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:10/17/2023

  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.

  After purchasing my dream car my 3 month warranty was done and I wanted another. Shopping around I seen a commercial for car shield. I called and received an amazing quote before purchasing I doubled check with representative and named multiple parts that my cousin had told me to name. He has a *** and with my miles on car he said these may occur later. With rack and pinion being 1 of the parts I name. The representative told me that part was included in my contract so I purchased contract. After doing requirements of miles and dates the problem had occurred. My steering light has popped up on dash and I took my car to the shop to fix where I was denied claim because that part was not in my contract. I stated to representatives that upon paying for contract i was told it was. So rack and pinion was never fixed. On 1/30 my car broke down due to clutch. Clutch was not included in fix because its a wear and tear item but mechanic found other issues such as transmission rear view passenger mirror fuel pump axel battery and others. Because car shield and claims department is not under one umbrella mechanic was not able to put in all claims for they was giving shop a hard time. Only steering and axel claim was put in steering denied and **** approved. After installing clutch in car I contacted car shield again to see what could be done about steering after speaking to manager they said they would check voice call of when I was sold contract and Manager verified that I said rack and pinion and representative confirmed when I first purchased contract. Manager then stated that the representative was fired for doing that to multiple customers. Manager said they will not fix steering but will fix others things and offer me a 99$ a month payment from my 110$ a month I was paying I denied due to frustration. For again when contract was sold to me rack and pinion was included. With that being said I had to drop down in work position from $26 to 15$ a hour due to car shield

  

  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, ******************** (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. In review of the claim, the adjudication by adjuster was incorrect because your claim should have been denied as the waiting period had not passed.  Your claim was 23 days in, the waiting period is 25 days. 

  Since the amount of the authorized claim is a larger amount 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-*********.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: 10/24/2023

  Complaint: 20744011
  
  I am rejecting this response because:
  Upon starting contract I was told and voice recording was found stating rack and pinion was included in contract. I just want repairs that was said done when starting contract to be done 
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/25/2023

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

  Customer Answer

  Date: 10/25/2023

  i spoke to a carshield representative upon starting my carshield contract. The representative said my rack and pinion is covered in my contract which is why I started contract with carshield. When Time to fix I was denied by ******************** because the contract on paper with carshield shows I do not have the section I needed to fix the part. But again when I signed up with contract via phone salesmen said part was covered. PHONE CALLS ARE RECORDED AND I WOULD LIKE TO HEAR RECORDING OF ALL PHONE CALLS I HAVE HAD WITH ********* AND ********************

  

  Business Response

  Date: 10/27/2023

  Thanks for reaching out to us again.

  We listened to the sales call and although you did ask about many specific parts, you were NOT told that rack and pinion was a covered repair.  If you would like a copy of the recording, you can send the Court Order to our legal department at ************************************************************** 

  Again, if you wish to dispute a decision made by ******************** you will need to contact them directly at ************, by mail at ********************************************************************, by email at ********************************** or see Section ** ******* Resolutions, of your contract. 

  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: 10/28/2023

  I would like to hear recording conversations when starting contract with carshield. I would bbb help me be able to get recording. Recording of date of starting contract will prove carshield is lying. Only way to prove is with recording from carshield conversation of January 2023. 

  

  Business Response

  Date: 10/30/2023

   

  The BBB has no authority or bearing on claims and has no legal standing to force any company in regards to legal action. They act as a liaison between companies and consumers.

  If you want a copy of the recorded calls, please send your Court Order to the legal department at CarShield. 

  Customer Relations

   

  Customer Answer

  Date: 10/30/2023

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

  PS I will be looking Into court order for recording thank you. 

• Initial Complaint

  Date:10/17/2023

  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 SPOKE WITH THE SUPERVISOR ON 10/13/2023 DUE TO MY CARD BEING BILLED FOR AN ADDITIONAL MONTH FOR WARRANTY ON A VEHICLE I NO LONGER OWN. THIS VEHICLE WAS SOLD TO ******. WHEN I SPOKE WITH THE REPRESENTATIVE A WEEK PRIOR, THEY STATED I SHOULD NOT CANCEL THE WARRANTY AND TOLD ME THEY WOULD CALL ME TO REMIND ME TO CANCEL THE POLICY BEFORE THE NEXT PAYMENT WAS TAKEN OUT. I WAS ALSO TOLD THAT I COULD CALL BACK ON 10/13/2023 TO HAVE IT CANCELLED. THE SUPERVISOR TOLD ME THAT THEY LISTENED TO THE RECORDING AND CONCLUDED THAT I DECIDED TO KEEP THE WARRANTY. IF THEY LISTENED TO THE ENTIRE CALL, THEY WOULD HAVE KNOWN THAT WAS NOT MY INTENTION ONCE THE CAR WAS SOLD. I CALLED CARSHIELD AGAIN TODAY (10/17/2023) AND THEY STATED A SUPERVISOR (*******) CALLED ME ON 10/14/2023. I HAVE NO MISSED CALL NOR A VOICEMAIL REGARDING THIS MATTER. I DO NOT UNDERSTAND HOW I CAN BE CHARGED FOR WARRANTY ON A VEHICLE THAT I DO NOT OWN. I DO NOT EVEN HAVE A VEHICLE AT ALL. THEY SHOULD HAVE BEEN ABLE TO REVERSE A PAYMENT THAT WAS TAKEN OUT ON THE SAME EXACT DAY. I WOULD LIKE A FULL REFUND.

  

  Business Response

  Date: 10/18/2023

  The refund of your last payment has been requested. It will be refunded back to the card on file in 3-5 business days. 

  We are sorry to lose you as a CarShield customer. 

  Customer Relations

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

• Initial Complaint

  Date:10/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle in July 2023 and while on the phone with the car sheild rep he said you made a good choice those vehicles are known to have engine problems and in October 2023 my vehicle broke down I called carsheild they told me to take it to the shop. The shop originally said it was a timing issue. They called and asked if I had vehicle repair orders for the vehicle I said no I just purchased the vehicle. They then said they needed to go further and take the engine apart to be sure. 1 day later claim denied for engine sludge. Car sheild did not say they do not **ver used cars and what **uld be repairs that were not made by a previous owner. I asked why would my repair be denied when I just purchased the vehicle and what I thought was a warranty to **ver my car. When i spoke to a representative they said I didn’t have enough receipts and or info to support my claim. How can I have info for a vehicle I just purchased.

  

  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
  **ntract, ******** **** ****** (***) is the administrator
  of your vehicle service **ntract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have **ntacted 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 **rrectly and in ac**rdance with the terms of the **ntract. *** states your vehicle was not properly maintained and the lack of maintenance caused sludge to build up, in some spots it hardened into carbon. This would be a direct cause of the failures to the engine internals and would also mean that this is a pre existing **ncern as there is no way this was an immediate failure.

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

  As a resolution,
  CarShield will refund your payments in full upon execution of a Settlement and
  Release Agreement. If you wish to accept this offer, please email **************.**m to
  **nfirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your **ntract number for faster
  processing. 

  Customer Relations

  CarShield
  is here to address your **ncerns. 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 **py of the lawsuit is available at
  **********************

  Customer Answer

  Date: 10/30/2023

  **mplaint: ********
  
  
  
  I am rejecting this response because:
  My car is in a shop and now has to be paid for to either be fixed or put back together in order for the car to be returned to me in the **ndition in which it was taken there. I think a fair settlement would be to aid in the repair with at least the labor **st. As there is no where that states if you purchase a car that may already be damaged we do not **ver. I only had the car for 3 months and **uld not have possibly known that the cars engine may or may not have had “sludge” the car drove perfectly fine until the day of the incident 
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 11/01/2023

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

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

  Customer Relations

  CarShield
  is here to address your **ncerns. 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 **py of the lawsuit is available at
  **********************

• Initial Complaint

  Date:10/17/2023

  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 had Carshield s as a warranty option on my car. I still had to pay out of pocket for repairs and called to cancel and be removed from all contact. Im still receiving emails from this company and cant get them to stop emailing me. I dont know which location I was with but I want all Cardhield locations to stop emailing me.

  

  Business Response

  Date: 10/18/2023

   

  We have added your information to our do not contact list. We have also blocked the email addresses listed on your account and in your complaint. 

  Customer Relations

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

  Customer Answer

  Date: 10/30/2023

  I never received any notice of Thor response. Im still getting emails from them. So no Im not satisfied.

  

  Business Response

  Date: 10/31/2023

   

  Please see CarShield's original response below. If you have another email address you would like us to block, please email ******************************* 

  We have added your information to our do not contact list. We have also blocked the email addresses listed on your account and in your complaint. 
  

  Customer Relations
  

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

  Customer Answer

  Date: 11/01/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/17/2023

  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 got CarShield approx. 3 months ago. I went to use the service and they are not covering everything that the contract is stating that they should. I have paid them $594.54 in monthly payments and also have spent $110 on a rental that they said I could get but now they will not cover since I want to cancel and they are refusing to cover a repair on my car. They are expecting me to pay the out of pocket amount for what the entire repair would actually cost. I am not getting anywhere with them on the phone and they keep saying "sorry for your inconvenience" I would like my money refunded for what has been spent since they are not providing the service that I am paying for. My account # is **********. They are not helping me with canceling my account either and they will not remove my payment card from their system.

  

  Business Response

  Date: 10/19/2023

  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.  You are responsible for any out of pocket costs due to your repair facility's mark up on parts and labor.  The current authorization in the amount of $2,468.95 will stand as is as a credit towards repairs and paid with a final invoice submitted for payment.

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

  Customer Relations

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

  Customer Answer

  Date: 10/20/2023

  The business as of now has solved the issue. 

  
  Please cancel the complaint.
  

• Initial Complaint

  Date:10/17/2023

  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.

  Claim filed on 10/04/2023 clam number ******* They are giving me and ****** Dealership the run around to fix my vehicle. We have provided them everything they have asked for. Now they are asking for something that Does not exist. The vehicle is at the manufacturing dealership. i need them to fix my vehicle i owe 18k on it still and the repairs are around 10k.

  

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

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

  Customer Relations

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

  Customer Answer

  Date: 10/30/2023

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

  Customer Answer

  Date: 10/30/2023

  Please remove this complaint from the BBB website.  please inform BBBDisputes@american

• Initial Complaint

  Date:10/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased CarShield on two used vehicles. I asked all of the questions concerning maintenance from the prior owners and if their lack of maintenance/service would have any impact on any issues that may come up on the vehicles. I was told no, so I continued with my purchase. Fast forward eight months later, my daughter broke down, we took her car to a shop, she needed a new engine. I supplied all of my documents and information to CarShield, they denied my claim and based it off of “previous maintenance” (maintenance that was or was not done before I owned the car) I was out over 6,000 and CarShield did nothing to assist. I have talked with the company several times, they have not been of any assistance in the matter. I have canceled my policies with the company, I do not need them if they’re going to deny claims based off of anything that happened BEFORE I owned the vehicle, that is the sole reason I purchased their policy.

  

  Business Response

  Date: 10/19/2023

  Ms. ******, 

  Our response has not changed since you filed the last complaint.  If you wish to dispute a decision made by
  ******** **** ****** you will need to contact them directly at
  ************, by mail at **** **** ***** **** **** ********* *** *****, by
  email at l********************************* or see Section M, Dispute
  Resolutions, of your contract. 

  CarShield offer of a refund of 6 monthly payments on contract ********** still stands. 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:10/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased car shield for my truck. I needed to have either 250 miles and 40 days or 500 miles and 25 days out on the truck. I had 491 miles and we’ll over 40 days. My check engine light came on in my truck so I drove it to the shop. It needs a bunch of work. I filed a claim with car shield, and they denied it saying I didn’t meet the amount of miles and days. I disputed it and got that cleared after days of arguing. They then approved the claim but only for less than 1/3 of the cost of the repairs. Their reason being “continued use after a break down” when it doesn’t say ANYTHING about a check engine light being a breakdown. Because it is not.
  
  Straight from their website
  
  “ If you see a solid check engine light,
  then that's your OBD system telling
  you that there's an engine issue but
  it's not going to cause immediate
  damage. You can therefore continue to
  drive (carefully) and then start looking
  for a mechanic's help once you get to
  your next stop.”
  
  They are absolutely scamming me and I’m sure they’ve used the same tactic on many others. Super slimy, I did exactly what I am supposed to do, always pay the bill on time. This is outrageous.

  

  Business Response

  Date: 10/17/2023

  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 partially authorized in the amount of $3,044.81. *** states that your claim was only partially authorized due to you continuing to drive the vehicle after a failure.  After further review of the vehicle history report it was also found that there was an odometer rollback which would have made your vehicle ineligible for CarShield coverage to being with. 

  The partial denial on your claim will stand. 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.  Please note CarShield has no authority over claim decisions and can not change any decision. 

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

  Customer Relations

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

   

• Initial Complaint

  Date:10/13/2023

  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 charged for 2 months of service after I tried to cancel my account with them and was told no payments would be taken for September and October for 40 days and then they charged my account 1 week later.

  

  Business Response

  Date: 10/16/2023

   

  CarShield has refunded one payment back to the card and will refund any additional payments by check. We are sorry to lose you as a CarShield customer. 

  Customer Relations

  Customer Answer

  Date: 10/26/2023

  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:10/13/2023

  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.

  see Attached document
  Click here to Get the File - use the Password: ********
  *****************************************************

  Claim  #*******

  I called them as to where to have the van taken. as Griffin Dodge where I brought the van new and always had service done there until they told me they don't accept 

  Car****** Warranty, so they told me the ****** ******, **** Repair.  It was there until August 3,2023.  They said it needed more work they provide, so I called Car******

  again----- They told me take it to *****. It's been there Aug 3- Oct 10 Still there. Please call me ************.

  I am enclosing a letter for legal action from *********, **** ***** ****** ********* ******

   

  

  Business Response

  Date: 10/17/2023

  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, the delays in your claim are associated with a parts resolution.  The notes your on claim state the resolution has completed and the new part was delivered on 10/12/23.

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

  Customer Relations

  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: 10/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They were supposed to deliver the parts on October 9th which was Columbus Day. Then I got a call from Car****** that they were going to deliver it on that Friday. Then I got call from ***** that they weren't going to be able to work on the car until the 16th, if everything checked out and they sent the part on October 14th.  They were taking way too long in this process, they have had my car until October 3rd. 

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

  

  Business Response

  Date: 10/19/2023

   

  The part for repair has been delivered. Car****** has no control over the time if takes your chosen repair facility to perform the authorized repairs. 

  Customer Relations