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:11/01/2023

  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 pay car shield monthly for the last six months. Took my car in to get inspected. Turns out the car is having transmission problems and the replacement part car shield has been dragging me along. Failing to honor the contract. Ive been without a vehicle for a week they told me 24 hours. Every time I call about the issue they tell me 24 hours. If every rude, disrespectful and dismissive.

  

  Business Response

  Date: 11/06/2023

  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, after an inspection was performed and authorization given for a window switch concern, it was found that the DTC's reported for the transmission concern have been cleared and test drives performed indicating no further failure. AAS states your claim is moving forward.

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

  Customer Relations

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

  Customer Answer

  Date: 11/10/2023

  American Autoshield has reached out to assist with a dispute on my claim due to the inaccurate documentation receive from the inspector. However, this dispute is still ongoing and has been a process. Awaiting to hear from the adjuster. 

  

  Business Response

  Date: 11/14/2023

   

  Since American Auto Shield is handling this matter and is the administrator of the vehicle service contract, CarShield considers this matter closed. 

  Customer Relations

• Initial Complaint

  Date:11/01/2023

  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 filed claim #*******, after reviewing the first three pages of my vehicle service contract agreement with Car****** (contact # **********). My claim should cover all labor and parts repairs, as per the VSC. My experience with Car****** has been abysmal. They've stolen my money because they have provided inconsistent and false reasoning for denying my claim. Not only have they denied a reasonable claim, which they claim to cover, they refused to cancel my contract with them and they continue to attempt to take money from my account. My requested resolution is that Car****** honors the claim and pays the **** shop for work performed, and cancel my contact.

  

  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. ******** **** ****** 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

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

• Initial Complaint

  Date:10/31/2023

  Type:Billing 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.

  Earlier today my mom ****** ***** and I called together to cancel her policy and we received a confirmation code (see picture attached) and were told that the account was closed immediately, effective today, October 31, 2023, and that we would not be billed for the month of October and no future charges will be processed on the account.
  
  Then someone named Chanel called my mom twice at approximately 1:54pm and left two voicemails asking for her to call her back at the number **************. When we tried to call back **************, we received a message that the number has been disconnected and is no longer in service. We called back to the ************ main number together around 2pm, and a person told us that the account was in fact cancelled effective immediately.
  
  Then at 6:54 pm Chanel called back and left my mom a voicemail with the same message as before, and when we returned the call together at 6:57pm to ************** the same error message was received that the line was disconnected. Together we called the main line again just as we did this morning and we were told that the customer service hours were closed, but that the customer service people earlier in the day did not actually close the account as promised, that the account was still active.
  
  The total amount paid to CarShield is $6600. The most recent monthly fee of $109.99 was billed on September 30, 2023.

  

  Business Response

  Date: 11/01/2023

   

  In review of the notes on your account, your contract has been cancelled. As a courtesy, we will refund your last 2 payments. 

  We are sorry to lose you as a CarShield customer. 

  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:10/31/2023

  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 purschased car ****** for my Ford F150. The motor locked up while driving it. It was towed to the mechanic. Car ****** came out to look at the truck stating it had a on going oil leak. We had 2 separate mechanic companies confirm that there is no way we would have known it had an oil leak. Car ****** is denying my claim for a new engine. 4 weeks ago we had the oil switch replaced and at that time the mechanic stated everything looked fine with the oil. So fast forward and the engine locks up. Now car ****** says it was a on going issue. They can not prove this was a on going issue. We have no knowledge of an oil leak. If this was an internal issue how are we suppose to know. We expect this issue to be resolved asap. However they refuse to escalate this issue. Why can’t I speak to the person who made this denial? They are basically robbing people. I will take this up the chain and won’t give up until it’s resolved .

  

  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. Per AAS, your claim decision was correct per your chosen repair facility's diagnosis which provided no verified failure. The Inspection photos show multiple long term oil leaks to a drip as oil could be seen on the ground in the photos.  Your engine seized up due to a main bearing failure causing your engine to lock up and not turn over which are all related to low or no oil in an engine. Continued operation with long term existing oil leaks causing engine failure would be an exclusion to coverage per terms of the contract. AAS has not received a tow invoice to show your vehicle was towed into the repair facility. Per Carfax report last oil change shown was 6/7/2021 indicating a long-term lack of maintenance. Further teardown to remove oil pan and inspect main bearings would be required for further review.

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

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising 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 told the shop to tear down the engine and do all kinds of things to the car without our knowledge. They also didn't request the registration before this as we didnt know the registration had to be up to date for the claim. This is all information that should have been asked UPFRONT before they had the shop tear into the car.

  

  Business Response

  Date: 11/02/2023

  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, they instructed your repair facility to get your permission before any tear down was performed. AAS does not authorize teardowns for customers since the customer's are responsible for tear down costs if it isn't a covered repair. 

  The reason your claim stalled out was that AAS was informed by your chosen repair facility that your vehicle still has temp tags that expired in July. AAS had no suspicions of the vehicle registration may be expired until records were requested. Your contract specifically excludes vehicles had not been legally registered within 2 months of the break down date. Please see General Exclusions, Paragraph 29 (c) on page 7 or 21 of your contract which we have attached for your convenience.  Your claim has been moved to inactive until registration is sent in showing the dates it was registered.

  If you wish to cancel your contract, 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-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:10/31/2023

  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 written 2 letters stating they did not honor their contract. The letters date  Oct 18 2022 and June 21st 2023. They have not responded to either letter.  I have spent 7 months making payments and I started having transmission problems. I took my car to the dealership and paid a diagnostic fee of  175.88 dollars.  They said they did not accept CarShield at the dealership so I went to
  ******
  **** transmission which was recommended and they too said they do not accept. CarShield either because they do not pay their claims. I spoke to a representative from CarShield and was told to go online for a shop but none were in my area and none worked on transmissions
  I asked for a refund and she said it had to be prorated. This is not acceptable.

  

  Business Response

  Date: 11/01/2023

   

  CarShield will refund your payments in full. Pleas allow 7-10 days to receive your check via USPS. 

  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:10/31/2023

  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 tried every internal avenue and this is my first of numerous external next steps. Car ****** on two claims represents the amount each of us will pay and then changes the number later and refuses to pay. Spoke with them on October 20 and they informed me my out-of-pocket would be 350 dollars and asked me to authorize the claim. I did. On Oct 27- the mechanic said car ****** was completely informed of all repairs and that my out of pocket would be 1038. Car ****** representatives told me that was not my fault and i would only pay 350. Oct 31 i was called back and told 1) my out of pocket was 922 -2) that it was 922 plus 100 deductible -3) that it was 432 and 4) 422.53 but it might be more. I dont feel i should have to pay for their errors. I authorized the 350- they cant change what they agreed to after the fact. They need to pay the mechanic what they promised. They need training and thats not my fault. Their division of "******** **** ****** -is very rude and berating. They told me all calls are recorded and notes saved. Go review them.

  

  Business Response

  Date: 11/02/2023

  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.  Your claim was authorized correctly for the verified failed parts and verified labor per terms of the contract.  Your chosen repair facility suggested parts that are not listed for coverage under your contract terms. Also your repair facility's part and labor price mark ups would be your out of pockets per terms of the contract. When AAS gave you estimate on your out of pocket cost it was in regards to covered repairs only.  It would be impossible to quote pricing for non covered repairs. AAS states your were correctly advised of the covered repairs and out of pocket costs on 10/31/2023.  At that time you were given an option to move vehicle to repair facility who would accept parts to save on out of pockets costs.

  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. 

  ******** **** ****** has authorized $1,251.83 towards your claim.  If you wish to cancel your contract, CarShield will refund your payments in full and void the authorization upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

   

   

   

  Customer Answer

  Date: 11/03/2023

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

  To begin with-thank you for the response-i appreciate the professionalism which has been lacking to this point. Also-i tried to call the number provided and im told no one will talk to me. Its always better to be professional and discuss in my opinion. While i do agree -i was informed of the full extent of charges on October 31- that was only in response to a call I had to the mechanic -asking about when the car would be ready. My issue is this- pull my call from October 20th-with ******** **** Shield. They called me -and explained the full extent of the repairs needed, what they would pay-and what i was responsible for. The figure is correct -for what they said their portion was-they told me my contribution =to fix my car -would be my deductible of 100-and 250 for an uncovered part. I specifically asked ="Are there any other charges" to which the response was no-that would get my car fixed. Why i had to later learn of more uncovered charges - i dont understand. I would ask you to pay all the charges above 350- like was told to me. If not =please pay what you have stated in this correspondence so i can get my car fixed, AAS acted as my agent -and i authorized based on what they told me. I certainly do not want my coverage cancelled.  Feel free to call me anytime **********
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/06/2023

   

  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 **** **** ***** **** **** ********* *** *****, by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  If you wish to accept CarShield offer, please email ******************. 

  Customer Relations

  Customer Answer

  Date: 11/07/2023

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

• Initial Complaint

  Date:10/31/2023

  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.

  I had purchased an extended warranty on my 2014 ***** ***** with CarShield on 8/23/2023. 37 days after the policy was bought we had motor issue where we was told the needed a new motor.
  We sent in all documents asked to car shield like invoices from services done on the vehicle they used a invoice on 7/19/2023 from ********* of mileage of 97010 to determine on mileage on the vehicle. We bought the car in 7/20/2023 with the starting mileage 96632 we sent in four different documents that started the mileage of the a odometer disclosure reading form, buyers guide, and the registration with all state the same starting mileage. Car shield won’t even look at the downs said we aren’t covered and are under the covered Mileage of 109 miles. I pay 139 a month for this coverage and have been hung up on lied to and told to file advanced claim where I would have to travel to Jefferson county in Colorado when I live in Delaware Ohio.

  

  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, ******** **** 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 adjudicated correctly resulting in denial for waiting period. Carfax shows vehicle mileage on (8/24/2023) few days prior to contract purchase was verified 97,000 also a record you sent in dated 07/19/2023 shows your vehicle to have 97,000 as well and not 92,000 as you reported at contract purchase, so contract start mileage was updated correctly after the mileage misrepresentation. AAS has verified you were in deed in the waiting period and you will be liable for repairs. 

  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 [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

   

  Customer Answer

  Date: 11/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The document of 8-24 was when we got our registration and the miles reflect the start date when we purchased a vehicle on 7-20 the day after the car was released from ********* where car shield used the mileage of 97010.  ********* clearly didn’t have the correct  mileage for the vehicle and shows this due to the next day having odometer disclosure, paperwork, buyers guide paperwork, and also the registration, which reflects the mileage from 7-20 we hade 45 day temporary tags for the vehicle..  I feel very taken advantage of by car shield this isn’t correct and we’ve just been getting the run around.  Feel like it’s a slap in the face to offer me my money back instead of doing what’s wright and viewing all the information i provided which shows wendalls garage gave the wrong info on 7-20 on the invoice.  Thanks for your help but please reach back out to car shield for a better offer I really like to have my car back this has taken so long and has impacted my family tremendously

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

  

  Business Response

  Date: 11/07/2023

   

  As stated in our previous response,
  ******** **** 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 ******** **** Shield you will need to
  contact them directly at ************, by mail at **** **** ****, Ste.
  **** ********* *** *****, by email at [email protected] or see
  Section M, Dispute Resolutions, of your contract. 

  If you wish to accept Carshield's offer, please email [email protected].

  Customer Relations

   

  Customer Answer

  Date: 11/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The mileage calculation was taken from windows on 7-19 when we purchased the vehicle the very next day there is a difference of 378 miles which would make our claim valid and in the terms of our contract ******** **** shield won’t view this document which shows the calculation of my start miles are incorrect.  The changed my start miles to 97503 from the original start miles 92073 which was incorrect due to them telling me to go ahead and start the coverage even know I don’t have the car with me at time of starting this contract and didn’t know the exact mileage.  They took it upon themselves to calculate the mileage from 7-19 from ********* garage instead of using the odometer reading buyers guide from the day, we purchased a vehicle on 7-20

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

• Initial Complaint

  Date:10/31/2023

  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.

  A + **** care has obtained funds from me and my insurance company without completing the work and returning my car to me. They have had my car since July 27,2023. I contacted Carshield and they have informed me that they have paid for the repairs for my car on 10/09/2023 and that I supposedly signed this paper but I have not signed anything. Someone has forged my signature. I would like to have my car fixed and returned back to me and to stand behind the agreed worked.

  

  Business Response

  Date: 11/06/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. AAS states your chosen repair facility repaired your vehicle and sent AAS the final invoice but then additional repairs were needed due to thread failure for the head bolts in the block. This would be either tech damage from the initial repair or it would have been caused by the block/head warpage from overheating. Either way this repair is not covered by the contract.

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

  American Auto Shield has authorized $2984.12 in claims. Since that amount is greater than what was paid into the contract, there is no refund due.

  Customer Relations

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

• Initial Complaint

  Date:10/31/2023

  Type:Billing 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 husband got car shield for our 2019 Chrysler 300 and it was having issues. He took it to several small shops that could not find the main issue due to lack of equipment and other shops did not accept Car Shield such as car dealerships because we were told they do not want to pay.
  It ended up being the engine and we paid over $3200 because we could not find a provider that accepts them. What else were we to do. A complete rip off and we need to be reimbursed for services we paid for that was covered under the warranty plan

  

  Business Response

  Date: 11/01/2023

   

  Please send the contract number or phone number associated with your husband's contract to [email protected]. We can not locate a contract with the information provided in your complaint. 

  Customer Relations

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

  Customer Answer

  Date: 11/08/2023

  Phone number associated with contract is ************ for 2019 Chrysler 300 Limited. We cancelled the policy then had to park the car for two months until we were able to get the repairs made 

  

  Business Response

  Date: 11/20/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** ***** is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced.  Your claim was adjudicated correctly and authorized for a fuel injector repair. *** reviewed your previous claims. You had your vehicle at 2 different repair facilities with fuel/misfire failures that were authorized per the terms of the contract as well.  *** has no claims reported showing $3200 of repairs needed and that is not the amount of your our of pocket costs.  You have had 3 claims total paid totaling $1,103.84. Carfax shows a Dodge dealer replaced a cylinder head but there was no claim started and the repairs were done without prior authorized which excludes the repairs from contract coverage. 

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

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

  Customer Relations

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