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:12/12/2023

  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.

  I was told by car shield when I purchased the warranty that I can take it to a dealer or anyone who accepts car shield I took it to ********** after them having my car for almost a week the dealer told car shield that their loner car was not covered and they said I had to get into a car authorized rental which was ********** they told me I had to find somewhere else to take the car because the *** dealer wanted too much and also they saw a oil leak which was covered but I had to pay thousands of dollars towards it so I moved it to a dealer that was cheaper and they will pay for the tow so instead I went and got my car and drove it to another dealer to make a long story short my battery was dead when I got it back the ** still did not work and my car was still leaking oil in my car kept stopping where they replaced the part and I had to pay $567 and almost $200 for a new battery and it did not cover the bolt which was part of the fixing for the oily they approved the air conditioner to be fixed but not the antifreeze and then they refused to pay for the rental saying that it took under 4 hours when my car was in the shop for well or one month even after returning the rental I had to pay $almost $500 in ubers

  Monday, July 17, 2023 2:19 PM

  ********** RENT A CAR
  ********
  ****************************************************************-5451
  ***

  

  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, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  The claim has been authorized correctly and paid to your chosen repair facility. Per AAS, you do not qualify for rental as the claim only authorized 3.5 hours to complete the repairs. Your contract terms state at least 4 hours of labor are required to authorize 1 day of rental. Also, your repair facility's parts were used for the repair so no additional rental would be added to the claim. Delays caused by you moving the vehicle to another repair facility and any delays caused by that repair facility to complete repairs would not qualify for additional rental per terms of the contract.

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

  As a resolution, CarShield will refund your payments in full minus claims paid 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: 12/14/2023

  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:12/11/2023

  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.

  In early November my truck a 2011 Chevy Avalanche was taken to the mechanics as it was not running properly. It turned out that it was transmission-related and needed a rebuilt transmission installed. I opened a claim with Car Shield as I had a warranty with them on the vehicle and have been paying $150 per month since Aug 23'. I sent all items requested to the adjuster as requested, copy of my title, past service records, and towtruck receipt. A week later I was told that the claim (**********) had been denied due to a branded title. I called both Car Shield and ******** **** ****** to dispute as I have a clean title from the state of Massachusetts on the truck that I purchased a year back from a local dealership. They informed me that the sites that they used show the title as branded, which I do not understand how that would supersede the MA state title. The state of MA shows my vehicle as a clean title. The bill from the mechanic came to $4,750 and I have paid approximately $700 in monthly warranty fees to Car Sheild.
  
  Can the BBB assist me with resolving this issue?

  

  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. ******** **** ****** has informed us they will be
  reaching out to you regarding this matter shortly. 

  If you wish to contact
  them first they can be reached at ************.

  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:12/11/2023

  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've asked for an itemized breakdown of repairs authorized, and costs to show balance of what I may owe. I asked for it via email, but have been refused twice and the CSRs each hung up on me.

  

  Business Response

  Date: 12/13/2023

  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. 

  As explained to you in your call to our customer service department on 12/11/23, Car****** does not have access to invoices or costs of repairs. You will need to contact ******** **** ****** at *************

  Customer Relations

  Customer Answer

  Date: 12/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Car****** with whom I entered into business tries to protect itself and its failures in customer service by side-stepping my complaint to blame their administrator. In my attempts to obtain the information I was looking for I called and used the phone numbers they recommended. Twice they forwarded me to their "administrator" where I was hung up on. 

  This is a very poor response- a poor excuse for their predetermined policy NOT to share information with a paying client in order to control outcomes for their own benefit. 

  I believe Car****** is acting "agent" for ******** ********** or whoever they claim their "administrator' to be. Certainly they have contact with one another and can communicate sufficiently to provide the information requested by a paying customer. As I have suggested, my request for information does not change their coverage decisions, nor will it broaden coverage the contract provides. They would rather do well to assist customers' understanding especially when it involves the customers' greater investment in transportation.

  No one likes buying something and be told to sit in the dark while the entity they've paid has control over their greater asset, their ****mobile.

  Car****** should be ashamed of their glowing advertisements because behind them is a practiced disdain for their customers. I think this kind of customer service should be exposed.

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

  

  Business Response

  Date: 12/14/2023

   

  CarShield, based out of Missouri, 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.
  

  ******** **** ****** (AAS), a separate entity based
  out of Colorado, is a VSC Administrator. AAS administers the repair claims for
  VSCs sold by a variety of sellers. AAS manages the repair claims process for
  customers, determines repair eligibility under each customer’s specific VSC
  coverages, and facilitates the resolution of approved claims.

  As stated in our previous response, please contact ******** **** ****** at ************ with requested for invoices or itemized statements. Car****** will notify ******** **** ****** that you will be contacting them as a courtesy. 

  Customer Relations

• Initial Complaint

  Date:12/11/2023

  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.

  They denied my claim due to rust being in the coolant system it has been in the shop for four months. The mechanic told me that the inspector told him that they denied it due to the rust being on the cylinder walls but they told me something different. They told me it was rust due to the coolant system. I would like to Carshield to pay for my repairs this was the whole point of paying for the warranty repairs.

  

  Business Response

  Date: 12/13/2023

  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. ******** **** ****** has informed us they will be
  reaching out to you regarding this matter shortly. 

  If you wish to contact
  them first they can be reached at ************.

  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:12/11/2023

  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 Signed up for Carshield on June 12 and proceeded to pay my premiums for the next 6 months. Car had transmission issues and took it to a shop on November 7th. Claim was denied.Sent in updated information to try to escalate the issue and recieved no call back as promissed multiple times over the next 3 weeks. Finally was told the claim was denied on December 11th due to the car s registration being expired greater than 60 days. There is a 90 day grace ****** in my state for car registration and the car was registered shortly after the 60 days.

  

  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, ******************** (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. ******************** has informed us they will be reaching out to you regarding this matter shortly. 

  If you wish to contact them first they can be reached at ************.

  Customer Relations

  ********************** 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: 12/19/2023

  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:12/11/2023

  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.

  CarShield is trying not to fix a part on my car that is covered under warranty due to a part that isn't covered and they say it was the cause of damage to the part that is covered. Which how would they know that the other part cause the problem to the other part

  

  Business Response

  Date: 12/13/2023

  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 denied due to the noncovered swaybar endlink that damaging the axle Your contact clearly states there is no coverage when a non covered component causes damage to a covered component in Section D-2-N of your contract which was have attached for convenience. 

  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 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:12/09/2023

  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.

  Was denied because of mileage and time. I had to have emergency repairs done in ******* after traveling over **** miles and over 2 months after getting the warranty.

  

  Business Response

  Date: 12/13/2023

  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 chosen repair facility sent AAS records on 12/9/23 showing a repair order open date on 9/19/23 at 95,377miles and closed on 10/17/23. This is a clear case of failure happening within waiting period.

  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. 

  If you wish to cancel your vehicle service contract, 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: 12/13/2023

  Please review document that services were performed 11/13/2023 vehicle had ***** miles. ***** you for your consideration ************************;

  Customer Answer

  Date: 12/13/2023

  Complaint: 20983530
  
  I am rejecting this response because:
  
  Please see attached: Services were performed 11/13/2023 vehicle had ***** miles so after waiting period. Thank you for your consideration
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/14/2023

  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 ******************** 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 *******************************

  Customer Relations

  ********************** 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: 12/16/2023

  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:12/08/2023

  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.

  When I got Car Shield they stated the plan they put me on would cover engine/motor/transmission. Took my car to the dealership and did a diagnostic and needs new motor. ***** said they need to do an RDI tear down but I would have to pay for it.

  

  Business Response

  Date: 12/11/2023

  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, your chosen repair facility never presents a cause of failure and when *** (remove, disassemble and inspect) was requested, the *** was not performed. 

  We see that you already have cancelled your contract. As 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

  ********************** 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: 12/11/2023

  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:12/07/2023

  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 bought a car shield car warranty after being tricked into the purchase by Carshield. The warranty was supported to be $109 each month. This began in the start in March 2023. Later on March 28, 2023 I called Carshield and told them I wanted to cancel the warranty. They argued and refused. I spoke to many Carshield reps. Finally they said "Fine we'll cancel the warranty". Nine months later I found that Carshield was still charging my credit card. I called Carshield in October 2023 to ask for another cancelation and refund. Carshield refused again, until I spoke with a manager. They said they would cancel the warranty, but refused to refund my money. I called **** and they refunded 3 months of Carshield charges, but stated they weren't allowed to return more than 90 days past bank statements. I'm seeking the remaining months of their fraudulent charges for March, April, May, June, July, & August for $109 each charge.

  

  Business Response

  Date: 12/08/2023

   

  Thank
  you for bringing this to our attention. 

  CarShield records all calls. We have reviewed our call logs and can not locate the call when you called to cancel based on the phone number on your account.  Please send the phone number you called from to ******************. Once we locate the call, we will be happy to refund the remaining payments. 

  Customer Relations

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

  Customer Answer

  Date: 12/09/2023

  I do not remember what specific number o called Carshield from 10 months ago. I tried to give them a list of numbers possible but it was literally 10 months ago. 

  The facts I stated to them is that i called Carshield to cancel less than 30 days from initiation in March 2023. I explained to them that my auto mechanic did not take Carshield warranty. 

  The Carshield Representative got angry with me during the conversation, argued with me, refused to cancel the warranty, kept telling me "you need this warranty for your car". Finally after 45 minutes of arguing they said "Fine I'll cancel your Carshield warranty" and they hung up on me. 

  I come to find out 7 month later it was never canceled. The reason it took 7 months is because I never use that credit card that was being charged. I found out when co-signing for my son's car on my credit check that I was charged 9 months of Carshield fees. 

  I called Carshield again, and again they argued with me saying they never received a call from me. They again refused to cancel my membership again. They argued and said again, "you need this because repairs are expensive". Finally I after 2 days of calling Carshield I spoke with two different managers, threatening legal actions with my attorney. The manager said "fine I'll cancel the warranty". I asked for a refund for the fraud charges and he said "we aren't refunding payments" and hung up on me again. 

  It's clear to Carshield that I canceled. It's clear that the warranty was never used once for any repairs. It's clear to **** that the charges were fraud because they refunded me $329.97 or the $989.81 that was taken. **** couldn't refund the total because there is a 90 day limit which they can refund. **** suggested that I file a case with the BBB against Carshield for fraudulent charges. 

  Facts that I called to cancel immediately, and the warranty was never once used because it was clear my intention were to have it canceled. I paid for repairs out of my own pocket. It clear Carshield employees are trained to refuse cancelations and argue with customers at all costs to prevent cancelation of warranties and also have problems paying mechanics. My mechanic said he specifically would not deal with Carshield because they always argued to pay for repair costs. 

  Carshields only rebuttal is that I don't know the number I called them from 10 months ago in March to cancel the warranty. It's clear to them I never used the warranty and still had to call again for two days in October to cancel again with threats of legal action.

  1. I've gone to Carshield for a refund, they refused.

  2. I went to ****, try refunded what's legally possible. 

  3. I'm filing a report with the BBB.

  4. Last step would be legal action against Carshield if I can get this issue resolved. Which will probably cost more than the remaining balance owed back to me. 

   

  

  Business Response

  Date: 12/13/2023

  CarShield has no verification that you requested cancellation when you said you did. That is why they asked for the phone number so they could listen to the recorded call and verify the request to cancel.  CarShield reached out to you on 5/2/23, 5/3/23, 5/4/23 & 5/5/23 and left voicemails to remind you of your late payment. We received no call back at that time stating you had cancelled your contract already. 

  We see that you have already received a refund of your last 3 payments. In an effort to resolve this matter, CarShield will refund an additional 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-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:12/06/2023

  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 bought a gmc sierra 08 at the end of 2022 around the time my warranty from buying the vehicle expired,I took up a new warranty with carshield I've put around 40 thousand miles on the truck which put the truck at around 187,000 miles. I had a misfiring issue so I changed the spark plugs and wires misfiring went away two weeks later it's started misfiring again so I pulled over at the closest oriellys looked it over had it put on a computer and it said misfire cylinder 7 so I replaced the coil .there was no change so I drove it strait home .otw home I called carshield. They had me put the truck in a shop the following Monday where carshield had set the appointment. Weeks go by ! There is communication issues between carshield and the shop . Mind you I'm out of town working with a loaner vehicle which I loose the 31st that I got from a job acquaintance not a rental from carshield like should of happend. This happend around mid November it's now mid December. Sorry trying to give as much context as possible. So carshield and thier chosen shop are having problems communicating eventually I find out the shop needs my OK to break the engine down to take pictures .after idk a month the adjuster finally looks at the photos after having to escalate the claim by 24 hrs several times to eventually find out the pictures aren't good enough so .I talk to the shop again over the phone the shop mechanic has already told me the engine is bad . Bad compression cylinder 3 . From it misfiring due to a broken wire somewhere. So I tell the shop owner that they want him to break it down a second time for more photos .carshield also asked me for copys of car maintenance over the last yr I got to send one document but not the rest due to being out of town .but got a call today denying coverage. So now it's been 2 and a half months they never once offered a rental . I owe the shop not once but twice now for breaking down the engine plus the fact I don't have a vehicle at all .

  

  Business Response

  Date: 12/12/2023

  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 per terms of your contract. After the tear down was performed it was found the engine had significant build up of sludge. After further review showed that you had a service record from 5/27/2022 showing that the vehicle had an oil system cleaner service performed. This type of service is a service that by design is used to remove sludge and varnish from the engine internals. Also, it was noted on the record that there is no oil on the dipstick at time of service. As stated in your contract it reflects specifically sludge is an exclusion. Section D of your contract goes over extensively your exclusions under your policy. If you have any additional questions you may contact claims at ************. 

  As a resolution, CarShield will refund your last 4 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. 
  
  

  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 **********************