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:11/25/2023

  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.

  On 23 Oct 2023, I took my Truck (2012 ***** Tahoe LTZ) into ********* *********** Service to have it diagnosed for what I thought was my Truck not shifting through all the gears. I explained that while driving, there was a sound as if the gears did not shift into the last gear. Also, when I make a right turn, there was a clicking/knocking sound at the rear of my Truck. I received a call later that day from ********* informing me that the Transmission was shifting through all the gears. As for the noise that made it sound as though it was not shifting completely, it was my Front Bearings, and there was also a small leak on the Rear Axle and the Rear Differential would probably need to be completely replaced. This is my first knowledge of this leak. I informed them that I have Car Shield and they in turn informed me that they would contact Car Shield to discuss this coverage. In speaking with Car Shield/********************, they informed me that my claim #******* was being denied because ********* *********** said it was my Rear Differential. I was later informed by ********* that Car Shield/******************** would not cover the replacement of my Rear Differential, because they said that the Truck was being continuously driven. I explained that I didn't know anything about the Differential issue. I was later informed by ********* that I would be receiving a phone call from Car Shield/******************** so they can get a statement from me regarding this issue and that a Claims Adjuster will be going to ********* to look at my Truck and have them explain the problem. In speaking with ******** at Car Shield/********************, the week of ************************ that they would only pay for the leak repair and a small portion of the Labor because I continued to drive my Truck with the Leak and Differential issue. I received a call from ********* informing me that the Adjuster came to look at my Truck and they explained everything to him/her, including pictures

  

  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, ******************** (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 chosen repair facility contacted AAS on 10/24/23 to start a claim.  The adjuster requested pictures from your repair facility, reviewed them and authorized your claim for the left rear wheel seal as the original cause of failure with fluid loss, evidenced by massive fluid leak creating run low on fluid condition causing internal failure to rear differential assembly and authorized as a credit toward rear differential replacement.

  AAS advised you and your repair facility of the credit and your out of pocket costs on 10/25/23. On 10/27/23 your chosen repair facility called AAS. At that time, your adjuster set up an inspection and took your statement. After review the inspection, the claim was decision was not changed and will not change. 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 3 payments on contract MRF4579004 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: 12/06/2023

  Thank you for your attention and response to my claim. I will be submitting another claim for the month of September that Car Shield/AAS fail to honor, which left me to pay $518.50 to ******************** in ********, ******** plus $598.64 to AutoZone ********, ******** for Auto Parts needed for front Driver Side repair/replace.

  I have another Contract - MRF4579084 with Car Shield on my Wife's  ************ will cancel both. The question is, will they reimburse me three months for that Contract as well, being that I was paying on both Contracts?

  Thank you.

  Customer Answer

  Date: 12/06/2023

  Complaint: 20914881
  
  I am rejecting this response because:
  
  On page 1 under "WHAT TO DO IN THE EVENT OF A BREAKDOWN" bullet 2 in my Contract, it states, "Deliver YOUR VEHICLE to a REPAIR FACILITY. IF YOUR VEHICLE cannot be driven without causing further damage. YOU MAY HAVE your vehicle towed by calling ************ for towing services provided in the Roadside Protection Coverage Endorsement".

  As I stated to the CarShield Representative that I spoke with, I was on my way home when I noticed a problem. ********* Tire & Auto Service is around the corner from my house, so I immediately pulled into their Facility and ask them to diagnose my Transmission, because I thought it was not shifting through all of the gears. I was later informed by ********* that my Transmission was ok, but there was a leak in my Rear Driver Side Axle and my Rear Differential would have to be replaced. I had know idea that was happening.

  I was told by the CarShield Representative that since the ********* Technician stated that it was the Rear Differential, that will not be covered. I explained to her that in the  Contract there is no mention of Front or Rear Differential under "BREAKDOWN COVERAGE POWERTRAIN". In section 6 of the Contract "DRIVE AXLE", subsection "a" COVERAGE INCLUDES: All internally lubricated parts contained within the Drive Axle Housings to include Ring/Pinion Gears, Differential Carrier, Axle Shafts, Bearings, Bushings, and Mechanical Locking Mechanisms. Axle/Differential Housing; Seals/Gaskets. Drive Shaft; Universal Joints; ****************** Support Bearing, Half Shafts; CV Joints; CV Boots; Driveshaft/Pinion Yokes/Flanges; Locking Differential Switch, Actuator and Motor, Locking Hubs, Differential Control Module. Fluids, Nuts, Bolts and Fasteners ONLY as required as part of a COVERED BREAKDOWN.

  I was told only $196.00, for the Axle Seal and Fluids would be covered, and whatever the remaining balance for repair/replace would be OUT-OF-POCKET. I am very dissatisfied and disappointed with the decision and I wholeheartedly disagree.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/07/2023

  On 24 September, I was driving back from ************** when I noticed that my Truck was swerving slightly on the Interstate. It was about 5pm when my Truck swerved into another lane. I immediately got off the exit(69) in ********, **., and pulled into a parking lot off of the exit. It just so happened to be a Quick Stop with a Auto Repair Shop in the back. I exited my Truck to look at the front of my Truck. I noticed that my Front Driver Side Wheel & Tire was on fire. A gentleman inside the store ran out with a Fire Extinguisher to extinguish the flames. I eventually checked into a Hotel for the night, so I could be at that Repair Shop the next morning, 25 September. On the morning of 25 September, I met with the Auto Shop Owner/Technician there at the Repair Shop to inquire as to if/when could he take a look at my Truck. I informed him that I have CarShield, Contract #MRF4579004. After assessing the damage, he gave me an estimate for the Service and stated that he would contact CarShield/AAS. After the Technician spoke with CarShield, he informed me that CarShield stated that they would only cover $196.00 to repair/replace the Front Driver Side Axle & Seal. He told me that he explained to them that the Front Axle had broken which caused the metal to rub together creating friction that resulting in the Front Driver Side Wheel & Tire catching fire. He stated that they repeatedly told him the needed repair would not be covered, it would be OUT-OF-POCKET expense. The Auto Shop Owner had one of his Mechanics drive my to two different AutoZones so that I could purchase the needed parts to repair my Truck. In total, I ended up paying a total of $1,117.14 to All 4 You Motors LLC - ($598.64 for parts & $518.50 for Labor). I thank you in advance for your time and attention to this matter. *************************

  

  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. Your chosen repair facility contacted AAS on 10/24/23 to start a claim. The adjuster requested pictures from your repair facility, reviewed them and authorized your claim for the left rear wheel seal as the original cause of failure with fluid loss, evidenced by massive fluid leak creating run low on fluid condition causing internal failure to rear differential assembly and authorized as a credit toward rear differential replacement.
  

  AAS advised you and your repair facility of the credit and your out of pocket costs on 10/25/23. On 10/27/23 your chosen repair facility called AAS. At that time, your adjuster set up an inspection and took your statement. After review the inspection, the claim was decision was not changed and will not change. 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 3 payments on contract MRF4579004 upon execution of a Settlement and Release Agreement. If you wish toaccept this offer,please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronicsignature. Please be sure toinclude 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: 12/09/2023

  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:11/25/2023

  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 am have been a customer of Carshield since 2019 I have used them only twice once for a ball-joint problem, second time for a tow. My car stopped running in front of my home. I needed a tow. I called Carsheild for assistance. This is part of my contract. The lady called a company, I waited for over one hour, only to have the man from tow company tell me that he was not able to come. So, I had to find my own tow company right here in my town of Lebanon Indiana. The young man was here within 20 minutes. He towed my car to dealership. He apparently was familiar with Carshield because he told me he would provide me with all information they requested and leave my receipt of payment in the sun visor which he
  I have sent info twice to them since the incident and have not received payment of my 75 dollars. The charge was 100. I told first to send to records. Then told some time later to send to reimbursement dept. I have been waiting June 15th I resent on Oct 6th. I have not received anything. Not even an email. Please help me. I have paid them thousands of dollars and cannot get a 75 dollar check. ?? sorry sent wrong picture. I have a photo but do not know to send.

  

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

  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.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 12/01/2023

  I have spoken to representative of Carshield. They have received my information and said they will send a check in the mail. Thank for you prompt reply 

  Customer Answer

  Date: 01/12/2024

  I reported two months ago about paying Carshield thousands of dollars since 2019. I have used them only twice. In May I used them a second time for a tow. They called someone, who kept me waiting for well over an hour and then cancelled the tow. I had to find someone in the town I live in who arrived within Twenty minutes. The fee was 100 dollars, I was to be reimbursed 75 dollars. I complained to you in November and received a call from someone saying he represented Carshield legal team. However, I have not received a check yet. His name was. ************************* in November who said I would get a check, however I have not received anything nor heard from this man anymore. I sent him an electronic copy of my receipt and have not heard or received anything from him. I even called his number in December and nothing. I am done with Carshield. They are totally dishonest.

  

  Business Response

  Date: 01/15/2024

   

  The employee named in your complaint is an employee at ******************** (AAS), not CarShield. 

  We have forwarded your concerns and someone from AAS will reach out to you shortly with a status update.

  Customer Relations

  

  Business Response

  Date: 01/15/2024

   

  Please see the attached confirmation that a check was delivered to your address on 12/4/23.  Please contact AAS with any questions or concerns. 

  Customer Relations

  Customer Answer

  Date: 01/16/2024

  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,
  
  *************************** have received check. Thank you

• Initial Complaint

  Date:11/24/2023

  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 Shield as a warranty service protection plan. The end of August 2023 my car made a noise so i immediately took my car to my repair shop which was about 30 seconds from where I was. I live in a small rural town so it was close. The check engine light never came on even when I heard the noise. My mechanic said my car needs an engine replacement . Car shield is saying I drove the car knowing it made a noise. I told Car Shield I was about 30 seconds away from my repair shop and the check engine light was not on. I was told alot can go wrong in 30 seconds and since I drove it they will only pay 1400 dollars for repairs. They said, even though I was that close i should have called a tow truck. I have disputed with Car Shield and they have rejected my claim everytime. I got this policy for protection for cases like this, trying to be responsible. I am always current on my oil changes and take very good care of my car. I feel they should replace my engine like the policy they stated.Thank You,*****************

  

  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. 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: 11/30/2023

  Complaint: 20912296
  
  I am rejecting this response because:
  
  Driving the car 30 seconds to the repair shop after I heard a sound from engine and the check engine light never came on, car was drivable.  I got this policy for issues like this. No one would call a tow truck 30 seconds away from their repair facility.  I am current on my oil changes and take very good care of my car.  I got this policy specifically if something like this happens.   
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/30/2023

   

  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 Answer

  Date: 11/30/2023

  Complaint: 20912296
  
  I am rejecting this response because:
  
  I have done the proper procedures with Car Shield about a resolution.   They are saying with me being 30 seconds away from my repair shop I should have called a tow truck even though the check engine light never came on and the car was completely drivable.  Car shield has rejected my claim to repair my car with an engine. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/24/2023

  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.

  They pay celebrities to say get coverage before your car breaks down and they will pay but thats FALSE. They ask you to provide as much documentation as possible & you comply to prove theres no negligence on your behalf but instead they comb thorough thru all the paperwork carefully to look for an excuse not to pay. So make sure your car hasnt presented any error codes EVER , even WITHOUT your knowledge as they put it because its considered a pre existing condition and wont be covered once the car breaks down. Even if that code presented once 20k miles ago with no warning lights or breakdowns during that period as in my case which couldve possibly been due to a glitch. I bought the carshield warranty in Aug after I paid over 2k for spark plugs and a coil replacement after my first extended warranty had already expired. I had no other issues with my car until this past Oct when I had a breakdown. After about a month at the dealership I was informed my car needed a new transmission for $15k. I bought car shield before my car actually broke down but they denied my claim because they insist it was a pre existing condition which was caused by a slow failure as they put it after I had the claim escalated. Its really unfair that they mislead people and use loopholes to getaway with it. Even the dealership disagrees with the decision. To add insult to injury, they referred me to their handbook where I can get information to take them to court if Im not happy. I guess they have it figured out.they know people cant afford to waste more money

  

  Business Response

  Date: 11/30/2023

  /We appreciate you 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

• Initial Complaint

  Date:11/21/2023

  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.

  Called Car Shield on Oct. 2023 about Steering going out on a Ram Dodge 2013 1500. They sent a tow truck from Cobbs Corner in Waycross GA. They told us that Steering was not covered by our Gold policy. It Took one month to find a part for the truck. They are not the Co. they say they are and now I am out ,2000 dollars. I also got charged for towing.

  

  Business Response

  Date: 11/22/2023

  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, the repairs called in by your chosen repair facility were not listed for coverage under your contract terms. A list of covered components can be found in Section B of your contract which we have attached for convenience. Neither AAS or CarShield can cannot control how long it takes for a repair facility to get parts the ordered or the time it takes them to diagnose and repair vehicle. AAS also notes they have not received your tow invoice to review for reimbursement. 

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

  CarShield has not violated the terms of the contract in anyway.  However, in an effort to resolve this matter, CarShield will refund your last 10 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 a* **********************

• Initial Complaint

  Date:11/21/2023

  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.

  October 3, 2023 I contacted the company for a issue with my car, I filed a claim and had my car towed to one of their repair shops. The shop said they did not work on electrical issues, I again call carshield and they have me tow my car to a second preferred shop. I was charged $100 and told that they could not work on my vehicle. To this day I have not been contacted about my claim, my vehicle is still not running. I want a full refund because this service is fraud. The shops that work on vehicles are not equipped to work on ********* ******** Dealerships do not take this service because they believe its fraud. I was told I could choose who and where I want to get my vehicle repaired. They have taken my money for 9 months and can not offer repairs on my car. I want a full refund.

  

  Business Response

  Date: 11/27/2023

  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. Neither of your chosen repair facilities diagnosed a coverable failure or followed the claims process.  You then chose not to take your vehicle to the suggested repair facility (******* Foreign Car Service) and instead took your vehicle to a repair facility who refused to work with your CarShield contract. 

  Carshield and your administrator, American Auto Shield, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  This is clearly outside the control of CarShield.

  We see that you have already cancelled your contract. Although CarShield has no contractual obligation to do so, CarShield will refund your last 5 payments in an effort to resolve this matter. This will require your signature on a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  ********************** 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:11/21/2023

  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.

  Warranty company refusing to authorize covered vehicle repairs after three weeks of trying. Warranty company continues to deny repairs stating that the repair facility has not submitted requested documentation. Repair facility has in fact repeatedly sent the information requested and has decided after weeks and multiple submissions to not continue to try to resolve this issue with the warranty company.

  

  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, 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. 

  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. 

  American Auto Shield has paid $1,280.55 in claims on your behalf. Since that number is greater than what you paid into the contract, there is no refund due. 

  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:11/21/2023

  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.

  these guys are only interested in sheilding their wallets! we have had this car less rhan 2 mo th. they called for matienance records. wich having the car less than 2 month we didnt have acess too. any way theres no heat and the transmissiin oil ****** sprung a leak. they refused to fix the heat evennthough we was told it needed a new heater core a covered part. and evennthier own represenative said it needed to be reolaced but refuses to fix it. now on to the heater core they approve how ever our deducrible is only supposed to be 200. we are being asked to pay over 400!!! they cimolained ablutnlabor time.and the car part anythung they could. after talking to the adjuster on the phone with the shop.we came to the arranged deal they would pay like 200 and we qoul pay our deductible and i belive it was like 20 bucks over. they complained they was trying to charge to much for the part and demanded one at manufatures retail price. then quibbled about the the labor hours our shop said would take to put it instating their guide they use said it should.only take 2.5 hours not the 4 stated by the garage. then short changed them.on the trans fluid need to put back in offering 11 bucks vs the 18 the shop wanted... why arrwe paying for a warranty that will not cover repairs that are stated coverd but asking us to pay more than our deductible

  

  Business Response

  Date: 11/22/2023

  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. *** has stated the claim decision is correct based on the diagnosis provided by your chosen repair facility. Coverage for transmission cooler was applied correctly. Denial of heater core due to part being clogged and not leaking would be correct per terms of the contract. Heater core would only become plugged due to rust/corrosion/contamination of coolant due to lack of maintenance and these would be excluded under the terms of the contract. Any non verifiable labor and part pricing ******** from your repair facility are not be covered under the terms of the contract and would be valid out of pocket costs to you.

  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

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

  Customer Answer

  Date: 11/22/2023

  Complaint: 20900529
  
  I am rejecting this response because: one you did. not cover the eniter cost of repair or part our deductible.is only 200 but we are being asked to pay 400. wich is not correct. we should be paying only 200 dollars the fact your demanding mfg retail on the part is not what  part shops charge  and even stated you could send the part wich we was in agreeason to then turned around said you couldnt send it because it was freight only wich idk what that even means. secondly your refusing to pay the total labor cost wich under our contract which we have looked at does state parts and labor cost period none of this ohh we are only going to pay this much for this part and this much for labor based on potentially outdate books on cost and or labor far as the heater core goes that was not a matienance issue. we have only had the car for about 2 months. and its been under contract from the day we got it and its a covered repair even your own represenatative stated it needed replaced. also the contract does not state anywhere in it the heater core had to be leaking to be replaced. and im poaitive its not a contamination or blockage or one the other issues you stated because we performed said flush our self after asking if we could do it our self and nothing came out except fluid not debires nothing unusual at all  that would cause the  heat not to work except a bad heater core as the shop has already stated to you. just pay for the repairs our cintract said was covered when we got it cand pay it fully over our deductible of 200 plain and simple. heck you guys are a top rated company and i hate to say it but the hole in the wall company we had on our other car paid what they was supposed to as their contract stated no matter what the issue was unless it plainly stated it was not covered. and both issuesare statee covered in our contract.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/29/2023

   

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

  CarShield will refund your payments in full with a voided authorization and upon 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

  

  Business Response

  Date: 11/29/2023

   

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

  CarShield will refund your payments in full with a voided authorization and upon 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: 11/30/2023

  Complaint: 20900529
  
  I am rejecting this response because:
  look i just want you guys to pay fully for the repair as stated in the contract our deductible is 200. now i talked to the adjuster got stuff squared then you guys called the shop back after myself and the shop being on the line with the representative. after all was said and done you guys called the repair shop back apparently and changed the agreed upon deal yet again and we are **** being asked to pay 400 dollars because you guys only sent 185 of the agreed upon amount. we also at that time had agreed we would pay 250 ang you guys was to pay the rest. heck we paid 4000 for a whole new transmission after our deductible because they didnt cover one part. and we are being asked to pay 400 for not even a new transmission just a cooler wich is way less. so something isnt right here. please just pay for the repair thats covered and already approved in the full amount over what we stated we would pay over our deductible which was a total of 250 
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/06/2023

  good faith i think not the trans.ission oil cooler theybapproved still hasnt been fixed because they are not fully paying their part of the repair our deductible is 200 but to get it fixed we have tobpay 400 out of pocket vs our 200 deductible because they are not paying their share. they keep wanting us to cancle the contract wich we will not do that the only option they gave us vs paying thier share of the repair wich theu said they paid but did not pay fully  we should.only be paying 200 as per our deductible not the 400 the shop is trying to make usbpay becaise they refuse to pay theor full cost pf the repair

• Initial Complaint

  Date:11/21/2023

  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.

  This business will not quit sending mail after I asked them not to. By their own letter I spoke to them and yet they will not stop. I ask that they leave me alone. The vehicle in question was totaled and there was a death. How do you make the predators stop harassing people

  

  Business Response

  Date: 11/21/2023

   

  We have added your information to our do not contact list. In order to be sure you will not receive another mailer, please send a copy of the mailer you received so we can take you off the list by the customer id number location in the top left corner of the mailer. You can send the copy to *******************************. 

  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: 12/26/2023

  I am being bombarded by spam email that comes from different emails. I want them to stop. Their spam emails cannot be unsubscribed from unless your write a letter, that is bs

  

  Business Response

  Date: 12/27/2023

   

  Please send a copy of the mailer you received to ******************************* so that we can further investigate this matter.  

  Customer Relations

  Customer Answer

  Date: 12/27/2023

  They will not stop sending these emails from other peoples email addresses. When you hit block sometimes 5 other spams from other companies spam

  

  Business Response

  Date: 12/28/2023

   

  We have also blocked your email so you will not receive any emails from us. Please allow 10 days for the system to update. 

  Customer Relations

  Customer Answer

  Date: 12/29/2023

  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:11/21/2023

  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 2 months to H31**34363234333237**H on 2 policies. The reason they said they sold me 2 policies is that one policy doesn&#**;t cover electrical parts. It lead me to pay $280 a month. I have an issue with my vehicle and trying to get it serviced. Every mechanic has told me that they won&#**;t pay their bills. The mechanics I talked to said they have several cars with H31**34363234333237**H and H31**34363234333237**H tells them to break down the engine and it leaves the customer without payment for the ***********************. So ********************** said they would email some mechanics that they deal with and I never received the email. So I can&#**;t get anyone to service my vehicle. Then I found out I had to have so many miles on my car before they paid for my car to be repaired. My heating unit went out before this on my car and they would not cover it. I would like a refund of all my money that I have paid H31**34363234333237**H.

  

  Business Response

  Date: 11/21/2023

   

  Carshield and your administrator, American Auto Shield, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  There is nothing that CarShield or AAS can do to force any repair facility to work with you. This is clearly outside the control of CarShield. 

  CarShield has cancelled your contracts and 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

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