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:10/23/2023

  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 had two contracts with CarShield one on April 16, 2023 and one September 2023 recently in September 2023. I had some issues with my car took it to my mechanic shop. They filed a claim at first days denied my claim because of the mileage when they reinstated my contract and I told the customer service representative the right mileage and they still put the wrong mileage on there, so looks like I put 12,000 miles on my vehicle and I did not they verified that and took fault on their own And then the second time they tried to deny it they said I was using my car is a rideshare and I was not using. My car is a ride chair. I have a custody order that I was using to put miles on my car. They verify that is not a rideshare car all of a sudden they just said it was a branded title so they’re not able to work on my car and I haven’t had my car in four weeks , I’m a single parent so you must know what stress maybe I will be contacting a lawyer to see because this is completely unacceptable and I’ve asked for my money back and they denied it

  

  Business Response

  Date: 10/24/2023

   

  CarShield will refund your payments in full due to the branded title. 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
  **********************
  

  Customer Answer

  Date: 10/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: i feel it is not satisfactory and the customer service was horrible and the issue was not addressed 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 10/27/2023

  On April 26 2023 I got involved with the contract for the silver platinum number ********** all the way until June 2023 and I have requested a refund and they have not been communicating effectively with that. The second contract that I have with them they were able to issue a refund, but the first one I was told they were gonna give me a refund or not. I would like this resolved as soon as possible as soon as possible.

  

  Business Response

  Date: 10/27/2023

   

  CarShield has no contractual obligation to refund any payments after the first 30 days of purchase.  CarShield has in no way violated the terms of the contract. 

  As a resolution, CarShield will refund our last 2 payments on contract ********** 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:10/23/2023

  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 paid car shield every month so if my car broke down they would repair. I have been waiting a month and they still have not said they will fix it to me or repair company

  

  Business Response

  Date: 10/25/2023

  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 has verified they do not know if their recommended repair (Replace transmission solenoids) will fix your vehicle and they can not/will not provide verification of failures.  Your repair facility wants to authorize solenoids and if that doesn’t work your vehicle could possibly need a power control module.  Your contract has coverage for verified mechanical breakdowns and failures. Your repair facility needs to correctly diagnose the transmission failures and the circuit for verifiable cause of failure.  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. 

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

  Customer Relations

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

• Initial Complaint

  Date:10/23/2023

  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.

  False advertising! Prolonged any fixing on your car and in the end your car is messed up and you paid them all this money monthly only to be scammed if anything happens to your car it wouldn’t get fix! They are a bunch of scammers! Period! They let a car place who they deal with hold my car for two weeks only to have me pay a 850.00 renter car fee, 150.00 deductible and 160.00 estimated! Please buyers BEAWARE!

  

  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. Per ***, your claim is now properly authorized and the part is on order. The delays were due to issue your chosen repair facility showing the inspector the wrong vehicle and inspector had to be resent. Claim is now authorized and repairs are underway. 

  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. 

  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:
  
  It’s a lie! I never heard of such a thing! Priority always places numbers on the car! How can they show the wrong car! There is not two types of license plates numbers!
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:10/23/2023

  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 had coverage with Car Shield since June of 2022. When my vehicle broke down they refused to cover it because it was unregistered since Sept. 2022. However, they continued to charge me the premium of $199 even after they denied coverage and refuse to honor their commitment.

  

  Business Response

  Date: 10/23/2023

   

  It is not CarShield's responsibility to cancel your policy. The cancellation is confirmed and we will refund your last payment as a courtesy. 

  Customer Relations

• Initial Complaint

  Date:10/20/2023

  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 purchased a policy that had a 25 day waiting period to file a claim. On the 28th day I filed one and they denied. I cancelled my policy and they assured me I wouldn’t get charged any longer for their services. They charged my card 5 mins later. Suing them for deceptive trade practices.

  

  Business Response

  Date: 10/23/2023

  In order to stop a payment from being processed the request generally needs to be made 5 days prior to the due date.  There is no way to stop a payment the same as the request is made. 

  As a courtesy, CarShield will refund your last payment. The refund will be credited back to the card on file within 3-5 days. 

  Customer Relations

• Initial Complaint

  Date:10/20/2023

  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.

  In January 2023, my car broke down. ******** **** ******, a vendor for Car Shield, accepted the claim. After about 6 weeks, an engine was installed in my 2015 Hyundai Sonata. The installation came with a one year warranty. In June 2023, I got my regularly scheduled oil change. In August I learned that the oil was 2 quarts low. My mechanic topped it off. When we returned from vacation, we started the claim process. (We are still within one year of the motor installed in January.) Their requested photos of the heat sensirs were sent. Later, they called and advised that I needed to take the car to the repair shop; they needed more photos of the heat sensors. I was then instructed to stop driving while they analyzed the problem. I did. Then there was a third request for photos. All requests were for photos of the heat sensors. One was for the odometer. According to the repair shop every picture shows an intact heat sensor. Today ******** **** ****** denied the claim, advising that the car overheated and caused the heat sensors to "melt" (my word). I advised that I never had a problem with overheating. Then they said that the denial included the fact that I drove the car. I told them that I stopped when instructed. They referenced the contract, ignoring my questions about the warranty. It's the same they said. My mechanic stands firm that the sensors are in tact. We have no understanding of their reasoning for denying this claim; which is the one year warranty on the engine installed in January 2023. I will obtain photos and forward if needed. I have paid my mechanic over $1000. I paid Car Shield monthly premiums; $99.

  

  Business Response

  Date: 10/25/2023

  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. Per ***, your claim was originally authorized on 2/17/23. You contacted *** on 8/16 stating supplied engine was burning oil. Your chosen repair facility called *** on 10/4 stating your vehicle came in and is burning 2qts of oil in 1000miles.  The vendor for your supplied engine requested photos of the heat tabs. Once they were submitted 10/16/2023 it is clear that the heat tab center is melted out of it indicating the engine has overheated after the install since those tabs are put on the engines prior to being shipped out.  The engine vendor denied coverage of the claim stating that the warranty was voided due to the heat tabs having melted off indicating the engine has over heated.  The adjudication on this matter is correct.  

  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. 

  ******** **** ****** authorized $8,154.14 in claims on your behalf.  Given that amount is 8 times what you 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 the one year warranty on the motor is still active and should be honored . If the engine  is overheating as stated in their response, it proves that there is a problem with the motor they sent.  Please note that it never affected the gauge in the car. So I was never aware of that problem until I had the car checked for travel. The rep did not advise me to discontinue driving the vehicle when the problem was reported. When they did, I stopped. So I followed their instructions. This car receives regular maintenance; scheduled oil changes, etc. I have engine photos and will send them. I'm not sure why they needed an odometer reading, except to deny the claim for mileage. Their response proves my claim. They do t want to pay. They believe they've paid enough. I'm not sure that warranty coverage works like that.

  NOTE: I am unable to attach the photos to this note. I will try another way.
  
  
  
  Sincerely,
  
  
  
  ******** *********

  

  Business Response

  Date: 11/01/2023

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

  Customer Relations

   

  Customer Answer

  Date: 11/01/2023

  Attached are the photos submitted to ******** **** ******. I retain my original position. The engine went bad in January 2023. They finally replaced it in February 2023. It cost me over $1000 in out of pocket expenses plus the car rental. The new engine has a one year warranty; taking it to February 2024. I have no understanding of why they are not honoring the warranty. The money they paid in February should have no bearing on this case. The overheating engine which has caused the car to burn oil excessively (a quart a month) and/or the heat tabs issue support the fact that the engine is malfunctioning. Neither Car Shield nor ******** **** ****** want to acknowledge that. I communicated with them. I received a variety of reasons and excuses. None of them addressed the 6 month warranty on the engine.  They addressed cost of repair and the problem. No solution.

• Initial Complaint

  Date:10/20/2023

  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.

  Dec 27, 2021 I purchased the Diamond W Elite Plan @ $109/mo for a 2017 car-August 25, 2023 the throttle body has to be replaced. Mechanic files claim which was denied by CarShield. ($490 repair). Call Carsheild and was informed I am covered because I have the top plan, I get transferred. Then told I am not covered because when I purchase the plan that part was not covered, but when the same plan was upgraded May 2022 it now covers throttle body. I was not grandfathered into that plan or informed of the change to the plan. I call to cancel in Sept b4 due date of 16th. They talk me out of it, tell me they will waive Sept payment and charge me 69.99 in Oct. Oct 20 I was charged 69.99 twice - when I called for a refund they said the second payment was covering the missed Sept payment and they do not waive months, I must have been given incorrect info. Paid over $2200 into this plan and could not get an engine throttle body covered for $490. Refund my double payment, cancel my plan and let me move on with my horrible decision.

  

  Business Response

  Date: 10/25/2023

  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. A throttle body is not a listed part for coverage on this contract. A list of covered components can be found in Section B of your contract.  AAS' notes state you were advised of this on the day the claim was called in as well as 8/25/23 when you called CarShield. 

  Our records indicate the payment for October was charged back and credited to the credit card on file. We will refund an additional 4 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.  We have cancelled your contract as requested. 

  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:10/20/2023

  Type:Customer Service 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 called car shield on 9-2-2023 to cancel my account and request a refund for my September payment. The agent said I couldn't cancel until the next month. She wouldn't give what I requested. I told her I would get my money back from my bank. They tried to bill me October and couldn't get a payment because I got a new debit card. They are now calling me every day and sending emails. I sent them a email from my email address that bounced back. I sent a message from their website and they kept trying to get payment when I requested to close the account in September.

  

  Business Response

  Date: 10/23/2023

  We
  appreciate you bringing this to our attention.

  Your vehicle service contract has been cancelled and we will refund your last payment as a courtesy. We have also placed you on the do not contact list. 

  Customer Relations

   

• Initial Complaint

  Date:10/20/2023

  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 has been broken down and I have CarShield as my back up insurance for my vehicle I am having trouble with CarShield paying to fix my car. My car has been in the shop over a month and the mechanic is at a stand still because they are waiting for CarShield to grant them permission in replacing the part that needs to be fixed in which the part has warranty on it to fix it. They are trying to hold me responsible in paying for the breakdown of my vehicle to the mechanic, but the initial hold up is them they are still stalling in paying to have my car fixed. The mechanic is worried that if he break my car down and take the necessary pictures that CarShield need in order to fix my car that they won’t pay, and then I am stuck with a high bill that I am unable to pay due to CarShield. I work daily and I don’t have a car rental that CarShield is supposed to provide me with and they will not give me a car rental. My car was in the shop at Marler Ford dealership to be checked out to see what the problem was with my car after getting it checked I was told that my car had jumped timing and that the water pump was also leaking. I was told by Marler Ford that CarShield told them to tell me to take my car back to the previous mechanic who fixed my car on last year at the PokeyOne Stop Shop, because the parts that was replaced has warranty on it. I had my car towed from Marler Ford back to Pokey One Stop Shop, but when it was towed there the Mechanic said That CarShield wouldn’t give him permission to break the car down to fix my car and that I am responsible for the breakdown of my car here is going 2 in a half months that my car has been down they do not want to fix my car

  

  Business Response

  Date: 10/25/2023

  Thank
  you for bringing this to our attention.

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

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

  Customer Relations

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

• Initial Complaint

  Date:10/20/2023

  Type:Billing 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 cancelled my policy on August 17,2023 via a phone call. No monies taken out of bank account for August and Sept. Money taken out October after the cancellation. I called and was told it wasn't officially cancelled. I was suppose to call back and officially cancel. This is fraud!!! Taking advantage of people.

  

  Business Response

  Date: 10/23/2023

   

  CarShield will refund your last payment.  The refund will be credited back to the card on file. 

  Customer Relations

  Customer Answer

  Date: 10/23/2023

  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,
  
  *********************