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:06/09/2023

  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.

  RE Insurance Contract # ********** - Evelyn Diaz 2016 Ford Fusion SE
  
  After holding my vehicle for 3 months, the American Auto Shielf D/B/A Carshield is requiring me to pay $1500 up front on top of my $141 monthly premium, to pay for a full engine breakdown BEFORE covering any repairs.
  
  The contracted mechanic has provided the company assessment that the engine has damage in cylinder 2 only, as well as provided visual documentation of the damage.
  
  BEING THAT THERE IS ONLY DAMAGE IN ONE ENGINE CYLINDER, LOGICALLY THE FAILURE IS NOT SOMETHING THAT OCCURRED BECAUSE OF MISSED OIL CHANGES OR LACK OF REGULAR MAINTENANCE AS CARSHIELD IS SEARCHING TO PROVE.
  
  The time range waited includes an estimated $705 paid to Carshielf in premiums without any progress on vehicle repair.
  
  CarShield is engaging in unethical business practices to maximize premium payments at consumer burden, and to evade provision of services per contract agreement.
  
  The issue has been ongoing since March 2023, for the time of which has caused undue hardship to myself and the community; I am a licensed Registered Nurse without a functional vehicle to practice and Carshield's shady tactics have costed me lost wages - I am now months behind in multiple household bills!!
  
  ADDITIONALLY, representatives erroneously documented the vehicle and contract owner as someone else BUT NEVER CORRECTED MY ACCOUNT OR CONTRACT dispute numerous contacts regarding the error.
  
  I would appreciate for the business to supply the services they were contracted for to repair my vehicle promptly after such a ridiculously long wait without a car.

  

  Business Response

  Date: 06/16/2023

  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 stated your claim was adjudicated correctly.  Your chosen repair facility was unable to verify a cause of failure and requested further diagnosis or RDI to verify failures to cylinder #2 in this engine.

  If you choose not have RDI performed, your claim can not move forward.  As a resolution, CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. If you wish to accept this offer, please
  email ****************** to
  confirm and we will draft the Agreement and email it to you for your electronic
  signature. Please be sure to include your contract number for faster
  processing. 

  Customer Relations

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

  Customer Answer

  Date: 07/05/2024

  I am following up in regards to this complaint as I never obtained resolution. The company initially started to have legal contact me for a full refund of premiums but when I tried to follow up for it, I was rerouted several times.

  

  Business Response

  Date: 07/07/2024

   

  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

  Customer Answer

  Date: 07/08/2024

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

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended H31**303835363538**38H with H31**34363234333237**H about a year ago. In December 2022 my car went down and H31**34363234333237**H advised me to take it to get a diagnostic test. At the beginning of May I took my car to ******************** in *******, ** and was told the issue was with the transmission, and it would cost $6,000-$10,000 to repair. H31**34363234333237**H is now refusing to pay for the repairs because they think my car is not legally registered. On 6/9/23 I provided proof of my registration to the *** and the information is now updated in their system. I contacted H31**34363234333237**H&#**;s customer ********************** to share this information and was told I have to go through a dispute process. My car is still in the shop and I have no transportation.

  

  Business Response

  Date: 06/16/2023

  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 denied due to your vehicle not being registered as per your contract terms.  The registration sticker was expired by many months at time of inspection. During review it was also found that there were total loss/salvage title issues associated with vehicle.

  Due to the salvaged title, your vehicle is not eligible for coverage and CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

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

  Customer Answer

  Date: 06/21/2023

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

• Initial Complaint

  Date:06/09/2023

  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.

  4-3-2023 took out Car Shield for 99.99 on checking account draft Car shield said that they tried to take payment out of checking account and bounced call bank an they told me nothing tried to come through called car shield why and they said don't do business with checking account if had 1 bounce told them to cancel told me they won't cause 6 days past cancel date my car was stolen on 6-8-23 so don't need car sheild very rude customer service

  

  Business Response

  Date: 06/09/2023

   

  CarShield will refund your payments in full back to the card on file. Please allow 3-5 business days for the refund to his your account.

  Customer Relations

   

• Initial Complaint

  Date:06/08/2023

  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.

  We recently purchased a policy through CarShield and it has been an awful experience that has cost us hundreds of dollars. The company has little commitment to their policyholders and their contractual obligations.
  
  On April 17th, 2023, I purchased a 2014 used car for my son's new job. Before my son drove the car off the lot, we purchased a policy with Car Shield so we would be covered for any unforeseen issues. The agent at Car Shield knew it was an older car, the mileage, and they gladly took our money. Little did I know this decision would lead me down a path filled with frustration and disappointment.
  
  What followed has been nothing short of unethical. On May 23rd, my son experienced an issue with his car and promptly brought it to a repair facility. Over the past two weeks, I have made 16 documented phone calls to CarShield and ******** **** ******, with no progress or end in sight. Each time we reached out, we were met with repeated requests for information already submitted or questions we had already answered. We received multiple requests (on May 25th, June 1st, and June 8th) to submit the Bill of Sale to the same email address ([email protected]), despite having already done so. We have been asked five times to provide service records for the past year, despite clearly explaining that the vehicle was purchased within the last month, and therefore such records do not exist.
  
  Today, after 16 days and hundreds of dollars in expenses, we were told the claim was denied due to a "'pre-existing condition". To be clear, we purchased a 2014 car, with 96,000 miles on April 17th, 2023. This information was known and disclosed at the time of purchase. CarShield knowingly agreed to cover this car. If this repair is not covered due to a pre-existing condition, what exactly are we paying coverage for?
  
  I expected honesty. Instead, I encountered a company that seems more interested in evading their responsibilities.

  

  Business Response

  Date: 06/15/2023

  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:06/08/2023

  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 carshield warranty on my 2014 Infiniti Q50 and it had a radiator problem. I pulled over and had it towed to the dealer, the warranty company does not want to cover the repair as they state that I drove the car after the check engine light was on. I did not, I had it towed and the dealer and stated that the check engine light was only cycled once and that is when the Infiniti dealer started the vehicle. I did not cause damage to my engine.

  

  Business Response

  Date: 06/13/2023

  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:06/07/2023

  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.

  Coverage began in Jan, 2023 for $109.99 per month, was told that most all repairs were covered and that my out-of-pocket cost would be a lot less with their coverage. On 5/19/23 I used this coverage for the first time only to discover that only 2 of the cheaper repair items were approved and my
  out-of-pocket cost would be over $900!! that includes the $200 deductable. What am I paying them for!! I called car shield and first they were rude and not helpful and the only resolution I was rudely given was "so do you want to cancel your contract", with that said I did. They practiced deceptive marketing tactics just to get me to purchase their service contact. Now they are suddenly billing me for $4.99, with no explanation even though I already paid the last invoice for $109.99 on 5/19/2023. I told them I want a full refund of all money's paid since Jan 2023 ($549.95) but was told "oh they don't issue refunds".

  

  Business Response

  Date: 06/15/2023

  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.  Coverage was verified for your temp door actuator and both front CV axles.  You vehicle was also diagnosed to have failure to the ABS control module, O2 Sensor and front lower control arm bushings. *** states your refused the repairs and cancelled your contract. 

  Our records indicate you have charged back your monthly payment on your credit card. There is nothing further we can do to resolve this matter and we consider the matter closed. 

  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: 06/15/2023

  Complaint: ********
  
  
  I am rejecting this response because:
  
  *** DID NOT cancel my contract, I did after the customer rep suggested I do so, I CANCELLED IT ON 05/19/2023. I never spoke with ANYONE from ***, THEY ARE LYING so that they don't look like the SCAMMERS they are!! I did not receive  the service I told about back in Jan 2023!! I WANT ALL MY MONEY BACK DUE TO DECEPTIVE SALES PRACTICES!!
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 06/19/2023

   

  Ms. *****,

  Anytime you contacted CarShield and had a question regarding your claim, you were transferred to ***. CarShield does not handle any aspect of claims. We do apologize for the confusions but you have in fact spoken to *** and they are the administrator of your contract that denied your claim. 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. 

  Furthermore, in our response to your complaint we stated that you cancelled your contract after you denied having the repairs completed.  Our records indicate you made one payment on your contract which has already been refunded due to your charging back the payment on your credit card.  If you feel this is an error, please send bank statements showing all payments made to ******************.

  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:06/07/2023

  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 purchased this extended warranty on 4/15/2022 and on 6/5/2022 my car broke down and had it towed to my mechanic, the next day he told me it was the timing belt, so I gave him my contract number and customer service number to call. He called me back and said they were not covering the service because I needed to show proof of the manufacturer service records that this type of work was done at 102,000 miles, I purchased the vehicle at 114,000 miles. During the original phone call when I purchased the warranty the man said I needed to keep records of the services done (not the prior owners records) so I purchased the warranty under the assumption it would be covered I also asked the man if the type of service that I need now is covered because i heard this vehicle is known to have this type of problem and he said yes nothing more, now here I am 13 months later I have a broken vehicle that is not covered and spent nearly 1,000 dollars on this warranty. I just feel there are a lot more people who are and were in the same predicament I am in. I hope you can help me and in turn save others from falling victim from this fraud. Thank you

  

  Business Response

  Date: 06/13/2023

  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 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:06/07/2023

  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 had CarShield since 2021 and have paid daily. I called to file. Claim this being my 1st claim. I only go to the Dealer. They reached out to CarShield to get my expense covered. CarShield elected to not cover my expenses as I asked specific questions about part and labor. CarShield the Rep I spoke with said they prefer to work with the Dealership. I need a starter. CarShield advised that they wanted to mail a part to the Dealer and that didn’t accept so they aren’t covering the repair and part. I have paid over $3000 to them over a 2 year period and I have spoken with 8 different people and ALL of them read from the script and just keep repeating. There was no remorse or human appreciation. I feel taken advantage of and misguided based on the services rendered. My truck needs a starter. I have to pay over $800 out of pocket and asked can I at least get reimbursed for the $100 deductible and ALL Reps kept reading the script. No one wanted to understand and just look at the whole situation. I just would like to feel appreciated. I work hard for my money and to have this company take it and have no help is immoral.

  

  Business Response

  Date: 06/12/2023

  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 is currently authorized as a credit toward your chosen repair facility's parts for a starter replacement due to them not accepting our shipped in parts. The claim was called in and authorized within the same day per the terms of the contract.  *** stated you were advised of the reasoning for such authorization and any out of pocket cost and you were advised you may move their vehicle to a different repair facility that accepted shipped parts which might reduce the out of pocket cost.

   If you have chosen not to find a repair facility that will accepts shipped parts, CarShield will refund your last 6 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:06/07/2023

  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.

  Carshield has refused my claim, claiming my vehicle holds a branded title. According to my car fax report, the dealership the vehicle was purchased through and the finance company this vehicle does not have a branded title. My vehicle is in a repair shop, this has been going on for a week, I have missed work due to no vehicle. My water pump and timing belt went out on memorial day. I've already paid out of pocket for towing, and now they are refusing to pay to repair my vehicle, filed a dispute resolution with them and it was denied again. Customer ********************** is a joke, if you can actually reach a live person you get the run around, spent more time on hold transferring me from person to person, than actually speaking to anyone. I need your help in either getting a full refund for monies paid to cover my car, or to have them pay my claim, fix my car before I lose my job, home etc.

  Customer Answer

  Date: 06/08/2023

  After many hours on the phone, carshield is using the wrong vin number on my policy. Hopefully now that I have verified the correct vin they will honor *********

  

  Business Response

  Date: 06/08/2023

   

  Based on the name, phone number and email address provided in your complaint, we are unable to locate your contract. Please email ******************************* with your contract number so that we can properly address your concerns.
  

  We look forward to hearing from you.
  Customer Relations

  Customer Answer

  Date: 06/08/2023

  The policy is under my father in laws name I am the secondary.  Policy number is MRF43020Q6

   

  The claim number for this  is  2228843

   

  Primary policy holders name is ****************************

  This is for a 2009 dodge journey. With vin#  ***************** 

  Customer Answer

  Date: 06/12/2023

  I am now 2 weeks into this ordeal with carshield.  Friday I was told that they want the mechanic to tear apart my engine to get a diagnostic on it. That is $1300 and another day without my vehicle.   I was told that if there were orevious issues with the engine I would have to pay out of pocket this cost.  I have spoken with several mechanics over the weekend,  and this is NOT necessary to fix my water pump and timing belt.  I would like carshield to just fix my car, no cost to me, it is not my fault that they put the wrong vin number on my policy, 2 weeks without my vehicle trying to sort this out is stressful, frustrating and I need my car back, fully fixed at carshields expense asap. They can run the diagnostic with a code reader, or by turning my key from on to acc 3 times, without tearing my engine apart.

  

  Business Response

  Date: 06/14/2023

  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 ** 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

  ********************** 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: 06/16/2023

  This is the 19th day that I have not had my vehicle, the service center did the engine tear down, they found a broken valve. They submitted everything over to a *************************, who is the person who is handling this. I tried several times yesterday to call and sent him an email. I would appreciate it if he contacts me and the repair shop today 

  The repair shop is going to start charging me storage fees if this doesn't get resolved today.

  This is very frustrating and stressful

  I am hoping to hear something from ************** today regarding this matter 

  Customer Answer

  Date: 06/19/2023

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

• Initial Complaint

  Date:06/07/2023

  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.

  Contract with this company, they wouldn't honor

  

  Business Response

  Date: 06/09/2023

  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 engine failure. *** has received 3 different diagnosis, first it was the engine overheated, second it was that oil pressure was low, 3rd is that the engine has no compression in any cylinder.  Your vehicle has switched repair facilities 3 times and each shop has provided different diagnosis with no supporting evidence. The first repair facility stated they could not perform TD, but the second repair facility reported that the rocker arms were removed when they received the vehicle. *** has no idea what is going on with this engine, nor do they know if your vehicle is at the the 3rd repair facility. 

  To proceed your repair facility will need to confirm they have your vehicle present and provide *** a clear and accurate diagnosis and demonstrate the cause of failure they find. If you do not wish to proceed in this manner, CarShield will refund your payments in full on 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. 

  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. 

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