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:10/09/2023

  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 submitted this complaint back in May 2023 and unfortunately no longer have the complaint number. I paid for a warranty through Car Shield in March 2023 to cover my 2015 Jeep which went down and needs an engine in May 2023. It took 6 months for an adjuster to go out and look at my vehicle. Now he wants the mechanic to remove the engine for his review. He is an adjuster not a mechanic, this is just another ploy to continue dragging this out and not cover my vehicle. Each time something else is needed never approving or disapproving coverage on my vehicle. They requested reports and pictures from the mechanic and myself which has all been done. I want my car covered as stated in their policy/contract etc. I will no longer pay for the warranty because they are shady and misleading in their advertisements.

  

  Business Response

  Date: 10/12/2023

  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 was ultimately denied after in-depth review due to your vehicle having no registration violating your contract requirements of having to be registered within 2 months of failure.

  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: 10/16/2023

  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. However, it is not true, my registration for the vehicle in question is in force. 
  
  Sincerely,
  
  Sa'********

  Customer Answer

  Date: 10/16/2023

  I requested a refund of all monies I paid CarShield through the address provided in their response. Thank you

  

  Business Response

  Date: 10/16/2023

   

  We will draft the Settlement Agreement and email it to you for your electronic signature within 10 days. 

  Customer Relations

  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,
  
  Sa'********

• Initial Complaint

  Date:10/09/2023

  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 took my car to the dealership because I had an airbag light stuck on. The dealership is telling me that the sensor in the passenger seat is defective. I have Car Shield Car Warranty and they are refusing to pay to fix it. I know it's states in the contract that airbag repairs are excluded. My big concern is that this is a big safety issue that I feel that they should fix because someone could get injured or killed. I sent a document for to review that I sent to Car Shield. Please respond back to me.

  

  Business Response

  Date: 10/10/2023

  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. Upon further review your claim was adjudicated correctly due to the terms of your contract. Your eligible components can be found is section B of your contract. The contract will cover what is listed no less nor no more. The air bag system is not listed under any policy as we can not cover the safety components. Your contract has paid out $1894.49 which is more than you have paid into the policy therefore there would be no refund due. 

  Customer Relations.

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

  Customer Answer

  Date: 10/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I will reject the information that the BBB has sent so far.  I feel like the whole complaint is not being addressed which is about the passenger seat not being safe.  Yes, it does say that air bags are excluded but this is a sensor in the seat.  How can they totally neglect the main issue?  The passenger seat could severely injure someone if the airbags don't work properly.  What blows my mind is that they could even put that in the contract and think it's okay and not cover a safety issue.  I think since t am not the first owner, the dealer can't cover it, because I only have about 71,000 miles.  I think the airbag exclusion should be totally eliminated from the contract.  How many other policy holders in the country have run into this?   I have included the original dispute from Car Shield hoping that the BBB take a second look at the safety part.  I have also included the cost from the dealership that is my part.  If Car Shield doesn't do their part, i feel Car Shield should meet me somewhere on the cost.  Also Car Shield should not run commercials promoting a reliable safe warranty company.  Please read the whole compliant to understand what my concern is for me and my family.       
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 10/13/2023

  The BBB has no authority or bearing over complaints and how they are resolved. They simply act as a liaison between consumers and companies when a problem arises. 

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

  CarShield can offer no resolution on this matter due to the authorized amount on your claim being double what was paid into the contract. We consider this matter closed. 

  Customer Relations

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

• Initial Complaint

  Date:10/08/2023

  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.

  My red Jeep is at ******* ******** in ********** ***** on ********* **** and Square Lake. I am extremely stressed which is not good for my health; I have Lupus SLE which has attacked my heart valves!! It is too much! My Jeep is burning oil, so I refilled it about once a week. ******* called Car******. The Adjuster told them to break the engine down to check the issue. I am being charged $2,000 for this! What?!! Car****** is already sounding like they are trying to wiggle out of helping me!! My car is a ***9 Jeep Grand Cherokee with over ***, 000 miles on it. I got Car****** years ago just in case for this situation. I was told years ago that oil -lubricated bad parts in the engine are covered if they become issues. ******* thinks my piston rings are bad, oil lubricated parts. Car****** is already stating that if they detect another cause for rings going bad, then they will not cover the cost. WOW! This is clever! Put the expense back on me. The point is that the car is old so, wear and tear MOST likely caused the issue. I take great car of my car. The adjusters must be trained to come up with excuses or reasons not to pay! My engine is being broken down, and I am so nervous about Car****** not helping me. They are already implying it from what the ******* Tech told me. Please help me. I am already out of $2,000 and can’t afford to pay for an engine or engine repair without their help. I am trying to stay calm and pray that Car****** will serve me well as I have paid them well over time for years. This is beginning to take a toll on my health; my body is beginning to swell again, especially my left foot. It’s too much! I just need company’s to just be honest and do what they promise! Please help me. The issue is how they sale to customers!! They leave catch-words out!! don’t have money like this, Car****** told them to break my engine down; I have to pay!!!! What is that…Sales Tactics are Criminal to the customer…ambiguous & misleading!

  

  Business Response

  Date: 10/10/2023

  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 ************. There was no claim decision made on your claim as your chosen repair facility has not demonstrated a covered failure. Piston ring failure is excluded from coverage to correct oil consumption. AAS needs RDI to show a failure tied to out of OEM specs and not related to an excluded cause such as to correct oil consumption or failures due to carbon. Also your vehicle was driven in for repairs and being driven with oil consumption issues.  You were given option to perform RDI to show a covered failure, you have refused to complete this process. The failures shown at this time would result in a denied claim. 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

  Your claim can not move forward without a demonstrated, covered failure.   If you choose not to move forward with your claim, Car****** will refund your last 12 payments as a courtesy upon execution of a 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

  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: 10/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Car ******’s sale’s person clearly stated that “oil lubricated parts” were covered when I bought this policy years ago!  NOW, I know that their claim was misleading and definitely clarification was needed by the sales representatives concerning “oil lubricated parts”; it would not have required much effort and time to state that parts like the piston rings, an “oil lubricated part” in the engine was not covered.   “Oil lubricated parts” are the “catch words” that got my sale!!  Most of your pricy repairs are the parts that are “oil lubricated”, so it was thought to be a great deal for me to get the policy!  I was worry free if an “oil lubricated part” broke down!    Now look at the position that I am in?!!  I wonder if that’s the case today for others buying the policy.  A poll should be taken to investigate if this was one major reason many bought Car******….the sales pitch included “oil lubricated parts” would be covered without clarification.  Piston rings are an “oil lubricated part” in the engine.  Mine are bad but will not be covered by Car****** I was informed by AAS, the company connected to Car******.  WOW!!  This is disappointing!!

  Furthermore, my engine is currently broken down by the dealership as requested by Car******/AAS.   An AAS inspector was to come out to inspect it to figure out the issue.  It never happened!!  The dealership has the specifics about breaking down the engine situation.  The dealership are currently waiting for the inspector, but they have not heard from Car******/AAS!  It’s just unfortunate what is happening!  Now, I have a broken down engine ready to be inspected by AAS. which I am being charged about $2,000.00 for the engine to be broken down, and they have gone quiet.  This is a nightmare - $***0.00 bill plus a claim rejection!!  I am so upset and very sad!!  This situation has me very emotional which is not good for my health.  It’s stressing me out tremendously!  I have major issues - Lupus SLE and challenged heart value issues / so this is not good for me!!!  I am already noticing swelling in my body due to stress.  This situation is just not right!  

  AAS stated this below:
  “AAS needs RDI to show a failure tied to out of OEM specs and not related to an excluded cause such as to correct oil consumption or failures due to carbon. Also your vehicle was driven in for repairs and being driven with oil consumption issues.  You were given option to perform RDI to show a covered failure, you have refused to complete this process.”

  I don’t understand “RDI to show…out of OEM specs…”  
  

  I have taken good care of my vehicle. The vehicle was taken in each time there was an issue, so you’re correct.   Maybe, some of the repairs should have been covered by Car ******.  My engine is broken down when are you coming to inspect it?  The piston rings are worn down due to age according to the mechanic at the Dealearship. My car is up in miles..over 250,000 miles are on it, so it probably makes sense.  Who told you that I was given options to perform a RDI to show a covered failure?  I asked mechanics that worked on my car and they were not aware of telling me this.  “You have refused to complete a RDI  performance” you are saying?  

  My desire now is to get help from AAS/Car ******, the purpose of having the coverage, so that I can have my car up and running again. This has gotten too stressful!!  It looks like I may need another engine in the car. Send someone from AAS out to inspect it to see for yourself as you said you would do anyway.  
  I would appreciate if they would cover at least half of the expenses for my engine to be repaired or replaced.  I paid them in good faith for years so would appreciate reliable service from them.  I will terminate the contract under these conditions.  This is fair since I have been with Car ****** for a long time. 

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

  If you wish to accept our offer of cancellation and a refund of your last 12 payments, please email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. 

  Customer Relations

• Initial Complaint

  Date:10/08/2023

  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 ****** and have made monthly payments since 6/14/23 . I was told by the sales rep who I spoke to buy the gold plan as it covered all drive train components. We brought our car to the dealership because it was not driving well. They found a problem with the transmission . The inspector finally went out two weeks later and explained if it wasnt the clutch packs the transmission would be covered. The adjuster wants the transmission taken apart and it's a sealed unit so once this is done the car would be unusable. No one from car ****** or ******** **** ****** will get back to us. The car has sat at the dealership for two months, The dealer has tried calling as have I and no one answers. They just do not want to pay. I need my car fixed , the warranty covers what is needed , this is criminal. My next month payment is due 10/14 before I pa this I need to know if this company has ever held up their warranty.

  

  Business Response

  Date: 10/10/2023

  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.  AAS has informed us they have advised you to move your vehicle to a repair facility that can perform RDI to determine the cause of failure to move the claim forward.  Your claim will not move forward without your approval to have the RDI performed. 

  If you chose not to move forward, Car****** will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 10/11/2023

  They are telling us to bring it to another facility. They do not say this in the contract , we brought it to the biggest “authorized” ********** dealer in Connecticut which our local repair shop recommended as they are the best . We were never told this by ******** **** shied until after it was deemed that it was the transmission and not clutch packs. They just do not want to pay , this is fraudulent.

  Customer Answer

  Date: 10/12/2023

  By contract requirement, the facility performing the repair has to be a certified repair station. Curran is, but since they don’t agree with Claims Support Specialist 2(Spiros), **** ****** wants to move the Transmission to a place that will agree with him. Problem is, what if next place concurs with Curran analysis….then what….a third, fourth…Ect. You see how this can go. The freeze frame code is P2711. Which clearly states UNEXPECTED MECHANICAL GEAR DISENGAGEMENT. THE Claims Support Specialist 2 IS CALLING THAT AN ELECTRICAL FAILURE.

  Customer Answer

  Date: 10/12/2023

  Here is the email and response from Amer **** and dealer:

  ---------- Forwarded message ---------
  From: ****** ****** <*******************>
  Date: Wed, Sep 27, 2023 at 9:41?AM
  Subject: Re: Claim # *******
  To: ***** ****** <***********************************>
  
  We gave you guys the code and the snapshot of when the fault occurred. There are only 2 components that can fail, the transmission or the clutch plates, you guys told us the customer had to authorize tear towen time. What you guys dont seem to be understanding is that this is not a field serviceable transmission, there is no way to tear it down, that is why your people said that if we dropped the transmission and showed that the clutch plate were fine, then the transmission would be covered and that is what we did. This transmission can not be torn down it is not that type of transmission, if it is torn down then it is broken and can never be rebuilt again. The fault code is  Unexpected Mechanical Gear Disengagement No signal/communication, a mechanical failure not and electrical failure, and when the vehicle first came in you could hear the vehicle slam into reverse and drive, thats a mechanical issue. If you guys want us to tear down the transmission I need a guarantee from you guys that you will replace it, because once it comes apart it can never be rebuilt again.
  
  On Wed, Sep 27, 2023 at 8:24?AM ***** ****** <***********************************> wrote:
  Good morning , ******.
  I am looking for the freeze frame data , showing first occurrence of failure to the transmission .
  I reviewed diagnostic plan and there is no mention of transmission needing to be replaced based on the fault code provided,  if this code is an electrical issue , then proper diagnosis needs to be performed to verify cause of failure . The customer is responsible for authorizing diag labor to the point of failure.
  Inspection did not produce any failure to the transmission. Based on the contract without a failure I can not proceed with the claim , unless teardown is completed to show us the failure within the transmission . 
  If tear down is not possible , then the vehicle will need to move to a repair facility that can provide the point of failure.
  Thank you.
  
  
  ***** ******
  Claims Support Specialist 2
  **************

  

  Business Response

  Date: 10/12/2023

   

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

   If you wish to accept our offer of a full refund, please email ******************.

  Customer Relations

• Initial Complaint

  Date:10/06/2023

  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.

  They refuse to cancel my coverage and refund to refund. I was told they don't have the ability to do that

  

  Business Response

  Date: 10/09/2023

   

  The notes on your contract state you spoke with a customer representative on 10/6/23 and decided to keep your policy active.  If you wish to cancel you contract now, please call our customer service department at ************. 

  CarShield contracts come with a 30 day money back guarantee giving our customers ample time to review the contract terms and conditions and cancel with a full refund.  Your contract is well passed the 30 day review period. If you wish to cancel the contract, CarShield will refund your last payment. Please call the customer service department and someone will be able to help you. 

  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: 10/10/2023

  Car Shield rep told me she didn't have the ability to cancel, could only extend contract.  She didn't have the ability to refund only continue coverage.  She said she couldn't cancel the automatic payment. She said she spoke with a supervisor and there was nothing they could do.  

  

  Business Response

  Date: 10/12/2023

   

   Your contract was cancelled on 10/10/23 and your last payment has been refunded.  CarShield considers this matter closed. 

  Customer Relations

   

• Initial Complaint

  Date:10/06/2023

  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.

  Payed for the extended warranty for 5 months. Car ended up having an oil leak that occured and airbag fault light. Called carshield to see if it would be covered before bringing it to the auto shop, paid for diagnostics and Car shield came back and said they wont cover either repair. It clearly states in #6 of ELECTRICAL in the policy that they cover all modules, regulators, switches, relays, sensors . In #1 under Engine MECHANICAL it clearly states gaskets related to Oil pan, oil pump housing and in this case it was the oil pan - oil pan gasket. DO NOT WASTE YOUR MONEY ALL THEY WILL DO IS TAKE YOUR MONEY AND GIVE YOU THE **** AROUND AND IN THE END THEY WILL DENY THE CLAIM.

  

  Business Response

  Date: 10/10/2023

  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 denied due to an oil leak and airbag light repairs not being listed for coverage under your contract terms.  A list of covered components can be found in Section B of your contract.  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  We see that you have already cancelled your contract. Although CarShield has no contractual obligation to do so, we will refund your last 2 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

  Customer Answer

  Date: 10/11/2023

  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:10/06/2023

  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.

  Car shield salesman sold me this contract with the indication that they would cover any thing is stated on my contract I would only have to pay $100.00 I have had them two years and the first time I tried using them for a covered repair at my dealership they would not work with my dealership to get my Air condition repaired and would not meet them on price there for I would have to pay over $800 out of pocket, I ended up taken it to another shop and still cost me over $ 300 out of pocket, and I am not satisfied because they want cover another part or Freon.,False advertisement..full refund requested.,,

  

  Business Response

  Date: 10/10/2023

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Upon further review your claim was adjudicated correctly per terms of your contract. The out of pocket expenses are due to the repair shop not allowing shipped in parts and charging more labor than authorized with nationally recognized labor guides.

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

  Customer Relations

  ********************** 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: 11/09/2023

  This is a follow up complaint that has not been resolved, ************ does not work with any dealership as advertised, bad customer *************************** rude,and non professional, I have had car shield for 2 years and the first time I use them, they try to get out of making my repairs as recommended by dealership, I just want my money back from this company Full refund request- I missed 3 days of work my time is valuable..,

  

  Business Response

  Date: 11/10/2023

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  In this case they have refused to do business with you.  There is nothing that CarShield or AAS can do to force any repair facility to work with you. This is clearly outside the control of CarShield and ********************. 

  As explained in our previous response, the out of pocket expenses are due to your chosen repair facility not allowing parts to be shipped in and charging more for labor that the nationaly recognized guidelines. 

  CarShield has offered a refund of 6 month 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: 11/14/2023

  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:10/06/2023

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

   

  To fix my car I have been paying 69.99 every since 06-15-2021. I have paid Car****** over Two thousand dollars.

  

  Business Response

  Date: 10/10/2023

  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 chosen repair facility called AAS to start your claim and your claim was correctly denied as there is no emissions addendum on your contract meaning there is no coverage for an oxygen sensor.  A list of covered components can be found in Section B of your contract.  We have attached a copy of your contract for your convenience. 

  We see that you have already cancelled your contract. Although Car****** has no contractual obligation to refund any payments after the first 30 days, as a courtesy we will refund your last 12 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:10/06/2023

  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.

  On Aug. 28th, I got hired with Tri State Trucking Co. When I got to work everything was fine with my car, but when I got home I noticed the transmission was out. We had it towed to the **** repair shop, ******* ****. They put the transmission in the first transmission but it didn't go into gear. They put in another transmission but it was still leaking and they called me the next day and told me that transmission didn't work. They called Car******. Car****** did pay for a rental up to 14 days but I had to pay $200 out of my pocket for whatever wasn't paid for by Car******. I took it to **** Zone and where they tested it and they found a code that it was the harness in the transmission. I took the car back this past Monday. I called the shop and they were waiting for the adjuster. My car is still in the shop. My wife is working hard to help me out. I can't lose my job. I am waiting to hear from the adjusters. They told me they will not pay for another rental. My wife is trying to get to her job at 7am and I have to be at work at 8am. It' is putting a strain on us. I am still without a car and it's been over a month. I am waiting for them to put the 3rd transmission in my car. The others didn't work. I am still on probation at work but if I lose this job, I can't provide for my family.
  
  I would like a refund of my money from Car****** and to get my car properly repaired.

  

  Business Response

  Date: 10/11/2023

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

  Customer Relations

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

• Initial Complaint

  Date:10/06/2023

  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.

  CarShield Claim# ******* Disputing denied claim:Video: *************************************** I am writing to express my concern over the recent denial of my claim. My *** was towed to the service center on Monday due to a significant electrical malfunction. ***, the CarShield representative who called *** Tuesday stated the spring and seepage should be covered once he received adequate photos. However, I was informed today (10/5) that the claim was denied based on the photos provided by ***, which the carShield representative deemed insufficient evidence.According to the representative today the photos did not show a broken spring, but rather scratched and peeling paint, and there was no proof of oil seepage.To provide further evidence, I have attached a video link from the *** service center that clearly shows the following issues: 1. A broken rear shock spring. 2. ****** filter housing with a significant amount of seepage. 3. An electronics malfunction connected through the door handles, rendering the car inoperable.Please note that the electronic malfunction, causing a voltage draw from the door handles (not the cosmetic handle itself), is leading to a severe DSC malfunction, making the car inoperable.When I upgraded to the Platinum level plan with CarShield, I specifically asked about coverage for sensors, electronics, and navigation components. I was assured by the CarShield representative that ANY factory-installed electronics or sensors would be covered, likening the CarShield Platinum coverage to a new car warranty coverage. (This should be a recorded conversation). I am waiting response from CarShield..Statement made, "*** is reluctant to work with CarShield, which is evident from their approach, implies that *** has encountered numerous negative experiences.Without any hesitation or consequences, it is a clear act of criminality to avoid the responsibility of paying an insurance claim worth approx. $4800.

  

  Business Response

  Date: 10/10/2023

  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. Upon review *** has stated 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at ***************************************

  Customer Answer

  Date: 10/10/2023

  Update to denied claim:
  
  There are discrepancies between what the original representative and *****, the rep who called to discuss my dispute last week. I am surprised by the conflicting information. It appears dishonest when different individuals provide varying explanations. 
  
  1. Regarding the broken spring, the original rep claimed that the photos didn't show any breakage, while ***** stated that he saw rust on the broken spring and they dont offer coverage for rusted parts. ***** position is that rust occurs after the spring breaks, so *****'s claim doesn't make sense in their view.  The explanation provided by ***** does not align with ***** perspective.
  2.For the leak issue, the original rep considered it normal wear and tear, while ***** suggested it may have been caused by a technician's oil spill during a sloppy oil change. He advised to monitor the situation and bring it back for reevaluation if the leak continues.
  3.Regarding the electrical problem, ***** mentioned that it's not covered because it relates to the door handle, which is not covered under warranty. *** offered a solution by suggesting covering the cost of disengaging the handles, but ***** insisted that the handles are not covered.
  
  The new dispute Car Shield rep ***** offered information about his prior job as *** tech.  He should be knowledge about ***** Certified Pre-Owned (CPO) cars and how meticulously these cars are cared for.  His responses seemed very scripted.
  
  Recently received call from Car Shield, stating they cannot discuss matter or provide further assistance and advised me to contact their legal department since I filed a claim with the BBB (Better Business Bureau).

  Customer Answer

  Date: 10/10/2023

  Complaint: 20702614
  
  I am rejecting this response because:
  
  There are discrepancies between what the original representative and *****, the rep who called to discuss my dispute last week. I am surprised by the conflicting information. It appears dishonest when different individuals provide varying explanations. 
  
  1. Regarding the broken spring, the original rep claimed that the photos didn't show any breakage, while ***** stated that he saw rust on the broken spring and they dont offer coverage for rusted parts. ***** position is that rust occurs after the spring breaks, so *****'s claim doesn't make sense in their view.  The explanation provided by ***** does not align with ***** perspective.
  2.For the leak issue, the original rep considered it normal wear and tear, while ***** suggested it may have been caused by a technician's oil spill during a sloppy oil change. He advised to monitor the situation and bring it back for reevaluation if the leak continues.
  3.Regarding the electrical problem, ***** mentioned that it's not covered because it relates to the door handle, which is not covered under warranty. *** offered a solution by suggesting covering the cost of disengaging the handles, but ***** insisted that the handles are not covered.
  
  The new Carshield rep ***** offered information about his prior job as *** tech.  He should be knowledge about ***** Certified Pre-Owned (CPO) cars and how meticulously these cars are cared for.  His responses seemed very scripted.
  
  Recently received call from Car Shield, stating they cannot discuss matter or provide further assistance and advised me to contact their legal department since I filed a claim with the BBB (Better Business Bureau).
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/12/2023

   

  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: 10/13/2023

  Complaint: 20702614
  
  I am rejecting this response because:

  They have not resolved the same issues that were brought up previously.
  
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/13/2023

  I have requested a copy of my contract at least twice, a pdf would be fine for my records.  They have never provided it to me.

  Customer Answer

  Date: 10/13/2023

  The last response tells me to file a dispute and I did that already, last week.

  Customer Answer

  Date: 10/13/2023

  I am writing to inform you that I am rejecting the response from Carshield as they have failed to address and resolve the issue I previously brought up. Despite my efforts, I have not received a satisfactory resolution.
  
  In my recent email to them, I requested a PDF copy of my CarShield contract as I still do not have it. Unfortunately, when I attempt to access the contract through the provided link, I encounter an error message. I have attached a screenshot of the error to this email for your reference.
  
  *Important update to denied claim:
  
  There are discrepancies between what the original representative and *****, the rep who called to discuss my dispute last week. I am surprised by the conflicting information. It appears dishonest when different individuals provide varying explanations.
  
          1.       Regarding the broken spring, the original rep claimed that the photos didn't show any breakage, while ***** stated that he saw rust on the broken spring and they dont offer coverage for rusted parts. ***** position is that rust occurs after the spring breaks, so *****'s claim doesn't make sense in their view.  The explanation provided by ***** does not align with ***** perspective.
          2.      For the leak issue, the original rep considered it normal wear and tear, while ***** suggested it may have been caused by a technician's oil spill during a sloppy oil change. He advised to monitor the situation and bring it back for reevaluation if the leak continues.
          3.      Regarding the electrical problem, ***** mentioned that it's not covered because it relates to the door handle, which is not covered under warranty. *** offered a solution by suggesting covering the cost of disengaging the handles, but ***** insisted that the handles are not covered.
  
  The new Carshield rep ***** offered information about his prior job as *** tech.  He should be knowledge about ***** Certified Pre-Owned (CPO) cars and how meticulously these cars are cared for.  His responses seemed very scripted.
  
  Recently received call from Car Shield, stating they cannot discuss matter or provide further assistance and advised me to contact their legal department since I filed a claim with the BBB (Better Business Bureau).

  

  Business Response

  Date: 10/16/2023

   

  CarShield has repeatedly explained we do not handle claims and have no authority over claim decisions. The only offer CarShield can make is a a full refund with a signed Settlement Agreement. We have attached a copy of your contract to our response wherein you can find directions on how to file a dispute in Section ** ******* Resolutions.  Please email ******************************* to confirm you wish to proceed with the offered resolution of a full refund and we will draft the Agreement and email it to you for your electronic signature. 

  If you choose not to accept the offer presented THERE IS NOTHING FURTHER CARSHIELD CAN DO TO RESOLVE THIS MATTER AND WE CONSIDER THE ***** CLOSED.  YOU WILL NEED TO CONTACT AMERICAN AUTO SHIELD WITH ANY ADDITIONAL CONCERNS. 

  Customer Relations

  Customer Answer

  Date: 10/26/2023

  I am reaching out to provide an update on the current status of my situation.

  
  I am currently waiting for payments from both American Auto Shield and Carshield. American Auto Shield will be covering approximately one-third of the total bill directly with **** while Carshield will be reimbursing me for the payments made under their 'coverage' through a check sent by mail.

  
  I will keep you informed as soon as both of these payments are received.

  
  In addition, I have requested not to be charged for the upcoming Carshield payment scheduled for Thursday, 10/26, as the contract has been cancelled.

  
  It's important to note that I have been without a car since October 3rd, which totals more than twenty days. I have found this settlement agreement to be akin to a hostage situation. Despite being in the right, my *** representative has advised me to accept any amount they offer, implying that settlement was reached out of necessity rather than agreement.

  
  Furthermore, I would like to highlight that as per the contract agreement, I have not been provided a rental car for the past 21 days.

  
  Rest assured, I will keep you updated as soon as the payments are made in accordance with their agreement.

  
  Please confirm receipt of this status message.

  
  Best regards,

  *******
  

  

  Business Response

  Date: 10/26/2023

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

  You signed a Settlement Agreement and Release as part of the resolution on this matter. You are in DIRECT VIOLATION OF THE AGREEMENT by reopening your BBB complaint.  Remove the complaint from the BBB website IMMEDIATELY or we will prosecute to the fullest degree for violating the Agreement you signed and stop payment on the check. 

  Customer Relations

  10. NON- DISPARAGEMENT. The Parties agree, except as may be required by law,
  that they will not engage in any conduct or course of action, or publishing any statements, claims,
  allegations, or assertions which they believe have or may reasonably be expected to have the effect
  of demeaning the name or business reputation of any Party. The Parties employees, officers,
  directors, agents or advisors shall be similarly bound when serving in such capacity. If any such
  statements have been published on any medium (including but not limited to internet platforms or
  social media platforms including but not limited to ********* LinkedIn, Trust Pilot, Google
  Reviews) prior to the execution of this Agreement, the Party that published such statements is
  required, to the extent they can, to withdraw and/or amend those statements. Failure to do so is a
  breach of this Agreement and any payment obligations contemplated herein shall be suspended
  until the responsible Party remedies the breach.

   

  Customer Answer

  Date: 10/30/2023

  Agreed to amount on signed contract was not received.

  
  I sent an email to ******************* from American AutoShield representing this matter.

  
  According to the contract, CarShield promised to reimburse me $727 for the payments I have made. However, it appears that the check they issued is only for $484. This seems to be a significant difference. 

  
  It's important to ensure that I receive the full amount that was agreed upon in their contract.

  Customer Answer

  Date: 11/25/2023

  Carshield coverage, and without transportation for a month.
  
  To summarize, after a week's time, they reject coverage. In the second week, they continue to deny it, and only after being reported to the Better Business Bureau do they offer to pay a mere fraction of the owed amount, coercing customers into signing legal documents to access a fraction of the funds they deserve. This is an absurd situation.  This is trickery and dishonesty beyond any company I have ever worked with. 
  
  Additionally, throughout this entire ordeal, customers are left without transportation, held hostage by this process. Notably, the rental car expenses are only reimbursed once the claim is approved.  According to carshield since the agreement was signed no rental car is offered or compensated for, they directed me to ask the dealership for a loaner.
  
  By design, the tactics used strip a person of what they are entitled.