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:10/04/2023

  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 called Carshield to originally cancel my service with them. They helped me with lowering my coverage and providing me a discount. Since then I have noticed a few things that were not mentioned to me when I originally called. the first thing is my deductible went up to 200 versus the 100, I was told that my payment for one of the vehicle would not be processed until 10/11 and for the next 25days I would not have coverage. I call back and was told I needed to pay the 79.99 for the 2015 vehicle which starts coverage immediately and I would still be charged on the 11th 79.99 again. I received another call today stating I need to pay for my 2013 vehicle and when I was all would be processed on the 11th of this month. I cancelled for all vehicles, I was not happy being told one thing and finding out it has to be done another way. The customer Id given for my cancellation is **********. I have been calling since 9/26. If there is a possibility for a resolution, compromise, or explanation of the policy.

  

  Business Response

  Date: 10/06/2023

   

  A customer service representative has reached out to you and left a voicemail message for you regarding this matter. Please return the call at your earliest convenience. 

  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: 10/16/2023

  I have yet to receive any response from carshield. The refund has not been processed yet. 

  

  Business Response

  Date: 10/17/2023

   

  A customer service representative left you a message on 10/6/23 requesting a call back.  The notes on your account do not indicate you did not return the call.  We will have someone reach out to you again. 

  Customer Relations

  Customer Answer

  Date: 10/17/2023

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

  I received a call and called back on 10/17/2023 at 12:39pm.

  Terrible customer service. Carshield was supposed to cancel both plans for my vehicles. I called because i was still getting calls regarding my 2013 car. Apparently that policy was not canceled. I spoke with a woman who then had the NERVE to LECTUR me about how everyone has to pay a deductible after she cut me off when I was trying to explain why I no loger want to continue my services. Then tells me she is not here to argue with me. I was not, just simply explaining why and reasons for discontinuing my business. I was not informed of thay my deductible would go up from 100 to 200. I'm still waiting on my refund of 79.99 for paying on my 2015 hyundai genesis and apparently I paid my 2013 hyundai genesis policy. Not sure how I was charged. I will he updating my complaint on BBB. 

  

  Business Response

  Date: 10/18/2023

   

  Ms. *******,

  Our customer service representative reached out again today and left another voicemail.  Please email ****************** with a good phone number and time you can be reached to work towards a resolution on this matter. 

  Customer Relations

   

• Initial Complaint

  Date:10/02/2023

  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 called today to cancel my coverage effective today 10/02/2023. A payment just processed thru my bank account .My payment processed on 9/27/23 so I expect a pro-rated refund because 9/27 thru 10/02 is not a full month.The person I spoke to said we do not issue refunds. I've had nothing but problems with them. When I purchased the policy I told the man I will call back on the 1st of the month, because I don't want payments processed on a day between paydays. He said OH DONT WORRY, I WILL PROCESS YOUR PAYMENT TODAY, AND MAKE SURE IT GETS SET UP FOR 1ST OF EACH MONTH THERE ON AFTER. I said ok fine. But the following month, it still processed again on the 27th. When I called back they told me, He did not set up for the 1st mam. And we cannot change your due date. I should of known to RUN then! A bunch of liars and crooks trying to keep 30 days worth of money when I am cancelling 5 days after they took my payment. Then the lady was RUDE today. She said you cant get a refund, you should of called us BEFORE the payment processed but instead you waited until today to call us. REALLY??? I told her because I am trading this car in for a new car! I didn't know until TODAY that I would ACTUALLY decide to buy the new car. She also says I dont see a payment processed for the 27th either. I said mam, you take it automatic from my account every month. She said, Oh yes I see it, but it was processed on the 25th. Ok but it hit my bank on the 27th, I dont care, 25th or 27th, today is 10/2/23. I want a prorated refund.

  

  Business Response

  Date: 10/03/2023

  Thank you for bringing this to our attention.

  Per your contract there would be no refund outside the first 30 days due to the refund terms. We do not offer prorations because when the policy is cancelled in a renewal period you will have coverage until the day before your next due date. Nevertheless out of good faith CarShield will be refunding your last monthly payment and your cancelation will be effective immediately. We are sorry to lose you as a 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at ***************************************

• Initial Complaint

  Date:10/02/2023

  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 called today to cancel my membership and was told 1- I cant be refunded on the money taken out of my account just today and #2 I need to call back within 2-3 days prior to November 1st to cancel and I cant cancel today. This makes no sense to me why I cant be refunded and that I cant cancel so they hope I forget and try to charge me again for another month. Please help. I did call back and canceled my membership but still no refund

  

  Business Response

  Date: 10/03/2023

  Thank you for bringing this to our attention.

  
  Per your contract there would be no refund outside the first 30 days due to the refund terms. We do not offer prorations because when the policy is cancelled in a renewal period you will have coverage until the day before your next due date. Nevertheless out of good faith CarShield will be refunding your last monthly payment and your cancelation will be effective immediately. We are sorry to lose you as a 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: 10/04/2023

  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:10/02/2023

  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 bought a warranty from Carshield for my 2018 Tahoe in May because my warranty from the dealership was expiring. On July 8 I had car issues and had it towed to a mechanic shop on their website. After sitting at the mechanic shop for over a month I got a call from the mechanic saying the adjuster says they don't believe the claim is accurate because it is too new. The adjuster then states he needs the freeze frame data that the mechanic shop can not get. So they want me to pay ****** to put the vehicle back together after diagnosing it to take it to another shop. In the contract, it states that I chose the repair facility. But they denied my claim because I would not change shops. so after paying for a rental for over a month I went ahead and paid out of pocket for repairs after their representative said I would get reimbursed for repair if I could get the freeze frame data after repairs. Well, they lied. I got the freeze frame date from when the first code was set, the date, and mileage as they requested. So after talking to them for the 5th time and them not wanting to pay I requested a full refund because they did not follow the contract. Their representative **** was very rude and argumentative calling me a liar and refusing to refund my money. This place is a joke and I will take them to court if I do not receive my full refund. I also have recorded calls to verify this information.

  

  Business Response

  Date: 10/05/2023

  Thank you for bringing this to our attention.

  
  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Upon further review the vehicle was diagnosed and adjuster requested freeze frame data which the shop could not provide. You were advised to move the vehicle to a shop that could provide the data needed. It appears you were not wanting to pay the fee for moving the vehicle and had the repairs done. AAS does not refund on claims that were completed without prior authorization. Nevertheless, CarShield will refund you in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirmand 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at ***************************************

• Initial Complaint

  Date:10/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a car warrenty through CARSHIELD. I need a new motor put in my car and they are reefusing to honor my warrenty.

  

  Business Response

  Date: 10/07/2023

  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. Per AAS, your claim was called in for catastrophic engine failure with a sticking thermostat and failed water pump present. The adjuster verified with your chosen repair facility you had a sticking thermostat which caused the engine to overheat subsequently causing catastrophic engine failure, requiring replacement. As the adjuster verified for the water pump to also be failed, **verage was authorized as a credit for water replacement to be paid toward **mplete engine replacement or repair. With the current diagnosis from your repair facility **nsidered, and the thermostat not being listed for **verage under your **ntract terms, this **verage decision is **rrect per the **ntract terms and will be upheld.  If
  you have any additional questions regarding your claim, please **ntact AAS
  directly at ************.

  If you have any additional questions regarding your claim, please
  **ntact AAS 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. 

  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: 10/10/2023

  **mplaint: ********
  
  
  
  I am rejecting this response because: So the thermostat sticks and you don't replace themostats. I get it so don't pay for the themosat replacemnt but fix the motor, which is supposed to be **vered.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

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

  

  Business Response

  Date: 10/12/2023

   

  As stated in our previous response,
  American Auto Shield 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 American Auto Shield you will need to
  **ntact them directly at ************, by mail at **** **** ****, Ste.
  ***, ********, **, *****, by email at ********************************** or see
  Section M, Dispute Resolutions, of your **ntract. 

  Customer Relations

  Customer Answer

  Date: 10/14/2023

  I will **ntact them at that number but I am not clicking on “Satisfied.” We are by far, NOT DONE yet!

• Initial Complaint

  Date:10/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of this year the transmission needed repair/replacement on my 2013 ***** ******* which was replaced by ***; Once my vehicle was taken to the repair shop *** Adjuster made arrangements for me to have a rental car from ****** ****** Car Services because ********** didn't have any vehicles available which I had for several days until I was able to get a vehicle from ********** Rental Services. In the meantime, there was a delay in the shipment of the replacement transmission from the *** vendor which caused me to have the vehicle from ********** longer than expected. I spoke with the Adjuster and was told to pay for the additional cost for the additional days to submit the invoices so I could be reimbursed for the amount I was required to pay, This was the second trip to the shop for this same repair because the used transmission sent on my behalf failed. I spoke directly to the adjuster who assured me the Vendor always pays for the rental if their parts fail. Mine did fail and I went by my contract. I called in and was set up for a rental, receipt is attached and once the rental was done, Like before I sent in the receipt, Approximately 8/15/23 I submitted both invoices from Budget and ********** for reimbursement I had to go out of town on an emergency 9/5/23. Once I returned home I discovered that I didn't have a check for the reimbursement or any correspondence relating to this matter. On 9/6/23 I called *** and spoke with ********* who informed me to email the invoices to *** Records Department, and she would pay the ********** bill for me. I should not be responsible for the cost of the additional time I had to keep the rental car due to a delay in the transmission not arriving at the repair shop as scheduled. Furthermore, I should have not been told that I would be reimbursed unless it was approved. I am a disabled veteran and living on a fixed income and don't have the extra money for a major repair bill. I am now destitute because of this.

  

  Business Response

  Date: 10/06/2023

   

  Your contact administrator has informed us they have reached a resolution with you. CarShield now considers 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:09/29/2023

  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 own a custom 2014 dodge charger and got a warranty from carshield filed a claim to have them deny my claim for which there basis was wrong they had me and my shop run ragged for 4 weeks had the shop tear down my engine and wait 3 more weeks in which I had to send all my documents which I had my shop bent over backs to satisfy there every commend , the verified my mechanic was a ase certified after all of this they denied it after it has been torn down and in pieces to claim that my. Mechanic was listed. As a mobile mechanic that's wasn't good enough for them after telling him to do everything he did and store it for. 6 weeks. I asked if they had recommendations they said look on our website so I did found other mobile. Mechanics called them and they said could t be true the next week they sent my. Mechanic an application to be on there roster. He did and still I have no car and owe.y.mechanic upwards. Of ***** for this feasko when I called them with my mechanic on the phone we found out they. Lies about what was said in the conversation between them and him. We called back 3 days later they said it over the time limit because of them it is over the time limit I did everything I'm supposed to be doing my. Next call will be toma lawyer. Worst company I've ever dealt with.

  Customer Answer

  Date: 10/02/2023

  I have every bill every invoice notarized statements from shop as well as from other people who directly were involved with this situation. I have every work order ever done on this car  and about 500 pictures. 

  Customer Answer

  Date: 10/02/2023

  Bought this warranty in April there was a 25 day 500 **** ait period filed this the day it acted up on july 26 2023 i was cover the 25 days  as well as over the mileage they were the first call i made on the 26th they advised tow to a mechanic of your choice i did the only one i trust his shop called that morning once car arrived they followed through did everything car shield requested for a week they were v advised to do a complete engine teardown take picture they did they were advised within 3 days they would call with a case number and an approval.

  

  Business Response

  Date: 10/03/2023

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Upon further review a claim decision was not made it was marked inactive as we were waiting on information from the shop. AAS went ahead and reopened the claim to review. There was a repair started without prior authorization that took place prior to inspection by a non licensed repair shop. This would be excluded per terms of the contract and this repair would not be eligible for coverage. Your towing record is not able to be verified. It also appears the service record you had submitted reflects incorrect mileage. ****** reported a different mileage and this would be non verifiable. Nevertheless, CarShield will refund you 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at ***************************************

• Initial Complaint

  Date:09/29/2023

  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 enrolled with Carshield last year paid them monthly for around 18 months. My timing chain went in my engine. I filed a claim with Carshield to have this repaired and they are denying the claim for a little sludge on motor. The dealership where my car is to be repaired stated there is very little sludge and that do not cause a timing to go bad. Carshield is trying to rip me off. I have my oil change receipts and maintenance receipts. Please help. They know this is wrong.

  

  Business Response

  Date: 10/05/2023

  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. Upon further review CarShield will refund 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: 10/05/2023

  Complaint: 20676981
  
  I am rejecting this response because:  I called to confirm with CarShield the full amount of my refund and they could not confirm the total. I want a full refund for the 17 payments I made on the 2013 Equinox and a full refund of the 4 payments on my 2014 vehicle for a combine total of roughly over **** dollars.
  
  
  Sincerely,
  
  Africa *******

  

  Business Response

  Date: 10/09/2023

   

  Your complaint was in regards to the contract on the 2014 Equinox (MRF4723511) and a full refund was the offered resolution for that matter. 

  There is no refund due on any policy after the first 30 days of purchase. As a courtesy, Carshield will refund your last 8 payments on contract MRF4151514 for the 2012 Equinox.  Please email ******************************* to confirm and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20676981.  They have agreed to pay me $1,533.57.
  
  Sincerely,
  
  Africa *******

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was picked up on the 15th of this month at 1pm and it has been in the shop ever since and no one has done anything to it. The shop sent them their information as required but Car****** has told me they would get back with me and they never do. I cant get any satisfactory service. I am disabled and I have to drive 100 miles to see my doctor. Its 100 miles one way and I go 2 or 3 times a week.   Car****** told me they have received the paperwork from the repair shop but are  waiting on the adjuster to get back to me. They told me it would take 48 hours at the most but it has now been weeks and I am still without my car.  I cant even get a rental car.   

  

  Business Response

  Date: 10/06/2023

  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 opened and quickly authorized for transmission failure. Your chosen repair facility did not allow shipped in parts so you selected a new repair facility that would. As of now the claim has been authorized and the part has been ordered. Payment will be released upon AAS' receipt of the final invoice.  It's worth nothing AAS paid over $5,000 in claims on your behalf. 

  Since this amount is significantly higher than what you have paid into the contract, there is no refund due. 

  Customer Relations

  CarShield
  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 CarShield.  A copy of the lawsuit is available at
  **********************
  

   

• Initial Complaint

  Date:09/29/2023

  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 went to a **** Dealership, bc I have a **** vehicle. Once I show them my warranty with CarShield they immediately, without hesitation, say they will not work with CarShield. I asked why, and was told that they have had experience with them refusing to pay. So I have to pay out of pocket for the diagnostics, and then again for another diagnostic from a company that does work with CarShield. When I spoke to the company that does work with CarShield, I was told they dont like working with them bc they drag their feet. My experience with them has been terrible. They do not give you all the info when you purchase. I called multiple times in one day bc my calls kept getting dropped. Ive been without a car for 3 days bc of having to go to different shops and they dont want to cover the rental bc my car hasnt been worked on for 4 hours yet. The first diagnostic showed I needed a torque converter but the diagnostic with th company that will actually work with car shield said I do not need a torque converter but listed off a number of other things that CarShield doesnt cover. They also dont cover taxes and fees for the repairs. So I am responsible for both diagnostics, my deductible and the excess cost of what they wont cover. I have talked to multiple different people with customer **********************. Early on in my dealings with them my understanding was the repair shop had to contact CarShield about the diagnostic, and the amount of time it would take them to repair the car, and once the repairs were approved they would assist with a rental. Well now they say the car has to show 4+hrs of repairs and my car hasnt had that yet. I wouldnt be in this predicament if I could go to any shop that I wanted to like I was told when I was sold this warranty.

  Customer Answer

  Date: 09/30/2023

  I was unable to get a rental car, I had to arrange transportation elsewhere, I wish to change my resolution request that included the rental. 

  

  Business Response

  Date: 10/03/2023

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Upon further during the last claim the repair shops called in multiple failures. Of the failures the CV axles were the only component available for coverage. We allowed the shops parts to be used for quicker repair time for you. This was paid out by AAS to the shop the same day. There will not be any other components that will be covered on this claim. Nevertheless, CarShield will refund your last payment upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations

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