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:05/30/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called CarShield and they gave me a list of shops near me which one of them was AAMCO transmission ***** They took car shield and they are only three minutes away from my house so I drop my car off my **** *** 330 X and the shop told me they will call me and let me know whats going on so they said it was my radiator. They said my radiator hose then they said the water pump then they said the thermostat and then they said it had like you didnt want to start. He sent it to his buddy ***** He got the car back and told me I needed a new engine , he said, cause she was the denied coverage for a new engine but its on my contract with them so I called car shield to see why they denied the engine and they said because I shouldve gotten the car towed to the shop instead of driving it and I told them the shop is 3 minutes away from my house

  

  Business Response

  Date: 06/05/2023

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  The radiator and valve cover gaskets were replaced initially on 5/4/2023. The repair facility at that time advised the vehicle had been driven in with an overheat condition and active coolant leak at the time of the repair. The radiator repair and cooling system repairs were completed and then your chosen repair facility determined the engine had failed due to overheat. This would be continued operation per contract terms. Engine coverage would excluded due to continued operation exclusion of contract.

  We see that you have already cancelled your contract. As a resolution, 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-*********.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 toC CarShield.  A copy of the lawsuit is available at ***************************************

  Customer Answer

  Date: 06/13/2023

  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:05/27/2023

  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.

  Policy number ********** Claim Number *******. When I had a problem with my car I was on my private drive. Contacted a someone and described the problem and parked the car and contacted Carshield to ask the procedure for this situation. They advised me to contact the roadside assistance to set up a tow, so I did. I also asked about auto shops that took their warranty. They gave me a place to find one. This problem started on 4-10-23. Called repair shop and set an appointment for repairs. They could not get me in until 4-18-23, so customer service set up a tow for the 4-17. On 4-20-23 The repair shop made a diagnosis and sent it to Carshield for approval. On 4-21-23 I called to find out status of claim and was told they would have an answer on 4-23-23. On 4-25-23 we called again and was transferred to claims and spoke with David and he said claim was approved. On 4-28-23 the parts department from Carshield called me and said that they did not want to use the part from the repair shop because they could get one cheaper but it would take several days to get here and guaranteed it would be her on 5-9 or 5-10 at the latest. We stressed that was not acceptable due to the repair shop had had the car for almost a full month, and they said well you can use the part the repair shop has but I would have to pay $1000. Out of my pocket. On 5-9 we called to check status of part and was informed it was not in so I ask for tracking number and was told they could not give that information for a few days. On 5-11 contacted again for tracking information and they provided. We contacted the shipper and they said the part was not even shipped until 5-9. PART ARRIVED and The next day the repair shop called and said when he was replacing the parts they found further damage and I needed a transmission This company is a scam and plain FRAUD! Carshield told the repair shop they would not cover because I continued driving after problem began. Not true their roadside service towed vehicle to repair shop and the mechanic drove to make a diagnosis of problem. Then they said I had to drive it home after the problem began because car was towed from my driveway. That is because I live on a private road which is my driveway. There are so many other issues, they are rude, transfer you around the world, hang up on you, tell you one thing and five minutes after you hang up they have some one else call and say the information provided by their employee was not accurate. I also don’t see how the only method of arbitration is through the BBB but they have a lawsuit against the BBB. The repair shop has told them that if they did not take care of claim they wanted to be removed from the list of authorized repair shops. I have the dates of all contact with Carshield, whom I spoke with and what was discussed and all information in conversation. Their sales department has contacted us several times and said they would give a discount on the policy and we replied why I would I want a discount on a contract that you have broken, they then tell us they will have a supervisor call us back. When he did we answered the same way and he got ugly so we told him the conversation is over and hung up. They have contacted everyday since they denied claim. On 5-24-23 a lady from Carshield named,***** contacted us and said she was calling because we were on her list but she did not know why , so when we ask if she could find out for us and tell us what type of list this was she hung up on us. We called back the same phone number she called us from and told customer service what happened and ask if they could put us in touch with Paige, they said they did not see any notes of a person name ***** calling us and transferred us to Customer service and we spoke with ****** and he also could not provide us any information. On 5-26 ******* called and left a voice message that said he was calling to discuss the service contract on the 2006 Buick Rendezvous. The caller slurred his words and paused often while looking for information. We did return call but they were closed. All of these people work out of their homes and they transfer from one person to another. I truly do not believe there is a physical location for this fraudulent company. All communication is done through phone or email. I do not understand how this company has been allowed to continue doing business and why the state of MO where they are supposed to be physically located has not shut them down. I will contact the state attorney general in MO, CO and any other state they operate in. I will also contact the State Attorney General’s office in MS where I live. I will also write my Senators and Congressmen for my state. I am also going to report to the Federal Trade Commission. I really think it is a shame that they pray on the less fortunate people, disabled, elderly and our veterans. I will make it my life mission to continue talking and writing letters to everyone that can stop this activity. My only goal in life at this time is to do whatever necessary to put this company out of business!!!!!!!!!!! If #here is a way to resolve this matter I will be glad to work with them but will not take abuse from their employees and will not listen to them read from their bogus contract. I am a very educated person that holds several degrees including a MASTERS DEGREE so it is really an insult to my intelligence when you twist my words or put words in my mouth. Please notify me of the status of my first complaint that I placed 5-23-23 and if Carshield has responded to this complaint. I would also like to know when I can get a response to this complaint. I have looked at the numerous bad reviews and they all seem to be about same kind of complaints and Carshield response and they seem to have a generic response.

  

  Business Response

  Date: 06/06/2023

  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:05/26/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint for mechanical problem wil my cover vehicle. I was advised to take it to a mechanic for diagnosis.I took it to a dealer to run necessary tests and computer stuff. the report came back with a diagnosis that the transmission is bad and needs to be replaced. The dealer forwarded the report to Car Shield but they denied the claim and requested the dealer to take down the transmission and take pictures first. The dealer told me the price of taking out the transmission and opening it for pictures is actually more than the price to replace it and refused to do it. They advised me that Car Shield is famous for this tactic then they refuse to pay the claim. I had to pay $190 dollars for the dealers diagnosis. I tried to speak to the Car Shield to seek a resolution, but they refused to talk and closed the claim. I want reimbursement of the money I paid at the dealer and the money that I have paid car shield for the auto coverage. Today, I just the contract with Cat Shield

  

  Business Response

  Date: 06/07/2023

  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 is currently inactive pending verification of the cause of failure. The original repair facility  has refused RDI. The second repair facility you chose also refused RDI.
  

  We see that you have already cancelled your contract. As a resolution, 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

  ********************** 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: 06/07/2023

  Complaint: 20111044
  
  I am rejecting this response because:

  I believe Car Shield is involved in fraud advertisement to bait customers to sign in. Two days ago, I was at a mechanic shop and I accidently met a vehicle owner who had the same exact is*** like mine, except he went ahead with the Car Shield guidance to take down the transmission and take pictures and sent it to the company, costing him $2500, then Car Shield refused to pay using silly excuses. it appears that this is a standard practice for the company in deceiving customers and never plan to pay the claim from the first place. I can get official testimony from that customer who actually threatened to *** them if they did not pay him what he paid for taking down the transmission. CarShield agreed to pay him and he cancelled his contract with them.

  I have been with Car Shield for over 2 years and the only resolution I will accept is reimbursement of a full year plus what I have paid the Lexus dealer for the diagnosis ($199). This is the only resolution that I am willing to accept.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/08/2023

   

  CarShield will refund 14 payments in an effort to resolve this matter.

  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 RelationsThank you for allowing us to help you maintain your vehicle. In our effort to help you keep
  your vehicle operating at peak performance, we have assembled this customized Action Plan
  that addresses the needs of your vehicle. Please review its contents and let your advisor know
  which services you would like us to perform today. If you have any questions or concerns
  please dont hesitate to contact **. We are here to help you.
  
  
  ******************
  7300 ***********************************
  ***********, ** 22153
  **************
  *******************
  
  ***************************
  Service Consultant Certified Technician
  
  
  RO#: ******* *********************************************** 1
  ****************************************************** ? ************** ? ****************************
  
  Original Customer Requests
  The following is what you requested we perform or investigate regarding your vehicle:
  A. CUSTOMER STATES LIGHTS ON DASHBOARD, 4LOW, TRAC OFF AND CHECK
  ENGINE PLEASE ADVISE.
  Replace transmission assembly, rear main seal and recheck
  Need check out time to tear down, remove transmission to inspect shift solenoid valve S3, shift
  solenoid valve SLT remains closed, Valve body blockage, Clutch brake, gear etc.
  B. MULTI-POINT VEHICLE INSPECTION
  C. CUSTOMER STATES THE *** DOESN'T SHIFT PROPLERY AND HARD TO
  ACCELERATE UPHILL (Found transmission whine and slip)
  Replace transmission assembly and recheck
  
  Package Results *********************************************** Courtesy Inspection
  Failed Task Observation Recommendation Done
  Inspect brake system components Brakes have pulsation when Replace front brake pads and
  applied replace front brake rotors
  Replace front brake shims
  Carpet/floor mats Double stacked mats remove drivers floor mat and
  place in trunk
  
  Cautioned Task Observation Recommendation Done
  Inspect transfer case for leaks Found transfer case fluid to be Perform transfer case fluid service
  dirty
  Inspect rear differential for leaks Based on manufacturers Perform BG rear differential
  standards regarding time and/or service
  mileage of the vehicle and after
  checking available service history
  at our dealership, we recommend
  the following:
  Check power steering fluid level *********** steering fluid to be ************* steering system
  and condition and check for leaks dirty/contaminated fluid flush
  Check brake fluid level and Found brake fluid to be discolored Perform brake system flush
  condition and check for leaks
  Inspect cabin air/HEPA micro Found cabin/HEPA micro filter Replace cabin/HEPA micro filter
  filter (if equipped) dirty
  
  Measure left front tire tread depth 5/32": Inspect tire next service
  
  RO#: ******* *********************************************** 3
  ****************************************************** ? ************** ? ****************************
  Cautioned Task Observation Recommendation Done
  Inspect front differential for leaks Based on manufacturers Perform BG front differential
  standards regarding time and/or service
  mileage of the vehicle and after
  checking available service history
  at our dealership, we recommend
  the following:
  Inspect suspension components Found front shock absorber(s) Replace front shock absorbers
  weak Replace rear shock absorbers
  Found rear shock absorber(s)
  weak
  Inspect fuel injection system Found air induction system to be Perform fuel/air induction system
  dirty service
  Inspect headlamp for hazing or Found headlights are oxidized. Perform headlight brightening
  oxidation
  Mileage Maintenance Service Based on manufacturers Recommend perform Ultrasonic
  Recommended standards regarding time and/or HVAC System cleaning to
  mileage of the vehicle and after eliminate mold, spores, bacteria,
  checking available service history and germs
  at our dealership, we recommend Perform sunroof drain and track
  the following: cleaning
  Perform 4 wheel alignment
  
  Passed Task Observation Recommendation Done
  Measure rear brake lining 6 mm: Inspect brakes next service
  thickness (disc brakes)
  Measure front brake lining 6 mm: Inspect brakes next service
  thickness (disc brakes)
  Check and adjust all tire Set tire pressures to
  pressures. manufacturers specifications -
  Check tire pressures monthly
  Measure right front tire tread 6/32" or greater : Inspect tire next
  depth service
  Measure right rear tire tread depth 6/32" or greater : Inspect tire next
  service
  Measure left rear tire tread depth 6/32" or greater : Inspect tire next
  service
  Inspect and retorque wiper arms Inspected and torqued
  (if applicable)
  
  Passed Tasks
  
  RO#: ******* *********************************************** 4
  ****************************************************** ? ************** ? ****************************
  Inspect exhaust system for leaks, Inspect wheel bearings Inspect axles, driveshaft(s) U-joints and
  damage, and loose parts CV joints/boots
  Inspect engine mounts Inspect transmission mount(s) Inspect fuel tank, lines, and connections
  Inspect air cleaner element Fill windshield washer fluid Check engine oil level and condition and
  check for leaks
  Check engine coolant level and Check automatic transmission for leaks Inspect hazard light operation
  condition and check for leaks
  Inspect brake light operation Inspect back-up light operation Inspect taillight, turn signal, side marker,
  and license plate lights
  Inspect taillight, turn signal, and side Inspect fog lights and headlight low and Inspect windshield wiper and washer
  marker assemblies for cracks and bright beam operation operation
  damage
  Check horn operation Inspect heat and air conditioning Inspect dash and interior lights
  operation
  Inspect overall tire and wheel condition Measure rear brake lining thickness Measure front brake lining thickness
  Check and adjust all tire pressures. Inspect instrument cluster warning Inspect all vehicle wiper blades
  lamps
  Perform battery performance test Inspect battery terminals and cables Inspect ignition system
  Inspect belts Inspect all hoses and clamps Measure right front tire tread depth
  Inspect steering and sway bar Measure right rear tire tread depth Measure left rear tire tread depth
  components
  ******** State Inspection Due Measure brake disc thickness Inspect Emission Components
  Check windshield and glass for cracks, Inspect and retorque wiper arms (if Other Technician Recommendations
  chips, and pitting applicable)
  
  Additional Observations Recommendation
  Found abs and vsc code in system Need check out time.
  
  Additional Information
  Below is information we feel would help you better understand some of the reasons for taking preventive
  maintenance steps -- steps that help to ensure the reliability and safety of your vehicle for you and your family.
  
  ** The following section may contain instructions for servicing various components of your vehicle. These are
  an overview of the process that will be performed by a skilled technician in our shop. They are not intended to
  be a guide for a do-it-yourself operation.
  
  
  RO#: ******* *********************************************** 5
  ****************************************************** ? ************** ? ****************************
  Differential fluid change - front AI-13
  Operation Description:
  Drain the differential fluid according to the vehicle manufacturers service procedure.
  Refill the differential housing using the type and amount of differential fluid or gear oil
  recommended by the vehicle manufacturer.
  
  Significance:
  The differential contains gears referred to as spider gears that allow the wheels to rotate
  at different speeds whenever the vehicle turns. It also has a ring gear and pinion gear Draining used
  which convert the torque from the engine through the transmission, transfer case and differential fluid
  driveline into a right angle torque. This function enables the wheels to be driven by the
  engine. All of the gears and bearings in the differential are submersed in differential oil
  for lubrication and protection purposes. Differentials create heat under normal driving
  conditions, which can eventually break down the fluid, causing its lubrication properties
  to deteriorate. This condition can lead to total failure of the differential and an expensive
  repair bill.
  
  Advantage: Refilling with new
  Proper service of the front differential fluid will ensure that the gears and bearings inside lubricant
  receive the lubrication they require. With regular service, your differential can last the
  life of your vehicle. Changing the differential fluid as part of a scheduled maintenance
  program enhances the reliability of your vehicle, and will save you money over the life
  of the vehicle.
  Differential fluid change - rear AI-15
  Operation Description:
  Drain the rear differential fluid according to the vehicle manufacturers service
  procedure. Refill the differential housing using the correct type and amount of
  differential fluid or gear oil.
  
  Significance:
  The rear differential contains components known as spider gears that allow the wheels to
  rotate at different speeds when turning. It also has a ring and pinion gear, which convert Draining rear
  torque from the engine through the transmission and driveline into right angle torque. differential fluid
  This is what enables the wheels to be driven by the engine. All of the gears and bearings
  in the differential are submersed in differential oil to protect and lubricate them.
  Differentials create heat under normal driving conditions, which can eventually break
  down the fluid, causing its lubrication properties to deteriorate. This condition can lead
  to total differential failure and an expensive repair bill.
  
  Advantage:
  Proper service of your rear differential fluid will make sure that the gears and bearings Refilling with new fluid
  inside have the lubrication they require. With regular service, your differential can last
  the life of your vehicle. Changing the differential fluid as part of a scheduled
  maintenance program, will enhance the reliability of your vehicle, and save you money
  during the life of your vehicle.
  
  
  RO#: ******* *********************************************** 6
  ****************************************************** ? ************** ? ****************************
  Transfer case ********-16
  Operation Description:
  Remove the drain plug from the transfer case and allow the transfer case to drain
  completely. Clean the drain plug of any metal (especially if it is a magnetic design plug).
  Reinstall the drain plug, using a new drain plug gasket as needed. Torque the drain plug
  to the vehicle manufacturers specifications. Remove the transfer case oil fill plug. Fill
  the transfer case with the correct amount and type of new fluid. Reinstall the fill plug,
  using a new fill plug gasket as needed. Torque the fill plug to the vehicle manufacturers
  specifications. Draining the old
  transfer case fluid
  Significance:
  The transfer case is a gear box that allows torque from your engine and transmission to
  be transmitted to the front and rear differentials, making four wheel drive operation
  possible. The transfer case includes bearings, gears, chains and shafts. The transfer case
  generates heat and pressure as you drive your vehicle. This heat and pressure, along with
  metal particles from normal use, can wear out your transfer case fluid and additives over
  time. Your transfer case relies on its fluid for both coolant and lubrication. If the fluid is
  not replaced at the recommended service intervals, you run the risk of your transfer case Filling transfer case
  wearing out prematurely, or failing completely. Replacing or rebuilding your transfer with new fluid
  case can be very expensive.
  
  Advantage:
  Changing your transfer case fluid will ensure that it continues to shift and operate
  properly for years to come. This step will also keep bearings and gears from wearing out
  prematurely, which will help you avoid a costly repair.
  Brake pad/shoe replacement AI-21
  Operation Description:
  Remove the wheels. For disc brakes, remove the brake caliper and then remove the brake
  pads. Inspect the rotors for signs of damage or excessive wear. Replace or resurface the
  rotor as necessary. Inspect the brake caliper and brake hoses for damage and leaks.
  Replace the brake pads. For drum brakes, remove the brake drum. Remove the brake
  shoes. Inspect the brake hardware, wheel cylinders and hoses for damage. Inspect the
  brake drum for damage, or excessive wear. Replace or resurface the drum as necessary.
  Clean the brake drum and backing plate. Replace the brake shoes. Reinstall the brake Damaged brake rotor
  drum. Adjust the brakes as necessary. Reinstall the wheels and torque the lug nuts to the from metal-to-metal
  vehicle manufacturers specifications. contact
  
  Significance:
  This repair is all about safety. Your vehicles brake system is only as good as your brake
  pads and/or brake shoes. The safety of you and your family depends on your brake
  system working properly and stopping your vehicle - every time. Aside from the obvious
  safety issues, neglecting the maintenance of your brake pads and shoes can cause the
  friction material on your brake pads and shoes to completely wear out. This can cause
  the steel backing on your brake pads or shoes to contact the rotors or drums and will New brake pads
  destroy the rotors or drums, leaving you with an expensive repair bill.
  
  
  RO#: ******* *********************************************** 7
  ****************************************************** ? ************** ? ****************************
  Advantage:
  There are no shortcuts when it comes to your vehicles brakes. Having a professional
  automotive technician check and service brakes on a regular basis is essential to your
  safety behind the wheel. Maintaining your brake system by replacing your brake pads
  and shoes before they are completely worn out will help keep your brakes working
  properly and save you money by avoiding unexpected damage to your brake components
  caused by metal to metal contact.
  Cabin filter replacement AI-27
  Operation Description:
  Access the cabin or pollen filter according to the vehicle manufacturers service
  information. This usually involves opening the glove box and removing the bolt to lower
  the door. Remove the old cabin air filter from its housing. Replace with new cabin air
  filter. Replace the bolt to attach the glove box door. Close the glove box door. Clean the
  housing of all dust and debris. Install the new pollen filter into its housing.
  
  Significance: A dirty and clogged
  The cabin or pollen filter is designed to filter out dust, pollen and other particles that cabin air filter
  would normally make their way into your vehicle through the heating, ventilation and air
  conditioning (HVAC) systems. Pollen filters work very well, but need to be replaced as
  part of a scheduled maintenance program. Restricted and dirty pollen filters put a strain
  on the blower motor, which can cause it to be excessively noisy and even fail
  prematurely. This kind of strain on a blower motor can also cause problems with the
  vehicle wiring and electrical system, due to the excessive amperage required for the
  blower motor to function. Replacing the blower motor can be very expensive on some
  vehicles.
  A clean cabin air filter
  
  Advantage:
  A clean cabin or pollen filter can be very effective at keeping dust, pollen, and other
  unwanted particles from entering the interior of your car. Also, your blower motor will
  generate a higher volume of airflow, boosting the efficiency and effectiveness of your
  HVAC systems.
  
  
  RO#: ******* *********************************************** 8
  ****************************************************** ? ************** ? ****************************
  Shock absorber replacement AI-33
  Operation Description:
  Note: Shock absorbers should always be replaced in pairs. Carefully lift the vehicle
  using an approved automotive lift. Remove the wheel that corresponds with the shock
  that is going to be replaced. Follow the vehicle manufacturers service information and
  remove the shock absorber from the vehicle. Inspect the shock mounting points on the
  vehicle for wear or damage and make repairs as necessary. Install the new shock
  absorber. Reinstall the wheel and torque the lug nuts to the correct torque specification.
  Uneven tire wear due to
  Significance: worn shock absorbers
  When a shock absorber wears out, your vehicle will bounce too much when going over
  bumps. It will also sway excessively when you go into a turn. Worn out shocks can lead
  to serious handling problems with your vehicle, and this presents a safety issue.
  Additionally, your vehicle may handle in an unpredictable manner. Worn out shocks will
  also cause your tires to wear unevenly, greatly reducing the life of your tires. You should
  replace your shock absorbers before they get to this point.
  
  Advantage: New shock absorber
  Replacing your worn out shock absorbers can greatly improve how your vehicle handles,
  making your vehicle more predictable and safer to drive. It will also prevent the
  premature tire wear that is associated with worn out shock absorbers.
  Wheel alignment AI-44
  Operation Description:
  Inspect the front and rear suspension components for any signs of wear or damage.
  Using specialized wheel alignment equipment, adjust the suspension and wheels to the
  vehicle manufactures specifications.
  
  Significance:
  Vehicle suspensions can wear with age and repeated heavy use. Rough road surfaces and
  an occasional pothole can change the vehicles wheel alignment. A wheel alignment can Abnormal tire wear from
  improve your steering control and overall vehicle handling. It can also help prevent bad alignment
  abnormal tire wear by bringing the vehicle suspension components back to the vehicle
  manufacturers specifications. This important step will keep your vehicle driving the
  way it was designed to. An alignment is necessary any time a worn suspension part is
  replaced.
  
  Advantage:
  Even slightly worn suspension components can affect the vehicle's wheel alignment.
  This can lead to premature wear of tires and reduce overall vehicle comfort and safety. A Wheel alignment
  vehicle with worn-out suspension parts can be unsafe to drive. Maintaining your vehicle
  suspension and performing regular wheel alignments and tire rotations can keep your
  vehicle safe and reliable.
  
  
  RO#: ******* *********************************************** 9
  ****************************************************** ? ************** ? ****************************
  Power steering fluid exchange service AI-71
  Operation Description:
  One of our skilled technicians with specialized equipment will use a powerful cleaner to
  dissolve and suspend the varnish and gums in your vehicles power steering unit and
  then flush the entire unit of all old fluid and contaminants and install new high-tech fluid
  for both conventional sector and rack and pinion. Finally, the technician will road test
  your vehicle.
  
  Significance: Power steering spool
  If you have experienced steering pump noises, hard or erratic steering, or pump leaks, it's valve with hardened
  probably time to have your vehicles power steering system serviced. The power steering cracked seals
  pump produces high pressures (between ******** lbs./400 **** kg, depending on
  model) and high heat. Heat + pressure = fluid breakdown/failure; fluid failure = power
  steering pump and/or rack failure; power steering pump and/or rack failure = costly
  repair.
  
  Advantage:
  Our power steering service will alleviate steering squeal caused by sticking valves,
  correct that jerky feeling on the steering wheel, help prevent fluid leaks, and reduce Grooves worn into the
  housing by hardened
  wear. seals
  Brake fluid exchange service AI-72
  Operation Description:
  One of our skilled technicians will check the condition of your vehicles brake fluid and,
  if necessary, remove contaminated fluid from the brake lines and master cylinder,
  replace the old fluid with appropriate brake fluid. The entire brake system will be
  inspected for leaks, master cylinder corrosion, worn pneumatic parts, harmful varnish
  build-up, broken or rusted bleeder valves, worn rotors and drums, and air in the brake lin
  
  Significance: Harmful deposits on
  Does your vehicles brake pedal feel spongy? Brake fluid becomes contaminated over brake master cylinder
  time and use. Heat and moisture can cause brake failure. Contaminated fluid leads to piston assembly
  expensive repairs.
  
  Advantage:
  Worn-out, oxidized brake fluid causes corrosion and harmful deposits and varnish build
  up. A brake flush service should be performed when your brake fluid shows
  contamination or every ****** to ****** miles.
  
  Brake fluid before and
  after service
  
  
  RO#: ******* *********************************************** 10
  ****************************************************** ? ************** ? ****************************
  Fuel and air induction system service AI-76
  Operation Description:
  Utilizing specialized tools, one of our skilled technicians will clean fuel injectors, clean
  the throttle body, clean the plenum and air-intake, clean intake valves and ports, remove
  combustion chamber deposits, and correct the balance of fuel and air in the system.
  
  Significance:
  Common drivability problems associated with deposits in the fuel and air induction
  system include decreased mileage, loss of power, rough idle, hard starting, hesitation, Intake valve with heavy
  misfire, pinging, knocking, and increased emissions. deposit build-up
  
  Advantage:
  Our fuel and air induction service will reduce vehicle emissions, restore horsepower,
  increase fuel economy, and clean fuel injectors. This service should be performed every
  15,000 miles.
  
  
  Clean intake valve
  Ultrasonic HVAC Cleaning AI-220
  Operation Description:
  During this procedure an Ultrasonic sanitizing agent is circulated throughout the
  vehicle's HVAC system and interior cabin killing existing mold and microorganisims.
  
  Significance:
  In as few as 6 months, your car's in-cabin air filter can accumulate decaying insect and
  plant matter, dust, debris, and oil and gas residue. The evaporator of your vehicle's air
  conditioning system produces moisture from condensation deep within your vehicle's Aspergillus mold
  ventilation system-producing a perfect growth enviroment for mold. Airborne mold
  spores and particulates flow from the vent system into your cabin every time the fan is
  turned on and can cause allergic reactions, fatique, headaches, pneumonitis, sinus
  problems, and can even pose serious health risks.
  
  Advantage:
  Insure clean, healthier, breathable air for driver and all occupants inside the cabin of the
  vehicle.For a video demo visit: ****************************
  Cleaner Cabin Air
  
  Recommended Services
  Our technicians recommend the following services for your vehicle.
  Original Customer Requests Status Cost Deferred Approved
  A. CUSTOMER STATES LIGHTS ON DASHBOARD, 4LOW,
  TRAC OFF AND CHECK ENGINE PLEASE ADVISE. $0.00 X
  
  RO#: ******* *********************************************** 11
  ****************************************************** ? ************** ? ****************************
  Original Customer Requests Status Cost Deferred Approved
  Replace transmission assembly, rear main seal and recheck
  (Found Code P0761
  Shift ************************ (Shift Solenoid Valve S3) and Fail $9,148.44
  transmission fluids is seepage at check plug.)
  Need check out time to tear down, remove transmission to
  inspect shift solenoid valve S3, shift solenoid valve SLT remains
  closed, Valve body blockage, Clutch brake, gear etc. (Found
  P0761 Shift Solenoid"C" Performance (Shift Solenoid Valve S3), Caution $5,759.79
  transmission is slipping, fluid is low, leaking transmission fluid at
  check plug due to gasket missing and don't know how much fluid
  is in transmission.)
  
  B. MULTI-POINT VEHICLE INSPECTION $0.00 X
  C. CUSTOMER STATES THE *** DOESN'T SHIFT
  PROPLERY AND HARD TO ACCELERATE UPHILL $0.00 X
  Replace transmission assembly and recheck (Found transmission
  whine and slip) Caution $0.00
  
  Subtotal $14,908.23
  Inspection & Additional Recommendations Insp Status Cost Deferred Approved
  Replace front brake shims (Brakes have pulsation when
  applied) x Fail $0.00 X
  remove drivers floor mat and place in trunk (Double stacked
  mats) x Fail $0.00 X
  Replace front brake pads and replace front brake rotors
  (Brakes have pulsation when applied) x Fail $736.84 X See AI-21
  
  Subtotal $736.84 $736.84
  Perform headlight brightening (Found headlights are
  oxidized.) x Caution $374.16 X
  Perform sunroof drain and track cleaning (Based on
  manufacturers standards regarding time and/or mileage of
  the vehicle and after checking available service history at our x Caution $138.94 X
  dealership, we recommend the following:)
  Perform BG front differential service (Based on
  manufacturers standards regarding time and/or mileage of
  the vehicle and after checking available service history at our x Caution $241.39 X See AI-13
  dealership, we recommend the following:)
  Perform BG rear differential service (Based on
  manufacturers standards regarding time and/or mileage of
  the vehicle and after checking available service history at our x Caution $244.89 X See AI-15
  dealership, we recommend the following:)
  Perform transfer case fluid service (Found transfer case fluid
  to be dirty) x Caution $186.39 X See AI-16
  Replace cabin/HEPA micro filter (Found cabin/HEPA micro
  filter dirty) x Caution $132.11 X See AI-27
  
  RO#: ******* *********************************************** 12
  ****************************************************** ? ************** ? ****************************
  Inspection & Additional Recommendations Insp Status Cost Deferred Approved
  Replace front shock absorbers (Found front shock absorber(s)
  weak) x Caution $1,563.18 X See AI-33
  Replace rear shock absorbers (Found rear shock absorber(s)
  weak) x Caution $1,001.26 X See AI-33
  Perform 4 wheel alignment (Based on manufacturers
  standards regarding time and/or mileage of the vehicle and
  after checking available service history at our dealership, we x Caution $189.95 X See AI-44
  recommend the following:)
  ************* steering system fluid flush (***********
  steering fluid to be dirty/contaminated) x Caution $272.77 X See AI-71
  Perform brake system flush (Found brake fluid to be
  discolored) x Caution $241.77 X See AI-72
  Perform fuel/air induction system service (Found air
  induction system to be dirty) x Caution $282.77 X See AI-76
  Recommend perform Ultrasonic HVAC System cleaning to
  eliminate mold, spores, bacteria, and germs (Based on
  manufacturers standards regarding time and/or mileage of x Caution $123.00 X See AI-220
  the vehicle and after checking available service history at our
  dealership, we recommend the following:)
  
  Need check out time. (Found abs and vsc code in system) Caution $192.77 X
  Subtotal $5,185.33 $5,185.33
  Totals, Taxes and Fees Cost Deferred Approved
  Estimate Subtotal $20,830.40 $5,922.17 $0.00
  Shop Supplies $150.00 $0.00
  Tire Disposal Fee $0.00 $0.00
  Tax $505.05 $0.00
  Estimate Total $21,485.45 $0.00
  
  For "See AI-" items see the "Additional Information" section
  
  
  RO#: ******* *********************************************** 13
  ****************************************************** ? ************** ? ****************************

   

   

  Customer Answer

  Date: 06/09/2023

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

  Please send a check to my home address on file.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/28/2023

  Since my last communication with BBB and Car Shield that I accept the resolution that we both agreed on (refund of one full year plus $200 that I have paid the dealer for diagnosis), I was for the resolution contract to sign and the refund check but I have not received anything yet. Two days ago, I received an Email from Car Shield that they will only refund me for one year. This is different from the agreement. please advise.

   

  Ashraf

  Customer Answer

  Date: 07/16/2023

  Hello there,

   

  My complaint (********) that I have filed on 26 *** was not resolved. On 08 June we have reached an agreement but it was never done and I have not receive any communication from BBB or Car Shield. Please advise.

  

  Business Response

  Date: 07/17/2023

   

  In our response to your complaint, we asked that you email ******************************* to confirm you accepted our offer. We did not receive that email and the BBB does not notify us if you accept our offer. 

  We will draft the Agreement and email it to you for your electronic signature. Please allow 7 business days to draft. 

  Customer Relations

  Customer Answer

  Date: 07/17/2023

  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.
  I will accept the one full year refund plus $200 that I have paid the dealer for diagnostics. Please mail me a check to my home @ *******************************************************************************************
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car started running bad. the next day I checked the oil. There was one quart of oil in the car. There was only a few drops of oil on the driveway. I put oil in the car it seemed to be fine. I took the car to Ford and they said it needed a radiator and a oil pan gasket. Carshiled ok the repairs. Ford found a part and that part is a crank shaft thrust barring that they found in the oil pan. Ford stated that I needed a new engine, it took Carshield five weeks to approve the repair for the engine replacement. Ford told me what they were going to pay and informed me what I would have to pay. I told them I could not afford the amount they stated. I found another shop who takes Carshield. I haul the car from Ford to the new shop. The lady worded things wrong when the engine claim was denied the second time. He comes back and interview me and has the lady on the phone with me. I tell him everything that happens. They refused to do it the second time around because the lady at the second shop worded things differently. I would like for them to do what they are contracted to do. Why am I paying $ 116 dollars a month?

  

  Business Response

  Date: 06/06/2023

  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 toC CarShield.  A copy of the
  lawsuit is available at ****************

• Initial Complaint

  Date:05/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car (2010 Chrysler Sebring convertible) to the repair facility (Ganley Chrysler & Jeep of Cleveland, OH) on April 27. CarShied requested the last 12 months worth of documentation of maintenance on the vehicle, which was promptly provided to them. It has been a month and CarShield has still not authorized the repairs to begin. The repair facility has informed me that CarShield's representatives do not reliably return phone calls or respond to emails. Most recently, after receiving an estimate of the repair costs a week ago, CarShield's adjuster has not taken any action on the claim. I personally called CarShied's administrator (******** **** ******) on May 23 and the agent confirmed receipt of the estimate but had no reason as to why the adjustor had not responded to the repair facility. She promised to escalate the claim to her supervisor. I called in again today, May 25, and the agent (name Dico) told me the same story. When I told him that he was giving me the same info I had received two days earlier, he stated that the previous agent had done nothing to escalate the claim. Dico promised he would do so, but I have serious doubts that things will be moved along. My contract number is #********** and my claim is #*******.

  

  Business Response

  Date: 06/05/2023

  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 toC CarShield.  A copy of the
  lawsuit is available at ****************

  Customer Answer

  Date: 06/30/2023

  This is to inform you that the above referenced matter has been resolved and the complaint should be closed.
  

• Initial Complaint

  Date:05/25/2023

  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 file a repair claim with carshield at the beginning of March of 2023. The repair I need is covered under my contract. That I've been paying for five to six years. They have been passing me and the repair shop around for months. I've talked to several different people, including management.,still no results! My car has been at the shop for weeks, leaving me with out transportation .

  

  Business Response

  Date: 06/05/2023

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per *** your chosen repair facility has not been cooperative or responding in any sort of timely fashion with requested information. Also your vehicle was not at the repair facility when the inspection was scheduled. *** still does not have a verified cause of failure from your repair facility. We highly suggest you move vehicle to another more responsive repair facility if you wish to move forward with 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. 

  If you wish to cancel your contract, CarShield will refund your last 12 payments upon execution of a Settlement
  and Release Agreement. If you wish to accept this offer, please email [email protected] to confirm and we will
  draft the Agreement and email it to you for your electronic signature. Please
  be sure to include your contract number for faster processing. 

  Customer Relations

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

   

• Initial Complaint

  Date:05/25/2023

  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 problem my ignition locked up key wouldn't turn ignition in my contract says it's covered the dealership vaden chevy dealership called carshield they say it's not covered I called carshield back I was informed it was covered then I get a call from carshield saying it's not covered my ignition lock cylinder housing is damaged my key doesn't work that mean my ignition switch my ignition is no good the switch is the ignition and car Shield says it's not covered when it says on my contract which I have a copy of that it's covered

  

  Business Response

  Date: 06/05/2023

  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 repair facility called *** to start claim for ignition lock cylinder. *** advised your repair facility the part was not listed for coverage under your contract terms. Your repair facility checked again the next day since you disagreed with coverage decision. A list of covered components can be found in Section B of your contract. 

  We see that you have already canceled your coverage. As a resolution, CarShield will refund your last 4 payments upon execution of a Settlement
  and Release Agreement. If you wish to accept this offer, please email [email protected] to confirm and we will
  draft the Agreement and email it to you for your electronic signature. Please
  be sure to include your contract number for fast 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 toC CarShield.  A copy of the
  lawsuit is available at **********************

• Initial Complaint

  Date:05/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My motor went out in my car . Carshield, wanted me to pay the dealership if they break down the motor and if they could not find anything wrong with it then I would have to pay for it. I took it to a shop called Perry Brother Ford. I have been with Carshield for three years. I would like to have my car repaired.

  

  Business Response

  Date: 05/26/2023

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per ***, your chosen repair facility has minimal diagnosis information or a verifiable cause of failure.  They did report low compression between cylinder 2 and 3, which could be a cracked head/warped head/blown headgasket.  Your contract has no coverage for stand alone seals and gaskets, engine only covered if damaged by internally lubricated component. To resolve this matter we would need service records and your permissions to have your repair facility perform RDI for the cause of failure for  inspection and verification.  

  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. 

   If you to not proceed with RDI, CarShield will refund
  your last 12 payments upon execution of a Settlement and Release
  Agreement. Please email ****************** to confirm the cancellation and
  refund. Once we receive the email, we will draft the Agreement and email it to
  you for your review and signature.  Please make sure to include your name
  and contract number in the subject line for faster processing.

  Customer Relations

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

   

  Customer Answer

  Date: 06/08/2023

  I am trying to get my car fixed.  I would like for them to fix my car.  My car has been broke down for three months.  They are also giving the dealership the run around as well. 

• Initial Complaint

  Date:05/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a carshield warranty plan and have for months. I’ve always paid on time and never made a claim. My transmission is fully done in my vehicle. I made my claim on 04/26/2023 to find out claims are actually handled by a third party. I was never informed of this. They have been giving nothing but hassle since then. I am constantly told different things by different representatives. They are beyond ignorant. They hang up on you and they bluntly do not care. I’ve asked to pull recorded calls and they have yet to do so. You get a different answer from each person you speak to and a supervisor never returns calls. I was told to order a transmission and be refunded and now I’m told by someone else that the repair facility has the credit, not myself. My repair facility has attempted so many contacts unsuccessfully able to come to a resolution and they won’t pay him for his time to speak to them. I have taken from my family and full time jobs to call them myself so I know how time consuming and irritating the process is. The adjustor was supposed to order my transmission and could not provide one. Now they are refusing to extend my rental coverage after their failed attempts of obtaining the part and telling me it was ordered and to obtain a rental for the 14 day time frame since the part was ordered. I’m still without a transmission and my rental coverage is over in 6 days and I am being told they won’t cover it for longer although it’s negligence from their company. I found a transmission for them and it’s still an ongoing unresolved issue. I want my transmission to be covered as per my contract and I want my rental car coverage extended due to Carshield/******** **** being at fault for the delay.

  

  Business Response

  Date: 05/26/2023

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. ******** **** ****** has informed us they will be reaching out to you regarding this
  matter shortly. 

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

  Customer Relations

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

• Initial Complaint

  Date:05/23/2023

  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.

  Ok i have been making my payments to car shield for almost 3 years now and all of a sudden they just stop excepting my payments for the last two months and I am on an auto payment plan on the 6ths of every month and so i called to ask why they were not taking my payments this person i spoke to told me that it was canceled because of none payment for two months and i said to her I know that and why was my payment being denied she said that it was not their fault that the bank is the one denying them from taking the payment out of my account and so to whom it may concern my bank doesn’t do that and so that lady started cussing me out and i cuss’back at her and asked her so what is this you people just take an amount of money from someone and then you just cut them off

  

  Business Response

  Date: 05/26/2023

   

  Thank you for bringing this to our attention. 

  It is not the responsibility of CarShield to make sure your payments are made.  Your bank declined the payments and your contract was cancelled for non payment. 

  A customer service representative reached out to you today to get your contract set up but you were unable to make the payment needed to get your account current.  If you wish to set up coverage at a later date, you are welcome to do so. You will have to go through the waiting period again on your new contract. 

  As a courtesy, we will refund your last 3 payments. We are sorry to lose you as a CarShield customer. 

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