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:08/08/2023

  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.

  I purchased an extended warranty for my vehicle I just purchased. I purchased the warrant through Carshield *** ***** ****** ** ******** ** ****** *************. During the sales call, I was guaranteed that the mileage coverage of 125,000 miles would be added to my current odometer reading. The warranty would expire at 162,653 miles. This is how the sales rep got me to pay for the coverage. I was on the fence until she guaranteed the mileage. When I received my contract in the mail, the expiration miles are listed ar 126,000 miles and not the 162,653. I called back a couple of times and everything I was told that they can not extend the warranty to what was agreed upon. They have the phone call recordings showing that is the agreed upon mileage. They was deceptive sales tactics and lied to achieve a sale. This is illegal. They will not give me the recordings of the call but did state that they know the sales rep lied to me. Please help solve this issue. It is not ok to lie to potential customers to achieve a sale. I am looking to get the mileage corrected to the agreed upon number. Thanks

  

  Business Response

  Date: 08/15/2023

  Thank
  you for bringing this to our attention.
  

  We have reviewed both recorded sales on the day you purchased your vehicle service contract. The sales representative told you the mileage was "up to 100k" and then says again "its always up to." On the 2nd call, the representative says its "up to 225k" then when you asked her to repeat that and she corrected herself and says "its up to 125k".  You do mention that  you were looking at another warranty that was 100k on top of his current miles but you were referring to whatever other company you were looking at, not CarShield. 

  As a resolution, CarShield can start you on a month to month policy that has no mileage limit and can transfer the payment on your current contract. We are also willing to refund you in full if you choose. Please email ****************** with how you wish to proceed and we will have a customer service representative reach out to you to get this matter resolved. 

  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: 08/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still have not received the recorded calls from Carshield. They are not telling the truth regarding the phone calls. At this point I will not cancel my coverage because I will not be covered under a warranty. Once again, they used deceptive sales tactics and are now lying about the conversations. They are refusing to provide the recordings. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********r

  

  Business Response

  Date: 08/17/2023

   

  CarShield will release a copy of the recording with a Court Order. 

  We can not offer any other resolutions that what was previously offered.  Please email [email protected] if you wish to take any of the offered resolutions.

  Customer Relations

• 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.

  Where to begin... how about false advertising. Carshield claims that you only pay the deductible on covered claims. However, so far, the two "covered repairs" that I have had done, I am the one paying the majority of the claim. I wind up paying the deductible, plus whatever they feel they should not cover. Last time it was the fluid to finish the air conditioning job, which cost me $150 deductible, plus an additional $44 to have the ac recharged, this was a covered repair. Prices are different throughout the country, paying an average is not what they advertise. They advertise only the deductible on covered repairs. This second time, they will be paying $125, while I will be paying $265, including my deductible, because they are refusing to pay for labor costs based on the country average cost for labor. That is not what they advertise!!!!! I pay my deductible, a monthly fee, and whatever they deem that they will not cover based on some average. This is not as advertised, this is a blatant lie.

  

  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. Per **** your contract has two claims paid so far, both noting some out of pocket costs costs presented due to your chosen repair facility overcharging on parts based on MSRP and labor based on the nationally recognized labor guide.

  *** has reviewed your claim and can confirm that the RF had overcharged for freon on the first claim and overcharged for labor to replace the belt tensioner on the second claim. With this considered, the current authorizations paid on both claims is correct to the contract terms and will stand. With everything considered, as a resolution, CarShield will refund your last payment upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 08/22/2023

  This company is about as shady as it comes. I decided to give the company a chance after hearing it repeatedly advertised on the ****** ******** ** ****** ** ****** The specific example provided by the host was that he himself had messed up by letting his warranty expire and then his transmission went out and he had to pay a large sum to fix it. He infers that had he kept his Carshield warranty he would have been covered for all of the repairs. Well, I’m here to tell you the real truth that happens with this shady organization and their doubletalk contract language. I have 2013 Volkswagen Golf TDI manual transmission. After buying the warranty, I had to have the A/C fixed, which I had to pay the majority of because they do not cover the cost to take your vehicle wherever you want to go, as advertised, and very few mechanics accept them because they try to bully the shops and they are shady. After I paid for the majority of the repairs, I had another issue with tensioner for the serpentine belt, once again I paid the majority of the repair. Shortly after paying for the other two repairs, I noticed that the clutch pedal had depressed to the floor indicating a leak in the clutch system. There is a master clutch cylinder, a line, a slave cylinder, and finally the clutch. The clutch pedal actuates the master cylinder to actuate the slave cylinder (both actuators) causing the gears to separate allowing for you to change gears. One actuator causes the other actuator to engage and allow for the use of the transmission, changing gears. In their contract under transmissions, paragraph 2a, they state that they cover the actuators of the transmission. Then in the following paragraph, 2b, they state that they do no cover the master cylinder and/or the slave cylinder. This amounts to the actuators within the system and pretty much the entire system itself. This company uses doublespeak in its contracts. Don’t believe the celebrities such as ****** ****** ** *** ****** *********

• Initial Complaint

  Date:08/08/2023

  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.

  My vehicle had problems and I left my car and they did an inspection and they requested authorization to work on it. They kept giving me excuses and after I took it to the mechanic they said the water pump was defective but it was never having any problems.  I was told by the mechanic that I needed 11,000 dollars work I needed but only 235 dollars was approved  by CarShield.  They tried to blame me for the damage done to the vehicle and the cost of repairs it needed was my fault which is untrue. I requested a copy in writing detailing the reason for my denial and they refused to send me anything.  They are denying my claim without proof and they continue to bill me every month expecting payment from me.  They refuse to provide a reason for my denial but continue to call me for payment on a claim that was denied by them.   I showed them my contract and it shows that my car should not have been denied but they refuse to contact me and resolve my issue.

  

  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. American Auto Shield 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 ********************** 
  
  

  
  

• 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.

  Car Shield uses ******** **** ****** for their claims administrator. I purchase a plan in May 2022. On Aug 2023 i file a claim, my car was in the shop for repairs, ******** **** ****** advised the dealer to deep dive further and break down the vehicle, pictures was sent to American auto as well as 12 months of maintenance upkeep of the vehicle. ******** **** ******, denied the claim under a loop hold. The Service Specialist advised ******** **** ****** that the clause in the policy had nothing to do with the issue with the car not been upkeep. They still refuse to pay, i filed an escalation appeals, they denied, also now they are denying the diagnostic due to claim was denied. However, they were the ones who told the service dealer at Hendrix Chevrolet in Hoover, AL my service advisor name is Britany that the vehicle needs to be broken down for more detail. I met every qualification of my policy however, they still refuse to fix the vehicle. Im only requesting they make it right. I chose Car Shield because of reviews and advertising, not knowing its only a gimmick. I could have been with a more reputable company, and my vehicle would have been fix.

  

  Business Response

  Date: 08/09/2023

  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 adjudication was done correctly. The repair facility has sent in photos. The photos show a high amount of sludge buildup inside the engine which lead to failure of the timing chain and subsequent engine damage. Sludge is one of the major exclusions in your policy. It also appears that the vehicle was being driven with for an extended period of time which would be continued operation per terms of your contract. Also after reviewing service records there were timing codes present on 1/5/2023 which indicated a preexisting issue. 

  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 reaching out to us regarding this matter. 

  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 1597 Cole Blvd, Ste.
  200, Lakewood, CO, 80401, by email at l********************************* or see
  Section M, Dispute Resolutions, of your contract. 

  Since you charged back your down payment of $89.99, there is no refund due to you.  As the marketer of the contract, CarShield can only refund your payments. All other questions regarding the adjudication of your claim should be directed to *** ** ************.  CarShield now considers this matter closed since the account has been refunded in full. 

  Customer Relations

  Customer Answer

  Date: 08/23/2023

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

  CarShield is the one who policy bought under.  Ive given the run around from both.  Each party puts the blame on the other.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Linda Collins

• 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.

  Wednesday, August 6, 2023
  I have paid CarShield over $1100. I have been a member since December 2022. The business on August 6, 2023, customer service told me to contact 911 to contact for a tow because they were not able to send one due to the highway I was on. They told me to pay the toll then email the paid tow bill to them. When I submitted the invoice, I received a message saying it was denied due to non authorization. Car Shiel has denied all 3 claims I submitted this year even if the repair or issue was under my warranty. They find a way to deny so they do not have to pay out any money. my account number is **********.

  

  Business Response

  Date: 08/09/2023

  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 called on 8/3/23 requesting tow information. On 8/5/23 you submitted a tow invoice to be reviewed for reimbursement. *** denied your request and you cancelled your vehicle service contract. 

  As a resolution, CarShield will refund your last 6 upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 08/25/2023

  CarShield has not yet responded to me.  They have not contacted me about a refund and it has been 7 days since I received their notice.  

• Initial Complaint

  Date:08/07/2023

  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 filed a claim with Car Shield and their adjusters, either by their own resolve or at the company's behest, are giving the worst service possible. The repair facility is recommending a replacement of a part versus repairing it. The latter would be the better option because the part can have a limited warranty on it. My warranty from Car Sheild covers repair hours. They saying that they are going to pay for 4 of the 10 hours that it would take to take the part apart and then start rebuilding. This would leave me with paying a balance on the work. The repair facility let me know that replacing the part with a rebuilt used part would cost less than the rebuild, but the work would still exceed the 4 hours that Car Shield is suggesting. According to the repair facility, Car Shield is calculating the repair hours inaccurately or purposefully under service their contract. Thank you for all that you can do in this matter.

  

  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, 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. Per AAS your claim was authorized correctly on 8/7/2023 for MCE parts and verified labor for the repair. Your chosen repair facility's part mark ups, suggested part replacement and non verifiable labor are not covered under the terms of the contract and would be valid out of pocket costs to you. 

  American Auto Shield has authorized $3,522.89 in claims on your behalf. Since that number is significantly more than the amount you have paid into the contract, there is no refund due. 

  If
  you have any additional questions regarding your claim, please contact AAS
  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. 

  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: 08/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: while waiting for you to respond to my complaint, I stayed in contact with Car Shield and the repair facility to get an amicable resolution. Your company was not paying the full price for the replacement fluids. The price listing that you provided did not consider the cost of the fluid within the area it is purchased. After speaking to an adjuster with the repair facility on the line that issue was resolved. The diagnostic testing from the facility was not included in the pricing. Your company was only willing to pay for 4 hrs. of a 6 hr. procedure. The facility and the adjuster came away with just replacing the differential and not the axle also. So, in light of your response, you give the same response to every complaint. This, in my opinion, gives credence all of the complaints that I have viewed about your company. This is not a case of ambiguity of your terms, but it seems to me that your staff is trained to do as little as possible for the customer and your complaint department then gives a stamp of approval for their lack of efforts. Was I eventually taken care of? Yes, no thanks to you. It was with due diligence, which lasted too long, and persistence. Dealing with you put me out of my vehicle for two weeks. Once I hurdled the unnecessary standoff, I had my vehicle within 2 days. Your company beat on me for 2 weeks for a 2 day procedure. How many others are going through the same thing?
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 08/17/2023

   

  As stated in our previous response,
  American Auto Shield 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 American Auto Shield you will need to
  contact them directly at ************, by mail at **** **** ***** **** **** Lakewood, CO, 80401, by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  Customer Relations

   

• Initial Complaint

  Date:08/07/2023

  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.

  Trying to cancel send in poa wont go though talk to them no help

  

  Business Response

  Date: 08/08/2023

   

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

  We look forward to hearing from you.
  

  Customer Relations

  Customer Answer

  Date: 08/24/2023

  This issue has been resolved. 

• Initial Complaint

  Date:08/07/2023

  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 April 2023, I found out my father had a policy with CarShield. He proceeded to tell me that CarShield had denied every claim he had tried to file. I attached two of the receipts just to show he had repairs done. In all, I paid a couple of thousand dollars to cover his repairs. When I became aware of this "insurance", I immediately had him contact the number to cancel the policy. On April 17, 2023, he called to cancel the policy, he was led to believe the policy was canceled. I then read the entirety of his policy booklet and realized it had to be sent in writing. I prepared the document requesting the cancellation and mailed it on April 23, 2023. He was charged his premium in May 2023, which I understood, but then he was charged again in June, July, and August 2023. He reached out to CarShield, but they would not talk to me, each month(May-July 2023) and he was led to believe it was an error and that they would correct it. To this date, they have never made good on their acknowledgment of the cancelation or errors. I would not have filed this complaint if CarShield would have stopped taking the premium costs out of his account for the past 3 months. This company has taken over $4500 for coverage and had never covered anything.

  

  Business Response

  Date: 08/08/2023

  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 no claim notes or recorded calls from the contract holder or his repair facility. They have absolutely no interactions with either party. An adjuster with *** did review the invoices attached to this complaint and none of the repairs that have been performed are listed for coverage under the contract terms.  A list of covered components can be found in Section B of the attached contract. Furthermore, CarShield has reviewed our phone logs and has had no contact with the contract holder since 2/25/22 and there have been efforts made to cancel the vehicle service contract. 

  CarShield has cancelled contract ********** as of today, August 8, 2023.  As a resolution,
  CarShield will refund the last 12 payments upon execution of a Settlement and
  Release Agreement.   Please be advised Mr. ***** will need to contact CarShield at ###-###-#### to confirm he wishes to cancel the contract and he agrees to them terms of the offered resolution. 

  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:08/07/2023

  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 saw a commercial on TV about a Carshield warranty. I called them, and got set up with a warranty at the cost of 134 dollars a per month last August. On June 20th 2023, my truck's check engine light came on. I followed the rules in the contract. I contacted Carshield before I brought the truck in, then I brought it to a **** dealer on July 5th 2023, the next available shop appointment. The mechanics at the dealership told me the truck would need a new motor. I gave the mechanics the contact information for the adjuster, and the dealership attempted to contact them. The shop called several times, got no answer. They left messages to which no one from Carshield returned calls. I had been with out my truck for almost two weeks by that time. Note; I am in a very rural area, and this is super inconvenient, as I have to get to work everyday. No rental car was approved, and no repairs could be started, as I didn't have a claim number at that time. I finally called them again, and asked for the person to put an adjuster on with the mechanics while I was on the line, so I knew they were in contact. After this, another week went by. I received a message from my dealership stating that Carshield's adjuster wanted a full tear down of the engine, at my cost, in order to authorize the repairs. Computer diagnostics, and pressure checks said the the Cam timing and oil pump where the issues; so I did not understand the reasoning behind a full tear down The mechanic also said he was not comfortable doing that, because that cost would be out of my pocket, and no guarantee that Carshield would pay for the work, even after the engine was tore down. The tear down would **** dollars or more. I think that Carshield asks that by design to avoid having to pay claims. Here I am, over a month not having my truck. I want them to either pay for my repairs or refund all premiums I have paid and cancel my contract. They are super misleading, and had no intention of paying in the first place.

  

  Business Response

  Date: 08/11/2023

  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 this claim needed a tear down to get to the cause of failure. AAS cannot payout for claims until cause of failure is established as well as eligibility. Your claim was adjudicated correctly as the repair facility reported the vehicle was towed in as well as had internal engine noise and low oil pressure. The cause of failure and extent of damage would be the determining factor on continuing the claims process. We understand the frustration and financial hardships paying up front can cause. 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 ******************************* 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: 08/14/2023

  I saw a commercial on TV about a Carshield warranty. I called them, and got set up with a warranty at the cost of 134 dollars a per month last August. On June 20th 2023, my truck's check engine light came on. I followed the rules in the contract. I contacted Carshield before I brought the truck in a **** dealer on July 5th 2023. The mechanics at the dealership told me the truck would need a new motor. I gave the mechanics the contact information for the adjuster, and the dealership attempted to contact them. The shop called several times, got no answer. They left messages, and no one from Carshield returned those calls. I had been with out my truck for almost two weeks by that time. Note; I am in a very rural area, and I have to get to work everyday. No rental car was approved, and no repairs could be started, as I didn't have a claim number at that time. I finally called them again, and asked for the person to put an adjuster on with the mechanics while I was on the line, so I knew they were in contact. After this, another week went by, and I finally received a message from my dealership stating that Carshield's adjuster wanted a full tear down of the engine, at my cost, in order to authorize the repairs. Computer diagnostics, and pressure checks said the the Cam timing and oil pump where the issues; so I did not understand the reasoning behind a full tear down, further the mechanic also said he was not comfortable doing that, because that cost would be out of my pocket, with no guarantee that Carshield would pay for the work, even after the engine was tore down. The tear down would **** dollars or more. I think that Carshield asks that by design to avoid having to pay claims, knowing that most people do not have this sort of money. So, here I am, over a month later, not having my truck. I want them to either pay for my repairs or refund all premiums I have paid and cancel my contract. They are super misleading, and had no intention of paying in the first place.

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though it is not a full refund, or a full cost of my repairs, nor was my truck "towed" into the repair facility, I will accept this settlement, as I think it is the best, I am going to get from them. Buyer beware, do not go through these guys. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/07/2023

  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 HAD A CONTRACT FOR 2 VEHICLES WITH CAR ****** SINCE 2019. MY MECHANIC FILED A CLAIM TO GET A COOLANT SYSTEM ISSUE FIXED ON ONE OF MY VEHICLES. THE CLAIM WAS DENIED. THATS FINE.ON AUGUST 2ND I CANCELLED BOTH CONTRACTS WITH CAR SHEILD DUE TO THEM DENYING CLAIMS TO GET MY CARS FIXED ON MULTIPLE OCCASIONS. ON THE SAME DAY THEY TOOK MONEY OUT OF MY ACCOUNT FOR ONE OF THE VEHICLES MONTHLY PAYMENT. ON JULY 27TH THEY TOOK A PAYMENT OUT OF MY ACCOUNT FOR THE OTHER VEHICLE. I CALLED TO GET A REFUND DUE TO CANCELLING THE CONTRACT AND THEY TOLD MY I COULD NOT GET A REFUND. THEY WOULD JUST COVER MY VEHICLES FOR ANOTHER MONTH. I'VE HAD TO PAY OUT OVER $8000.00 FOR MULTIPLE REPAIRS ON THINGS THAT SHOULD HAVE BEEN COVERED ACCORDING TO THEIR CONTRACT. I WOULD PREFER TO HAVE A REFUND FOR CANCELLING THE CONTRACT .

  

  Business Response

  Date: 08/16/2023

  Thank you for reaching out to us regarding this matter. 

  CarShield uses a 3rd party payment processing company and needs 5 business days notice to stop a payment from processing.  Your contracts clearly states there is no refund due after the first 30 days of purchase.

  Nonetheless, CarShield will refund your last 5 payments on each contract (MRF1267179 & MRF1272668) 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: 08/16/2023

  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,
  
  *************************