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:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying coverage for 2 years on my Ford pickup. Recently the
  transmission went out and I tried to call them again yesterday and it says offline and I finally got thru to someone and they told me they were in a process of a lawsuit due to non payment of repairs. My truck has been in the shop for 2 weeks and I am still waiting on an answer to repair my vehicle. My transmission needs to be replaced and I have not heard back from them. They need to contact me immediately so I can have my truck repaired.

  

  Business Response

  Date: 07/17/2023

  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:07/11/2023

  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've been with Carshield for 3 1/2 years. I got my wife on the account 3 months ago. I called Carshield on yesterday because my wife's Hyundai Tulsan was stolen on Saturday 7/8/23. Before this incident we had received a letter stating that we needed to bring her vehicle in for a recall due an issue that resulted in it being one of the top vehicles that have been stolen. The number I had been calling for Carshield gave me an error message as though it was no longer in service, and I couldn't get through to them. Since then I've also found out that they've had multiple complaints about not providing the service consumers paid for to them and were going out of business. This greatly concerned me and made me wonder what happened to all the money I paid them.

  

  Business Response

  Date: 07/13/2023

   

  Thank you for bringing this to our attention. 

  We are sorry to hear your wife's vehicle was stolen. CarShield will refund your payments in full for contract ********** as a courtesy.

  CarShield is very much still in business and pride ourselves on being one of the biggest provider of vehicle service contracts in the US. Any rumors you heard about CarShield closing anytime soon are simply not true. CarShield's customer service department on Monday- Friday 7am-6pm and Saturday 8am-3pm and our customer service number is ###-###-####. CarShield answers thousands of calls a day at that number. Please feel free to contact us should you have any additional questions. 

  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:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have 2014 Jeep Wrangler that we have coverage for and the alternator went out. We filed a claim with Carshield that was approved. I received a call from the shop and they said Carshield was only going to cover their part for the car. The repair facility said they would use Carshield's part - June 22 but the part would not be there until the following Wednesday. When the repair facility called Carshield the part was never shipped. I had to call Carshield about this. I told the rep that we were told to use Carshield's part and she said no they can use their part. Carshield said they were not going to pay for the repair because they said we are using our part. I was hung up on twice and when I finally got someone on the phone, a supervisor, she said she would escalate it. I called this morning and they said they are not going to reimburse me, so I'm out $740.00. They dropped the ball and now I'm paying for it.
  
  I would like my money back - $740.00.

  

  Business Response

  Date: 07/17/2023

  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 authorized as a credit toward your repair facility's parts for the cost of our supplier part. Your repair facility advised *** they would discuss part options with you and apparently that did not happen.  You then became confused on  the authorization and thought *** was sending an alternator however neither your or your repair facility ever requested it to be shipped.

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

  Customer Relations

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

• Initial Complaint

  Date:07/10/2023

  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.

  Claim #********** I had a 2008 Chevy Trailblazer. I was with Carshield for over 4 years and was paying $100 per month. I got sick in 2021 and I stopped services with Carshield for 6 months. In May 2021 I started services with Carshield again and they gave me a new account number like a new customer, and said previous account number had expired. In May 2023 I started having issues with my transmission. I called Carshield and was told I had to drive my car 500 miles before they would fix it. In June 2023 my car completely stopped and Carshield told me to tow it to ********* ********* in Middleton, WI. The repair shop told me the motor had burned out due to the transmission being bad. I was told they needed $1,100 upfront to tear the motor down, and another $1,100 for them to put it back together. Carshield said that if it wasn't a working part they weren't going to pay for it. Carshield said the repair shop didn't my money upfront, but the repair shop said they did need it up front. Both businesses blamed each other. I did not have the money to pay upfront. I had to have my car towed to my home from the repair shop. I placed my car in a visitor's parking spot and I ended up not having a choice but to have it towed away because it was only able to be in the parking space for 2 weeks. I ended losing my vehicle because of this situation. I feel like they took advantage of me.

  

  Business Response

  Date: 07/11/2023

  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 CarShield that you already filed a complaint regarding this matter.  We have attached a copy of their response. Since *** is the administrator of the vehicle service contract, CarShield submits their response as our response to your BBB complaint as well. 

  If
  you have any additional questions regarding your claim, please contact ***
  directly at ###-###-####. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

  Customer Relations

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

  Customer Answer

  Date: 07/27/2023

  I want my money.  Stop pretending that I just became a customer.  

• Initial Complaint

  Date:07/10/2023

  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 had a repair done on my car on June 27,3023 I took my car to ******. I called Car Shield and the Representative told me to take it to the repair shop and it was covered under my policy. The repair shop called them several times but they did not respond to the calls so I was responsible for the bill. The bill was $510.80. This was my first time using my policy since I got it and they refused to pay. I filed a claim on July 7,2023 I called today on July 10,2023 and was given the run around from representative to representative so I asked for a supervisor and was told they would turn it over to one and they gave me a number that was not in service. I been paying $99.99 every month since March 23,2022 and I have never been late with a payment this company think that they can treat you any kind of way but it’s not so. I want a refund for my repair, my money back for my last 6 premium payments and to cancel my policy.

  

  Business Response

  Date: 07/12/2023

  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 denied because you did not get authorization from *** that the repairs were covered before having the repairs performed.  Your contract clearly stated at the bottom of every page starting on page 1 of 15 "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. CALL ###-###-#### or ###-###-####" We have attached a copy of your contract for your convenience. 
  

  Further review of the claim and Invoice shows the failed components are Camshaft VVT solenoids and the contract does not have coverage for these components. A list of covered components can be found in Section B of your attached contract. 

  You may keep you vehicle service contract for future covered repairs or you may cancel your contract. Although there is no refund due after the first 30 days of purchase, CarShield will refund your last 6 payments as a courtesy 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:07/10/2023

  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 received some spam mail from them which falls in line with the con artist signing me up for things. When people call you requesting information after YOU sent mail to their house it’s common courtesy to return their call. My name isn’t ***** **** and I also don’t own a 2015 bmw. This is meant to be yet another paper trail since law enforcement continues to disregard every complaint I make. If your company chooses to work and partner with a fraud that’s your business but keep MY ADDRESS out of your scams.

  

  Business Response

  Date: 07/10/2023

   

  Thank you for bringing this to our attention.

  Your contact information has been added to our not contact list. We have also blocked your phone number so you can't be contacted via telephone. 

  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:07/10/2023

  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 bought Platinum plan from Car Shield for my 2017 Ford Expedition in May of 2022 @ $99.99 per month in order to protect me against high auto repairs. The first time I used the service in late June of 2023, CS basically told me that I had to pay a $1,228.10 strip down fee of my rearend just so the Ford dealership could provide CS with inside look of my rearend damage. This was after Ford had submitted an itemized repair order and was willing to submit photos of the assembled rear differential. Ford was going replace the rearend vs repair, which is less costly. CS told me that it is their policy that they view the strip down version of a failed part because they don’t have adjusters to visit shops and that strip down cost belongs to the customer. That was never conveyed to me in writing when I purchased this warranty plan. I asked them for a copy of its policy of coverage but never received it. Every time I called CS I got a different person who provided me with different info. One person would tell me they received the repair order from Ford while another would say they did not. One person told me, after 5 days into the claim, that they couldn’t even find my claim info. The entire job to replace my rearend is $2,646.17, so on 7/7/23, I finally called CS and withdrew my claim and told them to cancel my contract with them. They had failed me when I needed them so I demand a full refund of the premium I paid them from May of 2022-June of 2023. They offered me no customer service and bounced me around from rep to rep and even a Supervisor. All offering no guarantee that they would cover my repair. But the kicker is they actually expected me to pay out $1,228.10 just for them to even consider covering the cost of my repair. That scarred me because if I made such a payment and then they not cover the repair, it could have cost as much as $3,874.27. This is fraud by CS due to false advertising with no prior know of its rules and protocol. ********** is my CS claim.

  

  Business Response

  Date: 07/12/2023

  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:07/08/2023

  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.

  Going to pick up car today. The promised $100 per repair is costing $515. Car shield is paying 30%.
  Their manual says it takes 15 minutes to remove a passenger seat, unwire and remove the computer under the seat, reprogram and the replace multiple, replace the seat...so they paid .3 hours of 1.6 hours standard shop time.
  I was promised on the phone nothing would ever cost more than 100 dollars...
  They also owe me for the tow

  

  Business Response

  Date: 07/13/2023

  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 chosen repair facility contacted *** on 7/6/23 to start a claim for a transfer case control module failure.  Your repair facility provided an estimate for parts and labor and the claim was immediately authorized for transfer case control module replacement per the terms of the contract. Shortly after,  you contacted *** to review the claim and complain of out of pocket costs. On 7/8/2023, the claim was updated to include coverage for programming of the control module and your repair facility was updated. On 7/11/2023, your repair facility was paid for this authorization.

  We see that you have already cancelled your contract. CarShield will refund you payments in full minus any paid claims upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email [email protected] to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

   

   

  Customer Answer

  Date: 07/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  They being disingenuous.
  I had the call on speaker and had witnesses to how this was sold.
  
  I will accept Car Shield's version about whatever, when they bring me a technician who can do the following:
  1. Remove the passenger seat from the Ford Escape
  2. Remove the carpeting
  3. Remove the flooring
  4. Disconnect and remove the computer module
  5. Reprogram the module
  6. Reinstall the module
  7. replace flooring
  8. Replace Carpet
  9. Replace Passenger seat
  
  AND DO EVERY BIT OF THAT IN 18 minutes.
  THAT is what the "shop manual" that Car Shield uses to screw customers with says is how long it takes to do a two hour job. 0.3 hours.

  I was told, ad infinatum during that call,
  YOU WILL NEVER PAY MORE THAN $100 FOR ANY REPAIR AND EVERY NUT AND BOLT FROM BUMPER TO BUMPER IS COVERED.
  Nothing will ever cost you more than $100.
  Me: What about a $6,000 engine? Salesman: $100
  What about the transmission? Salesman: $100
  I'll be needing brakes soon...covered, Salesman: $100
  What about rental...COVERED $40/day...salesman: nope.
  TOWING...COVERED up to $125..
  Let's talk about this towing.
  I asked Car Shield to arrange a tow for the car.
  She calls me back about 15 minutes later and says that they have contacted three of the tow companies who contract with them.
  Tow number 1.....AN additional $279
  Two number 2....An additional $500+ on top of what Car Shield is paying
  Two number 3. An additonal almost $700
  Once again..I called *****, they sent ********* ******, and I asked the operator how much this 13 mile tow will cost..more than $125? he said...Nope..It's only 13 miles.
  So, having never gotten the names of the tow companies from Car Shield, I don't know who to point a finger at, but that's clearly gouging at the least, and outright fraud at the worst.
  Since at this point, I had every reason to reasonably believe Car Shield was going to find a way OUT of paying for the rental, I went to *****, my actual auto Insurance.>>SUV, 5 days....FREE.
  
  
  These people have no integrity whatsoever..and when you go to look on Trust Pilot or Scam Report...there are no shortage of comments about this illustrious company.
  Nope, I'm not getting a lawyer (read your disclaimer) Where I'm taking with these people you're not allowed to have, or even BE a lawyer.
  I will get back the payments I've paid them times three and the over $500+ I had to pay for this "COVERED" for an $almost 900 Repair, times 3...
  They lied through their teeth in selling this trash policy. I've cancelled the policy, but I trust them not at all, based on readings at Scam Busters, Scam Report and reading beyond the paid for reviews on Trust Pilot (and paid for reviews are very easy to spot..they are almost identical)
  I am no longer with the bank that they were debiting the checking account for payments on. My name is not on that account, the account still exists, but I'm not part of it anymore.
  That permission has been rescinded and my car shield account is supposed to be closed.
  I strongly advise MEPCO to make NO effort to debit money from that account again..since it's not my account any longer, that can be considered banking fraud.
  
  

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

  

  Business Response

  Date: 07/18/2023

   

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

  If you wish to accept our offer of a full refund minus claims paid, please email [email protected]. As the marketer of your vehicle service contract, CarShield can offer no other resolution on this matter.

  Customer Relations

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

• Initial Complaint

  Date:07/07/2023

  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 been with CarShield since august of 2021 paying $109.00 a month. My car broke down in June 2,2023, it turns out the engine is gone because of the pistons, CarShield doesn’t cover pistons; they told me to authorize a complete tear down of the engine to find the cause of the broken pistons, that cost me $1200.00. CarShield would reimburse if they cover the cost of the engine repair. Mechanic let carShield know the valves were bad which caused the failure. Carshield agreed to fix engine, they were getting the parts to fix it. They then called mechanic and said carbon buildup caused the valves to go bad and they don’t cover carbon build up, so my claim was denied. After four weeks of waiting and going back and forth with Carshield they decided not to cover the repair. I am out of $1200.00 for tear down and now have to pay $6200.00 for new engine. The mechanic will no longer do business with carshield. They told mechanic he didn’t have to take engine out of car to find the problem. CarShield will find any reason not to cover the cost even though they told me it was covered.

  

  Business Response

  Date: 07/10/2023

   

  Thank you for bringing this to our attention. 

  CarShield will refund your last payment as a courtesy. You will receive the refund back to the card on file within 3-5 business days. 

  Customer Relations

   

  Customer Answer

  Date: 07/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have been paying this company for over two years and have never had a claim until now. I’m out of pocket $7,400 because Carshield comes up with a different excuse as to why they are not paying. The valves on the engine are covered according to the contract, and they were sourcing the parts to fix the engine. Now  they’re saying carbon build up caused the valves to go and they denied the claim.  At every turn it has been an issue getting this done and I am out of a lot of money.  I cancelled Carshield and they took another payment the day after, they are already refunding that payment. I would like at least the $1,200 I paid to find the problem (at Carshield request) or half of what I’ve paid Carshield. One month payment is not sufficient, it’s a slap in the face.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/12/2023

   

  CarShield will draft the Settlement Agreement and Release for $1200.00 within 10 business days and email it to you for your electronic signature. 

  Customer Relations

   

• Initial Complaint

  Date:07/07/2023

  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.

  On August 26, 2021, I purchased a CarShield auto warranty by phone. Recurring charges of $99.99/month were to be charged to my credit card. All premiums were paid through the date policy cancellation was requested, on May 31, 2023. Cancellation was requested by telephone, at 11:12 AM CST.After reviewing my June, 2023 credit card statement, I realized that CarShield/Mepco had placed another premium charge of $99.99 on my credit card, without authorization. I called ************ on July 5, 2023 and requested an explanation and refund for the unauthorized premium charge. The customer ********************** agent claimed that they had no record of my cancellation request, and that no refund would be paid, although they would be happy to process a policy cancellation with an effective date of July 5, 2023, rather than the date it was requested, on May 31, 2023. I recalled the date and time of my call to request cancellation and was told that nothing would be done to remedy the error on CarShield's part and that I was free to pursue legal action against them, if I so desired. The call was terminated and no resolution has been achieved.CarShield's business practices are unprofessional, at best, and unethical, at worst. The value for benefit received is not worth a consumer's time or money. Claims processing is atrocious, with pennies on the dollar offered as a settlement. Consumers are substantially better off placing the equivalent of monthly premiums into a personal savings account or CD to earn interest, than wasting hours of time dealing with this inept and corrupt organization. Agents do not communicate with each other and consumers are forced to repeat information, time and time again, as is evident in CarShield's failure to timely process my cancellation request and/or refund unauthorized premiums charged to consumers after the fact.

  

  Business Response

  Date: 07/17/2023

   

  CarShield has refunded your last payment as requested. We are sorry to lose you as a CarShield customer. 

  Customer Relations

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

  Customer Answer

  Date: 07/18/2023

  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.  However, all consumers should be warned that CarShield auto warranties are not worth the value paid in monthly premiums over time.  CarShield customer ********************** representatives do not communicate with each other, internally, making the claim filing process a lengthy, frustrating process with little satisfaction found at settlement.  Save your money in an interest-bearing account and do yourself a favor, as an alternative to this program.
  
  Sincerely,
  
  ***********************************