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:11/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased car shield extendent warranty for my audi car. When I called to ask about the product and advised them that my mechanic is the dealer. Are they willing on paying dealer prices, the answer was yes. I spoke to 2 different representatives on the phone.They both agreed that car shield pays dealer prices and they pay 100%. I am only responsible for $100.00 deductible.On Friday the 10th of Nov, I called into car shield and asked if an engine mount and wishbone bushing was covered.They told me that engine mount is covered but the wishbone bushings is not.When I brought my car into the dealer today the 13th of Nov. The dealer price for the engine mount was $2162.71. Car shield told my dealer they will pay only $425.81 for the whole job and car shield will send in the parts to the dealer. So they will use refurbished parts and not original audi parts. I was livid. I called car shield and spoke to about 8 people ******, *******, ******, ********, *******, ******* and ****** (again). No one wanted to authorize the price of the dealer and kept transferring me to other departments. I asked to cancel the policy and refund me the money for the past 10 months I have been paying since the service they promised me was incorrect.They refuse to refund the money because its past the 30 days. If they would have advised me from the beginning that they wouldn't pay the dealer prices, I would have looked around for other extended warranty companies. I would like to know who can help me get my refund. I have to pay over $2000.00 to fix the issue my car is having. The money I paid car shield (who didn't keep up their agreement) I can put that money towards my car repairs. The total amount I paid is $1279.40. Thank You in advance

  

  Business Response

  Date: 11/16/2023

  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 adjudicated correctly as claim was authorized for vendor part pricing. Your chosen repair facility does not allow shipped in parts so claim was authorized at credit towards your repair.  Your repair facility also called in repairs for control arms that have no suspension coverage under your contract.  There is also out of pocket costs for labor. 

  You can move your vehicle to a repair facility that will allow shipped in parts and/or work with labor authorized otherwise you are responsible for the out of pocket costs for your claim.  You can also find a list of covered components in Section B of your contract. American Auto Shield has authorized $489.27 towards your claim. CarShield will refund 3 payments upon execution of a 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 ***************************************

  Customer Answer

  Date: 11/24/2023

  Complaint: 20864158
  
  I am rejecting this response because: When speaking to this company,(when I first signed on)  they advised me they will pay 100% for the repairs (I [pay the deductible of $100.00) to anywhere even a dealer (everyone knows a dealer is expensive).  Also the will use authentic parts.  They wanted to send in refurbished parts to the dealer.  No one not even a regular auto mechanical shop would put any refurbished non authentic parts in a car. They should add in their contract they use refurbished parts and also they(Car SHield) provides the parts.  If we (customers) will see that then we would have the choice of paying for their services.  The information the representative provided to me was not correct. I should be getting my refund for that.  I am thinking I have coverage for my car but not have to pay out of my pocket for non authentic refurbished parts.
  
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/29/2023

   

  Your contract clearly states on page 2 of 20k, paragraph 6: REPLACEMENT PARTS: WE may authorize the REPAIR FACILITY to repair or replace COVERED PARTS with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of YOUR VEHICLE at the time of repair. WE may choose to have parts shipped to the REPAIR FACILITY. If YOU decide to use the REPAIR FACILITY parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be YOUR responsibility. We have attached a copy of your contract for convenience. 

  In an effort to resolve this matter, CarShield will refund your payments minus claims paid upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

  Customer Answer

  Date: 12/08/2023

  hello the last time I was sent a update message was about a week ago. just wanted to know an update. Thank you *****

• Initial Complaint

  Date:11/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over 3 months my policy. When my car broke down the denied my case and cancel my policy. When I asked for the reason they said I modified the car. I said send another inspector to see the car but they didnt take my request in account and they just cancelled my policy. I never requested of my policy to be canceled. They unilaterally canceled it without my authorization.This is a breach of contract.

  

  Business Response

  Date: 11/17/2023

  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 correctly denied for modifications to the exhaust on your vehicle. There is also misrepresentation of the start mileage and the vehicle has a branded title to add to the reasons for 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. 

   Your contract has already been refunded in full. There is nothing further CarShield can do to resolve this matter. 

  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:11/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem we are having with carshield is that after getting a diagnosis of a blown head gasket from the Kia ************************* car she'll deny the claim after a lot of back and forth saying that we had the documents all in then we don't have a man that we do that we don't after they talk to the to the maintenance supervisor at the ************************* and after going through so much rigmarole it was totally obvious that they were not going to pay the claim and they didn't they did deny it stating that the bolts on the heads were stripped so I spoke with the main supervisor which he said that was not the case he stated that the boats look like that when they come out sometimes but the head gasket was the cause of the failure to the vehicle. All I'm asking is to get what I paid for no more no less.

  

  Business Response

  Date: 11/15/2023

  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. A cylinder head bolt failure/block failure is not a coverable failure per terms of the contract. A cylinder head gasket failure and sub damage to your engine would not be covered as a result of a block failure due to a casting issue or improper head bolt torque as this is not a mechanical failure of a covered lubricated engine part. Also, your chosen repair facility has not submitted sufficient diagnosis or RDI to show a failure of the head gasket other than showing 2 stripped cylinder head bolts which appears to be due to a casting issue with the engine block that allowed the bolts to back out, lose tension and cause head gasket to fail. This would be considered a manufacturer defect common to this model and year and would not have coverage per terms of the contract.

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

  As a resolution,CarShield will refund your payments in full 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:11/10/2023

  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.

  Misleading sales and advertising when I decided to purchase the warranty. Inconvenient claim process that took 2 weeks to deny a claim that was fully covered in the contract! Failed to cover repairs when it clearly was eligible to be repaired.

  

  Business Response

  Date: 11/16/2023

  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 correctly denied for lack of maintenance. *** invoice sent in shows your chosen repair facility added ***** oil additive to the vehicle with the prior maintenance. *** date on this invoice is clearly incorrect since it shows the day after breakdown.  *** last service per Carfax was almost exactly 3 years prior and only a few thousand miles. *** maintenance interval is oil could be changed at least once a year. *** has nothing showing this was done.

  We see that your contract has already been cancelled. CarShield will refund your last 2 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-**************. *** 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: 11/21/2023

  I am rejecting this response because:I know I properly maintained my vehicle which was fully operable for more than 8 years. I am awaiting maintenance receipts from the automotive shop where Usually service my vehicle but had a sticker from the previous oil change on my windshield. I initially had my car serviced on 9/21/2023, however, I did not keep the receipt and the automotive shop reprinted the receipt on 11/2/2023 for me. I was without a vehicle for almost 14 days which was an inconvenience and the contract clearly states they would cover
  rental fees. I commute daily to several different rental fees. I commute daily to several different locations for my employment and I need to be compensated for those days without a car. Also the mechanic clearly stated that there was no sludge on the engine and sent a picture of the inside. The contract is a legal binding document and I would like to be provided with full service to fix my engine which was covered along with rental reimbursement fees. I will provide the maintenance receipts tomorrow as its been hard to get around.

  Customer Answer

  Date: 11/21/2023

  I am rejecting this response because:I know I properly maintained my vehicle which was fully operable for more than 8 years. I am awaiting maintenance receipts from the automotive shop where Usually service my vehicle but had a sticker from the previous oil change on my windshield. I initially had my car serviced on 9/21/2023, however, I did not keep the receipt and the automotive shop reprinted the receipt on 11/2/2023 for me. I was without a vehicle for almost 14 days which was an inconvenience and the contract clearly states they would cover
  rental fees. I commute daily to several different rental fees. I commute daily to several different locations for my employment and I need to be compensated for those days without a car. Also the mechanic clearly stated that there was no sludge on the engine and sent a picture of the inside. The contract is a legal binding document and I would like to be provided with full service to fix my engine which was covered along with rental reimbursement fees. I will provide the maintenance receipts tomorrow as its been hard to get around.

  

  Business Response

  Date: 11/27/2023

   

  As stated in our response to your [BBB]complaint, American Auto Sheild is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here:  **************************************************

   If you wish to accept CarShield's offered resolution, please email *******************************.

  Customer Relations

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

   

  Customer Answer

  Date: 12/12/2023

  See Documents Attached

• Initial Complaint

  Date:11/10/2023

  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.

  Back in July, 2023, I begin experiencing issues with my 2017 ******* Santa Fe, limited edition whereas I contacted carshield to have my vehicle towed to the dealer. In September, 2023 Carshield determined along with my mechanic, the engine was bad. Carshield under the warranty program arranged for me to have a rental at the end of September, 2023 for 1 week (Notice I am still going through a process from July to September, 2023) The Adjuster from Carshield stated I was to have my vehicle back by the 1st week of October. Note this did not occur nor did a Carshield representative contact me or my mechanic to advise of any delays. After 2 weeks into October, 2023 and not hearing from a representative, I contacted Carshield whereas I demand the calls are recorded for quality assurance, the representative stated to me they do not speak with the "Paying consumer" they can only divuldge information to the mechanic (My question is, Do the mechanic pay the monthly bill for the services or do I?). My mechanic then called and they stated the "refurbished engine" will now arrive at the end of October, 2023. At this point, I have dished out over $1,600.00 in rental fees because carshield DID NOT COVER my rental as they stated they would when I signed up for the program. Not only did I have to spend an exorbitant amount of money plus my monthly carshield payment, CAR shield sent my mechanic a "DRY" engine with no oil otherwise known as a "Lemon". Now I am STILL renting a car and paying a "SCAM" of a company. I am a consumer that tries to live by principal, respect, and truth and this company is a total gimmick. I am demanding my money back for the cost of my rental and for carshield to continue to pay my out of pocket expenses and cover a NEW engine. CARSHIELD placed my life at risk for even sending an engine like this and my mechanic has ALL of the back up. Enough is enough., I am seeking damages.

  

  Business Response

  Date: 11/16/2023

  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 claim was correctly authorized for parts and verified labor.  Your rental was authorized for the maximum allowed by your contract.  Any delays were caused by you for not providing records and approving out out pocket cost and part options. Delays due to your chosen repair facility would not qualify for any additional rental over the contract maximum allowed. Parts not listed for coverage and non-verifiable labor as well as rental outside of contract terms would all be considered 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 ***************************************

• Initial Complaint

  Date:11/10/2023

  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 want to express concerns and dissatisfaction regarding the business practices of CarShield. Numerous reviews available online suggest that CarShield is allegedly engaged in deceptive practices. Upon engaging CarShield's services, it became apparent that the actual entity overseeing the claim agreement is ********************, a separate company. This critical information is not adequately disclosed to clients until they receive the formal contract.The claims process with ******************** it is problematic. The company consistently denies claims, often attributing the failure to a specific part deemed uncovered. The determination of this alleged uncovered component appears subjective, leading to the rejection of claims. Notably, all communication is conducted verbally, with refusals to provide written documentation.Instances have been reported where claim approvals, conveyed via text messages, were subsequently revoked, with the explanation that the initial approval was an automated message and held no validity. Additionally, delays in payment disbursement are recurrent, accompanied by various justifications. Clients find themselves caught between the operations of two distinct companies, resulting in a lack of proactive assistance.I am enduring a protracted period of over three months with a vehicle in a repair facility, without resolution. Two separate claims have been denied, citing the alleged cause of failure, including non-covered items, which subsequently serve as grounds for the denial of other covered items. This pattern suggests a disconcerting modus operandi that can be characterized as deceptive and lacking transparency.I vehemently objects to such practices and I demand a full refund of all payments made to CarShield. The experience has been marred by what appears to be a systematic effort to exploit loopholes and impede ***************, constituting practices that are concerning and potentially unlawful. The undersigned insists on the immediate rectification of this matter and restitution for the financial losses incurred as a result of engaging with CarShield.

  

  Business Response

  Date: 11/16/2023

  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.  The decision made on your claim was correct. The diagnosis and estimate provided by your chosen repair facility was for a dry clutch failure to your transmission. This a common failure for these vehicles and is associated with the dual clutch system. Dry clutch components including actuators and external transmission components do not have coverage per terms of the contract.  Your claim was authorized correctly for wheel hub bearing failure which coverage is provided under the contract. Dry clutch repairs and associated failed parts would be out of pockets expenses per your contract terms.

  AAS has reported the partial denial will stand. 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 2 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: 11/20/2023

  Complaint: 20853826
  
  I am rejecting this response because:
   
  I am writing to express my disagreement with the proposed settlement in connection with my claim under the terms of my extended vehicle service contract with Carshield. I appreciate the efforts made thus far, but there are significant concerns that I believe need to be addressed for a fair and equitable resolution.
  Firstly, as a consumer, I have encountered difficulties accessing comprehensive details and a transparent history regarding the status of my claim. The information provided by different representatives over the phone has been inconsistent, leading to confusion and frustration, my car is at the shop since July 28th, and a loaner or rental was not provided. I believe it is my right as a consumer to have access to accurate and detailed information about the status and progress of my claim.
  On two occasions, I received text messages indicating the approval of my claim for covered items, only to later receive contradictory notifications stating that the same claim had been denied. This lack of clarity raises serious concerns about the reliability and consistency of the information provided by Carshield. I seek clarification on the process that led to such conflicting messages and request a thorough explanation of the approval and subsequent denial of my claim.
  I am troubled by the apparent discrepancy between the contractual terms of my service agreement and the information provided during the sales process. The contract mentions ********************, a detail that was not explicitly communicated by the salesperson at the time of purchase. I believe this omission is misleading and may be intentional, potentially leading consumers to confuse the two entities with similar names. This lack of transparency raises questions about the integrity of the sales process and the information provided to consumers.
  I received the contract several days after confirmed and made payment. This delay in providing essential contractual information inhibits a consumer's ability to make an informed decision and raises concerns about the transparency of the sales process.
  One of the covered items in my policy, the shift control module, has been denied on the **************** a non-covered item, which contradicts the terms outlined in my policy. I find it perplexing that a covered part would be denied based on erroneous grounds. Previous denials citing a wire harness as a non-covered item add to the inconsistencies in claim processing, further diminishing my confidence in the fairness of the evaluation process.
  In light of these concerns, I kindly request a full refund of the amount paid for the extended vehicle service contract. The lack of clarity, inconsistent information, and apparent discrepancies in the claims process have eroded my trust in the services provided by Carshield.
  I trust that you will thoroughly investigate these matters and work towards a fair and satisfactory resolution. I appreciate your prompt attention to this matter and look forward to a resolution that upholds the principles of transparency, fairness, and consumer rights.
  Sincerely,
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2023

   

  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 will refund your payments in full MINUS CLAIMS PAID upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  Customer Answer

  Date: 11/22/2023

  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.

  I just want them to disclosure what was the amount about the claims that was paid for and I dont have access.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2023

  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 provided the entire incident in detail in the document attached. I have been taken advantage of by Carshield and one of their recommended shops in *********, ** named Rook's Automotive. After having my transmission replaced by them I now have a bunch of issues with my car and engine that neither Carshield or the original shop will fix. I essentially have been without a car for three months, and now am dealing with heart issues because of all of the stress. I have detailed everything below in the document. I truly just want my car up and running again and don't feel it's fair that I have to pay for repairs that weren't completed correctly when they were covered by my Carshield policy. Any help to resolve this issue would be greatly appreciated. I am now $800 in the hole and Carshield has paid a shop to do work that wasn't completed correctly at all.

  

  Business Response

  Date: 11/14/2023

  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.
  

  Upon further review your claim adjudication was done correctly. AAS authorized the claim using all the repair shops supplied parts. There is a parts failure that was reported 1 month after the repairs were completed. The warranty on the entire repair is souly on the repair shop at this point. You will need to contact the repair shop to look at your options.

  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: 11/26/2023

  The business has not reached out to me at all to resolve this issue. Because of their shotty work I am now out a vehicle and out of money. They have not resolved the issue and are ignoring the fixes that need to be done which were caused by a repair facility that they recommended. 

  

  Business Response

  Date: 11/27/2023

   

   

  Upon further review your claim adjudication was done correctly. AAS authorized the claim using all the repair shops supplied parts. There is a parts failure that was reported 1 month after the repairs were completed. The warranty on the entire repair is entirely on the repair shop at this point. You will need to contact the repair shop to look at your options.

  American Auto Shield has authorized $4,353.08 in claims on your behalf.  Since that is double the amount  you have paid into the contract, there is no refund due. 

  Customer Relations.

   

• Initial Complaint

  Date:11/09/2023

  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 refused to pay the applicable repairs for my car. I took out the warranty approximately a year ago and the check engine light cam on Sunday, October 22, 2023. The car was toll to the dealership the following day and an inspector from CarShield came out that Thursday, October 26, 2023, later I was told by the service advisor at the dealership they were refusing to repair my car. No one at the warranty company (CarShield) will give me an explanation as to why my claim was denied. I have attached a copy of the service contract.

  

  Business Response

  Date: 11/15/2023

  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:11/09/2023

  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 had them for like 5 years. This time I have had to use them and no one will take the warranty. I was told that they will not cover the part. I canceled their services and they informed that they do not do refund. I would like to be refunded for the last five years of payments.

  

  Business Response

  Date: 11/13/2023

  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, there was no claim stared on your behalf.  There was an interaction number "IN676472" only for this matter when you called AAS to start claim and was advised to have your chosen repair facility call in with a diagnosis. You then called in the next day to check coverage on MAF sensor (Mass Air Flow) and  you were advised that was note listed for coverage under your contract. A list of covered components can be found in Section B of your contract.  We have attached a copy of your contract for your review. 

  We see that you have already cancelled your contract. The covered components are clearly listed in your contract.   CarShield has no contractual obligations to refund any payments. Neither CarShield or American Auto Shield have violated the terms in any way. Nonetheless, in an effort to resolve this matter, CarShield will refund your last 18 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:11/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been paying Carshield $155 a month for several months. In oct my car broke down and it was towed to the Audi dealer. My car is a 2011 Audi A5. They told me there was a problem with the engine and it needed to be replaced. I contacted Carshield and they told Audi they needed to tear down the engine to see what went wrong. They told me this would be at my expense. I was informed that this would cost me $2000 to tear it down. I'm 75 and live on a fixed income and don't have $2000. I was then told by Carshield they were dropping the claim. I need help. I live alone and I am without a car. What am I to do?

  

  Business Response

  Date: 11/14/2023

  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 called AAS to start your claim on 10/19/23. On 10/20/23, there were corrections made to the inception miles on your contract and the adjuster assigned to your claim requested all service records including towing plus your statement.  On 10/25/23, freeze frame data was requested from your repair after they stated your vehicle needs an estimate even though the estimate for the a timing chain. On 10/27/23, *** received a new estimate from your repair facility. *** then again requested your tow bill and RDI. (Remove, Disassemble and Inspect) You have refused to authorize RDI and your claim was moved to inactive.  AAS needs RDI performed to determine the cause of failure on your vehicle. 

  If you chose not to proceed with RDI, 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

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