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:04/26/2023

  Type:Billing 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 cancelled my policy with Carshield on 03/23/2023 and They took the money on 04/01/2023 in the amount of $116.00 out of my checking account. I called ********************** and informed them that I no longer have their services and cancelled that service in March. They informed me that the money would be refunded today, and then I was informed that the money would be refunded Saturday, and before that it was Monday. I asked which one is it. I was informed that a check was suppose to be issued and then I was informed that they were going to add the money back to my account as of today. I stated no it had not, because as soon as a refund comes into my account my bank releases the funds. I would Like to be refunded in the amount of $116.00.

  

  Business Response

  Date: 04/27/2023

   

  Thank you for bringing this to our attention. 

  We have spoken to our payment processing center and your refund will be credited to the card on file within 3-5 business days. 

  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: 05/01/2023

  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, They can refund the money to my card.   
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/25/2023

  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 have an account with ********************. I filed a claim with them and provided the service records needed. They denied my claim due to a "pre-existing" condition that I was unaware of. On the service records it does not state any issues. And no actual diagnosis. I called car shield 2x times after I was made aware of this by the shop. The 2nd time I was told that the adjuster (****** ) should have called me when he denied the claim on 04/19/2023. Here it is 04/25/2023 I have not received any forms of communication from him at all. No one can give me his ext. No has given me a direct answer. The shop owner can tell you that my motor has oil in my car in which ****** did change my oil and filter. No pictures were taken and no actual person went to the shop at all. My contract # is MRF4524491

  

  Business Response

  Date: 04/27/2023

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

  Your claim was denied for preexisting concerns after the adjuster identified service records that you sent in that showed the failures were present prior to when you purchased the contract. Those service records also indicate that the inception miles were misrepresented at time of contract purchase.

  As a resolution, 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-*********.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: 04/27/2023

  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: 04/27/2023

  I would like to proceed with my refund 

  Customer Answer

  Date: 04/27/2023

  how long will it be before i get my refund

  Customer Answer

  Date: 05/02/2023

  I have sent the email over requesting my refund with my contract number.  Still no response .

  They need to hurry up and respond as quick as my claim got denied.

   

  Thanks 

  

  Business Response

  Date: 05/03/2023

   

  Your Settlement Agreement is being drafted and will be emailed to you for your electronic signature when it's ready.

  Customer Relations

  Customer Answer

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer since 4/13/2021. I paid them $109.99 from 5/13/2021, without missing a payment. My car, QX60 Infiniti truck needed repairing of an engine since 2/2023. They denied my claim, to repair my car on 4/24/2023 to the auto repair shop and did not notify me of this as of yet. When I called on Saturday 4/22/23, That's when I learned from car shield, not ******************** which is the people that makes the decisions with a third party inspector. That I was denied and someone will get in touch with me. I have yet, to receive anyone to contact me on the decision. No one can get in contact with the inspector for them to send me documentations and confirm with me why they deny my claim for my engine to get repaired. I was told Saturday by a representative that I cannot receive my premium payments back because the service is voluntary, but the service is not voluntary if they have automatic payments from your card being with drawn from out of your account and that's mandatory to receive the services. They told me, My claim was denied due to me not keeping the maintenance up for my vehicle due to sludge as they told me but I gave them all the documentations of my vehicle getting oil changes and they still denied my car getting repaired.

  

  Business Response

  Date: 04/28/2023

  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. ******************** 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

   

  Customer Answer

  Date: 04/30/2023

  I have provided the documents they requested for my maintenance of my vehicle and they still denied my claim.the only way I found out that my claim was denied because I called no one has reached out to me at all and it's been going over 3 weeks. They just notified my auto body shop that they denied my claim. When I called and asked for documentation of the inspector and proof of why they denied my claim they told me they couldn't give me that information. All the conversations that I have had with ******************** and car shield has been recorded so the lies they are telling are documented and they are unprofessional. I just want my two years of payments returned to me in the total of $2,639.76. Thank you 

  Customer Answer

  Date: 04/30/2023

  Complaint: 19979771
  
  I am rejecting this response because:
  I have provided the documents they requested for my maintenance of my vehicle and they still denied my claim. The only way I found out that my claim was denied because I called no one has reached out to me at all and it's been going over 3 weeks. They just notified my auto body shop that they denied my claim. When I called and asked for documentation of the inspector and proof of why they denied my claim they told me they couldn't give me that information. All the conversations that I have had with ******************** and car shield has been recorded so the lies they are telling are documented and they are unprofessional. I just want my two years of payments returned to me in the total of $2,639.76. Thank you 
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/01/2023

  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. 

  Although there is no refund due after the first 30days on any CarShield contract, CarShield will refund your last 12 payments in an effort to resolve this matter 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 ***************************************

  Customer Answer

  Date: 05/06/2023

  As stated in my contract, I receive reimbursement for car rentals as well.  I will like to get reimburse for ************** as well. I have been renting a vehicle for 4 months straight, awaiting on Carshield to respond back to me. I have attached two receipts one for the total of $644.14 and $1,445.00. Please reimburse me of ************** as well. Thank you

  Customer Answer

  Date: 05/06/2023

  I would like to get reimbursed for **************. As stated and my contract, I will get reimbursed for ************** as well. I have rented vehicles for total of 4 months waiting on car shield to respond to me while my car was in the auto body shop. I attached 6 weeks of car rentals.I attached two receipts for **************. I did not attach all of my car rental receipts, because I'm pretty sure if car shield denied my claim about my vehicle  getting repaired for $10,000, they will deny ************** as well.

  Customer Answer

  Date: 05/06/2023

  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 and 
  I would like to get reimbursed for **************. As stated and my contract, I will get reimbursed for ************** as well. I have rented vehicles for total of 4 months waiting on car shield to respond to me while my car was in the auto body shop. I attached 6 weeks of car rentals.I attached two receipts for **************. I did not attach all of my car rental receipts, because I'm pretty sure if car shield denied my claim about my vehicle getting repaired for $10,000, they will deny ************** as well.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/08/2023

  Thank you for reaching out to us again.

  Rental reimbursement is only authorized after a claim has been approved. 

  In an effort to resolve this matter, CarShield will offer an additional 5 payments for a total of 17 with your signature on a Settlement and Release Agreement.

  If you accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature. 

  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: 05/09/2023

  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. The offer from Carshield to refund my 17 payments will total the amount of $1,869.83. When will the funds be returned back to me? You can send the Settlement and Release Agreement to this email, ************************* Thank you for your consideration in this matter. Enjoy the rest of your week! 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/13/2023

  More Information..

  Good morning, 
  I called Carshield to follow up with my Better Business Bureau claim. I did not receive the Settlement and Release Agreement that was promised to me by Carshield. I requested the forms be sent to my email address. No one knew what I was talking about. After explaining everything. I was also told by a customer ********************** representative, of Carshield, that I was giving the wrong email address and gave me the customer ********************** email address. Then I was transferred to a Ms. ****** that was trying to get in contact with the Administrative staff about my claims, but they are not present on the weekends. So, now I have to wait to speak with someone about my BBB claim about my settlement refund and release agreement. Carshield is dropping the ball with my issues and I need them to act like this issue is a concern and follow through, with my refund and release agreement.
  Thank you.
  
  God Bless Everyone!??
  
  ***** ******************

  Customer Answer

  Date: 05/16/2023

  As of today I have not received the release and settlement agreement that Carshield agreed to with me. 

  

  Business Response

  Date: 05/17/2023

   

  Your Settlement Agreement is being drafted and will be emailed to you for your electronic signature when ready. 

  We appreciate your patience. 

  Customer Relations

  Customer Answer

  Date: 05/19/2023

  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, but I have been patiently waiting for the Settlement Agreement for about two weeks now. I have been calling everyday trying to get my *********. ****** from Carshield legal was suppose to get back in touch with me, but has not yet. I was told by Carshield that I would have my Settlement Agreement funds by Friday. This is Friday, 5/19/2023.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/25/2023 Car Shield rejected a $6000 motor repair from ******************** ****, ************, *****. When I bought the warranty the company reprehensive told me that the engine would be covered. The company add reads: A large repair could put you back $2,00CarShield is relative inexpensive, and includes additional services you'll need to survive a major car repair. They claim the contract is clear, however my engine head malfunction did not fail because of a spark plug, The spark plug malfunction because of the malfunction of the head,

  

  Business Response

  Date: 04/27/2023

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per AAS, your claim was correctly adjudicated. The repairs need were either not listed for coverage under your contract terms or non verified failures. The threads on the cylinder head for the spark plugs failed causing the spark plug to eject from it. The cylinder head is only coverable if damaged by an internally lubricated component, which the spark plug is not. The ** concern has no verifiable failure as it works normally until the check engine light comes on due to the issues with the spark plug.  A list of covered failure components can be found in Section B of your contract which we have attached for your convenience. 

  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-*********.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: 05/04/2023

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/24/2023

  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.

  They will not fix my problem but still taking money from me every month on the 27th I had a cluster put into my car because the mileage went out they transferred all the old parts and put it on to the new cluster do not need program mileage should be the same

  

  Business Response

  Date: 04/27/2023

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per AAS, your claim was opened for multiple component failures. AAS could not proceed with your claim without accurate mileage as the gauge cluster had failed preventing mileage from being pulled.  Your chosen repair facility tried several scan tools and was unable to pull the mileage. *** pulled a Carfax and verified that this vehicle had a "not actual mileage" title issued in 2018. This contract excludes coverage for any failure if it is determined that the odometer is inaccurate. This vehicle is no longer eligible for coverage under this contract. The contract must be cancelled. 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-*********.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: 04/27/2023

  That's the people who fixed it all you got to do call them give them my name which is ************************* and they will explain everything

  Customer Answer

  Date: 04/27/2023

  That's the people who fixed it all you got to do call them give them my name which is ************************* and they will explain everything

  Customer Answer

  Date: 05/08/2023

  I've been contacting them contacting them contacting them they said they was going to send me something to sign within seven business days it been longer than that

  

  Business Response

  Date: 05/08/2023

   

  As was explained last week several times, we are just waiting on AAS to finalize the Agreement and we will email it to you for your electronic signature. 

  Your patience is appreciated. 

  Customer Relations

   

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:04/24/2023

  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 engine is gone in a H3 Hummer and per my contract I am suppose receive a rental. They have had my car since 04/16/2023. When I call the business they state that they have to send a claim adjuster out to look at the vehicle and they will get into contact with me within 24 to 48 hours. I have been paying to get around to places. I would like a rental car per my contract while my vehicle is in the shop.

  

  Business Response

  Date: 04/25/2023

  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 vehicle was towed to your chosen repair facility on 4/13/23. The photos submitted by your repair facility show carbon on the valves and pistons which is specifically excluded from coverage in your contract. Carbon is long term failure that would have occurred 5,000 miles prior to misfire condition per TSB. Carbon is not an instant failure and would have no coverage per your contract.  

  Spark plugs are recommended to be replaced at 100k per OEM maintenance schedule for this vehicle and doesn’t appear this was done per the photos submitted. This would be considered a lack of maintenance. 

  As a
  resolution, CarShield will refund 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:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2016 Buick and the transmission went out. I took it to an Botnick's autoshop to be repaired and they've been waiting 2 weeks to hear from Carshield before continuing to work on it. Carshield requested that Botnick's provide pictures, and they provided that on 4/14. I've had to pay for a rental car due to my vehicle not being repaired.
  
  Carshield Acct: ************** Contract # **********

  

  Business Response

  Date: 04/26/2023

  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. ******** **** ****** has informed us they will be reaching out to you regarding this
  matter shortly. 

  If you wish to contact them first they can be reached at
  ###-###-####.

  Customer Relations

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

• Initial Complaint

  Date:04/22/2023

  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.

  Took my vehicle to the dealer because my air conditioning was not working. The dealer contacted car shield and was told that they would not cover the replacement of the condenser unless they put a used one in, and that they would not cover part of the cost of the service. This isn’t what there commercials say and I’m not talking about the deductible. They are scamming the public to think that all would be covered

  

  Business Response

  Date: 04/25/2023

  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 per the terms of the contract. Since the compressor was over the $250 cap per the claims department *** sourced a compressor.  Your chosen repair facility would not accept the sourced part so claim was authorized as sourced part price as credit towards the price of the repair facility's part. 

  Your contract clearly states on page 2 of 22 "REPLACEMENT PARTS: WE may authorize the REPAIR FACILITY to repair or replace COVERED PARTS with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of YOUR VEHICLE at the time of repair. WE may choose to have parts shipped to the REPAIR FACILITY. If YOU decide to use the REPAIR FACILITY parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be YOUR responsibility."

  You may choose to keep your
  Powertrain Service Contract for future covered repairs or you may choose
  to cancel your coverage. If you choose to cancel your contract, 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

  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:04/21/2023

  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 sent my car to be repaired @ an Auto Dealership they had filed on my behalf to my warranty company CARSHIELD claim #******* for an auto repair on 4.19.23 due to mileage discrepancy claim was denied on 4.21.23. I sent a dispute/resolution by email advising of my contract it states that I had a waiting period for 20 days of 500 miles or 40 days and 250 miles combination from the contract date of 3.4.23 would give me 42 days of the mileage (******) and my mileage is now (******). I have received a call back on the same day regarding the dispute from a representative advising that she was a supervisor and looked into to the dispute (advised she saw a discrepancy due to she went on CarFax from Novmeber of 22 (******) and then in March 23 (******) I believe my claim suffices the waiting period. and she just made a final decision without taking into consideration any of my needs. I believe they would need to reconsider my warranty under the contract with them with my better judgement regarding auto repairs I have a seen a lot of reviews that they haven't covered very expensive repairs which it says in/on the contract.

  

  Business Response

  Date: 04/26/2023

  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. Per AAS your claim was opened for transmission failure. After pulling a Carfax report it was verified that you provided an inception mileage that would be impossible, and the vehicle has moved less than 150 miles since November of last year. This is well before contract purchase and would place the failure well below the minimum 250 miles driven.

  As a resolution, CarShield will refund 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-*********.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: 04/28/2023

  Complaint: 19967575
  
  I am rejecting this response because:
  
  This company should be obligated to cover all my repairs due to what the contract states I was well in reason of what the contract required. In reading some of the reviews according to other consumers on You Tube and various social publications I should've used my better judgement, Carshield doesn't keep there word complying with me or any other consumer dealt with them.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/01/2023

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

  If you wish to accept our offered of a full refund, 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 ***************************************

  Customer Answer

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/21/2023

  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.

  Today 4-21-23 I took my car in for air conditioning service and was told it was not covered because they were hoses. I called car shield to complain and told it was in the booklet I was sent. I never received a booklet just emails and no details of the contact were listed. These are a combination metal rubber pressure hose and was told that it is a maintenance item. I believe that since these line are a high pressure line they should be covered but without the so called booklet I had no idea

  

  Business Response

  Date: 04/24/2023

  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. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Contrary to your belief that the ** lines should be covered because it is high pressure and combination metal and rubber, there is not coverage on this part regardless of pressure of materials.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  Although there is no refund due after the first 30 days of purchase, 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

  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: 04/24/2023

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