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:09/25/2023

  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 went for repairs at the ************************* ****** on the first week of September 2023. The claim for my engine replacement was sent to CarShield where the claim was denied because of corrosion. This information was told to me by *******, the manager of the CarShield's claim department on September 20, 2023. However, following that conversation I reviewed my policy and there was no indication that the reason given was feasible for the denial. I want CarShield to do the right thing and provide the coverage they promised to me as a paying customer. I have had this coverage for four years and I am disappointed that now they are trying to stiff me with a $3,000.00 bill. Currently, no payments have been made from me towards this bill because it is not my responsibility. It is the responsibility of CarShield. Also, my car is still at ************************* ****** awaiting payment from CarShield. My account number for ********************** is **************. I am requesting for the BBB to resolve these issues as soon as possible because I need my transportation. Please do not hesitate to contact me for additional information.

  

  Business Response

  Date: 09/28/2023

  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 for engine failure.  Your chosen repair facility reported carbon buildup on the pistons as the cause of failure and is requesting engine replacement.  AAS has stated the reason for denial is the failure is due to carbon buildup, not corrosion, which is excluded from coverage from coverage on page 6 of 20, paragraph 17 in your contract. There were no errors in adjudication or unnecessary delay on behalf of AAS. If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

   The BBB has no authority to resolve this or any other issue. They act as a liaison between consumers and companies but do not assist or have any bearing on the outcome of the complaints. 

  You may choose to keep you coverage for future covered repairs or you may cancel your contract. If you choose to cancel your contract, CarShield will refund your last 8 payments in an effort to resolve this matter. We will require your signature on a Settlement Agreement and Release.  Please email ******************************* if you wish to accept this offer and we will draft and send for signature. 

   Customer Relations

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

   

  Customer Answer

  Date: 10/20/2023

   

  I would like to apologize for the delay in responding to my written complaint. I get got out the hospital this past week, and just got back to work tonight to see that my case was closed Just got your response and am so sadden by this. So, I feel now the issue with my car will not be considered. Even though I realize your position and I thank you for reaching out to me, but I get all my information on the computer at work, and I had been out of work. I apologize again and wish you reconsider opening up my case. I truly need your help and direction in this matter. I thank you kindly for your time.

  

  Business Response

  Date: 10/23/2023

  Thank you for bringing this to our attention.
  
  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Your claim was opened for engine failure.  Your chosen repair facility reported carbon buildup on the pistons as the cause of failure and is requesting engine replacement.  AAS has stated the reason for denial is the failure is due to carbon buildup, not corrosion, which is excluded from coverage from coverage on page 6 of 20, paragraph 17 in your contract. There were no errors in adjudication or unnecessary delay on behalf of AAS. If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  The BBB has no authority to resolve this or any other issue. They act as a liaison between consumers and companies but do not assist or have any bearing on the outcome of the complaints. 

  You may choose to keep you coverage for future covered repairs or you may cancel your contract. If you choose to cancel your contract, CarShield will refund your last 8 payments in an effort to resolve this matter. We will require your signature on a Settlement Agreement and Release.  Please email ******************************* if you wish to accept this offer and we will draft and send for signature. 
  

  Customer Relations

  Customer Answer

  Date: 10/30/2023

  Yes, I am willing to cancel my contract with CarShield, and accept the 8 refunds for the last 8 payments in an effort to resolve this matter. I've e-mailed this same request to Carshield ,but the reply is not responding or not being accepted. I'm willing to sign on a Settlement and Release form as requested. 

                         Thank You Kindly for your help in this matter.

  

  Business Response

  Date: 10/30/2023

   

  We have received your confirmation email.  Please allow 7 business days to draft the Agreement. We will email it to you for your electronic signature and send the check. 
  
  Please contact us with any additional questions. 

  Customer Relations

  Customer Answer

  Date: 11/12/2023

   I accept the position given. and I desire to cancel. my contract with Car Shield due to dissatisfaction. Thank you kindly for your support..

• Initial Complaint

  Date:09/25/2023

  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 contract with them. I took my car to 3 different shops they recommended. Everyone one of them said they said they couldn&#**;t do the work. I&#**;m looking to have a power train and drive shaft to repair/replaced. The wheels (not the tires) need to be repaired/replaced. I have had the contract for about 8 months which fulfills their requirement.

  

  Business Response

  Date: 09/27/2023

  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 AAS' review of the Shield Repair Network when searching your home zip code, they can confirm for there to be 8 preferred RFs within a 20 mile radius. With this considered, to move forward you may bring their vehicle to any of these preferred repair facilities and have them call in to start a claim for coverage to be determined per the contract terms. We have attached a list of the repair facilities AAS has found as a convenience. Alternately, if you choose not wish to proceed with the claim process per the contract terms, Carshield will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  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:09/24/2023

  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.

  Egregiously overpriced warranty coverages , dishonesty about when the coverage starts ( in television ads states the coverage begins the same day you enroll, not true, when I signed up for coverage it began 3 weeks AFTER..?? COMPLETELY MISREPRESENTED THEIR COMPANY'S COVERAGES to aid customers in need of automotive ************************ . I Don't have money to throw away, I work 2 jobs , school part time, single and desiring a greater way of life for myself .

  

  Business Response

  Date: 09/25/2023

  Thank you for bringing this to our attention.
  

  Your contract clearly states the waiting period is 25 days AND 500 miles on the 4th page of the contract. The contract also states your Roadside Protection starts immediately, not your mechanical breakdown coverage. We have attached a copy of your contract for your review. 

  The notes on your account state you contacted CarShield to cancel your contract on 5/20/23 which was more than 4 months ago. Although CarShield is no contractual obligation to do so, we will refund your last payment as a courtesy. We are sorry to lose you as a CarShield customer. 

  Customer Relations

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

   

• Initial Complaint

  Date:09/23/2023

  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 attempted to.use my Car Shield coverage again on Thursday, 09/21/23, this time for an alternator. I was assured that they could get their part shipped to *** Boys (an affiliated repair facility) the next day and I would pay only my deductible. Two days later the part had not been received (on a Saturday.) No tracking number had been provided to them, but they believed it MIGHT turn up Monday. They would not eat the difference and cover the full cost of the *** Boys part. My option was to pay over $300 or wait many days for the part to arrive, if ever.This is not the first time I've enacted my policy and experienced iissues. Apparently if a covered part is somehow damaged by a non-covered part, they won't cover repairs. I've also had to read my policy to them to get them to cover other covered parts. Every interaction requires many hours of phone calls on the part of myself and the repair facility and also leaves me without a car for far, far longer than if I had paid fully out of pocket.In essence, Car Shield covers very little and only if they can source the parts, which are cheaply-made parts by all accounts.The television commercials are also disingenuous. For example, car rentals ARE NOT covered. They will only authorize a small amount ONLY if actual labor takes more than three days,.I was not shocked to find they are given a D rating on here. Although I have saved some money over the course of the contract, the time spent, aggravation and loss of my car for inordinate amounts of time were simply not worth it. I have a *** with special needs and an elderly father with health issues, plus I work a job with a difficult schedule. I've bern forced to take time off work and cancel appointments to resolve issues caused by this company, such as being told something was covered and then a repair facility telling me Car Shield was suddenly refusing to pay.This way of doing business and handling its customers is unacceptable. Their advertising is also fraudulent.

  

  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. American Auto Shield has informed us they will be reaching out to you regarding this matter shortly. 

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

  Customer Relations

   

  Customer Answer

  Date: 10/16/2023

  I have been busy getting receipts together and scanning them to forward them to the business as requested for review. Please do not close this out. I was not aware there was further communication required from me or a deadline to receive it.

  I appreciate the BBB's help in resolving this matter.

  Thank you.

• Initial Complaint

  Date:09/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 28 Aug 23 I took my 2019 Jeep Cherokee to Napleton Jeep, Car Shield Authorized loation, in *********** for an ** diagnostic. Their report was that the ** was working as designed even when it wasn't cooling the vehicle at all. I paid $265.71. My wife visited them with the vehicle on 29 Aug but they wouldn't take it because she had no appointment. An appointment was made for 31 Aug. On 31 Aug they reported the same, all working normal. We took the vehicle to *********, ********, on 31 Aug were their diagnostic was bad pressure possible compressor issue. I paid $61. I informed them I had car shield and they took all the information but replied that car shield is difficult to work with. After calling ********* the following week and getting no answer, I took the vehicle to *************** Chrysler dealer for diagnostic. Their diagnostic was a leak in the evaporator core and liquid suction line. I paid $232. They requested authorization from car shield but could not agree with their payment. The Car Shield representative called me on 7 Sep and informed my I had an out-of-pocket of $2500 because they would only pay 7 hours vs ten requested for the evaporator and nothing for the line. I asked him to have the dealer call me but that I would NOT authorize that because I didn't trust their diagnostic. HE NEVER TOLD ME I HAD TO FOLLOW ANY PROCESS TO REQUEST NEW AUTHORIZATION IF I MOVED THE VEHICLE. Under the impression that a repair was authorized, per conversation with Car Shield Rep[, I took the vehicle to ****** A/C, WHO DOES NOT TAKE CAR SHIELD and brought a new MOPAR evaporator and line. Replacement of the evaporator cost $900, they found the pressure problem being valves, replaced and recharged $500, plus part cost (evaporator I bought $224.73) for a total repair cost of $1,624.79. Now Car Shield refuses to refund any cost.

  

  Business Response

  Date: 09/28/2023

  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. American Auto Shield has informed us they will be reaching out to you regarding this matter shortly. 

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

  Customer Relations

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

   

  Customer Answer

  Date: 10/02/2023

  I received a phone call from Car shield on Thursday September 28 but I was not available at the moment. I have returned the call and left four voice messages without response from them. While in their voicemail they stated that the repairs was authorized before and the final repair should have been authorized, I have not been able to finalize this situation due to lack of communication.

  Customer Answer

  Date: 10/02/2023

  Complaint: 20643398
  
  I am rejecting this response because:
  
  I received a phone call from Car shield on Thursday September 28 but I was not available at the moment. I have returned the call and left four voice messages without response from them. While in their voicemail they stated that the repairs was authorized before and the final repair should have been authorized, I have not been able to finalize this situation due to lack of communication.
  
  Sincerely,
  
  ******************* *********

  

  Business Response

  Date: 10/02/2023

  We will bring this to their attention to give you another call.

  This will have to go through your administrator. While you are waiting on a returned call you may contact them at ************.

  Client Relations 

• Initial Complaint

  Date:09/22/2023

  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.

  When I first bought my CarShield ConTrac. I pacifically explain to them the kind of Land Rover that I have. My primary concerns was the ** and transmission to be completely covered. I was informed that the transmission was completely covered and the **. Well last Friday. My 2017 Land Rover wouldnt go into park so I had it towed to the dealership. Which is Treasure coast Land Rover Jaguar dealership in Ft. ******. Oh September 18 that is when the dealership got a chance to look at my vehicle. By the end of the day I was informed what was the problem and it would cost me $1700 to repair which at that time they contacted CarShield. I got a phone call later that day to inform me that CarShield would not pay for it. so I have a copy of my contract and I called CarShield I talk to the representative which is the insurance adjuster for about an hour appoint out to her that dad particular part is not listed as a part that they do not cover. And I told her if its not in black-and-white, then it dont exist that was on 21 September. So she told me to get in contact with the dealership and have them to call the one 800 number and they will go and see what they can do. Later on that evening about around 5 oclock the dealership called me and informed me that CarShield still refuse to pay for you. I felt like that was a waste of my time. Sold one September 22, 2023 I called CarShield and I had a hour and a half conversation. With the insurance adjuster at that point, we are back on my contract. And Im pointing out whats not on the contract. So I asked him what state that they were in and she told me Missouri. I told her in the state of ******* if its not in black-and-white **** it does exist. I informed her that Im giving CarShield the opportunity to right they are wrong. Before I contact the Better Business Bureau/Attorney General of Florida/also contact five news station/at that time. She informed me that they were cancel my contract. The part transmission modulator.

  

  Business Response

  Date: 09/26/2023

  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. 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. Per your chosen repair facility the part number the gear shift selector is a non covered component under your contract. The part is listed by Land Rover as a gear shift assembly. This part would be considered a shifter and or an external switch both of which are excluded from coverage.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. A module as a part not defined or listed is an out of pocket repair per terms of the contract.

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

  Customer Relations

  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:09/22/2023

  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 have a 2017 Kia ****** with high mileage and months ago I bought a policy with CarShields to protect myself in the event my car needing repairs. The car started using oil so I took it to a CarShields authorized mechanic to check it out thinking it was covered by CarShields. The mechanic call me and told me hed talked with the CarShields rep that told him I would have to pay for him to remove the engine break it down and find out why it was burning out, What? Im going to have to pay for the repairs. I verified this with CarShields and demanded a total refund which amounts to thousand or more dollars but was told that would not happen. Please warn consumers and help me get my money back since I have not used their service. Thank you

  

  Business Response

  Date: 09/26/2023

  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, in order for your claim to move forward you must authorize your chosen repair facility to perform RDI.   There has been a complaint of oil consumption with the piston rings suspected by your repair facility.  Your contract requires that the piston rings be removed and measured to see if they are worn beyond manufacturer tolerances to verify coverage. Your contract also states ******************** can request you to authorize a teardown or RDI to determine the cause of failure on page 2 of 21. We have attached a copy of your contract for your review. 

  Although CarShield has no contractual obligation to do so, we will refund your last 4 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  ********************** 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:09/22/2023

  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 this warranty two years ago. When I talked to the representative he advised me that all of my issues would be covered no matter what. I never received a booklet explaining my benefits and what was covered. I explained to the rep that I am on a fixed income and needed the best coverage for my car. I had to put my car in the shop and the repairs are well over $700 and when I called to see what was covered NONE OF IT WAS. It was not until my daughter called in and found out that the type of coverage I was enrolled in only covered parts that were lubricated. Due to the lack of explanation I never knew this was all that was covered. They skipped the most important part of the coverage. TJIS PLACE IS A RIPOFF and not being accredited by the BBB is even worse! The customer ********************** from ****** was not the best. He could not ensure my daughter that any information was sent out to me. He said I opted to receive emails and I never did because I am not tech savvy. Rep ******** advised that the option to send it via email just happened a year ago. I have been scammed out of $2400 due to this horrible company. I immediately cancelled because its no good. CANCEL IMMEDIAYELY BECAUSE WHILE THEYRE SCAMMING PEOPLE OUT OF MONEY MONTHLY FOR NO DECENT COVERAGE I AM STILL TRYING YO FINF A EAY TO GET MY CAR OUT PF THE ***** My daughter works for a home warranty company and she read over the contract AFTER she was told what kind of plan I was enrolled in because I was never advised and she said everyone should read the fine print and cancel !

  

  Business Response

  Date: 09/27/2023

  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. Your claim was correctly denied for a failed alternator and a battery repair. Neither of these repairs are listed for coverage in your contract terms.  A list of covered components can be found in Section B of your contract which we have attached for your review and convenience.  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  CarShield contracts come with a 30 day review period giving our customer (or their daughters) ample time to review the contract and cancel with a full refund should they choose not to keep coverage. CarShield emailed your contract to you on 10/12/21 when you purchased your vehicle service contract.  CarShield would have been happy to send your contract via email or regular mail had they been aware you had not received your contract.  It wasn't brought to CarShield's attention that you had never received your contract until 9/19/23.  When you were contacted on 3/15/22 regarding your payment and updated your credit card, you made no mention of not receiving your contract then either. 

  CarShield has in no way violated the terms of the Agreement and were unaware you had not received your contract and there is no contractual obligation to do so. In an effort to resolve that matter, CarShield will refund your last 8 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************

• Initial Complaint

  Date:09/21/2023

  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 dealing with them has become past frustrating. I had an issue with my AC in my car. The compressor has been changes twice. First compressor they sent didn't work and the second one that was installed still doesnt cool. Ive called several times as well as the repair shop that they suggested and nothing seems to be done. Ill call and ask for a supervisor or someone who can escalate my call and I'm told that no such person exists. You are at the mercy of the adjustor who's first answer is always to deny repairs. The other issue that I've had as well as the repair shop is how in the middle of a conversation with the company the calls magically drop. This company is taking peoples hard earned money and not fullfilling there part of the service. They are now asking the repair show to diagnose the failure by removing the second part they've installed. The repair shop is running a business. I also understand that need to be paid for work and Car shield refuses to pay them. I asked to get it taken to another repair shop in their network and now they tell me I will have to pay the deductible again. What they are doing is ethically wrong and they're taking peoples money and sending cheap parts that done work.

  

  Business Response

  Date: 09/27/2023

  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. American Auto Shield has informed us they will be reaching out to you regarding this matter shortly. 

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

  Customer Relations

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

• Initial Complaint

  Date:09/21/2023

  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.

  9/18/2023 I phoned in to cancel my contract with Carshield. A new contract was purchased on 8/30/23 with another provider. Carshield was contacted to cancel the plan as payment is set up on draft. I was told that I could not precancel that I had to call back in. I was not told that once payment had been processed that I was not eligible for a refund. Payment was due on 9/17. Their office is closed on Sundays which was the 17th. I phoned shortly after 8 a.m. on Monday the 18th. ******* canceled the plan but again did not tell me that any charges made on the account were non-refundable. When I reviewed my credit card activity on Wednesday 9/20 I saw that payment had been processed. Phoned again on 9/21/23 and was told that because I did not cancel on or before 9/17 no refund would be given.

  

  Business Response

  Date: 09/21/2023

   

  In your complaint you state you called on 9/18/23. We have a record of you calling that day and your contract was cancelled.  We need a 5 day notice to cancel payments as we process all payments through a 3rd party company. We have no record of you calling before 9/18/23.

  Nonetheless we will refund your last payment as a courtesy. 

  Customer Relations

  Customer Answer

  Date: 09/21/2023

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