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:08/11/2023

  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.

  In the past year I have had 3 claims denied with my car when the mechanic put in a request for payments and all three repairs were not granted. I would like to be reimbursed for the amount of money I paid to the mechanic for services worked on my car.
  
  The policy states the engine is covered but I am always denied payment. I believe this auto coverage is bogus and a racket.
  
  My contract number was MRF4274053

  

  Business Response

  Date: 08/14/2023

  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 decisions have been adjudicated correctly. There would be no coverage for piston ring failure to correct oil consumption per terms of the contract. Concerns on 7/31/2023 for emission parts/fuel hose/body panel components would not bee covered. The concerns on 8/1/2023 for oil change/maintenance services would have no coverage per terms of the contract. If you wish to further question your claims adjudication you may contact *** at ************. As a resolution, CarShield will refund your last 5 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:08/11/2023

  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.

  07/23/2023
  
  Contract#: MRF4379590
  
  I recall watching TV when the Carshield commercial with *** * came on and I was captivated that an innovative car warranty insurance is one of the best things to ever happened. I decided to sign up by calling the phone number on the ad. I bought the policy in October 2022 with the hope it may one day come handy. I tried to start my 2006 ******** **** on a very cold morning in January 2023 and it wouldn't start. I called Carshield and they immediately advised me to call the local ******** **** dealership to have it checked.
  
  Bottom line, ******** claimed the car needs a new battery, but Carshield rejected the claim on the grounds that batteries are not covered. I went ahead and paid for the battery which made ******** to arrive at the conclusion that the car requires an ignition sensor and programming which ******** communicated to Carshield who then promised to take care of the bill.
  
  Its been over 4months since and ******** is threatening to auction my car because of the length of time the car has been with them. I have been out of pocket for over $3000 thus far.

  

  Business Response

  Date: 08/16/2023

  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 this complaint is regarding a coverage dispute. Your claim was ultimately denied by *** as they stated there was no coverage available due to nonpayment when the breakdown was reported. Your policy has been cancelled as of 5/05/2023 due to not receiving a payment since 3/29/23. If you have any additional questions you may contact CarShield at ************
  

  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:08/11/2023

  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.

  Complaint taken over phone by BBB representative BA
  
  Consumer has had a policy with CarShield for two years. His contract number is *************. He recently filed a claim for repairs on his 2014 Ford Fusion. The car needs a new turbo-boost. He has a $100 deductible. This repair is covered under the contract. The claim was denied by CarShield because of the labor charges - the repair took too many hours and cost too much according to the CarShield agent. Consumer has paid roughly $3000 into the policy ($107.99 per month). He has since cancelled the policy.

  

  Business Response

  Date: 08/17/2023

  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 the repair shop was over charging on labor as well as not allowing shipped in parts. Therefore *** approved for an authorization of $1,946.89 to be applied for part credit as well as what they had verified for labor for. You may choose to proceed with the authorized amount for claim or you may deny it. If you deny the authorized amount CarShield will process a refund of 10 monthly payments upon execution of a settlement release agreement. Please email [email protected] 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: 08/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They have lied and stated that they would fix my car, If they are broadcasting on tv that they will fix your car.  What is the problem with fixing $1900 worth of repairs.  I would like for them to refund my money that I have spent with them.  I had to pay out of pocket to get my car fixed.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** ******

  

  Business Response

  Date: 08/25/2023

   

  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. 

  This refund will void the authorization by ******** **** ******. 

  Customer Relations

   

• Initial Complaint

  Date:08/10/2023

  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.

  We've had Carshield for almost 2 years and pay $200; $100 for my truck and $100 for her car.  We have a 2015 Nissan and on 6/12/23 we took it to ****** ****** because every time we put the car in gear we heard a clucking noise in the front end.  We spoke with the service manager Sean Bell and the mechanic Jackson Callahan. The mechanic said it was the front nut lock wheel bearing. They replaced the axle nut and washer, and greased the axle. He said the nut on the axle froze and he had to replace it. Carshield said they wouldn't cover the repair. The mechanic told me that if Carshield wouldn't cover the cost of the repair I would have to pay out of pocket. I called Carshield while I was at Nissan and was told they wouldn't replace it because it was a hardware part. I told the woman I spoke to that it wasn't a hardware part and the nut was made special for the axle. We ended up paying for the repair ourselves and it cost $419.  I decided to cancel coverage with Carshield after this situation. When I signed up for coverage I was told we could get a rebate if we canceled.

  

  Business Response

  Date: 08/15/2023

  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 preclaim was adjudicated correctly. The claim was denied for part not list for coverage on your initial call.  Additionally damage as a result of the failure is not covered. There is also technical service bulletin issued for this exact condition that does not have any parts being replaced just grease applied. As a resolution, CarShield will refund your last 5 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:08/10/2023

  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.

  After paying $100 month for 14 months we got a very confusing response to our claim because it was partially approved by an agent. When we called back to ask why they approved so small an amount we were informed they had no record of the original claim and to send it again and an Adjuster would review it and respond to us. He denied all of our claim without an explanation.
  We then contacted Customer Service got nowhere. We cancelled our policy and they tried to talk us out of it by telling us we were throwing away a $1400 investment ! We told them they were a Scam and we were not going to throw away more money

  

  Business Response

  Date: 08/15/2023

  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 a mass airflow sensor. This is component is not listed for coverage on this contract and claim was correctly adjudicated for a denial. We sent a copy of your contract at the time of sale for you to review.  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:08/10/2023

  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.

  I've been paying Carshield for almost 1 year and I pay $119 per month. My engine light came on towards the end of July and I took it to the mechanic on 8/4/23. The mechanic told me there was carbon on my cylinder head. They took it off and sent it to the machine shop to repair it. They called Carshield to see if they would accept my claim to fix it. Yesterday the mechanic told me Carshield didn't approve the claim. Carshield said they wouldn't honor the contract and have my car repaired. Yesterday I  called Carshield and was told according to article 6,  if the car has any kind of carbon that makes it not run they will exclude it. The advertisement says they would cover engine problems and that is part of the problem. Carbon builds up on all cars and the mechanic told them this. They know my car is old, yet they don't' want to honor the contract. I also asked about a rental car while my car is being fixed. They said to go ahead and get a rental car and they would reimburse me. I got a rental car 7/29/23 and paid $600. I took it back 8/5/23.  Because my claim was denied my car is not being fixed, so they won't reimburse me for the rental. I feel like they took advantage of me.

  

  Business Response

  Date: 08/16/2023

  Thank you for reaching out to us on this manner.

  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 called in for engine failure and rear differential leaks. The repair shop was told to move further *** would need authorization to reveal the root cause of failure to the engine. When the tear down had revealed that the failure resulted from carbon the adjuster proceeded to partially deny coverage for the engine as carbon is an excluded under the contract terms. The adjuster proceeded to advise that the contract does still have coverage for the pinion seal concern and requested an itemized estimate for this to have the authorization completed. However at this time the repair shop has still yet to produce requested itemized estimate. Further into the adjusters review of the claim and photos used for justification of this denial, *** can confirm that both the intake and exhaust valves are coated in carbon. This is a result as to why the exhaust valve had been burned. Carbon is specifically excluded from coverage in your contract. Your contract also lists all covered components in Section B of the contract. We have attached of your contract for your convenience. 

  You may proceed with ***'s authorization or you may choose to void the authorization, cancel your policy and we will refund you last 6 monthly payments upon execution of signed settlement release agreement. Please email [email protected] when you decide what course of action you decide to choose. 

  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: 08/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They gave them the authorization to tear down the engine and now they are charging me $1500 to put my car back to together.  I should not have to pay that.  Also, I should be reimbursed for the rental I had to pay out of pocket which came out to be $600.00.  They have had my car for three weeks and I have not been able to go to work and that is loss of wages.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** ******

  

  Business Response

  Date: 08/21/2023

   

  Mr. ******,

  We received an email confirming the offered resolution. If you have changed your mind and do not wish to proceed with the offered resolution please email [email protected] and we will stop drafting the documents. 

  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 **** **** ***** **** **** ********* *** ****** ** ***** ** ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  Customer Relations

  Customer Answer

  Date: 08/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Carshield is not doing anything I requested in my complaint. I'm also still receiving emails about reinstating my contract which I'm not going to do.
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:08/09/2023

  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 bought a car warranty through this company, and filed a claim on June 28 and my car has still not been fixed. We finally had everything scheduled on July 21 and the company demanded that they send the part that was being replaced. They ended up sending the wrong part, therefore the mechanic was unable to fix the problem. The dealership has been calling daily and the company states that they are still trying to find the part. I think they have been putting me off and having me drive in a car that is unsafe to drive according to dealership standards as the part failed their test. My AC also went out a few weeks ago and it is a covered part of my warranty, yet they are still waiting on “manager approval” to get this fixed. The AC is clearly listed in my contract under covered items and I have been without AC in the Arizona summer heat for weeks. This company’s negligence is out of control and I would love to have any help in getting things moving. I have tried calling them myself multiple times, but they have only been rude to me and not helping me get things worked out. I really need help in getting my car fixed. Thank you.

  

  Business Response

  Date: 08/16/2023

  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 your contract for engine mount and CV axle replacement with *** supplied parts being sent for the CV axle repair, and denied for coverage for both drive belts, sway bar links, lower ball joints, and seeping gaskets and seals due to those components not being listed for coverage. Following the authorization, your chosen repair facility advised *** they received some incorrect parts and a parts resolution was started to resolve this. At this point, the parts resolution is in the final stages of completion and you and your chosen repair facility are being updated with the claim status.

  *** has reviewed your contract and the coverage terms and have confirmed the adjuster was correct in the denial of the other components and the current decision will be upheld.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  *** has authorized $1284.69 in claims. You have made 3 payments on your contract. Since the amount of the authorization is significantly more than the amount paid into the contract there is no refund due. 

  Customer Relations

   

   

  Customer Answer

  Date: 10/24/2023

  I have been a Carshield contract holder for about six months now and have only had trouble with them when it comes to fixing my car. About three months ago, my air conditioning went out and my passenger side window motor broke leaving my car window is stuck down. I called Carshield as these are both items covered under my contract and they told me to take my car into a specific shop, so I took it there the same day. This auto shop has had nothing but trouble working with carshield as carshield constantly loses track of my claim, and has to restart the process. I have been trying to get this fixed for roughly three months and have only had a terrible experience with them. All that I want is them to uphold their end of the contract as I have been paying for it for months now. I would really appreciate any help I can get when dealing with this company. Thank you for taking the time to read this.

  

  Business Response

  Date: 10/24/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, American Auto Shield (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. American Auto Shield they have reached a resolution on this matter. 

  Please contact should you need anything further. 

  Customer Relations

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

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service 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 Whom It May Concern:
  There are 2 different warranties enclosed. I do not have car or home warranties with these people.
  They have been harassing me for FIVE years now both on the telephone and through the post office and I trash 50 of these notices at a time. I am fed up with harassment by these people. Can you sue them for harassment or can you please STOP them from harassing me? I have had more than ENOUGH harassment!!!!
  Sincerely,
  ****** *****
  **** ******** ****** *** ***** ** *****
  CarShield
  *** ***** ***
  *** ******* ** *****
  
  Customer ID: ********** Notice Date: 07117/2023
  Contact Phone: l-###-###-####
  
  Call to verify the below information Read below for more information
  
  RESPONSE TO THIS NOTICE REQUESTED
  
  To
  
  
  
  Customer ID: **********
  . *** **********
  ********
  
  Coverage: AVAILABLE
  Order ****** *****
  ** **** ******** ***
  *** **** ** **********
  
  *****************************************************************
  Respond By: 08/07/2023
  
  
  
  
  IMMEDIATE RESPONSE REQUESTED - IMPORTANT VEHICLE PROTECTION INFORMATION
  
  
  
  Attempt 1 of 1: **** ******** *** YEAR: 2015 MAKE: FORD
  MODEL: FOCUS
  
  Attention: ****** *****
  
  Our records indicate that you have not contacted us to have your vehicle service contract activated. We are informing you that if your factory warranty has expired, you will be responsible for paying for any repairs. However, if expired, you can still activate a service contract on your vehicle before it's too late.
  
  
  
  Please call ###-###-#### today.
  
  
  SUMMARY OF TERMS
  3/36 4/48 4/100 5175 5/100 6/100 7/125
  Approval TBD TBD TBD TBD TBD TBD TBD
  IMPORTANT VEHICLE PROTECTION INFORMATION
  Coverage Explanation Platinum Program: Engine, Transmission, Transfer Unit of 4X4, Drive Axle Assembly, Front and Rear Suspension, Steering, Air Conditioning Unit, GPS, Power Windows, Electronics, Seals, Gaskets, Brake System, and Most Mechanical Parts.
  REQUESTING:
  1. PROTECTION THROUGH 2030
  2. UP TO OR AN ADDITfONAL 125K MILES
  ,.,
  
  .) . PLATINUM POWERTRAIN CarShicld is an independent nationwide compnny marketing vehicle service contracts on behalf of leading third-party administrators; CorShicld will help dctcnninc which one is right for you. Programs may vary depending on vehicle e, mileage, state, and pre.existing conditions. Sec Contract for rental car eligibility. CarShield is not affiliated with any auto dealer or nrnnufac1urer. All claims must be pre•authorizcd before repairs me made.
  PHONE: ###-###-####
  Se Habla Espaiiol ###-###-#### PLEASE RESPOND BY: 08/07/2023
  Operating hours: Mon - Fri 7 a.m. - 10 p.m. CST, Sat

  

  Business Response

  Date: 08/09/2023

   

  We
  appreciate you bringing this to our attention.

  We have removed your mailing address from our contact list as requested. 

  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:08/09/2023

  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.

  Contacted CarShield with a claim and was told it wasn't covered . I read my contract and it stated it was covered and there was an addendum included in the policy for that repair . After three or four conversations on the phone it was clear their representatives were not well versed on the companies policy. I called back it was confirmed it was covered . I was send a number of emails specifying facilities for the repair. All of them were quite a distance and I called to see if there were any facilities closer to my home. I was told my policy was cancelled. According to the policy, cancellation must be in writing. After spending thousands of dollars on this policy I want a refund.

  

  Business Response

  Date: 08/15/2023

  Thank you for reaching out to us on this matter. 

  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 there was not claim started.  You were informed to have the repair shop call in and provide a diagnosis to confirm coverage. To date *** has not received a call from your repair facility. It also appears based on your last conversation you had requested cancelation. If you wish to cancel your vehicle service contract, CarShield will refund your last 10 payments upon execution of a Settlement Agreement and Release. Please email [email protected] to confirm the terms. Please make sure to include your name and contract number in the subject line for faster processing. If you wish you wish to move forward with a claim please have your shop contact AAS 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: 08/27/2023

  I would like to make clear after I was sent names of facilities I called to see if there was any facilities closer to my  home. At this time  again I was told it wasn't covered and I asked to cancel my policy.  Apparently their representatives are not well versed on what's covered and what's not. I have spoken to 4 different reps and each one has given me a different answer. Why would they send me facility names if I wasn't covered ? I have all the emails with the facilities names  they sent me. If you read the policy it states cancellation must be in writing. Since 01/01/2020 I have been paying $109.00 a month for coverage. The least they could do is honor coverage that is listed in the policy. Please find attached documents containing coverage for my claim and company policy stating cancellation must be in writing. I realize on the final conversation I asked them to cancel the policy after telling me claim wasn't covered .The company is making it extremely difficult and they should be penalized for their unethical business practices. Instead of spending money on their commercials they should honor the policies they sell.

  Thank you,

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

  

  Business Response

  Date: 08/28/2023

   

  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 ** ******* Resolutions, of your contract. 

   If you wish to accept our offer of a refund of 15 payments, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 08/29/2023

  I want to clarify the offer is to return 15 payments and I must email ******************* I  would like to make sure I am not misinterpreting the settlement.  Also, what information must I provide CarShield when I contact them.. I appreciate the assistance you have provided thus far.

  Thank you,

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

   

  

  Business Response

  Date: 08/30/2023

   

  Carshield has received your response and will start drafting the Settlement Agreement for 15 payments. Please allow 7 business days. We will email it to you for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 09/02/2023

  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. It's my understanding that I will be refunded 15 payment  to settle this dispute and  I  am willing to settle under these conditions. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2023

  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.

  July 31 I brought my vehicle in for an oil change to the *** ***** *** repair facility in Atlanta. Discovered my vehicle had problems that were covered under warranty. The shop completed repairs before an approval of an estimate took place. The shop location didn’t take Car-shield but another *** ***** does. After the confusion was figured out the shop was complete with repairs and I was denied a review or payout of the claim.

  

  Business Response

  Date: 08/15/2023

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