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:11/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug. 23rd, 2022, my 2013 Dodge Dart broke down due to a blown head gasket. I took my car to ******** *********** which they work with CarShield. They said sent all the info that was needed to American Auto Shield, the company that’s contracted to CarShield. A few weeks later, I reached out to ******** regarding the status and they informed me that the ‘Adjuster’ needed more info on a part that was needed and I had fixed. I reached out to A.A. Shield and they said that’s what they were looking for, despite the repair facility provided them every piece of information that I had kept in my car. Last week, I reached out to both CarShield and A.A. Shield, and both gave me the response that a complaint was made about my contract, despite the repair facility informing A.A. Shield that it now went from a blown head gasket to a full blown engine and the repair would cost over $7,000. I have been getting the run-around from this company from the start of the initial claim, and this ‘Silver’ package that I have ain’t work spending $130 a month. They don’t care if your car is broke down, they won’t to help you get back on the road, even if they are an emergency and you can’t get to your loved ones. Also, I paid out-of-pocket expensive for me to get a rental($462.94). If they won’t to help me get my car back working, then I want my money back for the months that I had the service. My money shouldn’t be paying celebrities to advertise a product that doesn’t want to help

  

  Business Response

  Date: 11/14/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (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.

  A Legal Claims Director for AAS spoke with you on
  November 9, 2022, and advised him that in order to move forward with the claim,
  AAS would need verification of the thermostat replacement in the form of a verifiable
  service invoice showing the repair had been performed.   You stated that you expected
  immediate approval of the claim after providing the requested service
  invoice.  The Specialist replied that
  after receipt of that record, AAS could move forward with verification of the
  cause of trouble but cautioned you that there would be no guaranty of
  coverage.  The Specialist advised you that AAS could offer him a cancelation of the contract with a refund of
  paid premiums for the contract.   You provided the receipt dated June 14, 2022, which is being reviewed.

  You stated in your complaint that if
  AAS is unable to help you with the repairs on your vehicle, you wanted a refund
  of payments made for the contract.  The
  Specialist discussed this option with you on November 9, 2022, but you were not receptive.  With
  that stated, CarShield is willing to refund your payments in full upon
  execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line 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: 11/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: You guys are responsible for selling YOUR product, and providing false information of your product does not help anyone.  I left another warranty company for you guys cause y’all provided more coverage than just electrical.  All I want is having my car back on the road, so why are y’all AND American Auto Shield trying to fight this battle with me?  I have been patient for too long and ******** ********** has too.  I understand there’s over $7000 for the work of that engine, but that’s no excuse for keep delaying this problem.
  
  Sincerely,   ****** *****

  

  Business Response

  Date: 11/15/2022

  CarShield offered a full refund on this matter. As the marketer of the vehicle service contract a full refund is the only resolution we have to offer.  *** ***** will need to contact American Auto Shield for any claim related disputes.
  

• Initial Complaint

  Date:11/08/2022

  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.

  Purchased Car Shield policy to cover my husband’s vehicle. Car was sent to the dealer and issue was diagnosed.( This after 7 days back and forth and asking for multiple pictures. Dealership trying to take pics without having to take anything apart incase they did not approve the repair) Water pump and thermostat also gaskets needed to be replaced also but they determined they were not paying for the gaskets to be done. The dealership rep then tells me I can have the repair done without doing the gaskets. Ok great then everything else has been approved. Per CarShield all approved repairs are completed and you pay $100 deductible. Well that all changed once it was approved. The dealership said they agreed to pay a certain amount and it’s less then what they are
  charging so I will have to pay the difference plus my deductible. With that I would have to pay $1000 out of pocket plus my $100 deductible. That is not what they advertise. They mislead you to believe that you pay your deductible for covered approved repairs. We purchased CarShield so we wouldn’t have to pay this high out of pocket expense. It’s false advertisement at its finest. We have been paying $144 per month thinking if something happened to our vehicle we would not have to stress about the cost of having it repaired. Well we were wrong and we do not have $1000 to put out at this time. It’s false advertising and fraud to steal people’s money and not provide them the service that was promised.

  

  Business Response

  Date: 11/10/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (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 repair facility contacted AAS on 11/2/22 with several concerns including water pump and valve cover gaskets both sides including intake gasket as part of the repair.  Your repair facility was asked to send photos to verify failed parts and to provide estimate for repairs.

  On 11/7 your repair facility submitted photos of failed parts. Photos submitted showed coolant leaking to a drip and coming down the side of the engine and collecting on the oil pan and dripping off pan. Photos of top of the engine showed dried coolant residue with accumulating dust where coolant residue had sprayed and then dried. No oil leaks were shown. On 11/8/22 your claim was authorized for water pump and denied for repair to valve cover gaskets due to no verified failure. The repair facility was provided with authorization for covered repairs.  You were advised of claim decision and the out of pockets associated with the claim decision in great detail. You then decided to cancel your vehicle service contract. 
  
  Claim was adjudicated correctly per terms of the VSC. Claim was authorized for verified covered failure.  Your frustration with out of pockets costs should be directed at your repair facility. The out of pocket costs charged to you by the repair facility for non verified failed parts would be the liability of the repair facility for suggested repairs. The contract does not have liability for suggested repairs or non verifiable failed parts.

  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: 11/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I signed up with CARSHIELD !!!! LIKE I SAID YOU ALL ARE FRAUD AND RIPPING PEOPLE OFF. PASSING THE BUCK KNOWING THIS WILL NEVER BE RESOLVED !! YOU PROMOTE THAT COVERED REPAIRS WILL BE PAID FOR AND THAT THE OWNER WILL ONLY HAVE TO PAY THE DEDUCTIBLE… LIARS AND THIEVES.
  
  
  
  Sincerely,   ******* *******

  

  Business Response

  Date: 11/15/2022

  *** ********* contract clearly states the administrator of the contract is American Auto Shield and she had plenty of time to review the contract. 
  

  
  

  We explained in great detail why her claim was denied based on the information that was given to us from American Auto Shield. *** ******* rejected our answer and we advised her that we are not the contract administrator and that she needed to contact American Auto Shield to further dispute the matter. 
  

  
  

  As there is nothing further CarShield can do on this matter, it is as resolved as it can be regardless of *** ********* misunderstanding of the contract. Also there is no refund due to the amount of claims paid on the contract. 

  
  
  

• Initial Complaint

  Date:11/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After almost 2 years of paying them i had my check engine light come on with poor performance trying to get to safe area and was able to. On 11/01/2022 had truck at Dealers shop to be fixed and was told after waiting for some time was informed that Car Shield was not paying for this. I called them as well 8 times to get this resolved that day and was waiting for a supervisor to call me back, but they never did. i was stranded there with no way home but did courtesy of dealership. When i kept on calling car shield next day, and the next finally got someone that claimed she was supervisor, told her that back in March of 2021 when i spoke to your rep that i was getting the best service contract for my 2010 F150 and would never have to pay for any repairs again as long as i paid my money every month and i still owned the vehicle. I was so relieved to hear that. So, all this time i had been having my Bank account with drawn from every month with the impression that i was in trusting hands with car shield. She told me that what i needed done was not in my contract. Again, i told her what i had purchased and that's what i had why would i not have that on any warranty it's a 40,000.00 truck. She said Well we are not paying for the repairs. I then did tell her you will pay my money back to me all of it considering you have stolen my money lied to me took advantage of a disabled person I trusted you. You were going to pay my money back. She told me no we are not. She also stated that they record all phone calls and i said that's great there is your proof of what he said to me and sold me so let's listen to it together. She stated i could not listen to it. What? Why? i said, she stated company policy. I told her that's your words im done with you i will get my money back and informed her she has 10 days to refund all my $$. Please help Me I don't know what else to do. It was 03/01/ 2021 i started paying 100.00 a month and was still up till 11/01/ 2022. I want my money back!!

  

  Business Response

  Date: 11/09/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (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 repair facility called AAS on 11/3/22 to start claim for concerns of failed ignition coil and failed purge valve. At that time your repair facility was informed those component were not listed for coverage under your contract terms.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  All CarShield contracts come with a 30 day review period giving our customers ample time to review the contract and cancel with a full refund within the first 30 days. CarShield has no contractual obligation to refund any payments after that first 30 days.  Our customers are as bound by the terms of the contract as we are and CarShield has in no way violated to the terms of the contract. We have reviewed the sales call and the sales representative clearly explained the covered components. He also suggested your review the contract to make sure you wanted to keep coverage. 

  As a resolution,
  CarShield will refund your last 6 payments upon execution of a Settlement and
  Release Agreement. Please email ****************** to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line 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:11/07/2022

  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 had a problem with them before. They said that I did not follow the correct process. I explained to them that my dealership does not deal with them because of past problems. I was told to file a claim and if my dealership would not talk to them that can be the liaison between the dealership and them. I filed the claim online as it is recommended on the recording while on hold. They said they called the dealership and could not get in touch with my service advisor. I asked my service advisor to call them and she said she did but was on hold for an extended period of time. It is a shame that you are told something by one employee and another employee says that is not how it works. WHY DOES THE RECORDING SAY I CAN FILE A CLAIM ONLINE????

  

  Business Response

  Date: 11/09/2022

  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. ******************** has informed us they also received a complaint from you regarding your claim. 

  We have attached AAS' response to your complaint as our response as well. Since AAS in the service contract administrator and the obligated party under the contract terms, CarShield can not make any additional offer of resolution. Also it seems your reimbursement check has been mailed and you should receive it any day.  CarShield also considers this matter closed. 

  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 http://www.BBBBias.com

   

  Customer Answer

  Date: 11/10/2022

  Complaint: 18369559
  
  I am rejecting this response because:
  They did not send me a check for the new claim. I filed claim online and they are saying you can not do that. The message from them says I can file online. As told before if my dealership does not want to deal with them that I need to file a claim online and be the in between to talk to the adjuster. They keep saying that they need the diagnosis and repair information. I explained that I have all of that information. I pay Car Shield every month so they should handle this problem as the ** commercial is misleading. Pleas disregard attachment as that is from a previous claim.
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/10/2022

   

  The refund check was cut on 11/3/22. Please allow **** days to receive it via USPS. 

  As stated in our previous response, CarShield can make no additional resolution and considers this matter closed. 

  Customer Relations

  Customer Answer

  Date: 11/16/2022

  This complaint should not be closed as I have not received the refund check the claim they sent. I have called the company four times today and was hung up on was also informed that no check was cut. Auto Shield also confirmed that no check was cut. I spoke to ***** at 12:10 PM was on hold for thirty minutes and then the rep disconnected the call. I spoke to ******* with Auto Shield and she told me to call CarSheild. I called CarShield at 12:48 PM and spoke to ***** and he said he could not see anything and transferred me to someone named ** who never spoke once I explained the situation. 

  

  Business Response

  Date: 11/17/2022

   

  Per ******************** there was one that was sent out on 9/30/2022 and cashed on 10/7/2022 in the amount of $547.50. Please contact AAS at ************ and ask to speak to someone in the legal affairs. 

  Customer Relations

  Customer Answer

  Date: 11/18/2022

  Complaint: 18369559
  
  I am rejecting this response because: that is not for the same claim. This was a new claim I opened online on 10/27/22. Why did they say a check was mailed out on 11/3/22 if no check was mailed out. The new claim was for the *** speed sensor and the part is the wheal speed sensor which is covered part 47910-3DA0A. 
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/22/2022

   

  Thank you for reaching out us again.

  Per our email conversation, you are considering our offered resolution and will contact CarShield when you make a decision. 

  Customer Relations

  Customer Answer

  Date: 11/23/2022

  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:11/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Carshield over a year ago. I was told I was fully covered. I had to pay $250 up front from the dealership to see what was wrong with my car and Carshield refused to pay for the claim. They did not tell me where to take it and said the dealership was too expensive. Now my car is just sitting without being fixed. I asked that they cancel my policy and give me a refund and they refused.

  

  Business Response

  Date: 11/10/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, American Auto Shield (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. Your claim was denied for due to the catalytic converter and wheel speed sensor being not being listed for coverage under your vehicle service contract terms.  This was the correct adjudication. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  You stated AAS did not allow you to use your dealership as it was too expensive. This was confusing in that AAS does not have any notation of you being advised of this, and the claim was called in from an Infiniti dealer (Sawgrass Infiniti) whom *** has worked with on other matters. The denial obviously has nothing to do with the claim cost.  Also noted in Section D.5 of your contract it states you are responsible for any diagnostic fees on any unauthorized or noncovered repairs. 
  

  As a resolution,CarShield will refund your last 4 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  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-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************
  

• Initial Complaint

  Date:11/06/2022

  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 purchased a powertrain warranty from Car Shield on 8/29/2022 for my 2010 Volkswagen CC. The car had 137,714 miles at time of purchase. On 9/21/2022 I called to file a claim, the car had a check engine light on and started to run very rough with loss of power. The mileage when I made the claim were 138,355, contract states you can not make a claim until 20 days and 500 miles from contract effective date. The days and mileage were met to start the claim and it wasn't a problem with them and they made arrangements for the car to be towed to my local ********** dealership. After the car had been at the dealership service department for over 5 weeks and the technicians performed all the diagnostic tests asked for the final results were the engine had no compression on cylinder #1 and needed a new engine. That's when Car Shield and partnered company American Auto Shield started making excuses not to pay for the claim. They found a mileage error that was posted to the carfax report where a repair facility entered the wrong mileage to carfax before I purchased the car. They then estimated the mileage and claimed I didn't drive the full 500 miles before making a claim. I sent them proof that the carfax report was wrong because it was showing more miles then when I purchased the car 4 months after the service record posted on carfax. I emailed them a copy of the certified ***** ** ******* bill of sale from the dealership I purchased the car from showing the lower miles then the carfax report. They would not except that and denied the claim.
  
  CONTRACT ***********  CLAIM ******** 
  Car purchased from dealership on 7/27/22 with 137,585 bill of sale proof
  Car Shield warranty purchased 159.99 a month on 8/29/22 with 137,714 picture of gauge cluster as proof
  Called Car Shield to make claim on 9/21/22 with 138,355 ********** dealership confirmed mileage
  
  The 20 days and 500 miles waiting period were both met with proof provided.

  

  Business Response

  Date: 11/09/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (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. American Auto Shield has informed us they will be reaching out to you regarding this matter. 

  If you would like to contact American Auto Shield first they can be reached at 800-531-1925.

  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: 11/15/2022

  Complaint* ********
  
  I am rejecting this response because:
  
  I am rejecting because I haven’t heard from the company yet and the 7 days will be up tomorrow. I have called the number provided twice in the last six days and all customer service can tell me is that there are no notes in the system but it’s still being looked at with no time frame given.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/15/2022

   

  American Auto Shield has informed us they have spoken to you as of today and have gone over the offered resolutions. 

  Please contact them when you make a decision on this direction you wish to take. 

  Customer Relations

   

• Initial Complaint

  Date:11/06/2022

  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 decided to get a carshield warranty on my used 2008 **** Explorer. I thought It would be a great way to save money for auto repairs. Turns out it was a bad financial decision. I have spent an extreme amount of money on Car repairs that Car shield didn't cover. Throttle body; ************ resister and the *** power train control unit. I paid for all of this out of pocket all while paying a monthly premium to CarShield. They withdrew $134.99 from my account on November 3rd and I canceled car shield on November 5th. I was not able to get some of my money refunded. Paying them every month and not able to use Carshield not even once for car repairs is a waste of time and money . I've decided to save money a different way for car repairs moving forward. I'm extremely disappointed and I do not recommend purchasing a warranty with CarShield.

  

  Business Response

  Date: 11/09/2022

  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' you called in to start a claim on 10/20/22 and were told your repair facility needed to call to start a claim.  You were advised your repair facility would need to provide a cause of failure and an estimate of repairs to verify coverage. On 11/4/22 your repair facility called AAS with a claim for PCM failure associated with no communication to Throttle Body assembly. At that time your repair facility was advised PCM and Throttle Body were not listed for coverage per terms of the contract. No claim was started. A list of covered components can be found in Section B of your contract. 

  On 11/11 you filed complaint for dispute of coverage. This complaint stems from lack of understanding of your contract terms and conditions concerning coverage. Your vehicle qualitied for the contract you were sold as no other options were available.  You had the opportunity to review contract after purchasing and cancel within the first 30 days. 
  
  We see that you have already cancelled your contract, as a courtesy CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  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 http://www.BBBBias.com

  Customer Answer

  Date: 11/10/2022

  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:11/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for their service on 6/15/2022. They told me at the time my payments would be $59.99/month. I never received the booklet or contract from them. I checked my bank account and they've been charging me $79.99/month. I called them to cancel and get my money back. He told me they couldn't do it if I didn't cancel out the services.

  

  Business Response

  Date: 11/07/2022

  We
  appreciate you bringing this to our attention.

  We have reviewed the recorded sales call during which our sales representative quoted you a price of $69.99 plus tax.  There was no mention of $79.99 or $59.99 throughout the entire call. 

  Nonetheless, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. Please email
  ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line 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:11/03/2022

  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.

  Brought car maintenance plan 06/04/2022 and the sales representative did not explain to me the difference between the packages based on my mileage, until I needed the maintenance service. Since I had high mileage, it was the representative responsibility to inform me about that critical point as related to my maintenance needs. This was a slick movement and I very unhappy that critical parts are not truly covered and I want a partial refund because this is my first incident and certain parts of the contract are not simply clear enough. If I knew they couldn't help me with critical parts, I wouldn't have considered trying their business. It's like they don't want to repair anything; too many stipulations!

  

  Business Response

  Date: 11/09/2022

  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. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. The gauge cluster is not listed for coverage under your vehicle service contract terms.  A list of covered components can be found in Section B of your contract. 

  During the sales call you were given the best contract your vehicle qualified for based on the make, model and mileage.  It was also explained to you that you had 30 days to review the contract and cancel with a full refund should you decide not to keep coverage. 

  Although CarShield has no contractual obligation to do so, we will refund your last 3 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  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 http://www.BBBBias.com

   

  Customer Answer

  Date: 11/10/2022

  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:11/03/2022

  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 put a claim in for my truck to be repaired my ******** **** *******. They diagnosed that my drivetrain is bad. They gave Carshield the symptoms of the truck and how to repair it. Then they said then need ******** **** * ******* to pull out the old one to take pictures but there would be a chance the labor would be my cost if they denied my claim. I spoke to a representative on 11/2 and he stated as long as ******** **** can tell what the problem is then it would be fixed. I am hearing one thing and ******** **** is hearing another thing. This is very frustrating. My truck is a 2017 and has had ZERO issues before this. I was already weary about doing business with CarShield and now I am annoyed.
  
  I just want my truck repaired by the services that I have been paying $100 per month.
  
  Thank you

  

  Business Response

  Date: 11/07/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (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' notes your claim is currently placed in inactive status as you have refused to have the RDI necessary to determine the cause of failure to be performed.

  While AAS knows the result of the failure the cause of failure must be identified. There is also suspicion you operated the vehicle for over 10 days after the claim was filed causing additional damages to the vehicle. Your claim can not move forward without the requested RDI. If you have any additional
  concerns regarding this repair claim, you may contact American Auto Shield
  directly at 800-531-1925. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still 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 **********************