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:08/28/2023

  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 monthly Diamond XT w/Elite coverage plan, $106.00, contract ************ ON 08/17/2022. Per my DECLARATIONS PAGE, after 09/16/2022 this plan "Renews in Monthly Increments". On 08/23/2023, I sold my car that was covered by the plan and notified CarShield of cancellation on the same day at 3:03:29 PM, and received a cancellation letter.
  
  I had also talked to Customer Service at the time of cancellation requesting the remaining money covering time not used...08/24/2023 to 09/17/2023 (24 days) be refunded to me. 24 days @ $3.50 per day = $84.00. After a number of calls to Customer Service, plus one to the Administrator, their friendly attitude changed to "we don't give refunds once past your first 30 days". I was also told by one of their agents that if this were a "yearly plan" ??, a pro-rated refund might be available.
  
  ACCORDING TO THEIR PROTECTION PLAN BOOKLET THAT WAS PROVIDED TO ME at time of sale, Page #1 notes the plan RENEWS in monthly increments. Page #4, line 16 defines a RENEWAL TERM as "each succeeding month for which payment has been received after the INITIAL TERM. Each RENEWAL CONTRACT shall have a Series Number one digit higher than the Series Number of the previous One Month CONTRACT.
  On Page #17 of the Plan Booklet, listed under Section 1, part b, states: If cancelled "within a RENEWAL TERM", You will receive a pro rata refund based upon the number of days in force compared to the total number of days in "That RENEWAL TERM", less claims paid and less any cancellation fee (not listed) on the DECLARATIONS PAGE.
  
  Based on the information I have provided, plus CarShield stating they do "NOT PROVIDE REFUNDS", I am not only UNHAPPY, they also have my money. If they refuse to provide refunds after the first 30 days, PAGE #17 should be revised OR REMOVED FROM THE PLAN BOOKLET. Based on my experience with their Customer Service, I would never recommend CarShield to anyone.

  

  Business Response

  Date: 08/29/2023

   

  CarShield will refund your last 2 payments to solve this matte. You will receive the refund within 7-10 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
  **********************

  Customer Answer

  Date: 08/30/2023

  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:08/28/2023

  Type:Service or Repair 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.

  A month ago the car was making a mechanical noise. They sent me a list of places and all the places they sent said they do not accept CarShield. I told this to CarShield asking for direction because I need my car fixed. They informed me that my subscription had been cancelled. I told them I had not cancelled it and they put me on hold to speak with someone but then hung up on me.  They kept me on hold a number of times and then hung up.
  They told me there was nothing they could do to help me solve this issue.  I have paid them 127.94 dollars every month for their services and now they are not honoring the contract I have with them.  I trusted them to honor their contract and do as they have advertised and they did not do it.

  

  Business Response

  Date: 08/30/2023

  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. The only notes *** has is from client relations advising CarShield that they had provided you with repair facility lookup information.  That is the most that can be done to assist you.  Any repair facility can chose who they will and
  will not work with.  This is clearly outside the control of CarShield or ******** **** ******.  Your contract still shows active.

  If you wish 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 [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: 09/26/2023

  This to acknowledge receipt of the refund check ($1,151,46) from car shield.

  
  I want to use this opportunity to appreciate the Better Business Bureau of ******** and the Attorney General of the ***************** for their intervention. Thank You.

  
  Sincerely,

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

• Initial Complaint

  Date:08/28/2023

  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 purchased a car warranty, we sold car and called on due date to cancel the policy, they had already removed funds from our account for the upcoming months, and will cancel the policies, but will not pay us back the month payment that started today. Two separate vehicles. I was planning on keeping the warranty on the second vehicle but since they are being so shady, I cancelled both policies
  Each policy was 109.99

  

  Business Response

  Date: 08/29/2023

   

  We
  appreciate you bringing this to our attention.

  CarShield will refund your last payment on each contract. We are sorry to lose you as a CarShield customer. 

  Customer Relations

• Initial Complaint

  Date:08/28/2023

  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 ordered Car Shield to cover the engine on my newly bought used truck. I was told I was completely covered after a 20 day waiting period. When I received my paperwork I was shocked to see I was only covered for towing. I don't need towing, I have AAA. I called in and was informed that I do not qualify for engine coverage due to where I live, only towing. I asked for a complete refund and she said I do not qualify for a refund. The employee knew that I wanted to cover my engine and not towing, but fraudulently signed me up anyway.

  

  Business Response

  Date: 08/29/2023

   

  Thank you for reaching out to us regarding this matter. 

  Your full refund is being processed. We are sorry to lose you as a customer. 

  Customer Relations

   

• Initial Complaint

  Date:08/28/2023

  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 Chevy suburban in November of 2022, it has high mileage so I thought it’d be best to get coverage on the motor and trans so I contacted “car shield” and started a policy with them in March 2022. I kept up with oil changes and replaced plugs and wires numerous times and my truck still was running bad so I finally decided to put it in the shop for a diagnostic check to find out the engine was failing so the shop where my truck is contracted car shield to file a claim. After my truck has been there for almost two months car shield denied my claim stating they dnt m cover the costs due to engine sludge buildup. Although the technician clarified that was not the cause of engine failure, car shield refused to reconsider and further look into my claim they just stayed the decision was final without any further investigation. Although they based their decision off of a Photoshop that their inspector has taken. My policy cost me $189.99 a month since March 2022

  

  Business Response

  Date: 08/30/2023

  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:08/27/2023

  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.

  Car shield keeps sending me advertisements for car shield but I don’t want it or afford it.
  I emailed them last week but they still send the advertisements. I told them please stop but no

  

  Business Response

  Date: 08/28/2023

   

  We have added the information in your complaint to our do not contact list. If you received a mailer, please send a copy of the mailer to [email protected] so that we can remove your information based on the customer id in the top left corner of the mailer.

  Customer Relations

   

• Initial Complaint

  Date:08/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a problem with my vehicle and took it in for repairs and when the repair shop contacted CarShield we were told that I had to buy an extra part of the contract to cover the repairs for which I was never told about when I purchased the contract all I was told CarShield will take care of the repairs, the vehicle repair was the Purge Control Solenoid, Natural Vacuum Leak detection pump, and an Evaporation Control Canister, and I beleave this is false advertising because all the commercials state all repairs will be done, I paid $1,348.46 out of my pocket for a repair.

  

  Business Response

  Date: 08/30/2023

  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 for policy *********** the claim was called in with multiple evap leaks. Per the terms of the contract there is no coverage for this repair. A list of covered components can be found in section B of your contract. We see where you had opened a second policy on the Charger on 8/25/2023. This policy is still in the waiting period therefore this would be deemed preexisting and will not be covered. 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:08/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had CarShield since 4/26/21. I haven’t used them since today 8/24/23. I have paid CarShield a total of $2,800. I called on 4/24/23 for a failing alternator on my 2015 Chevrolet Tahoe. They guided me to a shop ******** in Hammond, IN. I dropped vehicle off today 8/26/23 to be inspected. CarShield accepted the claim and the vehicle was fixed during business hours. Came in today 8/24/23 to pick up my vehicle and payment was not sent in yet. The shop AmeriMex had contacted CarShield 3 times in a three and a half hour period. I called twice to see if they had received the invoice for payment on CarShield on. They told me they had not and it takes two hours to process and they were closing in a matter of minutes and could not help me and proceeded to hang up on me. I needed up paying $831 out of pocket to get my vehicle back today. They were only charging me $100 for a deductible and an extra $100.59 for the alternator they bought because CarShield couldn’t Pat the extra for it. CarShield owes me $831 for paying out of pocket.

  

  Business Response

  Date: 08/30/2023

  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. After reviewing the claim it was found that payment was made to your chosen repair facility the same day at 8:17pm on 8/24/23 in the amount of $575.00. You need to contact the repair facility for reimbursement since they were paid twice. 
  

  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:08/24/2023

  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.

  My brakes when I got to the stop sign, my car didn&#**;t stop. I pulled to the curb and called my godson. He called CarShield. They gave him a list of places to take the car. Monro and PepBoys were on the list. they were closed. We chose Monro. ***** said they couldn&#**;t get an answer so they could get permission to work on the car. I don&#**;t know why they are holding my car. I don&#**;t know! Because ***** says they couldn&#**;t get in touch with them. I tried and I couldn&#**;t get in touch. I just want my car to be fixed.

  

  Business Response

  Date: 08/29/2023

  Thank you for bringing this to our attention.
  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.  Your claim was adjudicated correctly when it was authorized for a brake booster replacement.  The original authorization was for the part to be ordered through vendor. Your chosen repair facility informed AAS that the parts are not available through their manufacturer either and are on backorder status.  That is not the fault of CarShield, ******************** or your repair facility.  
  

  The notes on your contract state you cancelled your contract on 8/28/23.  CarShield will refund your last 6 payments upon execution of a Settlement Agreement and Release. . 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: 09/07/2023

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

  car shield contract MRF3630059

• Initial Complaint

  Date:08/24/2023

  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.

  They took out money from my account even though the warranty is expired. They refuse to give me my money back. They took out of my account for 2 months, they put used parts in my car. I called CarShield yesterday and they put me on hold and the rep came back and said that they cannot refund my money.
  
  I want all my $3,000 back from CarShield.

  

  Business Response

  Date: 08/29/2023

  Thank you for reaching out to us regarding this concern. Per further review of your account you did pay a year in full but this is a month to month policy therefore this would renew on payments once the year was up. We do not have a year contract. On your declarations page in your contract it does reflect this is a month to month policy. It does not appear we had stated that we would be canceling after a year nor did we state that we would be in contact with you when the year was up. Nevertheless, CarShield will refund your last 2 payments on ********** 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 **********************

  

  Business Response

  Date: 08/30/2023

  CarShield has in no way violated the terms of your contract, therefore there is no refund due on either contract. CarShield's offer of 2 months was made as a courtesy for your confusion about the terms of the contract when you paid for a year's worth of coverage. Much like regular car or health insurance, your payments provided coverage on your vehicle. There is no refund because there were no claims filed. You paid CarShield for a service and we provided that service. 

  In an effort to resolve this matter, Carshield will refund your last 5 payments on contract ********** and 7 payments on contract *********** This is a more than generous offer as again there has been no violation of the contract. . 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: 09/05/2023

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