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: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 25th 2022, my Mercedes Benz vehicle engine seized. The car was towed to ****** ***** ***** located at ***** ******** **** ****** ** *****. The car was assessed by Car Shield who services engines. The car arrived at ****** **** ****** with oil in it. ****** ***** told Car Shield that the car did not have oil causing Car Shield to refuse to service the car. ****** ***** *****s then retracted their statement via email stating they made a mistake. The car stayed at ****** ***** *****s until they placed a garagemens lien on the car. They not only lied about the car not having oil, but they also took my car from me, leaving me with nothing at all. Car Shield was being paid $137.00 for 51 months which totaled $6987.00. They denied my claim due to ****** **** ****** lie and then had the audacity to send me a brochure today in the mail with Customer ID*********** to activate my contract and that my warranty expired. Taking advantage of a senior citizen and taunting me adding insult to injury. I want to be fully reimbursed by Car Shield in the amount of $6987.00 for they did not assist me and took money from me each month and I did not even have use of the Mercedes Benz because the car was in ****** **** ****** possession even currently. Please assist me in the matter.

  

  Business Response

  Date: 09/06/2023

  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 is currently denied due to evidence of lack of lubrication contributing to the cause of failure of the engine. This vehicle was towed to your chosen repair facility with a seized engine. Initially, your repair facility reported there was no oil on the dipstick with a leak from the valve cover present.

  Upon inspection of the vehicle, the engine oil dipstick is shown with clean oil filled to spec and a heavy, long-term leak coming from the front timing cover. The condition of the oil shown on the dipstick is inconsistent with the condition of the oil filter. The dipstick shows fresh/new oil, whereas the oil filter is darkened, consistent with some worn oil filtering through it. With this considered, it is very clear that your repair facility's initial statements of your vehicle arriving to them void of oil is correct, and oil has since been added to appear as though this engine was full of oil the whole time. With this considered, the current denial is correct per the contract terms and will be upheld.

  We see that you have already cancelled your contract.  Although there is no refund due, CarShield will refund your last 12 payments in an effort to resolve this matter 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: 09/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date: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.

  For the past two years starting in September 2021, car shield was taking money out without my knowledge. I want my money back. That's something I didn't authorize either. I found out today from the bank they were taking out ****** without my knowledge for something I didnt sign up for. I didn't sign nothing. It was supposedly verbal over the phone. Then they took out ***** more a month for something I didn't get. Total is ****** a month.

  

  Business Response

  Date: 09/07/2023

   

  We appreciate you bringing this to our attention.

  We listened to the original sales call on 3/29/21 and the call on 8/30/23 when you called to cancel the contract and it is the same voice and/or person. It was also clearly explained during the sales call that you were purchasing a monthly renewing contract and that the payments would be automatically deducted from your account. 

  Your contract has been cancelled as you requested on 8/30/23.  CarShield will refund your last 12 payments as courtesy. 

  Customer Relations

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

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/30/2023

  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.

  False and undisclosed warranty requirements with CarShield.
  Refusal by CarShield to provide a written copy of what and why they won’t pay for the “Check Engine Light” repairs.
  CarShield refuses to pay for the car repairs.
  CarShield never disclosed that you have to use car parts they provide as opposed to what the Dealer provides.
  Car Shield quotes prices on parts that are unfounded or comparable to market prices.

  

  Business Response

  Date: 09/06/2023

  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. The decision will not be changed.

  Per ***' notes you had a claim denied on 3/20/20 due to not having met the waiting period requirements. There was a second claim called in for a secondary battery, sway bar end links and tie rods which are not listed for coverage under your contract terms and correctly denied.  Your 3rd claim for engine and trans mounts was approved for $1302.30. This last claim was authorized for $767.86. The out of pocket costs from the last claim are due to your chosen repair facility not accepting shipped in parts. CarShield has no control over this and you were informed of the costs before the repairs were performed.  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 cancel your contract, CarShield will refund your last 12 payments upon execution of the 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:08/30/2023

  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 traded in my vehicle in July and contacted Car Shield about the trade in and asked that my coverage be cancelled, however, I was charged for all of July and August and they reused to refund me.

  

  Business Response

  Date: 08/31/2023

   

  We
  appreciate you bringing this to our attention.

  We have reviewed our phone records using the phone number on your account and have no record of you calling from that number to cancel your contract until 8/30/23. Please email the phone number you called from to [email protected] and we will be happy to review the call and refund your last 2 payments upon verification of your request to cancel. 

  Customer Relations

  Customer Answer

  Date: 09/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because I have not had the Jeep for 2 months and you were contacted in the beginning of July about the trade in and wanting to cancel the policy. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 09/05/2023

   

  As stated in our previous response, we have no record of you calling to cancel your contract.  We requested that you email ****************** with the phone number you contacted CarShield with so we can verify the request. 

  If you are unable to provide that number, we can issue a refund of the last month's payment 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

• Initial Complaint

  Date:08/30/2023

  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 phoned a representative starting 8/25/23, to discuss the poor customer service. The female representative was very rude and hostile. I asked to cancel coverage on one of my vehicles. The female didn't comply with my request and refused to allow me to speak with management.

  

  Business Response

  Date: 08/31/2023

   

  We will review the call referenced in your complaint and take any appropriate action. 

  Customer Relations

   

• Initial Complaint

  Date:08/30/2023

  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.

  Purchased premium warranty for my sons car . Your adjuster **** ******** penciled whipped that the garage need to do more diagnosis work at my expense to approve new engine.
  Already paid garage for initial diagnosis.
  Just away not to cover your responsibilities in warranty agreement .
  i am not paying for anymore diagnosis when you have a adjuster at a desk pencil whipping items so you do no have to cover expenses.
  If I do not get resolution for BBB I will take you to court for falsifying information when I was sold policy.
  Contract #********** My email would no go in form ************************

  

  Business Response

  Date: 09/06/2023

  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 for contract **********. 

  Per ***, the claim is currently pending resolution waiting on verification of the cause of failure from RDI and maintenance records from you or your son.   *** has reviewed the claim and can confirm that they do need the requested RDI and records in order to move forward. This failure was presented as concerns of oil consumption, which is listed as an excluded cause of failure per the terms of the contract. In order to verify that the failure has not resulted from an exclusion, this RDI must be performed. Additionally, as this vehicle currently has a high MPD, service records are required in order to verify the vehicle has been maintained per manufacturer guidelines.  If you or your son choose not have authorize RDI, the claim will not move forward. Please contact your chosen repair facility if you want to move your claim forward. 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 choose to cancel your contract, 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: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.

  I had been a previous customer of Car shield before I decided to once again become a customer. I took my car in to get serviced at ******** ****** service. Center on July 28, after I was informed that the service center was backed up, I went back and picked up my car. On August 12, my car started displaying signs that something was wrong. So, I called ******** ****** on August 16, and made Appt for August 17 to see what was wrong with my car. I told them that I had Car Shield. They contacted Carshield and they said it was not within the 25 days. I am suppose to wait, and they were not going to pay for it. So I then called them and they were very rude to me and said that when I took my car in to get serviced on July 28, that I knew that there was something wrong with my car. That is not true. I did not know that something was wrong with my car until Aug. 12. That is not the way you do an elderly disabled vet who is on disability. A relative of mine said that I should take it to the media and let everyone know how Carshield does business but I said I was going to give them a chance to respond..

  

  Business Response

  Date: 09/01/2023

  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 confirmed your claim was correctly denied.  You confirmed that the issue was first noticed about 1 week, or 5 days prior to scheduling you appointment for their first visit on 7/28 which places the failure in the waiting period by days.

  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: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.

  I have been paying Car Shield since April of 2023 and my car broke down in June of 2023. I was told by a CarShield representative to pay the mechanic $1315 for a diagnostic review and that they would cover the cost of the repairs. Now, I was told by Car Shield that they are not planning to pay to repair my car. I was not informed of any information about not enough miles or anything other about a grace ****** until after I had paid the funds for the car diagnosis and breakdown. My car is sitting at the dealership waiting to be repaired and has been sitting since June. I need for Car Shield to honor the contract and repair my car.

  

  Business Response

  Date: 09/01/2023

  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 was adjudicated correctly and denied for your vehicle being in the waiting period. You had stated that the vehicle was having issues as of 5/28/23. This had fallen within the waiting period therefore there would be no coverage. As a resolution, CarShield will refund you in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations

  ********************** 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 athttp://www.BBBBias.com

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

• Initial Complaint

  Date:08/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have family members who have car shield and have had issues and car shield helped them so they came highly recommended. I am recently handicapped and lost half my leg and had 5 heart attacks I could not really afford 150 dollars a month for car shield but with my car having issues I could not afford if it broke down. So after paying 150 a month for 7 months my car started having major issues. I said wow good thing I have car shield when I finally got ahold of them come to find out they won't cover anything on. My car so it's a misrepresentation I knew it was to good to be true. This company took advantage of a poor handicapped person barely making it I want my money back

  

  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. *** has reviewed the notes and interactions with you and your repair facility and they have confirmed you did have your chosen repair facility inquire  about on coverage for failures to the MAF sensor, o2 sensor, and LF wheel bearing, all of which are not listed as covered components under your contract terms. A list of covered components can be found in Section B of your contract.  With that being said, the current denial is correct per the contract terms and will remain.

  You may choose to keep your Vehicle Service Contract for future
  covered repairs or you may choose to cancel your coverage.  However, on a
  monthly renewing contract, you pay for the months you are covered and may
  cancel at any time or keep your coverage as long as you would like.  If
  you choose to cancel your service contract, 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-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:08/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Carshield to check on my coverage because I've been having trouble with my truck. When I called, I was told that Carshield is no longer in business even though they are still taking money out of my checking account. I was then told that I would have to enroll in a new program that cost way more money in order to get my refund from the last 3 years. That program is 194 a month

  

  Business Response

  Date: 08/29/2023

   

  CarShield is very much still in business.  If you need to contact our customer service department please call ************* 

  Customer Relations