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:06/26/2025

  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 have been a customer of ********************** for about 3.5 years. I had several issues with my vehicle at the same time. What started the claim was a visit to the shop because of the check engine light. Upon inspection, the shop discovered an exhaust manifold leak, which CarShield agreed to cover. They also discovered a problem with the front 4x4 transaxle. The 4x4 transaxle is listed specifically in my policy as a covered component. But, CarShield has denied the claim because they found rust on the damaged parts. Rust on components that are located underneath my 4x4 Ram 1500 truck. The rust is not the cause of loss, but rather a result of the failure of the parts. It is no surprise to me that the *** sanctioned CarShield for $10 million dollars due to misleading advertising and sales. I feel that I have been lied to. Also, my calls are met with vague answers and a put-off of 24 to 48 hours to speak to a supervisor who, is just going to tell me the same thing I just heard from the CSR.This is the most egregious and unprofessional business. I knew that I would have to deal with the usual insurance company runaround, but I did not believe that I would be completely misled about the quality of policy I was purchasing. By the way, this is their Platinum package.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity tor respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for repairs/replacement of the exhaust manifolds, reinforcements and blind spot module in the amount of $2,224.70. However, it was found that your repair facility advised that the front differential intermediate clips had broken causing the shafts to walk out, etc. The part found to have failed was identified to be an axle shaft snap ring. These components retain the CV axles when the CV axle slides over it. The fastener's are not a coverable cause of failure, and were found to be missing altogether.  Therefore, the requested components of CV axles/half shafts, and front diff assembly are sub damage from that failure and would not be eligible for coverage as your VSC does not provide coverage for noncovered components damaging covered components per the terms and conditions of the **** Furthermore, damage to the Coax cable in relation to the rear camera was shown to have been damaged from external factor and was denied as your VSC does not provide coverage for damage caused by external influences. Moreover, the active grille shutter concern is not a component listed for coverage within your VSC, and would thereby be ineligible for the claims process. A more extensive list of terms and exclusions may be located within *** under section, "GENERAL EXCLUSIONS". 
  
  
  CarShield has no contractual obligation to provide a refund past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time payment directly to you in the amount of $2,224.70 upon execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:06/26/2025

  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.

  A year ago, we have been seeing advertisements for H31**34363234333237**H, so eventually we signed up with them. My husband has a 2012 Dodge Ram so we decided to purchase a policy. The same day we took it to a H34323430373131****35Hhip because the ac went out. The first time we took it to the H34323430373131****35Hhip we found out there was a problem to be fixed and took it to a mechanic, but H31**34363234333237**H didn&#**;t cover it. We took it to the H34323430373131****35Hhip and it was repaired but we paid for it. It went out again so contacted H31**34363234333237**H and found out it would not be covered because it was preexisting problem. We have paid for the policy but they are doing nothing for us.I want a refund.

  

  Business Response

  Date: 06/30/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that the ** concern within your claim has been documented to have occurred prior to the inception of your VSC and throughout your waiting period. The record from 7/31/24, nearly 12 months ago, shows the A/c system was diagnosed but not repaired at that time. There is no evidence that it has been repaired since the contract was purchased on 7/31/2024.Per the review of your vehicle intake report with your claims adjustor, you had stated that the ** leak was present last year and you did not have the time or the funds to repair the issue. As stated within your contract, a pre-existing condition is deemed a mechanical failure/issue that is present prior to the inception of your contract and up until the end of your waiting period. Your contract does not provide coverage for pre-existing conditions. You were informed of the pre-existing exclusion clause during your initial sales call on a recorded line. As you have not been able to provide service records suggesting you have repaired this issue, your claim will remain denied for pre-existing conditions.
  
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a refund of five monthly payments for contract(s) MRF5153188  upon the execution of a settlement and release 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: 07/01/2025

  Complaint: 23523362
  
  I have reviewed the business' response and am rejecting it because:
  When we we told the issue , the dealership refused the car shield warranty due their repartition of not paying them.   We then contacted car shield again to please find us a dealership that would accept their service.   They never had  die to the winter season there was no rush for AC to be repaired.  
  This issues was discovered after we purchased the policy , and was told we had to wait  25 days before we could use the policy for the repairs.   Again after we purchased the policy, we had the problem found.   It was not pre existing, and did not get fixed because Car Sheild would not at that time .   We were told we had to wait for the ***** period then to have this done.  
  the have Faultly mislead us, never provide a new dearlership until we called again recently.   They are very up professional and take advantage of people and lie 

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

  

  Business Response

  Date: 07/01/2025

  Mr. *******, 

  Any issue or concern that is found during the "grace ******** also defined as "waiting period" is considered a pre-existing condition. Waiting until the end of the waiting period would still consider the failure pre-existing as pre-existing is the length of time prior to the inception of your contract, UP TO the end of your waiting period. At no point were you informed to "Wait until the end of the the waiting period" to get your vehicle fixed for this concern. That is simply false. You must wait until the end of your waiting period to file a claim for concerns that have been found to have occurred AFTER the end of your waiting period, rather than prior or during your waiting period. 

  If you wish to accept the offer made in CarShield's last response, please email ******************************** This will be CarShield's final offer. 

  Customer Answer

  Date: 07/02/2025

  Complaint: 23523362
  
  I have reviewed the business' response and am rejecting it because:
  
  No resolution was offered.  I will continue to let agencies know how this company is ripping people off.  And yes , we were to told to file a claim after the waiting time.  
  mis communication on your part and not clearly explaining anything .

  we feel we are entitled to to some sort of refund.  
  
  Sincerely,
  
  ***** & ***** *******

  Customer Answer

  Date: 07/03/2025

  What solution was offered from Car shield.  We asked that you provide this solution as we do not. Have access to the previous email.   
  you did not provide this solution please do not close this case without clear understanding. 

• Initial Complaint

  Date:06/26/2025

  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 had a transmission pulled out of my car. It has been 2 months and they just now passed it on to the adjuster. The adjuster emailed the car H34323430373131****35Hhip in ****. They won&#**;t pay for a GM transmission because it is more money and it is rebuilt. I have to pay for the labor for 14 hours and they haven&#**;t done anything.I would like a refund of $590.00.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for all MCE coverable parts and verified labor for the transmission concern per the terms of the contract. CarShield contract's provide a wide variety of coverage for many of your vehicle repair needs. The vendor part  for your transmission has been ordered and is currently being shipped to the facility. However, components not listed for coverage, unverifiable labor times, shop fees and taxes would be considered your responsibility per the terms of the contract.  Your claim has been marked for movement, and your transmission has been ordered with an ETA of July first. Once received, payment will be released following the normal claims process upon the completion of the repairs and a signed finalized invoice submitted by your repair facility.  For more information regarding the finalization of a claim, please contact ********************'s claim department: ****************. 

  -Customer Relations

• Initial Complaint

  Date:06/25/2025

  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.

  6/25/25.Maid regular payments and had oil changed properly. the motor went out and carshield was contacted. Per their own admission, my payments and maintenance records were proper but due to sludge in my engine, the claim was denied. There is no way I would know of sludge build up especially since my oil was changed regularly. I feel since I kept up my end of the contract with Carshield, they should honor the repairs. I contacted them on several occasions with no better outcome other than cheaper monthly payments when I tried to cancel my coverage. Why I would pay a cheaper monthly fee when the vehicle isn't drivable?

  

  Business Response

  Date: 06/27/2025

  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 properly denied as your repair facility submitted pictures of the engine with the oil pan removed and the inside was lined with sludge. The repair facility also provided pictures of the inside of the engine looking up from the bottom and it was covered in varnish from oxidized oil. This happens to engines when the oil change interval is extended and operating temperatures are too hot for extended periods of time, among other operating conditions that are not compensated for with correct maintenance. A lack of consistent general maintenance to systems like PCV can also contribute to this type of buildup. This vehicle was also reported to have been low on coolant on arrival. The repair facility did demonstrate that the engine was not able to turn.

  However, when there is an extreme amount of sludge present like is displayed here, it is not likely the engine will receive sufficient lubrication and it will fail. Sludge is correctly cited as being the cause of failure and claim will not be changed.

  As a resolution, CarShield will refund your payments in full MINUS CLAIMS PAID 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

• Initial Complaint

  Date:06/25/2025

  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.

  Called Carshield and told them about my cracked radiator on the 13th May 2021. It paid $920 to pay that. This was the last time I got any help from them. From this point on, since May 15th, 2021 these people have neem taking $69.99 out of my bank account on the 3rd of every month since May 15th, 2021. I have been trying to get my contact stopped but no success at all. I have been trying to get my money back for quite some time and have not had any results. I would be eternally grateful if you could get this problem resolved. I drive a 2014 Chevy Sonic. I have tried numerous times to get my contract stopped, so I turned it over to you. Hope you have better results than I have. 

  

  Business Response

  Date: 06/25/2025

   

  In our
  response to your BBB complaint, we asked that you please email
  ****************** to confirm you accepted our offer. CarShield never received
  that email and your Settlement Agreement was never drafted. We will draft the
  Agreement and email it to your within 1 business day for your electronic
  signature. 
  

  Customer
  Relations

  Customer Answer

  Date: 07/01/2025

  I received the e-mail regarding Car Shield. I tried to call the number *** *** **** and the office is closed. I will try again within the 30 days, i want to get this issue resolved  very soon. I have the complaint number ********. I will try again very soon to reach out.

  Customer Answer

  Date: 07/01/2025

  I am looking up information complaint ID ********. 

  Send me information on this. I would like to know what is being done to stop these scammers.

• Initial Complaint

  Date:06/24/2025

  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 signed up for coverage for $149.00 a month. I called back a few days later to cancel the service and was told I could cancel it before 30 days was I sure. I told her yes I no longer have a vehicle. She then proceed to tell me to call back on June 22 to make sure it was cancelled. I called back on June 22 and car sheiks was closed so I called back on June 23 and was told it wasnt cancelled that she would cancel it and no money would be taken out of my account. June 24 $199 was taken out of my account thats not even the amount I was told. After talking to a representative and was told I was not getting my money back.. despite the calls being monitored and them charging me more then what I was told. I requested a manager and was hung up on. Wa told I could not get a supervisor the company is scamming people.

  

  Business Response

  Date: 06/25/2025

  CarShield has reviewed the both the sales call and attempted cancellation call on 5/23/25 based upon the information referenced within your complaint. At time stamp 10:12, you were informed that your monthly premium would be $199.99, and that your monthly payment will auto debited on the 23rd of each month. At no point during the sales call were you informed that your monthly premium would be  $149.99. On both May 23, 2025 and June *******, you were charged your monthly premium of $199.99 and have not undergone any form of rate increase. I have attached a photo image of the credit card payment processing for your records.

  Additionally, during your attempted cancellation, you were informed that you had up to the 22nd to cancel your coverage to receive a full refund in the time period in which you made a decision about your vehicle's trade in.
  CarShield guarantees a 30 day, money back guarantee for all CarShield customers. Your requested cancellation was on June 23rd. You have up to the 22nd to cancel, and this does not constitute that you were only able to cancel on the 22nd. Per the terms and conditions of the refund policy, you would not be due for a refund. 
  
  Nevertheless, CarShield has cancelled your contract at your request, and you will be refunded in full. Please allow 7-10 business days for processing. 

  
  -Customer Relations. 

• Initial Complaint

  Date:06/24/2025

  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.

  We sent an email regarding a claim with you about our 2016 Dodge Challenger. We had what is known as a "ghost window," which occurs when the driver&#**;s side window goes up and down on it&#**;s own, causing the car battery to drain. I was stranded at school until my husband came to jump start the car.We contacted H31**34363234333237**H regarding this and we were referred by email to the local repair shops you recommended. One was Delta Tire in ********, ** and the other was ********** in *******, **. We have letters from both places that they were unable to fix our car because it needed a factory reset which is proprietary to Dodge H34323430373131****35H.We took our car to *************** in ********, **. They were able to fix it. We are sending you the bill from them, as well as the letters from the two places you recommended that were unable to repair our car. We are also including the check plan from the H33****34313232313430H which shows our car to be in good condition.We did not have access to a rental car, as per our contract. This resulted in extra cost for fuel as my husband had to bring me to work.We have paid $119.00 a month for our contract, and we paid it in good faith. My email to you regarding this has gone unanswered. We are hoping that you will honor our contract with you and make good on our claim. We have reached out to both the Fox Defenders in *********** and the H363137**3238313831H in ******** to assist us in this matter.

  

  Business Response

  Date: 06/24/2025

   

  Mr. and Mrs. ****** signed a confidential settlement on 6/19/25. This complaint is a direct violation of that agreement and should be removed. 

  Mr. and Mrs. ****** will receive their refund check via *** by Thursday, June 26. Tracking will be provided when it is available. 

  CarShield considers this matter closed. 

  Customer Relations

• Initial Complaint

  Date:06/24/2025

  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.

  CarShield denied covering my engine that I pay to be covered in my insurance they had my car towed to a mechanic shop said they will cover my the damage an diagnostic test after finding out the cost will be ********* the adjuster came out and denied my engine repair and told me the would only cover my water pump for a 1000 dollars if I pay a deductible of $1000 when my deductible is 500 I will also have to cover my own engine on top of the hours of labor out-of-pocket expense. am unable to receive my vehicle unless the remaining balance is paid. The reason they are giving is saying that I drove the car after my car broke down on Highway five I told them that was in that I have the documentations of my car being towed by AAA of my sisters Tow service.

  

  Business Response

  Date: 06/25/2025

  Thank you for bringing this matter to our attention and we apreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your vehicle was bought to the repair facility with active warning lights and a lack of power. Your repair facility had found coolant throughout the oil system, and verified the failure of your vehicle's water pump. Due to the nature of the failure and the extent of coolant throughout your oil system, it was determined that following the failure of the water pump was exasperated due to the long term continued operation of your vehicle that  sent coolant throughout the system necessitating the need for engine replacement. As stated within your ***, your contract does not provide coverage for breakdowns caused by the continued operation of your vehicle after a mechanical failure has occurred. 
  
  
  Your claim was authorized for a credit for water pump to be used toward the cost of the replacement of your engine. As the failure to your vehicle occurred within the first three months of your contract, your deductible is $1000.00 and is deemed your responsibility per the terms of the contract. Your claim has been authorized for $1,399.19 to your repair facility and $105.00 has been authorized for supplied parts less your deductible. American Auto Shield and CarShield stand by this adjudication and no further authorizations will be added to your claim. The additional out of pocket costs are deemed your responsibility per the terms of the VSC.

  -Customer Relations

  Customer Answer

  Date: 06/25/2025

  Complaint: 23510640
  
  I have reviewed the business' response and am rejecting it because:
  My car was not driven after it broke down on the side of the road. My only light that came on was my check engine light. My car has never ran hot or broken down on me in the three years I have had my car my car was towed to the house And towed to the mechanic shop that also service my car since I first got it back in 2022 my car has only been to a tire shop when I purchased a set of new tires from *******. Any service done by my car has been done by the same company. They sent my car too The day my car broke down The check engine light came on and was the only light on the car lost power and was pulled over immediately to the side of the road when we opened the hood we noticed the coolant was missing. I told everyone that I was with to leave it alone because I was sending it to the shop and did not want to make matters worse. This is the first time my car has ever broken down so for them to say that I have driven my car after it broke down is false statement, and they are refusing to pay for my engine because the The price is more than the car itself I have all the documents and paperwork from the mechanic shop that my car will service by my car is recently serviced and was perfectly fine
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/30/2025

   

   

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  As a resolution, CarShield offers a one time payment in the amount of $1399.19 made directly to you 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:06/23/2025

  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.

  The name of the company is Car Shield

  Customer Answer

  Date: 06/23/2025

  I purchased the car shield plan for my 2016 **** escape to Ill say any problems that may come while driving this vehicle. I havebeen paying for over a year. When I took my car to the mechanic and explain that I had the Car ship plan, he did discuss that other people had same problem with their claims being denied. When I called **** back to talk to them and I asked for a supervisor they said someone would me within 24 hours. This was Monday, June 16, 2025. On Friday, June 13 they told me I could pick up a rental car take after I take my car to the shop and they Verifyis there. So within a couple of hours the claim was denied due to high mileage on the car. They told ******************** on ************* that there was an issue with the mileage when I applied for the insurance. They never discussed with me that there was an issue with the mileage while I was paying monthly for this service. After talking to several other people, they have had that same problem where you pay for their insurance but they do not fix your car.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that when your claim was initiated, it was determined that the start mileage given  was incorrectly reported and the vehicle did not qualify for your current contract contract based on the mileage exceeding the contract requirement for eligibility. As stated on your declaration page within your VSC, it is considered your responsibility to  report any information found to be incorrect. Prior to your claim, you did not call to update your mileage thereby making your vehicle ineligible for coverage under this contract and your VSC would have no liability for any current repair concerns. Furthermore, your rental coverage was extended through the vendor for $200 and there would be no further liability for rental as claim was denied due to mileage misrepresentation. 
  
  
  Due to mileage misrepresentation, your contract will be voided and you will be refunded in full minus claims paid. If you wish to set up a new contract with the correct mileage, please call ************** to receive a quote for your new contract. Please be advised that terms, exclusions, and a new waiting period will apply. 
  
  
  

  Customer Answer

  Date: 07/06/2025

  Thank you for the inquiry in this matter.  They did refund me all the money I paid for this coverage.

• Initial Complaint

  Date:06/21/2025

  Type:Billing 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.

  When I called the company and asked them to move my payment out they did , then they asked if I could make a double payment on my bill I said no but they still ran my card for both of the payments . They called me when they tried to run my card and my card to decline I told them I would call them make to take care of it and they kept trying to run it until they got payment. They are refusing to refund one of the payment after I told them I couldnt afford the 2 payments and the lady that I was speak to was highly rude and didnt care that her company put me in a financial situation.

  

  Business Response

  Date: 06/23/2025

  Ms. *********,

  Based upon the review of your file, it was discovered that your payment for may was not received. Your payment on 6/20 declined after the first attempt. You were then charged two payments om 6/20/25 in order to not cancel your policy due to nonpayment.  Your account is currently up to date and active. If you wish to cancel your policy to stop payments, please email ******************************** However, as the payments were taken for an active policy that was past due, there will be no refund due. 

  -Customer Relations