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:08/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car shield is a warranty company. I had issues with my vehicle took it to the shop and they talked to ***** shield #Warranty. The shop said theprice was $437.89 car shield would only cover $150 over it And the part was a radiator. I was told by car shield representative that the full amount will be covered. It was not. I had to pay it fully to get my car out. The shop car shield is a waste of time and they lied to me.

  

  Business Response

  Date: 08/20/2025

  Based on the name and email address provided in your review, 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

• Initial Complaint

  Date:08/19/2025

  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 recently ran into an issue with Car Shield, their Warranty and follow up business practices.I was sold an upgraded warrenty that was exclusively for my car type. They sent me to several of their auto shop locations that couldn't help me and after a month of running around to different locations, paying multiple diagnostics tests, multiple over milage towing and monthly memberships, I was finally directed to The dealership and my claim was denied by Car Shield.During this time, the car went from running to the issue getting increasingly worse, to the issue burning out the unit completely.They mismanaged the claim from day 1. Sending me to places that couldn't work on the car and not returning calls to auto shops when they wanted to begin work. They took an additional two weeks at the dealership to send multiple of their own inspectors down to fail the claim due to wiring corrosion. Which all mechanics that I spoke with, listed as normal wear and ******* make matters worse, they refused to give out any information on how to speak with management. They can only call you back. When they do, they only leave contact information back to normal customer service.I spent roughly nearly ******* to have my claim denied.

  

  Business Response

  Date: 08/21/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle was brought in due to going into limp mode and would not start.  Your repair facility contacted American Auto Shield after a visual inspection and found that the engine wiring harness running to the *** shorted to ground and burnt the wiring harness. Further inspection found that the main wiring harness ground strap had frayed and corrosion causing the short.

  While the *** does have coverage for the harness, the failure being caused by the corrosion is not coverable.

  As a resolution, CarShield will refund your payments in full upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 08/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 09/15/2025

  It has been roughly a month with no return calls and or emails from them. I did speak with them on one occasion and they promised a call back the following day and did not follow through.

  

  Business Response

  Date: 09/15/2025

   

  In our response to your BBB complaint, we asked that you please email ******************************* to confirm you accepted our offer of a full refund of your payments. 
  

  CarShield never received that email and your Settlement Agreement was never drafted. We will draft the Agreement and email it to you within 48 hours for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 09/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had car issue I had my car is leaking the engine leaking and the turbo when I take it to the shop, they cover nothing. Hows the leaking engine is its not concerning the engine? They say we dont cover the turbo ? They dont cover it anything. My car has been a week in the shop no renter They told me I go get my own rent and they will pay me later. ? Ive been paying warranty for three years. I never fired any client till now. I would like to get a refund otherwise its gonna be fired complain to ************************ and its nothing done. I will do something about it

  

  Business Response

  Date: 08/20/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle was towed in for multiple concerns the largest of which bein a coolant smell. There coolant system was very low on arrival and after radiator replacement it was found that the engine had overheated as a result of the low coolant levels causing failure to the engine head gaskets. Subsequent failures as a result of low coolant levels and overheating are non coverable within the contract.

  As a resolution, CarShield will refund your payments in full upon execution of a Settlement Agreement and Release and voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 08/21/2025

  Complaint: 23765897
  
  I have reviewed the business' response and am rejecting it because:if  REFUND for all the 3 years i was paying i will take if no then no accept it  
  
  
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 08/22/2025

   

  The offer a full refund was made in regards to claim #******* which was purchased on 1/19/25.   The total refund will be $1,279.44. 

  Customer Relations

  Customer Answer

  Date: 08/25/2025

  Complaint: 23765897
  
  I have reviewed the business' response and am rejecting it because:
  
  The purchase warranty was 2023 so please refund me . I will take the offer. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:08/18/2025

  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've had and paid $99 on time for car auto sheild insurance since 3/21/2019 ******** recently blew #6 cylinder and car sheild has my motor torn apart and at the mechanics doing "inspections" for the last 4 months. I have never made a claim and when I did car sheild has done everything to avoid honoring the contract. Now they denied my claim, and left me with a 4 month mechanic bill that I can't pay which will cause me to lose my truck and pay mechanic fees. I'm 66 yrs old, I had a triple bypass last yr.,Diabetic, and also disabled with hip replacements. They never intended to honor this agreement and have scammed me, even taking more payments from my account

  

  Business Response

  Date: 08/20/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. ******************** acknowledges delays but most were due to you moving your vehicle from one shop to another and ******************** not receiving requested information from you or your repair facility.  The claim for an engine was denied due to carbon. It should also be noted that the vehicle was driven approximately 12 miles after the time it was initially called in.  The photos of the engine show the #6 piston top is covered with either oil or fuel. There are also two photos showing that one cylinder has a burnt exhaust valve but because neither head was labeled, it is unknown what cylinder the burnt valve was associated with. There were no pictures of the burnt valve removed from the head so the back side is not visible to determine it's condition. The burnt valve was attributed to carbon by the adjuster as that could be a typical type of failure on an engine that shows excessive oil in that same cylinder.

  The notes on your account state you were asked multiple times to present service records so that an exception to a carbon denial could be initiated. One of the notes was: "*** has an internal policy regarding making an exception to this exclusion provided the contract holder can provide adequate records showing the vehicle has been maintained over time. The contract holder was asked to provide records and provide them with some reluctance which is the cause for the delay in this claim. The contract holder provide three oil changes done by the Current shop. This contract is ***** days old, we should have far more than just 3 oil changes records." The records you proved were unverifiable and the claim was denied. 

  CarShield is not obligated to refund any payments after the first 30 days but given the amount of time you have been a CarShield customer, ********************** will issue a one time payment in the amount of $5,000.00 with a signed Settlement Agreement.  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

   

• Initial Complaint

  Date:08/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a carhsield for a couple years. My *********** went and took them for ever to send the part. 3 month later my transmission went. For a bad part they send. Wouldn't give me a rental for the following repair. Car is in the shop again for something and I pick up this past Friday and my light come back and it the same part need to be replace they sent the wrong part. Now I gotta sit here car less to see how long they can send me a part. This is the 2nd time I got a faulty part from them and they don't wanna give me a rental because I use up my 7 days. Due to there mistake and fault part now I gotta sit here car less

  

  Business Response

  Date: 08/21/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  Your claim was originally authorized for turbocharger replacement on 8/7/2025.  At that time, a rental was authorized for 7 days.  Your repair facility shows to have been paid on 8/14/2025.  There was a part resolution started on  8/18/2025 for a failed part, not the WRONG part.  You were advised when you asked about a rental on 8/18/25 that the contract limitation had been met and that any additional rental, (if approved) will be authorized by the vendor C&K and payment to the for the rental would be via reimbursement from C&K.
  
  As of review date, the parts resolution has not been completed. The notes on your account show the vendor has shipped out the replacement part to the your repair facility and that a call has been scheduled with customer service to reach you and provide detail on the reimbursement process.  The contract has fulfilled its obligation regarding the claim and rental as per terms and conditions. Any rental reimbursement for this claim moving forward will come from the vendor with *** vendor management only acting as a "middle man" to facilitate communication between the parties.

  Your contract has paid out approximately $14,000 in repair claims. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores AASs commitment to honoring their obligations in good faith.

  Customer Relations
  

• Initial Complaint

  Date:08/18/2025

  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 my 2023 **** Maverick in 2023 & purchased a Carshield extended warranty. I paid the full amount for the warranty of $2020.84 on December 4, 2023. (Warranty Contract #ABF4687612). In 2025 ************ issued a Recall #***** (Safety Issue with Back-Up Camera). I took my truck to ***** *** **** in *******, ** for the Recall. They informed me that the Recall needed them to use the vehicle computer & that my USB Port was inoperable & would need to be replaced before the recall could be performed. ***** *** ordered the necessary port, did the installation, completed the required recall & billed me $145.45. ***** *** **************** Staff informed me that they do not honor Carshield Warranties as they have had too many complaints regarding their service. I paid the billed amount & called Carshield to ask for a refund as part of the warranty. The **************** Person informed me that because I had already paid for the service "you are out of luck." I asked for the Supervisor. I had informed the **************** Person that I am hard of hearing & it would be good if I could speak with someone immediately as I don't always hear my phone ring. The CS Person said they would call me back in ***** hours & that I should carry my phone in my hand for that period of time so I would not miss that call. I again asked for the Supervisor & the **************** Person hung up on me.

  

  Business Response

  Date: 08/19/2025

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. On each page of your contract you will find in bold print that no claims will be paid without prior authorization. This includes submissions for reimbursement. However, in the interest of resolving this matter, as a courtesy we will provide you with a one time refund of $150. You will receive a check via *** by the end of this week. - Customer Relations

• Initial Complaint

  Date:08/15/2025

  Type:Billing 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 talked to someone 2 1/2 weeks ago I didn't authorize them to talk that money out of my account. I told them I would give then a call when I dropped the warranty from the dealership I bought my car from and I hadn't dropped then nor have I talk to Car Sheild again so they need to put my money back

  

  Business Response

  Date: 08/18/2025

   

  Ms. ********,

  You contacted Carshield on 7/23/25 and purchased a vehicle service contract for your 2014 Chrysler Town and County. At that time of purchase, you post dated the payment to 7/30/25.  At no point did you contact CarShield to ask them to cancel and not take the payment on 7/30/25 and the payment went through on 8/15/25. 

  As a courtesy, CarShield will cancel your contract and refund your payment. 

  Customer Relations

• Initial Complaint

  Date:08/15/2025

  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 dealing with Car Shield trying to get a refund because they have been charging me $89.99 a month for a warranty that only covers part of my repairs. The last time I filed a claim was 8-2024,have not used Car Shield since then because I had to pay too much out of pocket. I request a refund on June 4, 2025 with a notarized and certified letter and they did not respond. I paid car shield $89.99 from ****** to May 2025 without filling any claims.

  

  Business Response

  Date: 08/18/2025

   

  CarShield will refund your last 10 payments with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:08/15/2025

  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.

  Most recent debit card attempt 8/15 at 7 am. CarShield has been attempting charges on my debit card since 7/15, after never sending information related to the call in an email much less sending a so called contract to sign. I have attempted to tell them Stop, last 8/15 and just previously on 8/1. They even attempted charging on 8/3 (Sunday). A Sunday, real scam like. I have not even received a call from ************ or ************, no mailers ever, etc since 7/15. It's a month later and still attempting charges on my card without signing.

  

  Business Response

  Date: 08/15/2025

  All of our phone calls are recorded for quality assurance. On 7/7/2025 you agreed to recurring payments on the fifteenth of each month, to be taken out automatically. Though the ***** period of 30 days for a money back guarantee has been exceeded, we will provide you with a one time complete refund as a courtesy. We are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/14/2025

  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 bought a H31**34363234333237**H policy in 2020, never had to use it. In 2025, I had an oil leak and went to a garage and they said they didn&#**;t have the ability to tear the car down to diagnose the issues with the car. I took it to a specialty mechanic. They said they couldn&#**;t work with H31**34363234333237**H because it was difficult. He fixed the spark plug and I had to pay for that service. It wasn&#**;t fixed so I go to another mechanic. They tear into the motor and found an oil gasket leak. There was a lot of fine print in the H31**34363234333237**H agreement and they would not cover the repair. I paid for this repair that the mechanic performed for me. He could not find another leak and it was from internal issuses. I called H31**34363234333237**H and it took them 2 weeks to call me back. They said I need a cause and effect of the problem before they are willing to pay for a mechanic to repair my car. The car is continuing to burn oil since April 2025. They need to have a way to tell the customer that they will pay towards the diagnosis on the car repair. I&#**;m still in the process of getting my car repaired and covered by H31**34363234333237**H. I&#**;m just getting the runaround. The mechanic feels there needs to be a new motor completely.I want them to cover the upcoming repair on my car.

  

  Business Response

  Date: 08/15/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.  In review of the service records, your concern for oil leaks and oil consumption dates back to 4/1/*******. Kennedy  has been advised to take vehicle to a repair facility and start claim and no claim has been started. 

  On 10/1/2024, Mr. ******* advised of a misfire and oil consumption. One 10/14/2024, Ms. ******* again mentioned an oil leak and oil consumption. On 4/8/2025, Ms. ******* yet again advised of oil consumption and was to have repair facility to start claim.  There were additional calls on 5/8/2025 and 8/5/2025 advising once again of same oil consumption concern stated an engine needed to be replaced. To this date 8/14/2025 a claim has not been started for these engine concerns and there is no diagnosis or verification of failure presented by any repair facility. Oil consumption/piston ring failure is not a covered failure under the contract and a covered mechanical failure would have to be verified to review for coverage. Continued operation negligence would factor into any future claim decision and would follow normal claims process for any further review of these concerns.

  As a courtesy, CarShield will issue a one time payment $2000 with a signed Settlement Agreement. . If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******