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:08/03/2023

  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.

  I have paid monthly for car shield for years! My engine went out on my 2016 Sorento and my car has been sitting in a repair shop for 3 months only for them to now deny my claim!

  

  Business Response

  Date: 08/09/2023

  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 repair shop had called in after the tear down was complete and sent in written notes of cause of failure being carbon on the piston rings. The repair facility also sent photos prior to the tear down indicating the spark plugs showing carbon debris build up and in valve train. The tear down did reflect the point of failure and verified carboned piston rings were the causer of failure. Your contract excludes carbon from coverage. 

  You may choose to keep your Vehicle Service Contract for future covered repairs or you may choose to cancel your coverage. If you wish to cancel your vehicle service contract, CarShield will refund your last 6 payments. Please email [email protected] to confirm the cancellation and refund. Please make sure to include your name and contract number in the subject line for faster processing.

  If you wish to dispute a decision made by ******** **** ****** you will need to contact them directly at ************, by mail at **** **** ***** **** **** ********* *** ****, by ***** ** ********************************** or see Section M, Dispute Resolutions, of your contract.

  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.

  I missed my payment in May 2023. I got calls daily from Carshield trying to collect the payment. I called them on June 27 to get my account back to paid in full. On June 27, I paid $69.99 and wanted to pay June 2023's bill as well, however I was informed by the representative that I could not make two separate payments in one day. She said she would call back in a couple days. On June 27, a charge of $139.98 was made to pay for June's bill and to pay July's bill as well. This was supposed to make my account paid up until Aug. 13.
  A couple days later, I started to receive calls from Carshield saying that my account was not paid. I talked to the representative ONE time at the start of the calls and never heard back from her again. The company called me again on July 4th wanting payment and I told them that it had already been paid. They asked if I could submit proof of payment and I asked if a screenshot from credit car company app showing it was charged to the card would work. I was told yes.
  I submitted it after getting off the phone and continued to get calls harassing me for payment. I told them each time that it had been paid.
  I finally asked them to listen to the recorded call and they will see that it was paid. I have a call recording app on my phone that proves it was paid as well. They listened to it and said that I would get credit to my account.
  They proceeded to continue to call me even more, multiple times a day while I was working my fulltime job. Each call I got, I was on phone a min. 20 minutes.
  On Aug. 1st, I looked on their app and noticed my coverage was cancelled for non payment. I called carshield on Aug 2 and they gave me the run around and told me to submit a screenshot of the credit card's running statement. Something that had already been done. My account is paid in FULL until Aug. 13. I would like this matter investigated by the BBB and credit/refund for the coverage days that it was cancelled after a screw up on the company's end.

  

  Business Response

  Date: 08/03/2023

   

  We
  appreciate you bringing this to our attention.

  As stated in our response to your review, please send a COMPLETE copy of your credit card statement which shows your name and address to ****************** and we will be more than happy to review further once we have all the information needed to verify the double payment. 

  Customer Relations

   

  Customer Answer

  Date: 08/09/2023

  Please see attached photo in response to respondent's (Carshield) request for proof of payment for contract *********** . Please note the payment was made on my mother's credit card. Her name and address are reflected on the statement. Also, please note that in the orginal complaint, the dates were contradicting with the supported text. It should state that to separate payments were made. One was made on June 27, and one on June 29, 2023 as reflected on the statement. This was done to get me paid until Aug. 2023. Either way, my account and coverage was still cancelled due to non payment, which as the credit card statement reflects and as I stated to Carshield multiple times during the month of July, my payment was made. 

   

  Thanks, 

  *****
  
   

  

  Business Response

  Date: 08/16/2023

   

  Our payment processing company ***** has tried to reach you on several occasions to go over this matter with you.  They have left a voicemail for you.  Please contact them at your earliest convenience as they think they have found a resolution on the matter. 

  Customer Relations

• 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.

  RECORD OF COMPLAINT

  04/11/2022- Took my truck to ***** ********* Ford Claim# *******, Carshield would only pay $808.12. I made agreement with ***** ********* to pay the difference of $253.42

  05/03/2022- I took it to ***** ********* and had repair done. After situation, ***** ********* said they would no longer honor Carshield warranty. New problem with my truck I noticed

  leak from power steering pump area. Contacted Carshield to find out who would honor Carshield warranty, Carshield said ******* **** ******* in Bloomington and ***** ********** in Edinburg IN.

  I checked with both ******* **** and ****** neither would honor the warranty.

  04/11/2023- Contacted ****** and they said I would have to bring the truck in 40 to 45 miles away. Told them about and noise coming from the heater area. They said I would have to leave it (again 40 to 45 miles).

  They called with a list of items power steering pump, right front arm control, blower motor, power steering hoses, and serpentine belt. They said I would have to replace hoses to cover the warranty. 

  All I asked  to check was blower motor and power steering. I have records of having alignment checked at ******* ****,  I have records for maintenance and problems that occurred plus issues to keep my truck

  in proper shape, sending copies of records.

  Also, there is a discrepancy of cost for labor for power steering pump at $187.50 sending records,

  When cancelling the contract they said it would be prorated so I wouldn't be able to get all of my money back.

  When they cancelled my contract they said I wouldn't be getting any of my money back.

  I ask to just continue the contract. Carshield said I would have to start over with a new contract. I still had 30 months ad 45,179 miles left on my contract, I feel Carshield robbed me.

  

  Business Response

  Date: 08/08/2023

  We
  appreciate you bringing this to our attention.

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. In your complaint you state you cancelled your vehicle service contract due to not being able to find a repair facility in your area that works with CarShield coverage. Neither CarShield or ******** **** ****** received calls requesting assistance in locating a repair facility near you that worked with CarShield coverage in the past. 

  We do see notes on your contract that ******** **** ****** approved $1,721.14 in claims on your contract while the contract was active. When you cancelled your contract, the prorated refund of the contract was figured and the claims paid amount was deducted from that amount. That is why there is no refund due to you. 

  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: 08/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: It is not true, they have me frustrated and depressed about it.  According to the contract it is false advertisement it states that I can take to any dealer of my choice but  I can't.  Instead of paying of monthly I paid for 50,000 miles all at once. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/15/2023

   

  Carshield and your administrator,
  ******** **** ******, are open to and willing to work with any repair facility
  that you select.  However, each repair facility is able to determine who
  they wish to do business with as well.   There is nothing that CarShield or *** can do to
  force any repair facility to work with you. 

  In an effort to resolve this matter, CarShield will refund your payments in full rather than the prorated rate MINUS CLAIMS PAID 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

   

   

  Customer Answer

  Date: 08/21/2023

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

  I would like clarity on what is meant by " refund payments in full rather than the prorated rate MINUS CLAIMS PAID". I paid in full.
  
  
  
  
  
  
  
  Sincerely,
  
  
  **** *****

• Initial Complaint

  Date:08/02/2023

  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 took my car to get fixed and when they contacted the Warranty company and filed a claim as I need a new engine. The warranty company denied saying I had not driven enough miles, when I signed up for the policy there was never a mileage restriction mentioned as I would never have signed up since I work from home. I would like them to honor the warranty and pay for the parts of the engine in the contract that is stated is covered. The denied my daughters car's claim as well indicating her item was not covered but I see in her contract it is.

  

  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.  *** reviewed the recorded sales call and you were informed of the 20 day and 500 mile waiting period multiple times starting at 5 minutes and 40 second into the call.   Your claim was started with 51 days into coverage but only 217 miles not meeting the 500 mile requirement and correctly denied.

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

  Customer Relations

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

• Initial Complaint

  Date:08/02/2023

  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 purchased a month to month warrant plan on 2012 mustang car in 2021. I have automatic payments with deduction date of 25th. On July 25th payment of 69.99 was deducted. On Aug 1, my car was deemed totalled by insurance company. I called carshield 8/2 cancelling policy effective 8/2. I inquired if PRO-RATED REFUND for the 23 days of unused service. Payment made and covered for only 8 days. I was told they do not give refunds. I cancelled 8/2 and paid thru the 25th, so I should receive a pro-rated refund. I do not have car and cancelled . Every company provides a pro-rated refund for paid service that was cancelled

  

  Business Response

  Date: 08/03/2023

   

  Thank
  you for bringing this to our attention.

  Your last payment has been refunded in full and should be credited to the card on file within 3-5 business days. 

  Customer Relations

   

• Initial Complaint

  Date:08/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We own a 2016 BMW 528ix and while traveling south the car required some repairs. So we take it to a local Orlando Fl BMW dealer for an inspection and Car Shield wanted to send unknown parts to the dealership for use in the repairs. This was unacceptable to the Dealership as well as me. We immediately returned to NJ where Car Shield directed us to a local repair shop named *** **********. They completed the repairs to the grand total of $880.00 much more than our $100 dollar deductible. Within five days of getting the car back a heavy vibration and high Idling was noticed. Immediately we returned to *** ********** who stated there was nothing they could do. We then presented the car to BMW of Atlantic City where they informed us we have bad engine mounts costing $1507 to replace. This is one of the repairs made by *** ********** to include oil pan gasket, cv axle rods, engine mounts (2).
  I want BMW to make the necessary repairs at the price requested $1507.00 and feel it should be covered by this policy without delay or concessions (sub standard parts).

  

  Business Response

  Date: 08/21/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. In your complaint you state the the repaired engine mounts have failed and would like repairs made at BMW dealer. Per ***, G's Automotive replaced the mounts and observed no vibrations after the repairs were complete. You then took your vehicle to BMW dealer for vibration at idle and shifting. BMW verified they did replace the mounts already and you made no mention of your CarShield contract/Warranty coverage. The previous repairs would have been under G's Automotive warranty at no cost as your contract paid for their parts. With warranty repairs done with different repair facility (BMW) and No Prior Authorization from *** there is no coverage for the new repair.   Your contract clearly states at the bottom of each page starting om page 1 of 20 "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. CALL ###-###-#### or ###-###-####"

  *** has authorized $2,348.07 in claims on your behalf. Since that amount authorized is significantly more than the amount paid into the contract, there is no refund due. 

  Customer Relations

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

   

   

  Customer Answer

  Date: 08/31/2023

  In lieu of this response from you the BBB I will reach out to Car Shield but please know that I have not been contacted by them and have yet to be reimbursed for the repairs I paid for out pocket. I want this matter to remain open until such time as I receive settlement. 

• Initial Complaint

  Date:07/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an '05 Cadillac CTS I signed up with car shield March of 2022. May 2nd of 2023 on my way home from being discharged from the hospital My car's motor quit working, I towed it home over 50 mi away July 5th it was towed to meineke of Beckley, after trying to find a repair facility that works on motors and that takes car shield, meineke gave car shield the diagnosis on the computer, The car shield wants a motor breakdown The cause of failure which I have called over 25 repair facilities over a 60 mi radius and no one will do a motor breakdown. And the one that would are not AC certified and will not work with car shield, in a year I've only went a little over 5,000 mi but because I know how car shield is I made sure I done oil changes every 3 months just to be safe and regular maintenance.. American Auto shield says that there is nothing they can do and that I should keep looking so I'm asking the better business bureau to help me with this please The repair facility at meineke has talked to them countless times and even the mechanics they have listed on their website quit taking car shield

  

  Business Response

  Date: 08/07/2023

  Thank
  you for bringing this to our attention.
  

  We are sorry to hear you are unable to find a repair facility that works with CarShield coverage.  CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

  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: 08/10/2023

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

  It is false advertisement to tell on a commercial that you can pick your own  mechanic or own repair shop,..

  Then trying to find a repair shop to do a motor breakdown that does not take car shield and must take car shield to do the motor breakdown and to work with the adjuster to put in a new motor and The mechanic most be must be ASE certified for you to approve.. That doesn't sound to me that you can pick your own mechanic or repair shop??? I can't even take it to a mechanic to just do a motor breakdown and give y'all the results they have to do the motor breakdown and be able to put the motor in and work with car shield and be ASE certified.

  And there is no where that will do a motor breakdown and that will work with car shield.. There is repair places that will take carshield and will replace a motor, BUT will not do a motor breakdown even on your on your website showing repair facilities that take car shield half of them don't even take car shield anymore and I have called over 25 repair facilities in a 50 mi radius... 

  I've sent you all the receipts of maintenance all are up to date, Also You have the diagnosis from meineke, Is there any way that y'all can help me find a repair facility that will do a motor breakdown and install That takes car shield???
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/16/2023

  Carshield and your administrator, American Auto Shield, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  There is nothing that CarShield or AAS can do to force any repair facility to work with you. 

  There are 6 repair facility's in your area that have used CarShield coverage in the past. We have attached screenshots of the names and addresses of those companies. 
  

  Please contact ****************** if you wish to accept our full refund offer and we will draft the Agreement for your electronic signature. 
  

  Customer Relations

• Initial Complaint

  Date:07/31/2023

  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.

  No retailers willing to take warranty.

  

  Business Response

  Date: 08/02/2023

  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. After reviewing our records as well as *** it was found you had taken the vehicle to a repair shop that did not want to work with your contract. Our records indicate you did not reach out to CarShield nor *** to receive assistance in finding a repair shop in your area. We are more than happy to help you with this matter and find you a repair shop in your area that we have worked with in the past. Please call customer service at ###-###-#### for further assistance on this matter.
  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:07/30/2023

  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.

  July 12, 2023, my vehicle A/C system was only blowing out hot air at all times. I took the truck to ****** North Star and they provided me with with an estimate of required repairs. I provided ****************** with the information for CarShield service contract.CarShield 1st denied claim as they indicated that service maintenance was not kept up on vehicle. Customer emailed ********************** the title of vehicle showing vehicle was purchased May 04, 2023 and all service maintenance receipts attached and listed below for review. CarShield then contacted ****************** and after ****************** notified Carshield that customer had paid for ********************** they denied claim due to customer paid for ***********************. 2011 Dodge Ram purchased cash May 4, 2023. Car Shield warranty purchased between ********** 2023. New Tires purchased May 22, 2023, Maintenance Tune up purchased June 05, 2023, Oil change complete May 22, 2023. I had no choice but to pay for the services as I have a job that I need to get to and had no transportation. CarShield failed to pay for repairs that are covered under the contract and they also failed to provide a rental vehicle for me to go about my days. CarShield customer ********************** representatives are rude and hang up on customers and do not communicate with one another. When asked to speak to a supervisor they state that they will email them and no call is ever returned. I have cancelled this contract due to false advertisements. When provided with accurate information including documentation of purchase date of vehicle and all routine services maintained since purchase of vehicle, CarShield denied claim because I paid for needed repairs. CarShield will look for ANY reason to deny an honest hardworking customers claim. Car Shields business practices are unethical and unprofessional. I paid $3309.10 - ****** Military service discount - ****** my request to replace heater core (just in case it went out and dash was removed already)Total due to me is $2453.51

  

  Business Response

  Date: 08/04/2023

  Thank you for bringing this to our attention.
  

  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. Per AAS, your claim was opened for AC failure. AAS states the requested service records from you but they were never provided.  Your claim was moving towards authorization when your chosen repair facility performed repairs without  authorization from AAS. *** states this has been explained to you on several occasions but you refuse to accept the outcome.  In your complaint you mention the claim was initially denied for lack of records, this is not the case. The claim just made no movement while waiting on records and out of pocket costs confirmation, and then was denied for no prioir authorization once your repair facility confirmed repair was completed.

  Additionally, *** has discovered this vehicle has a branded title and the contract does not have the surcharge. Due to this there would be no coverage for this claim either way due to the vehicle not being eligible for coverage without a branded title surcharge.
  
  As a resolution,CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

  Customer Answer

  Date: 08/06/2023

  Complaint: 20397035
  
  I am rejecting this response because:
  ***** are provided that you indicate that

  1. AAS states the requested service records from you but they were never provided which is not correct. I provided service records to you and have also provided them to you in this complaint this was completed in a timely manner. 

  2. You state that the claim was "not initially denied for lack of records, this is not the case" is what you state. When I called I was told this claim was denied due to lack of SR and per documentation attached your customer ********************** representative ************************* clearly sates in his email that we must click on the link for the dispute resolution and fill out the form, provide service records with Title/Bill of Sell (should be sale) for stated vehicle as "the claim was denied due to lack of SR." ***** clearly show in attached documentation that claim was primarily denied for lack of service records. 

  3. If the claim was moving towards approval why was it denied. Because we paid for the services? We had no choice as your representative stated there was NOTHING else we can do only pay for services and then dispute. We could not even get a supervisor to contact us. 

  4. ****************** (the chosen shop) spoke to your representatives daily and they were told claim was denied. We had no choice but to pay for required repairs. 

  You are NOW providing a 3rd reason not to pay on this claim: Additionally, *** has discovered this vehicle has a branded title and the contract does not have the surcharge. Due to this there would be no coverage for this claim either way due to the vehicle not being eligible for coverage without a branded title surcharge. Another excuse for Car Shield not to pay. I live in the ************** which has no branded surcharge. 

  You also state that "I refuse to accept the outcome". This statement is rude and inappropriate. I am a hardworking individual over the age of 65 and I refuse to pay for services with false advertisements. 

  Claim primarily denied for lack of service records.

  Based on these facts and false statements from your representatives, kindly provide me with with my original request for covered payment of repairs and now include the refund for all of my payments and down payment.
  

  I sincerely hope that Car Shield and or AAS do what is right. Pay what is due. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/07/2023

   

  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 M,Dispute Resolutions, of your contract. 

  If you with to accept the offer of a full refund please email ******************************* and we will draft the necessary documents for your signature. 

  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

  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. I expect a full refund as stated above. "If you with to accept the offer of a full refund please email ******************************* and we will draft the necessary documents for your signature." 

  Please be precise with your refund which should include amounts paid for repairs. Please do not go back on your offer as per my previous response (which you failed to acknowledge) AAS dba Car Shield primarily denied claim for lack of service documentation, even after I received an email from Car Shield stating that claim was denied for that reason.

  Sincerely,
  

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

• Initial Complaint

  Date:07/30/2023

  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.

  Well I tried to get extra protection for my two vehicles I have a 2016 Ford explorer and a 2016 Kia Sportage my Kia Sportage the window motors went out took it to four of Murfreesboro to have it checked out the guy wanted me to call car shield to make sure they were covered I called cashier to make sure the windows motors was covered up under the plane that I had and it was so we proceeded to get the window motors fixed in the vehicle coming to find out car should refuse to pay for Murfreesboro they had a problem within the hours it was going to take to fix the car which I have no idea I do not fix cars I just pray for it so my window motors did not get fixed car shield did not offer me any other way to have my car fixed in order for me to get my keys back from the car shop I had to pay $192 in order to get my keys so I can go to work the next day and this is in the middle of the dispute between car show and Ford of Murfreesboro I am just trying to get my car fixed so I had to stop payment making sure they didn't get any more money out of my account because they would they call me four or five months send me text message 6 months after this ordeal but still refuse to fix my car

  

  Business Response

  Date: 07/31/2023

  We have received your correspondence regarding the above referenced matter. 
  
  As noted on the first three pages of Ms. ****'s vehicle service contract, ******** **** ****** (***) is the administrator of the 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 referenced in her complaint. 
  
  *** states Ms. ****'s claim was opened and authorized for a window motor failure. Ms. ****'s chosen repair facility is charging over MSRP on parts, and overcharging on labor. *** authorized 1 hour of labor for the repair and 1 hour for diagnosis. This is more than fair. The repair facility reported that they tested every window switch which is pointless and unnecessary as they could simply have verified power is going to the motor from any switch, and if power is present and the motor is not turning then the motor has failed. The repair facility requested over 4 hours for repair and diagnosis. *** paid 2 hours. The out of pockets costs on parts are about 60 dollars. It is not clear where Ms. **** gets the $1200 dollar figure for repair from. Also, the repair facility has not yet provided a final invoice for repair. This claim will be paid upon our receipt of a final invoice by *** from the repair facility.
  

  Ms. **** needs to take the out of pocket issues up with her repair facility. ******** **** ****** has followed the terms of the contract and the claim has been adjudicated correctly. 
  

  Ms. **** has already cancelled her contract. As a courtesy, CarShield will refund her last 6 payments on contract ********** upon execution of a Settlement Agreement and Release. Please respond to this email if Ms. **** wishes to proceed and we will draft the Agreement for her electronic signature. 
  
  Any additional questions regarding this claim should be directed to ******** **** ******. As the contract administrator and the obligated party under the terms of the contract, they will be happy to assist with any additional questions Ms.**** 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: 08/15/2024

  I paid carshield over $3,000 for coverage of my 2016 *** and a 2016 **** explorer the first time I had to use this company took my car to the shop it needed a window motor when the motor is just $900 and after I didn't pay them all this money they didn't want to pay the dealership to fix my window motors and you all closed my case I never accepted for my case to be closed I never had help in getting my money back

  

  Business Response

  Date: 08/15/2024

   

  In our previous response, we offered you a 6 month refund with a signed Settlement Agreement. If you wish to accept that offer, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 08/26/2024

  Car show has never refunded me any of my money like they said in the settlement case I never received not one dime from this company and I am a hard-working elderly woman I live paycheck by paycheck I tried to use this company so I can keep up with a running car so I can get back and forth to work I did not know I was being scammed out of my money and you are being better Business bureau should not let this company scare me out of my heart earned money as well I need all of my money back that this company owes me and I put my trust in my faith into this company 

   

  

  Business Response

  Date: 08/28/2024

   

  As stated in our 2 previous responses, please email ******************************* if you wish to accept our resolution and we will draft the Agreement for your electronic signature.

  Customer Relations