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:10/20/2023

  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.

  We have a 2007 Dodge pick up truck. The engine failed in July 2023. We took it to our mechanic and he stated that a barring had failed and the engine needed to be replaced. We have been trying to get ahold of Carshield to get the repairs done. We final get them to come and inspect the truck on 10/17/2023. The inspector took pictures. So, we get a call from Carshield and they stated that they will not cover the repairs because the truck had been modified. The only modification that was made was the box was removed and replaced with a flat bed and that does not get connect to any engine component in anyway. I would like for them to honor their contract and repair the engine on my vehicle.

  

  Business Response

  Date: 10/24/2023

  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 currently denied.  Your vehicle has modifications to the truck bed for commercial usage and has farm plates on vehicle as seen in inspection report.  This makes your vehicle ineligible for CarShield coverage. 

  ******** **** ****** has informed us they have cancelled your contract and refunded you in full minus claims paid.  You will receive your refund check within 10-`5 days. 

  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: 10/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Thank you for filing this complaint on our behalf. We are in the process with our Attorney for legal counsel and will update you as soon as we have decided our further action
  
  
  
  Sincerely,
  
  
  
  *** *****

• 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.

  Brought my vehicle to a service center to get the front 4x4 repaired as the cv axle had been leaking fluid. During this I have lost 3 days of work so far no rental vehicles per the contract and have yet to get the vehicle fixed or inspected yet. The inspector that car sheild claims has to look at the vehicle doesn't seem to exist and I'm getting very upset with the sub par communication between them and the dealership.

  

  Business Response

  Date: 10/24/2023

  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 ***, there has been no decision made on your claim. *** has been requesting an estimate and photos from your chosen repair facility since 9/27/23 and finally only received the estimate on 10/16/23. *** was advised on that date that you had picked vehicle up and could return for an inspection so an inspection was set up. Inspection was not performed because the day the inspector scheduled to get there the vehicle was removed prior to the inspection being completed. All of this is resulting in further damages due to continued operation which is specifically listed as excluded from coverage in your contract. 

  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. 

  If you wish to cancel your contract, Car****** will refund your last 4 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
  **********************

   

• Initial Complaint

  Date:10/19/2023

  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.

  Message: I boought a Platinum Car Shield repair policy 2 yrs ago. The agent showed me online what is covered, took my credit card info and signed me up. Lat week my engine llight came on, I took it to the mechanic who diagnosed the oil filter housing unit that keeps the engiine oil cool was bad and needed replaced. I was told it was not covered because it wasn't in my contract. I explained it was in the PLATINUM POLICY that I bought. So if anything happpens to my engine because of this repair, it will not be covered because it doesn't say it on my policy that you sent me., However, it does say it, just not in the exact words. My husband has the same policy, but his puts it in different wording. Both are platinum coverage.

  

  Business Response

  Date: 10/24/2023

  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. The repairs to your vehicle were correctly per terms of your contract. This particular VSC does not have coverage for the oil filter housing/oil cooler. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  CarShield updated their contracts after you purchased your contract that *** include parts that were not covered previously. Your contract clearly states what is covered under YOUR terms.  We see that American Auto Shield has authorized $2590 in previous claims that were covered under your contract.  If you wish to cancel your contract, CarShield will refund your payment MINUS CLAIMS PAID 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. 

  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 *** have. 

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

   

  Customer Answer

  Date: 11/11/2023

  
  PLATINUM
  This vehicle service contract is the best coverage option for a vehicle with higher miles on it. It protects your vehicles engine, transmission, AC, electrical system, starter, water pump, fuel pump & more.                                                                                                                                                                        The advertised sample policy says " Oil pump housing, Oil Filter housing." ******* pump housing cools the oil that goes into the engine. My contract only says ,"and oil pump. " It also states, "The engine block;
  engine heads; cylinder barrels; timing cover; valve cover(s) and oil pan are covered ONLY if damage is caused by a FAILURE of any internally lubricated
  part within the ******** ******* pump housing sends the cooled oil to the engine.         Car Shield changed the wording so it did not have to pay for it.
  

  

  Business Response

  Date: 11/13/2023

   

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

  Customer Relations

  Customer Answer

  Date: 11/13/2023

  Complaint: 20756646
  
  I am rejecting this response because: Car Shield stated that they changed the contract after I purchased my contract. However,  the online contract is stil on the internet when I sent it to the BBB. ait is almost identical except that it leaves out important words like "housing": on my contract. I may have overlooked the difference when I got my contract, but the fact remains that it was still online at the time of my complaint. Car Shield the wording on mine just enough to be able to deny the claim. I have the dates of the online search so I can prove it was there. If Car Shield still denies the word change as an excuse not to pay my claim, then I will take all of the copies of both my contract and the online sample (which is still there as of this letter) to small claims court and the judge can decide if it was deceptive advertising. 
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/14/2023

  As stated in our previous response, the contract YOU purchased and the covered components in your contract are listed in Section B of your contract.  Contracts found online are examples of contracts which is we encourage our customers to review the contract and cancel with a full refund should they decide not to keep coverage.  

  Any legal correspondence can be sent to *******************************.

  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:10/19/2023

  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.

  Unrequested solicitation and no response when I called at 7PM local to them. I got: "Thank You for your call....GOODBYE!"

  

  Business Response

  Date: 10/20/2023

   

  CarShield is the biggest provider of vehicle service contracts in the US and many folks mistake ** for nefarious callers, because we are the ones showing up in the mail box etc. CarShield never cold calls potential clients to sell vehicle service plans. CarShield only contacts people who have called us directly or made an internet inquiry, thereby submitting their contact information.

  Nonetheless, we have added your information to our do not contact list. 

  Customer Relations

  Customer Answer

  Date: 10/23/2023

  I received a mail solicitation and when I called to ask that they remove me as I have no car, unless they are willing to gift me with one, I got the voice message that I did.  THAT is why I filed a complaint.  Once they respond to it, I will close the complaint as my removal from their lists does resolve the issue.

  

  Business Response

  Date: 10/24/2023

   

  Our previous response stated we added you to our do not contact list. 

  Customer Relations

  Customer Answer

  Date: 10/24/2023

  While they have provided me with the corrective action that will close the case, I wish that they would acknowledge WHY I filed the complaint in the first place, as it was related to the end result in the initial stages. 

   

  Bottom line, they were NOT taking LIVE calls despite what their own website stated were their "business hours".  MY ISSUE.

  Customer Answer

  Date: 10/27/2023

  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:10/19/2023

  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 contracted/signed up with Car ****** for and extended warranty on my 2006 Subaru in May for a car repair warranty as I'm disabled and cannot do any work on my own. In June my engine light came on so I called their number right away as their national ad says to do. Their towing company came and towed my car to their repair shop but the driver damaged my recently put in radiator which has nothing to do with why my engine light came on, my car wouldn't start which is why I called them for help. My car has been worked on and is ready to be picked up but Car ****** is saying that they are not going to pay because of a radiator that their towing driver ruined. The mechanic at the repair shop says that the radiator had nothing to do with why the engine light coming on and he had to make that repair anyway to make my car start & run, the radiator isn't even a factor, just an excuse to not pay the repair bill that they were under contract to provide services to me and my car. This is called a 'bad faith claim' in the insurance industry, which also violates the ********s with Disabilities Act that supposed to protect me from this total dishonesty. I can't afford an attorney and need my car back, please help, Rick.

  

  Business Response

  Date: 10/23/2023

  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 contract does not have coverage for cylinder head gasket as cylinder head is only covered with failure of internally lubricated moving part. No seals and gasket coverage as a stand alone on this contract. A cracked radiator is not listed for coverage either. You stated the tow truck driver broke radiator on tow over to repair facility. The tow invoice shows towed for engine noise only. A cracked radiator would have no bearing on claim decision since both radiator and head gasket are not listed for coverage regardless of what caused the failure. A list of covered components can be found in Section B of your contract. 

  Your chosen repair facility's diagnosis stated overheat due to cracked radiator with low compression found and coolant intrusion into the cylinders. This would not be a covered failure under the terms of the contract. You may choose to keep your coverage for future covered repairs or you can cancel your vehicle service contract.  If you choose to cancel your contract, CarShield will refund 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-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

  By Car ******s own admission, they are overruling what the mechanic at the repair shop that they provided in diagnosing the motor in my car. I followed the protocol that their own Nation advertising instructs you to do. The engine light comes on and it won't start, call for a tow which I did. Their tow truck driver caused a new radiator to leak, with witnesses, before towing my car to their repair shop. The mechanic diagnoses the problem and works on it. My car NEVER ran AT ALL so it COULD NOT have been the radiator excuse that they are MANUFACTURING TO AVOID fulfilling the contract that they entered into. Car ****** employs a person named Paul to do EXACTLY what they are trying to do here. How can he somehow OVERULE what their own mechanic diagnosed some 3000 miles away, that never happened, with dishonesty?! I'm supposed to be protected by the ********s with Disabilities Act from this dishonesty by businesses, Car ****** is violating the very letter of that law, I have restrained from filing a complaint with the State of Michigan hoping that honesty and justice will prevail here. The repair shops number is *** ********, they will tell you the truth about this situation and how it WAS NOT the radiator or manufactured excuse from Car ******s fine print. Thank you, Rick

  

  Business Response

  Date: 10/24/2023

   

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

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

  Customer Relations

• Initial Complaint

  Date:10/19/2023

  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 been with them over five years. This year they decided that they are not going to help me with my car. My car needs a motor. Carshield informed the mechanic that my contract is too old, and they have denied the repairs to my car. My car has been in the shop since 09/15/2023. I have contacted Carshield and I am not getting anywhere with them. I want my car repaired.

  

  Business Response

  Date: 10/23/2023

  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:10/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay carshield every dime on time for the services that I might need in the future my truck one of them finally went bad I contacted the car shield they told me what to take the vehicle they had my vehicle since August the 7th and today you see is in October now but I contacted them and they told me that my contract was denied they would not be fixing my truck only thing I asked them to do is to finish their job to do what the contract stated them to do not fine every little small breathing in the world not to do what they said they will do so if they cannot fix my truck I would like for me to be able to take it somewhere else and for them to be able to pay for my vehicle to be repaired looking for pain and suffering for all the time it took me to get them to see exactly what I was stating in the first place

  

  Business Response

  Date: 10/26/2023

  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:10/19/2023

  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.

  07/2023 to current, sales people stated all problems related to the engine will be covered , it was a discrepancy on millage. I sent all kind of docs to fix it finally they did, mech try to submit a claim did not let them because of millage, they fix it, I need to utilize the I surance. Now they are decling because was not as resulting of moving component, when in two ovations they stated was covered, and I can't submit any of the claims they did not let us submit in the past.

  

  Business Response

  Date: 10/24/2023

  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. Cylinder head failure was not covered by an internally lubricated component and is a result of a defect that the manufacturer has taken responsibility for.

  As a resolution,
  CarShield will refund 2 payments upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

   

  Customer Answer

  Date: 10/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  They responded it was covered, and they did not let me submit claim, contract was sent not in time  they knew was not my addrrss
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/25/2023

   

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

  If you wish to accept CarShield's offer, please email ****************** and we will draft the Agreement for your electronic signature.

  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:10/19/2023

  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 9/27/23 I brought my car to Audi who stated both my rear springs were cracked. They submitted a claim to car ******, who said they would cover $1283.68 of the bill that was over 2k. I brought my car to another mechanic would could do it for under the covered amount. When they submitted the claim, car ****** said I had to pay almost $400, as they would only cover $800 and something now. They are giving only a portion of any claim to lessen the cost burden on themselves. If they thought $1283 was reasonable previously then I should be covered for that amount… it shouldn’t change when I’m able to find someone who will do it for that amount. The supervisor I spoke to spoke to me like a child with one word answers to make matters worse.

  

  Business Response

  Date: 10/23/2023

  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 out of pocket costs are related to the enhanced labor rate difference between the Audi dealership and your current repair facility performing the repair.  The current repair facility labor rate would be paid for whichever facility is performing repairs. Repair facility parts and labor price mark ups are not covered under the terms of the contract and would be out of pocket costs to you.  Your claim was authorized correctly for parts and verified labor per terms of the contract.

  As a resolution,
  CarShield will refund your last 3 payments upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please ***** ****************** 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

  Awaiting response to email sent to carshield at their request regarding their proposal. 

  

  Business Response

  Date: 11/06/2023

   

  In our response we asked that you ***** ****************** with confirmation you accept our offer. We never received that email so the Agreement was never drafted. 

  Please allow 10 days to draft the Agreement. We will email it to you for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:10/19/2023

  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 is a 2020 Buick Encore I purchased the car in 08/2020 I kept up with the maintenance on the vehicle everything was going great. I hit a big ditch and thermostat went out. They (Carshield) are trying to saying that the thermostat was the cause the motor to overheat and quit running. They said that since I did not change the thermostat at 80000 that they will not cover it. I was not having any issues with my thermostat at that time. So, Carshield is denying my claim to repair my vehicle. I have been paying them for three years. They should be more advisable on their policy and they will not repair my motor. I want my engine replaced.

  

  Business Response

  Date: 10/24/2023

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