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:07/05/2023

  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.

  In March I attempted to have my vehicle repaired however only a small handful of repair facilities accepted Carshield. Once I found a service repair facility excepting Carshield they originally agreed to pay the repair cost and quickly denied the claim amount. For over 2 weeks I called repair facility and Carshield to expedite the process. Carshield only approved about one fourth of repair cost. I had to pay balance of over $3000 for things other car warranties covered. I called in numerous times canceling the coverage however Carshield has continually charged my acct $223.45 every month since. I have called in numerous times and each representative says there's NO notes on the acct verifying it was canceled. I would like to be refunded 4 months of coverage I never authorized and payments to stop.

  

  Business Response

  Date: 07/06/2023

   

  Thank you for bringing this to our attention. 

  The notes on your account state your refund of 4 months has been requested. You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 days. We do apologize for the inconvenience. 

  Customer Relations

• Initial Complaint

  Date:07/04/2023

  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.

  Had to pay $1,934.51 of $3,963 for labor. Warranty required teardown of motor and would not pay for labor. It took dealership 1 month to complete job due to Warranty company. The commercials advertised on television are false advertisements.

  

  Business Response

  Date: 07/07/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per AAS, your claim decision is correct. All out of pocket costs are due to excessive non verifiable labor charged by your chosen repair facility is not covered per terms of the contract. If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  The amount of the authorization is greater than the amount you have paid into your contract. If you wish to void the authorization amount, 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-*********.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: 07/08/2023

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

• Initial Complaint

  Date:07/04/2023

  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 obtained coverage for my 2016 Jeep Cherokee from CarShield in 2019. When a clinging noise appeared on June 1, 2023, I contacted CarShield, and they directed me to a Preferred Service Center. Despite their efforts, the service center couldn't identify the issue. I then went to a Chrysler Dealership where routine maintenance was suggested, costing $1,828.59. However, they discovered metal in the engine, rendering it useless. CarShield refused to honor their contract and only offered $3,649.00 towards the engine replacement, leaving me to pay an additional $6,589.22. Despite faithfully paying $89.00 per month since 2019, CarShield denied my request for a new engine. Their misleading warranty failed to disclose the use of substandard parts. Carshield deceptive practices aimed at taking advantage of and causing consumer harm. This situation has caused significant emotional and financial distress, and I believe CarShield should take responsibility for the $8,417.81 spent on services for my vehicle.

  

  Business Response

  Date: 07/07/2023

  Thank
  you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service
  contract, ******** **** ****** (***) is the administrator
  of your vehicle service contract and has FULL authority over repair procedures,
  approvals, denials and payments.  We have contacted them to obtain
  information on the repair claim you have referenced. *** states the reason for your out of pockets are due to parts & labor charges by your chosen repair facility. They also advised your repair facility would not allow parts to be shipped so the only option was using their engine.  We reference Section F.8. of your contract which states "At the ADMINISTRATOR’S election, repair or replacement of COVERED PARTS will be made with parts of like kind and quality, including but not limited to new, re-manufactured, exchanged, or used components." and Section K. 1.- "Parts replacement may include new parts, or parts of like kind and quality,
  which may include used parts, after-market parts or remanufactured parts as customarily used in the automobile industry." We have attached a copy of your contract for convenience.  CarShield has in no way violated the terms of the contract. 

  *** has authorized $3,182.07 towards your repair. Your claim has been adjudicated correctly.  The amount of the authorization is also more than you have paid into the contract. However, in an effort to resolve this matter, CarShield will refund your last 6
  payments upon execution of a Settlement and Release Agreement. If you wish to
  accept this offer, please email [email protected] to confirm and we will draft the Agreement and email it to you for your
  electronic signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

• Initial Complaint

  Date:07/03/2023

  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.

  As in the pics I uploaded I requested to have my membership canceled and u can see the response I received back but they still charged my card and not they r saying that I had to call in the cancel it but nowhere did it say that I had to call in and from my email I sent someone should have either emailed me back or called me letting me know!

  

  Business Response

  Date: 07/06/2023

   

  Thank
  you for bringing this to our attention. 

  CarShield has cancelled your contract and we will refund your last 2 payments as a courtesy. Please allow 10 days to receive the refund. 

  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:07/03/2023

  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 car warranty with this company. I called to ask if they would accept 24 months premium to make an unexpected repair since I as a new customer, and had only made one month's premium! They told me to just keep my invoice for the $3891 repair, and they would reimburse me after my waiting period is up: "you will be fully reim-bursed." However, they refuse to cover the cost as promised.

  

  Business Response

  Date: 07/07/2023

  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:07/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy with CarShield on April 21st. During the purchase I was told I had a 90 day money back guarantee. I found out I actually still had warranty through Dodge. So on July 3rd I cancelled the policy and was informed that there was only a 60 day money back guarantee, and that ended on June 21st. Therefore would not receive a refund for something I never used. Even if it was a 60 day guarantee, there was a 20 day grace ****** for the policy to become effective. Meaning my policy didnt start until May 11th. 60 days from May 11th would be July 9th, which if I canceled on July 3rd would still be in the 60 day window. I would like to know if you could do anything about this situation. They are not clear and do not provide efficient descriptions on their policies or provide any material in which you can read the fine print about anything. I know its only $380, but that would help my family tremendously right now. Im a disabled veteran on a fixed income. And its not worth the attorney fees. Thank you for your time and understanding.

  

  Business Response

  Date: 07/06/2023

   

  Thank you for bringing this to our attention.

  CarShield will refund your payments in full to solve this matter.  You will receive one payment back to the card and a check will be sent for remaining balance.

  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: 07/08/2023

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

• Initial Complaint

  Date:07/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a copy of a letter that I am forwarding to the BBB- Better Business Bureau of St. Louis. I should have written it many months ago.
  
  When I saw an ad for this type of car insurance, I decided to look into it. I called the number on tv and was put in touch with the brand new office near here. I spoke with a young woman who answered my questions. She didn't offer any extra info. I asked about the price of the insurance, and she quoted at $90 per month, and that would be the price for as long as I had the insurance.
  
  From earlier experiences, I knew that a high price, so I said that I wouldn't be signing up for that price.
  
  The next day I got a call from a young man from that office, who tried to talk me into purchasing the policy, and hung on like a dog after a bone. I told him he would have to accept "no" for an answer, he wouldn't so I hung up.
  
  The very next day the boss, I presume, called and insisted that I couldn't go without coverage, that it was ridiculous not to. When I said no again, he literally raised his voice and said very insulting things. Like I must have it or else I would regret not getting it. After that I got several letters in the mail, with the same pitch.
  
  I'm sure he could tell that I was an older woman.
  
  Here's the deal. I checked with my daughter who is a car loan officer, and purchased a policy for $12,000, 4 years, and 50,000 miles.
  
  Get me out of your files, and address list.

  

  Business Response

  Date: 07/06/2023

   

  We appreciate you bringing this to our attention.

  We have added your contact information to our do not contact list. 

  We do apologize for any inconvenience. 

  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:07/01/2023

  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.

  Carshield/******** ********** was my extended warranty provider and my car was in the shop awaiting approval to be fixed for my transmission. I was told once approved I could rent a car for up to 100 dollars a day for 14 days since it was the transmission. I rented a car on the 25th of May because carshield/ ******** ********** approved my claim that day but due to a holiday no cars were available. I asked a carshield rep can I purchase a rental from other agencies other than enterprise she told me I could but I would be responsible for the out of pocket and I would be reimbursed what I paid for the rental car. So I purchased a car from turo and I returned it on the 2nd of June I submitted the required documents and was told I would be reimbursed 889.00 I had the rental for 9 days I also was told I would receive the money by check.
  I received a check for 1089.00 deposited it in my account because I heard nothing and then a few days later it was returned unpaid to my bank. I contacted carshield only to be told I would be only getting 549 dollars because they donot cover travel fees that turo charges to rent their cars. When I submitted my paperwork noone mentioned this to me and there is nothing stated in their contract that it's not covered I paid 889.00 for the rental and only getting 549 dollars back when 6 carshield/******** ********** rep told me I would be getting back 889.00. When I asked to speak to a manager I was told noone was there so I couldn't. I was also told alot of reps donot know it's not covered but why is that my fault? I just want what's owed to me.

  

  Business Response

  Date: 07/10/2023

   

  We appreciate you bringing this to our attention.

  The notes on your claim state you have been reimbursed for your rental. *** has also authorized $4375.45 in claims on our behalf. You have made 2 payments on the contract. Since the amount of authorized claim is significantly higher than what you have paid into the contract, there is no refund due. 

  Customer Relations

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

  Customer Answer

  Date: 07/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I paid 887 for the rental and only got reimbursed 549.00.....
  
  
  
  
  
  Sincerely,
  
  
  **** ****

  

  Business Response

  Date: 07/11/2023

   

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

  Customer Relations

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to a a mechanic.  My power windows are not going up and down I took it to get it repaired and the guy did a diagnostic test. He told me it would be a couple hours so he called carshield and they denied the claim and said it was because of a part.  I called again and spoke to an adjuster and I asked for my contract to be emailed to me stating that they would not cover the power windows.  She emailed it to me and said yes it says it covers power windows and I asked her which part is not covered and she said the regulator which is the same thing and my mechanic agreed it should be covered. I had the same issue with the ** in my Jeep.  They need to be honest and provide the services they claim they will cover in their contract.

  Customer Answer

  Date: 07/03/2023

  Customer ********************** are also very rude & would have you on hold for a very long time, they like to play games 

  

  Business Response

  Date: 07/06/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per AAS your claim was opened and authorized for a condenser failure.  This claim was adjudicated quickly and correctly.  The window regulator was denied correctly as it is not listed for coverage under your contract terms. We see that you have spoken to customer ********************** representatives, adjusters, and claims supervisors have all explained that the regulator and motor are different parts, the motor is listed for coverage but the regulator is not.  You have been advised of this several times.  

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

  As a resolution,CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

  Customer Answer

  Date: 07/07/2023

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

• Initial Complaint

  Date:06/30/2023

  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.

  I purchased a car shield contract and the gentleman over the phone sold me all of these good things about it. Finally my vehicle was due a repair and it was time for my vehicle to get serviced. I made the necessary calls to car shield and the dealer. I took my vehicle to get serviced at the JEEP dealer on Tuesday June 27th I was told by the person whom helped me after going through paper work and things that #1 car shield would cover the rental and #2 carshield also covers the diagnosis to call and confirm. After leaving my vehicle and getting a rental I called carshield and spoke to an employee who assured me that yes the rental would be covered as well as the diagnosis. I continued my week with no worries. The dealer informed me that an inspector had to come out they would give me a call when it's done. 2 days passed I got no call so I called carshield to check b the claim and apparently no no inspector needed to come out carshield felt there was no need that they would do pictures. I get a phone call Friday today June 30th from the dealer telling me that #1 not only is my rental NOT COVERED but also #2 MY DIAGNOSIS IS ALSO NOT COVERED. After being told this through the salesman at carshield. Now not only am I stuck with having to pay $300 for a car rental that I was told was going to be covered I also am stuck having to pay $189 for a diagnosis. THIS IS RIDICULOUS!!! I got input from other's who also purchased and canceled their contracts. I ended up cancelling my contract. This was not only fraud but this is terrible business.

  

  Business Response

  Date: 07/06/2023

  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 adjudicated correctly based off the diagnosis and findings provided by your chosen repair facility.  The information received from them stated your vehicle's engine has 32% leak down with suspected valve seat/valve for the cause of failure which would not be an internally lubricated component. 

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

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