Complaints
Customer Complaints Summary
- 2,764 total complaints in the last 3 years.
- 725 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my Ford Escape to Hillbish Ford and was told my engine needed replaced. I gave them my CarShield info which is contract# ********** and I have had this for 5 years never used it and CarShield does NOT want to pay anything saying lack of maintenance which we have proof of any and all maintenance service advisor called again and got denied. I called CarShield and they tell me they are waiting on the dealer to send pictures of the how much carbon is in the engine which every car has some carbon. Dealership states they have sent over all testing twice. I call CarShield 8/24 and ask for policy in an email and they said no everything is verbal in regards to a refund. They state it's a month to month contract so we can only refund you a month. That will not work for me and we will be contacting a lawyer if not ******** ******* because this company totally scams people for their money I want a full refund since this contract does me no good to have and I have never used after all the monthly payments
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. Per ***, your claim was opened for engine failure as it was initially reported due to head gasket breech. Your chosen repair facility then advised that oil is entering the combustion chamber and no coolant. An inspection showed that the number 2 sparkplug is oil soaked and heavily fouled. Your repair facility reported that they replaced the spark plug and it immediately fouled again. Your repair facility believes carbon is present but doesn't think the claim should be denied for that. Carbon is specifically listed as excluded from coverage in Section D of your contract. *** has advised both you and your repair facility that *** needs simple borescope photos showing the combustion chamber to proceed, and you have refused to provide it. You state the claim has been denied for lack of maintenance but that is not the case, the claim has not been denied at any point.Your claim will not move without the requested photos. As a resolution,
CarShield will refund your last 12 payments upon execution of a Settlement and
Release Agreement. If you wish to accept this offer, please email [email protected] to
confirm and we will draft the Agreement and email it to you for your electronic
signature. Please be sure to include your contract number for faster
processing.Customer Relations
CarShield
is here to address your concerns. CarShield is suing the BBB-St. Louis.
CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
asserts that the BBB- St. Louis is biased against CarShield and that the
BBB-St. Louis has used improper means through the use of misrepresentation
relating to CarShield. A copy of the lawsuit is available at
**********************Customer Answer
Date: 09/02/2023
Complaint: ********
I am rejecting this response because: We spoke to the Ford dealership and Josiah stated they sent two emails with the pictures of the scope of cylinder #2 and Car Sheild claimed they wanted Ford to do a complete teardown of the motor which I would have to pay for out of pocket. I would like at least 3 years of my maintenence refunded instead of 12 months. I paid almost $10k to put that motor in my Ford Esape and do not think 12 months refunded is satisfactory.
Sincerely,
****** *******Business Response
Date: 09/05/2023
As stated in our previous response,
******** **** ****** is the administrator of your contract and has full
authority over repair procedures, approvals, denials and payments. If you
wish to dispute a decision made by ******** **** ****** you will need to
contact them directly at ###-###-####, by mail at **** **** ***** **** **** ********* *** *****, by email at ********************************** or see
Section M, Dispute Resolutions, of your contract.Our offer of a refund of 12 monthly payments was more than generous considering we are not obligated to offer any refund after the first 30 days of purchase. Your claim was also adjudicated correctly and per the terms of the contract agreement. In an effort to resolve this matter, CarShield will refund an additional 8 payments for a total of 18 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: 09/20/2023
I will Settle for 1 year worth of payments back to me and I will be satisfied with that.Initial Complaint
Date:08/24/2023
Type: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.
Paid warranty for five years I think file one claim several years ago every other claim l filed they said it's not covered. I am a senior citizen I paid them $109. A month. Not fair if I could get some of my money back that will help. Had to pay out of pocket for my car. Dissatisfied.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 reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. Your contract does not have coverage for ignition coils. A list of covered components can be found in Section B of your contract. CarShield has in no way violated the terms of the contract and there is no refund due after the first 30 days of purchase.
However, in an effort to resolve this matter, CarShield will refund your last 12 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.
Customer Relations
********************** is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-*********. The lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at ***************************************
Customer Answer
Date: 09/11/2023
This matter was resolved on September 7, 2023. Car shield email me papers to E-signFor a settlement of 13 payments refund to m
me in the amount of $1,417. I sign it. Just waiting for the check to be mailed. Thank you so very much for solving this issue for me.
Initial Complaint
Date:08/24/2023
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.
Incident date was 8-12-2023
Location : ******* ***** **** ***** ***** **** *********** ** ***** ************ ***** ******* * ********** ******* **** ****** *******
Business Response
Date: 08/28/2023
Thank
you for bringing this to our attention.
As noted on the first three pages of your vehicle service
contract, ******** **** ****** (**** is the administrator
of your vehicle service contract and has FULL authority over repair procedures,
approvals, denials and payments. We have contacted them to obtain
information on the repair claim you have referenced. Per ***, your claim is currently authorized per the terms of the contract for radiator replacement as a credit toward your chosen repair facility's parts as they do not accept shipped in parts. *** denied coverage for the thermostat housing and radiator hoses due to neither part being listed for coverage under your contract terms. Upon ***' review of the contract terms for coverage, they have confirmed that the current coverage authorized and paid on this claim is correct per the terms of the contract. A list of covered components can be found in Section B of your contract which we have attached for your convenience.
As a resolution,
CarShield will refund your last 12 payments upon execution of a Settlement and
Release Agreement. If you wish to accept this offer, please email ****************** 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:08/23/2023
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.
Business Response
Date: 08/24/2023
You did include a mailing address in your complaint. Based on the information provided we are unable to locate your contact information in our database. Please send a copy of the mailers you received to ****************** so that we can locate your information by the customer id located in the top left corner of the mailer so that we can properly remove you from our contact list.
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:08/23/2023
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 resolution is I need all of my money dated back to my initial expiration, or I will proceed legal process. You may reach me at ************* ****** ******* **** ****** **** ******** ***** ******** ** ******
P.S. I hope they weren't trying to take advantage of the age of my vehicle, or my age as a senior citizen.
Business Response
Date: 08/28/2023
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 you had called into claims for your vehicle feeling sluggish. The repair shop reports they had to hold for 30 minutes every time they called and refused to hold to start claim. The repair shop requested that the customer remove the vehicle from the repair shop. When the repair shop refuses to hold we are limited on what we can do. As a resolution, CarShield will refund your last 6 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email [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: 09/13/2023
Business Response
Date: 09/13/2023
We received your confirmation email today. We will draft the Agreement for your electronic signature and email it to you when it's ready.
There will be no refund until the Agreement is signed.
Customer Relations
Customer Answer
Date: 09/13/2023
Thank you, may reach out to *************************** ** *** ********
Customer Answer
Date: 09/14/2023
I have reviewed the response made by the business in reference to
Sincerely,
****** ******
Initial Complaint
Date:08/23/2023
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.
Business Response
Date: 08/28/2023
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 investigation your claim was adjudicated correctly. The reason this was denied was due to no prior authorization. Your contract states at the bottom of every page no claims will be paid without prior authorization. It is also listed in Section D of your contract which goes over the exclusions. Nevertheless, CarShield will refund your last 8 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ****************** to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.
Customer Relations
CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at **********************
Customer Answer
Date: 09/11/2023
Initial Complaint
Date:08/23/2023
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.
Business Response
Date: 08/28/2023
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 **** ** ************* Master Mechanic, who determined the claim had been
adjudicated correctly and in accordance with the terms of the contract. After locating odometer discrepancy and finding the vehicle is ineligible for coverage your contract has been cancelled.
Although the amount paid in claim is a larger amount than what you paid into the contract. CarShield will refund your last payment as a courtesy.
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: 09/01/2023
I am rejecting this response because:
Sincerely,
******* ******
Initial Complaint
Date:08/23/2023
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.
Business Response
Date: 08/28/2023
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 your claim was adjudicated correctly. There is no coverage for fasteners. For a list of covered parts you may see section B of your contract. In section D you will find the exclusions. It also appears *** has authorized $6,815.16 in claims, therefore there would be no refund due. 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.
Client 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:08/23/2023
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.
Business Response
Date: 08/28/2023
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 this claim was adjudicated correctly and was followed by the contracts coverable components. This can be found in Section B of your contract. The cancelation process was not completed prior due to the call being disconnected before the representative was able to read the cancelation procedures. As of 8/14/23 this was cancelled out. Our payments team had called in error but this is fully canceled and you will not receiving any further contact. We are sorry to lose you as a CarShield customer. As a courtesy we will refund your last two monthly payments. If you need anything in the future please do not hesitate to reach out.
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: 08/29/2023
I have reviewed the response made by the business in reference to
Sincerely,
********* ***************
Initial Complaint
Date:08/22/2023
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.
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, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments. We have contacted them to obtain information on the repair claim you have referenced. Per ***, your complaint is regarding stems from not having coverage for engine oil pan. There was no claim was not started for this repair but the notes verify you advised a previous repair facility changed the oil and installed a extended drain plug due to the old drain plug being stripped. You stated this was done without their knowledge and currently the cause of the oil leak. Your contract does not have coverage for improper repairs or seals and gaskets as a stand alone repair. A list of covered components can be found in Section B of your contract. You may also need to contact the repair facility that performed the previous repairs and have them fix the issues.
We see that you recently contacted the CarShield customer service department and you were given a discounted monthly payments instead of cancelling your contract. We are happy to keep you as a CarShield customer.
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
**********************
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