund the account. I was told all check would be expedited on August 15 2025. Still have not received anything. Supervisor are rude and liars. Act like they can't do anything to help. Im about to cancel my service. Been with this company for over 2 yrs. Only filed 1 claim.

  

  Business Response

  Date: 09/10/2025

  Thank you for bringing this matter to our attention. We apologize for any inconvenience in you payment processing. We can confirm that your refund check is in route to you, having been sent out on 9/8/2025. If you have any further concern please email us at info@carshield. com with your contract number and we will be happy to assist you. We are glad you have you as a part of CarShield. - Customer Relations

• Initial Complaint

  Date:09/09/2025

  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.

  During a visit to our mechanic for a check engine light the diagnostic showed a bad NOX sensor and the fuel rail needed replacing. Be careful about the verbiage Carshiel used on contract vs what the mechanics use. If the mechanic uses different verbiage claim will get turned down. ******** does not recognized the rail as part of fuel delivery. Just beware. Cancelled Contract

  

  Business Response

  Date: 09/11/2025

  The claim at issue related to your complaint was reviewed by an *** 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.
  Our notes state that the claim did not move forward because the repair facility needed to further discuss the job with the you due to the fuel injector with the fuel rail/regulator assembly and a knock sensor being denied as parts not listed for coverage. Additionally, the repair facility would not accept shipped in parts, which would increase out-of-pocket fees.
  As a resolution, CarShield will refund you the authorized amount of $1,683.91 with a void authorization 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

• Initial Complaint

  Date:09/08/2025

  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 have a contract with the Carshield for the last two years to cover my 2022 gmc Yukon xl for repairs. I have their best policy paying $142 a month. This policy covers most of the vehicles repairs most importantly the engine and transmission. Well my vehicle gave me a check engine light on August 30th at around 10:30 pm I took the car home and then the following Tuesday morning I took it to the gmc dealership shop as soon as they opened because it was Labor Day weekend. When the shop diagnosed it they said the lifter and camshaft went bad and they recommend a new engine to be replaced. Well luckily for me I have coverage, or so I thought. Carshield is claiming that the car was driven 2808 miles after the check engine light came on. That is of course untrue. The shop also disagreed with that assessment and said that is no way. But Carshield is insisting that the freeze frame data is showing that there was a faulty code present and the car was driven that long. That could be true but just because theres a faulty code present doesnt mean that there is any symptoms or check engine light present. I was told that by mechanics from different shops and a quick online search mentions this fact as well. Well Carshield sees it as an opportunity to deny replacing the engine and states that I drove the car while it was broken even though my contract states that I have to take the car to the shop as soon as I am aware of the issue and thats exactly what I did. They have no emails to communicate with them they only call you and you cant call them and discuss it. They wont let me speak to the inspector. And they just want to get out of paying for the claim. $142 a month that I pay Indefinitely is expensive warranty. Please help me with this as this car is my only source of income for me and my family.

  

  Business Response

  Date: 09/11/2025

  CarShield requested that the Administrator of your *************** 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 *************** Contract ("VSC"). 
  The claim was moved forward with an engine denial due to continued operation as the vehicle was driven to the repair facility, though the cost of camshaft and lifters were authorized as a credit toward engine replacement. A transmission pan gasket replacement was also authorized. A catalytic converter assembly was denied as a part not listed for coverage. These decisions were upheld by Escalations adjusters. 
  Also, this vehicle shows the "Rideshare" surcharge is applied to the contract Service information provided by the inspector from the repair facility showed that the dealer advised this vehicles usage should be considered SEVERE and it should follow that SEVERE maintenance schedule laid out by the manufacturer. There were neither pictures of the camshaft or valve train components or an oil sample provided to verify if there was debris present. The repair facility did not even submit a picture of the dipstick.

  There will be no change made to the claim as the contract has fulfilled its obligations. Upon review of your account, the amount paid out in previous claims show that no refund is due. - Customer Relations

• Initial Complaint

  Date:09/05/2025

  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.

  I dropped my vehicle off at ************ dodge dealership in *********** to have my transmission checked out 7/16/25. The mechanics determined it could not be repaired but needed to be replaced. Carshield was in the process of approving my repair but a worker at the dealership faxed them a copy of the report received from another dealership in the Month of May that he stole out of my vehicles console. Carshield denied my claim because they said the transmission problem was a preexisting issue. I dispute that denial because Carshield advertises on their commercials that if you obtain their coverage BEFORE your car breaks down you will be covered. My car was not broken down when I purchased a policy from them. My car was not completely broken down when I took it to the dealership. My claim should have been approved as advertised. I was not obligated to follow any previous recommendations. Carshield needs to abide by their policy and pay for my repair. They also state in their advertisement that it's not a matter of IF your car will break down, but WHEN it breaks down. Carshield is a lier. I trusted they would operate with integrity. They are known as a trusted company but they are not trustworthy.

  

  Business Response

  Date: 09/08/2025

  CarShield  requested that the Administrator of your *************** 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 *************** Contract ("VSC"). The service records provided show that despite the vehicle not having broken down, transmission was recommended to be replace prior to the inception of the contract on 5/16/25, therefore there is no contractual liability to be met as preexisting conditions are not covered by policy. In addition, regardless of your interpretation of the preexistence of the damaged transmission, this claim would likewise be denied due to the suspension modification being at 2.5 inches which exceeds the contracts allowance of 2.0 inches.

  As we are unable to provide you with coverage for this vehicle, 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

  Customer Answer

  Date: 09/16/2025

  Complaint: 23846405
  
  I have reviewed the business' response and am rejecting it because: Carshield's denied my claim on the grounds of a "pre-existing condition " based on a note from a shop suggesting I might need a transmission replacement in the future. At that time, my truck was still operating, and no breakdown had occurred. 
  The fact are clear:
  On July 16, 2025, my 2017 RAM 2500 was inspected at ************ Chrysler Dodge Ram. Certified technicians diagnosed active transmission failure requiring complete replacement at a cost of over $10,600. This was the first actual breakdown, and occurred during my active Carshield coverage period. 
  Carshield is using a speculative shop note as a loophole to deny a legitimate claim, despite certified evidence of mechanical 
  Their denial contradicts the purpose of the contract: to protect consumers when a breakdown occurs. 
  Carshield's action are misleading to consumers because they sell coverage under the promise of protection, then refuse to honor claims by reclassifying them as "pre-existing "even when the failure happens after coverage begins. This practice is unfair, deceptive, and financially harmful.                                       

  Resolution Sought: I am requesting that Carshield honor the contract by covering the full cost of the transmission replacement, 

  I purchased this coverage in good faith. Carshield should be held accountable to act in good faith and fulfill their obligations under the contract. 

  CLOSING STATEMENTS: Thank you for your attention to this matter. I respectfully ask the BBB to hold Carshield accountable and assist in securing a fair resolution. 

  Sincerely  Dion *****************

  

  Business Response

  Date: 09/16/2025

   

  The BBB has no authority over what is offered as a resolution to a complaint,they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. 

  CarShield and American Auto Shield stand the adjudication of your claim. 

  If you wisht to accept the offer of a full refund, please email ******************************* and we will draft the Settlement Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 09/23/2025

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