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:10/30/2023

  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 got this warranty on September 4 th, being every single month, my check engine lights came on so I went 3 different shop to tell me they take car sheild because they don’t pay for the customer car, so I am upset about getting my car fixed with this company that lie to you just get your money, So I call trying to management couldn’t get them on phone, one of the work i will wait 48 hrs before someone calls. I just want my money back from car sheild they are bad business, please don’t sign up with them to many companies saying the same thing about them. Leave you hang for the bill.

  

  Business Response

  Date: 11/01/2023

   

  The notes on your account state you called today 11/1/23 with questions about the claims process. Based on the conversation you have a found a repair facility that accepts CarShield coverage.  If we can be of any additional assistance, please call our customer service department at ************.

  Customer Relations

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

• Initial Complaint

  Date:10/30/2023

  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 warranty for my **** f 150 and tried to file a claim and was told that my claim was denied because the repair was due to water damage to the truck and that their warranty excludes water damage. The truck has no water damage. It needs a new rear differential. They said there was water in the unit and provided a picture that does not show water at all. When I asked them if the spun the fluid to separate the oil to see if there was indeed water they said they only visually looked at it. They said there was not misuse or abuse of the vehicle but they believe it sat it water. Which is not the case at all. They didn't want to pay on the claim which seems to be what they do with all claims. They would not send an adjuster to look at the truck or the fluid. I was also told I could have my vehicle serviced at the **** dealer when I purchased the plan but when I called the **** dealer they said they didn't take car shield. I was never was provided a contract. They provided a link that didn't work. I would like to get my premiums back since I was lied to about what was included in coverage.

  

  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, 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 denied your claim based on the diagnosis received your chosen repair facility provided. The claim for rear differential was denied due to fluid being contaminated (lack of maintenance) with water as reported by your repair facility.

  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:10/30/2023

  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.

  In June 2022, I signed up for Car Shield, for protection of my car if I break down while traveling. My account was closed within 30 days. Payments were automatically withdrawn out of my credit union account after the cancellation of my policy, every month, until April 2023. July 1, 2022, $163.86 was withdrawn. $99.99 was withdrawn out of my account every month from August 2022 to April 2023. I have proof of transaction from my credit union statements. Plus I did a Statement of Dispute with my credit union. I even had to cancel my debit card to stop Car Shield from withdrawing any more money out of my account. I want like a refund of $1, ****** that Car Shield owes me. I tried to settle the dispute with Car Shield to no avail. Car Shield tells me that they have no record of the $163.86 taken out of my account. ********************** refuses to refund any money to me.

  

  Business Response

  Date: 11/01/2023

   

  Please send a complete copy of your statements for the months in question to ******************************* so that we can investigate this matter. 

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

   

  

  Business Response

  Date: 11/01/2023

   

  Please also send the phone number you called from to cancel your contract so we can verify the date of cancellation.

  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: 11/02/2023

  Complaint: ********
  
  I am rejecting this response because: their request does not resolve the problem.  I use 2 different phone numbers.  My cell phone number is:  ************.  My land line phone number is:  ************.  I don't use one phone number for any specific call.  This is the information that Car Shield requested & I am complying to their request.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/06/2023

  Neither of the payment amounts listed in your complaint are consistent with your monthly payment made to CarShield. Also we have a recorded phone call on 4/20/23 wherein you called to cancel your contract but you were offered a discounted rate and decided to keep coverage. There are no requests to cancel before 4/20/23.  You called again on 8/4/23 to cancel your contract but the call was disconnected before the cancellation process was completed. 

  At this time, CarShield will refund you from the cancellation dated of 8/4/23 through your last payment 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: 11/09/2023

  More information:  I am 69 years old.  I live off of my Social Security each month.  I have a disabled grandson who lives with me.  Every ***** is my budget is accounted for us to survive on.  You say that Car Shield made a good faith effort.  Car Shield offer me only 4 months of payments, from Aug. to Nov. 2023, which equals to $399.96.  Car Shield illegally took $1,063.77 cents out of my checking account.  I will agree to 75% of the balanced owed to be considered a good faith effort.  Then, I will be willing to close my account.  A $1,000.00 is a lot of money to me. Please reconsider your stance on my case & reopen it.  Help me to get what is ************.

   

  Sincerely,

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

• Initial Complaint

  Date:10/30/2023

  Type:Product 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 tried several times to cancel policy and because Im hearing impaired Im not sure exactly what was said, but I continued to be charged by Car Shield. Last month a representative refused to cancel service and told me that a supervisor had to do it and I was charged yet again. I called them again and finally got policy cancelled but was again told I needed to have a supervisor call me to get a refund of any money. We discussed what time I would be able to take the call. I ended up getting the call when I wasnt available and left with the situation still left unresolved.

  

  Business Response

  Date: 11/01/2023

   

  Our records indicate the refund of your last 2 payments was requested on 10/27/23. Please allow ***** days to receive your refund by check. 

  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: 11/07/2023

  Better Business Bureau:

  
  Although, I spoke to no Supervisor or any representative at Car Shield on 10/27/2023 about any resolution, I have reviewed the response made by the business in reference to complaint ID ********, and will accept the check as resolution to my complaint.

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

• Initial Complaint

  Date:10/30/2023

  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 powertrain gold plan and it covers my engine. Had issues with my vehicle and took it to a repair shop. It had a couple of codes and a funny sound. Turns out my engine needed to be replaced. They asked the shop to determine cause of failure. They then said that they would only cover the timing chain. Repairs cost over $10,000.00 and the parts they covered was only $2,016.00 which was for a timing chain.

  Customer Answer

  Date: 10/31/2023

  I also spoke with several representatives about my rental car reimbursement and was told different things each time and it seems as if they don't want to reimburse me for rental cars which is a part of my policy or contract as well.

  

  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, 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 chosen repair facility initially called AAS for timing chain repairs with associated seals and gaskets. RDI was performed and your repair facility verified fine metal shavings in the engine due to oil starvation and contributing timing failures. With your vehicle being driven past the initial failure of timing and causing further damage to now require engine, your contract would only have coverage for initial failure of the timing repair.

  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 $2,457.36 towards your claim. You have made 3 payments on your contract.  Since the authorized amount is significantly larger than what you have paid into the contract, there is no refund due. 

  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: 11/17/2023

  This information is not accurate. The cause of failure was the drive shaft which made the timing chain and other components fail. They asked the shop for cause of failure and they told them. I had just purchased this vehicle from a GTO auto and had no way of knowing it had issues. I sent them the bill of sale showing that and a receipt of what the dealer asked me to bring the vehicle back for. I didn't choose any repair shop, they told me to take it to this particular shop. I was also informed that they would cover the cause of failure only for them to come back and say that I wasn't told that. I asked them if all the calls are recorded and they said yes. I responded with go over those calls and you will see that I have been given false information over and over again. Now they are doing the same with my rental car reimbursement.

  Customer Answer

  Date: 11/21/2023

  Complaint: 20798851
  
  I am rejecting this response because: It is very clear that my claim was handled incorrectly. I was given false and misleading information throughout the entire process.
  
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/22/2023

   

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

  Customer Relations

• Initial Complaint

  Date:10/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Car Shield warranty 2 yrs ago . I tried to get work done snd was denied in March of this yr . said it was due to my mileage . 2). I have a Dodge, so I was told by Team ******* ***** where I bought the vehicle to go to Dodge dealership for repair to motor and was denied because of Car Shield . 3) I went to another shop to get repairs snd was denied . Ive paid over $2,000 in repairs out if pocket , snd theres still mire to get Done . I was sold a LEMON from ******* and they refused to help or allow me to give it back in trade in .

  

  Business Response

  Date: 11/01/2023

  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. AAS states there are some previously denied repairs. There was no claim started for that claim. AAS found 1 interaction where your chosen repair facility called AAS stating there was a noise from the fly where and found it also needs an ignition coil replaced that AAS had authorized replacement of in the only listed claim on this contract.  The current issues appear to revolve around RDI and you no wanting to authorize that.   

  If you choose not to participate in the claims process and authorize RDI, CarShield will refund your last 4 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: 11/02/2023

  I have a copy of all 3 responses for work to be done and was declined cause CS wouldn't pay for the breakdown to get to the part  that needed repairs . 

  Same repairs by different garages . 

  

  Business Response

  Date: 11/07/2023

   

  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 American Auto Shield you will need to
  contact them directly at ************, by mail at **** **** ***** **** ***, Lakewood, *** *****, by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

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

  Customer Relations

• Initial Complaint

  Date:10/28/2023

  Type:Product 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 August 18, 2023, **************** mailed Car Shield a Notice of Non-Renewal for their vehicle service contract. Per Page 19, Section 3, the non-renewal clause was utilized by ****************, and a letter was sent via **** certified mail. Car Shield signed for receipt of the aforementioned letter on Aug 25. Per their contract, the company was given 45 days notice, and no payments would be deducted after September. However, on Oct 16, 2023, despite receiving a non-renewal letter and a revocation of automatic payments, Car Shield willfully ignored said letter and initiated an unauthorized checking account payment for $99.99. **************** noticed that Car Shield had deactivated his access to the customer portal login, yet still initiated a $99.99 payment.**************** called Car Shield on Oct 17. Customer ********************** initially claimed the non-renewal letter was never received, despite having signed for aforementioned letter on August 25. After 30 minutes, they finally found the letter in their system, stating "received but never processed."The company stated they would refund the $99.99, but refused to initiate a direct deposit AND/or wire transfer to ****************. They stated a check would be mailed . However, **************** has still not received said check for $99.99. It does not take 13 days to mail a check from Colorado to **********.

  

  Business Response

  Date: 10/30/2023

   

  Please allow 20 days to receive your refund.  If you have any additional questions, please call our customer ********************** department 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: 10/30/2023

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

• Initial Complaint

  Date:10/28/2023

  Type:Service or Repair 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 had a warranty contract with Car Shield/AAS and had to make a claim on my ************************************************************ Feb of 2023. I provided all documents AAS wanted and gave the repair facility the okay to tear down my transmission. Repair facility sent the pictures to AAS and they claim they never received them. I stayed in contact with both businesses trying to get my claim approved. my contract canceled in May 2023 and every AAS employee i talked to said they put my claim as inactive because they never received the pictures from the repair facility but once they receive them it will make my claim active again and they can move forward. I talked to repair facility and they said they in fact did email them but would email them again. Months went by of me contacting both places and they all kept saying the same thing over and over again. it wasnt until October 26th ********************************************************************** May before my claim was approved (which should have been approved long before may since i filed it in FEB!) that my claim is denied and they will not pay for anything to be repaired. If that was the case then how come NOT ONE EMPLOYEE I TALKED TO from AAS every month from May to October said anything to me? I have been renting vehicles for 8 months waiting to hear what was going on with my so called "covered vehicle" when i could have used that money to pay for a transmission myself. This company in a joke. I also read through my entire contract and no where in the contract does it state that if your contract is canceled before your claim in approved that it will automatically be denied. I had the warranty when it happened, i was past the time period you had to wait and the mileage as well. I want my car fixed or i will be contacting my lawyer.I attached my contract from them as well.

  

  Business Response

  Date: 10/31/2023

  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. AAS has informed us there was no claim decision made and your claim went inactive because your chosen repair facility has not provided a verifiable cause of failure via photos or an estimate for repairs.  Both you and your repair facility were contacted several times with requests for service records, tow records and verification of failure photos and diagnosis to support failure.  Your contract was cancelled on May 6,2023 for non payment when the claim was inactive. Also you were 27 days into coverage when breakdown occurred, there were no o records from inception or contract period that have been provided to show a covered breakdown occurred in the coverage period.

  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. 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 ** ******* Resolutions, of your contract. 

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

  Customer Relations

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

  Customer Answer

  Date: 12/04/2023

  It has been settled

• Initial Complaint

  Date:10/28/2023

  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.

  September 2023 I was denied by car******, because I was told I reported a false receipt for a job that was done by a mechanic, which one of their representatives called the mechanic to verify he did the work and to make sure the address and phone number on the receipt was authentic. They put me thru a ringer for 4 months just so they could keep collecting my money. 4 months they had me renting a car which they only cover 2 weeks of. I never neglected my ram 1500 2009 and they try to find me at fault saying the receipt wasn't real and I'm at fault for neglecting my truck . I proved ever receipt to prove i took good care of my truck. I just want to be refunded my money $6,628.00 back for my engine and the teardowns car****** made me do in order for me to prove cause of falure. Car****** just give you the run around and never want to pay to fix your vehicle. I would not recommend this company to anyone. The representatives just lie to people right on the recording and do care . Contact # **********. I don't find it funny cause I gave them the repair receipt a month before, cause the representative told me I can't move on until I report to them the receipt so I did and moved on now when they didn't have anymore excuses to fix the truck , they went back a month ago and denied me for a repair receipt with I provide to them . Please save your save time and money and don't use this company cause they no good on their words and a scam contact.

  

  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, ******** **** ****** (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 chosen repair facility did not follow claims process for verification of failure and repairs. You then paid for the repairs before a covered failure could be verified. This would be "No Prior Authorization" which is specifically listed as excluded from coverage in your contract and the repair would not be eligible for coverage. The photos submitted by your repair facility show there would be exclusions to the piston rings and a carbon caused failure also excluded from coverage.  There is also some evidence of continued operation of your vehicle after the failure occurred. 

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

• Initial Complaint

  Date:10/28/2023

  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 Wednesday, October 26, 2023 my vehicle experienced difficulty switching gears, so I drove it to ***** Transmission, where *** is the mechanic who is in charge of the shop and servicing my vehicle. I told him that I had Car Shield for extended warranty insurance, so he requested a copy of my contract, so he could file a claim for me. On Friday, October 28, 2023 at 7:18 a.m., I received a call from "****" that introduced herself as a representative of ******************** and informed me that I had to authorize the shop to perform a "RDI" and I informed her that I didn't understand what that was. She explained it to me and again informed me that I had to have the shop authorize it, so that's what I did. *** knew exactly what I was talking about, so he started with the breakdown of the transmission. He then asked for the $200 deductible, which I paid. I received a message again from **** at 11:46 a.m. I wasn't available to answer the phone, so she left a generalized message on my voicemail asking me to call her back. There was no extension, just a regular customer ********************** number. When I called back, I could tell that I was speaking to an out-sourced customer ********************** representative who told me that my claim was denied. I spoke with *** and he stated that he didn't appreciate me not informing him about a "branded" or "salvaged" car, so he refunded my money back to me. I had no idea what he was talking about, but of course, he didn't believe me. I went to Car Shield's home office in ******************, ******** and I spoke with ******, who identified herself as a Manager. I told her the situation and she assured me that she would handle the situation and get back to me. She was nice and about an hour later, I received a call from *****, who informed me that she understood my frustration and agreed that the average lay person doesn't understand, nor would they look for a salvaged title on a vehicle. I called ******************** back and was told that I couldn't speak to an Adjuster without the mechanic on the phone, so I conferenced him in a an ignorant adjuster told me that "my claim was denied because I should have told them about the vehicle being involved in an accident from the previous owner, which is the most ridiculous response an adult can say. I need help with getting my money back and/or having them pay out on this claim because I'm a Veteran and a Teacher and I don't have any other means of transportation. I live in ********************** and I teach in ********* city and there's no public transportation in St. *******. I need them to pay the mechanic to repair my transmission.

  

  Business Response

  Date: 10/30/2023

   

  Thank you for reaching out to us.

  Your full refund has been requested.  Please allow **** days to receive the refund. 

  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: 10/30/2023

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