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:10/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield is harassing me. They call multiple times a day even though I ask them repeatedly to stop calling. This has been ongoing for many months. The woman on the phone, ****, just told me to "go ahead and file a complaint. We have an A rating with the BBB." And hung up on me

  

  Business Response

  Date: 10/28/2025

  Thank you for bringing this matter to our attention. You are on our do not contact list, and should not be receiving any calls or promotional material from CarShield. Please email the phone numbers you have been called by to ******************************* so we can investigate this matter further. Your phone number has now been blocked in our internal system. - Customer Relations

• Initial Complaint

  Date:10/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent: Request for Manager Review Claim Adjustment and Unprofessional Conduct Dear CarShield Customer Relations Team,I am writing to formally request a call back from a manager or senior representative regarding a recent claim interaction that left me extremely dissatisfied.Earlier today, I spoke with an adjuster named **** and a customer service representative from one of your authorized auto repair shops. The discussion centered around a discrepancy in labor time. According to ****, CarShield uses a different labor guide than the repair facility. However, the shop representative provided a detailed, line-by-line explanation of the mechanics work and justified the requested hours.Despite this, **** refused to make any adjustments or provide a reasonable explanation beyond we use a different guide. When I asked to speak with his manager or the colleague he claimed had reviewed the file, he refused to provide names or transfer me. **** also stated that CarShield has no appeals department, which I find concerning and inconsistent with the level of service expected from a reputable company.This conversation was recorded, and I would strongly encourage your team to review it. Corys dismissive and uncooperative demeanor did not reflect the professionalism I expect when dealing with an authorized CarShield representative.I am requesting:1. A managerial review of my claim and the labor time discrepancy.2. A follow-up call from a senior representative to discuss next steps and ensure accountability for the handling of this matter.Please contact me directly at your earliest convenience to resolve this issue.Sincerely,***** **** ******* Claim Number ************ **********************

  

  Business Response

  Date: 10/29/2025

   

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

  In review of the notes on your account, your claim is moving forward and a call was placed to you today for callback. 

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

• Initial Complaint

  Date:10/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarShield owes me $3048. They cancelled my contract on Sept 8th. They told me that they would settle for $1500. I disagreed and told them I want to settle for the $3048 that they owe me. They agreed and said they would send me that amount. Later, I got a package from *** with a check in it. The amount on the check was for $1500. I called CarShield to see why they had given me the $1500 amount. They claim that I had signed a settlement agreement to receive a $1500 check.

  

  Business Response

  Date: 10/27/2025

   

  Mr. ******,

  You signed a Settlement Agreement for on 10/21/25. You received that check on  Friday, October 23, 2025 via UPS. 

  Furthermore, paragraph #9 of your agreement clearly states will not engage in any conduct or course of action, or publish any statements, claims, allegations, or assertions which they believe have or may reasonably be expected to have the effect of demeaning business.  This complaint is a direct violation of that Agreement. 

  Please remove the complaint. Failure to do so is a breach of this Agreement and further action will be taken should you continue to violate the terms of the Settlement Agreement. 

  Customer Relations

• Initial Complaint

  Date:10/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 24, 2025 No reputab;e auto repair facii;ity in our area will accept new/used parts from CarShield.

  

  Business Response

  Date: 10/29/2025

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

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim was authorized for the most cost effective parts and verified labor for suspension and a/c concerns. The repair facility did not accept shipped in parts and would not match the contract pricing leaving you significant out of pocket costs. Repair facility part pricing mark **** non verifiable labor/taxes/fees and non covered repairs are not responsibility as contract liability will be met with claim payment. Your claim has not been paid as you have approved the out of pocket costs to complete the repair. Payment will be issued to your repair facility with final invoice submitted following normal claims process with your out of pocket costs approved and repairs completed.

   As a resolution, CarShield will issue a one time payment for the authorized amount of $1,763.86 with a voided authorization to the repair facility and a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.  Please be sure to add your contract number for faster processing. 

  Customer Relations

• Initial Complaint

  Date:10/26/2025

  Type:Product 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 canceled my extended car warranty with Carshield on October 4, 2025. My checking account was debited $129.99 on October 3, 2025. I spoke with an employee, ***********?, on October 4, 2025, for 20 minutes, with the representative trying to dissuade me from canceling. I requested a full refund. The representative stated that I would receive a refund within 3-5 business days. I had my phone on speaker as my sister, ****** ******* heard the full conversation.After 10 days of not receiving my promised refund, I spoke with several representatives on October 14, 2025 who reported that I could only receive a full refund within the first 30 days of accepting this service. I told both the male and 2 female employees as I called 2 times and received a call back from a female supervisor that I can ONLY receive a full refund within the first 30 days. I decided to change my extended car warranty after 6 months, well over 30 days. It is unethical not to refund my monthly deduction. So, I guess I was supposed to stay with Carshield into perpetuity?So, I am within my rights to terminate services and receive a refund. I explained to the last representative that the customer service representative stated I would receive a refund within 3-5 days. I was told by no means would I be receiving a refund by the female supervisor on 10/24/25. I asked her if she had reviewed the recording. She said she had not but another supervisor had listened to the recording. I requested a copy of the recording on October 4, 2025. I was told I would need a court order to receive a copy of the October 4, 2025 recording. What is Carshield hiding that I need a court order to dispute what the representative stated on October 4, 2025, during a 20-minute call that I would receive a refund in 3-5 days.Carshield's refund policy is illegal and unethical! I have nothing good to say about Carshield. I will tell all my friends, family, and strangers NEVER to purchase any plan from Carshield!!

  

  Business Response

  Date: 10/27/2025

  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of 3 monthly payments for contract(s) MRF5350770 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations

• Initial Complaint

  Date:10/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car Sheild denied 4 different claims and the dropped me. Terrible experience all together.

  

  Business Response

  Date: 10/27/2025

   

  Mr. ******, 
  

  You were issued a refund of $2082.43 back to the card on file ending 4722 on 2/18/19.  CarShield has considered this matter since that refund 5 years ago and still considers the matter closed. 

  Customer Relations

• Initial Complaint

  Date:10/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to an authorized dealer that excepts car shield they filed a claim in which car shield denied when i reached out to car shield they told me my claim was denied due to a missed diagnosis i have reached out to car shield several occasions i have not heard a response my vehicle has been at ******** **** for almost two months my issue has not been resolved i would like car shield to honor my my claim under my warranty engine issue are covered yet i was denied i have been with car shield for 3years now and would like to continue to be a customer and my issue be resolved

  

  Business Response

  Date: 10/27/2025

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

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim was correctly adjudicated. Your claim started by your chosen repair facility advising of a timing code and they requested a single timing actuator/phaser. The adjuster provided your repair facility with a timing component set part number and adjuster moved claim to a point that an inspection would be requested.  The adjuster moved forward with authorization of the claim. 

  The repair facility contacted ******************** about 3 weeks later and spoke to a different adjuster. At this time, the repair facility reported that an engine was now needed because they they "found" the keyway for the crank sprocket broken off in the crank and now it needs an engine. They repair facility provided and estimate and an authorization was made but not authorized to the repair facility.  Two days later original adjuster reviews pics and called the repair facility back advising that the original auth for $2,666.13 will stand and the engine will be denied. He properly explains that the failure of the keyway will not be a cause of failure that makes the engine coverable.  

   The inspector noted that the vehicle did not exhibit any noise, so it can be inferred it was able to run and was running. The inspector also showed what looked to be results of the tech observing the commanded and actual timing. To do that, the engine had to be running. It does not seem logical to think the keyway was broken upon arrival. Perhaps, the keyway was broken by the technician in the course of performing/beginning the repair. The repair facility did not even need to request an engine replacement here. If there was a broken keyway, it could have been drilled out, removed from the crankshaft, and then replaced. Then, the failed phaser which was the original cause of failure presented by the repair facility could have been replaced. Cost of for the keyway replacement should be less than $1,000.00 and AAS believes the repair facility caused the damage. 

  As a resolution, CarShield will issue a one time payment in the amount of the claim authorization and void the authorization to the repair facility with your signature on a Settlement Agreement.  If you wisht to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Worth noting, ******************** has authorized over $6,000 in previous claims. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores **** commitment to honoring our obligations in good faith for covered and verified claims.

  Customer Relations

   

   

  Customer Answer

  Date: 11/02/2025

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

• Initial Complaint

  Date:10/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I have an issue with my transmission and I thought it was just bad gas, so I kept driving it no problem, well it just seemed to get worse than before and I decided to call around to find out when I could get it in and make sure it was a place that was ASE certified, well I took it in and gave them all the information and that they denied coverage said because I was having issues before that it was not in coverage then. Well I appealed it and they said it had to much stuff in the pan and to bad so sad.

  

  Business Response

  Date: 10/27/2025

  CarShield requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC").

  The claim was denied for a pre-existing condition that began a week before the vehicle was brought into the repair facility. As the vehicle had only been under contract for 27 days upon arrival at the repair facility, this means the issue arose BEFORE the waiting period of 25 days AND 500 miles had elapsed.

  As we cannot provide coverage for this issue, CarShield will refund your payments in full on contracts MRFLC5494269 and MRFLC5494291 upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations
  

  
  

  Customer Answer

  Date: 10/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  As long as they do the refund in full!  I have emailed them per their request 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The CarShield insurance company showed unfair business practices. I stated the claim on Oct 20, ********************************************************************************************* State Inspection by the ************* dealership. I had the same inspection and Multi-Point Inspection Last October (2024), with no problems noted (documented). First, the response from CarShield was a denial due to modules are not covered. After giving the quotation from my plan, where Headlights/Turn Signals Modules are covered, and multiple hours on the phone, Carshield finally has accepted the claim. After three days of sending service records and Xentry report, and many other reports (dealership), the Carshield denied the claim again. The reason was that the code showed them the failure was somehow a year before I signed the contract in June 2024. When I asked how I would know about it since it was not a problem, and the last 2024 inspection and multi-point inspection did not show it, they said it is not their problem and that only Xentry scan can identify it. Therefore, when we start the contract, there should be a requirement for the scan. It seems that when the problem manifests itself, it is too late since it started when we had no idea. I have been with the company since June 2024, there were no claims filed prior. I demand my money that I paid ($2,544), since CarShield uses hidden criteria for approving claims, which is dishonest.

  

  Business Response

  Date: 10/29/2025

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

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim was correctly adjudicated.  Your vehicle was brought into the repair facility for the head lights being inoperable. The repair facility pulled data showing that the failure first occurred prior to the purchase of the contract making the repairs ineligible for coverage and pre existing conditions.

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

  Customer Relations

  Customer Answer

  Date: 10/30/2025

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

• Initial Complaint

  Date:10/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mechanic said My axle and CV Boot needed to be repaired on my 2016 *****. Car Shield said they would pay for only CV Boot. Mechanic said my car was dangerous to drive without fixing axle. Car Shield didnt care and refused to fix car even though I had an expensive policy (and premium!).

  

  Business Response

  Date: 10/27/2025

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

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined your claim was correctly adjudicated for initial cause of failure being the CV boot with the axle assembly and denied for no verified failure. Authorization in the amount of $414.41 was provided to the 1st and 2nd repair facility who both refused to complete the repair due because you would not agree to the out of pocket costs. The authorization eventually went inactive. Your contract was cancelled on 5/5/25 as you requested. 

  As a resolution, CarShield will issue a one time payment in the amount of $414.41, upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.  Please be sure to add your contract number for faster processing. 

  Customer Relations