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:11/06/2023

  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.

  They refuse the one claim, the person who sold me the contract that all electrical parts are included, they postponed it for *********************************************************************** have the runaround and cancelled my policy today. They denied certain things that weren&#**;t there. Now I have a ***** pound car as a paperweight. When I told them I wanted to dispute the resolution, they said no, you are denied.I would like for them to fix my car.

  

  Business Response

  Date: 11/07/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Your vehicle has a hybrid system component failure as listed in the name and manufacturer operation in the hybrid system as a Hybrid Generator.  Your contract does not list this component under electrical coverages and does not have appropriate hybrid coverage. Your repair facility ************* called in and verified this is not an alternator but a HSC Generator for the hybrid system and a wiring harness is needed for repairs.

  If you wish to dispute this decision,please contact American Auto Shield directly at ************, by mail at *************************************************, by email at ************************************ or see Section ** ******* Resolutions, of your contract. 

  You can choose to keep your coverage for future covered repairs or you can cancel your contract. If you choose to cancel, CarShield will refund your last 6 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

   

• Initial Complaint

  Date:11/03/2023

  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.

  Don't cover anything under the hood of the car like they say they do.

  

  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, the repairs needed for your vehicle are 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 your convenience. 

  We see that you have already cancelled your contract. Although there is no refund due after the first 30 days of purchase, CarShield will refund your last 6 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  ********************** 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:11/03/2023

  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.

  They are a warranty company that states everything about a repair is normal ware and tare. Would not listen to the shop provider and took less than 5 minutes to reject the claim. They are a scam saying things are covered and are not.

  

  Business Response

  Date: 11/07/2023

  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 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. Lower control arms, wheel bearings and PCV system cleaning as a repair are not covered under the terms of the contract.  A list of covered components can be found in Section B of your contract.

  We see that you have already cancelled your contract. As a resolution,CarShield will refund your last 6 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

   

  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:11/03/2023

  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.

  Claim # *******
  I purchased a car ****** contract after ICED TEA & ***** ****** states car ****** saves people money and even replaces engines. Driving home engine started knocking. I immediately pulled over and towed it to my mechanic. Think engine blew I gave my mechanic my Car****** information to get to the next steps. After a few days for my mechanic to get in touch with an adjuster he sent estimate with pictures of the first teardown of lower oil pan AS requested, AT MY EXPENSE a LEAK, metal fragments in oil pan. That wasn't good enough. I had to send 1 years maintenance records to them. Car ****** says not readable. I sent the same receipts this time from *** store. They could read them. My claim was denied by ***** kopp siting low oil, and supposed sludge.
  I escalated the complaint to higher level to ******** ********, 1************* * **** who assigned another adjuster ***** ***** After the denial. Meanwhile they had a receipt of oil changed back in Dec 2022 at 102560 miles. According to mechanic there was no sludge but metal chips (normal). ***** the new adjuster contacted mechanic asking for another tear down to bushings and 10 more pictures. AT MY EXPENSE AGAIN. pictures sent of the bushings lined up as asked. Adjuster said the pictures sent again were also no good. He determined he needed to send someone to look at parts Mechanic found an engine for $6250 with low miles for truck. This was also denied. When the adjuster came to view the parts he claimed that there was insufficient fluids, and blue on the bushings. Of course! My oil leaked causing a seized engine. Claim again denied. I am left with a truck tore down in pieces I would like Car****** to honor my contract as they claim. I pay my premium to car ****** this is my first claim and I feel I have been lied to. They essentially use their contract Exclusions details in Section D line Q. 'PreExisting conditions'. Every car will have prexisting conditions, the point of an extended contract.

  

  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. Per  AAS, your claim was adjudicated correctly.  The first claim # ******* started on 7/28/23 with a rod knock concern. It was found during claim review that your vehicle was not at a repair facility. You then continued to drive your vehicle for another 650 miles with this condition before being brought to the second repair facility for another claim start. Upon review of all the basic diagnosis information it was found that the vehicle was brought in to your chosen repair facility very low on oil and with a large oil leak from the engine. An inspection verified after RDI was performed that the engine was ran low on oil causing severe internal damages with excessive metal debris as well as heat discoloration present. 

  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. 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 CarShield.  A copy of the lawsuit is available at
  **********************

  Customer Answer

  Date: 11/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  On 7/28/23 when knocking started we had it towed to my home because the mechanic could but store it on his property at the time. He had no bay open.

   It was NOT driven another 600+ miles.It was then towed to shop and stayed there

  When the mechanic reported the problem to Car****** originally he asked my son who was driving a rental at the time and did not know exact mileage so he told mechanic around 114,000. The actual was about 115000 until tear down. 

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

  

  Business Response

  Date: 11/09/2023

  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 **** **** ****, Ste.
  ***, Lakewood, CO, *****, by email at [email protected] or see
  Section M, Dispute Resolutions, of your contract. 

  If you wish to cancel your contract, Car****** will refund your 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. 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 CarShield.  A copy of the lawsuit is available at
  **********************

• Initial Complaint

  Date:11/03/2023

  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.

  Carshield/American AutoShield denied my claim due to them stating that the vehicle was not registered. Prior to this, I requested to speak with my adjuster several times within the past few weeks for clarification about the findings and answers to questions that customer ********************** representatives cannot answer and they wouldn't let me. They hastily denied the claim at the end of October very soon after mentioning registration for the first time. I have sent them proof of registration of the vehicle but they are still refusing to allow me to connect with my adjuster.

  

  Business Response

  Date: 11/07/2023

  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 adjudicated correctly. The registration was sent in has obviously been tampered with. AAS can see the purchase date of 8/30/23 and the effective date has been tampered with to show 6/30/23. Your vehicle reported break down is less than 2 months from vehicle registration and the vehicle history records shows the vehicle had not been registered since 2021.

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

   

  Customer Answer

  Date: 11/08/2023

  Complaint: 20819330
  
  I am rejecting this response because:
  You're stating the registration shows a date of 06/30/2023. It clearly says 08/30/2023 issued by the Texas DPS. Another mistake of many! Documents were asked from me for a reason and whatever information you're seeing that says the vehicle is not registered and hasn't been since 2021 is ****** incorrect and cannot be proven as the receipt from Texas DPS reports 08/30/2023.

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

  

  Business Response

  Date: 11/09/2023

   

  As stated in our previous response,American Auto Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments.  If you wish to dispute a decision made by American Auto Shield you will need to contact them directly at ************, by mail at ************************************************, by email at ********************************** or see Section ** ******* Resolutions, of your contract. 

  Customer Relations

  Customer Answer

  Date: 11/10/2023

  Complaint: 20819330
  
  I am rejecting this response because:
  You're saying that repairs are denied if they break down within 2 months of renewing registration? No where in the contract does it state that and that definitely was not conveyed to me at ANY time, whether verbally or electronically.
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/30/2023

  My name is ***********************, contract holder for # MRF4769225 (2005 **** Exolorer). How do I start my refund process. This is the third email that I'm sending to ask about it. I purchased contract 08/21/2023 and Carshield took the most recent payment out of my account on 11/21/2023.

  

  Business Response

  Date: 11/30/2023

  **************, 

  You recently signed a Settlement and Release Agreement on this matter releasing American Auto Shield and CarShield from any further responsibility to you. Therefore, there is no refund due as the matter has already resolved. Furthermore, the Agreement you signed specifically restricts you from filing another complaint against CarShield or American Auto Shield. By reopening this complaint, you have violated the terms of the Agreement.  

  10. NON- DISPARAGEMENT. The Parties agree, except as may be required by law, that they will not engage in any conduct or course of action, or publishing any statements, claims, allegations, or assertions which they believe have or may reasonably be expected to have the effect of demeaning the name or business reputation of any Party. The Parties employees, officers, directors, agents or advisors shall be similarly bound when serving in such capacity. If any such statements have been published on any medium (including but not limited to internet platforms or social media platforms including but not limited to ********* LinkedIn, Trust ************* Reviews) prior to the execution of this Agreement, the Party that published such statements is required, to the extent they can, to withdraw and/or amend those statements. Failure to do so is a breach of this Agreement and any payment obligations contemplated herein shall be suspended until the responsible Party remedies the breach.

  PLEASE REMOVE THIS COMPLAINT AS SOON AS POSSIBLE TO AVOID ANY ADDITIONAL BREACHES TO THE CONTRACT. 

  Customer Answer

  Date: 12/01/2023

  Complaint: 20819330
  
  I am rejecting this response because: I am responding through here because Carshield/American Autoshield's message was sent to me through this website. With that being said, it does not necessarily mean that I want the complaint to be reopened--again, I am just responding. I have attached the communication history (including the full email information and not just the portion of it that you have brought up with your accusation.  It shows how wrong you are as I was merely asking Carshield/American AutoShield for the steps to start refund process well before I even received the settlement agreement documents.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2023

   

  The BBB closed your complaint on 11/10/23 and it was reopened on 11/30/23 when you left the last comment.  Since the documents have been signed we consider this matter closed. 

  Customer Relations

• Initial Complaint

  Date:11/02/2023

  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 vehicle maintenance insurance from Carshield/Autoshield. Paid , ***** per month since 2021. Currently my vehicle is in repair shop. The insurance company refuses to pay the cost which is covered in the benefits. My vehicle requires engine replacement due to engine failure. The repairs will cost over 5000 dollars.

  

  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, 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:11/02/2023

  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 pay on time four months for Carshield and when I went to call to use it they told me that it was no good. In the process they tried to sell me another contract with ***** promising me the same thing Carshield promised me and it cost me $126.00 for them to collect four months of payments. I would like to be reimbursed for all the money that I have paid Carshield in the amount of $482.00.

  

  Business Response

  Date: 11/02/2023

   

  CarShield has no records of you calling to cancel your contract ********** for the 2007 ****** Solara.  CarShield is in no way associated with ***** Auto Care. Please call CarShield's customer service department at ************ with any additional questions. The total amount paid into your contract is not $482.00 either. 

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

• Initial Complaint

  Date:11/02/2023

  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 got H31**34363234333237**H about a year and a half ago, they never gave me a contract, my car was in the shop and they did not cover anything. I told them to cancel my contract and they are still taking money out of my account. I did not sign a contract with them. They said I can&#**;t get my money back, they said it was my loss. The bank said I would have to dispute that last check given to H31**34363234333237**H. I need a refund, my car needs to be fixed and I need this money to pay the credit card company.

  

  Business Response

  Date: 11/06/2023

  Thank you for bringing this to our attention.
  

  The notes on your contract state your refund was processed today and will be refunded back to the card on file within 3-5 business days.

  We are sorry to lose you as a CarShield customer.

  Customer Relations

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

   

   

• Initial Complaint

  Date:11/02/2023

  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 not been able to contact them and I'm thinking my car is not covered now. I have paid $2,380.00 total at this point to this company for coverage, $70 a month for 3 years. I called all telephone numbers for them and received a recorded message of "Thank you for calling, goodbye."
  
  I would like to have contact by the business

  

  Business Response

  Date: 11/02/2023

   

  A customer service specialist will reach out to you shortly. 

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

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is against car ******. My Van broke down, it ended up being a head gasket . I took it to the mechanic at ***** to have it looked out. And he found that it was the head Gaske Car ****** inspector went and looked at the Van and tried to tell the mechanic there that they are not going to cover the cost of repair because there is some corrosion on the head where the gasket is at. Then the mechanic ***** told car ****** inspector there can't be any rust or corrosion there because it has fiber gaskets on it, so it is impossible. The mechanic at ***** called me and told me what had happened and told me that he had told car ******. They are wrong, and there's nothing wrong. Except the head. Gasket is bloand need replaced. Car ****** is trying to get out of pain for the repairs on my vehicle. I don't understand how I pay them a service every month. That's supposed to cover these problems, and now they're trying to get out of it on some kind of technicality. But as the mechanic told me at *****, the guy does not know what he's talking about from car ******. And he is willing to write a letter for me.

  

  Business Response

  Date: 11/03/2023

  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 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. The inspection photos show there is significant corrosion on the head gasket due to coolant contamination and carbon shown on cylinder heads. Head gasket failure due to corrosion and contaminated coolant is excluded from coverage. Head gaskets are metal gaskets showing rust and corrosion not fiber as you were told they do not use fiber gaskets for head gaskets.  AAS has also not received a tow invoice which indicates your vehicle was driven with active coolant leaks and into the repair facility. This would be considered continued operation 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,
  Car****** will refund your payments in full upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email info@car******.com to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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