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:07/26/2023

  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.

  On July 7th I submitted my claim to the Car shield for repair. I was told to take my car to a repair shop in Delaware for diagnosis. The diagnosis was completed on July 12 at which time I was informed that A claim adjuster was going to call me within 24 hours to discuss repair options. Since then, today is 7/26/2023 I have not heard back from them. I have called several times each time they tell me that they will escalate the claim, and someone will get back to me. Up to date I have not heard from them. My car is currently sitting at the repair shop being dismantled. I need your agency to please assist me with redressing my problem. Additionally, I was promised a rental car, while my car is being serviced, which has not happened yet. I am spending 55 a day on car rental to get to and from work. I cannot sustain this extra expense. I am current with my car shield payment with no issues. Here is my claim number ********* ***** **** ******** **** ***** ***** * ********** *** ****** * ******** *************

  

  Business Response

  Date: 07/31/2023

  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 reviewed your claim and has requested via email that you submit any proof that repairs were made to the vehicle prior to purchasing the vehicle service contract or during the waiting period that would have remedied the engine knocking that was known to be present in the engine as noted on the on 6/3/2023 service record. If you cannot provide that proof, the claim will be denied for the timing component failure being Pre-Existing. 

  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.  If you wish to cancel your contract, CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** 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:07/26/2023

  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.

  For about 3 months a 2017 auto would not go into park to start. We forced it into the park enough to get it to the dealer. CarShield told the dealer they would pay for the repair if they would use cheap parts.
  The dealer refused to use cheap parts for the repair. I had to pay out of my pocket $1980.00.
  I have tried to get CarShield to reimburse me with no luck. I filed with Ohio AG's Ofc. & CarShield said they would reimburse me the $1980.00 but they haven't. They have given me 2 different men's names & phone #'s to talk to about my reimbursement & neither can be found.
  I call everyday & get nowhere.

  

  Business Response

  Date: 07/31/2023

  As noted on the first three pages of your 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 your complaint. 
  
  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. Neither you or your chosen repair facility followed the claims process for verification and sourcing.  The repairs were completed 2 days after the claim was called in.  Your contract clearly states all claims must have prior authorization before repairs start. Your contract liability would have been $882.69 if the claims process was followed which would have left an out of pocket cost of $1,097.31. 
  
  If you have any additional questions regarding your claim, you should contact *** directly at ###-###-####. As your contract administrator and the obligated party under the terms, they will be happy to answer any questions you may still have. 

  As a resolution, CarShield offers a settlement of $900.00 upon execution of a Settlement Agreement and Release.  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:07/26/2023

  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 was sold a warranty/policy on 1/17/2023 starting that I had power train coverage on my vehicle. I was sent paper work in a package a month later with all of the fine print after I paid for the policy. Now that I'm having car trouble I'm being told that the coverage does not cover the main (main moving mechanical parts) of the motor. Which was not stated when I bought the coverage and now it's leaving me with stuck with a 3k bill. I've payed 1,200 dollars towards this policy done it started in bills. I feel like was coerced into this under false intentions

  

  Business Response

  Date: 07/27/2023

  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 a claim decision has not been made because your chosen repair facility has not shown verification of failure.  Your repair facility reported the cause of failure as burnt exhaust valves which would be a non covered failure per the contract terms.  Your claim decision has been escalated and will be reviewed pending the outcome of the inspection review.  There is also concern of continued operation as your vehicle was driven in for repairs with active DTC that may limit coverage provided under your contract terms. 

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

   

  Customer Answer

  Date: 07/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Initial conversation of starting the policy I was sold/ told I had a power train warranty. And also within several conversations with carshield and *** I was also told that the it should be covered as long as it had nothing to do with oil consumption. I didn't receive the contract until a week or two after the policy started. I was told the engine would be covered and that's why I paid for it in the first place. If this company had explained or told me none of the major parts within the motor would not be covered I would have never started it. I'm pretty sure the conversations were recorded. I feel swindled out of my money and it's not right. The least that could be done is pay half the bill. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 07/28/2023

  As stated in our previous response,
  ******** **** ****** is the administrator of your contract and has full authority
  over repair procedures, approvals, denials and payments.  If you wish to
  dispute a decision made by ******** **** ****** you will need to contact them
  directly at ###-###-####, by mail at **** **** ***** **** **** ********* *** *****, by email at ********************************** or see Section M,
  Dispute Resolutions, of your contract. 

  Since CarShield can not make decisions regarding your claim, our only offered resolution is a full refund of all monies paid. This would stop the claim from moving forward and cancel your contract. . 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: 07/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Look I could accept this being my fault if I was able to see and read a contract before purchase but that was not the case at all. And when I set this policy up I called carshield and set this up not ******** **** ******. I was told I was buying a power train policy that covers the engine PERIOD and that's all I was told. And that's why I purchased it. And then I was told as long as it didn't have anything to do with oil consumption or piston rings the repair should be covered. And that's why I agreed to the tear down. And now you saying the money I've put in can't be used and I can't get help so I'm just stuck with all of this is ridiculous 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 07/31/2023

  We have reviewed the sales call during which the sales representative verified your email address to receive your contract. He also asked if you wanted him to wait on the line to confirm you received the contract through email. You chose not to wait on the line and CarShield could only assume you received the email since we never received an additional request for a copy of the contract after the sale date. Although the sales representative also told you in the recorded call that your administrator is Liberty STF, Inc, we do apologize for the confusion.  The information regarding your administrator can be found on the 3rd page of your contract. We have attached a copy of your contract for your convenience and review. 

  It has been explained that CarShield can only offer a full refund as resolution. If you want any other resolution than the full refund offered you MUST CONTACT Liberty STF, Inc since they are the contract administrator. They can be reached at ###-###-####. 

  Again, we do apologize for the confusion of your contract administrator and we are more than willing to help in any way we can but we can not change claim decisions or adjudicate claims. If you chose not to move forward with a full refund there is nothing further CarShield can do to assist you.  

  Customer Relations

   

  Customer Answer

  Date: 08/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  By full refund are you meaning all monthly payments paid?
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 08/02/2023

  I wish to move forward with full refund

• Initial Complaint

  Date:07/26/2023

  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.

  On or around 6/1/23 I signed up for Car Shield insurance very hesitant about it because of all the bad things I hear. I signed up 4-5 cars of mine on or around same time.
  
  Unfortunately I had to file a claim on one of my vehicles 2015 Audi A8. Which mines you still drives pretty good until the check engine light came on in July. By this time I have already passed CS’s grace period 25 days and 500 miles. I did over 500 miles.
  
  Took car to a mechanic and they said it was the engine… here comes the issue with car shield and things I hear everyone says “They not going to cover it, I bet you!” Well my friend were right after the car has sat at the shop almost a month now they came to the determination to decline claim because it was inside the grace period which is absolutely incorrect I even sent service records showing the Mileage around the time i signed up for coverage then they say that they calculated their own mileage (wait WHAT) not fair at all especially when they are covering several of my other cars i own. I’m planning to go to the news with this along with others and mechanic shops who have to sit with people cars whose not getting covered. I’m fed up and the world needs the truth.

  

  Business Response

  Date: 07/31/2023

  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 is currently denied due to evidence that the vehicle has not yet satisfied the waiting period for coverage on this contract. Upon claim start, the reported current mileage was beyond the original inception mileage. *** notified you of this, you provided a service record to have the inception mileage corrected.

  Following the correction, the current mileage remained within the waiting period for coverage on the contract upholding the denial. Upon my review of the Carfax for this vehicle, I can confirm that the originally reported inception mileage was inaccurate, however the calculated correction based on the record you supplied was also inaccurate. As the Carfax indicates on 5/15/2023 for the vehicle to have failed an emissions inspection at 116,184 miles.  There is no possible way this contract can have an inception mileage of 115,999 on 6/1/2023. When preforming an inception mileage correction based on the information from the Carfax, the updated inception mileage is 116,237 keeping the current failure within the waiting period. With this considered, the current decision of denial is correct per the terms of the contract and will be upheld.

  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

  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:07/25/2023

  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.

  Aug 21st 2022, I purchased 2 coverage plans from CarShield. 1 for a 2006 ***** Trailblazer 0 (Powertrain Contract # MRF4308291) and 1 for a 2009 Chrysler Sebring (PowerTrain Gold Contract #MRF4308285). Last week I had to put the trailblazer in because it was stuttering and had no power. They thought it was the fuel injectors because of the codes. They found that the wiring to the fuel injectors had been damaged and had to be repaired to test the fuel injectors. The mechanic contacted CarShield and they were told that the claim was denied, The adjuster contacted me and told me it was a covered part but because if was damaged by an animal they wouldn't cover it, I paid $436 for that repair. Today i took. my Chrysler Sebring in because during an oil change inspection they told me that my right front lower ball joint was loose. I took it the same ASE certified mechanic and when they contacted CarShield the estimate was that both lower ball joints need replaced and and alignment after. CarShield denied the claim, the Ball joints they said were not listed on my contract so they were not covered. I purchased the PowerTrain Gold package that Covered these components; Engine Transmission Cooling System Transfer Unit (4x4) Drive Axle Air Conditioning Fuel System ************************************** Seals and Gaskets. How does something as common as a ball joint not get included on a Gold Powertrain plan. I paid $690 to get my car fixed for this repair. They are misleading and do not stand behind what they say they will cover, i have paid them $2399.76 and want a refund for the entire amount, and I want them to update their agreements to list all the parts that should be listed. Not listing a part that is part of the PowerTrain is deliberately misleading. I am a USAF Veteran, it's sad that Carshield would take advantage of trusting people. I will file a complaint with the Attorney general of ******* and the ************************ if this isn't rectified.

  

  Business Response

  Date: 07/26/2023

  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. AAS has determined the coverage decisions were correct on both of your contracts. There is no coverage for wiring harnesses on contract MRF4308291.  There is also an exclusion for damage caused by animals but the part damaged by animals is not list for coverage anyway. There would be no coverage for ball joints or alignment on contract MRF4308285 per terms of the contract. A list of covered components can be found in Section B of both contracts which we have attached for convenience. 

  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. 

  Although there is no refund due after the first 30 days of purchase of the contract, CarShield will refund your last 4 payments on both contracts (MRF4308291 & MRF4308285) 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-*********.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: 07/27/2023

  I don't accept their offer.  My Powertrain Gold contract sent by CarShield is general and in a format that is misleading using phrases like " All internally lubricated and moving components within the Engine', " All internally lubricated and moving parts within the Transmission Housing to include all...",  "All internally lubricated parts of the vehicle manufacturer installed Turbocharger or Supercharger.", "Radiator, Water Pump; Water Pump Gasket; Water ******************** ******** Water Pump(s); Boost Pump(s); Heater Core; Belt Tensioner. Coolant when required for a repair of a COVERED PART.", "All internally lubricated parts within the Transfer Unit to include Gears, Hubs, Shafts, Bearings, Bushings, Collars, Forks, Pump, Wet Clutch, Synchronizer or Output Flange/Yoke. Transfer Unit Seals and Gaskets",  "All internally lubricated parts contained within the Drive Axle Housings to include Ring/Pinion Gears, Differential Carrier, Axle Shafts, Bearings, Bushings, and Mechanical Locking Mechanisms. Axle/Differential Housing; Seals and Gaskets. Drive Shaft; Universal Joints; ****************** Support Bearing; Half Shafts; CV Joints; CV Boots; Driveshaft/Pinion Yokes/Flanges; Switches, Sensors, Actuators, and Modules Related to Control of the Axle(s); Locking Hubs. Fluids" and this all sounds great to someone who isn't a mechanic" but when you call into check the status of a claim you are referred to AAScoverage,com and you are shown this contract with specific part breakdowns and if it is covered or not.  Had I been given this I would have cancelled my contract within 30 days.  Addtionally they look for reasons to deny your claim.  I cannot find the paperwork Carshield sent me when i started the contract but I don't believe it included their General Exclusions because after reading that I would have immediately cancelled the contract because it is set up to deny any claims opened; "1.   BREAKDOWNS due to gradual loss of performance and resulting from normal operation and use (due to VEHICLE mileage and/or age) unless worn beyond manufacture tolerance, including, but not limited to: valve guides, valves, piston rings, transmission clutch pack discs and bands.you are in an accident", "1.   Repairs resulting from improper or incomplete prior repairs or diagnosis.", "If the VEHICLE has been used for racing, racetrack driving, or off-road driving, during or prior to the purchase of this CONTRACT, whether known to YOU or not", and  " 1.   BREAKDOWNS caused by external causes and acts of nature including, but not limited to: collision, road hazards, vandalism, theft, fire, earthquake, tornado, flood, hurricane, lightning, rust, freezing, explosion, smoke, riot, act of war, act of terrorism, any type of animal or insect."  What vehicle repair doesn't fall under one of these General Exclusions.  The Carshield contract is duplicitous and misleading compared to what their Claims Adjuster approves or denies off of which is very detailed    

  Customer Answer

  Date: 07/27/2023

  Complaint: 20376865
  
  I am rejecting this response because the CarShield contract is misleading and duplicitous using phrases like " All internally lubricated and moving parts within the Transmission Housing", "All internally lubricated and moving components within the Engine", "All internally lubricated parts within the Transfer Unit to include..." but when you call in for a claim status you are referred to AASCoverage.com which is very specific list of what is covered and I don't believe matches that CarShield states in their paragragh format.  I don't believe i was ever given a copy fo the general exclusions in my original paperwork and every time I tried to download my contract from their App whether on a computer, phone, or anything else the files was always corrupted and couldn't be opened.  I was only just emailed a copy last week after the first denial.  The exclusions are set to deny any claim that is  caused by one of the following; acts of god, they don't cover if a covered part is damaged by a noncovered part, if you hit a pot hole, if you were in an accident, if your vehicle was used for rideshare, offstreat racing even if you didn't' know it, they even deny if a BREAKDOWNS due to gradual loss of performance and resulting from normal operation and use (due to VEHICLE mileage and/or age) unless worn beyond manufacture tolerance to which they are the judges of.  Their isn't any repair that they couldn't fit under one of these general exclusions to deny a claim.  I am still requesting a full refund because what they advertise on TV doesn't match what they do.  i could have saved my $2400 and been better prepared for these repair then having to take out a loan to cover the repairs because CarShield won't. 

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

  

  Business Response

  Date: 07/28/2023

  Thanks for reaching out again. 

  We reviewed the recorded sales call and you confirmed you received the emails containing both vehicle service contracts at the end of the call. There are no calls after the initial sale date where you requested a copy of the contracts or notified us that you were unable to open the contracts to review them. There is no way CarShield would have known you couldn't open the emails to see the contracts unless you called us.   It was only after a claim was denied you notified us that you couldn't open the contracts. 

  CarShield has in no way violated the terms of the contract. CarShield gives all customer a 30 day review period for the exact reason of your complaint. It gives our customers ample time to review the terms and conditions of the contract/covered components and cancel with a full refund if they choose not to keep coverage. Our refund offer was more than generous as CarShield has no contractual obligation to refund any payments after the first 30 days of purchase. We would consider a full refund closer to the purchase date but it has been a year since purchase. As a courtesy and in an effort to resolve this matter, CarShield will offer to refund 8 payments on each contract with a signed Settlement Agreement.  Please email ******************************* to confirm you accept and we will draft and send the Agreement for your electronic signature. 

  Customer Relations

   

  Customer Answer

  Date: 07/28/2023

  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:07/25/2023

  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 was denied coverage for repair work on my car. Car shield adjuster said that they did not cover repair for an evaporator core hose. The repair was not for that but for the replacement of three o-rings and new refridgerant for my air conditioner. I paid cost of repair $562. ****** Frontier with ****** miles. TV ads are misleading. Everyone happy unless they find a small part that is not covered Why not covered. Only ****** miles on car. I have had policy for over a year and pay $119.00 month. They would not set up claim since coverage denied. They were professional but I think not having this covered is simply not right. To many exclusions for average person to understand. Thanks *******************

  

  Business Response

  Date: 07/27/2023

  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, the interaction and contract notes, it appears that on 7/24/2023 your chosen repair facility called AAS to start a claim and was denied due to the failed component not being listed for coverage.  AAS has reviewed this denial and has tried to reach out to you by both phone and email to request to review the now completed repairs for any potential coverage that *** have been missed originally. 

  Please contact AAS at ************ at your earliest convenience as your earliest convenience and reference your contract number. 

  Customer Relations

  CarShield 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: 08/19/2023

  The complaint was professionally and satisfactorally resolved.

• Initial Complaint

  Date:07/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a stage 4 cancer patient and car shield sold. Me 3 policies when my 2010 keep patriot transmission broke down they took a month to decline it . She n the policy was purchased they estimated the mileage the next day I noticed it was incorrect and called and uptight they said I was call set apparently not American auto shield the administrator for car shield said it was not updated they are a fraud

  

  Business Response

  Date: 07/28/2023

  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. *** states your claim is currently denied due to the failure occurring within the waiting period for coverage by mileage. Upon claim start, the claim was immediately denied due to our database showing for the vehicle to be within the waiting period, however it was determined that at the time with the originally reported inception mileage this was a glitch of some sort and the claim was directed to move forward. Near the end of the claim process, a Carfax PPI report was pulled, and it was revealed that the originally reported inception mileage was incorrect/misrepresented. Once the inception mileage was updated based on the information provided on the Carfax, the claim was promptly denied as it was clear that the vehicle is still within the waiting period by mileage. Upon ***' review of the Carfax and current mileage, *** can confirm for this to be accurate, as the last reported mileage prior to contract inception was dated 5/30/2023 at 154,731 miles. As this contract was purchased on 6/4/2023, it is impossible for the inception mileage to be any less than 154,731 miles. As the current mileage is verified to be 154,743 miles per the photos from your chosen repair facility, it is verified that the vehicle has elapsed 12 miles since inception, meaning the waiting period is still in effect by mileage. With this considered, the current denial is correct per the terms of the contract and will stand.

  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:07/25/2023

  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 Dec. 2021, I bought a coverage package for my 2014 Silverado 4x4. When I called the number off the tv, the rep was only concerned with the mileage on the vehicle. He said I had to be under 150,000 miles to get the most coverage. He said great, gave me the premium and said I was covered. He told me my deductible was $200. They never mailed me a copy of the contract. In February, I bought a policy for my wife's car, 2007 Chevy Cobalt. She had 149,121 miles on her car. She got a plan that was better than mine. Her plan has $100 deductible and covers engine, transmission, cooling system, drive axle, ac, power windows, seals and gaskets. I never missed a premium and never had a problem. Couple days ago, we had a problem with the Cobalt. The shop said because it was an emission's problem, the emission's tube was bad. So he said did they offer you an emissions addendum and I said no it was never discussed. The person I had on the phone used to work for Carshield and gave me a lot of information on them. The Carshield's rep didn't tell me about the packages. She told me they put in the problem and it kicks out what Carshield will cover. I told her what she keeps telling me doesn't make sense to me. It seemed the salesperson was just trying to make the sale. The rep basically wanted me to say yes to buy the package and sold me something I didn't want to get. I mentioned the windows, motors, etc. and never mentioned that the plan didn't cover this. Now when I talk to the Carshield rep she takes an attitude of screw you. I am going to pursue another warranty company.
  
  I want them to step up and do the right thing, fix my car and I want the same coverage plan as my wife's coverage.

  

  Business Response

  Date: 07/26/2023

  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. 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.  All CarShield contracts come with a 30 day review period giving our customers ample time to review coverage and ask any necessary questions during the contract period.  The recorded sales call was also reviewed and you were advised of the contract you already had on 1st vehicle and were given the option for a contract on 2nd vehicle so you would have been aware of the differences in the contracts issued for both.  You were advised correctly of coverage terms of the contracts for both vehicles and the deductibles associated with both.

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

• Initial Complaint

  Date:07/25/2023

  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 check engine light came on and the mechanic said that CarShield told him to go ahead and use his parts to fix half of my engine and they would cover the rest. So the mechanic that was approved by Carshield did what they said. However after waiting for my car to get fixed and taking an Uber for 2 months. When I finally received my car back it immediately started having the same issue.  I called the mechanic and he told me what Carshield had told him and he said he agreed because he wasn't going to say no to the check he was promised from CarShield.  I immediately called CarShield and they told me that my claim was denied because the mechanic used his own parts to repair the engine and so they are not liable to honor the warranty I have with them.  CarShield has been extremely deceitful.  They never told me the mechanic was not approved and that I would be liable for the repair.  If I had been told this I would have taken my car to a mechanic they approved.  They intentionally had my car fixed so they could claim they were not liable and stick me with the bill.  Now my car is again in the shop and CarShield refuses to honor their promise.     They are misleading I am a customer and I have a warranty that I have paid on time every month. They waited until the damage was done before telling me what they should have told me before they told the mechanic to fix my engine. Its clear they are they are trying to cover up their mistake.  They paid the mechanic and made a deal with him while and I am still paying them for a car warranty they haven't honored all while my car is still in the shop.

  

  Business Response

  Date: 07/27/2023

  Thank
  you for bringing this to our attention.

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

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

  Customer Relations

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

  Customer Answer

  Date: 08/01/2023

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

  I feel that CarShield is using a bait and switch tactic.  I signed up with CarShield.  All I want is for my car to be fixed.  This is misleading that CarShield is my insurance company and ******** **** ****** handles the claims.  This should be told to the customers of CarShield.  They are not doing anything and this is not right.  I just want my car fixed, that's all I want.  I called them this morning, left a voicemail and still waiting for ***** ****** to call me back.

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

• Initial Complaint

  Date:07/25/2023

  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.

  CarShield took payments for almost a year and gave me the run around when needing my car repaired. CarShield also altered enrollment dates several times to interfere with my coverage. The most disrespectful company I have ever worked with period. I bought my car and May 2022 and CarShield would not send me a working link to the full detailed contract. CarShield gave me nothing but the run around when my transmission went out and requested an unreasonable demand to have it repaired. The mechanic advised swapping the transmission which was only a $2k cost while CarShield tried to force the mechanic to tear apart the transmission even after he said it was not wise as the certified expert on the matter. CarShield then refused to help me find any available shop to meet their requests. They were asking for an inspection that costs more than the repair and threatening I would have to pay it out of pocket. CarShied is a scam and only spends money on false advertisement and endorsements. They do everything possible to not repair your car. I drive a 2009 Range Rover which is now unable to be driven after CarShied led me to falsely believe it was an under warranty. CarShield also has led me to homelessness as I had to sleep in my car and had no where to sleep after it was disabled. They gave me the run around for months while I spent thousands of dollars on AirBnbs. I have receipts.

  

  Business Response

  Date: 07/27/2023

  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 stated your claim is currently denied due to evidence that the current failure is pre existing to the current contract. Initially, the claim failed to be opened due to your chosen repair facility not having a conclusive diagnosis of the cause of failure or being able to perform RDI to reveal such.

  After this issue was rectified, the claim, your vehicle, and your contract were reviewed for any issues needed to move forward. This review revealed a previous CarShield contract ********** which had expired due to non payment. The time elapsed between this non payment and satisfaction of payment was beyond the point in which the previous contract could be reinstated, therefore this new contract was created. The previous contract provided a tow via roadside to your residence on 10/29/2022, and then you attempted to have the vehicle towed on 12/14/2022 for no movement. *** advised you that you must prove for that failure to have been corrected around that date for this current claim to be considered for coverage, but you were unable to do so. Without proof of this repair, the evidence *** has on file suggests the failure to be pre existing to the current contract coverage period and this denial will stand.

  As a resolution, CarShield will refund 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 **********************