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:10/12/2023

  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 signed a contract with CarShield. They went over everything with me. They gave me a time line of when my services would take effect. My transmission went out on my car and they said they couldnt help because I didnt have my plan long enough. False advertisement

  

  Business Response

  Date: 10/13/2023

  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. 

  On 5/17/2023 you stated your vehicle concerns began last year and have progressively gotten worse. On 5/23/2023, you then stated breakdown occurred on 5/2/2023 or 5/3/2023 which would place the vehicle in the waiting period for coverage.

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

  Customer Relations

  ********************** 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: 10/18/2023

  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:10/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about August 25th-28th, I contacted Carshield to Cancel. I have no need for this service as I have a 2020 car that is still under warranty. ******* said that he wanted to keep my business, and "you never know if something happens that *** not be covered." He specifically stated that he would give a a waiver to not pay September and lower the monthly payment if I remain a customer. He lowered this from ****** to *****. I told him I did not need it, and he said I could call back and cancel if needed, but no payment is needed to give me time to think about it. The next payment would be ***** in October. My checking account was charged TWO payments of ***** this week! I called customer **********************, was left on hold for 45 minutes and the agent hung up; her name is ********. I called back and spoke to ******** and she said the case is closed, the refund is denied by Senior Manager, *****. She said the last agent cancelled the policy and I will not get a refund. I explained what ******* said and the manager, who was not on the call, told ********, that ******* "read the script and there is no mention of a waiver." That is a lie. I know what he told me. This is a scam. I have tried to cancel this policy twice! In August and September and both times the agent said to call back. I called back and was scammed. I was charged $159.98. ANY CUSTOMER READING THIS -RUN! They are dishonest and I am certain if the car breaks down, they are not going to pay--read the reviews. CARSHIELD IS A SCAM!!!!!!!

  

  Business Response

  Date: 10/12/2023

   

  Your contract has been cancelled and a full refund has been requested. We are sorry to lose you as a CarShield customer. 

  Customer Relations

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

  Customer Answer

  Date: 10/22/2023

  Carshield refunded the two payments and refunded the payments from my initial call to cancel.  I am satisfied with the outcome.  

• Initial Complaint

  Date:10/11/2023

  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.

  Harassing phone calls asking for payment on a policy that was cancelled on 8/29/23 and threats the company was sending our late payments to a collection agency and sending the information to the 3 top credit bureaus. Just want all contact to cease and desist.

  

  Business Response

  Date: 10/11/2023

   

  We confirmed the cancellation of your policy and have blocked the phone number so our employees can not contact you. 

  We are sorry to lose you as a CarShield customer. 

  Customer Relations

   

• Initial Complaint

  Date:10/11/2023

  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 purchased a warranty with car shield 10/13/22. I've never filed a claim. I was told I could take my car to any repair facility, and that I had a "diamond plan" that covered "everything" however, that is not the case. The auxillary battery went out in my vehicle. I went to the repair shop. The first one said they didn't accept car shield and referred me to *** Boys. *** Boys then advised that car shield didn't cover batteries for my vehicle. Also. for the past two weeks i have been called and harassed by car shield trying to sell me additional services (home warranty). I have told them several times I'm not interested. The last straw was when a representative got snippy about it and hung up in my face. At this point i wanted to cancel any remaining services with car shield. I called and cancelled and encountered a rude rep who hung up in my face when I asked for proof I had cancelled. At this point I'm unsatisfied with what car shield covers and feel as if they misrepresented the services and benefits, resort to harassing practices, and want my payments (12 months) refunded.

  

  Business Response

  Date: 10/16/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. AAS notes there was no claim started on your behalf due to your contract not having coverage for an auxiliary battery. A list of covered components can be found in Section B of your contract.  We have confirmed your contract was cancelled on 10/10/23. We will review the recorded calls and take appropriate action with our employees. We will also remove your information from our contact list. 

  Your contract clearly states there is no refund after the first 30 days of purchase. However, in an effort to resolve this matter, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  ********************** 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: 10/16/2023

  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. I am also hereby requesting once this settlement has been reached no further contact in any capacity including telephone and email. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:10/11/2023

  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.

  Have been paying for car****** for about a year. About 3 months later my jeeps engine decided to blow. It's been taken to a mechanic he broke the engine down like car ****** requested. Now they are requesting a total engine breakdown even they it is not required since we know what is wrong now.

  

  Business Response

  Date: 10/16/2023

  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 your complaint you state your engine has been broken down and a cause of failure has been determined, that is not true.  AAS' notes in your claim indicate you do not have funds available to do required RDI to find a cause of failure. Your claim will not move forward without RDI. 

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

  If you wish to 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:10/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-24-23 I took my **** **** F-150 to **** ********************** Located at ********************************************************************, because my engine was jerking and the odometer was jumping around, I was told it might need a timing chain, but, he would have to open it to check it out. I gave him my Carshield information this way all I would have to pay is a $200 deductible or a little more for parts not covered. It took a few days for my mechanic to get in touch with an adjuster, he sent them an estimate with pictures which stated that after opening the valve covers and timing covers additional repairs may be required. After a few failed attempts to contact the adjuster he spoke with, finally a different adjuster contacted him asking for more information and pictures, he sent more pictures including the pictures of the open covers that showed not only wear on internal parts but, metal shavings from grinding of internal parts. He determined that the engine was no good. Again he had problems contacting the adjuster he spoke with adjuster he spoke with, finally another adjuster contacted him and wanted more pictures and pictures of the exterior of the vehicle as well, this adjuster told my mechanic that they will pay $2249.81 for the parts needed on the estimate because he couldn't see any metal shavings. I trust my mechanic and after looking at the wear and tear on the internal parts of the engine I believe it should be replaced. My mechanic found an engine for $5200 with ****** miles for my truck. I would like Carshield to honor my contract and reimburse me for the engine I replaced. I have been with Carshield for 2 years and I pay them ****** monthly to cover costs to repairs on my vehicle, this is my first claim and I feel I'm not getting my money's worth.

  

  Business Response

  Date: 10/16/2023

  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.   Internal engine failure that appears to have partial cause of failure due to a run low/lack of lube condition that caused severe scoring to the camshaft journals. Your claim was then partially authorized for timing chain replacement as credit in the amount of $2,262.81 towards full engine replacement. Your repair facility has already been paid.

  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. 

  The only resolution CarShield can offer is a full refund MINUS CLAIM PAID with your signature on Settlement Agreement and Release. 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

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

  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:10/11/2023

  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 Monday August 7, my truck broke down while traveling for business. I had the truck towed to *** ****** Chevrolet in Columbia South Carolina. Mechanic determined blown engine and requires a new one. The estimate is $21,095.66. I filed a claim with Car Shield. Car shield made me pay $2,000 to have the engine torn down to determine the exact cause of failure. Car Shield denied my claim based on an obscure technical Bulletin put out years ago by Chevrolet. The service manager says this bulletin in no way applies to the issue of why the engine failed and should not be used to deny the claim. I went through Car Shield dispute process. The service manager explained to the Car Shield representative why they were wrong about the technical Bulletin. Within minutes, Car Shield denied my claim again because there is no catalytic converter on the truck and they immediately canceled my contract and refunded all the premiums that I paid in. I paid them a total of $2,898.66 in premiums. My business is centered around this truck and for over 6 weeks I have had no income because Car Shield has not paid to have the engine replaced. I would like this to go to arbitration. The best outcome for me is for Car Shield to pay to replace the engine. This is only fair. I paid the premiums and they should provide the service promised. The service manager has agreed to speak to any of your representatives if needed. Please let me know what I need to do to take this to arbitration.

  

  Business Response

  Date: 10/11/2023

   

  Carshield is not the proper party with which to start an arbitration. We have attached a copy of your contract. Please see Section M, Dispute Resolutions for information on how to properly file for arbitration. 

  Since you have been refunded in full, CarShield can do nothing further to resolve this matter and consider that matter closed. 

  Customer Relations

  Customer Answer

  Date: 10/23/2023

  I have requested, in writing, arbitration and currently waiting on a reply from Car Shield. 

• Initial Complaint

  Date:10/11/2023

  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.

  Credit ****** isn't covering any repairs..first it was the exhaust system i needed a repair not covered...2nd...my tail and brake lights are out one side brought to mechanic to get fixed now only the ford dealer had the tool to get cap off to chg bulbs all electrical now called car ****** to see if covered because its all electrical not covered what is ? Totally ripping off people.

  

  Business Response

  Date: 10/13/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (AAS) is the administrator
  of your vehicle service contract  and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. AAS  has no record of you or your repair facility contacting them to start a claim.  There are no notes or calls associated with your contract or vehicle. 

  If you have a question regarding covered components, please see Section B of your contract which lists all covered components under your contract. We have attached your contract for your convenience. 

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

   

   

   

• Initial Complaint

  Date:10/10/2023

  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.

  today, 10/10/23 I called Car Shield to get a hard copy of the policy I signed up before on 9/29/23 with a $150.00. I was told that I would get an email confirmation. Yes, I did, but those idiots cancelled my policy, and when I contacted customer service, they told me that I called to cancel my policy. Why in Hell would I cancel a policy when I in fact only wanted a hard copy of my benefits and was told it would be mailed out in 7-10 days. I was told that I had to sign up again, but I could not get the same coverage that my original policy would give me. I could only qualify for a month to month payment of $196 for continued coverage forever instead of a 36 month agreement which was I was promised when I gave Car Shield $150. The fact that they reversed what I paid for on purpose by using the excuse that I cancelled the policy is inexcusable. If they couldn't provide what I was promised, then why did they accept my $150. I do not trust them, and I would tell everyone that I know NOT TO DO BUSINESS WITH THESE LIARS.

  

  Business Response

  Date: 10/11/2023

   

  All CarShield calls are recorded. You did cancel your contract on a recorded line.  Your refund was processed yesterday and will be refunded to the card on file within 3-5 business days. 

  Customer Relations

• Initial Complaint

  Date:10/10/2023

  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.

  Purchased an **** repair policy. Contacted them multiple times about an issue. Vehicle was taken to first repair shop that did not fix the problem. Per car ****** reps on recorded line they advised us if the vehicle is drivable take it back to the dealership. Took to another repair dealership as advised by car ******. When said dealership contacted them with claim they ag**** to pay 1/3 of the repair cost leaving us to pay over 6k for services we pay for. They claim we caused the damage by continuing to drive the vehicle after being told by their reps if its driveable take it back to the dealership.

  

  Business Response

  Date: 10/16/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (AAS) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per AAS, your claim was partially authorized for timing components and not the entire engine to continued operation.  A claims specialist spoke with you and you were informed of your roadside option but continued to drive your vehicle to your chosen repair facility causing further damage.  AAS also puled a Carfax and verified the engine has not received proper maintenance (oil changes) at every 5k interval as specified my manufacturer. There was also a TSB found showing related and similar failures which require the timing components to be replaced.

  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. 

  ******** **** ****** has authorized over $8000 in claims on your behalf. Since that number is 8 times the amount you have paid into the contract, there is no refund due. 

  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: 10/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: In response to maintenance. From the time it arrived in Florida it has been in a repair facility. 

  When speaking to numerous CSR we were advised if the vehicle was driven take it back to the dealership.  Therefore, showing that your reps are groomed to misadvise clients rendering their contracts null and void.

  The company has dished out over 8k on our vehicle. This is why we pay for your services. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 10/18/2023

   

  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 **** **** ****, Ste.
  ***, Lakewood, CO, *****, by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  As the marketer of the contract, Car****** can only offer a refund as a resolution but due to the claims paid there is no refund due. Therefore we consider this matter closed. 

  Customer Relations