Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2023

  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.

  ************** and ************** are accounts associated with contract #MSR4299117. Problems with my transmission pump, cbd axle, and vapor valve were all claimed to be my responsibility, with the deductible and all necessary parts costs being my responsibility to fund. As a person with a disability in *****************, I feel like I've been targeted by advertisements from Car Shield and ********************. If I do not receive a complete refund of $2,114.82, I will file complaints with the ************************ and the attorney general of Georgia. I plan to make a formal complaint to the *** as well. I will also contact the media in my area to expose these corporations. Be warned that I will not accept defeat and will pursue my refund vigorously.

  

  Business Response

  Date: 06/28/2023

  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 for contract MRF4299117 was correctly adjudicated as your contract does not list all the failures reported by your chosen repair facility as covered repairs (vapor management hose, Trans fluid pump control module, battery, control arm and loose steering gear bolts. *** does acknowledge coverage for the CV axle. A list of covered components is clearly listed on page 12 of 22 in your contract which we have attached for your convenience.  We encourage customers who have claims denied because the repairs aren't listed for coverage to review this portion of the contract for a better understanding of the reason for the denial and ***' willingness to stand behind the denial. Also stated in the contract is the refund policy. The policy clearly states there is no refund due after the first 30 days of purchase.  

  Nonetheless, CarShield is willing to amicably settle this matter and, as a gesture of goodwill,offers the requested full refund on both of your contracts 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 numbers (MRF4299117 & MRF4299100) 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: 06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20238116, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/26/2023

  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.

  My 2018 Chevrolet equinox broke down in Maryland when I went to visit family so I had carsheild covered and I tow car to *****'s ********* to get fix they had my vehicle for almost 2 months fighting with car shield to fix I did everything correctly carsheild said I didn't drive over 500 miles which isn't true I went way over 500 miles I have the oil change records to prove it and they still declined on there contact I had to rent cars every since to goto work my vehicle is still in Maryland I need my vehicle fix and refund for my rentals car Iam going broke because of them.

  

  Business Response

  Date: 06/28/2023

  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 ***, after reviewing the service records provided it was determined your vehicle did not travel the required 500 miles to be out of the waiting period. The inception mileage were incorrectly reported and your vehicle would be ineligible for coverage.

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

  Customer Answer

  Date: 07/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  they are still not trying to fix my car.  My truck has been sitting in another state for 5 months.  I sent them the oil change records and went way over 500 miles before I had an issue with my truck.  I have been renting cars ever since they declined my issue.  I have spent $4000 on rentals and have all my receipts.  My truck is paid for and it's not like I can go buy another truck.  I have lost so much money.  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 07/06/2023

   

  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 **** **** ***** **** **** ********* *** ***** ** ***** ** ********************************** or see Section M,
  Dispute Resolutions, of your contract. 

  If you wish to accept CarShield's offer of a full refun, please email ****************** and we will draft the Settlement Agreement and Release. 

  Customer Relations

   

  Customer Answer

  Date: 07/17/2023

  I reject their response because all I want is my car fixed.  

• Initial Complaint

  Date:06/26/2023

  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.

  Called in January to cancel they only want to offer a discount never cancels it still charging me called back a couple months same thing called back 3 rd time they tried to say I didn’t cancel. They reps only sales you things told them I lost my job they still charging me and have to wait all day for someone to assist.

  

  Business Response

  Date: 06/26/2023

   

  We appreciate you bringing this to our attention.

  We see that a refund has already been requested on your behalf. We are sorry to lose you as a CarShield customer. 

  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:06/25/2023

  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 insurance with this company. They approved my car to
  Be fixed after we had to get an attorney.. now my car had been repaired and they won’t give them the code to get paid !! My car has been there since March 20.2023 ! I’ve been stuck and can’t even have test done my dr need me to have done . This has been the worst company I have ever delt with. FALSE ADVERTISING not to mention much more the Advertise monthly payments never increase !! ALL LIES . I am
  Gonna make a til tok also about this situation this week I’m praying for them and their business tactics !!! ***** *********** *****

  

  Business Response

  Date: 06/28/2023

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

  Customer Answer

  Date: 07/08/2023

  I just received this email . I have Not received any information from the car Sheild . Their rep called the Cadillac company and told them

  to repair my car . Once they repaired it car shield has not paid it ! I have not received a rental which I was or should have been able to receive for up

  to 100 . A day . According to Cadillac they said they were not in business to fix cars without proper approval. The. Will go to court with me as my witness. So whatever we need to do ! I have a attorney and we can just see in court what they will pay !! Have a very blessed day ! God is good and im sure the outcome of this will be … just like closing a complaint without giving someone time to respond !!!! Sounds like u are just like car shield. A joke!   ***** *****

  Customer Answer

  Date: 07/08/2023

  You said they were reaching out to me. This was june 26 now July 8 I still have not heard anything !! They are a joke ! I would tether take my chance in front of a judge !! Make more sense to me ! This is just fyi ..

   

  ***** *****

  

  Business Response

  Date: 07/10/2023

   

  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

   

  Customer Answer

  Date: 07/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  They have not made a attempt to settle this so we are going to court ..
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/18/2023

   

  We have repeatedly tried to explain that CarShield has no authority over claims. All claim decisions are made by the contract administrator, ******** **** ******.  You will NEED TO CONTACT THEM REGARING A CLAIM DECISION at 800-531-1925

  As the marketer of your contract, we can only offer a full refund with a signed Settlement Agreement. If you wish to accept this offer, please email ****************** and we will draft the Agreement for your electronic signature. 

  Customer Relations

  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:06/24/2023

  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.

  CS= CarShield **- Dealership Issue started Oct 2022. Called CS about filing a claim. CS informed me that the issue was covered, have the ** contact the claims **** to start process. The ** called. After not hearing from CS, I contacted them; CS stated that they could not find the info from the **. I called the ** and had them resend it. The same thing happened. I called CS and informed them to process my claim they said was included or cancel the service. CS stated that they were going to take care of the claim. I went into ******* and had them call CS, and I called CS letting them know the ** is waiting on CS to proceed. At this point, I involved the ** at the ** because I was not sure who was dropping the ball-CS or the **. The ** assured me his team has been reaching out to CS and they get the run around as well or hit roadblocks with non-working numbers. I called CS several times asking to speak with a supervisor or higher admin to cancel services and receive a full refund. I was transferred from person to person, promised that a supervisor will call me within 24hrs and they do not. CS Reps stated that they were cancelling and did not cancel, one said she cancelled but changed the price. Now after mentioning if I needed to have a lawyer take care of this, and calling back after the supervisor did not call me, CS said 6.23.23 that CS stated to the ** in October 2022 that they could not complete the claim. They did not tell anyone this; I called several times with the dealership and they have never stated that they could not process the claim; they stated they could and it was covered. I told the rep if that was the case why would I, several reps and the ** at the ** continue calling CS after October along with repeating the steps trying to get the claim processed? CS says that calls are recorded; please play them back, hear the lies told, cancel services and provide a full refund of $979.89 (Aug- Dec 2022: ***** x 5= ******; Jan- June 2023: ***** x 6= ******)

  

  Business Response

  Date: 06/28/2023

  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 chosen repair facility contacted AAS on 10/12/22 to start a claim. AAS partially denied the claim and your repair facility stated they would call back in to continue the claim. *** did not hear from your repair facility again. They do note they spoke with you on 6/3/23 and when you were advised that repairs need to your vehicle are not listed for coverage under your contract terms.  The call was then disconnected.  A list of covered components can be found on page 12 of 19 in your contract which we have attached for your convenience. We encourage you to review the contract for a better understanding of why the claim was denied and AAS stand behind their denial. 

  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

  ********************** 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: 06/29/2023

  Complaint: 20232415
  
  I am rejecting this response because:

  
  The service contract details were not originally sent to me, which is why I relied on Car Shield reps for information. I was not under the notion that the service was not provided by Car Shield. I called Car Shield several times about this issue and that was not mentioned by the Car Shield reps and they spoke as if it was Car Shield providing the service and the claim was covered. Also, the dealership called Car Shield several times- they were never told them that it was partially covered. They were told several times that the issue was covered completely; however, the process could take some time. Apparently, this was only a stall tactic time and time again as Car Shield finally told me months and months later after calling several times that they would not cover the issue at all. The ** at the dealership assigned someone to this issue along with the original rep at the dealership that was helping. We all have called several numbers and Car Shield reps answered providing false and misleading information. Car Shield is responsible for providing false information and dragging out a contract that would not have been started or would have been cancelled in Oct.2022, if the truth was told about Car Shield and their services at either point. Furthermore, I am asking again for the account to be cancelled and a full refund provided- Car Shield did not provide any service only false information and that was not what I expected to pay for. At least, I am seeking a full refund of $979.89 which is August 2022 to December 2022- ***** x 5= ******; January 2023 to June 2023 ***** x 6 = ******, for the inconvenience, lack of service and false information provided by Car Shield.
  
  Sincerely,
  ************

  Customer Answer

  Date: 06/29/2023

  In response to the message below- **********************

   

  Dear ***** O:
  
  Better Business Bureau has received the complaint that you submitted on 6/24/2023 against CarShield.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  Please provide your full last name.
  
  Once clarification has been received, BBB may be able to continue processing of the complaint. Access to this complaint will close after seven (7) calendar days. If you respond after that time, please contact our office directly at ************ or ********************************************************.
  Thank you for your prompt reply.
  
  Sincerely,
  
  Dispute Resolution Department
  Better Business Bureau
  ************
  ************ Fax 
  ********************************************************

  

  Business Response

  Date: 06/30/2023

   

  In an effort to resolve this matter CarShield will refund your payment in full 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

  Customer Answer

  Date: 07/04/2023

  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. Per the response from Car Shield, I will email ******************************* to obtain the full refund requested.

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

• Initial Complaint

  Date:06/23/2023

  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 filed a claim with the company to do repairs that are covered in my contract. I have been paying them for 3 years and never filed a claim. They found reason not to cover my repairs for issues that were not the cause of the vehicle malfunction. I want to dispute their claim and have them repair my vehicle.

  

  Business Response

  Date: 06/29/2023

  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 adjudicated correctly. Your initial call in January was to check on contract coverage for timing belt if you had paid for repairs. At that time you were advised to have your chosen repair facility call *** if no claim was started. *** notes that 5 months later your the timing belt failed and caused the engine to fail and lock up.  Your claim was denied due to improper repairs that would have been under your repair facility's 12/12 warranty had you used a ASE certified mechanic. Instead the repairs were performed by a co worker who was unable to provide a verifiable invoice, only receipt for timing belt/water pump kit.  Your contract clearly states that all repairs must be done at an ASE certified repair facility/mechanic. 

  If you have any further disputes or
  questions regarding your repair claim decision, please contact *** directly at
  ###-###-####, or see Section M, Dispute Resolutions, of your contract. 

  As a resolution, CarShield
  will refund your last 12 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:06/22/2023

  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 a service contract for my vehicle with car shield. My transmission recently went out and is covered under my service contract. Car shield informed me that I will have to pay $1700 out of pocket to get my car repaired. I feel I shouldn’t have to pay out of pocket when the transmission is under warranty. I was informed by a agent that they are going to replace it with a used transmission. I declined the offer because why would I replace a transmission that just went out with a used one that could possibly go out. The agent told me the shop was over charging. I spoke with a different agent and he told me the price of a new transmission was the same price that the shop was charging. Then I was told the used transmission had a 12,000 mile or 12 month warranty. Then I was told they would replace the used transmission if it went out with in that time frame. I don’t understand why they would want to purchase a used transmission and take a chance on having to replace it within a year. After speaking with the second agent I was told I would receive a call within 48 hours from the adjuster. It has been four days and I have yet to hear from the adjuster. I don’t feel it’s right that I will be forced to take a used transmission that can cause me problems later on down the line. There is nothing in my contract that says I have to accept used parts. Then the agent told me that they was doing what was best for the company. I would think your consumer best interest would be important. I don’t feel I should have to accept a used part. I also feel I shouldn’t have to come out of pocket when my repair is under warranty.

  

  Business Response

  Date: 06/28/2023

  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 your claim was adjudicated correctly and per the terms of the contract for MCE credit as your chosen repair facility does not accept shipped in parts. That is the reason for your out of pocket costs. If you have any additional questions regarding
  your claim, please contact *** directly at ###-###-####. As your contract
  administrator and the obligated party under the terms, they will be happy to
  answer any questions you may still have. 

  *** has authorized $4,293.14 in claims on your behalf. You have made 3 payments on your contract. Since the amount of authorized repairs in significantly larger than the amount paid into the contract there is no refund due.  If you wish to forego the authorization, CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept void the authorization and receive a full refund, 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: 06/28/2023

  Yes I may have been with the company under this particular vehicle for three months but have been with the company with a previous vehicle for over two years. Never once did I submit anything that was cover under warranty. So when I just recently purchased this GMC Acadia and decided to cancel my previous vehicle and place the GMC Acadia under warranty because this is the vehicle I decided to drive more on a day to day basis. 
  The repair shop does accept shipped in parts. They just wasn’t going to accept this particular part shipped in because the part *** was going to have shipped in was not of a new/rebuilt. It was a savage part with already 75,000 miles. The GMC had a little over 106,000 miles when this part failed. It wasn’t worth the shop time or the customer’s money to use a savage part when this particular part is known for failing. This repair shop has been in business for over 20 years. 

• Initial Complaint

  Date:06/22/2023

  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 did not service exactly what they said they would service for my vehicle. They were supposed to cover air conditioning damage and they did not do that.
  
  I would like for them to cover the coverage with the air conditioning because this is why I got the extra plan or pay me a refund of all that I have paid them over the years back.

  

  Business Response

  Date: 06/26/2023

  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 chosen repair facility opened a claim for a condenser and radio failure. Your repair facility provided photos of the condenser damage from hitting a road hazard (likely a rock) and the radio is not listed for coverage under your contract terms. The denials are correct and per the terms of your contract. 

  As a resolution, CarShield will refund the last 2 payments on each contract 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:06/22/2023

  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.

  They refuse to replace my engine because components went out and now they are saying they will not fix my engine and its not covered under my warranty
  I have been paying for over 3 years and they just took my money

  

  Business Response

  Date: 06/29/2023

  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 no claim or adjudicate or review. They also don't have any contract notes in their data system.  They have no information as to when this supposed failure happened nor what the actual failure is. *** ran a CarFax report as part of the normal complaint review process and nothing showing up in CarFax for any recent major repairs in the last 3 years.

  Please send the name and phone number of the repair facility as well as the date they called to start your claim so we can search our calls system. CarShield records all phone calls and if the repair facility called we will be able to locate it and give *** the information regarding the call. 

  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: 07/09/2023

  They pad for water pump. For my repair,that it, that doesn’t fix my car.

• Initial Complaint

  Date:06/22/2023

  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.

  Car shield called my husband to get a payment he did not inform me. I saw the transaction I told him I don't like the policy or their coverage or service and wanted to cancel but it was too late to call. I called today. They cancelled but refused to refund the payment they took out the previous day. I informed them that we did not use the coverage and don't need and they still refused to refund. It hasn't even been 24hrs since they took the payment. We have been paying for this service for many months. The one time it tried to use it there was going to be many days wait for service and rental car , etc. We needed the car fixed asap. They have taken a lot of money w/o having to pay out any claims. Since I cancelled the policy w/I 24 hrs they should refund my money. They just like to take ppl money and have very poor service.

  

  Business Response

  Date: 06/23/2023

   

  Thank you for bringing this matter to our attention. 

  CarShield will refund your last payment on each contract. You will receive the refund back to the card on file within 3-5 business days. We are sorry to lose you as a CarShield customer. 

  Customer Relations