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:09/08/2023

  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.

  On July 11, 2023 I signed up for a car warranty under carshield. I was told that I would receive a copy of the policy vi email which i did not. I called the company several times and stated that no policy was delivered via email. After July 11, 2023 I call carshield seveeral times to inform that i didnt receive the policy. I made a call on August 28, 2023 to cancel the policy in which i was informed that i couldnt receive the refund because i was outside the 30-day which the rep stated was in the policy ( a policy that i never recieved upon giving my initial payment to the business. A day after this i recieevd an email staing that they didnt recieve payment. Today September 8, 2023 i made another call to carsheild to request my refund. I spoke with a 3 reps. ***** ****** and another female with whom i cant remebr her name. however i was told that i couldnt receive the refund because it was not reported as an error by the rep. i was then givien another reason that i couldnt receieve the refund because they tried several times to send policy via email. And lastly i was told i couldnt recieve the refund because they finally sent out a policy on August 28, 2023 which i wasnt informed until today September 8, 2023. I am being held to a fault for not recieving a policy and then not providing a refund which is horrible. The customer service is horrible if i was aware of the policy for the refund i would have been called to retrieve a refund. but because i didnt receive the policy im being held to fault on the carsheild end. I am requesting a refund. this is horrible because the reviews you all have are terrrible and that you steal people money.

  

  Business Response

  Date: 09/11/2023

  CarShield has processed your refund. Please allow 5-7 business days to receive the refund back to the card on file. 

  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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Diamond Coverage warranty through Carshield on August 10th 2022.
  The warranty was advertised and sold as a "service contract similar to the manufacturer's new car warranty" and it is the highest level of coverage they offer.
  
  I have been paying $120 per month for over a year now. I filed my first claim with the company on August 28th 2023 after having issues with my vehicle's A/C system. I took the car to the Dealership to diagnose the problem and unfortunately the A/C compressor needed to be replaced. My repair facility informed me that they don't work with Car Shield or ******** **** ****** due to having multiple issues from this company in the past so I would have to go through the reimbursement route and pay out of pocket for the expenses. The dealership filed a claim with ******** **** ****** on my behalf on 9/6/2023 and emailed them an estimate for the repairs in the amount of $3,227.73 Before Tax (Parts $2052.73 and $1175 for 5Hours of Labor)
  
  ******** **** ****** reviewed the estimate and approved a payment of only $943.64. I found this amount to be insulting specially when I am expected to pay a $100 deductible on top of that.
  
  I reached out to Car Shield and they directed me to contact ******** **** ****** to obtain more information on how the adjustor came up with such a low amount. ******** **** ****** refused to provide any write documentation on their claim adjustment calculation.
  
  -Car Shield sold me their higher tier coverage (Diamond coverage) that does not offer any that it is it is falsely advertised on their website as being a coverage that is similar to the manufacturer's new car warranty.
  
  -******** **** ****** will not pay the full cost of the claim even if your claim is due to a covered issue. (In my case they are paying less than 1/3 of the total cost of the repairs.)
  
  -During the purchase of the contract Car Shield never informs the customer that their contract service is handled by a 3rd company called American Auto Shield, it is not until you get the contract/file a claim that you find that out.
  
  -The customer is also not informed that the payments are also handed through another 3rd party company called *****.
  
  -Car shield claims on their website that all claims are paid directly over the phone with a corporate card. That is not correct.
  
  I want carshield to refund me for all the payments I've made over the past 12 months and cancel my contract.

  Customer Answer

  Date: 09/11/2023

  Complaint: 20574730
  
  I am rejecting this response because:

  I am urging Carshield to read my original message since their response has no connection with anything I said in my complaint. 

  Carshield states in their response that "******************** has informed us they can show with 100% certainty that the engine failures were present from before your contract was purchased and that you were aware of the failures". 

  My complaint with the BBB and my claim filed with ******************** is related to a malfunctioning AIR CONDITIONING SYSTEM and not "engine failures" as Carshield states in their response. In fact, my vehicle's engine is fully functional and I have no issues with it and I have not filed any claims related to the vehicle's engine.

  I am not sure if Carshield/******************** are getting customers complaints mixed up since my case is not related to any engine malfunction.

  Carshield also states in their response "AAS can also prove that you gave an inaccurate start mileage for the contract and then tried to lie about it" Again, I believe ******** is getting complaints from customers mixed up. Carshield is also making false allegation of me lying about giving inaccurate start mileage.

  When I signed up with Carshield 8/10/2022 the miles reported were 23,758.A year later, 8/28/2023 I filed my first and only claim with ******. Not sure how relevant the miles are in the situation since my complaint is related to a faulty A/C system and AAS has approved my claim at a way lower amount that the estimate that my repair facility is asking them to pay. 

  Whoever wrote the response on behalf of Carshield should get all of the facts and read my claim instead of making false allegations and call me a liar to try to deviate the original reason of the claim which is a faulty A/C and Carshield/******************** not honoring their contract agreement. (In fact, I can prove the mileage if needed)

  Carshield also states in their response that "AAS made an attempt to solve this matter with you but you chose not to accept their offered resolution" This is totally false and as of the time of this writing, 9/11/23 4:41PM, ******************** has not made any contact attempts to offer any kind of resolution regarding my claim. 

  Having said all, I contacted Carshield on 9/8/2023 and asked to cancel my contract and issue a full refund of all of the payments made since I signed up with them. 

  So far I have not obtained any resolution from Car Shield or ********************. 

  Please leave my case open.

  
  Sincerely,
  JM

  

  Business Response

  Date: 09/12/2023

   

  We have requested that this answer be deleted so we can properly respond to the BBB complaint. 

  We do apologize for the error. 

  

  Business Response

  Date: 09/12/2023

  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. ******** **** ****** 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 800-531-1925.

  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: 09/13/2023

  Complaint: ********
   
  
  I am rejecting this response because:

   

  As of the writing of this message, *** has not reached out to me or offered any resolution. I am asking CarShield to refund me for all the payments made towards the extended warranty over the last 12 months since they sold me a product that is not what it was claimed to be. 
  
  
  Sincerely,
  
  
  

  **

  

  Business Response

  Date: 09/15/2023

   

  CarShield will refund your payments in full upon execution of a Settlement Agreement and Release. This will void any authorization made by American Auto Shield. 

  Please allow 7 business days to draft the Agreement and we will email it to you for your electronic signature. 

  Customer Answer

  Date: 09/21/2023

  I accepted the business resolution, you may close the case now. 
  

  thank you 

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to CarX in Ohio and they discovered that the ball joint needed to be replaced on the driver side on my 2015 Mazda Three . I told them I had Carshield. I gave all my information. Carshield sent me a text stating that they would take care of it. ***** the manager spoke to Carshield and they wanted to ship the part to CarX instead. They paid CarX $191.00 and I had to pay the remaining balance out of pocket and I have the Diamond Package with Carshield. I talked to three people the last person I spoke to his name was *****. I informed ***** that I wanted to cancel my extended warranty with Carshield. I want to be refund my money back because they did not handle this situation fair at all.

  

  Business Response

  Date: 09/11/2023

  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. 

  AAS states your chosen repair facility over charged on parts and labor for the repair.  Your repair facility would not allow outside parts shipped in for repair and AAS covered at their supplier's price. The repair facility was $200 over MSRP for OEM parts as well. There are also multiple repairs on invoice for oil change, tires and alignment that are not listed for coverage under your contract terms.  A list of covered components can be found in Section B of your contract. 

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

  Customer Relations

  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:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had transmission problems on our 2017 GMC truck, and took the vehicle in to our local GMC dealer to have a technician look at it and have Carshield authorize and pay for the repairs.
  
  I took the truck in on the 24th of August 2023.
  It was diagnosed with an issue with the transmission (Valve Body) and that GMC would locate a part and let Carshield know of the findings and get authorization to fix it.
  
  Carshield has been in contact with ******* GMC and have not been willing to replace the part with an OEM (original GMC part) to fix the problem. ******* GMC has still has the truck and are waiting to hear back from Carshield on locating a non OEM part (inferior product) to replace it.
  
  My wife called Carshield and was placed on hold two different times this week 9/5/2023 and was put on hold, and eventually she was hung up on after the hold.
  
  Two problems that I have are: 1.) Replacement of a non OEM part can an will fail, and when it does, Carshield will not replace it if it is not an OEM part.
  2.) They do not return phone calls in a timely fashion. This is unprofessional and disrespectful.
  
  I just want my vehicle fixed at this point and the games to STOP.

  

  Business Response

  Date: 09/11/2023

  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 called into AAS by your chosen repair facility on 8/23/23.  The claim was delayed for part sourcing as your repair facility stated part was on back order.  At that time, your repair facility stated they would accept parts shipped in.  The parts were sourced and the out of pocket costs were calculated.  It was at that time your repair facility stated they would only accept parts with a handling fee. AAS states you have refused to pay any out of pocket cost for either part option and part cannot be ordered until you decide on what direction you would like to take. 

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

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a extended warranty through Carshield. Late June early July the car started giving us problems. We called Carshield to see what mechanic will take Carshield. They gave me three mechanics. The two out of the three did not take Carshield. *** *** was the mechanic that still accepts Carshield. We had the car towed. *** *** sent Carshield information pertaining to the car. It took three weeks before they decided that they would approve for the transmission to be installed. I get the car back and then the alternator goes out. I had the car towed to my house first and then to *** *** and they determined it was the alternator. They put in a new alternator and I get the car back. Ten days later the transmission light comes on we had the car towed back to *** ***. Sure enough it was the transmission. *** *** reached out to Carshield and Carshield would be sending a Transmission by *****, The transmission never shows up I called Carshield to see where the transmission was I got the tracking number I called ***** the tracking number was traced back to the sender. I called Carshield and they stated that the transmission was sent out but it was not, So Carsheild sent out another transmission to ******. ****** received it and they put the transmission in. The car drove for three days Sunday the car broke down. I had my car towed back to ******. ****** reached out to Carshield and they do not have a full diagnostic for the car and they are waiting for that. I want my money back that I have paid to Carshield. They guaranteed that the transmission would work and the past three have not worked.

  

  Business Response

  Date: 09/12/2023

  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

  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:09/07/2023

  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 keep getting letters for their business and I have called numerous times to have my name taken off the list and I still keep getting letters its going on to harassment now I just called left them another letting them know take me off your list and they said that they would like they said the last four times and ** still getting information and I need that to stop .

  

  Business Response

  Date: 09/08/2023

   

  Please send a copy of the mailer you received to ******************************* so that we can remove your contact information by the customer id number located in top left hand corner. 

  Customer Relations

  Customer Answer

  Date: 09/21/2023

  Complaint: 20568855
  
  I am rejecting this response because:
  II I have already contacted them to tell them to remove me from the list and they keep sending it anyway so this is not doing anything it's the same response that they did last 3 times And more.

  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/25/2023

   

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

  Without the customer id number on the mailer, we can not guarantee your contact information will be removed from our mailing list. We have done everything we can without the information needed from you.  You also have the option to simply throw away the mailer. 

  Customer Relations

  Customer Answer

  Date: 10/04/2023

  LLJ001HLAF
  

  

  Business Response

  Date: 10/06/2023

   

  We have located your contact information and removed it from our database. Please allow 10 days for our system to reset. 

  Customer Relations

  Customer Answer

  Date: 10/30/2023

  *************** that I have answered, and all i would like is for them to STOP CALLING AND SENDING INFORMATION OR SOLICITING :. 

  
  Please tell them to STOP

  
  Respectfully Submitted,

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

  

  Business Response

  Date: 10/31/2023

   

  As stated in our previous response we have removed **************** from our contact list.  

  Any calls, emails or texts she receives are not from CarShield.

  Customer Relations

   

  Customer Answer

  Date: 11/09/2023

  In response to the car shield info. Its resolved thank u
  

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

• Initial Complaint

  Date:09/07/2023

  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 paying Carshield over three years, my ** ******** (dealer) filed legitimate claim on my behaf to make necessay services as described in our contract.
  They refused to pay for some petty reason

  

  Business Response

  Date: 09/11/2023

  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 chosen repair facility reported concerns of cooling fan, timing cover, and speed sensor none of which are listed for coverage in Section B of your contract.  We have attached a copy of your contract for your review. 

  We see that you have requested cancellation on your contract. As a resolution, CarShield will refund your last 12 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:09/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarShield ************** **************  2015 Range Rover Evoque
  
  The engine went out on my car, and needs replacement however the warranty company (Carshield) refuses to pay for turbocharger, which is damaged and required when replacing the engine. They are citing that it appears to them that the engine was running to long and this caused the additional damage to the turbocharger. I did not drive the car after the engine started knocking. The auto repair shop stated that “turbocharger could have been failing all along and got worse during engine failure. There were no error codes or dashboard warning lights suggesting that the turbocharger was failing. The turbocharger failure was identified after the engine was removed from the vehicle.”
  The recommendation was to replace the turbocharger due to engine failure and oil system contamination with metal particles from engine bearing material traveling into the turbocharger and damaging the bearing. There were no dashboard lights on regarding engine issues, until at the moment when the engine began loudly knocking. Could the turbocharger have been declining during the same period of time as the engine began declining in performance? The repair shop says yes. Carshield is quite aware that without the turbocharger being replaced my car can’t be repaired to a running condition.

  

  Business Response

  Date: 09/13/2023

  Thank
  you for bringing this to our attention.
  

  s 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 partially authorized for $8976.80 due to the turbocharger showing signs of continued operation.  Continued Operation is specifically listed as excluded from coverage on page 1 of 21 in your contract. 

  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. 

  If you wish to void the authorization, CarShield will refund your payment in full 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:09/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One month ago I signed up for Carshield. I want my 119 dollars back since I heard they have a terrible BBB rating.

  

  Business Response

  Date: 09/07/2023

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

  Customer Relations

• Initial Complaint

  Date:09/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to ****** Subaru in Springfield, VA two weeks ago for an oil change. They came out to get me to show me a oil leak. I told them I had CarShield warranty and they said they would put a claim in for me. CarShield contacted the dealership and said they would send someone or have the dealership send pictures. ****** took the pictures they asked for but and after reviewing the pictures CarShield said they did not see a leak. So I called asked to speak to a supervisor and they told me my case was closed. So I asked if they could please send a inspector to the dealership and they replied no, my case was closed.
  
  The problem I'm having is they will not come look at my car for inspection, if they did they would see the oil leak. I feel i have been treated very poorly and unfair. Just because they cannot see the leak in the pictures does not give them any reason to close my case. I look forward to speaking with someone from your office.
  
  Thank-you,
  
  **** *** ********

  

  Business Response

  Date: 09/11/2023

  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

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