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:08/22/2025

  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.

  Took my vehicle in on August 11, 2025 to repair shop. Where they called Car Shield and was told an adjuster would sent out. Keep in mind I needed a car to go to work. On August 12, 2025 I rented a car. The adjuster did not show up at repair facility until August *******. Having to allow adjuster time to process paperwork and Car Shield to review adjuster information it was August *******. By this date I reached the maximum days a (7) for Car Shield policy. Still I need a car to get to work. To date (8/22/2025) repair facility and Car Shield are playing my version of telephone tag.Under the policy they would not approve additional car rental days.4 days wasted waiting on adjuster 1. day processing time for adjuster to submit paper work (Monday).1 day for Car Shield to review paperwork (Tuesday)Now standing at 4 days of telephone tag.When I spoke with repair facility (Thursday) they estimated my car would be repaired by Tuesday or Wednesday next week (August 26 or 27th 2025). Assuming repair facility and Car Shield hook up today (8/22/2025). I still need a car to get to work.All Im asking is for Car Shield to allow reimbursement for another 7 days assuming my car is ready as planned. Right now Im out $350 for a car rental. Ive been a Car Shield customer for about 3 years now. This is the 2nd claim.

  

  Business Response

  Date: 08/25/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your claim was started for transmission pan, differential cover seal, pinion seal, and axle seal leaks was on 8/11/25 and an inspection was requested that same day. The inspection was submitted for review to *** on Friday, 8/15/25 at 8:22PM. The inspection was reviewed on the next Monday, 8/18/25.  You were contacted on 8/19/25 regarding out of pocket costs but did not respond until the following day.

  Your repair facility was initially contacted on 8/20/25 for authorization information but they didn't response until the following day. An authorization for the claim was made to your repair facility in the amount of $669.85 and will be paid to once ******************** receives a signed, final invoice from your repair facility. Our notes indicate you have already been reimbursed for the rental charges for 8/12 and returned it on 8/19. The terms and conditions of the contract only allow for seven days of rental for this type of repair. No changes will be made to the claim.

  However, a s courtesy and in consideration of the time you have been a CarShield customer, we will reimburse your out of pocket rental costs.  You will receive the reimbursement by check in the next 7-10 days. 

  Thank you for being a CarShield customer. 

  Customer Relations

   

• Initial Complaint

  Date:08/21/2025

  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 requested for Carshield to cancel my policy via email. I noted in the letter that I do not have the card that was on file with Carshield and to request for an alternative method to refund me. Later, I contacted CarShield and they told me that they sent the refund to the card on file, which I had previously stated for them to not do. At first, they informed me that I would have to talk with the former issuer of the card, so it is out of their hands. At another instance, they forwarded me to several people in the department to try and resolve it, but still no resolution. I find this to be unacceptable as I had stated for them to not use the card they had on file to refund me, and they still had done so. Policy Cancellation #: ABF-*******

  

  Business Response

  Date: 08/21/2025

  Mr. ********, 

  We do apologize for the confusion on the refund method that was used. 

  The legal department reviewed this matter with the accounting department and unfortunately we can not retract the payment that you was sent to the card on file. We have attached a screen shot of the Transaction ID and Authorization Code that you can reference in your call to your financial institution. 

  Again, we do apologize for the aggravation and confusion but since we cant retract the payment, we can't issue another refund. 

  Customer Relations

• Initial Complaint

  Date:08/21/2025

  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.

  8/20/25 and 8/21/25. Representatives refused to cancel warranty. No confirmation of cancellation email was sent .

  

  Business Response

  Date: 08/27/2025

   

  Your contract was cancelled as requested on 8/20/25.  The cancellation email was send to the email on file. 

  Please allow this response as confirmation the contract has been cancelled and no further payments will be taken. 

  Customer Relations

• Initial Complaint

  Date:08/21/2025

  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.

  They took a lot of money from me for car H31**303835363538**38H coverage. Now they are not covering my car repairs because I didn&#**;t read the fine print. I want them to do what they said they were going to cover for my car repairs, if the engine needs to be replaced, I want them to cover it.

  

  Business Response

  Date: 08/22/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle was towed into the repair facility due to overheating concerns and the engine shut off. Your repair facility called ******************** stating there is a head gasket failure, and low coolant, recommending engine replacement. Your contract coverages only include engine replacement if the engine block and cylinder heads are damaged by internally lubricated components within the engine as well as gasket coverages only apply in conjunction with a covered repair. 

   Given the length of time you have been a CarShield customer, ********************** will issue a one time payment in the amount of $3000.00 with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 09/11/2025

  This is in response to your letter:

  I appreciate your last response to my phone call about "Carshield" stealing my money for approx. 5 years at $109.99 a month I paid them!

  1.  Fact Total $6,059.04 I Paid Carshield.

  These are the facts:

  2.  There has been two class action suits against "Carshield" and settlements at $10 million granted twice and an open suit pending!!

  3.  This one and only claim I made for them to cover upon my coverage with "Carshield" which was denied!

  Totaling $10,213.63

  I have paid out of pocket!

  4.  Not to mention no vehicle for duration of means to come up with cash to fix vehicle and stress at 81 years old on a fixed income. 

  I am assuming the amount you offered is based on not having all of the information. 

  So I am sending you all of it so yo can better adjust the amount offered to me due to all the facts.

  I look forward to your response and hope we can put this behind us.

  

  Business Response

  Date: 09/11/2025

   

  CarShield has not contractual obligation to offer ANY refund.  The claim was correctly denied per the contract terms. 

  AT not point during your contract was your monthly payment $109.99.  You made 26 payments of $99.99, 4 payments of $94.99 and 23 payments of $69.99 for a total of $4779.45. 

  As a final offer, CarShield will refund your payments in full minus claims paid with a signed Settlement Agreement.  if you wish to accept this offer, please email *********************************************************.   

  There will be no additional offer. If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  Customer Relations

  Customer Answer

  Date: 09/18/2025

  I would like to accept their offer, but I cannot email them.  Can they please contact me directly so I can do whatever needs to be done to accept the offer?

  

  Business Response

  Date: 09/18/2025

   

  A member of the CarShield legal department will reach out to you. 

  Customer Relations

  
  

• Initial Complaint

  Date:08/21/2025

  Type:Billing 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.

  Business should pro rate the money I've paid them for the upcoming month and refund me due to my cancelation of services

  

  Business Response

  Date: 08/27/2025

   

   CarShield has no contractual obligation to refund any payments after the first 30 days of service. You chose to cancel your contract. 

  As a courtesy, CarShield will refund your last payment. 

  Customer Relations

  Customer Answer

  Date: 08/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/21/2025

  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.

  Complaint Against CarShield Powertrain Gold Warranty I am filing a complaint against CarShield for refusing to cover engine damage that is clearly listed under my Powertrain Gold Warranty (page 14 of 23). The contract states that all internally lubricated parts and moving parts within the engine are covered, and exclusions do not apply when damage is caused by a moving covered part. The timing chain is specifically listed as a covered moving part.Timeline of Events:On 7/25/25, I heard a rattle from the chain area and immediately took my vehicle to a ****** dealer. CarShields inspector approved the timing chain repair. While repairing, the dealer found debris in the oil pan and bearing damage, which are directly related engine failures. CarShield refused to cover this, claiming it even thought they have stated that it was caused by the timing chain which as mentioned is a fully covered part in accordance with the warranty T&CS on a recorded call on 8/18 at 5.14pm.The timing chain repair itself was not completed until 8/13/25 (>2 weeks). I escalated my claim on 8/14 and was told repeatedly Id have a decision in 24, 48, then 72 hours. I called on 8/15, 8/16, and 8/18 before finally receiving a denial six days laterspanning into a second contract ******** Position:I stopped driving the car as soon as the noise began, and the vehicle has been properly maintained. CarShield acknowledges the engine problem but refuses coverage. This directly contradicts the contract language, as the damage was caused by a moving covered part (the timing chain).Requested Resolution:I request full coverage of the repairs as outlined in the warranty, or settlement/reimbursement of my contract payments if CarShield will not honor its obligations.This denial has caused me unnecessary delays, out-of-pocket costs, and loss of use of my vehicle. I can provide supporting documents, including the contract, repair records, and communications with CarShield.

  Customer Answer

  Date: 08/24/2025

  Dear Sirs,

  I would like to add this letter to the file. 

  I sent this to carshield on 8/23/25 by certified mail to the address listed in the contract booklet they gave me. I requests written evidence of the denial and reasoning (which i cannot seem to get) and cancelling my contract until the matter is acknowledge and resolved.

  Thanks

  ***

  

  Business Response

  Date: 08/25/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.

  Your chosen repair facility has replaced your fuel pump and fuel injectors on 3 claims all within ***** miles of the initial diagnosis of no start and engine noise reported on 1/20/2025. There is not a single oil change shown on any of these invoices despite the repair facility replacing leaking fuel injectors.  There are MULTIPLE cases of misdiagnosis and improper repairs shown. On 1/30/2025, you advised noise was still there. Your repair facility reported on an invoice dated 3/7/2025, at mileage 111,357,  that your vehicle was still having trouble starting and that the vehicle ran 75% better.  The oil was changed on 4/14/2025, mileage listed was ******* meaning the vehicle was driven over ***** miles with a fuel oil intermix.

  Your vehicle was taken to another repair facility on 5/31/2025 for a maintenance inspection and for an oil change and inspection  on7/25/25.  It is noted on the work order that you reported the knocking ticking noise had come back which is a direct indication that the concern originated prior to breakdown date and repair facility was aware of this issue prior to the claim being started. The timing concern diagnosed by the repair facility was not verified as a failure other than noise and did not teardown the engine to properly diagnose the noise concern. The timing failure as well bearing failure can be directly tied to fuel and oil intermix from prior repairs and continued operation with this condition.

  It is clear your vehicle has been driven with and into the repair facility with an active engine noise concern which would be continued operation negligence per terms of the contract and would exclude the engine from coverage. Your repair facility's misdiagnosis and improper prior repairs being tied to current failure would also be exclusions to coverage.

  Th current authorization of $3,561.08 for timing component repair would stand to be issued as a credit towards proper engine repairs with you for the balance of the repairs.  As a resolution, CarShield will void the authorization and will issue a one time payment in that amount ($3561.08) to you with a signed Settlement Agreement. 

  Your contract has paid out approximately $4,354.18 in repair claims on a prior claim. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores **** commitment to honoring our obligations in good faith.

  Customer Relations

  Customer Answer

  Date: 08/25/2025

  Complaint: 23777857
  
  I have reviewed the business' response and am rejecting it because: your recent response improperly attempts to link the completed, authorized timing chain repair with the subsequent discovery of engine bearing failure. This position constitutes both a breach of contract and a bad-faith denial of coverage.
  The timing chain repair was already authorized, completed, and closed. I paid my deductible to the dealer, and CarShield covered the repair. That claim cannot now be voided.
  The engine bearing failure and debris in the oil pan are a separate covered issue discovered during the authorized repair. The Powertrain Gold contract expressly covers all internally lubricated parts and moving parts within the engine, including bearings.
  Your attempt to retroactively deny the engine repair by tying it to prior unrelated injector repairs or alleged continued operation directly contradicts your own inspectors approval of the timing chain claim. If those arguments were valid, you would have denied the timing chain claim but you did not.
  I complied fully with contract obligations: I immediately brought the vehicle to the dealer at each stage and performed repairs as recommended. Misdiagnosis by a facility or sequencing of repairs is not a valid exclusion under the contract.
  The injector/no-start issue months earlier was unrelated to this failure. I also had oil changes documented at ******* and ******* miles.
  Your blanket assertion that I continued driving after the problem misrepresents the facts. The vehicle remained operable with only a slight noise, and I promptly stopped and took it to the dealer. The contract excludes coverage only when an owner knowingly continues driving after a breakdown in a manner that worsens the damage. That was not the case here.
  Accordingly,I demand immediate coverage for the engine repair under the existing contract terms. Your proposed $3,561 settlement is invalid, as the timing chain repair has already been completed and paid, and this offer fails to address the outstanding engine failure.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 08/26/2025

   

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  *********************************************************** 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 accept the offer of a one time payment for the authorized amount and a signed Settlement Agreement, please email *********************************************************. 

  Customer Relations

  Customer Answer

  Date: 08/27/2025

  Complaint: ********
  
  I have reviewed the business' response and am rejecting it because Carsheild are not acknowledging the facts and evidence as per my previous correspondence and certified letters. Please note however that I have filled in Carshields escalation form as requested. 

  The denial is improper and contradicts both the contract and CarShield/AASs own prior authorization as iI have stated in correspondence to Carshield via BBB (their case #********) and copied to the ** of Missouri in the last week (their case #CC-2025-08-005250).

  I reject your response. I am submitting new information and documentation that directly contradicts your denial:

  Authorized Repair Completed The timing chain repair was authorized by CarShields inspector, completed by the dealer, and paid under the contract. That claim cannot be retroactively voided.
  Previous work on injectors (again approved by your inspectors) is not proved to be linked to this new case.

  Covered Component The subsequent engine bearing failure and debris in the oil pan involve internally lubricated moving parts, which are expressly covered under the Powertrain Gold contract.
  Admissions on Recorded Call On 8/18 at 5:14pm and 8/22 at 6.19pm, CarShield/AAS admitted on a recorded call that the bearing failure was caused by the timing chain. The timing chain is a covered part, making the bearing damage directly related and covered under the contract.

  Maintenance Records I have oil maintenance receipts at ******* miles and ******* miles, disproving claims of neglect. These records show proper maintenance and contradict assertions that no oil changes were performed.

  Compliance with Contract I stopped driving as soon as the noise began and promptly brought the vehicle to the dealer. The contract excludes coverage only if an owner knowingly continues to drive after a breakdown in a way that worsens damage. That did not occur.

  Invalid Settlement Offer The businesss offer of $3,561 is invalid because (a) the timing chain claim was already closed and paid, and (b)it fails to address the outstanding engine failure.
  Requested Resolution: I request full coverage/settlement of the engine repair under the existing contract terms. If CarShield/AAS will not honor the warranty.

  Supporting documents (repair invoices, oil change receipts,and contract excerpts) are available and can be/have already been provided. I cant see a way to upload them here but please look under the BBB case if needed or see attached.
  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/20/2025

  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.

  MFLC5306148 i put a claim in back in May. I was told to take it to a mechanic from the list provided. We did that and was told we would need a new engine.. from May to July the mechanic told us he was waiting for an ajuster to come look at the car. We told him we would call , he told us no that would make it go slower. So in July he finally called it in and got a claim started on July 31. ****** at Car Shield ask why we waited so long,we told him about the mechanic. On August 3rd we movied the carto east side auto who was very helpful. Then for the past 3 ***** ****** has ask for information and telling us all looked good. Then started asking for information which we tried to aend but was told by someone who answered the phone the worng place to send it. We call back got ****** who couldn't tell us where to send it but just argue about it. He mentioned it could be in an email. I found the link sent the oil change information needed. ****** called us told us it looked good oil changes look fine but he needed the oil consumption test result to get things going. We were led to believe this was all need to approve it. Today under a different number from what ****** has called us from brfore to tell us that it wont be approved because of how far apart the oil changes were. We did the oil changes on times the car lot we bought it from told us. So why ask for the consumption reports if you knew you where going to turn it down from the oil changes? And why lead me to believe you would fix it that the oil changes where fine only needed the consumption results to approve it? Whydidnt you call me after the first xall i nade in May to follow up whils we worked with a mechanic who told us he started a claim and was working with you? From the reviews and complaints i have seen you never fix anything and cone up with reason you cant. I need a working car. I depended on you and you failed me. Every complaint board will hear

  

  Business Response

  Date: 08/22/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Per the inspection report there is a long term failure of the intake valve seat due to carbon. The oil change sticker in the vehicle showed oil change was 5k miles past due with CARFAX entries showing multiple long term maintenance intervals that are greater than ****** miles.  This can be tied directly to the large carbon deposits shown on the engine and would signify long term lack of maintenance.

  Valve seats are not listed for coverage under your contract terms. Carbon based failures and failures resulting from lack of maintenance would also be excluded from coverage.  You stated your vehicle had misfire codes and engine noise that were not diagnosed and you continued to operate your vehicle until it was brought back to the repair for diagnosis. DTC codes were cleared and driven again so this ample evidence of continued operation negligence. Your contract would have no liability for these repairs and would be your responsibility per terms of the contract.

  As a resolution, CarShield will refund your payments in full upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 08/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/29/2025

  I have not received a refund from Car Shield.  i was told that they were waiting on an email from BBB in reference to that we accepted the response.   I would like for this to be reopened. 

  

  Business Response

  Date: 09/03/2025

   

  The settlement agreement has been emailed to you several times to the email address on file*********************************. The agreement is sent through DocuSign.  

  Once signed, your check will be requested and the sent via *** with tracking. 

  Customer Relations

  Customer Answer

  Date: 09/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/20/2025

  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 extremely dissatisfied with the service I have received. I have been a long-time customer, and all of my vehicle *********************** and maintenance have been consistently completed and documented through this company. My vehicle is currently in their shop, and instead of addressing the needed repairs, I have been accused of neglect and improper care of the vehicle. These accusations are unfounded and appear to be an attempt to avoid completing the necessary repairs.I maintain detailed records and substantial documentation that clearly show my vehicle has been properly cared for, and there has been no negligence on my part. Despite this, my vehicle has been in the shop for over a month, leaving me without reliable transportation.I have requested multiple times, and escalated the issue with CarShield, to have an inspector sent out to verify the problemespecially after one of their own employees expressed concerns about the authenticity of the claim. On 7/22/2025, my vehicle was towed to Highland Auto in ******** under ticket DI2507221024217081. At that time, an inspector had been scheduled, but per the representatives suggestion, I requested that the vehicle be moved to Sun Devil Auto in ******** on 7/24/2025. The vehicle was not actually moved until 7/28/2025 under ticket DI2507241605574505, using CarShields towing service. Since that time, CarShield has refused to send an inspector to verify the issue, despite my repeated requests.

  

  Business Response

  Date: 08/21/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Per review of the notes on your account, you stated the overheat concern started on 7/2/2025 with vehicle not towed from your residence until 7/22/2025. The first repair facility that called in the claim on 7/17/2025 stated the initial cause of failure was the radiator that was reported and listed on the estimate which lead to a diagnosed failure of the head gasket with repair facility wanting to replace engine instead of doing a head gasket repair due to head/block damage shown in a block test which the vehicle failed.

  It is clear with the nature of the failure that there would have been some level of continued operation/negligence with an overheat condition to the level to cause a head gasket failure and then damage to the head and block. Per review of the last 2 claims the vehicle has had 2 repairs to the cooling system in less than 10k miles to both oil cooler and thermostat and the water pump which were leaking coolant and would be associated with overheat conditions. Failure of the head/block for non lubricated part failure is not listed for coverage under the contract terms and would have no coverage under the contract. The head gasket as the initial cause of failure was authorized as a credit towards engine repair in the amount of $3,274.71. 

   As a resolution, CarShield will issue a one time payment in the amount of $3,274.71 with a voided authorization and signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 08/25/2025

  Complaint: 23774788
  
  I have reviewed the business' response and am rejecting it because:

  Complainants: ***** & **** *****
  Vehicle: 2014 Jeep Grand Cherokee
  Policy #: MFR4728256

  
  To Whom It May Concern,
  Thank you for the opportunity to respond; however, we must respectfully dispute the conclusions and partial settlement offer provided by
  CarShield/AAS.
  1. No Negligence or Continued Driving While Overheated Occurred: The overheating issue began on 7/2/2025, and the vehicle was towed
  (not driven) on 7/22/2025 and again on 7/28/2025. Per Section *** & F.1 of our Powertrain Plus contract, negligence only applies if the vehicle is
  operated after breakdown. We complied fully and prevented further damage.
  2. Covered Components and Improper Repair Clause: Section B confirms coverage for radiator, water pump, and internally lubricated engine
  parts. Section D.4 also recognizes repairs necessitated by improper prior repair. Since our prior Big O/CarShield-authorized water pump repair may
  not have resolved the issue, the current failure should be covered, not denied.
  3. Lack of Fair Inspection: Section F.7 allows AAS the right to inspect. Despite multiple requests, *** refused inspection after the shop transfer,
  denying us a fair process.
  4. Misapplication of Overheat Exclusion: While Section D.p lists overheat as an exclusion, it applies where due to lack of coolant or negligence.
  Our history and towing records confirm this did not occur.
  Hardship: Our vehicle has been unusable for over a month while we continue making payments and insurance. This has severely impacted our
  medical and personal needs.
  Requested Resolution: We request CarShield/AAS honor full repair costs under the contract, or release the vehicle in proper condition, or
  reimburse us for payments, insurance, and hardship.
  We reject the $3,274.71 partial settlement as insufficient and not contractually justified. We respectfully ask BBB to assist with a fair resolution.

  
  Sincerely,
  ***** ***** & **** *****
  
  
  
  
  
  

  Customer Answer

  Date: 08/25/2025

  Please find Copy of policy and payment record for Policy

  

  Business Response

  Date: 08/26/2025

   

  CarShield is in possession of both documents submitted in your recent complaint. Neither of the documents change the adjudication of the claim. 

  If you wish to accept the one time payment of $3274.71, please email ******************************* and we will draft the Settlement Agreement for your signature.

  Customer Relations

  Customer Answer

  Date: 08/27/2025

  I have acted in good faith throughout this process and submitted a reasonable counter-offer supported by documentation, contract terms, and industry standards. CarShields refusal to authorize an inspection, honor coverage, or provide the rental vehicle included in my contract has left me with no confidence in their willingness to resolve this fairly.
  
  Because CarShield/AAS refused to provide an inspector as required under Section F.7 of the contract, I have had no choice but to consult independent local experts. These professionals are now preparing sworn affidavits confirming that my account of the overheating incident is accurate, that the vehicle was not driven while overheating or neglected, and that the failure is consistent with prior repairs authorized under CarShield. This unnecessary burden was caused solely by CarShields refusal to honor its obligations, and these affidavits will become part of the record for regulators and, if necessary, the courts.
  
  At this point, if CarShield will not accept my counter-offer, I respectfully request that the BBB close this complaint as unresolved. This outcome will still serve its purpose by creating a public record of CarShields handling of legitimate claims.

  I respectfully request a written response to this counter-offer within 10 business days through the BBB platform.

  Customer Answer

  Date: 08/27/2025

  Complaint: 23774788
  
  I have reviewed the businesss response and must reject it because it is a clear breach of contract, which I have detailed in the attached document. I have subsequently submitted a counter-offer and an alternative resolution statement outlining fair terms for settlement.
  
  
  I am fully in compliance with every aspect of this contractual agreement. Despite this, CarShield/AAS has shifted the entire burden of proof onto me, while refusing to honor their obligations under the contract. This is neither fair nor consistent with the protections I paid for as a policyholder.
  
  
  Sincerely,
  
  ***** ***** on behalf of **** *****

• Initial Complaint

  Date:08/20/2025

  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.

  After hearing tv advertising for an auto warranty, I purchased one for my 2010 ******* Santa Fe. Last month, I had a catastrophic engine failure due to the failure of the head gasket. Car Shield refused to honor my claim for engine replacement, saying that failure of a gasket is not covered, and damage resulting from gasket failure is not covered.When I called Car Shield, they re-stated this policy. They made no effort to help.I mentioned to the agent that this exception is not fully explained, and that the current TV ads for Car Shield certainly do not allow a viewer to see the "fine print."I consider this to be false/fraudulent advertising. Since I had to sell the car for salvage, I have no alternative but to ask for the return of my premiums.

  

  Business Response

  Date: 08/21/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was properly denied. Your claim was called in on 8/6/2025 with your chosen repair facility reporting head gasket failure, damage to the cylinder head, and also that a CV axle boot had failed. Per your contract terms none of those failures would be coverable because there is no stand alone gasket coverage. The CV axle boot is considered a gasket and for there to be coverage to a cylinder head, it's damage must have been caused by an internally lubricated part of the engine. 

  Naturally, there is no way any televised advertisement could possibly be made that would allow viewers to see an entire contract, let alone their own specific contract which is why all CarShield contracts come with a 30 day review period giving our customer ample time to review and receive a full refund should they choose not to keep coverage.  

  Although CarShield has no contractual obligation to refund any payments after the first 30 days, CarShield offers a one time payment of $2500.00 with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:08/20/2025

  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.

  Pay for coverage and they pay what they want!

  

  Business Response

  Date: 08/25/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. You stated you drove the vehicle into the repair facility and that drive was about 40 miles. There was a breakdown reported from 7/2/2025 which is 2 weeks prior to the listed breakdown date in the claim and you said the same in their statement. There are no verifiable service records showing you had any oil changes performed during contract coverage and photos from the inspection show no any metal went through the engine requiring it to be replaced.

  As a resolution, CarShield will refund you in upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 08/26/2025

  Am not lying!! I sent the auto recipes prior to dealership. 

  Then got a call stating they where wrong and they would take care of it when the seen they did receive receipt s.