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:11/28/2023

  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 began coverage with CarShield (CS) in Feb of 2023, paying $140 each month for Platinum coverage. Horrible decision. In May of this year, my repair facility said my brakes, front shocks, and 2 motor mounts needed to be replaced and that CS was giving them a hard time with covering anything. After going back and forth with the adjuster, CS said they would only cover the motor mounts--not the shocks nor brakes even though suspension is covered in my policy. They said there wasn't anything they could do, so I paid $805 out of pocket.
  Fast forward to Aug when my car isn't starting. I called CS and had my car towed to the same repair shop. CS said the tow and a rental car were both covered in my contract and I have nothing to worry about. The repair shop told me the rear motor mount, 3 heater hoses, coolant, and battery all need to be replaced and that they were going back and forth (again) with CS who "seems like they aren't trying to cover anything." After days, my repair guy said that CS wouldn't cover the motor mount because the repair shop did not specify which motor mounts were already replaced in May. I could tell this would take awhile, so I called CS again to make sure the rental was covered. The representative assured me, again, "The rental is covered in your contract." After 7 days, my car was returned to me with car shield covering $50 for the mount and me paying $700 out of pocket for the rest. On top of that, I submitted my rental claim ($676 for 7 days) to be reimbursed and CS told me the rental would not be covered because there wasn't 4 hours worth of labor. I went back and forth with CS and they finally reimbursed me ~$170 as a "Good Will" stating they weren't responsible for the misinformation given to me and that was all they could do.
  Completely dissatisfied and realizing this company is a huge scam, I called to cancel my policy in September only to realize this month (Dec) that I'm still being charged. I asked for a refund and was denied.

  

  Business Response

  Date: 12/04/2023

  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. Per AAS, your chosen repair facility contact AAS on 8/4/23 to start your claim. At that time your repair facility was unable to verify what parts they changed on your prior visit. On 8/8/23, the adjuster reached out to your repair facility again but the repair facility still had no resolution.

  AAS reimbursed your for 3 days of your rental as a gesture of goodwill. 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. 

  Since the amount of claims paid on your vehicle service contract is a larger amount than you have paid into the contract, there is no refund due. 

  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: 12/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I was told by my repair facility that they contacted AAS each day between 4/4-4/8 and were put on hold for hours while trying to reach the adjuster, and when the adjuster did speak with them, AAS said they wouldn't cover it because the part wasn't specified. I also find it difficult to believe the amount paid by the company is greater than the amount I've lost because of this company. Would you mind providing the amount of money paid by CarShield/ AAS?

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

  

  Business Response

  Date: 12/06/2023

   

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

  Customer Relations

• Initial Complaint

  Date:11/28/2023

  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.

  We purchased Car Shield in June of 2023. We had not used them and in August 2023 our car started making a growling noise coming from front left hub. We carried car to dealership they identified the problem. From that point on it has been a constant struggle to jump through every hurdle car shield has put us through and then in November 2023 they asked if we had been driving the car and of course we had they denied claim due to us driving it even though had they had done what was advertised that they would do when claim was first submitted in August 2023 then we would not have been forced to drive car. But nobody can pay a car note and insurance plus a rent car for ***** days. Their intent I feel was to take our premium payments of ****** and not pay anything out. According to auto repair shops many people have fell victim to this scam. Then I cancelled policy first of November they just pulled another ****** out for December. I called them today and they informed me they would not be able to return that payment. I dont understand but then I think I do. This business is a scam and I would like ALL of my premiums reimbursed to me by them. my contract number was MRF4698673

  

  Business Response

  Date: 12/04/2023

   

  Thank you for bringing this to our attention.

  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

   

• Initial Complaint

  Date:11/28/2023

  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.

  When my warranty went out on my car l got car shield so l give them a call let them know my moter going out they send me to two shops and tell me l have to pay out of pocket if they have to break the moter down but they told me they replace the moter and other parts with the package I have with them its called the gold package so l need help why l have to pay for the moter l pay the 69 dollars a month

  

  Business Response

  Date: 11/30/2023

  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. 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 ********* called started a claim requesting a new engine for oil consumption which is excluded from coverage. ********* did not however provide AAS a verified failure or cause of failure. At that time ********* advised the adjuster you would need to move your vehicle as they did not do this type of diagnosis or RDI (Remove, Disassemble and Inspect). Your claim went inactive pending you finding a repair facility that will perform the requested diagnosis and/or RDI to verify failures and the cause of failure. Your claim can not move forward without a verified failure or cause of failure. 

  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 contract, 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:11/28/2023

  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 paid for Car Sjield for 3 years and when my car needed repairs, the company did not authorize repair coverage for issues that caused engine to malfunction.

  Customer Answer

  Date: 11/29/2023

  I contacted Car Shield multiple times and was given different answers and the run around.  On 11.27.23  ,  I spoke with the representative that stated that the Manifold repair and other listed repairs would get added/authorized after the repair facility verify diagnostics.   The very next day they denied that this is covered . Car Shield and American Auto Shield continuously find ways to avoid paying for repairs while taking the customers monthly premiums.  I paid for the insurance to cover my C230.  My check engine light is on and the repair facility reported the issue, verified the diagnostics, and contacted Car Shield/Auto Shield with the findings.  In the three years  that I had Car Shield insurance they have never covered any of the costly repairs that they falsely advertise as covering.  The only coverage that I every received was a $100 for a door switch. I have paid out $2,879.64 over a three year period in premiums. Based on my experience it is evident that  Car Shield is a scam and a fraud and I am requesting $2,879.64 back for money that paid in premiums for this false insurance/warranty policy.

   

  Here is a list of my current pending car repairs that I am paying for out-of-pocket:

  STEERING COLUMN LOCK (INOP)$972.50
  BELT$285.30
  FRONT SWAY BAR WITH NEW END LINKS$1138.18
  MASTER WINDOW SWITCH GROUP $343.55
  LOWER CONTROL ARMS X2   $1133.58
  OIL FILTER HOUSING     $1301.32
  DRIVER SEAT BELT ( RETRACTS SLOWLY)   $719.25
  NTAKE MANIFOLD (TUMBLE FLAPS BROKEN)  $2008.00

  CHECK ENGINE LAMP ON - DIAGNOSIS  $192.80

  HOOD RELEASE HANDLE  $123.04
  WASHER PUMP  $492.10
  DRIVER DOOR CLOSED BUTTON SWITCH  $434.37

   

  

  Business Response

  Date: 11/30/2023

   

  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. 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.  An oil filter housing, lower control arms, sway bar links, steering column lock, intake manifold and windshield washer pump are not listed for coverage under your contract terms. The door lock switch was correctly authorized as it is listed for coverage.  A list of covered components can be found in Section B of your contract. 

  We see that you have already cancelled your vehicle service contract. In an effort to resolve this matter, CarShield will refund your last 12 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:11/28/2023

  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.

  We fill that we were mislead on a contract just to get us to sign.They don't do what they say.

  

  Business Response

  Date: 12/04/2023

  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. AAS states your pre claim was correctly denied as the repairs needed are not listed for coverage under your contract terms.  Fuel pump relay is a common failure on this vehicle and while there is no TSB in AllData for it. Chrysler does have a generic one for this year range of vehicles and the fix was to install a modified external relay to the ***** This is also a not a covered part on the contract. 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,CarShield will refund your last 6 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:11/28/2023

  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.

  When I purchased Carsheild I was told I would only have to pay $200 deductible for auto repairs. I have Carsheild on Three vehicles. The 2013 Doge Caravan needed a transmission and Dodge would not deal with Carsheild because they would not pay. So, I had to pay out of pocket. They advertise that they cover over 5000 parts but they would not cover the cost of my repairs on my car. I would like a refund.

  

  Business Response

  Date: 12/04/2023

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

• Initial Complaint

  Date:11/27/2023

  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.

  Vehicle covered was sold 1 day after payment for coverage came out of my account called ******************** and was told sorry they dont refund

  

  Business Response

  Date: 11/27/2023

   

  CarShield has requested the refund of your last payment. It will be credited to the card on file within 3-5 business days. 

  We are sorry to lose you as a CarShield customer.

  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: 11/28/2023

  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:11/27/2023

  Type:Service or Repair 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 have been with Carshield for over 4 years with no lapse in coverage. On Friday, 24 Nov 2023 my vehicle was denied for claim # *******. My vehicle was denied because the adjuster stated that the cause of failure was due to carbon build up. Every single car has carbon build up and the pictures that were provided do not show enough carbon build up to break a valve. Carbon build up can NOT break the valve. According to ********************, the cause of failure was material failure Carbon build up would cause the valve to leak NOT BREAK in which you can see that the valve is broken in the pictures that the service department provided. If the oil level gets too low before the driver notices, then a catastrophic engine failure can occur because of carbon buildup on the intake valves. My oil change records reflected on time service records EVERY SINGLE TIME. The dealerships service department recorded that there was NO IMPACT on the valve. Im requesting carshield to take another look at the photos and approve the claim. Carshield requested that the service department find the cause of failure and the cause of failure was Material Failure not Carbon build up. The initial adjuster could have just declined the claim if that were the cause but he escalated the claim up to a supervisor. Im requesting that you all consider the facts and look the photos. The service advisor who is working on my car told me that car shield is getting over on me because there is no way that carbon build up Broke the valve. I chunk of it is missing. Please take another look and approve my claim. I have no reason to try and get over on carshield. I have been a loyal customer and I hope to remain a loyal customer. Requesting ********************** to do the right thing and honor this claim.Thank you V/********

  Customer Answer

  Date: 11/27/2023

  ADDING ON TIME HISTORY OF OIL CHANGES

  

  Business Response

  Date: 11/29/2023

  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 was adjudicated correctly as your chosen repair facility provided AAS inspection pictures that show heavy carbon build up on valves resulting in failures to the valve and engine.  In your statement you acknowledged your vehicle was overheating and shaking initially and that you chosen repair facility already repaired it once. AAS notes your vehicle began failing again but this time your check engine lights was also lit. On 10/18/23 your chosen repair facility called AAS back to report check engine light for your catalytic converter which likely failed due to valve failures and getting excessive fuel. A catalytic converter is not listed for coverage under your contract terms.  A list of covered components can be found in Section B of your contract. 

   You then moved your vehicle to a different repair facility who called AAS on 11/13/23 to report flashing check engine light, codes p0300 for random multiple misfires p0302 for cylinder 2 misfires. The 2nd repair facility also noted your vehicle had low compression when the vehicle was driven in.  After that, you took your vehicle back to the deal who performed RDI (Remove, Disassemble & Inspect) and verified a burned intake and exhaust valves with heavy carbon deposits and a hole leading to correct contract denial.

  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 last 24 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-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************
  

  Customer Answer

  Date: 11/30/2023

  Complaint: 20919734
  
  I am rejecting this response because they offered me 30 months via email last night (screenshot is attached)  and ****** was checking to see if I could keep my policy for future claims on the vehicle or if they would just pay the claim in full to the dealership.   That is a huge concern for me seeing how I won't be able to get this vehicle under a reputable warranty. I purchased this policy at roughly ****** miles and now I'm at ******* miles. ** real warranty company with accept me with the Diamond Package I have now.  30 Months worth of payments would only cover ***** of the repair. The repair will cost $5592.00.and that will just be the bare minimum repair. 

  I'm requesting that if you offer me the 30 Months that I still remain under my warranty without releasing me because that is 4 years that I have been with you all or pay the claim in full to the dealership and then release me
  
  
  
  Sincerely,
  
  Chavon Choice

  Customer Answer

  Date: 11/30/2023

  Added the actual email instead of a screenshot

  Customer Answer

  Date: 11/30/2023

  Forgot to add these emails.

  

  Business Response

  Date: 11/30/2023

   

  CarShield is working on a resolution on this matter and will reach out to Ms. ****** as soon as possible. 

  Customer Relations

  Customer Answer

  Date: 11/30/2023

  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. Carshield and I have come to an agreement. Thank you ******
  
  Sincerely,
  
  Chavon Choice

• Initial Complaint

  Date:11/27/2023

  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 was denied service because of an invoice that CarShield is saying that is not real because of they format of the letter , the adjuster for my claim is stating that the letter from AllState Towing in fake when I sent in Three different invoices that was emailed from AllState and I sent all three of the invoices to CarShield and I ask them to call AllState if they think its not a real invoice

  Customer Answer

  Date: 11/27/2023

  I received an estimate on the repairs for my 2008 ***** Tahoe and to be honest its a lot but the only concern I have that I need repair on my 208 ***** Tahoe is my Transmission, Fuel Pump , and Oil Leak anything else that the dealership is talking about is something I will have to get repaired in the future. But Carshield thinks when I first started with this Car Repair WARRENTY that my truck was not working in September but that is not true my transmission stop working in October. So when Carshield ask for my documentation regrading the repairs I had done I sent the invoices on my repairs I had done out my pocket and they also ask for towing invoices in which I complied and one of the invoices I emailed states that my 2008 ***** Tahoe was towed on 9/4/2023 which that is false I had a 2008 Dodge Charger that was towed on 9/4/2023 my ***** Truck was NOT broke down during that time I made the call to get the Dodge Charger towed but the invoice I sent stated it was . So I called AllState let them know that they had sent me an invoice of a towing service that was not for the correct vehicle that was towed  so AllState seen the mistake and sent me the correct invoice for that date and what vehicle that was towed from that property the car was at . So my claim was denied because Carshield got the wrong info and wrong invoice for a towed that was not for my 2008 ***** Tahoe

  so I appealed my claim and sent in the correct towing invoice of the vehicle that was towed on 9/4/2023 . So on 11/21/2023 I received a call from CarSheild adjuster who was handling my claim told me that my claimed was denied once again because the invoice of the correct vehicle that was towed on 9/4/2023 was not a real invoice from AllState so I ask them to call AllState to verify the invoice and I also received two more invoices with the same towing vehicle info from AllState because each time I spoke to AllState  I was connected to a different representative so if Im correct I spoke with three different representative in one day and I was sent three invoices on the correct vehicle that was towed and the invoices I emailed to records and now the invoices I sent to Carshield is not real invoices from AllState so I got denied once again . I even ask the CarSheild representative to please just call AllState to verify, so this is where I end up having to get help from BBB

  

  Business Response

  Date: 12/01/2023

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

  Customer Answer

  Date: 12/01/2023

  I receive A phone call from American auto shield LLC which is Car shield they told me that the claim that was denied twice was left over and now theyre willing to repair only the leak issues Im having with the vehicle but the main reason my vehicle is in the shop is due to transmission failure and my transfer case failure they are still trying to go off a towing invoice that was done did on 9/4/2023 which I explained to them and even provided proof from the towing company that it was not my vehicle that was told on that day my employment can prove that and complex where I said to prove that my car was running during after I had no reason to get my car towed on that day when my vehicle towed on 9/4/2003 If AllState Towing could see that it was a mistake I dont understand why that company is saying my vehicle was not running when I have proof that my vehicle was running in September i sign with Carshield  on 8/16/2023  I got my friend car towed on 9/4/2023 and the vehicle that got towed was a ****************************************************************************************************** October until I got home from work . When I started to go to the store thats when my transmission had failed and to be honest I didnt get no type of indication driving home that my transmission was bad or going bad when I knew my vehicle didnt work no more is when I was going to the store and when I put the vehicle in reverse it didnt move . So for Carshield to deny my claim for the reason it went to a repair shop because of Transmission Failure and Transfer Case not for leaks that i did not know about until the vehicle was in the repair shop and they ask me the problem with the vehicle and I told him the problem and they did a diagnostic and thats when I found out about leaks I was having up under that vehicle so my vehicle is not in the shop because of leaks my vehicles in the shop due to transmission failure and transfer case failure but if there is leaks Im sure the warranty policy covers those issues also just like they cover my transmission and transfer case but yet they denying my transmission but theyre willing to repair leaks 

  

  Business Response

  Date: 12/05/2023

  CarShield, based out of ********, 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. When a VSC is purchased, the customer has 30 days to review the agreement to ensure it meets their needs.The customer can cancel the agreement at any time during the initial 30 days for a full refund.
  

  American Auto Shield (AAS), a separate entity based out of ********, 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 ********************** eligibility under each customers specific VSC coverages, and facilitates the resolution of approved claims.

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

  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: 12/05/2023

  i did appeal my claim denial twice in one week if im correct. And also i know what contract im covred under CarShield  its called Power Train which covers TRANSMISSION, TRANSFER CASE , MOTOR , AND SOME SEALS AND GASKEST .And the problem im having is the Claim Adjuster  at carshield is trying to tell me that my vehicle was broke down at the time i purchase my auto warranty which was on 8/01/2023 and when carsheild ask for all my documents and oil changes and towing services i submitted everything that was ask of me .So when it came to my towing services invoice it was an INCORRECT invoice saying that my 2008 ***** Tahoe LTZ was towed on 9/4/2023 which that was very INCORRECT i had a 2008 Dodge Charger towed on that date and i spoke with AllState regrading the incorrect invoice that sent and what they had on file and the person seen the mistake and emailed  me the CORRECT INVOICE on that date and the vehicle that had tow service, and when i appeal the denial claim and submitted the correct invoice . i got a phone call the next day denying me once again saying that the invoice is not real and my 2008 ***** Tahoe was not working during the time i purchase the policy with CarShield  . So im taking my case to Civil Court to get this issue correct . My transmission fail in October the first week or second week . Im not asking for CarSheild to cover all the repairs that the Dealership is asking for i only need my transmission and transfer case and oil leak repaired anything else i can get repaired when i can and i got proof and witness that can back up my claim stating my truck was driving 8/2023 thur 10/2023 and whatever minor problems i had before i purchase a policy with CarSheild came out my pocket ,nothing to do with  CarShield  and CarShield do have invoices of those repairs 

  Customer Answer

  Date: 12/06/2023

  Complaint: 20919626
  
  I am rejecting this response because:Carshield is not trying to repair my ********************************************************************************************************************************** saying my truck was not operating on 9/4/2023 which it was Carshield is going off a tow service invoice that was a mistake on the car that had tow service on 9/4/2023 i even ask for someone to call AllState  to confirm that it was a mistake and the document i was email from AllState to Carshield is a real invoice . My truck has been in the shop for a month if not a little longer , i have lost my job behind this and on my way to loose my home because of income issue do the fact i have no way of getting around . also for Carshield to deny me from my claim and this was about almost 2 weeks ago and i have not got a denial letter on the denial claim on my 2008 ***** Tahoe . I had to call to ask about my denial letter. i also have very strong proof and witness and im sure good camera footage of my 2008 *********** was driving from 8/16/2023 when i purchased the policy to 10/2023 the first or second part of October and my transmission fail when i came home from work . and  its on camera at the property i live at when my truck got tow services  and that was in October 
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/25/2023

  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 initially agreed to get a policy with CarShield but within minutes I cancelled the request but not before giving them my credit card information November 1, 2023. I called immediately and they said my card was to be refunded on November 2,2023.I just received my credit card statement and they took the money but never returned it.I still have the email stating they had refunded it but they didnt.Pure deception.

  

  Business Response

  Date: 11/27/2023

   

  Your refund was credited to the card on file on 11/2/23. Transaction ID **********- Authorization Code 08667D.  Please contact your financial institution to locate the refund if it hasn't hit your account yet. 

  Customer Relations