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:08/22/2023

  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 warrenty from carshield and after 4 or so months my engine light came on. I took it to a mechanic, and called carshield like they stated in the plan information. They then ordered a tear down after approval by me to see damage. Once tear down was finished and pictures sent to the adjustor they denied the claim stating carbon build-up. The mechanic stated there is no carbon build-up in the engine except for the cylinder in question, it was also missing part of the valve. They stated build-up is what caused the valve to break, but will not explain why there is no build-up in 5 other cylinders. I asked them to ****** the damage, since it is a know problem for chrysler/jeep 3.6 engines, the lady at carshield told me this is the only course i have to try and get my Jeep fixed. So here I am filing a complaint just to get what is owed to me to fix the issue. There was no talk about what would be covered or denied at time of purchase, only after months of paying the premium I find they are breaking their end of the contract.

  

  Business Response

  Date: 08/24/2023

  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. The repair shops diagnosis of the failure was with the valve, this was due to carbon. The cylinder showed carbon caused it to misfire. This repair would be excluded from coverage per terms of the contract. Your covered components can be found in section B of the contract. Section D will provide a list of exclusions. There was no tow into the repair shop which would be continued operation per terms of the contract. Given the information of the claim, AAS will not be providing coverage.

  As a resolution, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations 

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

  Customer Answer

  Date: 08/24/2023

  Complaint: 20508154
  
  I am rejecting this response because: i have been a customer with ********************** since march. I feel with the lack of information when signing up and making first payment in march, and my plan info being delivered after signing up there is much more info that was not communicated to me, and if I was made aware of all the regulations and rules, like not being able to dispute the claim better on my part, and being told a person would come out to evaluate the damage better and never showing up. I feel like it was a bait and switch, everything sounds good until it comes time for them to live up to their side of the contract. I would like all my payments refunded as this company had no intentions of following thru with any of their promises they made while explaining coverage at time of plan purchase.

  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/25/2023

  All CarShield customers are given a 30 day review period after purchasing the contract giving them ample time to review the contract terms and conditions and cancel with a full refund if they choose.  CarShield's offer was more than generous considering the amount of time that has passed since you purchased your contract. 

  Nonetheless 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

  ********************** 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: 08/28/2023

  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,
  
  **********************;

  Contract # MRF4570522

• Initial Complaint

  Date:08/22/2023

  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 repeatedly get the run-around calling CARHIELD. I would prefer to email, but they do not give an email address-their emails have a DO NOT REPLY on it.
  Per phone-Sales Date 6-27-2022 on 2 policies.
  ********** 2014 Town and Country paid $219.90
  ********** 2020 Buick Encore paid $199.98
  Promised specific repairs if needed, Rental car if needed, etc.
  Customer Service is very poor. My calls have been misrouted regularly and if the agent does not want to answer a question or get a supervisor they simply hang up. Rude.
  The advertising is deceptive (on television and per the sales agent on the telephone). For example, I was told you can take your vehicle to any shop-but the truth is that most repair shops will not work on a vehicle with a CARSHIELD policy because CARSHIELD allegedly does not pay the repair shops.
  I was told you can have a REFUND in full by the EFFECTIVE DATE which is today. CARSHIELD makes up new words/definitions. Now they are telling me something different even though more than one agent told me the EFFECTIVE DATE was 8-22-2023.
  No reply regarding the TOWN AND COUNTRY VAN.
  Wait until you read the nonsense they wrote to me-it is below.
  I want a full refund on both contracts.
  CARSHIELD EMAIL TODAY...
  In accordance with your request, your contract has been cancelled. Please note you will receive two refunds. Our credit card processor will only allow a refund up to the down payment amount directly back to your credit card. That refund of $99.99 has been credited back to the card on file ending in *4579. Please allow 2-3 business days for your account to reflect the credit. You will also receive a refund of $%%radownPayment%% paid via check, mailed to your address on file. This refund will be mailed to you within 30 days.
  
  I would like both contracts fully refunded $219.90 van and Buick $199.98. Ban them from being in the stae of Missouri-please.

  AND:

  **********  2014 Town and Country   $109.99 X 2 = $219.90
  **********  2020 Buick Encore             $99.99   X 2 =  $199.98
  
  My experience:
  ·       Deceptive
  ·       Did not explain contract properly
  ·       NOT TRUE-can’t take your vehicle anywhere-most auto repair shops won’t deal with them
  ·       Did not tell the truth about REFUND POLICY and DATE and then refused to give REFUND
  ·       Very Poor Customer Service
  ·       Said they won’t refund my $400.00.
  ·       Lots of delay tactics and I’m getting the run-around
  ·       Won’t give you a confirmation number
  ·       Won’t give you an ID when you speak with someone
  ·       I was told I should be glad they weren’t going to charge me the usual $75 per policy to cancel
  
  To Whom It May Concern:
  I purchased 2 policies on 6-27-2023 by phone from CARSHIELD as listed above.
   I am a senior citizen and my husband is a veteran.
  
  
  The $419.78 I spent on the policies is a lot of money to us.  I was told that the effective date of the policy would be 7-22-2023 and that I had 30 days from the effective date if I wanted a refund AND THAT I WOULD HAVE 30 DAYS FROM THAT TO GET A REFUND.
   I am unhappy with CARSHIELD as I believe that deceptive practices were used to sell the contracts to me. I was told I could take my vehicles to any shop.  After I investigated by calling around, I found that was NOT TRUE.  Most shops flat out refuse to work with CARSHIELD citing that CARSHIELD does not pay them and causes tremendous delays. What good is a warranty if shops won’t honor it because they are afraid that they won’t get paid?
   When the policy was sold to me, I was told the EFFECTIVE DATE is 7-22-2023 which is 25 days after the sale of the contract and that if I wanted a refund it needed to be within 30 days of the EFFECTIVE DATE of 7-22-2023 which would make it 8-22-2023.
   I have called and called. I have requested a manager to call me. That never happened. Many times calls are ended as soon as you ask anything they are uncomfortable with like asking for a manager regarding being refunded-then there is a click.  Last week I was passed around on the phone 8 times during one phone call! I called 2 more times and got to ask for a supervisor who never called me back.  I tried to email, but can’t find an email contact. More than once, I have filled out online forms to be contacted, but I did not receive contact from them.
   Please help me get my $419.78 REFUNDED IN A TIMELY MANNER. Thank you.
  
  
  ******** *********
  314-882-8844

  

  Business Response

  Date: 08/22/2023

   

  We
  appreciate you bringing this to our attention.

  We see in the notes on your contract, a full refund has already been requested on your contract *********** CarShield will also refund your payments in full on contract *********** Please allow 10 days to receive the refund. 

  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

  The information presented by CARSHIELD seems to change per communication. Now I have been notified that it may be 20 days before all funds are received. That still will not be satisfactory as CARSHIELD  closed the account on the BUICK and did not pay for the transmission to be repaired. No, were NOT satisfied. The BUICK NEEDS A NEW TRANSMISSION. They wasted our time and delayed our getting a rental car. NOT SATISFIED. Satisfaction would be CARSHIELD FULFILLING THEIR OBLIGATION TO FIX THE BUICKas we had a warranty. Also, I emailed information to the BBB as to further events. Thank you.

• Initial Complaint

  Date:08/22/2023

  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 the biggest package they have the Diamond covers everything.My Radiator has crack and leaking.Took it to ***** garage in Wv to have replaced they want me to come up with about $500 and then me still pay my deductible of a 100 that’s fine that’s the only thing I should have to pay for.and when ***** called them they said they have there own hours of labor they go by and they pay for the cheapest radiator ***** had a new one right in the shop.then when we both called they kept changing there story on the price and the parts and the labor hours. Had my car for three days and they still have not fixed it yet still broke.Then they told me if I took it else where I would be paying to have it checked again and start all over. We’re very mean to me on phone rude and you could not understand them at all then you could tell they were playing dumb with you.Then when you ask for head manager they would never call you back I was even hung up on, I would like my car fixed asap this is such a shame and nothing being done about it why ?
  I have been with them almost a year think I should get a full refund back that I have paid in.thank you **********

  

  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 per terms of the contract for the radiator replacement. It appears that *** has authorized $798.50 towards this claim. They base this off of the verified labor rate as well as the verified part price. For full terms of claim procedure explanation you may reference section F in your contract.

   As a resolution, CarShield will refund your last 3 payments as well as waive claims paid out, 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: 08/29/2023

  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:08/21/2023

  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 this warranty through them and have for a couple years. I pay about 100.00 a month. I filed a claim for my audi q7 for internal engine issues after having it towed to the local dealership. The dealership found internal damage to the cylinder 5 valve. the valve has broken causing loss of combustion and misfires. The dealer provided picture's and diagnosis as requested. They recommended replacement of the long block due to unknown issues from the missing chunk of metal from the number 5 exhaust valve. At a bare minimum the cylinder head needs to be replaced. The claim was denied by the warranty as stated that carbon build up was the cause of damage. Some things that are wrong about that. Carbon doesn't build up on exhaust valves. Only on intake on direct injection cars. The pictures shoed soot on the exhaust valve which is completely normal operation because burn exhaust gasses exit that way. Another issue is that even if carbon was built up on the valve then it would not cause a mechanical break. That would cause a burn on the valve. The pictures clearly show a mechanical break in the valve. I can understand if the valve wasn't seating due to wear and tear on the valve seat or valve guide, not a mechanical break. By them claiming carbon on my exhaust valve that is wrong. they literally can deny anyone they sell a warranty to then if that's the case and that would be fraud and scam. I have been in the automotive world for over two decades and I'm sure the master certified tech from audi who is also available to comment if needed would know more than a claims adjuster reading from a script who is paid not to complete a claim. My vehicle is still at the dealership waiting on repairs. wasting away as time goes on. my contract number is ********** and my email on file is ********************

  

  Business Response

  Date: 08/24/2023

  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.
  

  Upon further review your claim was called in for engine failure with concerns of a broken valve. The adjusters initial review was, the claim was denied as the current diagnostic information provided by the repair shop was clear in pointing toward a carbon related failure. From this point, the repair shop provided borescope photos of the combustion chamber as verification of the cause of failure and the adjuster confirmed that the photos do verify carbon to be the root of the problem. After ***** review of the photos in question, they can confirm that carbon has contributed to the current cause of failure. The combustion chambers are shown to be coated in carbon with the exhaust valve shown to have a hole burnt in its sealing surface. This is consistent with elevated combustion chamber temperatures due to the presence of carbon. A list of covered components could be found in Section B of the contract as well as a list of exclusions in section D. 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.

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

• Initial Complaint

  Date:08/21/2023

  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.

  This company owes me the 2nd part of my refund in a check or otherwise which I have not received yet. It has been months now. I have discussed matters with workers in the business on several occasions. I even took a break from calling and I still am trying to get my refund check. Here i am once again on the phone with a live agent and no refund check.

  

  Business Response

  Date: 08/22/2023

   

  Thank you for bringing this to our attention.

  In review of the notes on your contract, you have already spoken to a customer service representative and this matter has been resovled. 

  Please contact us should you need anything further. 

  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: 08/22/2023

  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:08/21/2023

  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 warranty from carshield, and my truck started making a noise, from the motor, so I called carshield, and filed a claim. I took my truck to the authorized mechanic, and they took my information, and contacted carshield. After going back and forth for almost two weeks, the guy at carshield told me that my claim had been denied. I met the requirements from carshield, and followed their instructions. The mechanic said that he had given them everything they had asked for, and they still denied my claim. If I'm paying for a warranty, and the repairs fall under that warranty, then why is the claim being denied?

  

  Business Response

  Date: 08/23/2023

  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 by *** the repair shop reported an oil leak from the valve cover causing the ignition coil to fail. The repair shop stated they could provide photos demonstrating this but were unable to do so. The repair shop then stated they could provide freeze frame data for the  codes, but later stated they were unable to do so. The only failure indicated and proven is seepage of the valve cover gasket which is excluded from coverage in general exclusions section 20 of contract. *** informed you and the repair shop that you could provide photos demonstrating a leaking valve cover or oil saturated coils. If this was demonstrated we can review for coverage, but the repair shop has not done so. The claim is currently denied until some coverable failure is demonstrated. The adjudication on the claim referenced is correct.

   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 [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. Refunding this in full will cancel out the contract so please email us with your decision. 

  Customer Relations
  
  

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

  Customer Answer

  Date: 09/06/2023

  My name is *****************, and I have been trying to respond to the complaint I filed against Carshield. I wanted to accept their offer for a full refund.

• Initial Complaint

  Date:08/21/2023

  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 signed up with carshield and have been with them for over 4 months. My ac was acting up so I called carshield to see if I needed to get a prior approval for service. I called Friday, August 18, 2023, as i knew I had a car dealership appointment next day, Satruday, August 19, 2023. When I went to **** ******* Toyota and spoke to service advisor ***** **** ******* I told him I had Carshield and I wanted to use them to help my repair cost. He said okay no problem. However when I went to pay he told me CarShield was closed and I could just use my receipt and call Carshield Monday and request reemburstment. I caled Carshield today, Monday, August 21, 2023, and was told I can't get reembusted. I told representative ******** that I knew this was all ********. I pay for a service I think I can use, but can't....just like a home warranty company. I a told her to cancel my policy.

  

  Business Response

  Date: 08/22/2023

  Thank
  you for bringing this to our attention.

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** ****) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced.  Per ***, you had repairs completed after *** business closed on 8/19/23. Regardless of what your chosen repair facility suggested, your contract clearly states "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION
  CALL ************ ** ************* starting on page 1 of 20. We have attached a copy of your contract for your review. 

  Since the procedures of the contract were not followed this not a coverable repair under your contract. As a resolution, CarShield will refund your last 2 payments upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email [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: 08/25/2023

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

  I signed up with CarShield in April 27, 2023, and was told I could claim any repairs till a certain mileage or date was met. I also called August 24, 2023, and spoke with a CarShield Representative who stated I did not need to get prior approval for any repairs. Again, went I went to the Toyota dealership I told the Service Representative i had CarShield and I wanted to use it for any of the repairs that were covered.(AC Blower Motor Assembly - Parts and Labor $294.00 and Tax Charged on receipt was $83.90) 

  My total for paying for CarShield is/was $600.00 (April 2023 to August 2023), which is more than half of the repairs I had to pay. Since this warranty is worthless and unable to use. 

  I want to be reimbursed/refund for all payments made to CarShielf.

  Attached is a copy of my Dealer Ship Bill.

  Also CarShield representative ******** was very confromtational when I stated I wanted to cancel my CarShielf policy. She kept telling me I need to keep this warranty even after I told her what happen and how I found out this warranty was useless. 

  The way I see it why pay for a warranty if I am going to have to pay for repairs anyway. That is beyond dumb.

  Respectfully,

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

   

  

  Business Response

  Date: 08/25/2023

   

  In an effort to resolve this matter, we 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

• Initial Complaint

  Date:08/21/2023

  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 will not authorize a new engine for my vehicle. They claim my engine failed due to a non covered part(head gasket) and that I drove it while it was broke. I had my car towed in as soon as the issues started and didn't drive my vehicle. I also payed to have the head gasket replaced in December and the car was running fine after that. I'm requesting mediation/arbitration, and I would like my engine replaced as per the terms of our contract. Including warranty work, almost 10k has been spend on my cars engine the past year. All for my car to still not be fixed. As per the terms of my contract I'm filing the complaint to demand arbitration.

  

  Business Response

  Date: 08/21/2023

  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. Originally the claim was called in for the check engine light being on as well as the vehicle running rough condition. ******** **** ****** moved forward with an authorization for a lifter replacement after brief diagnosis. 2 weeks after the original authorization was given, new repair shop called in stating the vehicle had to be moved due to tech issues at first shop. 2 weeks later the customer had called in wanting to arbitrate the claim as the vehicle needs an engine according to the repair shop, no new information had been provided to us at this point. A further diagnosis was required by the escalations team at this point to find the cause of failure as the repair shop had informed that the original cylinder failure was to cylinder 1 lifter, now they were finding issues with cylinder 8. After further diagnosis the repair shop determined that the head gasket had failed and there were metal shavings within the oil. The head gasket is not eligible for coverage therefore *** will not be able to authorize the claim. A detailed list of covered parts can be found in section B of your contract. *** has paid previous claims in the amount of $3000.00 and there is a current authorization for $1881.79. Given the past claims and current authorization there would be no refund. For any additional questions pertaining to this claim please contact *** 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 ********************** 

  
  

  Customer Answer

  Date: 08/23/2023

  I filed a BBB conplaint against ******** **** ****** today. I also called them and they stated my claim is "under review" by their legal department. I asked how long this could take and they said there is no time frame. Would still like to formally request binding arbitration.  

  

  Business Response

  Date: 08/23/2023

   

  CarShield is not the proper party with which to request an arbitration.  You can find the information for Dispute Resolution in Section M of your contract which we have attached for your convenience. 

  Customer Relations

   

• Initial Complaint

  Date:08/21/2023

  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.

  American Carshield will not honor the claim the truck was towed to Hertrich Dealership in Salisbury, MD. ###-###-#### (service). It is not repaired. The truck was purchased 11/2022.

  

  Business Response

  Date: 08/23/2023

  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. ******** **** ****** 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 ****************
  

  Customer Answer

  Date: 08/29/2023

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

  they have not given permission to repair the car and the auto shop is not going to put the motor back together.  They said we would have to pay $18,000 and we don't have it.  
  
  
  
  
  
  Sincerely,
  
  
  ******** *******

  

  Business Response

  Date: 08/30/2023

   Thanks for reaching out to us again. 

  Your claim was denied due it being determined the failure was a pre existing condition and the decision was supported by freeze  frame data provided.  Your claim will not move 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. 

  As a resolution,
  CarShield will refund your last 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:08/18/2023

  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 have been paying Carshield $101.00 a month for 3 years. We took our Infinity QX60 to be serviced at the dealer in Norwood, MA. The dealership detected problems with our vehicle and called Carshield. Carshield stated that they couldn't pay anything to the service we needed done to our vehicle.

  

  Business Response

  Date: 08/18/2023

   

  Based
  on the name, phone number and email address provided in your complaint, we are unable to locate
  your contract. Please email i***************** with your contract number so
  that we can properly address your concerns.
  

  We
  look forward to hearing from you.
  

  Customer
  Relations