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:09/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approached 3 times and offered vehicle coverage. I agreed and decided to pay $259.99 for over 6 months. I was making payments and extremely transparent about my car along with giving all the information I had. I am being denied coverage and denied access to the reason I am denied coverage.

  

  Business Response

  Date: 09/10/2025

   

  The CarShield legal department has reached out to Ms. ******** and reached a resolution. The Agreement will be send today for her electronic signature. 

  Customer Relations  

• Initial Complaint

  Date:09/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized charge to account. Told they could not refund the account. I was told all check would be expedited on August 15 2025. Still have not received anything. Supervisor are rude and liars. Act like they can't do anything to help. Im about to cancel my service. Been with this company for over 2 yrs. Only filed 1 claim.

  

  Business Response

  Date: 09/10/2025

  Thank you for bringing this matter to our attention. We apologize for any inconvenience in you payment processing. We can confirm that your refund check is in route to you, having been sent out on 9/8/2025. If you have any further concern please email us at info@carshield. com with your contract number and we will be happy to assist you. We are glad you have you as a part of CarShield. - Customer Relations

• Initial Complaint

  Date:09/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During a visit to our mechanic for a check engine light the diagnostic showed a bad NOX sensor and the fuel rail needed replacing. Be careful about the verbiage Carshiel used on contract vs what the mechanics use. If the mechanic uses different verbiage claim will get turned down. ******** does not recognized the rail as part of fuel delivery. Just beware. Cancelled Contract

  

  Business Response

  Date: 09/11/2025

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.
  Our notes state that the claim did not move forward because the repair facility needed to further discuss the job with the you due to the fuel injector with the fuel rail/regulator assembly and a knock sensor being denied as parts not listed for coverage. Additionally, the repair facility would not accept shipped in parts, which would increase out-of-pocket fees.
  As a resolution, CarShield will refund you the authorized amount of $1,683.91 with a void authorization 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

• Initial Complaint

  Date:09/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with the Carshield for the last two years to cover my 2022 gmc Yukon xl for repairs. I have their best policy paying $142 a month. This policy covers most of the vehicles repairs most importantly the engine and transmission. Well my vehicle gave me a check engine light on August 30th at around 10:30 pm I took the car home and then the following Tuesday morning I took it to the gmc dealership shop as soon as they opened because it was Labor Day weekend. When the shop diagnosed it they said the lifter and camshaft went bad and they recommend a new engine to be replaced. Well luckily for me I have coverage, or so I thought. Carshield is claiming that the car was driven 2808 miles after the check engine light came on. That is of course untrue. The shop also disagreed with that assessment and said that is no way. But Carshield is insisting that the freeze frame data is showing that there was a faulty code present and the car was driven that long. That could be true but just because theres a faulty code present doesnt mean that there is any symptoms or check engine light present. I was told that by mechanics from different shops and a quick online search mentions this fact as well. Well Carshield sees it as an opportunity to deny replacing the engine and states that I drove the car while it was broken even though my contract states that I have to take the car to the shop as soon as I am aware of the issue and thats exactly what I did. They have no emails to communicate with them they only call you and you cant call them and discuss it. They wont let me speak to the inspector. And they just want to get out of paying for the claim. $142 a month that I pay Indefinitely is expensive warranty. Please help me with this as this car is my only source of income for me and my family.

  

  Business Response

  Date: 09/11/2025

  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 moved forward with an engine denial due to continued operation as the vehicle was driven to the repair facility, though the cost of camshaft and lifters were authorized as a credit toward engine replacement. A transmission pan gasket replacement was also authorized. A catalytic converter assembly was denied as a part not listed for coverage. These decisions were upheld by Escalations adjusters. 
  Also, this vehicle shows the "Rideshare" surcharge is applied to the contract Service information provided by the inspector from the repair facility showed that the dealer advised this vehicles usage should be considered SEVERE and it should follow that SEVERE maintenance schedule laid out by the manufacturer. There were neither pictures of the camshaft or valve train components or an oil sample provided to verify if there was debris present. The repair facility did not even submit a picture of the dipstick.

  There will be no change made to the claim as the contract has fulfilled its obligations. Upon review of your account, the amount paid out in previous claims show that no refund is due. - Customer Relations

• Initial Complaint

  Date:09/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been without a car for 3 months now. I filed a claim, which was approved and car has been in the shop. Shop have been in contact with CarShield in regards to issue thats been going on and then calling me to tell me that Im not covered for items. Every time I call CarShield I keep getting the run around by customer service, claims office, etc, They sent a used item, that now, makes my car backfiring. I requested to speak to a supervisor multiple times and spoke with one when my car first went to the shop 2 1/2 months ago. Keep getting the same answer that its going to take 24 - 48 hours to receive a call back. I told the last representative about the supervisor issue and was informed that customer service could just put the phone done and grab one or even transfer me to one but of course that didnt happen. Im still to this day without a car and cant speak to no one in charge.

  

  Business Response

  Date: 09/10/2025

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

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract,the Specialist determined the claim was adjudicated correctly. Your claim has been authorized for engine replacement along with some other items like transmission cooler lines and a belt tensioner and will not be changed. Rusted engine and transmission mounts, rusted fasteners, seized brake caliper(s) are not listed for coverage under your contract terms.

  Upon inspection it was discovered there were major long term oil leaks and there was also freeze frame data showing codes started approximately 15 miles prior to the claim mileage. Your vehicle had not been driven more than 20 miles since a starter repair more than two months prior. According to a note on a service records from about 45 days prior to inception, you were made aware of the *************** leak(s). The inspection did provide a video of the engine exhibiting a clearly audible lower end knock. Inspector comments included, "The knocking noise, oil leak, and multiple correlation DTCs are consistent with a low oil pressure condition affecting the variable valve timing system and overall engine operation." Regarding timing and misfire codes that were verified during the inspection the inspection noted, "The presence of multiple camshaft/crankshaft correlation codes suggests timing deviation, which is commonly associated with low oil pressure or timing chain-related issues. The misfire code further supports potential engine performance degradation, likely due to incorrect valve timing or insufficient lubrication."

  The claim was delayed by you not not submitting requested service records in a timely fashion and having to be asked several times for the service records.

  ******************** authorized $7,700.26 in repairs and rental for this claim. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores AASs commitment to honoring our obligations in good faith.

  If you wish to cancel you contract, please contact ************ and a CarShield representative will be happy to assist you. 

  Customer Relations

  
  
  

• Initial Complaint

  Date:09/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took the policy out in December did everything that they told me to do. I took my car to a shop that they told me to. They didnt communicate for a month after a Month later the car shop said they were trying too find a loop who not to pay. They did. The only thing I am asking is for the money I put in.

  

  Business Response

  Date: 09/08/2025

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The claim was correctly denied for a preexisting condition based on the invoice we received from the repair facility dated 12/30/24 which predated the inception of your contract, purchased on 12/31/24.

  We see that you have been refunded 1 month's payment on 9/8/25. However, in effort to resolve this matter we will offer an additional refund of 4 monthly 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
  

• Initial Complaint

  Date:09/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sign up with Carshield on Aug 19, 2025 and was told everything that was to be done and that my billing would start on the 4th of spet as i would need it to because I am Social Security Disability. The *** said that could be done and fixed my contract. they toke my $99 dollar payment on Aug 19th for it to start on Sept 4th, Now today they charged another $99 dollars witch was not to happen . Long stry short i had to cancel with them and they said they would refund me in full for a Total of $199 dollars and it would go to the card i payed them on as the **** told me this morning Sept 4th 2025 8:15 am Now there sending a email saying i would get 2 payment one on my card and the other in ****************************************************************** 3 to 5 days i and Social Security Disability and they should not have double two payment s from me i need my funds return as this contract has been cancelled

  

  Business Response

  Date: 09/04/2025

  Thank you for bringing this matter to our attention. We can confirm that your contract has been cancelled. Per your request, we will return the full refund amount to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a CarShield customer.- Customer Relations

  Customer Answer

  Date: 09/06/2025

  Complaint: 23838115
  
  I have reviewed the business' response and am rejecting it because:
  I have not got my money of $199 dollars back as of yet in my bank account. Still waiting to get my money back
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/08/2025

   

   

  Our response stated it out be refunded in 3-5 BUSINESS DAYS. The 3rd business day is tomorrow (Sept 9) and the 5th business day is Thursday 9/11/25. 

  Customer Relations

  Customer Answer

  Date: 09/09/2025

  They still have not refunded money full money amount $199 dollars back to my bank account. I am SSD disability and need the funds . Please help me get my money 

• Initial Complaint

  Date:09/04/2025

  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.

  Called 8/1/25 to check to see if my repairs were covered. Was told it was on 8/4/25. Went to ****** of **************** and after CarShield **** had talked with the techs they said was not covered. I was to look on page 03 of the contract booklet. There is no page 03.
  Click here to Get the File - use the Password: 2BE51A94
  ************************************************************************

  

  Business Response

  Date: 09/08/2025

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

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your claim was started with your repair facility calling ******************** requesting replacement of two door lock actuators. The total that would have been authorized was $696.27 minus whatever the deductible was.  Since the deductible is $1000.00, claim wound up being less than the amount of the deductible and therefore nothing was paid out.

  As a resolution, CarShield offers a one time payment of $446.27 (which is equal to the total claim amount minus the $250.00 deductible) with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 09/09/2025

  Complaint: 23816230
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 09/09/2025

  The  actuators repairs were a two day process. On 8-4-25 ****** East of Chattanooga ** charged me $604.36. On the next day 8-5-25 there was a charge $456.04. I paid both totalling $1,060.40. After the $250 deductible I was quoted Car Shield should have paid $810.40 which is the amount I am owed.

  

  Business Response

  Date: 09/10/2025

   

  As stated in our previous response, CarShield does not owe you anything.  The total for repairs was less the deductible of $1000.00.

  Our offer was made as a courtesy to help with the out of pocket costs of the repair.  The offer made was more than a full refund. 

  Please email ******************************* if you wish to accept our offer. 

  Customer Relations

  Customer Answer

  Date: 09/11/2025

  Complaint: 23816230
  
  I have reviewed the business' response and am rejecting it because:
  Someone has misinformed you. You have erroneously noted a $1000 deductible. I had the M2M diamond 15 coverage and  have your plan and contract booklet in hand. On page D1 the last two lines clearly state the Deductible amount of $250!. Please send my total refund. Thank you.
  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:09/03/2025

  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.

  Unable to cancel service with CarSheild. They misrepresent themselves and make it nearly impossible to get repairs in a timely manner without pre-approval.Trying to cancel the service is more difficult or impossible as there is no way to do that without talking to someone.

  

  Business Response

  Date: 09/04/2025

  Thank you for bringing this matter to out attention. It is stated clearly on each page of the contract in bold print that NO CLAIM WILL BE PAID WITHOUT PRIOR AUTHORIZATION. Upon review of your account, it does not appear that a claim has ever been initiated. We also provide for all of our customers a 30 day ***** period during which you may cancel your contract at any time and receive a full refund. This period has been exceeded, however as a courtesy to you we have cancelled your policy and requested one monthly payment be returned to your card. Please allow 5-7 days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and I accept the response.  I understand I was at fault for not reviewing the stifling rules for payment. My original complaint was simply that there was no way to cancel service membership, and had to call twice and here how I was being stupid before they finally agreed to cancel the membership and not refund my $500 or so over the lifetime of the membership. I am done with them now.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to this company on 9/3/2025 to cancel my policy. I am very unhappy with my experience with this company and do not want to do business with them any longer. I was told they cancelled my policy, however, I never received an email stating my policy was cancelled. My policy is still showing active on their website when I log in. I have called this company several times and keep getting different feedback on the policy being cancelled. I reached out to my bank to ensure this company doesn't have access to my checking account going forward. It's a shame that every time you call this company every representative gives a different answer. I was told I would receive an email immediately to show policy was cancelled. When I checked online my policy was still showing active. I called again and was told it was cancelled. When I check online my policy is still active. Now I am being told it takes 30 days for my policy to be updated and removed. I received an email from this company saying welcomed aboard, like I just started another contract with them. I can't get a cancellation confirmation from this company. I am now being told that takes over 24 hours to receive after being told I would receive an email immediately following cancellation.

  

  Business Response

  Date: 09/03/2025

  Thank you for bringing this matter to our attention. We can confirm that your cancellation has been processed. Attached is an email that you will receive from ******************************* stating confirmation of cancellation. In addition, you will receive an email from our customer service department within 48 hours also stating cancellation of contract. We are sorry to lose you as a CarShield customer. - Customer Relations