Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  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.

  My car has been sitting at ******* since May 23rd. Various ************** & reports have been done and sent in. The motor needs to be replaced according to Meineke. Ok, lets replace it; Meineke even offered to get a used motor. CarShield sent a claims adjuster out to inspect the ************* would think he would have made sure to gather all the information he needed. He didnt. CarShield requested a leak down test. Meineke gave it to them. CarShield requested a borascope video, Meineke used their personal borascope & sent it in. This constant ************ & nothing being accomplished is absolutely ridiculous!! I still have to get to & from ******** have to figure that out everyday!! So, today Carsheild called & said they want to move the car because Meineke refuses to do more tests??!!? What tests? Meineke has done exactly what Carsheild wanted. And if the car is moved; who is paying Meineke for all the useless ************** & labor they used to get all these videos & tests?? I just want the car fixed. Enough of all this deflection & talking in circles & not wanting to pay for a motor!!!!! That is the business Carsheild is in!! At this point, I dont know what else to do; I still owe on the car; if I didnt owe, I wouldnt care as much. I feel as though Carsheild is refusing to fix the car & blaming Meineke; but Meineke has done everything they are supposed to & even said they are ready to fix the car! Im not sure what Im paying Carsheild for???? Please help!!

  

  Business Response

  Date: 06/17/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim is currently pending a review of diagnostic information in order to receive a final adjudication of your claim..
  
  
  Upon review of your file, it was determined that per the initial Inspection review, the *** shown for the engine concern  of a cylinder 3 misfire and turbocharger under boost are all history codes that would have originated in the waiting period or prior. Additionally A/C concern would be deemed a waiting period/preexisting concern. Furthermore,  your vehicle was noted to have oil leak found on service record dated 3/17/2025 at mileage ****** and the *** for the Catalytic Converter failure found at inspection showed a history code as well. This further reinforces that the vehicle was being driven with active failures prior to the purchase of the contract. Your vehicle was driven in and not towed with active warning lights illuminated for check a engine light and TPMS warning lights. This act would be considered continued operation/ negligence. Your breakdown date was found to be 1 day and 107 miles into coverage with concerns being presented on day 26. Many of the reported concerns were found to be long term failures with documented history codes. 
  
  
  As stated within your contract, your VSC does not provide coverage for pre-existing conditions that occurred prior to the inception of your coverage, nor does your VSC provide coverage for the continued operation of your vehicle in the event of a mechanical breakdown. 
  
  
  Your claim is being reviewed for any potential coverage that may be applied for covered breakdowns. Once a decision is made, your claim will be authorized up to the terms and exclusions of your VSC for all verifiable labor and covered components. 

  -Customer Relations

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to CarShield and ********************'s bad faith denial of a legitimate engine replacement claim for my 2016 Jaguar XF 35t Premium.On May 26, 2025, while driving on the interstate at approximately 75 mph, my vehicle's low coolant light activated. In accordance with standard safety procedures, I cautiously moved from the left-hand lane to the breakdown lane, avoiding an immediate stop in a high-speed traffic zone that would have endangered both myself and others. The vehicle was then towed and later evaluated by ******* Jaguar.On June 13, 2025, I was notified that my claim for a complete engine replacement estimated between $15,000 and $30,000 was denied. The denial was based on the claim that I had continued operation of the vehicle after the warning light, even though my actions were limited to a short, necessary maneuver to reach a safe location.This justification is both speculative and dishonest. The Service Manager, **** at ******* Jaguar, explicitly stated that the adjusters decision was not based on mechanical evidence, but rather pure assumption, and that I was being screwed.CarShield's marketing promises reliable protection and peace of mind, but in reality, ******************** engages in predatory practices exploiting vague contract language like "continued operation" to evade high-cost repairs. This is not an isolated incident; it reflects a systemic pattern of fraud and bad faith.This denial is unacceptable for the following reasons:I followed all reasonable and lawful safety procedures in response to the warning light.The engine failure was due to a mechanical issue, not customer negligence.The decision was based on speculation, not facts or professional diagnosis.The denial violates the spirit and intent of the vehicle protection contract.I entered this agreement in good faith. I paid my premiums. I fulfilled my side of the contract. Now CarShield must be held accountable for theirs.

  

  Business Response

  Date: 06/17/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file,  it was discovered that your claim was authorized for the initial cause of failure of leaking coolant crossover pipes in the amount of $975.44. However, your towing company provided images of the scene during the towing of your vehicle. Based upon the description provided by you during your breakdown report, you had attempted to add coolant to the vehicle while on the side of the road and it just poured out as it was added. No puddles of coolant were documented at the site. As stated within your contract, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. Continuing to operate your vehicle with no coolant to the point of detrimental damage of your engine due to overheat would be deemed continued operation and would be excluded from coverage. 
  
  
  Furthermore, based upon review of the buyers order submitted by you, it was found that your vehicle may be eligible for a package that included additive packages for the engine, transmission, and cooling systems. It is recommended that you attempt to utilize that coverage and file a claim for coverage beyond the CarShield contract at: *****************************************************; as your claim will remain denied. However, CarShield is willing to provide a one time payment to you in the amount of $975.44 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 06/18/2025

  Complaint: 23473422
  
  I have reviewed the business' response and am rejecting it because:
  
  Dear CarShield Claims Department,

  This is in response to your June 2025 decision regarding the denial of my engine replacement claim for my 2016 Jaguar XF 35t Premium, as well as your proposed conditional settlement of $975.44. I am formally rejecting both your justification and your offer, as they are based on mischaracterizations, speculation, and bad faith interpretation of your contractual obligations.

  
  1. Incorrect Assumption Regarding Coolant Spill Location
  Your statement that no puddles of coolant were documented at the site is misleading and neglects key environmental context.
  I was parked on the shoulder of an embankment, not a flat surface. When I attempted to add coolant, the fluid immediately leaked from the failed crossover pipes and flowed downhill into the wooded area below. Naturally, a puddle was not left visible at the vehicle's feet gravity carried the fluid away. This is a basic environmental observation, and your towing companys photos are inadequate as evidence of mechanical cause or effect.
  

  Furthermore, your own description admits that coolant poured out as it was added, which confirms the failure was already severe and ongoing not caused by my response, but by the mechanical failure itself.
  

  2. Emergency Response ? Continued Operation
  Your use of the continued operation clause to deny this claim is both legally and ethically indefensible. At the moment the low coolant light appeared, I was traveling at highway speed in the left-hand lane of an interstate. I immediately and carefully moved to the breakdown lane to avoid a potential fatal accident.
  I did not continue normal operation. I performed a lawful, life-preserving emergency maneuver and then attempted to assess the damage while safely stopped. There is no rational or moral reading of your contract that should penalize a customer for trying to protect both their life and vehicle in a roadside emergency.
  Your denial relies on the false equivalence of emergency safety response with negligent operation, which is absurd and would not stand under legal scrutiny.
  

  3. Speculation Over Evidence
  The Service Manager at Germain Jaguar, ****, clearly stated that the denial decision was based on speculation, not mechanical fact. No formal mechanical analysis was presented indicating that the engine damage was caused by "continued operation." On the contrary, the cause of failure was identified as a coolant crossover pipe leak a covered component under my contract.
  

  If your adjuster had meaningful mechanical evidence to contradict this, it should have been shared. Instead, you leaned on a convenient narrative and vague images to justify a massive claim denial.
  

  4. Third-Party Additive Warranty Deflection
  Your attempt to deflect responsibility to a third-party additive coverage (MOC Products) is not only irrelevant but insulting. I did not knowingly enter into an agreement with MOC Products as a substitute for CarShields obligations. Your own marketing not theirs convinced me to purchase this protection plan.
  Suggesting I chase a distant additive warranty for catastrophic engine failure caused by a covered part is a clear attempt to offload your contractual burden.
  
  Conclusion and Demands
  I am formally rejecting your offer of $975.44 in exchange for a waiver of my legal rights. That amount does not remotely address the $15,000$30,000 in damages caused by this failure, and I will not sign a release that protects your company while leaving me financially devastated.
  Unless this claim is fully reconsidered in alignment with the clear evidence and fair interpretation of the contract, I will proceed with the following:
  

  File a formal complaint with the Better Business Bureau
  Submit reports to the State Attorney General and ***********************
  Pursue counsel for a potential class action or individual lawsuit
  Publicly document my case through consumer platforms, social media, and advocacy groups
  

  CarShield's advertisements promise protection from expensive surprises. But in my moment of greatest need, I was met with deflection, denial, and deceptive tactics. This is not protection it is predation.
  

  I entered this agreement in good faith. I upheld my end. I now demand that you honor yours.
  

  Sincerely,
  Rev. ****** ****** II
  
  Claim #:267-6177
  Date of Breakdown: May 26, 2025
  Date of Claim Denial: June 13, 2025
  Vehicle: 2016 Jaguar XF 35t Premium
  
  
  

  

  Business Response

  Date: 06/19/2025

   

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

  Customer Relations

  Customer Answer

  Date: 06/23/2025

  Complaint: 23473422
  
  Formal Notice of Dispute and Demand for Fair Reconsideration of Denied Engine Claim
  
  Dear CarShield Claims Department,
  
  Thank you for your message and the link to the American Auto Shield Dispute Resolution Form.
  
  I will complete the form under protest, solely to establish a record of good faith on my part. However, I want to be clear:
  
  This is not a simple and efficient dispute, as described.
  
  The handling of my claim thus far including the speculative denial, misapplication of the continued operation clause, and reliance on irrelevant environmental photos raises serious concerns of systemic bad faith.
  
  The service manager who inspected my vehicle called out the decision as speculative and unjustified.
  
  
  I will complete the form, but this does not limit my intent to continue escalation through:
  
  The Better Business Bureau (BBB)
  
  The State ********************************************** of Insurance
  
  And, if necessary, legal counsel
  
  
  The facts remain:
  
  The coolant loss was sudden and catastrophic.
  
  I took immediate, safe action in response to the dashboard alert.
  
  Your denial relies on speculation and assumption, not verifiable mechanical evidence.
  
  The damage originated from a covered component, yet you are attempting to shift responsibility.
  
  
  I expect a legitimate, transparent reconsideration of my claim not another dismissal based on convenience or internal loopholes.
  
  Sincerely,
  Rev. ****** ****** II
  Claim #: 267-6177
  Date of Breakdown: May 26, 2025
  Claim Denial Date: June 13, 2025
  Vehicle: 2016 Jaguar XF 35t Premium
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6.9.2025 Refusal to cover my covered parts Will not respond back to repair man with a resolution to my car issues *********** has not reached out to me and has only sent me random texts messages asking for photos of what I don't know and then emails without any information concerning my claim.PLEASE SEE DESIRED RESOLUTION: OTHER response to get the full picture. This area did not allow me to input my entire complaint

  Customer Answer

  Date: 06/16/2025

  So after being told to have my repair man call and clarify I was not the cause of my car running hot due to negligence so I can get the gaskets covered and fixed, the claim was still denied because apparently gaskets aren't covered by my warranty. It clearly states gaskets are covered. If gaskets weren't covered from the beginning why wasn't i just told that instead being told to have my repair man call in to clarify??? This is crazy. Why wasn't i told this from the beginning, now I know for sure Carshield is trying to get out of fixing my car... this is so unfair 

  

  Business Response

  Date: 06/16/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your vehicle's water pump was authorized correctly as a covered component and was deemed the  initial cause of failure. However, your *** does not provide coverage for head gaskets as a stand-alone repair. Furthermore, it was discovered that  the water pump failed due to a bearing failure came apart while driving and the vehicle overheated causing failure to both head gaskets. This was further exasperated by continued operation of the vehicle with a failed water pump and coolant leaks from pump. 
  
  
  As outlined within your contract, your VSC does not provide coverage for repairs resulting from overheat. Additionally, your VSC states that the engine block and heads are covered only if damage is caused by a failure of any internally lubricated part within the Engine. Furthermore, your VSC strictly excludes coverage for failures due to continued operation and the failure to protect the vehicle from further damage once a mechanical breakdown or failure has occurred. 
  
  
  Your Administrator has authorized $543.21 to be paid toward your repair facility upon the receival of the final invoice. However, as an effort to resolve this matter, CarShield is willing to provide a refund of eighteen monthly payments for contract(s) MRF3585562 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 06/16/2025

  As my repair man stated my vehicle was not damaged due to continued use. If Carshield looks at my mileage from the last time I received an oil change verses the mileage the vehicle has on it now it will PROVE the vehicle has not been in use for some time. According to my contract gaskets are covered if another item covered is being repaired. As a customer who doesn't know anything about cars, how am I to know that head refers to a gasket? If the contract specifically said head gasket then I'd understand this logic but it doesn't... I  am not a licensed mechanic and is not fair to me that my contract says gaskets are covered and then says no it's not... if my gaskets weren't covered from the beginning why wasn't that the reason for disapproval from the beginning? Why was i told to have my repair man contact Carshield to clarify I wasn't at fault to get the gaskets covered. This is scamming me out of my money

  Customer Answer

  Date: 06/26/2025

  Complaint: 23467701
  
  I have reviewed the business' response and am rejecting it because: 
  
  To whom it may concern, 

  This is in reference to my 2010 Chevrolet Traverse Contract number MRF3585562

  Claim Number *******. On Thursday June 19, 2025 I was contacted by a supervisor named **** (Employee Number ******) concerning the denial of my claim for my gaskets to be fixed. According to **** he's never heard of gaskets being denied and the claims adjuster is confusing head gaskets with head cylinders. According to **** and my contract all gaskets are included if a covered part is needing repair. **** explained to me that the word head under Number 1 discussing Engine is pertaining to head cylinders and NOT head gaskets and my gaskets are covered. Also it was stated my vehicles head gaskets were damaged due to me continuing to drive my vehicle while it was running hot and that is false. According to Carfax which can also be accessed by Carshield, my vehicle has only been driven a ****** miles since my last oil change in 2023. This is proof my vehicle has not been driven and the failure of the head gaskets is clearly due to the age of the vehicle since they have never been replaced before and the vehicle is 16 years old at this point. According to **** my gaskets are to be covered and Carshield needs to approve my claim.

   

  I have a voice recording between me and **** the supervisor I spoke with who stated my gaskets are covered. Iattempted to upload the conversation but the file is too big.  At this point the denial of my claim is not based on facts but based on the opinions of the adjuster. It was stated my car was in use which caused my car to over heat and that's was determined to be incorrect based on the mileage of my vehicle at the time of my last oil change and the current mileage. My vehicle has not been driven in over a year and wasn't driven to the shop. It was towed and my reason for taking the vehicle in was because I couldn't get it to start and the key was locked in the ignition NOT due to my vehicle running hot. That was not my initial complaint and I'm not sure where that even came from as my initial complaint... so the gaskets over heating was not due to negligence on my part but due to the age of the vehicle. According to my contract and this supervisor, my gaskets are covered and the head in the engine referes to the cylinder head and not the plastic seal or head gasket... Carshield knows this already so why I'm not being approved for a seal or gasket when my water pump is defective in conjunction with the gasket is violating my contract. I need this claim approved to avoid seeking legal action

  
  
  Sincerely,
  
  ******* ****** (*******)

  

  Business Response

  Date: 06/30/2025

   

  The CarShield legal department has reached out to Ms. ****** with an offered resolution. We are waiting on Ms. ******* response. 

  Customer Relations

  Customer Answer

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/13/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address a significant issue with my two CarShield contracts: one for my 2015 **** Explorer (Contract #MRF4809409) and one for my 2013 **** Edge (Contract #MRF5036768).Today, my 2015 **** Explorer broke down and was towed to Advanced Automotive. The diagnosis indicated that the Throttle Body needs replacementa critical repair without which the vehicle will not operate. However, according to the contract, this repair is not covered. The repair facility explicitly stated the vehicle is inoperable without this part being fixed. To date, I have paid $2,463.40 over 20 months ($123.17/month) for this coverage since September 2023. This denial of coverage for an essential repair is unacceptable and has caused me great frustration and dissatisfaction with CarShields service. It appears that the monthly payments are collected, yet necessary repairs are not covered, effectively rendering the service contract ineffective. Additionally, I have coverage for my 2013 **** Edge, for which I have paid $1,467.70 over 13 months ($112.90/month). Upon contacting the ************* to discuss the denied repair, I spoke with Ivanka and repeatedly requested to cancel both contracts. Despite my clear requests, cancellation was refused. Instead, I was offered a minor reduction in monthly payments, which I declined. I reiterated my desire to cancel both policies due to the inadequate coverage and the unwillingness to cover essential repairs, but Ivanka continued to resist, speaking over me and preventing me from finalizing cancellation. Consequently, I ended the call. Given the circumstances, I request immediate cancellation of both contracts and a full refund of the $3,931.10 paid to date. This experience has been a poor reflection of customer **********************, and I no longer wish to invest in service contracts that fail to protect my vehicles as promised. I expect prompt attention to this matter.

  

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield contracts provide a wide variety of coverage for many of your vehicle repair needs. However, items such as the throttle body are not items listed for coverage and would not be eligible for coverage. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a full refund of all payments for contract(s) MRF4809409 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

  

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield contracts provide a wide variety of coverage for many of your vehicle repair needs. However, items such as the throttle body are not items listed for coverage and would not be eligible for coverage. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a full refund of all payments for contract(s) MRF4809409 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.

  -Customer relations

  Customer Answer

  Date: 06/18/2025

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

  At what time should I expect a full refund of all payments for my contract MRF4809409, per CarShield ("CarShield is willing to provide a full refund of all payments for contract(s) MRF4809409 upon the execution of a settlement and release agreement.")

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

• Initial Complaint

  Date:06/12/2025

  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 started my policy up in April for 99 dollars not one time did I tell them the mileage on my car because I wasnt around my vehicle they started my policy up with ****** miles that I didnt give them at all. when I spoke with someone I gave them my correct mileage which was 136.132.3 which now that they refused to honor. Not only that since my claim is denied my car is still in the shop I have to pay 120 dollars to get it out tomorrow. This spoke with a supervisor on June 4th she told me that they were going to give me refund of what I put into the policy now that I call today to find out why my money isnt in my account because of a rental that they put me in which I was cover at the time of my claim and also for the diagnostic check that I was getting my 200 dollars back on which nobody reached out to me. I had to call myself so today I am out of a car which they refused to repair and 417 dollars. CarShield aint nothing but a rip off now they saying because of the rental I am not entitled to get my money back

  Customer Answer

  Date: 06/13/2025

  They are trying to make me pay for the rental that I was in which was covered under my contract at the time of my coverage 

  

  Business Response

  Date: 06/16/2025

  Ms. ********,
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your claim, it was discovered that your current mileage at your repair facility was found to be 136350 miles. CarShield reviewed your initial sales call, and at time stamp 0:32, you were asked to provide mileage for your policy. You had stated that you were away from your car and were unable to provide the mileage. Your sales representative had asked you to provide an estimate, and had asked if your mileage was around ******* miles based upon your previous mileage of your past CarShield contract with the same vehicle.  At time stamp 0:52, you had stated, "it should be, I don't do anything but drive it to work and home". 
  
  
  On 4/28, you were called twice in efforts to confirm your mileage of your vehicle. On 5/27/25, you had called to start a claim. Upon review of your service records, it was determined that you had provided a mileage misrepresentation. Your VSC would have no liability for your transmission concerns  as these concerns would have been preexisting to the coverage period and the waiting period requirement would not have been met.

  Your contract has been cancelled due to mileage discrepancy. As your rental authorization exceeds what has been paid into your VSC, there will be no refund due. 

  Customer Answer

  Date: 06/16/2025

  When I spoke with the supervisor on the 5th she stated to me that I was going to get my refund and then last Monday when I called u telling me that yall took it and it was covered under the contract yall are so full of ********

• Initial Complaint

  Date:06/12/2025

  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.

  In 2022, I purchased a Diamond warranty package with them. I never had anything done with the car since I had the warranty. This year, my check engine light came on. I got the diagnosis that it was the car shaft sensor. I called the mechanic, *** and told him about the diagnostic and asked what is that and he asked me a bunch of questions. We set up an appointment for him to look at my car. I called him on Fri., March 6th. When he told me he was booked up, I drove to work and as I was parking the car went off. I called ***, the mechanic and had it towed to him. ***, the mechanic told me to take it to a business that does engine work. I called Carshield and it was taken to ******** and they said it should be taken to an engine shop. Then I had it towed to another shop down the street from me. The timing chain snapped and went into the engine so I called Carshield. Carshield asked for receipts, asked a bunch of questions. They said that they would not pay for the engine to be repaired but would pay for the timing chain an accused me of causing the problem. I would like for them to fix it or to give me my money back.

  

  Business Response

  Date: 06/12/2025

  Mr. ***********,

  As stated in response to the previous complaint submitted by your attorney, ******************** conducted a comprehensive review of all relevant facts, events, and communications pertaining to the Claim at issue. The findings confirmed that the Claim was adjudicated correctly in accordance with the terms of the **** authorizing repairs for the
  initial failurespecifically, the timing chain. This authorization serves as a credit applicable toward the full engine repair. The diagnosis provided by the repair facility revealed that the timing chain had stretched to the extent that it no longer fit properly between the gear spurs. This condition indicates significant continued operation, as this type of timing chain failure is a gradual process rather than an immediate event. As a result, the *** provides coverage only for the initial failurethe timing componentsand does not extend to the subsequent engine damage caused by continued
  operation.

  To prevent further escalation of the dispute, CarShield and ******************** is still willing to extend the following offer: ******************** will direct CarShield to cancel the contract and provide a one-time payment for the amount authorized in the Claim, along with a partial refund covering the last three months of premiums paid, totaling $3,680.12. The terms of this resolution will be formalized in a Settlement Agreement and Release. If these terms are agreeable to you, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 06/28/2025

  This ****** **********. No one send me any thing. I just got this messages from your from the time I put this complaint I been checking and this morning at 1235 am today.  For the first time so how are your saying I did not respond. So no one you or the company got in touch with me and till now from your. BBB. 

  

  Business Response

  Date: 06/30/2025

   

  As stated in response to the previous complaint submitted by your attorney, ******************** conducted a comprehensive review of all relevant facts, events, and communications pertaining to the Claim at issue. The findings confirmed that the Claim was adjudicated correctly in accordance with the terms of the **** authorizing repairs for the
  initial failurespecifically, the timing chain. This authorization serves as a credit applicable toward the full engine repair. The diagnosis provided by the repair facility revealed that the timing chain had stretched to the extent that it no longer fit properly between the gear spurs. This condition indicates significant continued operation, as this type of timing chain failure is a gradual process rather than an immediate event. As a result, the *** provides coverage only for the initial failurethe timing componentsand does not extend to the subsequent engine damage caused by continued
  operation.
  

  To prevent further escalation of the dispute, CarShield and ******************** is still willing to extend the following offer: ******************** will direct CarShield to cancel the contract and provide a one-time payment for the amount authorized in the Claim, along with a partial refund covering the last three months of premiums paid, totaling $3,680.12. The terms of this resolution will be formalized in a Settlement Agreement and Release. If these terms are agreeable to you, please email ********************************************************* and we will draft the agreement for your electronic signature. 
  

  Respectfully,
  Customer Relations

• Initial Complaint

  Date:06/11/2025

  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.

  Aug. 1, 2024, my car stopped on Evergreen. It was towed to ******* Complete Auto Repair. A claim was put in with Carshield. ******* Complete was recommended by Carshield. I filed a claim and received rental car. The diagnosis was transmission failure. After I canceled service with them. So I had to pay for rental and after I canceled their service. They still took out monthly payment after I canceled service with them. They would not let me speak to their adjuster man and I sent them a letter requesting to be reimbursed. No reply from Carshield or *************. Contract # MRF3776779; $5,134.64 repair, $627.66 rental and $109.00 warranty

  

  Business Response

  Date: 06/12/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that during inspection, your inspector could not duplicate the concerns that your repair facility has reported.  The inspector advised the vehicle moves as designed when put in drive or reverse. As stated within your contract, your VSC does not provide coverage for any part that has not broken or failed, even if a repair facility has recommended repair or replacement. Your repair facility has not been able to submit a verifiable failure for the concerns presented within your claim. Without a verifiable failure, your claim will remain denied. As you previous claim payouts and rental authorizations exceed what has been paid into your VSC, there will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:06/11/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 1 ***** Presented my 2011 ***** Cruze to *** ****** because my engine was on. The mechanic said the total repairs would be over $4500.00. They contacted Car Shield and talked to an adjustor; per the adjustor all Car Shield would cover is the water pump and I would have to pay the over $4500.00 for repairs of the engine. My policy with Car Shield is for the whole engine and that includes the parts that needed to be replaced. With the frustration and stress for a whole week because of Car Shield and the cost of the repair and rental until the car being repaired, I would like Car Shield to compensate the cost and stress related to this complaint $4500.00. In addition, I always paid my premium on time and was a customer for 5 years.

  

  Business Response

  Date: 06/11/2025

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

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was authorized for the covered parts and verified labor for water pump concern. Purge valve/oil leaks from intake manifold/valve cover gasket/timing cover/cam seals are not listed for coverage under your contract terms and are your responsibility per terms of the contract.

  As a resolution, CarShield will refund your last 12 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.

  Customer Relations

  Customer Answer

  Date: 06/12/2025

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

• Initial Complaint

  Date:06/11/2025

  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.

  Car shield is a total scam company. I paid premiums for several years and when I made a claim they said it wasnt covered. Ripped me off for over a thousand dollars. How they are still scamming people is beyond me.

  

  Business Response

  Date: 06/13/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.
  
  
  CarShield vehicle service contracts ("VSC") provide a wide variety of coverage for many of your vehicle repair needs. However, items such as the battery are not listed for coverage within your contract and would not be eligible for the claims process. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  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 six monthly payments for contract(s) MRF4147020 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:06/10/2025

  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.

  On Monday, June 2nd I gave my 2018 Jeep Grand Cherokee to my local garage that was in the Carshield network, Grease Monkey. I was hoping for them to reach back out to me the same day but they didn't reach out till 24 hours later. The issues on my vehicle wasn't checked out until later in the week and even so there were still things wrong with it such as the speed sensors. The communication between myself and Carshield has been nothing short of frustrating, and to be quite honest I do not recommend carshield to anyone due to their handling of customers. I've spoken to so many people there and they have all told me different things that I do not know if they were to honor their portion of the contract. I have been paying $119 dollars for over a year now and this was my first claim and to see how they handle customers and find ways not to pay for things have been nothing short of abmissmal. A part of me want my money back but another part want no contact with them again. If possible I want to know the disconnect between the garage who has been nothing short of honest and carshield that continues to change their tune whenever they feel like it. If someone reaches out I can explain more in detail how everything went.

  

  Business Response

  Date: 06/11/2025

   

  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 authorized correctly for the purge valve and solenoid. The wheel speed sensors were initially denied due to your chosen repair facility not showing a cause of failure as the diagnosis was incorrect and inconclusive. The repair facility showed a code scan of the vehicle where there were pending codes for all four of the sensors which were all rationality codes. There was also a stored code indicating HI Speed CAN BUS communication issues. The adjuster observed that the rationality codes indicate the sensors are working. There were also no *** codes present. Also, the repair facility tried to prove the sensors had failed using incorrect methodology which was included in a video. The tech should have been using a scan tool to see if there was any action on the BUS rather than the wrong tool for the job. Because of these facts, the adjuster felt there was likely an issue with the *** module and not the sensors. It was later in the claim, the repair facility said the sensors were corroded, which would be a totally different reason they could not be authorized.

  As a resolution, CarShield will refund your last 5 payments 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