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:06/20/2025

  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 been waiting for an adjustor to come out to me since June 11, 2025. My appointment has been rescheduled several times. On yesterday June 19, 2025 I was promised that the adjustor would come out today on June 20, 2025. I have a trip planned for July 4, 2025 and cannot take the trip if my car is not repaired.

  

  Business Response

  Date: 06/24/2025

  CarShield has reached out to Mr. ***** and has extended his rental a total of five days as a courtesy. The inspection report has been received and is being reviewed for adjudication for a final claims decision. 

  -Customer Relations

• Initial Complaint

  Date:06/19/2025

  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 purchased a vehicle service contract from CarShield with the expectation that it would meaningfully protect me from major repair costs. On June 7, 2025, my vehicle experienced a mechanical issue listed under the covered components of my contract. I brought the car to a certified repair facility, and the repairs were completed on June 18, 2025.The total cost of the repairs came to $959.11. CarShield covered only $160.11, leaving me to pay $799.00 out of pocket a significant burden considering the nature of the issue and the fact that it should have been covered under my plan.The claims process itself was slow and frustrating. I made several follow-up calls and received unclear or generalized answers about why so little was covered. CarShields advertising creates the impression that customers are protected from expensive ***********************, but my experience has proven otherwise. I feel that the level of coverage provided did not reflect the promises made when I purchased the warranty.Desired Resolution:I am requesting a full review of this claim and a fair reevaluation of the coverage decision. I believe a larger portion of the $959.11 repair should have been covered. If that cannot be resolved, I am requesting either a partial refund of the policy cost or direct reimbursement for the $759.00 that I was forced to pay out of pocket. Additionally, I am requesting reimbursement of premium of $592 paid during the time of policy coverage.This experience raises serious concerns about the reliability of CarShields coverage and claims practices. I am filing this complaint to hold the company accountable and to protect other consumers from misleading service expectations.

  

  Business Response

  Date: 06/23/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield provides a wide variety of coverage for many of your vehicle service contract repair needs. However, CarShield contracts do not provide coverage for  non-covered parts such as the coolant hoses, betterment,  as well as non-verifiable labor, fees and taxes. These items would be deemed your responsibility per the terms and the exclusions of the VSC. 
  
  
  Your claim was authorized for *** covered parts and verified labor for the coolant reservoir concern. However, as the reservoir cap was a suggested part by the repair facility with no verified failure demonstrated, your VSC would not have coverage for this component. As stated within your contract, your *** does not provide coverage for any part that has not broken or failed, even if a repair facility has recommended repair or replacement.
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a full refund minus claims paid for contract(s) MRF5305099 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  
  -Customer Relations 

  Customer Answer

  Date: 06/23/2025

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

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising 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.

  Ive canceled my account/sold the vehicle under warranty over a year ago and requested to not be contacted many times and they still call very often. I just want to not be contacted any more.

  

  Business Response

  Date: 06/20/2025

  Mr. *****,

  We have added your phone number and email address to our no contact list, and have blocked your number. We are sorry to lose you as a CarShield customer. 

   

  -Customer Relations 

• Initial Complaint

  Date:06/18/2025

  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.

  My husband purchased a policy from Car Shield. We had been customers for a while, my husband is usually the one who handles all the bills for our home. Unfortunately he passed away August 16, 2024. Its had been almost 1 year that car shield was taking money from my account, so I was under the impression that my policy was in good standing for our vehicle protection. Well long story short I was told I had to send in his death certificate and the title to our car to continue coverage, after doing everything Car Shield asked for legally, I was told that I am not covered on this policy because my husband did not put my name on policy, but my name is clearly on the title, I was dropped coverage and told I would not be reimbursed for the money that was taken out of my checking account for almost a year after my husband passed. I was told that even though I am on the title they will not honor the policy coverage due to me not being on the policy. I am a 76 year old lady and have been trying to figure out everything once my husband passed unexpectedly. This company assured me that everything would be OK after documents had been submitted, and I was lied to by supervisors, I then had customer representatives tell me that the supervisors had no say so, and it came from a higher authority after being told by two different supervisors of car shield that there would be no problems once the documents were sent over . Car shield does not inform people in detail that if they are not on the policy purchased with car shield, they will not honor the payments youve made regardless if you are married to that person or not this company really needs to be more informative about what the dues and donts are .

  

  Business Response

  Date: 06/19/2025

   

  We apologize you were given incorrect information by one of our representatives. The issue will be reviewed with our employee to be sure our policies are clear going forward. 

  As a resolution, CarShield will refund your last 10 payments 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: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will take the 10 payments and sign the documents discussed in contract. 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/17/2025

  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.

  We took our car in to have the a/c system repaired. June 10, 2025 we first contacted the auto repair company. We told them we have Car Shield and left the car. The auto insurance company had a great deal of trouble dealing with car shield and getting any information. Finally on Friday, we were told an inspector would be by to inspect on Friday. He did not arrive until Monday. Of course no answer on Monday. On telephone nearly every day. On Tuesday a denial of claim, totally. Absolutely not paying a ***** for a covered service. Meanwhile we have been seeing commercials on tv where it says in big letters that it covers COOLING SYSTEMS. Our extended warranty we paid $158.00 a month for is totally worthless!

  

  Business Response

  Date: 06/19/2025

   

  A member of the CarShield legal team has reached out and we are working towards a resolution on this matter. 

  Customer Relations

  Customer Answer

  Date: 06/23/2025

  Car Shield called us and said they reviewed the claim and they now cover it.  The claim was just over $5600, they offered to pay just over $2700 or to give us a flat $3000 and terminate our insurance.

  Car Shield told me that the parts were above MSRP and our auto shop was double dipping and charging us too much.  I have no way of knowing what parts or brand they compared.  Then they gave us a flat amount for labor which left us with over a thousand dollars for labor and no tax on the repair.  So they reduced the amount by half.  They do not advertise that they offer to pay half your claim.  They give the impression on all ads that they pay the entire claim.

  

  Business Response

  Date: 06/23/2025

  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 AAS 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 contract states on page 2 of 24 "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 the REPAIR FACILITY does not accept shipped parts, WE may choose to authorize the value of the shipped parts as a credit toward the REPAIR FACILITYs parts. 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. REPAIR FACILITY parts must come with a part warranty issued by either the manufacturer or the REPAIR FACILITY with minimum part warranty period of the lesser of twelve (12) months or ****** miles."  ALSO your contract states page 3 of 24 "LABOR COSTS: Hourly labor rates for COVERED BREAKDOWNS will be authorized up to the REPAIR FACILITYS posted labor rate. Authorized labor hours needed to perform repairs will be determined by US using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be YOUR responsibility." We have attached a copy of your contract for you convenience. 

  ******************** has authorized $2,827 towards your claim but will not paid over MSRP or the posted labor rate.  As a courtesy, CarShield has offered a one time payment of $3,000.00 in an effort to help with your out of pocket costs which was also rejected.   At this time, there is no additional offer.  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  Customer Relations

   

• Initial Complaint

  Date:06/17/2025

  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 submitted my vehicle for a claim around the transmission. it was found that a sensor in the transmission is faulty and needs replaced. The replacment necessitates that the harness for the sensor also be replaced as the two cannot be separated. CarShield tells me that the harness is an "enhancement" and specifically not a covered part within the policy. While this may be interpreted in the language of the contract, attached, this still seems a necessary part of the repair. My conversations with CarShield's "support" was unsympathetic and unwilling to listen to any discussion to the contrary. They said that the adjustor's decision was non-negotiable. It feels very much like a bait and switch.

  

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that  your claim was authorized correctly for all covered components and verified labor for transmission sensor per terms of the contract. As stated within your VSC, your contract does not provide coverage for components that part that have not broken or failed, even if a repair facility has recommended repair or replacement. The wiring harness for sensor is considered a suggested/upgraded part and is not listed for coverage, and thereby would not be eligible for the claims process. 
  
  
  
  Your claim is currently pending your approval to pay the out of pocket costs in order for repairs to be completed and your claim to be paid. Claim payment will follow normal claims process once the repair has been completed. However, CarShield is willing to provide a one time refund of seven monthly payments for contract(s) MRF4674839 upon the execution of a settlement and release agreement and a voided authorization. This refund may be used to help mitigate out of pocket costs for your repair. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 06/18/2025

  Complaint: 23481207
  
  I have reviewed the business' response and am rejecting it because: the wiring harness must be replaced with the replacment of the sensor. The existing part that has failed is one part - sensor and harness combined. As such, the existing harness cannot be reused and must be replaced.
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/19/2025

   

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  Customer Relations

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarShield has exhibited a pattern of deceptive business practices and intentionally lied to me in an effort to exhort unknown amounts of money from me. They also refuse to provide me with a form quote for coverage, even though I have spoken with numerous company ***resentatives. Each *** stone walls me and when I cannot get an answer, I tell them then I cannot do business with them. Afterwards I receive correspondence from them, asking me to contact then with a better rate for coverage but when I call back, they refuse once again to simply give me a firm quote for coverage. Just today (June 17, 2025) I received another letter asking me to call back for a third time. It is fruitless to attempt to contact this company for a third time as everything they tell you is deceptive and based on untruths.

  

  Business Response

  Date: 06/18/2025

  Mr. ******,
  CarShield has reviewed you file based upon the complaint you have provided. Quotes that are given on a potential sales call are good for 24 hours, and that is why all potential customers are encouraged to make the decision within this allotted amount of time. Quotes will change based upon mileage, time elapsed, and coverage availability. CarShield wishes to provide the package that is suitable for all CarShield customers and tries to provide a marketable pricing to ensure availability. 
  
  
  We are sorry to lose you as a potential CarShield customer and have removed you from our calling list per your request. 

  -Customer Relations 

• Initial Complaint

  Date:06/17/2025

  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 purchased an extended vehicle warranty that covers specifically Air conditioning components, among other items. I brought the vehicle in for repair. The control module for the rear air conditioning unit is inoperable. The face of the module has fallen off, and that face included the buttons and switches to operate it. The module now randomly elevates the temperature in the rear of my vehicle to "high heat". I live in *****, so this is unbearable. Today the repair shop filed the claim with CarShield who denied the claim. I called them to verify why, the control module is specifically listed in my contract as a covered item. I asked- if you are to deny this claim you have to show me in my contract with you how this is allowed. She said that "misuse" is allowed claim denial.there is absolutely no evidence of abuse or misuse. I would like to see evidence of this. She said she had none. This is a luxury vehicle and i maintain it well, an inspection of the vehicle would show that. I will happily submit to a vehicle inspection to prove my case, supply photos, and my contract. My contract is attached. For your benefit i have the following references-Page 23 has the air conditioning coverage under "8. Air Conditioning"8. AIR CONDITIONING:COVERAGE INCLUDES:Condenser; Compressor Assembly, Clutch, Coil, Pully, Seal, and Relay;Evaporator; Expansion Valve; Accumulator/Receiver Dryer; O****** Tube; Blower Motor/Relay/ Resistor; Idler Pully; A/C Heater Outlet/Duct; Automatic/Manual A/C/Heater Temperature/Mode Control Head, Module or Programmer; Blend Door Case/Actuator(s) or Cables; Refrigerant Pressure Switch(s); Metal or Rubber Refrigerant Lines/Hoses, A/C Heater Case, Doors, and Housings,Temperature/Pressure Sensors; Evaporator Fan; Compressor Module. Seals and Gaskets. Refrigerant and ************** ONLY as required as part of a COVERED BREAKDOWN due to loss from failure.a.COVERAGE DOES NOT INCLUDE:Refrigerant when not associated with a COVERED BREAKDOWN

  

  Business Response

  Date: 06/20/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your repair facility had submitted concerns of  the rear **** control head  having buttons missing/falling off.  However, due to the shelf lift of the **** control head, the buttons would have to be manually removed or knocked off from an outside influence separate from your vehicle. As stated within your ***, your contract does not provide coverage for negligence, abuse, or misuse. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of four monthly payments for contract(s) MRF4972916 upon the execution of a settlement and release 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: 06/21/2025

  Complaint: 23480577
  
  I have reviewed the business' response and am rejecting it because:
  

  The face that fell off is clear glass and was held on to the unit by glue. There is no shelf as youve said. It simply failed over time and now i cant control my rear AC except that it turns very hot. There's no misuse, we don't even use our back seat. The word misuse has a meaning. Even if someone had been seated in the back seat and bumped the control, that's normal use as that's a passenger seating area. Your compnay hasn't even done a visual inspection and therefore you don't know how foolish it sounds i suppose, but ask the repair center for a picture of the actual problem and you will see. Glue has a shelf life. Its failed. Please just cover it. 

  I don't want to settle my entire agreement. I want an extended warranty that i agreed to and have paid for for the last year plus. 4 months reimbursement is not the coverage promised. If, at the end of this incident, carshield insists that this is abuse then I have no further recourse, but i want my plan to return to service. This was an attempt to right a wrong. It doesn't make it better to throw the whole plan out. 

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

  

  Business Response

  Date: 06/24/2025

  Mr. ************** review, it was discovered that you have provided the incorrect vin number when setting up your contract. CarShield strives to make affordable and assessable vehicle service contracts to all of its customers. However, as the vin number is not for the correct vehicle, your current vehicle service contract is considered void. Your contract has been cancelled and you will be refunded in full via a check sent *** overnight delivery.
  
  
  If you wish to set up coverage with your correct vin number, please call **************. Please be advised that terms, conditions, and a new waiting period apply. 
  -Customer Relations 
  
  

  Customer Answer

  Date: 06/24/2025

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

• Initial Complaint

  Date:06/16/2025

  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.

  Transmission slip 6/12/2024.. had two repairs for same issue. Transmission slipping, engine turning off, electrical problems, engine over heating.

  

  Business Response

  Date: 06/17/2025

  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 AAS 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 claim was denied and your contract cancelled when it was discovered there was mileage misrepresentation at the purchase of the contract. The sales call was reviewed and it was found initially an estimate was of mileage was provided and then CH called back a few hours later to provide the mileage we have reported now (******). Carfax discredits the mileage reported at the time of sale.  Your vehicle never qualified for the coverage level you were sold.  There were two other claims but there was no vehicle history report pulled for those claims. 

  American Auto Shield paid out over $4,039.06 on the two previous claims.  Due to that amount being twice the amount that you have paid into the contract, there is no refund due.  

  Customer Relations

• Initial Complaint

  Date:06/16/2025

  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.

  Entered by BBB staff AT. The consumer filed a claim because her car had a problem with the transmission. The business gave the consumer a few repair shops to choose from to have the work done.  She chose one and gave the repair shop the required money ($1,100.00) for the deductible and maintenance fee; they fixed the transmission.  Then the repair shop said there was a problem with the motor.    The repair shop advised the business about the motor. The business informed the consumer that the motor would be included in the original claim. The repair shop has provided the information required, but the business has not yet sent an inspector to approve this 2nd part of the claim. The consumer wants the business to send the inspector, confirm the repairs for the claim with the repair shop, and get the motor on her car fixed.

  

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Ms. ********* claim has been authorized and paid for her transmission concerns. However, an additional engine concern was added to her claim after the repairs were complete. The claim is currently pending the diagnosis from Ms. ********* repair facility in order to progress the claim forward. Once the diagnosis is received, the claim will follow the normal adjudication process and will be approved for all coverable /verifiable labor and parts in accordance with the terms and exclusions of Ms. ********* VSC.
  
  
  If Ms. ******* has questions regarding the status and needed information to progress her claim forward, please have her contact the ******************** claims department:
  ***************.

  -Customer Relations