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:09/06/2023

  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 would like Carshield to be investigated because they are running a scam in La. I have been a member since 2019, when I got the service If I had a breakdown, I would be able to go to any car dealership to get my vehicle fixed with their authorization. About 2 years ago I had to get a rocker arm actuator replaced and I was told by the dealer that they do not accept Carshield. This was at ****** in Bunkie, La I then contacted three other dealerships in La, ****** **** in Alexandria, La, and ****** Auto in Lecompte, La and they told me they do not accept Carshield either. Please reply to my email. Thank you.

  

  Business Response

  Date: 09/11/2023

  We
  appreciate you bringing this to our attention.

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

  The notes on your account state you were offered assistance in finding a repair facility in your area that has worked with CarShield coverage in the past but you chose not to accept that help. We see that your contract has been cancelled. 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 [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.

  I purchased a warranty for my 2014 Audi A8 on June 1st Unfortunately I had to take the car to the shop on July 6/7 which is 30+ days after I signed up. Car shield has taken me on a hell of a rollercoaster ride to determine after almost 2 months to be denied. Every single person I talked to gave me misleading info they gave the car repair shop different information. Until the end where they offered me $1000 plus a refund. So they couldn’t cover the warranty but they can give me $1000 to hush hush money. It’s not the. Money I wanted. So they tried to find every piece of documentation they could find to prove me wrong. Now we are here they didn’t communicate towards the end. I’m assuming my 2014 Audi is still covered and Im allowed to get anything else fixed other then what the claim was for. I’ll be posting.

  

  Business Response

  Date: 09/11/2023

  As noted on the first three pages of your vehicle service contract, American Auto Shield (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials
  and payments. We have contacted them to obtain information on the
  repair claim you have referenced.

  American Auto Shield 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. AAS can also prove that you gave an inaccurate start mileage for the
  contract and then tried to lie about it. You were delivered a letter of cancellation on Friday, September8, 2023 and your contract will be cancelled. AAS made an attempt to solve
  this matter with you but you chose not to accept their offered resolution.
  CarShield can do nothing further to resolve this matter and we consider the matter closed.
  
  Customer Relations

  
  

• Initial Complaint

  Date:09/05/2023

  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 sent me papers and they were telling me how important it was to pay for a service that I needed for my car.  And I was at the Chase address when I started to pay them. And I have 

  called them back from time to time because of the inflation telling them I cannot afford to make payments.  When I called their was a phone # for refunds- And then they told me their is no

  refunds.  I told them the money taken out of my checking account from Lake Oscleola State Bank was not their money.

  

  Business Response

  Date: 09/08/2023

  Thank
  you for bringing this to our attention.
  

  We have reviewed the notes on your account  and see that you cancelled your contract on 8/22/23.  There is no refund due on any Carshield contract after the first 30 days of purchase. This is clearly stated in your contract.  Much like car or health insurance, your monthly payment to CarShield provides coverage for your vehicle in the event of a breakdown.  You do not receive a refund on those policies because you don't file a claim. 

  Nonetheless, in an effort to resole this matter, CarShield will refund your last 10 payments as a courtesy. You will receive the refund in 7-10 business days.

  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:09/05/2023

  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.

  denied my claim for warped manifold stating that the cause was broken bolts. yes bolts will break when the manifold warps. they just use excuses not to pay

  

  Business Response

  Date: 09/07/2023

  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. 

  There was a failure to the exhaust manifold bolts/studs that broke away and subsequently caused the exhaust manifold to leak and most likely caused the manifold to warp due to the heat from exhaust gasses and not being bolted down and secured in the proper manner. Being manufactured out of steel, there is no possible way for the exhaust manifold to warp if they are secured/bolted down properly. 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. 

  AAS has authorized $2304.60in repairs for previous claims. Due to that amount being larger than the amount you have paid into the contract, there is no refund due. 

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

  Customer Answer

  Date: 09/22/2023

  Have called them several times to try talking with them about my claim. They pass me to someone else who hangs up on me. This business is not professional at all. 

  

  Business Response

  Date: 09/25/2023

   

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

  Customer Relations

   

  Customer Answer

  Date: 10/04/2023

  Complaint: 20557625
  
  I am rejecting this response because:
  
  I am getting the run around from CarShield and American Auto Shield.  I'll be filing with the Missouri and Colorado Attorneys General offices.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/06/2023

   

  CarShield's response will be not different for any other complaint. We have explained you will need to file a dispute regarding your claim with American Auto Shield. CArShield an not offer a refund on a contract that has paid more out in claims the the customer has paid into the contract. 

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

  Customer Relations

• Initial Complaint

  Date:09/01/2023

  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 got a policy with Carshield and never used it before when it was time to use it, Carshield would not cover it. They told me everything that was wrong before it happens, I was told by my car to turn off car and get roadside assistance. I had it towed to **** When they checked it out, they said the cooling motor had went bad. They told me how much it costs to fix it. I contacted Carshield about it. They contacted Carshield and they said they will not pay for it. They told me the car was clogged up. It was just another term for a water pump and Carshield said it was clogged up. They charged me $1,500 to fix the car and it came out of my pocket. On my coverage it says the water pump is in the coverage with Carshield. I want to know why ******** did not cover the repairs to my car. I would like a refund of $1,500 to me for paying out of pocket.

  

  Business Response

  Date: 09/07/2023

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

  Upon further review your claim is currently authorized for a valve cover gasket replacement in the amount of $2,504.14. This has already been paid to the repair shop. However the claim was denied for coverage for the water pump due to the cause of failure being excluded. As a resolution, CarShield will refund your last 2 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations 

  ********************** 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: 09/18/2023

  You stated that CarShield will send to monthly payments to me. How did you reach that conclusion?

  Customer Answer

  Date: 09/19/2023

  I accept their offer.

• Initial Complaint

  Date:09/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with this for over 2 years now. Back in August 2021, I took my car to a mechanic because it had an engine issue. I had the Diamond package with Car Shield that was supposed to cover everything. The mechanic gave a quote to car shield and I had to leave the country due to military reasons. Fast forward. March 2023, when I returned I went to the shop and they didn’t fix the car even though the claim was approved. I called car shield explained the situation and the representative said fine. I made sure to let them know I was out the country so the policy probably is not active but the claim was approved over a year before the policy was cancelled so is it still good. Yes it’s still good was their answer. Once it was approved and the money was never paid out you are good to take the car to another mechanic get it fixed and we will pay. I said fine. I paid the mechanic $2600 for the car sitting there for the year even though they didn’t fix it and moved the car to a mechanic closer to where I lived that was willing to fix the car. This was in July 2023. This was after car shield told me I could. Mechanic contacts Carshield. Goes through hell with them not responding finally I had to keep contacting them only to be getting a different agent every single time. Finally I get onto an agent supervisor who then proceeded to tell me hey since the claim isn’t active we won’t fix the car. I said it was approved before it was active. He then messages me back and says ok we will fix it as it was approved but you have to take it BACK to the shop that refused to fix it for a year and they have to fix it. Mind you this was after they told me to yes to towing it to the other shop 53 miles away!! I even pointed out in Virginia an insurance company cannot by LAW force a person to go to a specific shop to get repairs on their car.

  

  Business Response

  Date: 09/07/2023

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

  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:08/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my contract with Carshield on August 23, 2023. I no longer have the vehicle and requested for this to stop. I spoke to a ***** around 2:00 PM to have this resolved. He stated that he took care of the situation and the contract was canceled. I look to see all was taken care of and it is still current and threatening me that I still have to pay for the upcoming payment despite me informing them ahead of time.

  

  Business Response

  Date: 09/01/2023

   

   Your contract was cancelled on 8/23/23 as requested. Please allow 7-10 days for our database and the app to reset our cancellations. 

  Customer Relations

• Initial Complaint

  Date:08/31/2023

  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.

  We submitted a claim to ******** **** ****** which is the explain provider for CarShield on 5/27 for a oil pump or engine replacement on our 2010 Ford F150. It was denied on 6/2 saying there were only 6 miles since the last repair which was not the case as we live 15 miles from the repair shop and had been back and forth from town several times. The rep said the only way to dispute this was arbitration so we engaged an attorney and sent a letter. After that process, the are still refusing to honor the repairs, saying a previous revisit was misdiagnosed or only partially repaired.

  

  Business Response

  Date: 09/05/2023

   

  We
  appreciate you bringing this to our attention.

   Your complaint is about an attempted claim on a that we do not show a contract for.   In your complaint you reference an F150, your CarShield vehicle service contract ************ was for a 2016 Ford fusion. The contract was cancelled on 7/14/22 when you sold the vehicle. There have been no claim notes, contract notes, or calls. 

  Please send the contract number for the vehicle you a referencing to [email protected] so that we properly address this matter as we are unable to locate that contract in our database with information provided in your complaint. 

  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: 09/06/2023

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

  I apologize for the confusion. 

  The contract is under my husband ***** ******* and contract # is ***********
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/07/2023

   

  ******** **** ****** has informed us they have reached a resolution with you on this matter.  Please contact ******** **** ****** with any questions. 

  Customer Relations

   

• Initial Complaint

  Date:08/31/2023

  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 told me to take my car to a shop i did that now they wont help me i gave them 359.96 all want back is my money and im no longer deal with them they seem like a big rip off

  

  Business Response

  Date: 09/05/2023

  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 have not met the waiting period requirements for your contract.  Your contract clearly states on page D1 of D2 YOUR BREAKDOWN COVERAGE begins after either of the following days & mileage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective"

  We see that you have already been refunded your last payment. CarShield will refund your remaining 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
  **********************

   

   

  Customer Answer

  Date: 09/16/2023

  Hello this is my first time hearing from the BBB. I Apologize but my issue was never solved with carshield. I have reached out to the several times to get my money back but no success at all

• Initial Complaint

  Date:08/30/2023

  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.

  On july 12th 2023I had my car towed to a repair that carshield used I needed an alternator & a paddle switch replaced carshield paid for a used alternator refused to pay for the paddle switch & now my car is still not running, on 8-17-23 my wife called in to let car shield know her debit care was compromised, on **** she called back in to find out why only 1 payment came out the agent she spoke to was so rude he refused to give his name all she wanted to do was make a payment, today 8-30-23 I called in to have both cars remove cancel the contract MRF ******* CARSHIED AGENT *****S ONLY SEE MY CAR & NOT MY WIFE'S 2019 ****** ROUGE, FOR 3 YEARS PAYMENTS HAVE BEEN TAKEN from our checking account & today we were told there is no record of her car I PLAN TO CONTACT THE NEWS MEDIA & PLAN TO TALK TO AN ATTORNEY & LET THE ***** ATTORNEY GEN KNOW CARSHIELD COMMITTED FRAUD BY USING OLD CAR PARTS i WAS TOLD BY 3 AGENTS MY CAR WAS COVERED & THE REPAIR SHOP SAID NO THEY WON'T PAY FOR IT, CARSHIELD YOU DO THE **** YOU TOOK $99.99 OUT FOR MY CAR AND ANOTHER $72.79 FOR MY WIFES CAR FOR 3 YEARS OH BY THE WAY I RECORDED THE CONVERSATION ON HOW RUDE YOUR AGENT WAS TO MY WIFE SO THANK YOU SO MUCH. YOU HAVE MY CONTACT INFORMATION SOMEONE NEEDS TO CALL ME LIKE ASAP

  

  Business Response

  Date: 09/05/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. AAS states your claim was adjudicated correctly per terms of the contract.  AAS sent out a sourced remanufactured alternator and there have been no contacts, calls, or notes made regarding the part that was sent out being defective. If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  We see that you have cancelled your contract. In an effort to resolve this matter, 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-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************

   

  Customer Relations

  Customer Answer

  Date: 09/08/2023

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