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:08/06/2023

  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 1st heard of CarShield Auto Protection from a T.V ad w/ *** * * ****** * **** I called CarShield & set up a monthly contract (Contract #: **********) for my 2008 Dodge Durango. CarShield told me I would have coverage for my engine, transmission, transfer unit (4x4), drive axle, water pump, turbo charger & seals & gaskets. I was charged $89.99/month, starting on 05/27/2020. When my car broke down, I tried to use my CarShield coverage & CarShield rejected me, my auto mechanics, tow truck companies & rental car companies. I called CarShield to cancel & in their efforts to keep me as a customer, they lowered my payments to $79.99/month. When my car broke down again, I tried to use CarShield & was denied coverage. I was furious, so I called CarShield to cancel my coverage again & they still wouldn't cancel but decided to lower my payments to $69.99/month. I was still determined to cancel my coverage & decided to have the bank cancel all future payments out to CarShield. Turns out, CarShield has been using different business names & withdrawing payment on different days, making it hard for the bank to track the payment withdrawal in order to properly cancel the amount coming from my account. I have sent letters via email and USPS to CarShield to cancel my contract and they still haven't. The mailing address I originally had used for the cancellation letter was deemed as incorrect by USPS. So, I used an address that USPS determine to be the "correct" one. My own cancellation letter was returned back to me because the address that USPS had was still incorrect. CarShield still sends me payment notifications via text, email & mail. I just want all contact from CarShield to cease, a confirmed cancellation letter in response to all my cancellation requests & a return of all my money that I paid out for 3 years due to faulty coverage. I always paid on time, but I will not pay now because I have been wanting to cancel for 5+ times, but CarShield will not allow me to do so.

  

  Business Response

  Date: 08/08/2023

  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, the components were not eligible due to the terms of the contract your vehicle was qualified for. All of our calls are recorded for quality assurance. We did review our records, upon review we see that on February 15th, 2023 you had called to cancel. The representative reviewed your policy and offered a discount which you were in agreement to. On May 31st, 2023 you called to cancel and the call was disconnected before the representative could finish the script as well as the cancellation. On June 2nd, 2023 a supervisor had called you and it was then when the cancellation was completed. All of our policies are on automatic payment and will run on the due date. The only time a payment will not run on the scheduled date is if the due date falls on a weekend or holiday then it will process the next business day. As far as multiple companies charging you, you will need to send in a running bank statement for further investigation. The only company you should see charging you is ***** which is our third party finance company. As a resolution, CarShield will refund your last 4 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: 08/17/2023

  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 800-531-1925, by mail at 1597 Cole Blvd, Ste.
  200, Lakewood, CO, 80401, by email at [email protected] or see
  Section M, Dispute Resolutions, of your contract. 

  Your claim was denied due to the repairs needed not being listed for coverage. A list of covered components can be found in Section B of your contract. Since your repairs were not covered, there is no coverage for rentals or fees from ride share companies. 

  There will be no reimbursement for the repairs, rental or taxi fees. As the marketer of your contract, CarShield can only offer a refund of the payments. In an effort to resolve this matter, 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

   

  Customer Answer

  Date: 08/22/2023

  Complaint: ********
  
  
  
  I am semi-rejecting this response because it goes to show that you all are
  3 different companies: ******** **** ******, CarShield, *****—with ‘too many
  Captains and not enough crew.’ So, anytime an auto mechanic or rental service (*** ****** *** ******* ***** ***** *** **********) calls CarShield, they’re talking
  to a “messenger,” which can lead the main message to become fumbled in delivery,
  similar to the telephone game. In terms of CarShield refunding my payments in
  full, how much are you planning to refund (provide clear amount)? ‘In full’
  meaning the total amount of payments I have made for the past 3.5 years—in various
  monthly amounts ($89.99, $79.99, $69.99)? Please ensure that the contact
  information for ******** **** ****** is fully correct because I have received
  returned letters for CarShield because the USPS mailing address was incorrect.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:08/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed Up for extended warranty. I was Told I could cancel within 30 days. I called Twice within the 30 days and was told I needed To call back or hung up on. Both times I had Said I was Calling to cancel. I called From my work phone, carshield responded saying they have o records of me calling from my cell phone. But both times I spoke To someone they asked for my name and confirmed the car I was Calling about. They should have records of those calls.
  
  I finally Was able to speak to someone 2 days after the 30 days was up.
  
  I believe The company tried to make sure that I could Not cancel within 30 days so they could charge me again. And not have to refund me. 7/3/23 is when I signed Up and 8/4/23 I was Told I am Outside of cancellation and reimbursement.
  
  7/5/23 charged $126
  8/3/23 charged $126.
  I would Like to be refunded for both.
  
  $240 for a warranty that would have been active for less than 1 week.
  The first 25 days there is no coverage. And no claims were made. I think This company is trying to scam me by not letting me cancel within the initial 30 days.
  
  
  
  ********** is my contract number.
  
  ************ my cell number.

  

  Business Response

  Date: 08/15/2023

   

  We
  appreciate you bringing this to our attention.

  Your contract has been cancelled and your last payment has been refunded. We are sorry to lose you as a CarShield customer. 

  Customer Relations

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

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair 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.

  Hi this is *********************** I have a policy with car shield MRF4544920 Calim ******* My car is in the shop at Roverland repair shop and my ac compressure needs to be replaced with the ome part But car shield is only approved it to be replaced with an aftermarket part instead of the original equipment ome certified the shops is telling me that aftermarket part will messed my car up and won't be certified by rover land I pay to much money on my car and these policy to put aftermarket parts on my luxury range rover sport supercharged please have my ome part original certified part in my car please give me a call at ************ *********************** this is my first claim and I take very good care of my car that I'm still paying ****** for plus this warranty please have your legal team give me a call please ??

  

  Business Response

  Date: 08/08/2023

  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 review the claim decision is correct. The claim was authorized correctly for covered repairs. Your contract has liability for *** part per contract terms. The repair facilities part has markup and non verifiable labor, those are not covered by the contract. Original Manufacture Parts or repair facility supplied parts would be subject to out of pocket costs for the you the customer since the ********************** facility will not accept a shipped in part. In effort to resolve this matter we will refund your last 3 monthly payments upon execution of a Signed 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: 08/08/2023

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

  Customer Answer

  Date: 08/15/2023

  Hi I *********************** agreed to authorized the claim authorization to roverland to complete the work and please ship my part to roverland please as soon as possible and they said that they need to diagnose my super charger it looks like it might be bad so I will need a car rental as well they said it will take longer to diagnose my super charger please give me a call I have tried calling car shield and you legal team please call me at ************ *********************** and ********* to complete the authorization for my claim and rental car please 

  

  Business Response

  Date: 08/16/2023

   

  **************, 

  CarShield's offered resolution was a refund of your last 3 payments with a signed Settlement Agreement. You accepted our offer through the BBB website. There is no additional offer from CarShield and no additional authorization on the claim.  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. 

  If you wish want us to stop drafting the Agreement, please email ******************************* and we will stop drafting until an amicable resolution has been made with ********************. 

  Customer Relations

   

  Customer Answer

  Date: 08/17/2023

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

  My car is in the shop how long could it take to send out a check 

• Initial Complaint

  Date:08/04/2023

  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 am seeking restitution for a towing bill, which they have not paid, that I am covered for under their policy for auto service #MRF3733932. Also I have been trying to cancel my coverage for over 3 months and they continually send me to another company and then another with no results. I continue to receive bills for further coverage from them for various amounts. to pay my balance in full. Thet state I made a partial payment and still owe the rest. No payment was made by me.

  

  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.

  You had submitted a claim via web for your starter. AAS called repair facility and they stated the repair was already complete and they do not work with CarShield coverage then disconnected the phone. The claim was adjudicated correctly for not having prior authorization. For the tow bill, you had submitted multiple invoices that were unverifiable. AAS advised you to include the vehicle VIN and paid status on invoice. This was never received. If the claims process had been followed as stated in the contract the starter would have very likely been covered. ******************** is willing to work with you on this matter but they do need the correct information provided as they requested. For further questions please contact AAS at ************.

  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: 08/10/2023

  Complaint: 20424221
  
  I am rejecting this response because:I have been trying to cancel the policy for over 3 months and your company keeps refusing to accept this. You keep sending me bills for various amounts saying this is what is owed on the policy . I want the policy canceled and no further contact from your company to extend the policy
  
  
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 08/15/2023

   

  Your contract has been cancelled and your last 3 payments will be refunded. We are sorry to lose you as a CarShield customer. 

  Customer Relations

  Customer Answer

  Date: 08/17/2023

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

• Initial Complaint

  Date:08/04/2023

  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 paid for services rendered and have only received the run-around. Chasing documents that do not exist. My Chevy Suburban has been sitting in the shop for almost 3 weeks, 2 of which are 100% CarShield"s fault.

  

  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 800-531-1925.

  Customer Relations

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

   

   

  Customer Answer

  Date: 09/07/2023

  Resolved.

• Initial Complaint

  Date:08/04/2023

  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 have been paying then 79 per month for a year and now they have constantly denied my claims for repair. They have offered me half of the total cost of the repairs but I am still out of almost 800 dollars after paying them 79 dollars per month with a  100 dollar deductible  I am not happy at all with their services.  They claim the parts I needed were all over the limit of the amount they would pay.  They are definitely deceptive in their TV advertisements. They make the repair limit seem higher than what it actually is.

  

  Business Response

  Date: 08/08/2023

  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 review per your administrator *** your claim was opened and authorized for a blend door actuator replacement. The repair shop is overcharging heavily on labor and lightly on the part, this leads you the customer for out of pocket costs of approximately 600 dollars beyond your deductible. The claim adjudication is correct as well as authorized for the correct amount using MSRP pricing and national average rate recognized by the labor guide. 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 **********************
  
  

   

• Initial Complaint

  Date:08/04/2023

  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 opened my policy with Car Shield on 11/27/2020 and it was for the most expensive policy, the Platinum policy. I paid $119.00 a month for over two and a half years faithfully every month. I have a 2014 BMW which is an expensive car to repair so I was led to believe that most expensive repairs would be covered by this "better Platinum policy". In June 2023, I brought my car into the BMW dealership. It had a fluid leak in the engine and there was a problem with the turbo charger lines leaking. The cost was $6420.27 to repair. I am 72 years old and retired and this expense was a large expense for me to pay out of my own pocket. The dealership called Car Shield and they said that they weren't going to pay for the repair. I called Car Shield myself and they refused to pay for the repair. I was so angry that I told them to cancel my policy immediatley since I was no longer going to continue to pay them if they weren't going to cover my repairs. The only call I got back was someone saying that they would reduce my monthly payment by $20.00 if I would be willing to continue to get their coverage. I told them there was no way I would ever get their policy again since they touted coverage that they never would cover the cost for.

  

  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. Per *** there was never a claim started on your behalf because front suspension struts, a wheel, and the turbo coolant and oil lines leaking are not listed for coverage under your contract terms.  A list of covered components can be found in Section B of your contract. 

  We see that you have already cancelled your contract. As a resolution, CarShield will refund your last 10 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:08/04/2023

  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.

  Last year in June the engine in my 2013 Honda blew I was covered through Car Shield I put the car in the shop I paid out of pocket 12704.00 I got my car back 8/15. I paid 600.00 i premiums I want this money back. They would not repay me the 1000 I spent on a rental because they denied my claim they would not give me anything in writing when I asked for it in my book my engine was covered I cancelled my plan with them I am very unhappy about the way they handeled my case please help me get my money back Thank you

  Customer Answer

  Date: 08/07/2023

  I dealt with a 3rd party that denied me. They are the company that denied my claim stating that my timing chain was damaged. The timing chain is inside the engine and the chain is in the engine. I requested proof of the reason for the denial but they refused to give me anything in writing.  I feel like I have been scammed. I paid 99 dollars a month for 6 months for the coverage and my car stopped running in June but it took until April 15 to get my car back. I paid 6500 dollars for the car bill plus my plan included a car rental which I was also denied the money to pay the rental.  The rental was over 1000 dollars and I was not aware they would deny my car rental because they denied my engine being replaced.  I have lost money and they are responsible. I also had to spend another 1900 dollars to get my car back after they replaced my engine.  I had paid 1900 to fix the steering gear and the pump assembly which included the price for the labor and parts. 

  I do have my protection plan and it states that the timing chain in the engine is covered.  I want my money back immediately. 

   

   

   

  

  Business Response

  Date: 08/11/2023

  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 the claim was adjudicated correctly as the inspector and repair facility verified that the timing belt tensioner and pulley broke causing valve to make contact with the piston. The contract that your vehicle qualifies for does not cover the timing belt tensioner and pulley. 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 ********************** 
  
  

• Initial Complaint

  Date:08/04/2023

  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 want pay money on these bills plus rental fee. They have excuse I didn't get pre approve, I call and ******* call they want this contract.

  

  Business Response

  Date: 08/07/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. Your claim was reviewed by the Legal Claims Director
  for ***, an ASE-Certified Master Mechanic, who determined the claim had been
  adjudicated correctly and in accordance with the terms of the contract.  Per ***, your vehicle arrived at your chosen repair facility on 6/24/2023 a Saturday for expansion valve and liquid line replacement which is not listed for coverage under your contract terms. The claim was not called in until 7/3/2023 when repairs were completed prior to this call. There was at least 5 business days to call in claim.  Your vehicle arrived to your chosen repair facility again on 7/18/2023 for A/C compressor concern with a promise date for repair was 7/20/2023 there would have been 2 business days to call in claim. A claim was never called in for this concern.  The claims process was not followed and no verification of failure took place for either concern. Per your contract terms your claim would not be eligible for coverage for repairs or rental due to not obtaining authorization from *** prior to having the repairs performed. We have attached a copy of your contract where it clearly states at the bottom of each page NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. CALL ###-###-#### or ###-###-####"

  We see that you have already canceled your contract. As a resolution,
  CarShield will refund your last 10 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:08/03/2023

  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.

  Carsheild have assigned contracted repair shops that cover their warranty and I filed a repair claim on my vehicle and the issues dealing with my car are covered under my contract and they still won't cover the repairs because of the manufacturing parts. This is absolutely unacceptable for the consumer. A lot of repair shops have told me that they are most definitely fraudulent and their all have contracts with Carsheild.

  

  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. Per ***, your claim is currently authorized for AC compressor replacement with the *** supplied part being sent for the repair.

  If
  you have any additional questions regarding your claim, please contact ***
  directly at ###-###-####. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

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