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:06/10/2025

  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.

  CarShield either sold my info or had it stolen. A scam caller reached out and left a voicemail on my cell phone AND my girlfriends phone. They had all my information about car make model and year, my phone numbers, emergency contact, and that I had CarShield(has been terminated).

  

  Business Response

  Date: 06/12/2025

  Mr. ******,

  A member of the CarShield legal department is attempting to reach out to you in efforts to resolve this matter. Please call the number left in your voicemail at your earliest convenience. 

  -Customer Relations

• Initial Complaint

  Date:06/10/2025

  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 a customer of **********************/********************. A claim was initiated on vehicle in April 2025. Since then my car has been to 3 different mechanics because of their dealings with carshield. They are saying that carshield is having them doing things that they ask and then telling them what they're doing is not enough. These repair facilities are also telling me that carshield seems to be doing everything they can not to honor my claim when the issue should clearly be covered. My claim was originally denied by carshield stating that it was a manufacturer responsibility. Once I contacted **** and it was proven not to be a manufacturer responsibility they reopened my claim, but have still not honored my claim although my vehicle is now at a dealer they selected and had my car towed to. Meanwhile I am without a vehicle, unable to get the rental car that is due to me according to my policy and they are still deducting their fee from my account every month. Please help me make carshield stand on their word.

  

  Business Response

  Date: 06/12/2025

  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 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 determined that there were delays caused by your vehicle moving to new repair facility's on several occasions and differing diagnostics being provided from one repair facility to the next. Additionally, several of the repair facility's took extended delays to provide your administrator the requested diagnostic necessary to progress your claim forward. As stated within your contract, This coverage is only applicable for days during which your vehicle is at the repair facility . No coverage shall be provided for days during which your vehicle  is at the repair facility  because of repair facility scheduling conflicts or delays, or for your inability to retrieve your vehicle.
  
  
  
  Your claim has been authorized in the amount of $6,129.20 to be paid for your repair facility toward your claim. This authorization will stand. However, you may call into the claims department to extend your rental up to the contracts terms and limitations as your claim has been authorized for repair. 
  
  
  ******************** ********************************

  Customer Answer

  Date: 06/24/2025

  Thank you for your assistance, the issue has been resolved. My car has been repaired however I am no longer a customer of **********************/Auto shield.

• Initial Complaint

  Date:06/09/2025

  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.

  They never pay for my rental card that they approved or repairs to the dealer, resulting in me losing my vehicle because I could not afford to pay for the repairs and Tow that they agreed to the dealer to go ahead and do and never did and just kept giving excuses after excuse excuses

  

  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 adjudicated correctly. Your claim was initially authorized for window motor/regulator replacement only as the concerns with the transmission were found to be non coverable. Your repair facility found and reported a transmission cooler line that had rubbed against the frame causing the line to leak. This resulted in run low on the transmission fluid which run low is not coverable under your contract terms. The transmission cooler lines were covered.  Your claim was authorized as well as having sent the window regulator out to the repair facility but no final invoice was ever sent in nor any rental invoices and the claim remains unpaid at this time.

  The authorized amount for your claim is $858.82. CarShield will make a one time payment in that amount directly to you 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: 06/12/2025

  Complaint: 23445743
  
  I have reviewed the business' response and am rejecting it because:
  
  I would like the total reimbursement of the following items:  $750 for tow fees, $1500 for the car rental, and another $4500 for storage fees. I would also accept the authorized amount of $858.82 only if I am reimbursed for the previous charges. They had previously approved the rental car fees and the tow fees from when I had requested these services. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/12/2025

  Mr. *******, 

  Your vehicle service contract does not provide coverage for storage fee's and these would not be eligible for reimbursement. However, you may submit your rental and tow invoice to be reviewed for potential reimbursement up to the terms and limitations of your contract. Once reviewed, CarShield will provide you with a new settlement and release agreement amount that reflects both the amount of your claim authorization and rental/tow reimbursement combined. 

  -Customer Relations 

  Customer Answer

  Date: 06/13/2025

  Complaint: 23445743
  
  I have reviewed the business' response and am rejecting it because: Carshield waited three months before they responded back to the shop with estimate or send anyone out to look at the vehicle. Carshield has cause me  to lose my car due to Carshield not honoring there warranty. I want the cost of the tow, renter car, cost to repair the car of $8500.00 which now I don't have the car anymore because the carshop place a lien on my car and has kept the vehicle because carshield  warranty didn't pay them anything toward the repairs of my vehicle. 
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/05/2025

  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.

  I have been with CarShield since 07/09/2022, have paid monthly without fail. I was having an issue with my vehicle and contacted CarShield who recommended a repair facility. I took my vehicle for service April 25, 2025 - the mechanic examined the issue, contacted CarShield to initiate a claim. On same date, CarShield's representative ******, contacted Enterprise Rental, ********, Il reserved a vehicle for me. I went in on same day, picked up the vehicle. Per CarShield's contract, they will cover rental charges only after the claim is approved. 1st mistake by Carshield - An inspector did not come out to the repair location until May 6, 2025 - this inspector did not how to conduct the inspection - reported back to Carshield the mechanic declined the inspection - Mistake #2 by Carshield - The inspector was incompetent and lied - Carshield sent out another inspector on May 12th - Inspection was not completed as it should have been, this inspector had to return the following day to complete what he had missed - Mistake #3 by Carshield - keep in mind I'm in the rental which according to Carshield - I exceeded the maximum days allows (14), therefore, I incurred a $440.67 cost for the rental which they are refusing to refund me. My vehicle is a 2015 Kia ******* was serviced for on an engine/transmission replacement, starter, and control arm - Repairs didn't start on my vehicle until May 13th at which time I had already exceed the maximum days allowed by only because of CarShield's negligence/incompetence. Rec'd a call from **** ***** advising they are denying by claim for the $440.67 due to exceeding maximum days allowed, also, she advised my claim should never have been approved for engine replacement due to my continuing to drive the vehicle, thus causing the problem but they at CarShield somehow missed this - the claim was approved - my opinion, Mistake #4 on CarShield - I should not have to pay for their incompetence and requesting your assistance obtaining my monies

  

  Business Response

  Date: 06/09/2025

  
  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. 
  
  
  Upon review of your file, it was discovered that  the second inspection completed showcased serious deferred maintenance with the oil being low and dark. There were multiple suspension issues found and verified as well. The operating condition of the engine was poor and excessive blow by was confirmed via leak down testing. Compression testing also showed wide variances for cylinder to cylinder. As stated within your Vehicle Service contract ("VSC"), in order to ensure coverage, you must ensure that vehicle maintenance services are performed as recommended by your vehicle manufacturer. Additionally, your VSC clearly states that 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. The extent of carbon buildup, low oil, continued operation and various signs of differed maintenance show a verification of neglect to maintain and protect your vehicle for safe operation. Based upon all available evidence and documentation, your claim was authorized well past the extent of the liability of your contract, and had grounds for complete denial due to continued operation and lack of necessitated maintenance. Furthermore, it should be noted that all forms of delays were associated with your repair facility cancelling your initial inspection. Your claim was authorized the same day the second inspection was reviewed. Your VSC does not provide coverage for delays due to repair facility conflicts. 
  
  
  Your Administrator, ********************, has authorized and paid $7,051.47 toward your repair facility and $1332.00 toward your rental coverage. This authorization will stand. However, as your Administrator has authorized nearly triple of what has been paid into your contract, there will be no refund due. If you wish to cancel your coverage, please email *********************************************************.

  Customer Answer

  Date: 06/20/2025

  This is my 2nd attempt to receive assistance from BBB - do not recall the first date but is was between June 1st - 3rd, I believe - I never received a confirmation # nor a response from the BBB acknowledging receipt. My issue is with CarShield whom I've been a customer since 2022. I recently had my vehicle serviced under the CarShield warranty. Due to three (3) mistakes made by CarShield, I was out of pocket $440.67 for car rental. According to the policy, I believe my entire rental service should have been covered. I did attempt to recover the funds back from CarShield but was denied. Mistake #1 made by CarShield, which resulted in me being out of pocket - I was placed in a rental vehicle before repair claim was approved - Mistake #2 - CarShield sent out an incompetent inspector, who lied and stated the mechanic denied the inspection, which caused a delay. Mistake #3 - the next inspector did not do a complete inspection and had to return to complete the inspection. Due to the mistakes of CarShield, which resulted in delays and not following their own contract, I was told I exceeded the days they would cover the rental, thus resulting in the out-of-pocket cost ($440.67) to me. I have attached documents which further explains my complaint and request. Finally, there was a 4th issue, in which I was advised by **** *****, CarShield **** via phone on 06/05/25, who stated CarShield made a mistake and my vehicle repair claim should never have been approved. How does such a "reputable" company make so many mistakes and then want to pass their mistakes onto the consumer? I am requesting assistance in getting my monies refunded back to me, as I am not responsible for any of the events that transpired during this repair, nor should I be out-of-pocket.

  

  Business Response

  Date: 06/20/2025

  CarShield's response does not change from the 1st complaint filed by Ms. ****** We have attached our response and the notice from the BBB closing the matter due to no communication from Ms. ******  The response is also copied below:
  

  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.
  
  Upon review of your file, it was discovered that the second inspection completed show cased serious deferred maintenance with the oil being low and dark. There were multiple suspension issues found and verified as well. The operating condition of the engine was poor and excessive blow by was confirmed via leak down testing. Compression testing also showed wide variances for cylinder to cylinder. As stated within your Vehicle Service contract ("VSC"), in order to ensure coverage, you must ensure that vehicle maintenance services are performed as recommended by your vehicle manufacturer. Additionally, your VSC clearly states that 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. The extent of carbon buildup, low oil, continued operation and various signs of differed maintenance show a verification of neglect to maintain and protect your vehicle for safe operation. Based upon all available evidence and documentation, your claim was authorized well past the extent of the liability of your contract, and had grounds for complete denial due to continued operation and lack of necessitated maintenance. Furthermore, it should be noted that all forms of delays were associated with your repair facility cancelling your initial inspection. Your claim was authorized the same day the second inspection was reviewed. Your VSC does not provide coverage for delays due to repair facility conflicts.
  
  Your Administrator, ********************, has authorized and paid $7,051.47 toward your repair facility and $1332.00 toward your rental coverage. This authorization will stand. However, as your Administrator has authorized nearly triple of what has been paid into your contract, there will be no refund due. If you wish to cancel your coverage, please email **********************************************************
  
  The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. 
  
  Customer Relations

• Initial Complaint

  Date:06/05/2025

  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 am filing a complaint regarding an unresolved claim with CarShield concerning my vehicles check engine light. After the issue arose, I took the vehicle to a Land Rover dealership for diagnostics and repair. The estimated out-of-pocket costs were unreasonably high, so I chose to transfer the vehicle to a more affordable repair facility.Despite this, CarShield is now stating that my out-of-pocket costs remain the same due to national averages for labor time and rates. Strangely, they were willing to pay the Land Rover dealership for 18 hours of labor, which is more than what they are now offering for 28 hours of labor at the new shop. This is inconsistent and unfair.Additionally, I have been attempting to reach the assigned claims adjuster for over a week with no success. I have sent multiple emails, and my repair shop has also tried to contact him, all without any response. I was told there is no direct number for me to use to reach him, which only adds to the ************** the meantime, I am still paying my CarShield monthly premium, car note, insurance, and out-of-pocket rental car expenses. This is financially and emotionally draining.I escalated the issue through CarShields internal process and was told I would be contacted within 2448 hours. That time has passed with no communication. I just got off the phone with their customer ********************** again and was told theres nothing more they can do and that I must wait for the escalation team.This delay and lack of response are unacceptable. I am requesting the BBBs assistance in helping me resolve this matter with CarShield. I simply want a fair and timely resolution to my claim.

  

  Business Response

  Date: 06/09/2025

  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") and is pending your authorization associated with the out of pocket costs in regards to your claim. 
  
  
  Upon review of your file, it was discovered that your claim was authorized for *** parts and verifiable labor per terms of the contract. However, repair facility part and labor pricing mark **** non-verifiable labor, shop fees, taxes and non-authorized parts and labor would be considered your responsibility per terms of the contract. Due to the out of pocket costs associated with your claim and your previous repair facility, you had elected to move the vehicle to another facility with a lower hourly labor rate. The labor amount authorized to prior repair facility would not transfer to the current facility and contract would only pay verified labor times at current repair facility's labor pricing. Any differences in parts and labor pricing will be considered your responsibility per the terms of the contract. A more extensive list of terms and exclusions may be located within section, "GENERAL EXCLUSIONS" within your contract. 
  
  
  Your claim is currently pending your authorization to pay the out of pocket costs associated  with your claim in order for your administrator to release payment that has been authorized to your repair facility. In order to approve this authorization, please call ********************'s claims department at ****************.

  Your administrator has authorized $4,515.04 toward your claim to be paid to your repair facility, and $439.91 in authorizations for rental coverage. This authorization will stand. However, as your administrator has authorized over $9000.00 in claims, there will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:06/05/2025

  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.

  Car Shield is refusing to fix the transmission in my vehicle after I have paid a monthly premium for the last 2 years or more. I have submitted all the necessary paperwork they have asked for, however they will not fix my vehicle. I have been very cooperative with them, however they keep asking for additional documentation from the mechanic. The mechanic has certified that the transmission must be replaced.

  

  Business Response

  Date: 06/10/2025

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.

  CarShield has reached out to your contract administrator  ******************** (***) and your claim has been authorized for $5364.98. Once a signed final invoice is sent to ***, they will release payment to your repair facility. 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:06/05/2025

  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.

  On May 1st 2024 I took coverage on my 2016 Chevrolet Malibu. I took the PLATINUM COVERAGE for $149.19 per mth to which I never missed a month payment. I had an ** problem and took it to ** ****************** to be repair on March 22 2025 and got it back a few weeks later with the repair cost being $864 plus my $200 deductible. After a few days I realized that the ** was not getting COLD so I went back to the mechanic and was told Car Shield will not cover the part that I needed which was a RECEIVER DRYER which is COVERED in my COVERAGE, this is what is needed. I called Car Shield with my concern and got no resolution. So on May 22 2025 I cancel my agreement. At this point I had already payed them $1790.28 and the ** bill was $864 leaving a balance of $926.28 + my $200 deductible which I am seeking a refund. I had spoke to a supervisor about my refund and I was told that I cannot have a refund although I read her the paragraph in their CONTR**T in the Cancel Sections which read If you cancel this CONT**T within sixty (60) days of (monthly) CONTR**T purchase date, and if no claims has been made, YOU will receive a full refund of the total CONTR**T purchase price, less a five percent (5%) administration fee. You may cancel this contract at any other time and receive a refund of ninety percent (90%) of the unearned pro rata premium based upon the total CONTR**T purchase price calculated upon the greater of the days in force or the miles driven compared to the total CONTR**T term less claims paid (not applicable for the monthly term contracts.) I am seeking $926.28 + my $200 deductible refund. They have miss represents themself by selling false expectations, they did not live up their obligation and now they are trying to get out of another agreement of giving me a cancellation

  

  Business Response

  Date: 06/05/2025

  CarShield provides a sixty day, money back guarantee for all CarShield customer's less claims paid. You have had your policy active since January 30th, 2024. This has clearly exceeds the review period.  Your contract states, " you may cancel this contract at any other time and receive a refund of ninety percent (90%) of the unearned pro rata premium based upon the total CONTRACT purchase price calculated upon the greater of the days in force or the miles driven compared to the total contract term, less claims paid (NOT APPLICABLE FOR MONTHLY TERM CONTRACTS. The portion of your contract is referencing a refund policy for a TERM contract. You have a month to month. The contract language referencing a month to month cancellation policy states, If you cancel this CONTRACT within sixty (60) days of the (monthly) CONTRACT purchase date, and if no claims have been made, YOU will receive a full refund of the total CONTRACT purchase price, less a five percent (5%) administrative fee. As you have clearly exceeded the money back guarantee window, you would not be entitled to a refund per the terms and limitations of your contract. You have also received $1052.39 paid out in claims by your administrator. As detailed by your contract, YOU are solely responsible for the cost of your deductible. The cost of your deductible would not be eligible for a refund. 
  
  CarShield has cancelled your contract based on your request. 
  
  
  However, CarShield is willing to provide a refund of four monthly payments for contract(s)  MFF4951974 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising 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.

  Continued and harassing phone calls from the company utilizing spoofed phone numbers from various cities in ******* including *******, ****, and **************. Multiple calls per day attempting to reinstate coverage for a car I no longer own. I canceled my contract/coverage with Car Shield in December 2024 but the calls persist to this day. I have asked multiple times to be removed from their call list to no avail.

  

  Business Response

  Date: 06/05/2025

  We have removed you from our calling list and have blocked your number as of 6/5/25 within our system to prevent further communication.

  -Customer Relations 

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  However, I reserve the right to reopen this case if Car Shield resumes these activities at any point in the future. Thank you!
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/05/2025

  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.

  The company repeatedly sends scam-like notices about car warranty, requesting "IMMEDIATE RESPONSE" (literally in all-caps) and to "call to verify the information".I do not have a car, have never done any business with the company, find such letters quite disturbing and, if they are just an "advertisement", consider such practice very unethical.(If needed, I can provide scans of at least two such "notices" for examination.)

  

  Business Response

  Date: 06/05/2025

  Please provide a copy of the mailer you have received to ******************************* and we will remove you from our mailing list. 

  -Customer Relations 

  Customer Answer

  Date: 06/06/2025

  Complaint: 23427467
  
  I have reviewed the business' response and am rejecting it because:
  It seems that in addition to sending me paper scam-like latters, now you are trying to collect my email address as well. I'm not going to enrich your database but instead request you to stop your unethical behavior.

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

  Customer Answer

  Date: 06/11/2025

  The scan of the most recent letter is attached. I've masked my exact address, but the customer ID assigned by the company (without my request) should be enough for them.

  

  Business Response

  Date: 06/12/2025

  You have been removed from our mailing list as of 6/12/25.

  -Customer Relations 

• Initial Complaint

  Date:06/04/2025

  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.

  Carshield lies about covering repairs on major car parts. All the pretty commercials could not be further from the truth. Their contract is not transparent. They have a secret list of parts they will cover and keep this list concealed from the customer. Even if you request the covered parts list, they deny you access. Even when your part is covered, the name of the part must match the name Carshield calls the part on their approved list of parts. If the repair shop does not submit that exact name (even if it is the SAME PART), Carshield will DENY, DENY and DENY AGAIN until you give up. After 3 repairs that I had to fight with Carshield EACH AND EVERY TIME, even having to send them photos of the parts and diagrams to prove to them they were covered. I recently had enough and decided to cancel their coverage when I found out they also give the car repair shops the same or worse runaround and actually NEVER PAID MY LOCAL REPAIR SHOP FOR THE LAST REPAIR THAT WAS APPROVED! In fact, I can no longer find a local repair shop that will take the Carshield warranty, because they tell me Carshield doesnt pay them and if they do, it takes months of fighting with them and jumping through hoops to finally get paid. What this company is doing is criminal! How in the world can they maintain an AAA rating from the BBB? Something is wrong here. If something stinks this bad, there is always a 4-day old carp somewhere in the room!Seniors who have to count their pennies are being taken advantage of by dishonest companies like Carshield, who use high pressure and promises they never intend to keep. When you call to cancel, they put you on 30 minute holds and demand to know why you are cancelling over and over again, then transfer you to a higher pressure salesperson who grills you with the same we wont take no for an answer questions, until you scream at them to confirm cancellation. If you are considering Carshield, turn around and run! Dont look back!!

  

  Business Response

  Date: 06/06/2025

  Ms. ******, 
  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 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"). 
  
  CarShield provides a wide variety of coverage for many of your vehicle service contract repair needs. However, your *** does not provide coverage for repair facility part and labor pricing mark **** taxes, shop supplies, and components that are excluded/not listed for coverage within your contract. A more extensive list of terms and exclusions may be located within your contract within the "GENERAL EXCLUSIONS" Section.
  
  
  Upon review of your file, it was discovered that your Administrator, ********************, authorized a one time payment to you in the amount of $437.66 as a courtesy to help alleviate some out of pocket cost's associated with claim 2507343. This claim was denied due to the concern being a component not listed for coverage. This one time payment was made to you on 8/19/24. Furthermore, ******************** has authorized over $2500.00 in claims toward your vehicle's repairs within the duration of contract MRF4839722. As the  the claim payout exceeds what has been paid into your contract, there will be no refund due. 

  -Customer Relations 

  Customer Answer

  Date: 06/10/2025

  Complaint: 23426788
  
  I have reviewed the business' response and am rejecting it because:
  
  The Carshield ***resentative that I spoke with earlier, confirmed that my repair shop in 2024 was never paid their share of the repair because "they did not complete the required paperwork in order to be paid".  This is why we cannot find ***utable repair shops that will accept the Carshield warranty service.  They refuse, citing the hoops they must jump through to receive payment, if payment is ever given.

  On paper, Carshield paid my claim, but not after hours of back and forth arguments about the COVERED TRANSMISSION PART.  Then, they did not pay the shop.

  I have had to argue my case with this company EACH AND EVERY TIME I have had a repair done.  This must stop.

  The list of covered parts Carshield speaks about in their answer (which they state is in my contract), is a short, vague list.  I want transparency.  I want a list of each and every part covered by your service and what name you are calling it.   I am tired of the repair shop calling in a claim and having the phone *** "check the list" and deny coverage based on a part that I do not see as uncovered on my contract.

  Carshield cannot deny my coverage based on what they may have paid out (on paper) in their system.  I already know the repair shop did not get paid what they were supposed to (and were approved to) get paid.

  I stand firm on my initial comments about the warranty service.  Carshield has offered $10 off my future monthly payments to reinstate my contract.  I have accepted their offer and will give them one more try.

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

  

  Business Response

  Date: 06/10/2025

   

   Your coverage was not determined based on how much ******************** has paid in claims. Our previous response stated their was no REFUND due to the amount paid in previous claims.  Meaning ******************** has paid more in claims that you have paid into the contract so there is refund. 

  We see that your contract was cancelled at your request on June 2, 2025. We are sorry to lose you as a customer. 

  Customer Relations

  Customer Answer

  Date: 06/11/2025

  Complaint: 23426788
  
  As American Auto Shield (aka Carshield) confirmed in their response, and I quote, "their was no REFUND due to the amount paid in previous claims.  Meaning ******************** has paid more in claims that you have paid into the contract so there is refund." 

  I was not asking for a refund, but thanks.

  I have had this coverage now for many years.  I suppose if this would have been my first claim, it may have been approved on your "parts list".  This game you are playing is like a slot machine.  However, your payout does not come from the random individual customer, but from the millions of customers who also play the game by buying into your television ads stating that you cover the major repairs, when you really don't cover them completely.  That is need to know information.

  American Auto Shield's confirmed response also explains the strategy used by their ***** who are taught to DENY most, if not all, items in every claim.  For example, when my water pump went out, the pump froze up causing the belt to snap.  They covered only the water pump, but not the belt (among other small incidental parts) that completed the repair.  They advertise that they cover transmission repairs, however, the parts encompassing the "transmission" are NOT ALL COVERED.  They will nit pick through the claim leaving you owing the $200 deductible, plus most of the parts that hold the transmission together, which could be thousands.  How, in anyone's mind, is this honest and proper? 

  AND, this doesn't even account for having to call a tow truck.  There are listed amounts the customer is allowed on the "Contract" for a tow, which apparently do not come close to covering a tow anywhere.  When you call for a tow, the American Auto Shield operator will come back on the line and ask, "are you willing to pay an additional $75-$150 for the tow because I cannot find anyone to do it for our price."  The cheaper you choose, the longer you wait.  At that point, do you have a choice?  I had this happen to me in a hot, Texas parking lot during the summer.

  I remain a CarShield contract customer hoping to make a change in their overly strict and "discreet covered parts list" policy.  I don't normally get this bent out of shape, but when my button is pushed, I will let you know how I feel.  Car Shield, keep your money, just approve the covered repair - all of it.

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

  Customer Answer

  Date: 06/13/2025

  As a side note, I have no record of receiving a courtesy payment from American Auto Shield of $437.66, as they state.

  After posting this last piece of information, this case may be closed as long as my concerns are made available for public view.