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:10/27/2023

  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.

  I have a 2018 Chevy Equinox. I do not have a contract with car shield. My checking account was charged $129.99 on 10/23/2023. I want that amount returned to me. Please contact about this issue so as to get it resolved. Thank you.

  

  Business Response

  Date: 11/01/2023

   

   A customer service representative reached out to you yesterday, Oct 30, 2023 and left a message requesting a call back.  Please return the call at your earliest convenience. 

  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:10/27/2023

  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.

  When I got CarShield they told me everything that was covered and it was not. They just lying to get your money also tried calling all the numbers are bogus. I just want to cancel my contract.

  

  Business Response

  Date: 10/28/2023

   

  CarShield has cancelled your contract as requested. If you need any additional assistance, our customer ********************** department can be reached at ************.

  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:10/27/2023

  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 purchased a Car Shield extended warranty earlier this year, made my payments each month. My car broke down near the end of September 2023. I wasn't sure what the problem was. I brought my car to Advance Auto Parts on September 22, 2023 as they can run a free diagnostic check. When they performed the diagnostic check, they believed there was a problem with my engine. I reviewed my Car Shield coverage. My engine is a covered part. I went on the Car Shield app to find one of their "preferred" auto vendors. I called **** Automotive on the phone. They confirmed they were one of Car Shield's preferred vendors. I brought my car to them on September 24, 2023. It took them several days to take my engine apart. **** Automotive contacted me over the phone and said the damage to my vehicle should definitely be covered by Car Shield. **** Automotive contacted Car Shield and was told to send photos of the engine parts, which the repair facility did. Car Shield denied my claim to **** Automotive stating they were denying my claim due to "excessive carbon build up". **** Automotive told Car Shield they were incorrect, that my vehicle did not have excessive carbon build up and that all the parts of my vehicle damage should be covered. Car Shield refused to pay. They refused to listen to their own vendor. I had to have my vehicle repaired as **** Automotive already took my vehicle apart and this car is my only method of transportation. I had to pay $3,250 to get my car back. I am seeking a full reimbursement of what I had to pay **** Automotive, for repairs which should have been covered. **** Automotive even noted this on my invoice/receipt. I paid Car Shield a total of $595 for this coverage which they advertise on television daily but then refuse to pay when a person has a valid claim. Please help me get my money back. Thank you.

  

  Business Response

  Date: 10/28/2023

  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.  Ms. *************;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.

  Her claim was denied for carbon build up causing the burnt valve condition. ******************** chosen repair facility sent in clear photos after RDI (Remove, Disassemble and Inspect) was performed showing the valve that had burnt as well as clear evidence of carbon build up on the valve and valve seat. This is a classic example of a burnt valve due to carbon holding the valve open slightly during the combustion process. If Ms. ***********; wishes to dispute a decision made by ******************** she will need to contact them directly at ************, by mail at ********************************************************************, by email at ********************************** or see Section ** ******* Resolutions, of her contract which we have attached for convenience. 
  

  We see that **************** has already cancelled her contract. As a resolution, CarShield will refund her payments in full upon execution of a Settlement and Release Agreement.  If you wish to accept this offer please email ******************************* and we will draft the Agreement for your electronic signature. 

  This was also CarShield's response to the letter received by ******************** attorney. 

  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: 10/31/2023

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

• Initial Complaint

  Date:10/27/2023

  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 car recently had engine problems and has about $8,000 in repairs.
  
  I spoke with a representative at Car ****** advising of my problem and they informed me that if I bought and kept the **** repair service I could have the engine issued fixed after 3 months of payments at $128.00
  
  I waited the exact time I was told to wait to file the claim, then weeks later Car ****** advises us they cannot repair the vehicle due to "previous conditions". I explained to Car****** that the previous representative told us we would be able to fix our vehicle if we waited three months to file a claim. Car ****** advised us there was nothing they could do.
  
  The fact the representative confirmed with us that they would fix our vehicle after a certain time frame, and then advised us that was not the case after we have already made $384 in payments is misleading and false representation.

  

  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, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced.  The sales call was reviewed and you stated there were no problems with the vehicle and that you had just had some work performed on the vehicle. 
  

  The claims adjudication is accurate from a claims stand point. The service records sent in strongly support a pre existing failure denial as *** has been shown that there were problems long before the contract was purchased. 

  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:10/26/2023

  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 purchased an Extended warranty for my vehicle, for unforseen repairs. I tried to submit a claim several times before speaking to someone to assist in submitting a claim. I had to find an aurthorized repair site, have it towed to the site, and wait for the site to submit a claim to the company. I have never had a n adjuster call, and explain anything. They told the 3rd party what was needed for the repair and what would be covered. When I filed the dispute on 10/06/23 , i was informed by me calling them that they would not be able to accept the initial dispute, because I filed it prior to the adjuster completing his side. I had to wait to resubmit the dispute. Once I resubmitted the dispute, I received a phone call that they received it an would be able to call me back with the decision. I feel that I was told that the Extended warranty would be a blessing, but at this time I feel that I have had to do all the work to get it going, as well as trying to force communications to the Car ****** aka ******** **** ****** . I would like the repair to be completed or a reimbursement of what I have paid since they are refusing to repair everything needed. Just so you are aware of the issue , Our warranty is a 2015, ***** CX-9 , their design is the waterpump, is built in the engine. The water pump failed, with the water pump, in the engine ther was no other place but the engine for the fluid to go. Therfore it mixed with the engine Oil and antifreeze . The engine is not locked or pressurized, but needs to be replaced. They have elected to repair the waterpump , but not the engine which makes no sense since the failure of the water pump, in the engine is what damaged the the engine. .

  

  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. Per AAS, your claim was adjudicated correctly. Your vehicle was continually operated with failures that started weeks prior to claim start.  Further claim reviews showed your vehicle had expired plates, AAS pulled a Carfax report which showed vehicle had over 129,000 miles back in 6/2022 but reported to have 127,000 miles upon contract purchase in 2023.  This verified mileage misrepresentation at contract purchase putting your vehicle in the waiting period and denying your claim due to a pre-existing condition, not meeting the waiting period criteria and continued operation, all of which are specifically listed as excluded from coverage in your contract.

  As a resolution,
  Car****** will refund your last 3 payments upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

   

  Customer Answer

  Date: 11/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I have yet to view the car fax report that is being reference. Nor have I received any communication from AAS , other than the response through the BBB, which was not part of our contract.  

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

  

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

  You can also purchase a Carfax report through the Carfax website. 

  If you wish to accept Car******'s offer. Please email ******************.

  Customer Relations

• Initial Complaint

  Date:10/26/2023

  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 purchased a car at the dealership sometime in 2019. What I wanted to make sure I had extra coverage so I saw an ad on TV for a company offering extended warranty. Carshield was the company I saw. I dont know much about cars so I called them up and I said hey, I want to be covered and I want them to do all the work so Im covered. When things arise I want to not worry because Ill have a policy.It was a little past six months afterwards my car broke down and car shield did not want to cover much of the problem. They told me I needed to up the policy so next time they would cover issues. I felt like that was their mistake not mine. I dont know what Im buying only that I wanted full coverage on everything. I changed the policy to cover more as they instructed me to do. So wouldnt happen again.About a year later, my car broke down again, and they barely covered any damages. I was stuck with a huge bill. It was a second time this is happened, and it was really quite terrifying. I was angry with them because they would not resolve anything quickly. I had to get rental cars. Sometimes for weeks on end.I spoke with Carshield, and I told them how I was angry, and I wanted to cancel and get my money back. They didnt let me cancel. They didnt let me get my money back. They told me if I canceled my coverage it would be impossible for me to get any other coverage after a cancellation was issued. It would hurt future claims of other work that could be done. I stayed afraid that was true. My car broke down and once again, they told me they wouldnt cover anything. I called customer **********************. I urged them to stop pulling money from my bank account and issue a cancellation. They hung up on me a few times. After many attempts, I was able to get a cancellation. But they told me they wouldnt refund any of the premiums. They should refund me my premium. This company misled me and told me I was covered for everything. Only to not fix my car when it broke down

  

  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 states there have been several claims paid throughout your contract. Claim #******* was for radiator concern and was adjudicated correctly on 1/5/2021 with manufacturer warranty covering repair. Claim # ******* was for radiator concern was adjudicated correctly and authorized to your chosen repair facility on 3/9/2022. On 10/26/2023  the valve cover/intake/thermostat housing gaskets were called in by your chosen repair facility and was denied due to the repairs not being listed for coverage as a stand-alone repair. Claim # ******* on 11/17/2022 for water pump concern was adjudicated correctly and authorized to t your repair facility and paid same day. You called AAS with concerns on 10/26/2023 that were not listed for coverage under your contract.  All prior claims were adjudicated correctly with the appropriate out of pockets costs to you and your repair facility accepting payment. A list of covered components can be found in Section B of your contract which we have attached for your review. 

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

   Customer Relations

  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: 11/01/2023

  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.

  However, I am deeply saddened that the company is only offering me 10 months of my premiums. I was hoping for closer to 20 months. But in good faith, I will accept your offer. As I do not want to stir negative karma.

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

• Initial Complaint

  Date:10/26/2023

  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.

  On September26th,, my 2016 **** ******** with a milage of less than 77 thousand mile begin leaking a ;iquuid, Its was blue sso I knoiw it was not gas or oil.. I did not was to drive my *** to the dealership which is ********** ******** ***** **** ***** ******. Which I builded a relationship with since 2015 for my **** ****. Since my vehicles was towed on Saturday evening. I called and spoke with a rep at ********** relating the issue that I was expercening with my vehicicle. On Monday morning October 2nd I reved a call from a ***** at **********, and I told him that my vehicles was leaking a blue liguid, when I pull into my yard and turn my *** off. ***** reply, ok we will check it out, I told ***** that I have service with Carshield, that he has to contact them before he do anything with my vehicles. ***** reply ok, no problem. On October 4th ***** conted me and told me that it look llike I need a hose, but he did not see any further issue. He asked me if my vehicles was running hot, I told him not I had a a smooth drive at to the store and back with no issue, until I pull in my drive way. He told me to give Carshield a call and he gave me my vin number to give to them., I call Carshiel, and spoke to a *****, he told me that he is the person working with ********** regarding my ****. I asked *****, how long it will be before I can get my vehicles, he say that he sent his man to check my vehicles but ********** told them they don't want in the rain. So that hilding me up, from not getting my cehicles. I calles ********** and spoke again with *****, he say it the Florida weather. He did not know that Carsheild was sending out any one. So, I has to wait and wait again. Mean while, I am cathing a ride back and forward to work. In 10/12, 10/20 &10/23 I called and leave message for ***** at Carshie;id, thats when I find out they called themself ****** ********, By speaking to *****, begging him to please communication with ********** so I can get my vehicles back. On 10/16/2023 I received a call from ***** at ********** that Carsheild denial my claim to repair my ****. I asked why, he say lower that my **** head is broken and I need a new motor, I say loudly, no way, thats is correct, my **** is well kept and my milages is undriven. How can that be, who is resposible. I was hurt, to said the less mu **** is well maintained, ***** agreeded with that, I called Carsheild, and leave a message for *****, he never return my car. I continue call ing until I reach *****, I gave him my vin number, he say yes, your claim is denial, because somesone break your ****. I told him, that I paid for years of service with Carshiled for that reason I can assure him, my **** was not in that condital when it was towed from my residemt. He paid me little or not attention while I was speaking to him. I say thank you and hanged up, Again I call **********, and asked *****, what can they help me with, Then on Tuesday 10/24 ***** call me and told me that he spoked with his manager and they agreed to assit me by me paying $9.000.00 to get my *** back frim them with a new engine. I am still frozen, I asked ***** for his email address, I wrote him and told him that I am having a horrible experice with this issue. The next email I received from Sdhumacher is a sales oerson reaching out to me to get a new car.

  

  Business Response

  Date: 10/27/2023

  Thank you for reaching out to us with your concerns.  We appreciate the opportunity to assist you with your complaint and direct you to the proper party regarding your repair claim.

  As shown in your service contract, Untied *** **** is your repair claim service provider/obligor.  On the bottom of the declaration page in your contract (page 3), your service provider is listed as ****** *** **** of Florida, ** *** ****, ********* *******, CO **********  Phone # ************.  ****** *** **** has full authority over claims procedures, approval, denial and payments and would be the proper party to address your complaint.

  We see, in ****** *** ****'s claim notes, that *****, from ****** *** ****, spoke with you on 10/23/23 and let you know that the heads and blocks were warped from overheating.  This degree of warping only occurs from extreme overheat and continued operation.  ****** *** **** denied your claim due to overheat and continued operation, which are not covered failures as stated in your service contract terms.

  Page T-10 (m) "What is not covered" in your contract states, Not Covered "due to overheating or continued operation and failure to protect the vehicle from further damage once a..... failure has occurred"

  ****** *** ****'s claim portal also shows that you have had previous claims paid in the amount of $2139.19.

  Please contact ****** *** **** directly at the address and/or phone number listed above, if you are not satisfied with their claim decision.  As they are the service provider/obligor, they are the proper party to address your concerns.

  Respectfully, Customer Relations

   

  Customer Answer

  Date: 11/03/2023

  With reference to *** Shield/Under *** ****- The order for my **** to be  dismantle came from *****g at ****** *** ****.   *****g told me that  ****s has an engine problem, and that he is sure that what happen to my ****.  I relpy are you sure.  My report when from a hose leak to a damage engine.  I will again like to point out, that my veicles is well maintain, ********** can answer to that.  No way will I drive my vehicle until it run hot to brake or crack any thing.  ***** at Untited *** **** gave the order to ***** at ********** of ******, to put a new hose on my ****. ***** of ********** called and notify me, my first question was.  How much is the hose cost?  he responsed about $450.00, I said that ok.  At no time did my  any other issues was discuss about my ****.  Until ***** fro ********** told me that ***** told him to dismantle my ****.  At this time, their was no conversation about my **** engine being broken/crack or damage.  To address the ****** *** ****, service to me, I purchased *** Shield many years ago, it supposed to be for service to me. No you counted what was paid for, its not a free service. *****, order to ***** at ********** cost me not to have my **** today and *** Shiel/****** *** **** should take full responsible of have my **** fuller repair.  How this my **** engine got damange, I am lost for words, I am asking for my vehicles back, this is now gong on 7 weeks.  I am asking both *** Shiel/****** Card to do the right thing.  I am a paid customer, and I am not looking for a hand out.  This is not good business practise for both company.  I want my vehicles for my use not to be parked at ********** repair shop. Please take responsiblity for you action, not walk away and take advance of me.  Thanks  

  

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

  Customer Relations

   

   

  Customer Answer

  Date: 11/08/2023

  I have called the phone for ****** *** ****, that was provided in the response today.  I have spoke to **** at 5:30pm Eastern Standard time.  Per **** they are nolonger working with *** Shield.  He then asked me to hold on and tranfered the call out to *** Sheild.  I don't have the time nor energy to play games with ****** *** **** or *** Shield, I am simply looking for a favorable solution regarding my ****. That *****, at ****** *** ****, requested to dismantling of my *** to again **********. If ***** did not requested that I would have my ****. *** Sheild is the service I purchased.  I will exposure this action.  Now that I am again getting the run around, from your corresponding, when bothof you work hand in hand, I am seeking solving. Thanks

• Initial Complaint

  Date:10/26/2023

  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 have a 2014 impala sitting at the garage and they continue wanting me to do different things. The motor is bad. Carshield wants the mechanic to take the top part of the motor apart and determine what is bad. I had to pay for towing in the amount of $225.00 out of my pocket. When I first took this extended warranty they told me if my motor went out they would replace it with a brand new motor, but that is not true. They lied to me about my car. I would like a refund in the amount of $725.00.

  

  Business Response

  Date: 10/27/2023

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

  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:10/26/2023

  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 took my car to a repair shop and had it diagnosed by the shop. The car needed a transmission due to metal shavings in the pan and the way the car was driving. The shop filed a claim with carshield and allowed me to leave with the car because I needed transportation in the meantime while the claim was being processed.
  Due to the car leaving the shop the adjuster denied the transmission and only approved the torque convertor. However the torque convertor is on national back order and you can not get one right now.
  I was never told the car had to stay at the shop once diagnosed before leaving the shop. Once I was told the claim would not move forward the car was returned to the shop but because it had left the shop the transmission it needed was denied.
  To get my car fixed I had to get the shop to install a used transmission and pay out of pocket to get my car repaired. Had I been told from the beginning to leave the car we could have mad arrangements to do so but it would have to have been planned in advance. I also had rental on my contract which does not kick in until the claim is approved which is useless if you have no money to pay for a rental and be reimbursed later which is why most people have an extended warranty on their vehicle.
  It ended up costing me $605 to have my vehicle repaired due to these events. I have since cancelled carshield because the adjust told the shop my transmission would not be covered going forward.

  

  Business Response

  Date: 10/30/2023

  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 reviewed by the Legal Claims Director for ***, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract. The only cause of failure shown by your chosen repair facility was a torque converter failure. No codes and no fluid sample to support the transmission replacement diagnosis was correct.  There was slight metal shown in fluid which indicates the initial cause of failure was internal failure of the torque converter with sub damage caused to transmission. Your vehicle was driven in for repairs and then picked up and driven 332 miles before vehicle was brought back for inspection. This would be considered continued operation per terms of the contract and would limit coverage to initial cause of failure which was correctly authorized to your repair facility. 

  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. 

  ******** **** ****** has authorized $1650.01 in claim on your behalf. Since that amount is significantly more than 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-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: 10/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: had I been told I needed to leave my vehicle and not drive it once the claim was started I would have done so. Yes they covered the amount they stated however it should have only cost me my $100 deductible to have my vehicle repaired not $605. It would have done no good to only replace the torque convertor and the transmission fail later on in which the adjuster told the shop going forward they would not cover the transmission which is why I canceled the service. I feel like they should cover the extra $500 I had to pay out of pocket to get a used transmission installed. That is the $605 minus my $100 deductible.

  They should have explicitly told the ship the vehicle was not to leave once claim was started. It seems like a way to deceive the customer and give them a loophole reason to deny the full repair needed.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/02/2023

  Your contract clearly states on page 1 of 22 "Take immediate action to prevent further damage to YOUR VEHICLE. This CONTRACT will not cover repairs for damage caused by continued operation after a BREAKDOWN has occurred. Deliver YOUR VEHICLE to a REPAIR FACILITY. If YOUR VEHICLE cannot be driven without causing further damage, YOU may have YOUR VEHICLE towed by calling ************ for towing services provided in the Roadside Protection Coverage Endorsement. "

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

  Since there is no refund due, CarShield can not offer any further resolution and we consider this matter closed. 

  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:10/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told on a recorded line when I purchased my coverage that everything in the engine is covered. Now my vehicles in the shop and because the part that needs to be replaced is not a moving component it is not covered. I talked to a supervisor today and she told me the exact same thing that what they tell you whats covered in your coverage and that also was on a recorded line. I was given falsified information into purchasing the coverage that I got. If I would have know or not reassured of this I would have purchased the ************ or not gotten it at all.

  

  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. 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. V*******************/seat are non moving lubricated part and excluded from contract.  Your chosen repair facility has verified these failures by diagnosis and a leak down test showing 47% leakage from exhaust valves and requested engine head to be replaced to fix the customer concerns of hard shift and check engine light on dash. 

  We reviewed the sales call and you were correctly informed about coverage when you asked about specific repairs. A list of covered components can be found in Section B of your contract which we have attached for your convenience. You may choose to keep your contract for future covered repairs or you can cancel your coverage. Although there is no refund due afte rthe first 30 days, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  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: 11/17/2023

  As of todays date, Friday, November 17, 2023 I have signed an addendum agreeing to the settlement. The business offered three months of reimbursements. I am happy with the settlement and the business responded well and we came to a resolution. 

  Customer Answer

  Date: 11/17/2023

  As of todays date, Friday, November 17, 2023 I have signed an addendum agreeing to the settlement. The business offered three months of reimbursements. I am happy with the settlement and the business responded well and we came to a resolution.