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:11/08/2023

  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.

  Purchase and extended warranty Oct 17, 2023.Was informed that i could use it after 25 days or 500 miles. So I called car shield directly to make a claim and it was denied because it has to be both! I spoke to a supervisor because Im at day 20 and ask could I file then, and he replied no it would be a pre-existing condition! However he also stated the mileage is really not a big factor as it is more of the date/timeframe!! Then why put 500 miles in that clause!! However the lady I filed the claim with should have informed me that I am not eligible for any claims, so now instead of saving money as they stated Im stuck with paying a dealership $273 for diagnosing my vehicle before they can release it. From Nov 6 -11 disqualified me for a claim. Poor customer **********************, I understand why they do that, but in this case I just paid for something I cant use and feel very swindled about this matter, ** being punished for being honest and thats not fair!!

  

  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. 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.  You were 20 days into coverage when breakdown was reported on a 25 day waiting period for the contract. This concern and any future claims related to this concern would have no coverage going forward and would be considered pre-existing failures during or prior to waiting period being met.

  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:11/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with them for 5 years. In the 4th year, I had a claim with my suspension system, they didn&#**;t cover the claim and I had to pay $800. I called to cancel my coverage with them and they told me to keep it. I had another claim and took it to the H34323430373131****35Hhip, they requested that I take the motor out of the car and the H34323430373131****35Hhip was going to send them pictures. If H31**34363234333237**H didn&#**;t pay the bill, I would have to pay them. ******* at H31**34363234333237**H told me that they do everyone like this and told me to go ahead and do it. When they took the motor out of the car, they sent the information to H31**34363234333237**H and H31**34363234333237**H denied my claim. They would not put my car back together or tow my car back to my house. I would like for H31**34363234333237**H to fix my car and refund me my $2800.00.

  Customer Answer

  Date: 11/08/2023

  We drove our vehicle into ************************* dealership expecting to get it fixed.  Car Shield had them to break down the engine and take pictures and send to them.  The technician, ************** *************), was very disappointed that Car Shield refused to fix the vehicle cause the motor wasn't in the condition that they say it was in.  We asked Car Shield if they would at least put the engine back together so we could drive it home or have it tolled home and they told us NO, they couldn't do either.  We were very upset and ended up cancelling the contract,  We been with them for 5 years and couldn't get any help. It was heartbreaking to know after all this time they wouldn't help us at all. I also had to drive my truck with my trailer to load the engine up and bring it home because the toll truck couldn't bring it.

  

  Business Response

  Date: 11/10/2023

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. ******************** has informed us they will be reaching out to you regarding this matter shortly. 

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

  Customer Relations

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

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
   We have reached a settlement and Carshield said they will get in touch with the Better Business regarding the complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  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 9/21/23, I signed up for a "Platinum" policy with CarShield, and paid $89.99 for the first month/"free introductory period." On 10/19/23, I called to cancel the contract and get my money back.I told the agent I spoke to, "******," that I hadn't had time to thoroughly read the policy, but I wanted to cancel so I didn't lose my money, or have to pay a $75 cancellation fee. He said there was never a cancellation fee - he confirmed that several times. But I still said I wanted to quit.Ultimately, ****** offered to extend my introductory period through 11/5/23, to give me more time to decide. I was suspicious that he just meant my next payment would be delayed, but he made clear he was extending the free, money-back introductory period. He explicitly said I could still cancel and get my money back during this extended period. I called the next day and spoke to a different agent, who confirmed that this change to my policy had been made.I called on 11/5/23 to cancel, but no one answered, because it was Sunday. So I called the morning of 11/6/23. I was told the policy was cancelled, but I would nit get my $89.99 back. A supervisor was supposed to call me back, and I missed that call on 11/7/23. I called back and spoke to agent who said she was able to message a supervisor while I waitrd on hold. She came back to say the supervisor had reviewed the two calls, and said the agent had clearly gone over the policy with me. I don't believe this agent even messaged a supervisor. Not enough time passed while I was on hold for them to have reviewed the calls, and no one who listened to the calls could possibly say the original agent hadn't extended the money-back introductory period for **** was promised that I could get my $89.99 back if I cancelled by 11/5/23. Them not answering the phone that day meant I could cancel on 11/6/23, which I did. If the phone rep messed up, that's on him, but this is the whole point of recording the calls.

  

  Business Response

  Date: 11/08/2023

   

  Your contract has been cancelled and will be refunded in full. Please allow **** days to receive the refund. We are sorry to lose you as a customer **********************. 

  Customer Relations

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

  Customer Answer

  Date: 11/12/2023

  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.  Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I can do a 30 day trial and I would receive a refund of my initial payment of $150 if I did not want to follow through with the coverage.I have called 3 times with 3 different reps and they each would not let me do my refund because they didn't think I "should" and then hung up on me.

  

  Business Response

  Date: 11/08/2023

   

   Your contract was cancelled as requested yesterday November 7, 2023. Your refund will be credited to the card on file within 3-5 business days. 

  Customer Relatons

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a member of Car Shield for years. Every month I paid them $64.49. Around the first of October, my truck started knocking. I took it to the mechanic shop that Ive used in the past. I was told that the truck lost oil pressure and the lifter was knocking. Was told that the motor needed to be rebuilt. Estimated cost was around $4000. (The Shop Auto Repair of Trumann ..************). The Shop called Auto Shield to give them the estimate on fixing it. CS sent an inspector to examine the truck for the repairs. The inspector didnt even start the truck to listen to it running. Later, got a call from CS stating that they wanted me to have the motor torn down (at my cost) so they could examine the internal parts. The drive-train is covered by CS . Theyre not standing by what is advertised. Car Shield is a scam and not covering the costs of repairs theyre supposed to. I called them many times to complain about them not covering my truck to no avail. I am disappointed with them. I told them to cancel my contract with them because they were not standing by their word. Please help me get them to stand by their word if anyway possible. Sincerely, *************************

  

  Business Response

  Date: 11/10/2023

  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 repair have not been authorized because there has been no RDI (remove, disassemble and inspect) or cause of failure shown.  In order for your claim to move forward, the claims process has to be followed. 

   Your contract has already been cancelled as requested. As a resolution, CarShield will refund your last 10 payments upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

   

   

   

   

  Customer Answer

  Date: 11/15/2023

  I will settle for $ *****. Dollars.

  They have false Advertising

  On all of their commercials.

  Customer Answer

  Date: 11/15/2023

  I will settle for $100. Dollars 

  Customer Answer

  Date: 11/15/2023

  I will settle for $1'000. Dollars

  Then I will give them a release 

  

  Business Response

  Date: 11/16/2023

   

  CarShield accepts. Please allow 10 days to draft the Agreement. We will email to the address on file for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 12/01/2023

  I still have not received my refund in the amount of a $1000.00 I have checked my emails and I have not received anything from Carshield. 

  

  Business Response

  Date: 12/01/2023

   

  Your Settlement Agreement and Release was emailed to you today 12/1/23. Please check your email and sign the Agreement electronically so we can issue your refund check. 

  Customer Relations

  Customer Answer

  Date: 12/12/2023

  I haven't received any compensation and I checked my email for more information.  

  Customer Answer

  Date: 12/12/2023

  I have not received the check yet and I will wait until Friday 12/15/2023 to inform BBB if I received it.

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car shield extended warranty on September 8, 2023 are experience transmission problems called car shield stand for me that the transmission would cover. I went to their website and selected a repair shop off of their preferred list took my vehicle to the repair shop, they told me that they were a preferred vendor for car shield upon diagnostic. It was determined that my transmission had torque converter failure. Call Jorden from the repair shop to tear the transmission completely down and give them a full list of parts needed to repair the transmission once the transmission was out of the vehicle and torn down Car shell refuse to pay to rebuild the transmission and informed me that they would get a used transmission to put in my vehicle. I refuse to have a used transmission. We settled on a rebuilt transmission with a three-year warranty hundred thousand mile warranty. I agree to that the transmission was delivered to the repair shop Installed it to my vehicle. The transmission did not operate correctly dish repair shop in foreign car shield that the transmission was not working. I was in a rental car from the two weeks after I drop the car at the shop call Short informed me that it would be another two weeks for them to read read send a new transmission out Again a rebuilt transmission. They received a transmission and installed it into my vehicle. Three weeks later I get my vehicle out I drive it for two days and the transmission started to slip. I noticed a puddle of fluid in my driveway. I returned it to the repair shop and was informed that the rear seal was leaking on the transmission call car shield. They told me I had to start a new claim I asked them about the car rental. They told me to stay in the rental and they will extend the rental more than the original 14 days. I had to rent a car for a total of *************************************************** that car shield would not pay for the rental, they were only paid for 14 days three weeks later I get my vehicle back return the rental and the rental car company charge me $1200 for the rental. I am foreign car shield about the situation and he told me that the parts and vendor would pay for the rental because of their mechanical breakdown , Ive gotten nothing but runaround from that point forward Im seeking a refund of the monies I spent for the warranty, the monies for the rental and an apology from car shield for the word service Ive ever experienced in my life

  

  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. 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:11/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had H31**34363234333237**H for over 2 years and when I needed help with my car repairs, the rep said they have 5 bankruptcies and another company, Exclusive H323435**31313438**35H ******** took over and said he can get my money back. I want all of my money back because it&#**;s a ripoff.

  

  Business Response

  Date: 11/06/2023

  Thank you for bringing this to our attention.

  CarShield is in no way associated with Exclusive National ********* CarShield has not filed bankruptcy. The person you spoke to obviously worked for another company. 

  We see no notes regarding a claim started on your behalf for either contract. If you wish to start a claim, please have your repair facility contact your contract administrator 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:11/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began paying CarShield in November 2020 and purchased an extended warranty for $100 per month. I've maintained business with them and continued to pay my premiums. Now, I need repairs on my covered vehicle, and no mechanic within 100 miles are willing to touch my vehicle or do business with Carshield. I contacted Carshield directly for a list of approved mechanics (even though my contract states I can choose ANY dealer or ASE certified mechanic). Carshield provided me with zero results in my city (*******, **) and only 3 in ****************. I called all 3 and they advised that CarShield was a scam and advised I stop paying for my policy.

  

  Business Response

  Date: 11/07/2023

   

  A member of our team will be reaching out to you to assist in locating a repair facility in your area that has worked with CarShield coverage in the past. 

  Customer Relations

  Customer Answer

  Date: 11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two weeks ago, I noticed that the check engine light in my 2012 Kia Soul had turned on, and the engine had started to make unusual knocking sounds. Concerned about the condition of my vehicle, I took it to Kia Chantilly for a diagnostic evaluation, for which I paid $590. After their assessment, I was informed that my car required a new engine, and that Car****** owed them money, preventing me from proceeding with the necessary repairs through this dealership.
  
  Subsequently, I sought an alternative option and decided to engage with King Kia in Gaithersburg after confirming that they had a working relationship with Car******. On October 30, 2023, I brought my vehicle to King Kia for further inspection and repairs. Unfortunately, one week later, on November 6th, I received a call from the dealership indicating that the engine was indeed in poor condition and needed replacement. They also informed me that I needed to pay $850 for an inspection to determine the specific damaged part, which Car****** would not cover. Additionally, I was advised that I would have to bear the cost of reassembling the engine after replacement, amounting to an extra $2,000.
  
  Upon contacting Car****** to seek clarification and assistance with these unexpected expenses, I was informed that they would not cover any of the incurred costs. Their explanation was based on the fact that I had driven the vehicle to the dealership after the check engine light had turned on, which they considered "continuous driving." According to Car******, this rendered my claims ineligible, as it was viewed as driving on a potentially damaged engine or part. This policy interpretation appears to be unreasonable and counterintuitive, as it implies that any use of the vehicle after the check engine light comes on would void coverage.

  

  Business Response

  Date: 11/08/2023

  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 claim is currently being worked by the adjuster. It has not been denied or marked inactive.  The adjuster has just requested the cause of failure and freeze frame data for codes set in addition to your statement and service records.  To date, you have not provided service records to include the one from AAA when possible head gasket failure was reported with the same inception miles on the contract.  Adjuster spoke with AAA directly and confirmed vehicle was there for this and this invoice still has not been received by AAS. Furthermore, AAS needs your authorization for tear down for inspection to verify failure and rule out any contract exclusions.  You have not called in to provide your statement, your chosen repair facility has not called back in with the freeze frame data or the cause of failure. Please contact AAS at your earliest convenience to provide your statement and please have your repair facility provide the requested information. 
  

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

  Customer Relations

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

   

  Customer Answer

  Date: 11/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I haven't received any proactive contact from either my repair shop, Car******, or ******** **** ******. I had to initiate the communication in each instance. When I reached out to ******** **** ******, I was informed that I'd be responsible for an $850 charge for the engine teardown and an additional $2,000 for the reassembly. This came as a surprise, as my policy states a $500 deductible for engine-related issues, and I was told this deductible wouldn't apply in this case, meaning I'd have to cover thousands of dollars for the teardown and reassembly without any reimbursement.
  Adding to my concerns, as soon as the check engine light came on, I acted responsibly and immediately stopped the car. I then promptly contacted Car****** for guidance and assistance. However, I was also informed that my claim might be denied due to driving the car with the check engine light on. Nevertheless, I had previously contacted Car******, and they advised me to drive the car to any authorized dealer for diagnosis or repairs.
  To complicate matters further, after reaching out to Car****** via Facebook, I was informed that ******** **** ******'s information was incorrect, and my $500 deductible should indeed cover the costs of the engine teardown and assembly. Unfortunately, by that point, I had already retrieved my car from the repair shop, where it had been for over a week. Despite these developments, I still haven't received any contact or information regarding my options from either Car****** or ******** **** ******.
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 11/08/2023

   

  As stated in our previous response,
  ******** **** ****** 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
  contact them directly at ************, by mail at **** **** ***** **** ***, Lakewood, **, *****, by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  Customer Relations

  Customer Answer

  Date: 11/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Already contacted them and there's no one to talk to. I pay Car****** and Car****** sold me this policy, you should be able to answer simple questions or refund my policy payments as this is a scam and a fraud. If you cant, that's fine - that's why we have BBB and the court system.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:11/06/2023

  Type:Product 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 joined Carshield for like six or seven months. I thought that I did not have coverage on my car, but I did have coverage. So, I called Carshield a few months ago and requested to cancel their services and request a refund since I did not use their services. I was told that I had to cancel within 30 days in order to receive a refund, but I was never told that. I would like to be refunded in the amount of $534.00

  

  Business Response

  Date: 11/06/2023

  Your monthly payments to CarShield provided mechanical breakdown coverage for your vehicle. Much like regular car or health insurance there is no refund because there is no claim filed.  You contract clearly states that you can cancel with a full refund within 30 days of purchase. You did call on 6/9/21 and wanted to cancel but you were offered a discounted monthly rate and decided to keep coverage.  Your contract was cancelled when you called again on 3/17/22 and requested cancellation. 

  CarShield has no contractual obligation to refund any payments. However in an effort to resolve this matter, we will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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