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:12/06/2023

  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 took my car to get repaired. I left my car at the mechanic so Car****** could pay for the repairs to the car. I was informed that Car****** would not make the repairs. The car sat from October until this past Saturday on the lot of the mechanics lot. I have been paying $144.00 to Car****** for the last 6 months. I would like for the them to fix the repairs to my car or to refund me money back.

  

  Business Response

  Date: 12/07/2023

  We
  appreciate you 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. There is no pre-claim started for your contract. AAS has one note that your chosen repair facility called in about radio repair and trunk latch that is damaged due to water intrusion.  Neither of those repairs are listed for coverage under your contract terms. A list of covered components can be found in Section B of your contract. 

  We see that you have already cancelled your contract. 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:12/06/2023

  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.

  Car Shield presented as a reputable and reliable means of post-warranty coverage for my Ram pickup, and assured me I could pick the shop I wanted for any repairs. I bought a policy last year. The first time I tried to pre-authorize a repair in 2022, however, the agent told me I was restricted to their own network of shops. I declined, and paid the cost myself, as I wanted to ensure the quality of the work. Not long after, Car Shield's website stated policy holders could use any ASE-certified mechanic, so I submitted a request for reimbursement; no response until the 3rd attempt, when I finally received a call back. The agent said to submit the invoice via an e-mail she would send and I would be paid. No e-mail, no payment. Submitted 4th request, with invoice. No reply. Made a voice call. The young man fielding my call tells me contract changed. was limited to their network at the time, but not now. Since at the time, I was limited to their network, no reimbursement--despite the fact their sales agent assured me I could pick my shop, and that their agent had promised me payment. No one told me about any contract changes. In my opinion, Car Shield obtained my business fraudulently and misinformed me in the claims process. Rather than deal openly, they fail to respond to my communications. Finally, when pressed, they simply refuse to pay for a completely valid request. No wonder their corporate leadership conceals their contact information. I honestly would advise folks to pay more for a reputable and forthcoming warranty plan. As an aside, I would entertain removing this complaint if the firm would simply give my request a fair hearing instead of one where they hide behind well concealed contractual details and talking over the customer on the phone. I might also add that I've managed customer relations on a global scale and know something of that business. So...Car Shield...change my mind, please!

  

  Business Response

  Date: 12/08/2023

  Thank
  you for bringing this to our attention.

  As noted on the first three pages of your vehicle service
  contract, American Auto Shield (AAS) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director
  for AAS, an ASE-Certified Master Mechanic, who determined the claim had been
  adjudicated correctly and in accordance with the terms of the contract. 

  Your claim was denied due to you not obtaining authorization from AAS prior to having the repairs performed.  Your contract clearly states "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION-CALL 720-376-6885 or 800-859-9923"

  As a resolution, CarShield will refund your last 10 payments upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email [email protected] 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
  **********************
  

   

   

  Customer Answer

  Date: 12/20/2023

  Received your reply.  Clarification follows:
  
  Whereas it's true no reimbursement was authorized prior to approval, the fact remains I purchased the policy based in inaccurate information provided by the CarShield staff. When I discovered this and requested reimbursement, CarShield agent told me I would be reimbursed on that basis, but then ceased to respond. My requests were ignored at least three times. Then I was told their policy changed, but did not apply to the instance mentioned. Your reply did not address the root cause: misleading or erroneous information from CarShield agents. That's the issue; not simply reading the contract and re-stating it to me. I know what the contract states; I was mislead by CarShield employees and ignored when I requested payment on that basis.

  

  Business Response

  Date: 12/21/2023

   

  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, please email [email protected]. 

  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: 12/21/2023

  Better Business Bureau:
  
  
  Although my original complaint was not addressed, I've reviewed the response made by Car Shield in reference to complaint ID ********, and find that their resolution--to cancel my contract and refund my premiums--as an adequate response.  No further action required; Request BBB remove the complaint.   Thanks for your consideration.
  
  
  
  Sincerely,
  
  
  
  ** ******
  Spring Branch TX

• Initial Complaint

  Date:12/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Bank sent a new debit card due to breach. ********* didnt have new card # to bill. I was going to cancel warranty service anyway.99$ month after almost 2yrs. We've been Having 3rd Family Medical emergencies and hospital stay in a year. I explain Im not soending extra money now. My car is in great shape only 17k miles. I rarely drive it.Rep from ********* called like a bill collector denanding a new form of payment. I said I wanted to cancel. I was told I could not and they transfered me to someone else. They lowered the price and refused to cancel warranty.The App does not work so I was not able to cancel there. App has a 2.0 rating. How do I get rid of these people? *** asked them to stop calling me and I dont want the Auto warranty and they send mail and call about buying a home warranty. They refused to tell me how to cancel warranty. They said I hung up on them. They called back 2 times and told me calls would not stop until I pay them. I told them I am a senior and this is financial abuse and I do not want to do business with them. Then I looked up reviews. Very Bad reviews! I wasted my money. Even 2 ****** dealerships does not like Carsheild. HELP!

  

  Business Response

  Date: 12/06/2023

   

   Your contract was cancelled today 12/6/23 as requested. We are sorry to lose you as a CarShield customer.

  Customer Relations

  Customer Answer

  Date: 12/07/2023

  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:12/06/2023

  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 have car****** and thought I was making a good decision until my truck needed a big repair. They supposely fixed my issue but it didnt then I took my truck to a better repair shop(dealership) Chevrolet of Quincy Fla, that accepts car****** and now I havent seen my truck in almost 2 months. Still don't have it and I have a disability and really need my truck. I pay $235.60 a month for my car****** coverage and this is what I'm getting. I feeling cheated because they are running me in circles when I call either of them. Car****** tells me they're waiting on info from the shop and the shop is telling me they've done everything car****** wants. I'm looking for a lawyer at this point. Very disappointed.??????

  

  Business Response

  Date: 12/06/2023

  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 claim is being adjudicated correctly and following correct processes. There is been no cause of failure verified by your chosen repair facility. AAS must receive a cause of failure to move the claim forward. 

  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

  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:12/04/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father has had carshield since February of 2023 for a 2014 Escape. Escape went into the shop ****** on October 24th, 2023, car was deemed to need a new motor which carshield won't cover. They did say they would cover the timing chain etc. Which total is approx. $2000 after his $100 deductible. After having multiple phone calls and emails with Carshield, we seemed to have come to an agreement with a refund and the cars intial mechanic bill being covered. Now Carshield has reneged on the deal and is only offering the refund to credit towards the mechanic bill. Just another way to s**** their customers. This is unacceptable, and not only have you screwed him once on the car but now twice. WAY TO TREAT YOUR CUSTOMERS CARSHIELD. This needs to be remedied and soon, absolutey ridiculous.

  

  Business Response

  Date: 12/04/2023

  CarShield very clearly explained the terms of the agreement in the emails with you regarding your father's situation. We have attached the email wherein it was explained the authorization was to be used as a credit towards repairs. CarShield's offer was more than generous considering we weren't obligated to refund any money. Although an an unfortunate situation, CarShield is not liable for the repairs since they were pre existing the purchase of the contract.  The contract clearly states pre existing conditions are excluded from coverage.  The offer was made as a goodwill gesture. CarShield has not violated the terms of the contract in ANY way and was not required to make any offer of resolution on this matter. 

  If you wish to accept CarShield's offer a full refund and the authorization as a credit towards repairs, please sign the Agreement that was sent to you electronically and we will issue the refund as soon as possible. 

  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: 12/04/2023

  Yes they did deny the motor replacement repair claim which I stated, however they did accept the timing chain repair. **** has that where they agreed and I have talked to multiple people from carshield that said they would pay this repair bill for that.

   

  
  

  Customer Answer

  Date: 12/04/2023

  Complaint: 20956453
  
  I am rejecting this response because:

  As stated in my original complaint you denied the motor replacement but accepted the repair of the timing chain etc as that was deemed the initial cause. I have spoked to quite a few carshield reps and each has specifically said yes THE TIMING CHAIN REPAIR will be covered but not a whole new motor. 
  

   

  
  
  
  Sincerely,
  
  ******/***********************

  Customer Answer

  Date: 12/04/2023

  I apologize for a second message, I had to go back and find my records.

   

  11/17/23 I spoke to someone from American auto and he stated carshield would pay for the initial cause of the motor failure but not the motor replacement as thats what carshield deemed to be the original cause of the malfunction.

   

  i then spoke to ******** I believe was her name, from carshield on 11/20, she stated that yes as he stated on 11/17 the initial repair bill would be covered. She also stated we had two more options. We could pay for a new motor ourselves and cancel carshield. Once motor was put in, we could reinstate carshield and they would cover the car in its entirety now that it has a new motor and would just have to wait the 30 day grace ****** to seek coverage if something did happen. Option two was a full refund from February to November 2023.

  Carshield has cancelled policy as they state its standard procedure once there is an issue and want us to sign the agreement of just the refund to absolve them of paying the repair bill they stated they would pay. If signed, they basically have changed the legalities of what is covered and got themselves off the hook for the **** repair bill. Since we havent signed the agreement, technically they should still be legally be obligated to pay the repair facility the initial bill. 

  

  Business Response

  Date: 12/05/2023

  ******************,

  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:  *********************************************************;

  CarShield has agreed to refund you in full and allow you to keep the authorization of $2,131.51 as a credit towards repairs.  There will be no additional offer made from CarShield. Again, CarShield was not obligated to help in ANY WAY in this matter but did so as a courtesy given the situation with your father buying a car with pre existing condition that CarShield is not obligated to cover. 

  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: 12/05/2023

  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:12/04/2023

  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 entered a monthly contract 12-20-2022 for $119.99 per month by automatic debit payment. My last payment was paid 11-20-2023. I purchased a new car and traded in my covered car after hours on the 20th. I called the next morning to cancel the contract. I was told I would receive a refund to my card in 7 to 10 business days. Now, they are denying any refund of a payment that is not providing me a service. They say that I needed to cancel before the payment was due. How can they change for a service they don't provide? I want a refund of that last premium.

  

  Business Response

  Date: 12/04/2023

   

  We appreciate you bringing this to our attention.

  CarShield will refund your last payment. The refund will be credited back to the car on file within 3-5 business days. 

  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: 12/06/2023

  I am forwarding this email from Car Shield sent after I filed my complaint with you. There is a pending credit on my credit union account. I'll notify you when the credit is final. I wish to thank you for your assistance.

       Sincerely,

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

  Customer Answer

  Date: 12/08/2023

  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:12/04/2023

  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.

  Dropped my vehicle off November 1st, 2023 for repair, repair shop meet the adjuster and the adjuster advised to repair only one part, repair shop advised car****** that that will not fix the issue. Repair shop proceeded with the repair, after my car was put back together, repair shop advised car****** that the engine would need to be replace on November 9, 2023. Ive been calling since November 16, 2023 to speak with management about my car just sitting at the repair shop with no movement
  Car****** advised me that they are waiting on the adjuster
  Its now December 4, 2023, my car is still sitting with no movement and I have been stranded without a car since 11/16/2023 because they will not authorize a rental
  The first rental thy covered for 7 days
  November 9’ 2023 through November 16, which they only covered $40 and i was out of pocket for $150
  Long story short, ive been stranded without a car since 11/01/2023
  And left with out any hope of my vehicle been repaired,
  Even with the repair shop doing pointless repairs and stressing that the engine will need to be replaced
  Please help
  Or adised

  

  Business Response

  Date: 12/07/2023

  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

  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:12/04/2023

  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 12/1 a claim was denied for $958 to contract# ABF3288727 for a repair necessary to operate my vehicle. The vehicle should not be driven safely without potential to cause further harm to the vehicle until the repair was performed.Carshield were unable to site why the claim was denied other than calling it regular maintenance. The repair is not listed as a regular maintenance item for my vehicle based on VIN at all in the lifespan according to ************ public maintenance chart by age/mileage. Their examples of regular maintenance are extremely simple and widely performed whereas this repair required extensive specialized repair work within the engine of the vehicle.Carshield should be paying for this repair due to the contract we agreed on. They named the repair a service it was not and then claimed that was not covered, being unable to give any specifics in the contract related to their claims. Still being unable to reference where in the contract i was being denied they denied covering and advised me to reach out to the BBB. The closest thing they could site to was section D (Exclusions) section p - "Resulting overheat from engine". There was NO overheat to the engine requiring this repair. It was addressed immediately to avoid anything like that. They did not pay my repair shop and i was forced to pay out of pocket to get my vehicle back. I did not pay carshield directly. I want to be reimbursed for the expense.

  

  Business Response

  Date: 12/06/2023

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.

  The claim submitted online by your chosen repair facility reported the vehicle to need an induction cleaning due to carbon buildup on the valves. That is a maintenance procedure. Additionally, if reported, any other repairs related to the stated carbon build up would also be excluded by 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. 

  CarShield can cancel your vehicle service contract and issue a prorated refund 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************

  Customer Answer

  Date: 12/07/2023

  Complaint: 20954935
  
  I am rejecting this response because:
  
  No One but AAS has reported the work as Induction Cleaning.  That is not on the invoice of work, this was not reported by my repair facility. 

  This is not a maintenance item and who has defined it as such to be located where? It is not listed anywhere for any mileage or any age on my vehicle maintenance chart by the manufacturer of the vehicle, as made publicly accesible to everyone including AAS to read.  Induction Cleaning, that AAS has termed alone (no one else in this transaction), is not listed on their own contract terms anywhere as maintenance work or not.  However things listed as covered include "intake valves".  If the invoice amount to AAS must be changed to reflect the repair done to the intake valves alone that is fine and within their terms for parts not covered (spark plugs, misc. gaskets and seals, all necessary to perform the repair).  The repair amount changes to $660.

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

  

  Business Response

  Date: 12/08/2023

   

  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:  **************************************************

  In an effort to resolve this matter, CarShield will offer a settlement of $700 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:12/01/2023

  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.

  09-27-23. Transmission selector jammed Had car flat bed to a corvette only repair shop. Called Car Shield the rep said that she could not do anything to help me. Also she was not polite to me after all I said that I was a senior citizen. She giggled at me. There ad on tv states that I can choose where I can take my car for service. The ad was aired a week ago on different stations. Talk about False advertising!!!!! They wanted me to take it to *** Boys they would not have any idea how to repair the problem The transmission in the car is all high tec.

  

  Business Response

  Date: 12/05/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. 

  Carshield and your administrator, American Auto Shield, are open to and willing to work with any repair facility that you select but you did not follow the claims process for verification of failure and paid for your repairs out of pocket without starting a claim. This would be considered no prior authorization (NPA) and the repair would be excluded per terms of the contract. Your contract clearly states "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. CALL ************ or ************" We have attached a copy of your contract for convenience. 

  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. 

  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-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************
  

   

• Initial Complaint

  Date:12/01/2023

  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.

  Car ****** denied paying for repairs that are covered through the warranty i have with them. they claimed nothing is under warranty when the repairs i did are clearly stated on the car ****** manual. I did a water pump and gasket, thermostat with gasket, and intake manifold. when speaking to them over the phone, the representative said that the claim was over his head and referred me to you guys.

  

  Business Response

  Date: 12/05/2023

  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 water pump was not covered by the contract because it was was damaged as the result of the (non-covered) thermostat fa**ing. There is no coverage for a covered part when it fa**s due a non covered part fa**ing this is clearly stated in your contract in Section D-2-N. We have attached a copy of your contract for convenience. 

  During the review, it was also found that CarFax vehicle service records showed multiple m**eage inconsistencies/possible odometer rollbacks. The prior claim and the current claim both show same m**eage. CarShield w**l cancel your contract and refund your last 12 payments upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  ema** [email protected] to
  confirm and we w**l draft the Agreement and ema** 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 f**ed 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 ava**able at
  **********************

  Customer Answer

  Date: 12/26/2023

  ******* called in and is discussing with a friend whether or not she should accept the Carshield agreement

  Customer Answer

  Date: 01/02/2024

  Please send a copy of the Settlement and Release agreement to my home address:  *** ******** ******, ********, ** ***** (phone number:  ************) because I can't use the computer.  

   

  

  Business Response

  Date: 01/02/2024

   

  Please allow 7 business days to
  draft the Agreement. We w**l ema** it to you for your electronic signature and
  send you refund. 
  
  Please contact us with any additional questions. 

  Customer Relations

  Customer Answer

  Date: 01/23/2024

  ********* sent a check to me and I would like this compliant to be closed as resolved.