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:06/30/2025

  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.

  We purchased car shield as an extra level of protection for our vehicle. Being we are senior citizens and money is tight but we believed they would be there. Not. Our vehicle broke we were denied coverage. At first the timingchain, was the issue but then we were told no the tensioner is what messed up the timing chain belt so it won't be covered. When I asked for clarification I was met with at lot of more confusion. So **** was telling me that it wasn't covered in our plan. She also couldn't pull up our contract. So after paying for years we are worst off. Paying for years and getting nothing.We believe there are so many loopholes making it so hard to get paid. How is it the one thing that is wrong out of all the 1000s of things on a car is the one thing that is not covered.I feel that we are being scammed. Car shield has done this to alot of people and its not fair. So we are now having to pay the ***** for car repair. I wonder if they are doing this to the elderly, poor and people who believe they are on the up and up.All we wanted them to live up to its contract and pay this repair. I know that this practice might be legal but doesn't make it right. Car shield needs to do the right thing.

  

  Business Response

  Date: 07/01/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield provides a wide variety of coverage for many of your vehicle repair needs. However, upon review of your file, it was discovered that several of the concerns reported by your repair facility are not listed for coverage and would not be eligible for the claims process. In regards to your timing belt failure, the cause of failure was reported to be the tensioner. As the tensioner is not an internally lubricated part on this vehicle, the timing belt would not be eligible for coverage. Furthermore, the recommended replacement of the timing belt is ******* miles for your vehicle. Your contract does not provide coverage for general maintenance as recommended by your manufacturer. As your administrator has not received proof of addressing this issue, your timing belt would not be eligible for coverage. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers to review the coverage and determine if CarShield is a correct fit for their vehicle repair needs. You have clearly exceeded this allotted window. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time refund of twenty monthly payments for contract(s) MRF3409611 upon the execution of a settlement and release agreement. This refund may be used to help mitigate out of pocket costs associated with your repair. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line, and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 07/13/2025

  Thank you  BBB for your aid in this matter. 

  Carshield heard our complaints and we were able to come to a resolution. 

• Initial Complaint

  Date:06/30/2025

  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 mechanical breakdown vehicle service contract from CarShield with ***************** as the administrator. The contract became effective May 1, 2025, with a monthly renewal structure and coverage specifically for major powertrain components.Despite my compliance with all requirements including payment of premiums and vehicle maintenance obligationsthe company failed to authorize and pay for a valid repair claim. This constitutes a clear breach of contract for the following reasons:1. Failure to honor covered claim: The breakdown occurred after the contracts effective date, and all terms of the agreement were met. However, the company refused to cover the repair without valid justification, despite the breakdown affecting components explicitly listed under covered items.2. No prior authorization excuse: The administrator failed to properly authorize or inspect the breakdown in a timely manner, then denied the claim unjustifiably.3. Bad faith processing and failure to communicate: Multiple attempts to resolve the issue via customer ********************** resulted in non-responses or delays.4. Deceptive practices and misrepresentation: CarShield marketed this contract as comprehensive, but the process to receive coverage was misleading.Desired Resolution:- Immediate reimbursement for the denied repair including any out-of-pocket expenses.- Written confirmation that the contract is in good standing.- A full explanation from the administrator regarding the claim denial.Demand for Arbitration:I hereby formally demand that this dispute be submitted to arbitration. The contract explicitly states that unresolved disputes must be resolved through arbitration administered by the Better Business Bureau (BBB) in ******, *********I request that this matter be handled pursuant to the Conditionally Binding Arbitration Rules in effect at the time of filing. Please treat this letter as my formal invocation of the arbitration provision contained within the contract.

  

  Business Response

  Date: 07/01/2025

   

   Mr. ****,

  You were informed on a recorded call on 6/23/25 the reason for the denial was due to a branded title.   The branded title was discovered through a CarFax report that was run at the start of your claim.  Due to the branded title, your contract has been voided as we are unable to provide coverage for your vehicle.  We have also refunded your payments in full back to the card on file.  Depending on your bank, those payments will appear in 3-5 business days. 

  CarShield is not the correct party with which to request arbitration. Please see your contract for proper information on requesting arbitration. 

  Customer Relations

   

  Customer Answer

  Date: 07/04/2025

  I appreciate them Giving me my monthly payments back but they also made me pay for a diagnostic fee that I was told I would be reimbursed for and that was not added to the total it was ****** from **********************;

  

  Business Response

  Date: 07/07/2025

   

  Please send a paid invoice to ******************************* and we will review it for any possible reimbursement. 

  Customer Relations

• Initial Complaint

  Date:06/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2016 ****** Corolla S broke down on Monday, June 23, 2025 and it was towed to Sparks ****** on Highway 501 in ************, **. The repair shop manager called me and stated that they could not repair my vehicle because they no longer accepted Car Shield due to many issues regarding the types of parts (used/remanufactured, etc....) that they wanted the dealership to use for repairs and that they were not properly compensated for the repairs that were completed. Once notified about this issue; I could not afford to buy the part and have it replaced at the dealership cost, so I had my vehicle towed to ***** automotive. The vehicle diagnostics indicated that my vehicle's starter had to be replaced. I contacted Car Shield and they refused to pay for a new starter and insisted that I find a used/cheaper part. ***** recommended not to put a used starter on my vehicle because it would cause other problems in the future. ***** had already purchased and replaced the new starter. They stated that me I would be responsible for the difference that Car Shield did not cover; not the actual $100.00 deductible. The total cost for my vehicle to be repaired was $600.00, I had to pay $364.31 because Car Shield did not cover the full repair costs and only paid $264. I was so furious! I have been a Car Shield member for 2 years and 3 months and consistently paid $119.00 per month; a total of $3, ****** and have never filed a claim during these times until now when I needed it most. I purchased the platinum w/ luxury electronics and labor package. This company defrauded me of my money and provided false advertisement about Car Shield protection to the public. I demand a refund of $3, ****** for what I paid for and did not receive what I paid for and still had to come out of my pocket for repairs and tow services. I enrolled in Car Shield on April 7, 2023, contract #MRF4599438 and I demand a full refund of $3, ****** for the money that I paid into this Platinum car/repair protection!

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for all-MCE covered parts and verified labor per terms of the contract. Repair facility part pricing mark *** and non-verified labor as well as shop fees, taxes, charges not covered under current authorization would be deemed your responsibility per terms of the contract. 
  
  
  Furthermore, upon the initiation of your claim, it was found that your repair facility refused to accept shipped in parts, and marked up part pricing and rounded up labor. As stated within your contract, your administrator  may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of your vehicle  at the time of repair. Your administrator may choose to have parts shipped to the repair facility. If the repair facility does not accept shipped parts, your administrator may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. Hourly labor rates for covered breakdowns will be authorized up to the repair facility's posted labor rate. Authorized labor hours needed to perform repairs will be determined by your administrator using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be your responsibility.
  
  
  Your claim has been authorized for all verifiable labor and coverable components per the terms and conditions of your VSC. Any additional out of pocket costs associated with your repair will be deemed your responsibility per the terms of the VSC. 
  
  
  CarShield has no contract obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a refund of eight monthly payments for contract(s) MRF4599438 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:06/28/2025

  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 contract with CARSHIELD and thank goodness I didnt have to use it at first. When I renewed my contract I was told that if I paid six months in advance, it would save me some money. Being on a fixed income, I really had to consider what I was doing. So I did purchase it for six months at $569.94 for a savings of a whopping $30.06. At the time, I asked the agent if I had to have pre-authorization for a claim or if I had to pay it out-of-pocket, could I submit the receipt? I was told either way would be just fine. It was not a problem! And I was also told of my coverage and that I had a $100 deductible.About a month later, my car broke down and I had to get it to the dealership on a Sunday evening. They worked on it thing Monday morning. They needed to order the parts which took one week. I did not even ask CARSHIELD about a rental. When I receive my car back, the total cost was $747.64 that I paid out of pocket. I called to submit the claim and I was abruptly told that that is not how it should be done. I needed pre-authorization ahead of time! I was given an email to send in the paperwork foremergency reimbursementWhich I did have a clause in my contract for!I have been denied any reimbursement. I was told I had a $250 deductible which is different from what I was told in the beginning. When I argued the point and decided I wanted to cancel my contract and be reimbursed for the payment. I paid out just one month prior. They agreed to only reimburse me $269.97. Which means they charge me $299.97 for one month of coverage. If I wouldve only been on a monthly charge, it would have been about $99 for the month.This company is a disgrace! I am sorry I ever saw their commercial or heard anything about them ever! I am warning other consumers to stay away from CARSHIELD! It is basically a scam, thats how I feel. Stay away.!!!!!!!!!!!

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  Upon review of your file, it was discovered that your repairs were completed without prior authorization. As stated on every page of your ***, "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION". Your claim was correctly denied for failure to receive authorization from your administrator prior to the completion of the repairs. The Legal Claims Manager has reviewed your invoice to determine what would have been eligible for coverage had the appropriate claims process been followed.  The only portion of the repair that would have had coverage would be the belt tensioner. The belts, wiper blades, and associated labor are all components excluded from coverage and would not have been eligible for the claims process. As *** liability for the tensioner repair would have been less than the $250 deductible, the *** would have no liability for this repair and this repair would not qualify for emergency repairs under the provision in the contract due to there only being a noise when vehicle was brought in and the  total repair exceeded $500. Furthermore, CarShield has pulled your sales call, and at time stamp 20:46, you were informed of your $250.00 deductible, unless the repair is concerning a transmission or engine rebuild, in which your deductible would be $500.00. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. You have been refunded back three monthly payments as a courtesy. There will be no further refund due. 
  -Customer Relations 

• Initial Complaint

  Date:06/27/2025

  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.

  Subject: Formal Complaint and Refund Request for CarShield Contract Services Not Rendered I am writing to formally express my deep dissatisfaction with the service I have received as a CarShield customer. I have maintained an active contract with your company for over a year and have paid approximately $1,500 in warranty coverage for my vehicle with the understanding that I would receive support for repairs and rental coverage as needed.Recently, I experienced electrical issues with my vehicle and attempted to utilize the coverage I have been paying for. To my surprise and frustration, I was informed that the issue is not covered under the terms of my policy. Additionally, the rental car I required while my vehicle was being assessed and repaired was also not covered, contrary to what was advertised when I purchased this plan.I have reached out multiple times to your customer ********************** department and spoken with several representatives. Each time, I was assured that someone would follow up with meyet no meaningful resolution has been provided, and I am now left with mounting out-of-pocket expenses. This has been an incredibly disappointing and financially damaging experience.Based on the lack of coverage, lack of communication, and unmet service expectations, I can only conclude that the CarShield service I paid for does not operate in good faith and may be misrepresenting its benefits to consumers.I am formally requesting:A cancellation of my service effective immediately.A full refund of the $1,500 I have paid into this contract, as the services promised have not been rendered.Written confirmation of this cancellation and refund within 14 business days.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your pre-claim based on the correspondence you have provided. The pre-claim inquiry was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your pre-claim claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield contracts provide a wide variety of coverage for many of your vehicle repair needs. However, concerns for a failed TIPM will not be available for coverage as they are not listed as an included component within your contract. A more extensive list of terms and conditions may be located within section "GENERAL EXCLUSIONS" within your contract. 
  
  
  CarShield provides a thirty day, money back guarantee that is afforded to all CarShield customers in order to review their coverage and determine if it meets their everyday needs. You have surpassed this time period for a full refund. However, as an effort to resolve this matter, CarShield is willing to provide a refund of five monthly payments for contract(s) MRF5184800  upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. Per your request, your contract has been cancelled. 

  -Customer Relations 

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  I accept the 5 payments of refund on this contract. 
  
  Sincerely,
  
  ***** Hence

• Initial Complaint

  Date:06/27/2025

  Type:Sales and Advertising 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 asked numerous times to take me off the call list. Email list and mailing list to know avail.This is starting to get old. They just refused to take no for an answer.

  

  Business Response

  Date: 06/30/2025

  We have removed your phone number and email address from our contact list as of 6/30/25. 

  -Customer Relations

• Initial Complaint

  Date:06/27/2025

  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 refuses to pay to replace/repair the engine manifold which is cracked even though the coverage states that it covers the engine. Their argument is that the bolt is broken as well as the manifold and they wont cover the bolt that holds the manifold so they arent paying for any of the bill to replace the engine manifold.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your repair facility has sent in  pictures that included an exhaust manifold that was not proven to be warped or damaged in any way. Upon the initial intake with your repair facility, broken bolts were mentioned but there is no coverage for fasteners within this contract. As stated within your ***, your contract does not provide coverage for any part that has not been proven to have broken or failed, even if the repair facility suggests it replacement. Without a valid and coverable cause of failure being identified, your claim will remain denied at this time. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. As you claim payout exceeds what has been paid into you contract, there will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:06/27/2025

  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 were with them for at least 2 years. The car broke down and they told us to take it to the H34323430373131****35Hhip. H31**34363234333237**H said to take the engine apart, we had to pay $700 and H31**34363234333237**H denied the claim. We had to pay another $700 to put the car back together. We didn&#**;t pay the $700 to put it back together and H31**34363234333237**H denied the claim. The mechanic put all the parts in the back of the car and we had to tow the car back home. H31**34363234333237**H was through with it. They were saying I was neglecting my car but I was not, I had the oil changed on a regular basis. It was a preowned truck so they told me to take it to the H34323430373131****35Hhip. I took it to ****** ******* Chevrolet and they said they don&#**;t fool with H31**34363234333237**H anymore because they don&#**;t pay their bills. They would not even look at it until we paid $700. We had to pay it out of our pockets. I would like my money back because H31**34363234333237**H didn&#**;t do anything for us.

  

  Business Response

  Date: 06/30/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that per review of inspection there is a piston ring failure on cylinder 7. As stated within your VSC, Piston rings are deemed excluded from coverage if the failure is not due to the piston rings being worn past the manufacturer's tolerances which was not demonstrated at the time of the inspection. Per review of the photos provided at the time of the inspection, it is clear that there was a leaking fuel injector that was further exasperated due to continued operation. The continued operation  led to fuel/oil intermix thereby leading to the end result of the piston ring to failure due to lack of lubrication and carbon shown on adjoining cylinders which would all be exclusions to coverage. Per the terms of your contract, your VSC does not provide coverage for failures caused by continued operation, carbon, and lack of lubrication. A more extensive list of terms and exclusions may be located within your contract in section, "GENERAL EXCLUSIONS".  
  
  
  American Auto Shield and CarShield stand by the adjudication of you claim, and this will not change. However, as an effort to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4357751 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising 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.

  The salesman would not let me talk it over with wife he keep telling me now much of a mistake I was making by not signing up right away. I even told him I was getting upset and he would not stop hounding me about the protection I was going to miss out on. He said Im just trying to protect my family. Im not sure how your family is but I talk about any expense with my wife. I ended up hanging up on him. Now I dont want to deal with carshield you can thank the salesman I would rather pay $10000 than deal with carshield. I will work with a different company for auto repair

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention, and the sales call will be investigated.

  We have removed you from our contact list.

  -Customer Relations 

• Initial Complaint

  Date:06/26/2025

  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.

  In November 2024, my car was not running right so I called Car shield they said I had to take it to one of their providers.(mechanic.) that will accept their insurance the first place they suggested said that they dont pay and they dont want the car the second place said didnt have time to fix it the third place took it so meanwhile, Im out over $300 in tow bills because theres no facilities close too where I live it took them from November to February of 2025 to approve a new engine car shield said they had to put a used engine in my 2017 **** fiesta they said the engine has less than ****** miles on it and they will cover parts and labor for a year long as long as I stay current on my contract last week, it was making some noises again the first place I told it to Car shield denied the claim saying that bolts arent covered under parts and labor and the place you put the engine in doesnt want it because they didnt paid from the first time they put the engine in and again Im out hundreds of dollars of tow bills and for them to tell me that theyre not going to cover it

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond in a timely fashion. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your file based on the correspondence you have provided. Your file was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your pre-claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield vehicle service contracts provide a wide variety of coverage for many of your vehicle repair needs. However, upon review of your file, it was discovered that your repair facility advised your administrator of a broken AC compressor bolt that was causing noise, as well as a bad strut. Your "hardeners/fasteners" are not a coverable cause of failure within your contract, and struts are not a component listed for coverage. Your pre-claim was correctly denied, and both you and your repair facility were informed that there would be no coverage for your claim on 6/19. Any repairs that you have elected to complete in association with these concerns would not be eligible for coverage, nor reimbursement and are deemed your responsibility per the terms and conditions of your contract. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  Additionally, CarShield provides roadside protection benefits with a maximum of $125.00 per occurrence. If you wish to submit your paid rental invoice for reimbursement, please email ************************************ Any amounts exceeding $125.00 would be deemed your responsibility per the terms of the contract.
  
  
  Furthermore, CarShield has authorized AND paid $8013.12 in less than one year since the inception of your contract toward repairs for your vehicle. As this is nearly quadruple of what you have paid in toward your VSC, there will be no further refund due.

  -Customer Relations 

  Customer Answer

  Date: 07/03/2025

  Complaint: 23525385
  
  I have reviewed the business' response and am rejecting it because:
  First of all, its your recommended Auto shop like I said as a result, the lady on the phone told me that all parts in labor to put the engine in is covered then why doesnt the facility want to take the car back? Why did your other facility tell me that they didnt put it incorrectly so why is it my fault that you guys recommended a auto shop they didnt fix it right the first time and now youre telling me youre not gonna pay for the bolts if they broke or put it wrong because theyre not a quality repair shop I really hope you reconsider the tow bills and everything I understand is a deductible but youre telling me you want to tow to your shop. Why do I have to pay for tows because you cant tell me what shop is gonna be able to work on the car or what is wrong with it? Like I said, the first shot theyre not even qualified for a lot of thingsThats my expense which is not fair. The lady in the phone told me all parts in labor your other certified mechanic shop said is because the other shop did not put the bolts in correctly if they didnt do the job right the first time and thats my fault promise shop that is one of your shops that you told me I had to take it to I hope you reconsider and have the shop who said that the other shop messed up with bolts in your other certified shop have them fix with the shop didnt fix the first time thats not my problem. Thats your problem. You told me to go there I dont wanna go there thats where I had to be towed. Thats what you said three times $2000 cause you guys told me to take it to the wrong shop should not be out of my pocket thats got your pocket and you need to take it up with the other shop. I feel like Ill messenger boy.
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/07/2025

  Mr. ************************************** provides all CarShield customers access to the shield ********************** network. To qualify as a Shield Repair Network shop, the repair facility must have an ASE mechanic certificate, and accept CarShield coverage. CarShield nor ******************** have an affiliation with your choice of repair facility outside of a transactional relationship that is fostered by your Administrators authorization of claims and an acceptance of coverage. If a customer calls in for recommendations, ********************** will provide a list of shops that accept CarShield coverage within your area. CarShield has no further information regarding the extent of repairs a shop may complete outside of the above referenced stipulations, nor does CarShield endorse repairs completed by these repair facilities. Furthermore, the cause of failure is a broken bolt which is not listed for coverage under your contract terms.  If you wish to submit for towing reimbursement, please utilize the email address above. However, there will be no further refund due. 
  
  

  Customer Answer

  Date: 07/08/2025

  Complaint: 23525385
  
  I have reviewed the business' response and am rejecting it because: as you could tell by the work order, its not due to the bolt. Its due to the labor who put the bolt in which that is covered underneath your warranty and has nothing to do with the bolt being not covered. Youre the one who suggested car shield did to take it to this mechanic they installed it wrong, which would be under labor not under bolt even though bolts is a part which is confusing, but its not confusing and you steered me into that facility to use. They dont want the car back. Its not my problem. Its a warranty problem cause of labor not because of a bolt which, even though your warranty says parts and labor, which a bolt is a part look at the work order you should fix it thank you
  
  
  
  Sincerely,
  
  ******* *****