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:07/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car Shield is a SCAM Company, DO NOT USE. I filed for repairs on June 13th. Since then, me & repair facility (******** **** ********** ******* **) has been harassed, lied to, and had my claim denied on false info throughout the duration. ********** CLAIM *******. THEY WILL DO EVERYTHING TO DENY CLAIMS, FIND LOOPHOLES, & IGNORE. The initial repair cost was $800 & was approved. Check engine light stayed on after the initial repair & additional engine repairs are now needed totaling $5,000. They seem to be trying to do everything to avoid this. All repairs fall under policy. This started a process of Car Shield harassing the repair facility multiple times, claiming that they did not receive the photos of the damaged parts, resulting in the dealership having to resend the photos 3/4 times. Then, the adjuster noticed that my vehicle had Uber/Lyft stickers still on my windshield from my time as a rider share driver. I have not been active driver with Uber since October 2021 and not with Lyft since 2019. I was first only asked to provide documentation from Uber proving my active status. I contacted their support and had a document indicating that I have not been an active driver since Oct 30th, 2021. On Fri, July 14th, I was then emailed by an adjuster claiming that my claim was denied and that there was an attempt to contact me asking for the same information from Lyft. This is false/a lie. I took the day off from work & waiting to be contacted regarding the issue and there was no phone call. I then contacted Lyft to request the documentation. They responded by saying they do not provide that type of documentation and to refer to my driving history online. I then went online and took multiple screenshots of my account history/profile showing my inactive status, expired insurance cards & license, last rides completed in 2019, and more, and sent it to Car Sheild. I am not even a resident of NYS anymore. When Car Sheild responded, my claim was denied without review of docs.

  

  Business Response

  Date: 07/25/2023

  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 ***,  after the initial repairs were authorized and completed, your chosen repair facility contacted *** to authorize two additional items.  Your chosen repair facility submitted photos showing your vehicle had 2 rideshare service stickers.  You provided sufficient documentation that you are an inactive rideshare driver since 2021 and your the claim was allowed to move forward by client relations and authorized.  *** reviewed the call where you were advised of the approved additional items after reviewing the documentation and you stated you were pleased with the outcome. 

  ******** **** ****** has authorized $5,411.59 in claims.  You have paid $338.40 into your contract. Given the amount of authorized claims is significantly larger than the amount you have 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 ****************

   

   

• Initial Complaint

  Date:07/20/2023

  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 07/13/23 I left my car at the repair shop that had been fixing the car through Carshield, The car was losing power and it was necessary to open the engine, after open the engine they told me that was necessary replace parts inside and once he submitted the quote to carshield they denied right away, after calling them The adjuster told me that he was going to send a person to the repair shop on 07/17/23 to check the damage, so that he could authorize the repair. No one went to the repair shop and the mechanic has already sent new videos and photos of the damage to the engine. I would like to ask for a visit to the repair shop so that can see the problem with their eyes. I did All preventive maintenance and is up to date.
  Today 07/20/23 somebody from ******** **** ****** told the repair facility that i need to call the customer service and asked to talk with the escalation department, that will be the only way they will send somebody to the shop. Please, I need the car to work and I'm already a week and half without car. I was paid on time the monthly premium and when I need them the most they left... Disappointed with car Shield.

  

  Business Response

  Date: 07/25/2023

  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 was initially denied due to evidence of an improper prior repair. After you disputed that decision, the claim was reconsidered and an inspection was sent. At this time, *** is still awaiting the pending inspection in order to complete the coverage decision.

  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: 08/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I’m still waiting response from the company. They said that is on the legal department and every day that I called them they said that will give an answer on the end of the day. This has been going on since last Friday 07/28/23.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 08/07/2023

   

  *** has reviewed the inspection report for this claim, and at this time the denial due to the failure occurring as a result of an improper prior repair will be upheld. The inspection report clearly shows for the lifters removed from this engine to be the incorrect parts. With this considered, as a resolution, CarShield will refund your 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:07/20/2023

  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.

  Purchased an aftermarket warranty for 2017 **** Edge. The salesman specifically said if it involved motor it would be covered. I have taken vehicle to ***************** (only **** dealership honoring CarShield), and ***************** said I need a new motor. CarShield is denying because they said it is not a lubricated part. Also, when ***************** tried to reach CarShield, it has taken over three weeks and repeated calls to get an Adjuster, who never returned call. Finally they requested a different adjuster, and within just minutes, the claim was rejected. I have now been without a vehicle for over six weeks. I want something done to fix my car, and/or refund of monies I have paid to CarShield. I have also made numerous calls to CarShield and basically they just hang up the phone. The car has only 105K miles.

  

  Business Response

  Date: 07/24/2023

  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 claim decision was correct per the terms of your contract. Your contract does not have coverage for engine block/cylinder head for causes other than internally lubricated part failure. Engine failure is common on these models for manufacturer defect in mating surfaces of engine block causing coolant intrusion into the cylinders this is a non covered failure per terms of the contract. AAS also found excessive labor charges for non verifiable labor and alignment are not covered under the terms of the contract. These would be out of pocket costs to you.

  We see that you have already cancelled your contract. In an effort to resolve this matter, CarShield will refund your last 7 payments upon Excessive labor charges for non verifiable labor and alignment are not covered under the terms of the contract. These would be OOP costs to the CH.

  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: 08/02/2023

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

  Customer Answer

  Date: 09/08/2023

  We have not received the payments from Carshield.

  Customer Answer

  Date: 09/20/2023

  I have still not received my 7 payment refund from Carshield.  I just want my $699.44.

  

  Business Response

  Date: 09/20/2023

   

  Thanks for reaching out to us again. 

  In our response to your BBB complaint, we asked that you please email ******************************* to confirm you agreed with our offered resolution. We never received that email and your Settlement Agreement was not drafted.  Please allow 10 days to draft the Agreement and we will email it to you for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 09/20/2023

  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.   This information was completed once before but we never heard anything after that.  

  
  
  ******************************* And ***************************

• Initial Complaint

  Date:07/20/2023

  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 a membership fee of 109.99/month and when I needed to get repairs done to my vehicle, CarShield found some excuse not to pay for them. On 7/5/23 I had to pay $611.93 (of which around $400.00 was for my Air Conditioning system in my Vehicle). According to CarShield, nothing was covered. Then, on 7/19/22, I had to pay $4,103.34 OUT OF POCKET for a replacement engine because CarShield made up excuses (one set to me and another set of excuses to my mechanic), using bits and pieces of the contract that alone did not apply. CarShield told me that my mechanic said my engine wasn't properly maintained, but when I spoke to my mechanic, he said they just asked him a bunch of odd questions that had nothing to do with the repairs needed. CarShield refused to pay anything (even after I called them twice about this). Their commercials are VERY misleading and they won't pay anything if they can get out of it. Since I have had them (2+ years), they have only partially paid for a couple of towing incidents. I want my money back.

  

  Business Response

  Date: 07/25/2023

  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 denial of claim was due to the cause of failure being valve seats which are not listed for coverage under your contract terms.  Your chosen repair facility then called AAS back to report while during disassembly and for repairs you approved (AAS did not approve the repairs) they had broken head bolts and observed over heating. They also found caked/burned oil conditions which is considered lack of maintenance evidence and your vehicle was driven in, not towed which is also considered continued operation of the vehicle.  Your claim adjudicated correctly. Your contract clearly states you must have authorization for any repairs to be performed. The contract also state overheating, lack of maintenance and continued operation are specifically not listed for coverage.  We have attached a copy of your contract for your review. We encourage you to review the terms and conditions for a better understanding of the reason AAS stands behind their denial. 

  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. 

  As a courtesy,CarShield will refund your last 12 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-*********.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: 07/25/2023

  Complaint: 20351143
  
  I am rejecting this response because: They are lying!
  

  My mechanic told me that during his conversations with Car Shield, the rep kept asking questions that had nothing to do with the malfunctions.  He said it seemed like Car Shield was searching for an excuse to deny the claim.  My vehicle WAS well maintained (not lacking maintenance).  My engine had over 155K miles on it.  The "gunk" around the seals was a result of the mechanical failure of the engine, not lack of maintenance.  My mechanic said that is a result of the Head blowing. The rep (according to my mechanic) was constantly looking for any excuse to deny the claim, which is likely what they do to most people.  I would say that Car Shield doesn't pay on any repairs over a couple of hundred dollars (especially after my conversations with them).  They don't mind collecting the monthly premium (mine was $109.99/month), though.  I guess that is how they make their money...by not paying out on claims.  What Car Shield claims is NOT what my mechanic said, but words twisted to the advantage of Car Shield.  If you look at the contract close enough, you'd see that they can jumble anything together in order to not have to pay a claim.

  This is the most dishonest company I have ever dealt with and I'm thinking that I should discuss this with legal counsel to at least get part of my money back.  It's all a scam.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/26/2023

  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 wish to accept our offer of a refund of 12 monthly payments, please email ******************************* and we will draft the Settlement Agreement and Release for your signature. 
  

  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: 07/28/2023

  Complaint: 20351143
  
  I am rejecting this response because:
  

  As I previously mentioned, your staff twisted my mechanics words in order to fit the exclusions in my contract...so you wouldn't have to pay the claim.

  I propose, in addition to 1 year's refund of the policy premium = $1,319.88, just under half of the amount I had to pay for a new engine = $2,000.00... making the ***** REFUND $3,319.88 and immediate cancellation of my policy upon completion of the settlement issuance.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/28/2023

   

  CarShield is wiling to settle this matter for the amount ****************** has requested. Please notify ****************** and we will draft the Settlement Agreement and Release for her electronic signature. 

  Thanks

  Customer Answer

  Date: 08/01/2023

  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:07/19/2023

  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.

  This company is absolutely 100% not good. I have been fighting with them for the past few days in regards to my contract stating that I have two months within the time of purchase of vehicle to register. in the contract 29C it says that I have verbatim 2 months to legally by state law register vehicle. I have been denied by the same adjuster, does not want to abide by my contract and is willing to go to lengths to deny my claim. Once again, I have even provided all of my documents from my bill of sales from when I purchased the car and my current registration which I received in the mail July 13 in my contract once again it says I have 2 months from the time that I receive my registration. It will be a month and 59 days so I am still within my contract per agreement ******************** doesn't seem to want to abide by its own contract and I encourage everyone not to get with this company or a car shield At all My contract number is **********. I would like for them to fix my car.

  

  Business Response

  Date: 07/24/2023

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

• Initial Complaint

  Date:07/19/2023

  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.

  Repair problem

  My motor went out in my 2013 Ford Taurus and I took my car to the shop and my mechanic told me that I needed a motor. My claim number is ********

  

  Business Response

  Date: 07/19/2023

   

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

  We
  look forward to hearing from you.
  

  Customer
  Relations

  Customer Answer

  Date: 08/03/2023

  So I called Carshield because I was going to do a claim on the car and they said the mechanic would have to do the claim.  So I called him and gave him the number, the contract number to the mechanic in order to get the motor in.  Carshield told the mechanic no and Carshield wanted him to put a water pump on my car.  I did not even make the claim.  The rep at Carshield had to make the claim.  

  

  Business Response

  Date: 08/15/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. 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 was driven in and not towed with active DTC for timing codes and overheat condition due to water pump failure. This would be continued operation per terms of the contract and would limit coverage to initial cause of failure of the water pump that was correctly authorized as a credit towards engine repairs.

  ******** **** ****** has authorized $1,174.27 in claims on your behalf. You have made 4 payments on your contract. Due the amount in claims authorized being almost double what you have 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: 08/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  My mechanic informed me that it does not need a water pump, my car needs a motor.  There is no sense in putting a water pump on a car that needs a motor. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  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 ###-###-####, by mail at **** **** ***** **** **** ********* *** ****** by email at ********************************** or see
  Section M, Dispute Resolutions, of your contract. 

  Customer Relations

  Customer Answer

  Date: 08/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  They are basically saying that I drove the car to the mechanic shop which is not true. I had the car towed on 06/08/2023. The documents are attached to this complaint that is proof showing that I had the car towed.  I need a motor.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  ****** ********

• Initial Complaint

  Date:07/19/2023

  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.

  This concerns Carshield they refused my claim stated they contacted carfax and claim that I have a branded title.But my title isnt branded and I have a clear title.And they also wont refund my monthly payments that were paid.

  

  Business Response

  Date: 07/21/2023

  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.

  Per *** your claim was opened for engine failure. After reviewing photos of vehicle that were provided by the repair shop, as well as a Carfax that was pulled shows that your vehicle had been declared a total loss under a previous owner. The issue was a timing cover gasket which likely would have been approved had the vehicle not had a branded title. Since your vehicle is not eligible for coverage CarShield will refund you in full upon execution of signed settlement agreement 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:07/18/2023

  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 car shield on 2 cars and mine broke down and I had to have it fixed and they would not pay for the new parts they wanted to put old parts on my and that is not what it says on the tv or online or in the information they send you all the parts I had to have for my car was covered and they said that they wasn't going to pay for the new part when I says it in the book they sent that the new part was covered and that I only have to pay $100 for any repairs but I had to pay for it I had to pay $390 when it says I don't have to pay anything but the deductible and it says they pay for the rental car I had to get and they didn't pay for that either so they are false advertising so they need to reimburse me for what I have paid them to cover my car I have paid around $1000 so far and I will be canceling it

  

  Business Response

  Date: 07/20/2023

  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.

  Per your administrator *** your claim was adjudicated correctly per terms of the contract. The out of pocket costs are associated with repair facility not allowing shipped in parts. *** states you were aware of the out of pocket expenses when the repair was authorized. *** has authorized $772.15 towards the claim. Since we have paid out more in claims than has been paid into the contract there will be no further amount paid out nor refunded. 

  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:07/18/2023

  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 JUNE 15,2023 CarShield authorized repair of the differential on my 2002 Isuzu Trooper at ******* and I was assured that Car Shield would cover a rental auto. Car Shield required photos of the differential and had an adjuster examine the differential on JULY 10, 2023. CarShield sent a junkyard part to the ******* Master Mechanic on JULY 12 who determined that the part was unusable. Car Shield will not authorize a new differential and are trying to locate another used part for the repair. Car Shield has now informed me that it is not responsible for a rental car for a job under 4.0 HRS. So far the repair is 33 DAYS and counting. I need the assurance of the covered auto rental.

  

  Business Response

  Date: 07/21/2023

  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. ******** **** ****** has informed us they will be
  reaching out to you regarding this matter shortly. 

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

  Customer Relations

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

• Initial Complaint

  Date:07/18/2023

  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 CarShield in in February 2023 and make monthly payments. I decided to cancel my policy because I never used it. I called CarShield on 7/18/23 to cancel and the manager refused. He said I am on a monthly billing cycle and I need to enroll in another program to cancel to receive a full refund. I told him I don't want to enroll in another program just to cancel.
  
  I kept telling him I never used this service and I don't want them taking any more money out of my account. He still refused and said he will bill me next month. I asked to speak to someone else and he refused stating he is the highest rank on the floor.
  
  I advised I will notify my bank since he is refusing to cancel my policy.

  

  Business Response

  Date: 07/18/2023

   

  Thank you for bringing this to our attention. 

  CarShield has no record of your call today requesting to cancel to your contract. We have cancelled your contract and we will refund your last payment as a courtesy. 

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