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:09/14/2023

  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 had a warranty with carshield this yeAR I GOT A EMAIL FOR A INSTALLMENT PAYMENT OF $97.19 ON AUG. 8,2023 NOBODY SEEM TO KNOW WHAT HAPPEN TO THE PAYMENT SO THEY CANCEL MY POLICY ON AUG.18,2023 DID NOT GET A PHONE CALL OR A EMAIL SO THAT WAS BAD BUSINESS I WOULD LIKE TO GET MY REFUND (MY ACCOUNT NUMBER IS **********)

  

  Business Response

  Date: 09/14/2023

  We appreciate you bringing this to our attention.

  The last payment we have on record for your contract was made in June 2023. Please send a complete bank or credit card statement for July and August 2023 to ****************** so that we may review them and verify the payment were made and not charged back. The single page you sent to the customer service department is not sufficient to prove the payments were made. 

  We look forward to hearing from you and working towards a resolution on this matter. 

  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: 09/14/2023

  this is my bank statement for payment 

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello so what the problem is is the tall people messed up my front bumper and the shop try to get my car fixed ******* because of the damage on the outside the claim people try to say that it's the reason why my axle my suspension and my control Drive it been erupted been damaged but that's not the reason the reason of my damages of my axle my suspension control arm is because we're I'm a third owner of the vehicle but the outside damage it has something to do with my car being towed from different places the tow people they tore my bumper off

  

  Business Response

  Date: 09/18/2023

  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 for the failed axle and other suspension components was denied due to impact/outside influence. The repair facility photos send it verify impact damages directly related to repairs.  Carfax verified your vehicle has been in collision 1 month prior with TOTAL LOSS being displayed. Your contract has no branded title coverage.  Your claim has been adjudicated correctly. 

  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

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

  Customer Answer

  Date: 10/14/2023

  Good afternoon I am emailing y'all in regards of car****** ******** **** ****** my car been damaged for 4 months through and out other shops the customer service from both companies been guarantee me that they're going to fix my car everything is on record online and everything they said on the recording line been a lie they keep denying the pay for my repair parts I've been with ******** **** ****** car ****** for the last 4 months and I quit paying a bills after they continue to deny me up fixing my suspension my control arm my axle they said that the outside of the impact has stuff to do with it but that's a lie I'm a third owner to my vehicle and it's been sitting at ******* the last three four months Vancouver Washington

  

  Business Response

  Date: 10/16/2023

  Thank
  you for bringing this to our attention.
  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (AAS) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. 

  As stated in our previous response, your vehicle has a branded title and is not eligible for coverage through CarShield. 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. 

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

  Customer Relations

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

  Customer Answer

  Date: 10/21/2023

  Hi it's me ******* ****** again I am dissatisfied with the outcome of my vehicle getting repaired on every recording line they said it was going to repair my vehicle and they told me that body damage didn't had nothing to do with my repairs I haven't been with my vehicle for 4 months it been sitting ******* car Care for 4 months now and repair person with ******* his name is ****** and he been trying to get my car serviced and he been going through a lot of headaches and he just want to know if we could please get something going for me the ******* is located in Vancouver Washington the address is **** ********* ******* ** I really appreciate if I could get some assistance please and thank you I really need my car for my job my job require me to commute without my vehicle I'm out of a job

  Customer Answer

  Date: 10/29/2023

  Hi my name is ******* ****** and I'm not very happy about the decision but I also agree to the decision of a refund but I would like to get help from your general attorney please and thank you I've been promised that my car is going to get fixed no matter what the body damage was on the outside and on top of that in a privacy of policy on say nothing about body work discrimination for your service of engine suspension and whatever to be fixed everything is on recording line I'm just tired of contradictions the more mental stresses head games and verbal. games. And I'm just asking for y'all support and vouch please and thank you if I can get my vehicle fixed I'll appreciate it I still haven't got no refund back my vehicle been sitting in Vancouver Washington at *******'s car care for the last 4 months the address there is **** ********* ******* ** you can speak with this person named ****** he got my best interest and he just like for my car to get fixed without no hassle please and thank you no more wrong denials he'd be glad to speak with you other than that thank y'all for your time valuable time to hear me out and hopefully I hear a response back at your earliest convenience enjoy the holidays coming up and God bless thank you once again until next time enjoy the rest of y'all evening bye

  
  
  
  
  
  
  
  I
  have my car towed from three different location factories with the
  service of car ****** and one of those tow companies ripped off my front
  bumper

  For
  all privacy consent and authorization I do get my consent to all the
  recorder conversations I have with the ******** Car ****** LLC company
  and along with car****** itself what I purchased for services

  I'm
  just reaching out for a good retail sales Private Sales or dealing with
  the public of sales request modifications reasonable combination thanks

  He's
  my personal license private public all safeties dpsst civil rights
  protection personal personalized through the 50 states of United States
  thank you

  

  Business Response

  Date: 10/30/2023

   

  We apologize for the confusion. Your refund has already been processed. 

  If you wish to dispute a decision made by ********
  **** ****** you will need to contact them directly at ************, by
  mail at **** **** ***** **** ***, Lakewood, CO, *****, by email at
  ********************************** or see Section M, Dispute Resolutions, of
  your contract. 

  Car****** can do nothing further to resolve this matter and consider the matter closed. 

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Carshield policy due to how well and easy it was to get coverage. When I needed to use my policy because my PTU went bad ******** **** denied my claim. Both carshield and American were saying I did not gave them an accurate mileage when I first purchased. The salesman told me it was fine and to just give him a rough amount, well now Carshield terminate my account, ******** **** denied my claim. I was mislead from the beginning, no one ever told me to call back with an accurate mileage. They gave me the run around saying they would review my initial purchase phone call but 15 min later emailed me saying they would terminate my account! No one bothered looking into this, no one offers me a solution. This was Carshield disregarding my situation over a mileage discrepancy. I am looking to go to court!

  

  Business Response

  Date: 09/13/2023

   

  We
  appreciate you bringing this to our attention.

  We reviewed the recorded sales call and you clearly told the sale representative the mileage on your vehicle was 69,214.  At no time did he say to give him a "rough amount."

  American Auto Shield has voided your contract due to the correct mileage on the vehicle being over the limit to qualify for diamond coverage.  Your payments have been refunded in full. 

  CarShield considers this matter closed. 

  Customer Relations

• Initial Complaint

  Date:09/12/2023

  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 had a transmission replaced in my vehicle. The company that repaired it was nice. My problem is with car shield. They are not paying what they said and advertised on television. I had to pay $445.48 on 09/12/23. Including in that payment is also car shield credit care charge that they want pay. This is the company that car shield requested to me. They should know what the company charges. I had been without my vehicle for over three months. I am very upset with car shield.

  

  Business Response

  Date: 09/19/2023

  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.

  Per AAS, your repair facility contacted AAS on 7/14/2023, to start a claim for transmission failure. The adjuster verified the failure with the repair facility per their statement and took an estimate over the phone to send for sourcing. On 7/18/2023, the sourcing returned and the claim was authorized for transmission replacement with an AAS supplied part. Following this, the repair facility was emailed with the authorization and part options to review with you. A callback was made to you and an email was sent to review the part options. Shortly after,  you called back and reviewed the part options. From here,  you were advised by AAS that you would need to discuss with your chosen repair facility and follow up on your choice. The adjuster verified you elected to use the shipped in part and proceeded to order the transmission.  You then called AAS to review the authorization and out of pocket costs.  You were were advised the out of pockets costs are due to the repair facility overcharging for labor.  You were provided a breakdown of the authorization then the call was disconnected.  On 7/19/2023, the part was ordered with an ETA of 7/26/23 - 7/31/23.

  American Auto Shield has authorized and paid your repair facility $2,170.01 for your claim.  If you wish to cancel your contract **********, CarShield will refund your payments in full MINUS CLAIMS PAID upon execution of a Settlement and Release Agreement.
  If you wish to accept this offer, please email [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing.

  Customer Relations

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

   

  Customer Answer

  Date: 09/19/2023

  The repair facility was not my personal facility. They were recommended by Car shield.  Car shield was responsible for knowing the cost of the repairs and if I needed more repairs. I was NOT notified by car shield about this. This is a big company and to be so irresponsible about my vehicle is very unprofessional! I have been with this company for a few years and payment never late. You would think they would have more compassion.  Not!

• Initial Complaint

  Date:09/12/2023

  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 had car shield for less than 60 days the sales person said if I decided to cancel before then they would refund my money. I called before the 60 days and they would not refund my money. When I spoke with them a few days later they said that it was 30 days instead and they couldn't refund me my money.

  

  Business Response

  Date: 09/13/2023

   

  Thank
  you for bringing this to our attention. 

  Your full refund has been requested. Please allow 7-10 days to receive the refund. 

  Customer Relations

• Initial Complaint

  Date:09/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car broke do July 3rd the company came towed vehicle 30 miles away to shop my cars been there ever since car shield say the mechanic needs to call them to release money Mechanic says Car shield needs them to call them in the meantime I’m without a car both car shield and mechanic not doing anything to get car repaired

  

  Business Response

  Date: 09/14/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per ***, you contacted them with issues with  your transmission and steering rack.  You were advised at that time that you needed a repair facility to call in to start the claim and you were provided multiple preferred repair facilities in your area. The repair facility you has selected has not called in to initiate a claim. You have been advised several times that your chosen repair facility needs to contact *** and provide  a diagnosis to determine coverage.

  You have been clearly advised what is needed to move forward. *** has potential coverage for the rack and transmission if the the repair facility follows the claims process, but they are refusing to do so. Your claim will not move forward if the proper procedures are not followed.  If you have any additional questions regarding your claim, please
  contact *** directly at ************* As
  the contract administrator and obligated party under the contract, they will be
  happy to answer any additional claim questions you may have.

  Customer Relations

  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: 09/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Why can’t the business contact the Garage I don’t work at car shield 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 09/15/2023

   

  As stated in our previous response,
  ******** **** ****** is the administrator of your contract and has full
  authority over repair procedures, approvals, denials and payments. Neither CarShield or ******** **** ****** are responsible for making sire your claim get started.  The contract clearly states in Section F your repar facility mist contact the administrator to start a claim. We have attached the contract for your convenience.

  Again, your claim WILL NOT MOVE FORWARD UNLESS YOUR REPAIR FACILITY CONTACTS ***. 

  Customer Relations

   

• Initial Complaint

  Date:09/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a extended repair contract with CarShield and the timing chain went out of my car for the 3rd time. I replaced it twice on my own, I then bought the CarShield Policy because this repair is expensive. It went out a third time and when it did it blew my engine.. I had it towed to the garage and they messed around wanting pictures /evidence before stating they would pay for the timing belt/chain. When the mechanic tore apart the engine for the repair he found that the engine was blown due to this issue so he filed another claim. Well they wanted more pics/evidence. Now they are denying the claim stating improper care of the engine because of "sludge" being present. Saying it wasn't maintained properly. I sent in maintenance records of oil changes done at the Chevy garage ( you would think they know how to properly maintain a Chevy vehicle). It is not my fault if sludge built up from humidity, improper oil change, whatever, I did MY part of getting it changed when it needed done and sent in proof and it is totally not right that they can deny claims because this happens due to no fault of the vehicles owners and with nothing that they can do to prevent it. It basically makes all the policies they sell worthless, but they aren't going to tell anyone that. It is all FALSE ADVERTIZING!!! I think they should be made to give refunds to anyone that has ever bought a policy from them. I have a useless car. Have spent almost $3000.00 on a rental car as I have 3 jobs I need to get to. I need help!!!

  

  Business Response

  Date: 09/14/2023

  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 as the photos sent in show engine sludge. There were no maintenance invoices sent in to verify proper maintenance. Your Carfax shows none of the maintenance had been done on schedule. On further review of your file notes it appears a repair shop had called into start a claim for timing failures. This was while you were in the waiting period and the vehicle had been driven back in 2022 with no repair invoices sent in verifying the vehicle was repaired at that time. This claim will remain denied due to the sludge present. Sludge is a major exclusion on your contract. The exclusions can be found in Section D of your contract. Nevertheless Car****** will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email i***************** 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.

  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: 09/15/2023

  Here is a picture from Car Shields website where I have uploaded and attached my vehicle records. I have no clue why they keep claiming I have not sent anything in to them. As you can see, they were sent at the beginning of 2023.

  Customer Answer

  Date: 09/15/2023

  Also are screenshots of the receipts in the Carshield app that were sent in that they are now claiming we're not sent

  Customer Answer

  Date: 09/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have sent pictures and receipts proving the transactions I have made and pictures to show the maintenance I had on the car.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 09/25/2023

   

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

  Please forward the receipts and invoices to their legal department email @ legalaffairs@******************.**m.  If you wish to accept Car******'s offered resolution, please email ****************** and we will draft the agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 12/15/2023

  I called and also emailed to cancel the account because of the problems I had with this company and them not wanting to fix my car and they to this day are still taking money out of my checking account and I have called and sent emails trying to cancel it. they have noted that i have called and told them to cancel but they haven't done it. I want a total refund. They shouldn't be able to just continue taking money out of peoples accounts when you call and tell them to cancel. You shouldn't have to go though "a process" of sitting on the phone for an hour.

  

  Business Response

  Date: 12/15/2023

  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 review, your claim was adjudicated correctly as the photos sent in show engine sludge. There were no maintenance invoices sent in to verify proper maintenance. Your Carfax shows none of the maintenance had been done on schedule. On further review of your file notes it appears a repair shop had called into start a claim for timing failures. This was while you were in the waiting period and the vehicle had been driven back in 2022 with no repair invoices sent in verifying the vehicle was repaired at that time. This claim will remain denied due to the sludge present. Sludge is a major exclusion on your contract. The exclusions can be found in Section D 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. 

  Car****** 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

  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:09/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy in May 2023 and they offered great coverage and decided to go with them. They told me they could beat competitors prices. I paid on time every month since my coverage began.  My car broke down in August so  I called CarShield and told them the problem and they told me they would send a tow truck, which proved to be a disaster within itself. The tow truck came and told me of a shop they always use.
  A couple days went by and they called and asked me who picked up my car and they asked me where the tow took the car.   They called the tow truck for me but then called me to ask which tow truck picked up my car which makes no sense. Three weeks later I get a call from a clam adjuster who had no idea where my car was. The repair shop called and said it was a blown head gasket.
  The mechanic would not fix the car. CarShield then told me they would only provide me with a credit towards the repair of the engine in the amount of 2000 dollars.  The full repair costs would come to almost 7000 dollars. I asked them about the warranty and I was told my
  year of the car is the reason they do not want to fix my engine which is ridiculous because they knew the year of my car when I signed a contract with them.  I was under the impression my engine would be covered which is why I got the policy in the first place. . I am still without a car. 

  

  Business Response

  Date: 09/18/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per ***, your claim is currently authorized as a credit toward engine replacement for the amount of a head gasket repair due to the cause of failure of the engine as a whole being not listed for coverage under your contract terms.  Your chosen repair facility verified for the catastrophic failure of this engine to have resulted from subsequent overheating following head gasket failure.

  As your contract states, the engine block and cylinder heads are not covered unless damaged by a moving covered part of the engine. As the catastrophic engine failure has resulted from overheating due to failure of the head gasket, the subsequent catastrophic engine failure is excluded from coverage per the terms of the contract. With this considered, the current authorization credit provided is correct per the contract terms and will be upheld. ******** **** ****** has authorized $2,257.16 towards your claim.  If you wish to void the authorization, CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-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:09/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty from CarShield for 2 vehicles, both with high mileage because the advertisement shows happy people and they say they cover failures. My Ford, under coverage, suffered some engine damage which after going to many service facilities who all but one refused to work with CarShield stating they are hard to work with I did find a facility to fix my SUV. CarShield did cover most but not all of the repair cost. Shortly thereafter my check engine light lit up on my Audi. I took the car to my regular mechanic who said it was probably just an air leak somewhere that would take some time to find and to bring the car back in a couple weeks to fix leak and change the oil. I wasn't comfortable with doing that so I took the Audi to an Audi dealer near my house for an inspection. I was surprised to hear that my Audi needed a new fuel pump and engine. The Audi dealer would not work with CarShield and therefore not repair my car. I asked them if I should tow or drive the car to a shop that would work with CarShield and was informed that the engine was already damaged beyond repair and driving it couldn't damage it further. Audi wanted more than $25,000 to repair and the repair shop that fixed it did it for around $13,000. CarShield did cover the fuel pump and said that since I drove the car after it had a breakdown they would not cover anything else. There wasn't a sign of a breakdown in my definition of a breakdown and I took the car for an engine check when the light came on. We drove the car to the repair shop approximately 15 miles, with no issues, after being told the engine could not be repaired and driving it wouldn't cause any more damage. I'm looking for CarShield to provide the coverage they sold me and I paid for.
  Thanks for your assistance. Kim

  

  Business Response

  Date: 09/14/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Per ***, your claim was opened for an engine failure. Your chosen repair facility reported a failed high pressure fuel pump that caused subsequent damage to your engine due to metal intrusion from the cam lobe that drives the fuel pump. Mechanical evidence and your own admission both show continued operation exceeding 15 miles. The contract clearly defines breakdown as when a component is unable to operate in the normal manner that it was designed to. The high pressure fuel pump failing and triggering falls under this category, and the check engine light even triggered indicating an issue and you admitted to driving to the repair facility with this issue present. Your claim was adjudicated correctly and per the terms of the contract.  

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

  *** has authorized $940.31 towards your claim. If you wish to cancel your contract, CarShield will refund your last 2 payments upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

• Initial Complaint

  Date:09/08/2023

  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.

  ******** **** ****** denied my claim saying that my PLAN didn’t cover the 5,600 dollar repair that my car needs.

  

  Business Response

  Date: 09/14/2023

  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. Your claim was reviewed by the Legal Claims Director
  for ***, an ASE-Certified Master Mechanic, who determined the claim had been
  adjudicated correctly and in accordance with the terms of the contract. 

  *** has verified your contract does not list wheel hub/bearing or wheel speed sensor for coverage. A list of covered components cancan be found in Section B of your contract.  Your chosen repair facility called *** to report your check engine light was on for the right front wheel speed sensor due to worn wheel hub/bearing. *** advised your repair facility during that interaction there was no coverage for wheel hub/bearing or wheel speed sensor.

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

  You may choose to keep your Vehicle Service Contract for future
  covered repairs or you may choose to cancel your coverage.  If you choose to cancel your contract, CarShield will refund your last 12 payments upon execution of a Settlement and Release
  Agreement. If you wish to accept this offer, please ***** ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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