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:08/17/2023

  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 am receiving NUMEROUS emails from this company.
  
  
  1. You are to immediately cease sending emails (within 24 hours)
  2. You are to disclose where/when/who and the IP address where you obtained my information
  3. You are to COMPLETELY and IMMEDIATELY delete ALL my records
  4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.
  
  Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via USPS money order.
  
  I will accept NO other response than what is stated above.

  

  Business Response

  Date: 08/28/2023

   

  We have added the contact information provided in your complaint to our do not contact list.  Please allow 15 days  for your unsubscription request to be processed.

  Customer Relations

   

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair 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.

  Blow head gasket, oil pan gasket, high pressure leak in air conditioner line. Carshield is denying to pay charges, They are saying its an ongoing problem and it is not. Carshield should be responsible for charges they have continuously gave me the run around.

  

  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. *** authorized your claim for the verified covered parts at the sourced pricing to be given as a credit towards the repair shops parts as well as the verifiable labor for repairs. Non covered parts as well as suggested parts with repair shops part mark ups and non verifiable labor are at the customer costs per terms of the contract. *** has authorized $2,218.72 in authorized claims which is significantly more than what has been paid into the policy. Therefore there would not be a refund due. For further claims assistance or questions 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 ****************
  

  
  

• Initial Complaint

  Date:08/17/2023

  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.

  Horrible company, I have been having them since 2021 and everytime I called and tried to anything fixed in my car they would tell me they don’t cover this. Today I cancelled my plan and asked the representative is there any way I can get a refund he told me NO, so Ive paid $100 every month and haven’t used this service not once. This company is a SCAM I will never purchase from them again. Going to speak with a lawyer about this.

  

  Business Response

  Date: 08/21/2023

  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.  In review of the notes on your contract, there was only 1 call on 7/30/22 wherein you called to ask about coverage for your battery.  You were advised at that time that a battery is not for coverage. Neither CarShield or your contract administrator have any other calls from you or a repair facility regarding questions on coverage. 

  We do have a record of a call on 8/17/23 during which you cancelled your contract because you sold the vehicle. Your contract clearly states there is no refund after the first 30 days of purchase. Much like regular car or health insurance your monthly payment provides protection for your vehicle. There is no refund due because there was no claim filed. 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 [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:08/16/2023

  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.

  7/31/23
  CarShield Auto Warranty- Denial of my claim to repair the engine that was covered under my “Platinum Plan”.

  

  Business Response

  Date: 08/21/2023

  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 initially called in for engine oil cooler failure and coverage for such was promptly authorized. While performing the authorized repair, your chosen repair facility encountered a leaking water pump which was verified and added to the authorization. Upon completion of the repairs,  the repair facility reported for coolant to be filling the cylinders due to subsequent overheat with the vehicle now needing an engine replacement to resolve the failure.

  Your vehicle was driven to the repair facility with a leak from the water pump present, additional coverage for the engine was denied as this is clear evidence of continued operation resulting in overheat and catastrophic engine damage.  Your web dispute of the coverage decision further detailing that you had continued to drive the vehicle while overheating by stating you stopped the vehicle over 6 times to allow it to cool only further proves continued operation. Your claim has since been paid for the current authorization credits and was correctly adjudicated. 

  *** has authorized $1,472.38 on claims on your behalf. Since that amount is double the amount paid into your contract, there is no refund due. 

  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:08/16/2023

  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 paid for a policy, but once the car broke down, they refused to repair it The engine blew on the vehicle, and we were told that it would be covered.

  

  Business Response

  Date: 08/18/2023

  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 contacted them on 7/31/23 to check coverage on cylinder head/ head gasket. *** advised you to have your chosen repair facility call in to start the claim. Instead you submitted online claim submission on 8/3/2023 and called to check status several times same day, You advised on 8/3/2023 that your previous repair facility, a *** facility, had found the cause of failure as head gasket failure but were unwilling to perform the repair and vehicle was moved to another facility. *** contacted your new repair facility on 8/4/2023 who did not have the cause of failure verified.  On 8/7/2023, your repair facility called *** with the diagnosis of 0 compression and thermostat issue but no RDI was performed. On 8/14/2023, you called *** for status and were advised no covered cause of failure had been given to this point.  You then advised *** your repair facility would call back with diagnosis.

  You contacted CarShield to cancel your contract stating that you had sold the vehicle.  Although CarShield has no contractual obligation to do so, we 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:08/16/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a policy with Carshield for about 10 months. They took $99 a month out of my account. I attempted to make a claim and I couldn't get any shop to work with them; not even the shop they recommended! I called to cancel the policy. They said they would not refund the money I paid out to them to have the policy for 10 months. My account number ***********

  

  Business Response

  Date: 08/22/2023

   

  Thank
  you for bringing this to our attention. 

  Carshield and your
  administrator, American Auto Shield, are open to and willing to work with any
  repair facility that you select.  However, each repair facility is able to
  determine who they wish to do business with as well.  There is nothing that CarShield or AAS
  can do to force any repair facility to work with you.  CarShield or your contract administrator American Auto Shield would  have been happy to help you find a repair facility in your area that has worked with CarShield coverage in the past but we have no records of you calling our customer service department with assistance. 

  Your contract clearly states there is no refund due after the first 30 days of purchase. However, in an attempt to resolve this matter, 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
  **********************

   

   

  

  Business Response

  Date: 08/22/2023

   

  Thank
  you for bringing this to our attention. 

  Carshield and your
  administrator, American Auto Shield, are open to and willing to work with any
  repair facility that you select.  However, each repair facility is able to
  determine who they wish to do business with as well.  There is nothing that CarShield or AAS
  can do to force any repair facility to work with you.  CarShield or your contract administrator American Auto Shield would  have been happy to help you find a repair facility in your area that has worked with CarShield coverage in the past but we have no records of you calling our customer service department with assistance. 

  Your contract clearly states there is no refund due after the first 30 days of purchase. However, in an attempt to resolve this matter, 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: 08/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20479353, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20479353, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:08/16/2023

  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.

  The Claim was started on June 19,2023 when my 2017 Jeep Wrangler was starting to overheat. So my husband stopped driving the Jeep and called me to come with the truck and trailer to load it on the trailer with a wench to tow it to **** *** ********** ****** ****, which was told to use by Car Shield. Once we got to **** *** ********** ****** **** we pushed the Jeep off of the trailer by hand and we parked it where they wanted it to be parked. Car shield then asked the repair shop to take off the heads off of the motor and it has been sitting with out any thing over the motor since June 20, 2023 and now I am unsure if I will have any damage to the inside of motor. Car shield has denied my claim stating that we drove the Jeep continuously with it overheating and we have never done so. it had only started to rise in temp on June 19,2023. we then did a dispute on the claim and another adjustor only would approve the water pump and thermostat be changed and they would not cover the head gaskets. So now I Have to pay the repair shop $1,500 to get my Jeep out with it still torn down and everything in pieces in bags in the back of my Jeep. and also I have bring it to a dodge dealership repair shop and spend another $3,000-$8,000 to get my jeep Repaired. All Car Shield keeps telling me is that we kept driving the Jeep and that is how the Jeep head gaskets blew but that 100% false. I have tried to explain that to them multiple times and they are very rude and will not listen.
  
  The claim number is *******
  the contract number is **********

  

  Business Response

  Date: 08/21/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** ***** is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. ******** **** ****** has informed us they will be
  reaching out to you regarding this matter shortly. 

  If you wish to contact
  them first they can be reached at *************

  Customer Relations

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

   

  Customer Answer

  Date: 08/23/2023

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

  I feel that they had the repair shop tear down my vehicle’s motor when it was unnecessary. Now I literally have a paperweight in my front yard because I cannot afford to purchase a new motor for my vehicle due to the fact that ******** **** ****** had my repair facility takeoff my head of a motor with non-blown head gasket. The only issue with my vehicle was a water pump and stuck thermostat. I’m not exactly sure what could be done for them to be reliable for it, but my attorney will take care of it.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 08/23/2023

   

  As stated in our previous response,
  ******** **** ****** ** 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 1597 Cole Blvd, Ste.
  200, Lakewood, CO, 80401, by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  Customer Relations

• Initial Complaint

  Date:08/16/2023

  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.

  Carshield denied my claim for repairs on my vehicle after I had made 5 plus months of payments. They state that they do not allow repairs to be perform by mobile mechanics. I advised them at time of contract that my mechanic which I have used since the pandemic does all the work at my home. My mechanic is ASE certified and also has an offsite location in which he performs large jobs which he provided the address and information to CarShield.
  They still denied my claim.
  When I called I advised them that if they could not pay my mechanic that I wanted a refund of the money I had paid them to cover breakdowns so that I could pay my mechanic directly.
  I was advised that someone would listen to my original call and get back to me. They then called back immediately and told me they were canceling my policy immediately.
  I again asked them why the claim was denied and I was being canceled. I was told it was because they would not cover work done outside of a facilty.
  The next day- today I was notified that I would not recieve a refund because I did not take my car to an actual "garage".
  I explained again that my mechanic specializes in my vehicle and that I was confident in his work and that he would not use second hand or after market parts on my vehicle.
  Again they insisted that my contract was canceled and not refundable because my mechanic was not performing the work in a garage and I would have to forgo his services and go with someone that I did not know.
  At no point verbally or in contract was I advised that any work would have to be performed by their mechanics is their approved garage.
  Carshield has take nearly $700 from my account and then canceled and refused services leaving me unable to pay for repairs that they should be covering.

  

  Business Response

  Date: 08/22/2023

  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 AAS made contact with the repair shop on the matter to attempt to get claim started and moved forward. The repair shop informed *** of the concerns and what is needed for the repairs and found that they are all suspension related. AAS informed the repair shop that the contract did not have any suspension coverage. Therefore we can not cover the repair due to the contract not having suspension coverage. A detailed list of covered parts can be found in section B of your contract. 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 [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: 08/28/2023

  Complaint: 20478026
  
  
  
  I am rejecting this response because:
  
  
  
  

  The blatant LIE that was told to my mechanic and the BBB that my told contract does not cover Hubs and Bearings is completely inexcusable. I have POWERTRAIN GOLD. Please see attached section 2a. 

  To completely quote another section of contract and purposely ignore the specific Endorsement attachment that covers Exactly what I and my mechanic have been going back and forth with you for over a month is disgustingly horrible business. DON'T offer coverage of what you do not plan to provide. It's DISHONEST BUSINESS Practice.

  I see now that this is your Mode of Operation to get out of making legitimate claims payments. I will definitely be spreading the word on how this business is run and to warn all to stay clear. There was absolutely zero...zero reason for you not to make payment on a claim that you clearly said was covered in my contract. 

  Please just refund in full and close account. I want no further interaction.

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

  

  Business Response

  Date: 08/30/2023

   

  CarShield is drafting your Settlement Agreement and Release and will email it to you for your electronic signature. We have also added you to our do not contact list. 

  Customer Relations

   

  Customer Answer

  Date: 09/05/2023

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

  Thank you for your assistance with this issue but I still have not recieved any correspondence from CarShield. Is there anything else I should do to receive my refund?
  

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

  

  Business Response

  Date: 09/05/2023

   

  Once you sign the Settlement Agreement, we will issue your check. Your Agreement has been sent for final review. 

  Customer Relations

• Initial Complaint

  Date:08/16/2023

  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.

  To have my car looked at they told me 8 to 9 time I can take my car anywhere. But I could not. I took my car in to get looked at after I came back from KY. The Jeep place told me they do not

  take Car Shield because they don't pay to get cars fixed so I called them and I told them what was going on and they told me they would send me my money back.  I called and they said they sent

  it to my bank (fund) then I used a gift card and they said they would send me money, never seen any money.  My  little grand daughter was taking by a kidnapper that's why its taking me this long. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  

  Business Response

  Date: 08/22/2023

  Thank for reaching out to us regarding this matter.

  Your refund of $130.03 was processed on 5/11/23 and return back to the card Carshield has on file. We have attached a screen shot of the transaction id for each refund. You will need to contact your financial institution if you have not received the refund. 

  Customer Relations

   

• Initial Complaint

  Date:08/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a jeep a year and a half ago and my engine went bad but they gave me every excuse on why they couldn't fix my jeep. Now I have a 2016 Chrysler and my engine went out when we were forced over by a truck and my car got water in the engine and I was told to let it dry and that it would be fine, but that did not work and the car will not start. The water was too deep and the water got in our engine anyway. The truck pushed us over and caused water to get in the engine. Seven other cars were stuck as well.
  We took it to the shop and they thought it was the starter and it wasn't that and he told me the engine was shot. I had this car for 5 months. The car was checked and everything was fine.
  The agent at CarShield assured me before I agreed to take out the policy and before  I told the mechanic to take down my engine that the car would be fixed as long as the engine was not damaged due to wear and tear. I confirmed that it was because of the accident I encountered with the big truck on the highway.  She told me the car would be covered and repaired at no cost to me.  She told me as long as it didn't refer to the age or wear and tear solution and I told her the engine was fine before all this happened. So the mechanic tore my engine out and showed the engine was destroyed because of the accident and I again assured her it was not a wear and tear incident. I have been paying 69 dollars a month for 3 years.  She then sent me to a supervisor who told me that they would not be covering any of my expenses to repair my car and that I would need to go thru my own insurance to have it paid for.  I told them I would be contacting the BBB and the news and anyone else so they are all aware of how deceptive and misleading they are in all of their TV advertisements.  Most of the people I know have got CarShield because of the commercials seen on TV with various celebrities. Now they have deceived me by saying they would cover the cost of my engine.  I am now left paying for a rental car with no car of my own and now stuck with a repair bill they promised to pay and now they refuse to honor anything they told me.  I will not stand for this and the utter deception of this company.

  

  Business Response

  Date: 08/21/2023

  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. Both you and your chosen repair facility have confirmed the failure is due to your vehicle being driven off the road into high standing water of some kind. Water has entered the engine and has damaged the engine assembly. As soon as your repair facility provided an estimate and confirmed water damage, your claim was denied. Your contract clearly states that will be coverage for flood damage is excluded from coverage on page 6 of 22, paragraph 18. We have attached a copy of your contract for your convenience. 

  *** has advised you of the denial and has suggested you contact your car insurance as this would fall under an accident.  There will be no coverage on your claim so CarShield also recommends contacting your car insurance company as these damages should be covered under an accident. 

  We see that you have already cancelled your contract. CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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