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:06/22/2023

  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 am writing because I have requested an expect a full refund in the amount of $1,429.89, which equals my total payments in premiums to Car Shield since July of 2022. For the majority of the policy period I was lucky enough to not have to file a claim, but recently I experienced a problem with the suspension on my vehicle. I took the car into my mechanic as was promptly told that he would 100% not deal with Car Shield. He said they are impossible to deal with from a vendor side, and he had repeatedly been unsuccessful getting an agreement to be reimbursed. I took the car to 3 other mechanics in my area around ********** and ***, ** - and was told the same thing over an over. When I called CarShield they provided a list of vendors, but none of them were close and even some of those who I called told me they no longer deal with Car Shield. This lead me to do more research, and I quickly discovered the THOUSANDS of complaints on BBB along with a class-action lawsuit. I also discovered that Car Shield is the same company as American Home Shield, who I previously had a complaint with and had to receive a settlement for a claim they would not pay (the record of this is on BBB, my thanks to you for your help again). Please see below your rating for this company. I have cancelled my policy as of June 2023 and sent a notarized letter requesting a refund, via certified mail return receipt (attached), on June 21 2023. I fully expect this to be ignored, as is their method of operation, so I am preemptively filing this complaint in hopes of them actually taking action. This company, like American Home Shield, is a scam. They collect money and then do everything in their power not to pay claims. Their customer ********************** is non existent, they lie to their customers, and I believe I am due a full refund since I unable to get the service they claim they provide.Thank you, *************************** BBB ********************** D THIS BUSINESS IS NOT BBB ACCREDITED

  

  Business Response

  Date: 06/27/2023

  Thank you for bringing this to our attention. 

  CarShield, based out of ********, is a seller of Vehicle Service Contracts (VSCs). A VSC is an agreement to provide specific vehicle repair services and has specific inclusions and exclusions, based on the level of coverage purchased by the customer. When a VSC is purchased, the customer has 30 days to review the agreement to ensure it meets their needs.The customer can cancel the agreement at any time during the initial 30 days for a full refund. This 30 day period also gives our customers ample to time to review the contract terms as well as research BBB ratings, complaints etc. 
  

  ******************** (AAS), a separate entity based out of ********, is a VSC Administrator. AAS administers the repair claims for VSCs sold by a variety of sellers. AAS manages the repair claims process for customers, determines repair eligibility under each customers specific VSC coverages, and facilitates the resolution of approved claims.

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select. However, each repair facility is able to determine who they wish to do business with as well. There is nothing that CarShield or AAS can do to force any repair facility to work with you.  AAS conducted a search and found 17 repair facilities within 10 miles of your zip code that have worked with CarShield coverage in the past. Furthermore, AAS has no notes or interactions with you requesting assistance in locating a repair facility within your area. 

  CarShield has not violated the terms of the contract in any way. Although there is no refund due, 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 more than generous 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: 06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20222488, a 6 payment refund is satisfactory to me.

  They have replied to me directly that they will prepare documentation for me to sign in order to receive a refund.  I will believe it all when I see it in terms of them actually sending the money.  I will certainly be back on BBB to inform everyone of the outcome.

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

  Customer Answer

  Date: 07/25/2023

  Hello,

  
  BBB car shield did issue me a refund.

  
  Best,

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

• Initial Complaint

  Date:06/22/2023

  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 took my vehicle to the dealer because there was a lot of smoke coming out of the exhaust. They determined that my engine was worn out. Car Shield ask to provide all oil 

  change receipts, which I did, and they denied my claim due to engine slug. I performed all maintenance on my vehicle when required, 

  

  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 advised ***initially that your vehicle was 3 quarts low on oil and showed to be dark and burnt. During the diagnosis they found sludge and the photos they submitted confirm that.  Your claim was correctly denied based on those findings. Also, NICB and Carfax VHR show vehicle to be a total loss.

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

  Customer Relations

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

  Customer Answer

  Date: 06/27/2023

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

  When I signed up for Carshield they asked for my VIN #. My car is not a total loss it is a restored salvage title. At the time of me signing up, if this was going to be an issue it should have been addressed at that time. I took my vehicle to the dealer because I wanted professional work performed. I only took my vehicle to the dealer because smoke was coming out of the exhaust pipe. There finding of the oil being low were a result of something going wrong with my vehicle. I performed all maintenance and provided all records so if they found sludge in the engine it could have been from a previous owner not doing maintenance. I did buy the car used and have no idea of how many previous owners the vehicle had. I also was told that I had to authorize the dealer to open my engine to have it inspected if I wanted my claim to move forward. I did so under the impression that Carshield would stand behind the warranty claims and would repair whatever the findings were. I have not had my vehicle for over 2 months. Now I'm being told that the claim is going to be denied and the dealer is charging me $750.00 for there diagnostic work. I provided everything necessary that Carshield requested and now that they have to pay for a repair, I don't qualify? I don't agree with there decision and would expect them to stand behind the services they offer. 
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 06/28/2023

   

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

  If you wish to accept our offer a full refund please email ****************** and we will draft the Agreement for your signature. 

  Customer Relations

• 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 contacted support to cancel the service on June 21, 2023, I wantes to cancel because the service was misrepresented. I asked several questions throughout several phone calls and details were never provided, they fins loop holes to deny claims. The representative that Inspoke with was rude and disconnected the call without even giving me a chance to ask questions.

  

  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 claim currently requires a verified cause of failure.  Your repair facility has reported low compression on 2 cylinders.  The *** adjuster requested further diagnosis to determine the cause of failure and to verify contract coverage as well as maintenance invoices.

   Your claim will not move forward unless you authorize RDI.  If you chose not to authorize RDI, CarShield will refund your payments in full 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 signed up with CarShield a little over a year ago. Prior to signing up, I asked ALL of the right questions. I recorded the conversation because I have been wronged in the past by a warranty company (which I reference in the conversation). I was told that the warranty covered my powertrain (engine, transmission, axle). The sales agent explained step by step how the claim should be filed IF ever I needed to file a claim.
  
  Last Thursday, my car was towed to a shop referred to me BY CarShield. The ASE Certified mechanic said that I need a starter and an engine (I have the paperwork). He sent the quote/diagnostic to a CarShield adjuster who in turn called him (the mechanic) and said NO, they would only cover lifters and a camshaft because he knows the sound my car is making, even though he never laid eyes on my car!
  
  I called CarShield customer service and was told that the adjustor notated the covered repairs as camshaft and lifters, and denied the engine. The note states that the mechanic quoted engine replacement because of high mileage which is a ridiculous lie. I had to add the mechanic into several calls as well.
  
  I was then told that I could pay to have my engine torn down so the mechanic could take photos of the damage and then MAYBE the engine would be covered.
  
  Being a single mom of 5, I thought getting this coverage was being proactive; enabling easy car fixes because I cannot afford such high costs at once. The sales agent eased my mind and I was comfortable making the decision to go with CarShield. I set their payments on auto-draft so I would never miss a payment and my coverage would never lapse. Now I am stuck paying for a rental car (which CarShield should be helping to pay for and are not), as well as a damaged car that is not being fixed. This is unethical, disgusting, and quite humiliating when I think of how much money I have given this company. Money I could have set aside myself! How are they getting away with this false advertising?

  

  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. American
  Auto Shield has informed us they will be reaching out to you regarding once they received the photos from the RDI performed. 

  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: 06/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:    CarShield/ ******** **** ****** is not standing by their contract.  They stated in their response that " per the first three pages of my contract, *** (******** **** ******) has FULL authority over repair procedures, approvals, denials, and payments".  Well my contract also states what IS covered and the mechanic clearly stated what needed to be replaced (which is covered) and their (CS/ ***) adjustor replied to him with what HE thought needed to be replaced, which is fine.  Herein lies the issue, the mechanic sent a NEW quote with the repairs that the ADJUSTOR wanted done and I still do not have the approval.  My rental car should be covered as well, which is in my contract and that still is not happening. 
  I have tried to attach the recording however, the file is too large.  I have attached the second quote/diagnostic which is what CarShield/ ******** **** ****** requested. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 06/29/2023

   

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

  Customer Relations

• Initial Complaint

  Date:06/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a proponent of Carshield for quite a few years..In the past had great experience with them.
  That ended this week, and I will now warn eveyone to avoid them at all costs.
  My wifes alternator failed, Horrible Roadside assistance but finally got vehicle to dealership
  Total Bill from Dealership was $2000 with Labor and parts costs
  Carshield Stated they would cover $400 dollars
  Stating they would only pay $197 dollars For an aftermarket Alternator and 1 hour of labor.
  I expect the repair to be covered ( Alternator is part of my plan) and labor to be covered)
  The excuses and tactics to not honor their obligation is sickening.

  

  Business Response

  Date: 06/22/2023

  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 and per the terms of the contract. Your contract covers MCE part costs and verifiable labor.  Your chosen repair facility marked up the price of parts and charged  non-verifiable labor both of which are not covered under the terms of the contract and would be valid out of pocket costs to you. 

  *** has authorized $1487.48 in previous claims.  If you wish to cancel your contract, CarShield will refund your payments in full minus claim paid upon execution of Settlement Agreement and Release. Please email ****************** to confirm this offer and we will draft the Agreement and email it to you 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:06/21/2023

  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 paid into car shield for added insurance to have in the event of my 2001 Dodge Durango breaking down. Every time I took it in, they would tell me that that was not covered. only certain things were covered like the engine but nothing else. I feel i paid for something that did not come through, I was with car shied for several years and they never came through when I needed help to fic my vehicle. In fact, I had another vehicle covered by them and the same thing happened. I was given excuse after excuse.

  

  Business Response

  Date: 06/23/2023

  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 contacted *** on 10/16/20 requesting coverage for a window regulator, AC/heater actuators and blend doors. All of the those components are not listed for coverage under your contract terms and your claim was subsequently denied.  A list of covered components can be found in Section B of your contract. 

  CarShield will refund your last 3 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:06/21/2023

  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.

  These events occurred over the duration of June 6 through June 9th. I took my car into Hibdon which is a carshield approved maintenance mechanic. There were multiple issues involving Carshield. During this time, my air conditioner compressor was supposed to be fixed but it took days due to Carshield not holding up their end of the contract. First, in my contract it states that I would only be charged $100 but instead was charged $227.85. Secondly, when both Hibdon Tires and Myself would call Carshield to get the work done, Carshield would either not answer (when it was during their call center work hours) or would simply just not call back at all. Thirdly, Carshield closed the ticket for absolutely no reason or explanation.

  

  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 claim was opened for AC compressor failure.  Your chosen repair facility provided 2nd hand statements you that indicated pre-x.  You stated that you never said this to your repair facility and they are confused. This alone is not enough evidence for pre-x denial.  Your claim has since been authorized for AC compressor replacement. The reason for your out of pocket costs is due to your repair facility charging over MSRP and requesting various components that have not been demonstrated as failed and are not required for this repair.  Your repair facility refuses to replace your AC compressor without replacing these components as well.

  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. 

  Since the amount of the authorization is greater than the amount 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: 06/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I'm not sure what information you are talking about being denied on my part. I'm also not sure why you brought up a lawsuit against BBB. Which exact pages of my contract does it state any of this? I've read my contract and never saw anything about this. Also, why is it that whenever your people were contacted they would either not answer during business hours or would claim to call back but never would??
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 06/28/2023

   

  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. 

  The information about the BBB lawsuit is posted after all responses to complaints for those consumers who have questions about our rating. 

• Initial Complaint

  Date:06/21/2023

  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 took just about a month to deny my claim every step of the way provided them with the information requested and basically at the end was told that my claim was denied but would refund all my premiums. They are a total scam. I was sent an email by their legal representative.

  

  Business Response

  Date: 06/22/2023

  As stated in our previous email, ******** **** ****** 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 800-531-1925, by mail at **** **** ***** **** **** ********* *** ***** by email at ********************************** or see Section M,
  Dispute Resolutions, of your contract. 

  If you wish to accept the offer a full refund, please email [email protected] and we ill draft the Settlement Agreement and Release for your electronic signature. 

  Customer Relations

   

• Initial Complaint

  Date:06/20/2023

  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 2015 jeep grand Cherokee that had a tapping noise coming from the motor I found out it was rocker arms and cam shafts. I put a claim into car shield and they fought with me over the claim using the excuse preexisting problem and denied coverage. When this is a covered part. It cost me 2700 to fix twice because they denied me twice for both sides of the engine. They use every trick in the book to deny coverage.

  

  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. Your claim was reviewed by the Legal Claims Director for ***, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract. 

  *** verified that your previous repair facility "***** ******" identified failure with your engine 2 weeks prior to the last service on 3/1/23 which places failures in the waiting period.  Your current  repair facility verified the extent of damage to the Cam lobes are worn flat and metal in the engine indicating long term failure. Also your vehicle was driven, not towed in. 

  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-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:06/20/2023

  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.

  Reference my Car Shield policy ***********Car shield uses ******************** to handle my claim, and they deny my claim coverage saying the powetrain policy excludes non moving parts, and therefore my blown head gasket and valve cover gasket will not be covered. This is rediculous as it infers that my engine failure is not a result of the pistons moving up and down creating the pressure that burst my block gasket

  

  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, ******************** (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. AAS notes state your claim was opened for engine failure.  Your chosen repair facility reported cylinder head/block failure as described in a technical service bulletin  Your contract only covers failure of these components if caused by another covered failure. The cylinder block/head warping can not be caused by the failure of any covered components, this is confirmed through technical service bulletin. 

   You may choose to keep coverage for future covered repairs or you may cancel your contract. If you wish to cancel, CarShield will refund your last 5 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: 06/28/2023

  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,
  
  *************************

  Customer Answer

  Date: 08/10/2023

  I have received nothing from them.  They transferred me to ********************.  The resolution was that they agreed to ********* months premium income.  I am at an impass.

   

  

  Business Response

  Date: 08/10/2023

  Thank you for reaching out to us regarding this manner.

  You must email ******************************* stating you agree to the 5 monthly payments to be returned. After we receive your correspondence via email, we will draft and send the Settlement Agreement for you to sign. We will have this drafted and sent to your email within 5 business days of receiving your email.  If you do not email ******************************* we are unable to move this matter along. 

  Customer Relations 

  Customer Answer

  Date: 08/10/2023

  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,
  
  *************************