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:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having difficulties canceling my policy.

  

  Business Response

  Date: 05/23/2023

   

  Thank you for reaching out to us regarding this matter. 

  The notes on your account state you spoke with a customer service representative yesterday and they were able to postdate your payment. 

  If you still wish to cancel your contract, please email ****************** and we will cancel it. 

  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:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Date of Transaction 04/10/2023
  * Contract # ********** * I was sold an extended auto warranty from Carshield and my Contract clearly states that if a breakdown is caused by a moving, lubricated part then the breakdown is covered for repair, and I believe the piston is a lubricated/moving component. I contacted Carshield on 05/08/2023 because my cars engine light had came on and when I check the trouble code with a car code reader it said cylinder 4 misfire. Carshield located the repair facility and had a tow truck company come pick up my car and deliever it to Medina, TN./Repair facility. The Shop has submitted everything in which they found but carshield will not move further Carshield tells me the shop has to send them the reason that caused the breakdown, and the shop told me personally as well as emailed Carshield that there wasn't anything inside of the engine that caused the #4 piston to have a hole in it, that it just happend. My contract also say that if my car is going to take longer than 4 hours to fix that they would pay for a rental up to $140/day. Well my car has been in the shop for almost 3 weeks and I'm having trouble get to and from work everyday. I asked Carshield about a rental and they said once the shop completed 4 hours of labor that's when I was eligible for a rental. Well the shop has taken the "head" off of my car and told me it was a 10 hour job. I'm only asking to enforce the contract that Carshield and I agreed upon, since it is an actual contract isn't this enforceable?
  Any help would be greatly appreciated, I just hope they don't retaliate against me for contact the BBB for assistance.

  

  Business Response

  Date: 05/22/2023

  Thank you for bringing this to our attention.
  
  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per ***, your claim has not been authorized due to no verification of failure from your repair facility. Inspection is currently sent to verify failure prior to making claim decision.  The inspection will be used for verification as the photos sent by your repair facility were unclear to show a covered failure. There is carbon shown in photo on top of piston which is an exclusion to coverage. Carfax report shows no recent maintenance or repairs performed since 2020. This would be considered lack of maintenance. 

  As a
  resolution, CarShield will refund your payments in full upon execution of a
  Settlement and Release Agreement. Please email ****************** to
  confirm the cancellation and refund. Once we receive the email, we will draft
  the Agreement and email it to you for your review and signature.  Please
  make sure to include your name and contract number in the subject line for
  faster processing.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-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: 05/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  First and foremost I am not the one that located the repair facility in the first place, Carshield is the one responsible. I spoke with the repair facility today 05/31/2023 and he told me that ******** **** ******/ Carshield told him that I would have to approve for them to take the piston that has a hole in it out. Which is unmistakably the reason for my cars breakdown. Yet you told the BBB that the shop hasn't provided you with reason for the breakdown. I do believe you sent your own inspector to the repair facility to check it out for yourself. And you are now telling the shop I would have to authorize more work when it is your responsibility to do so not mine. All I will say and I'm not threatening you but I have all my service records as well as the contract between Carshield and I, so I'll see you in court ******. Have a wonderful time pleading your case to the judge I'm definitely not the one.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 05/31/2023

  If ******** **** ****** wants to refund my money that would mean that the repair facility would be keeping my car because I definitely do not have the money to pay for the work that has been done so far. They only want to refund my money so they can get out of having to replace my motor. I've done everything Carshield required of me and now I'll be without my vehicle indefinitely because of their negligence. I am so mad I can't even see straight. I'll be in contact with an attorney asap. Thanks for your help BBB.

  

  Business Response

  Date: 06/05/2023

   

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

  As the marketer of your vehicle service contract, we can only offer a full refund. 

  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:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had had Carshields service for a little over a year, in August of 22 my car broke down and I called them to come pick my car up , it was first towed to my home, and the following day I called back to get the name of a mechanic that I could take my car to. The second name that I was given ******** **** is the one I ended up taking my car to. Trusting that this company had my best interest in mind. Once my car was there one of the first thing that the owner said was 'I always have trouble with the carshields'. I should have headed his warning, for the next 8 and 1/2 months I was given the run around between Carshield and the auto shop. Both claiming that neither could get in touch with the other. I was caught in the waddle of a no win situation. My contract stated that I would get a rental car, but then I was told that couldn't get a car until they had arthurized the work order. So I ended up borrowing my father's car. For the whole time that I was without one. Take in mind that I was still paying for their services on time each month. On May 13TH I was finally able to go get my car, and had to pay an additional 300$ for what the mechanic said Carshield did not cover. And then my air conditioning somehow stopped working, and he is charging me another 125$ for that. I feel like I have been raked across the coals, all I truly want is a refund of my payments from August seeing that they didn't do what they promised and that was to take care of ME.

  

  Business Response

  Date: 06/05/2023

  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: 06/06/2023

  I understand  that carshield  has other subsidiary companies that they allow  to handle their claims, but  my payments  went to them. They should have taken care of the issues  I  was having  with ******** ****  from jump. Once again there should  have been no reason for my car  to remain in repair for more than a month ( my car was in repair shop for 9 months) I  was left  with nothing,  no rental, nothing..they were no help at all and that is the truth.

  

  Business Response

  Date: 06/09/2023

   

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

  Customer Relations

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have insurance with Carshied and pay $109.99 per month. I took my 2014 Silverado to get it repaired at Geared Up Transmission that was recommended by Carshield. It has now been there for almost 3 months. They put a transmission in it before but it wasn't any good and only worked for 1 hour and I had to have it towed back to the shop that same day. I also had to pay an $850 balance for labor, although I'm only supped to pay $100 deductible. The shop said they are waiting for Carshield to send another transmission to do the work. I've contacted Carshield about getting the transmission and continue to get different information. First they said they are waiting on a tracking number for the transmission, then they said they were waiting for Geared Up Transmission to call them, although they already have contacted them about the issue.

  

  Business Response

  Date: 05/30/2023

  Thank
  you for bringing this to our attention.
  

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

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

  Customer Relations

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

  Customer Answer

  Date: 06/19/2023

  Today I called Carshield and asked when the part would be delivered. They said the part was supposed to be delivered on 6/15/23. I called the shop and was told Carshield did not deliver the part. I called Carshield back about this and also asked to speak to a supervisor but was hung up on. 

• Initial Complaint

  Date:05/20/2023

  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 originally contacted CarShield on March 12 2023 because my engine had failed. I used their roadside assistance to get a tow home due it being 1am & had to pay 175$. Car shield has horrible roadside assistance contracts. Took me two days to get it towed to the shop. My car arrives they march 14th. The shop submitted all requested and required documents the following day March 15th. & then the adjuster went MIA myself and the repaid shop spent a month in a half. Trying to get up dates on what’s going on cause we both were told it takes 24-48for a review. It to an entire month plus for them to review. The repair shop and my self had to resend the same documents over 3 times because for some reason they claim they didn’t have it or they need more. They finally send out the engine the first week of may. I received my car back may 5th 2023 and had to come up with 800 dollars to do so. Here it is exactly 2 weeks later and the replacement engine car shield provided has failed. My car went out on may 18th 2023. I was out of a car for 2months just for it to go out in 2 weeks. In throes two months I lost my job my house my entire livelihood because they didn’t do they jobs properly. This is only the tip of the iceberg of this complaint. I need my refund and compensation for pain and suffering.

  

  Business Response

  Date: 05/24/2023

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

   

  Customer Answer

  Date: 05/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The contract FIRST THREE PAGES has absolutely nothing with the horrible customer service provided the lack of communication from this company and the extreme state this company has put me and my family in because of their issues. It’s doesn’t take 2 months to review and approval or deny a claim. I never had a set adjuster. Joshua who was suppose to be the adjuster never reached back out to myself or the repair facility. We had to call at least twice a week. & every time we did call they requested documentation that had already been sent numerous times by myself and the repair faculty. I literally had my car back  in my possession with the replacement engine they provided for exactly 2weeks and now it’s out again. & now they’re stating the will not move forward with my claim because it’s a “legal”  matter all because I posted this complaint (which was well needed) on to the BBB website. ) my car went out Friday may 19th at exactly 1025am CarShields roadside didn’t provided a tow until 445pm. This is due to the horrible tow companies they have contracts with. I finally get my car towed to a repair facility on Tuesday may 23rd yes it took two business days to get it towed because this company has contracts with tow companies that are unprofessional  unequipped to even tow a vehicle half the time. I get a call from my repair facility at exactly 233pm today may 24th to tell me I have to pick up the vehicle because CarShield is not covering the claim….  
  Definitely will have my lawyer in less than 24hours. Now I’m expect a lot more than a simple refund. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/24/2023

   

  As stated in our previous response, ******** **** ****** is the
  administrator of your contract and has full authority over repair procedures,
  approvals, denials and payments. Since the legal department at  ******** **** ****** will be reaching out to you, you can only speak with that department in regards to this matter.  You can contact ******** **** ****** at ************* ** **** ** **** **** ***** **** **** ********* *** ***** or by email at **********************************. We also reference you to SEction M, Dispute Resolutions, of your contract if you wish to dispute the decision made by ******** **** ******. 

  As the marketer, CarShield can only a full refund to solve this matter. This would require you signature on a Settlement Agreement and Release. Please email ****************** if you wish to accept this offer and we will draft the Agreement and email to you for your electronic signature. 

  Customer Relations

   

   

  Customer Answer

  Date: 05/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  im more than aware that ******** **** ****** was the provider. You are addressing this as a separate issue and it’s not. Car shield and ******** **** ******  both have a factor regarding this complaint. Both entities are at fault here. You all ate a joint entity regardless how you attempt to word it. Ive moved forward and submitted my complaint to the insurance board. For whatever reason you’re simply trying to save yourself (CarShield) for not being at fault for anything and both companies are very much at fault. I’ve reached out to both companies yet still no explanation on the lack of communication or service. Nor any information or why who ever decided not to move forward with the claim replacing the replacement engine that was provided and failed in exactly a 2 week time frame. Not to mention that engine is very much still in warranty. So instead doing your due diligence  but responding via these websites. How about somebody build up the courage to ACTUALLY CONTACT ME THE CUSTOMER. 
  
  
  
  ***** *******

• Initial Complaint

  Date:05/19/2023

  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 2014 chevrolet equinox and my timing belt was going bad. So I carry it to the chevy dealer to check it out,so they ended up going back and forth with car shield. So finally the dealer called and ask permission to take oil pan off so they could send pictures to car shield. The bottom line they denied my claim, because they found slug in my pan. They had copies of my oil change I kept my car up. I have been with them every since 2017 and payed faithfully. Do I suppose to check my oil pan every time i change oil who heard of that plus it was a use car that why I took extra coverage out in case something like this happens. Im just sick I think Everthing is fasle appertizement.

  

  Business Response

  Date: 05/25/2023

  Thank
  you for bringing this to our attention.
  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. ******** **** ****** 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:05/19/2023

  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 believe that this company uses misleading marketing and advertising practices to get people to sign up for insurance and then uses every exclusionary practice they can think of to get out of paying for a claim. I was assured that the claims process would be simple and easy, all I needed to do was take my vehicle in to a repair shop or dealership and they would handle the rest. I made sure to wait to get my car serviced after the 22 day waiting period. I was never told that I would have to also provide a years' worth of service records for the vehicle, which is impossible since the vehicle had been sitting in a garage for over a year. The company also gave the mechanic the run around by falsly stating they would contact me regarding the claim and also not following through with sending out an inspector to verify and approve the claim. Come to find out, Car Shield doesn't actually handle the claims themselves and palms the process to another company called ******** **** ******, which has another level of red tape to wade through. They consistently lied about how long the process for inspection and adjusters would take, and said it was going to take 24 hours, when after 48 hours, no contact was made with the repair shop to send an inspector out to check the vehicle. All this company does is lie and use fine print to weasle their way out of paying for repairs that are covered in the contract.

  

  Business Response

  Date: 05/22/2023

  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 *** there has been no decision made on your claim. You were asked to provide service records since you are early into coverage.  Inspection has been sent to review multiple failures. Your chosen repair facility has not sent photos to document failure so inspection report would be used for verifications.  The claim decision is pending verification of failures.  They notes the timeframe for verifications is not lengthy. They have also advised us that you and your repair facility have been advised correctly of necessary steps to move forward.

  If you wish to cancel your contract, CarShield will
  refund your payments in full upon execution of a Settlement and Release
  Agreement. Please email ****************** to confirm the cancellation and
  refund. Once we receive the email, we will draft the Agreement and email it to
  you for your review and signature.  Please make sure to include your name
  and contract number in the subject line for faster processing.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-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:05/19/2023

  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 took my car in to the shop I was told I needed to go to . It was further away so I had to pay more . Car shield awarded an amount but insisted on used not remanufactured actual used parts . This isn’t even legal in my state.
  I moved my car to a new shop. We’ve contacted them , the shop has. Now the adjuster is supposedly pricing things out. They told the shop owner they are waiting on us to approve the difference. Car shield just passes us off to ******** **** ****** and no one calls back . You can’t speak to the adjuster. I’ve given them a contact number of my representative to call because I can’t answer the phone during the day.
  Now the shop wants my car out of there and will never work with this company again .
  They approved $4,000 for the transmission work
  Now they are saying they have to wait to get pricing .
  We are not putting a used part in the car. We will pay the difference for the part. This is ridiculous.
  Then they called said do you authorize the difference and then called back and said sorry that was an error we are still pricing !
  It’s been a month! I have no car
  Can’t get them to set up rental
  I can’t even get a paper Copy of my policy .
  Shady company that should be shut Down for fraud !

  

  Business Response

  Date: 05/24/2023

  Thank
  you for bringing this to our attention.
  

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

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

  Customer Relations

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

• Initial Complaint

  Date:05/19/2023

  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.

  Transfer too many times to different departments
  2. Too much time on holds = 20 minutes or more
  3. Too many unexcepted answers not equal to promises in contract
  4. False advertising to get signed contracts. Clauses in contract with too many unexplained hidden fine prints.
  5. Stressful experience that should not be done with customer and auto repair shop
  6. Need to be able to take to repair shop of choice, instead car shield only have one repair shop in a big city. Unacceptable.

  

  Business Response

  Date: 05/23/2023

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per *** your claim was authorized the SAME DAY your repair facility called in with an estimate on 5/17/23 with an additional authorization on 5/22/23.  There is out of pocket costs on parts and labor as your chosen repair facility has upcharge at MSRP and labor higher than IDFX.  

  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. 

  Since the amount of authorized claims is more than you have paid into the contract, there is no refund due on this matter. 

  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:05/19/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17th I took my ***** SUV into the service center at my local ***** dealership and to have them repair my AC and broken motor mount. Upon arrival I was informed that *********** did not accept Car shield for the repairs that should be covered by Car Shield. I contacted two other local ***** dealerships and they don't accept Car Shield either, I went ahead and had *********** preform the needed reapirs as I did not want the issues to get any worse or cause other issues. I then contacted Car Shield only to be told they will not honor my claim becuase I did not use a pre-approved service provider. At no time while I was siging up for this service plan did they mention I could only have my car serviced by one of their service center's. I have since cancelled my policy and disputed the charges on my credit card for their monthly fee's due to their failure to provide the covergae I paid for on my SUV.

  

  Business Response

  Date: 05/22/2023

   

  We appreciate you bringing this to our attention.

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select. However, each repair facility is able to determine who they wish to do business with as well. There is nothing that CarShield or AAS can do to force any repair facility to work with you. 

  We have attached a copy of your contract which clearly states at the bottom of each page starting on page 1 of 8 that "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION
  CALL ************ or ************" 

  We see that you have already cancelled your contract.  As a resolution, CarShield will refund your last 5 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

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

  Customer Answer

  Date: 05/22/2023

  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. Who should I send the email to regarding the release and my refund.
  
  Sincerely,
  
  *************************