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:12/15/2023

  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.

  I cancelled my membership with them over a month ago because I was not able to use the services after 2 months of paying for the car repair service. I was charged $179 still. I am requesting a refund

  

  Business Response

  Date: 12/15/2023

  We
  appreciate you bringing this to our attention.

  CarShield has no contractual obligation to refund any payments after the first 30 days of purchase. The first 30 days is a review period that gives our customer ample time to review the contract terms and conditions and cancel the contract with a full refund. 

  CarShield will refund your last payment as a courtesy. We are sorry to lose you as a customer. 

  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:12/14/2023

  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 ****** falsely advertised their business, they do not cover major parts in your vehicle. I took my car to a repair shop that they recommended, and they did not repair any major parts in my vehicle, they denied my claim, I was left standing there without my vehicle, I had to call a family member and a coworker to get back and forth to work. I ended up paying $69 for the diagnostic out of my own pocket. The mechanic told me if I did not pay the $69 they wouldn't be able to release my car to me, that was understandable, they wanted their money for the work they did. Well the estimated cost for the repairs on my vehicle is $1,800 and some change. I am very upset about the situation I'm in. It is unbelievable for two prominent actors who would promote such a fraudulent business. I called car ****** and told them how I felt, and that I am requesting a refund in full, so I told them I was going to pursue legal actions against them if they did not refund my money, which I will.
  
  
  Ms. *****
  very unsatisfied customer

  

  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.  We have contacted them to obtain
  information on the repair claim you have referenced. Per AAS, there was no claim started on your behalf.  You called on 12/11/2023 to report a noise coming from rear of the vehicle and pulling to one side and you were advised to have chosen repair facility call in with a diagnosis and cause of failure. Your chosen repair facility called AAS on 12/13/23 to report tires/brakes and rotors/ front ctrl arms w/ball joints. None of those components are listed in Section B of your contract. We have attached a copy of your contract for your convenience. 

  In an effort to resolve this matter, Car****** will refund your payments in full upon execution of a Settlement 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
  **********************

   

  Customer Answer

  Date: 12/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  car ****** recommended the **** repair shop I went to,  located at **** ******* **** St.Louis Missouri *****, when I arrived with my vehicle at the **** shop they gave me an estimated time of 4 hours or more, so I  had to leave my vehicle there, which I had to get other means of transportation to work because car ****** did not provide a rental as stated as advertised.  I had to make at least four or five calls to the **** repair shop because they hadn't started on my vehicle yet. I also made a phone call to car ****** after the repair shop stated that I was not covered at all for the repairs.  when I called car ****** I was given a different number that had a different name to their company, I don't understand why, and they told me that I was not covered at all for my repair. I was charged $69 for the diagnostic of my vehicle plus transportation of $40 from there to my work, plus the 3 months of $119.00. I want a refund in full in order to resolve this matter, if not refunded, I will pursue further legal actions against car ****** or what other name they're going under thank you.

  
  
  
  
  
  
  
  Sincerely,
  
  Ms.**** *****
  very unsatisfied customer

  

  Business Response

  Date: 12/27/2023

   

  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 Car******'s offer a full refund, please email ******************,

  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:12/14/2023

  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 purchased car shield last year I was told by the customer representative that I had a platinum package that covers everything accept wear and tear but my parts and labor was covered last year they did for starter and partial labor this year I needed a steering wheel pump and air filter they said it's not covered and they don't know who told me I had platinum package but I have gold so.i was lied to and was paying $120.00 a month last year November I start paying $109.00 a month because of payment issue in their part I still suppose to have same package it's not right now I have to pay $1000 out of pocket to get my vehicle fixed

  

  Business Response

  Date: 12/15/2023

  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.

  Upon further review your claim was adjudicated correctly. The components that were called in are excluded under your contract. For a list of exclusions you may reference section D of your contract. It does appear we have paid out on a previous claim. As this contract covers what is legally required to in your contract limitations. Nevertheless, Car****** will refund your last 2 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email i***************** 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:12/13/2023

  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.

  dec 11,2023, they got an automatic payment, on the 12, we got into an accident the car was totaled..
  i called them yesterday to cancel, they told me the would not deduct any money , they did and i would like to get a refund.. they refuse

  

  Business Response

  Date: 12/14/2023

   

  CarShield will refund your last payment. The refund will be credited to the card on file within 3-5 business 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
  **********************
  

   

• Initial Complaint

  Date:12/13/2023

  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.

  The timing chain had gone on my vehicle. A week later Car Shield denied my claim. I disputed their denial and they decided to repair the timing chain but nothing else. Further damages included 16 valves, 16 rubber iron, exhausts, intake cam, exhaust cam. The contract I had with Car Shield was bumper to bumper but they will not help with the other repairs.

  

  Business Response

  Date: 12/15/2023

  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.  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 claim was partially authorized to cover the timing chain, gears, solenoids, bolts, and gaskets associated with the repair correctly. Further engine damage, such as the cylinder head would be excluded due to continued operation damage past the initial timing failures. This was verified with RDI and inspection.   Your vehicle has a metal upper guide that the timing chain rides on between the cam gears, after initial timing failures continued operation of the vehicle resulted in the  guide completely worn through and began contacting valve cover its self adding more metal on metal contact and wearing grooves until complete shut down of the engine. You would have had extreme notice and drivability concerns prior to complete engine failures. Lastly verified, you had a previous Car****** contract  (*********** where the vehicle was in this same repair facility for timing chain and fuel system repairs that were authorized but contract was cancelled.

  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. 

  As a resolution,
  Car****** will refund your last 6 payments upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email i***************** 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:12/13/2023

  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.

  BOUGHT CAR SHIELD PLATINUM PLAN FOR 100.00 PER MONTH. SUPPOSED TO COVER WIRING. HAD A WIRING PROBLEM ON 2020 RAM 3500. HAD TO PAY FOR DIAGNOSTICS FIRST 165.00 THEN WAS TOLD THE CLAIM WAS DENIED. THEY WANTED ME TO PAY FOR MORE DIAGNOSTICS AFTER THE PROBLEM WAS FIXED BY THE SHOP FOR A TOTAL OF 564.00. CAR SHIELD WILL FIND ANY REASON TO DENY YOUR CLAIM. DEALERSHIPS WILL NOT ACCEPT THEM. YOU HAVE TO GO TO INDEPENDENT SHOP. IN MY OPINION, THEY ARE A SCAM ARTIST TAKING EVERYONES MONEY AND NOT PAYING FOR ANYTHING. BETTER OFF SAVING YOUR MONTHLY PAYMENT AND PAYING FOR REPAIRS YOURSELF.

  

  Business Response

  Date: 12/15/2023

  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 chosen repair facility never reported a cause of failure to *** so no claim has been started. *** ran a Carfax report which showed the start mileage given at the time of purchase was incorrect and your vehicle has only moved 2 miles under coverage. This points to a pre-existing failure. 

  We see that you have already cancelled your contract.  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
  **********************

  Customer Answer

  Date: 12/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Car shield uses deceptive advertising and will use any reason at all to not cover warranty.   In my opinion it is a rip off company for consumers.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 12/18/2023

   

  As stated in our response to your BBB complaint, American Auto Sheild 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 American Auto Shield you will need to follow
  the dispute resolution procedures found in your vehicle service contract which
  include filling out the dispute resolution form located here:  **************************************************

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

  Customer Relations

• Initial Complaint

  Date:12/13/2023

  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 September 1, 2023, I took my auto to Land Rover of Alexander for engine notice repair but they did not accept my Car Sheild Contract which I had since November 2022 and was paying $1100 a month for the service. They advertised such great service but did not give me the service. I paid $443.00 for a diagnostic test. NOT REPAIR. They should not advertise as such!!!!

  

  Business Response

  Date: 12/14/2023

  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. 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 claim was correctly authorized for PCV valve repair. The radio head unit was denied correctly as it's not listed for coverage per terms your contract.   A list of covered components can be found in Section B of your contract.   Your out of pocket costs are for non-covered parts, parts not listed and non-verifiable labor charged by your chosen repair facility would be your responsibility per the contract terms. 

  As a resolution,
  Car****** will refund your last 6 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
  **********************

   

   

• Initial Complaint

  Date:12/12/2023

  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.

  Between Dec 1, 2023 to Dec 12, 2023 CarShield promised my mo they premium would go down from $85.99 to $69.99 to help me keep my extended car warranty active. I explained to CarShield I’m on social security disability payments of not much more than $1,000 a month and that the $85.99 was a stressful struggle to make payments. I called and spoke to a rude female on 12-12-2023 and told her a CarShield ( ca) employee told me in addition to paying $69.99, CarShield failed to advise me of a hidden sales tax fee close to $5.00. I told the female employee that cd promising me a reduction ti $69.99 a month premium several days ago then to out of no where call me and asking that I pay a $5 amount more to my $69.99 is a violation of consumer sales practice act of bait and switch under rule 109-4-3-03. The female employee then lied and rudely overtalked me by saying CarShield did not violate s bait and switch rule under consumer law which pissed me and provoked me into calling her a bit- - h( noting a female dog which i definitely have to be very angry to use such language. The cs employee sounded like a robot hdd as bing a malfunction because she failed to comprehend that it was my bill of right civil right to be I formed thoroughly about the entire cost of my premiums per month. I told a male cs employee that CarShield used a worn tires marketing tactic of pricing attraction by using .99 cents aside from dollar amount to encourage me and others to believe we are getting a cheaper amount that is less than a dollar by using my first premium amount per month $85.99 and then $69.99. But cs cannot explain why cs didn’t give me tax added to the $85.99 figure. The truth is cs is losing many customers due to its greed, unfair contracts that drag prolong process to get client’s cars approved to be fixed and certainly unprofessionalism by its failure to properly train employees to United States and inner state laws on citizen’s contract rights. I simply ask cs to honor $69.99 amount.

  

  Business Response

  Date: 12/13/2023

   

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

  Customer Relations

   

• Initial Complaint

  Date:12/12/2023

  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.

  Purchasing a CarShield car warranty on Sept. 6th 2023, have paid 3 months at $165. a month, total of $495.00.
  An authorized adjuster on Nov. 4th inspected my car and on Nov. 9th written approval for claim #*******, was authorized....3 of Carshield employees have agreed the malfunction of fuel injectors (which are covered in contract) are due to failures w cylinder head as well and electronic control module (which are also covered in contract).
  I have done all the required maintenance per car manufacturer, now the warranty company is denying repairs for not adhering to maintenance requirements. I have all records to prove my dedication of a perfectly maintained vehicle per manufacturer.
  
  
  I found out about CarShield from an advertisement on radio, they promised me in contract as well as in person that this warranty would be perfect for a 90k miles car and all the items that are wrong with my car are covered in my warranty package and "good faith" is not applying.

  

  Business Response

  Date: 12/14/2023

  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 ***, your claim was adjudicated correctly resulting in denial.  The service records verify your vehicle was in this same repair facility prior to when you purchased your vehicle service contract replacing spark plugs and coils for misfire issues roughly 800 miles prior to claim start.   Your current claim for is for check engine light/misfires requesting injectors, coils, and ECM.  The coils would have been under your chosen repair facility's warranty and likely the failures resulted from improper previous repairs.  Furthermore your vehicle is not yet met the waiting period requirement of 25 days AND 500 miles; OR 40 days AND 250 miles. 

  As a resolution,
  Car****** will refund your payments in full upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email i***************** 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: 12/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the refund of 3 months worth of payments does not make me whole for the required work that should be covered per policy in good faith. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 12/19/2023

   

  As stated in our response to your [BBB]
  complaint, American Auto Shield 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 American Auto Shield you will need to follow
  the dispute resolution procedures found in your vehicle service contract which
  include filling out the dispute resolution form located here:  **************************************************

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

  Customer Relations

   

• Initial Complaint

  Date:12/12/2023

  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 purchased the CarShield protection on 2/06/2023 and paid a monthly fee of $89.99. When I needed the service in November of 2023 I was unable to find a reputable mechanic who was willing to work with this company due to their poor reputation in the industry. I even called to get a recommended mechanic and paid out of pocket to have my vehicle towed there. once it was there the mechanic shop told me they would not work with carshield. I had several phone calls with representatives from carshield, before I finally canceled my service on 8 December 2023. I asked for a full refund and the customer service agent said that it was not possible. I asked her to submit the request anyway so someone who had the authority to say no would actually see the request. the representative was unable to provide any confirmation that she submitted such request. I called back on 12 December 2023 to to check on my refund and was told that it was requested and denied. when I asked to speak to a supervisor I was told they would just tell me the same thing. I requested a supervisor to call me anyway. I was then hung up on. I asked on multiple calls if refund for just the month of December would be authorized ( i made the automatic paying on 6 December and asked the question on the 8th) I was again told no. For 11 months I paid for a service and when I needed it they failed to provide it. Resolution is a full refund of $989.89 for payment of a service (protection plan)that was not rendered.

  

  Business Response

  Date: 12/15/2023

   

  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 AAS can do to force
  any repair facility to work with you. This is clearly outside the control of Car****** and ******** **** ******. 

  As a resolution,
  Car****** will refund your last 6 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
  **********************