Complaints

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

• Initial Complaint

  Date:05/29/2025

  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.

  Took my car 2015 Jeep Grand Cherokee to be repaired by an authorized mechanic. In order to get the car repaired was over 5000. The ad for the company Car Shied states that repairs would only cost me 100. In order to get my car repaired I had to pay 1700. I called Car Shield and asked why I had to pay so much more. They stated that the man hours reported by the mechanic needed to repair the car was more than they, Car Shield, allows. No where in the TV ad says that you may pay more than 100. I called and they would not adjust or waive the additional cost. Their ad is very miss leading and not truthful.

  

  Business Response

  Date: 06/02/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns. 
  
  
  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 repairs using MSRP parts pricing and verifying labor through nationally recognized labor guide: ******* Pro Demand at 6.5hrs to remove and replace the camshafts, rocker arms and lifters. However, your repair facility request parts pricing over MSRP and over 10hrs in replacement labor time costing an additional $1700 over what the claim was authorized for.  
  
  
  As stated within your contract, the liability of coverage shall be limited to the reasonable price for repair or replacement of any covered part and the reasonable amount of labor time needed for the repair or replacement of any covered part, as based on a nationally recognized guide as selected by the administrator. Labor and part costs that exceed these costs shall be deemed your responsibility. For more information regarding the terms and exclusions of your VSC, please visit section "GENERAL EXCLUSIONS" within your contract. 
  
  
  Your claim has been authorized for $3,996.43 to your repair facility, and payment will be distributed upon the completion of the repairs and the receival/verification of the final invoice. As the authorization for your past and current claims exceed what has been paid into your contract, there will be no refund due. 

   

  -Customer Relations 

• Initial Complaint

  Date:05/29/2025

  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.

  Signed up for auto warranty April 14th, 2025 and on May 29th, 2025 called in to correct the odometer. They offered a new contract at $189.99 instead of $149.99 and had just taken 2 payments worth that resulted in giving them free money. I asked for even a partial refund since its been 2 weeks that they auto-debited my card and they wanted me to sign up for a new contract due to the mileage discrepency initially back in April 14th. They would not offer partial refund nor credit and took my 2 months worth of payments for nothing.

  

  Business Response

  Date: 05/30/2025

  As an effort to resolve this matter, CarShield will refund your payments in full. Please allow 7-10 days for processing. 

  -Customer Relations 

• Initial Complaint

  Date:05/29/2025

  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 pay Carshield a monthly premium $ ****** for mechanical and electrical parts failures on my 2006 Jeep Liberty. The engine developed a problem and needs to be replaced The Jeep mechanic at York Dodge Jeep did a tare down and discovered that a valve part came loose and caused severe engine damage. Carshield finally sent out an inspector and after he inspected the damage he said it was caused by detonation, The dealership stated that detonation did not cause the failure and no sign of any so called detonation. Up on this so called inspector said it wasn't a covered repair and Carshield has denied the claim. I believe what the mechanic is saying that works on these vehicles five days a week.

  

  Business Response

  Date: 05/30/2025

  A member of the CarShield legal department will reach out to your shortly in regards to your claim. 

  -Customer Relations 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:

  I have excepted what car shield has offered which was all the money I paid for premiums on this policy, They refused to repair my engine claiming it was a non oil lubricated part that cause the failure. Not happy that it wasn't covered, at least I get some money back. I am not go any further with it, just chalk it off as a learning experience.
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:05/28/2025

  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.

  Got Carshield plan in 2023 filed my first claim 5/6/25 and its been nothing short of a NIGHTMARE and they still have my car and refuse to extend the rental car so have left me ******* and also caused me to have to come out of pocket another 400+ dollars! I have escalated 3x with NO favorable resolution so to date am a single 63 yr old ** with no means of transportation and NOW money! My claim#s are ******* and ******* and I have no documents to send yet because my car is still in the shop and because Carshield refuses to send anything to me and claim not closed yet cuz CARSHIELD sent the wrong oil cooler via THEIR vendor and as ALWAYS is taking NO accountability for their mistake and continue to refuse me a rental and have caused me nothing but addl hardships both financial and health wise! My vehicle has been at THEIR contracted shop ******** on Walzem Rd, ***********, **

  

  Business Response

  Date: 05/29/2025

  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 both claim(s) ******* and ******* were adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that both claims (******* and *******) were authorized correctly for *** parts and verifiable labor per terms of the contract and your repair facility has been paid. However, following payment of claim *******, additional concerns were added  for leaks and are currently being reviewed for coverage.  You have paid your contract listed deductible on claim ******* with a deductible claim paid in the amount of $356.13 for supplier parts and repair facility labor. The fee's for both the diagnosis expenses and repair facility labor markup that has exceeded the nationally recommended labor guide is considered your responsibility per the terms and conditions of your contract. 
  
  
  However, you are still deemed  responsible for the deductible on claim ******* as your vehicle had left the repair facility with over ******************* between claims, and these have been determined to be separate concerns. Your rental has been authorized correctly on both claims and VSC liability has been met for previous repairs and rental allowances. Furthermore, your current oil leak concerns are pending further review following normal claims process to determine coverage eligibility, and will be authorized for all verified coverable components up to the terms and exclusions of your VSC. 

  -Customer Relations

  Customer Answer

  Date: 06/06/2025

  Complaint: 23389652
  
  I have reviewed the business' response and am rejecting it because: 

  The info Carshields Admin gave you is FAR from accurate this was an EPIC SERVICE FAILURE, that caused me, a 62 yr old single Senior, and my family extreme hardships financially, emotionally and medically almost put me in the hospital due to the daily stress CAUSED by their **** and Mgmt, lack of Ethics, Integrity and Accountability for the last Month! and this was my 1st claim filed after having their policy for over 2 yrs and was Nothing short of Horrific and I have many witnesses that will confirm that.  Theres so much that happened it would take me hours so In a nut shell Iv had the horrific misfortune of experiencing EVERY ACTION AND BEHAVIOR NOTED IN THE ***** ACTION SUIT AGAINST CARSHIELD and REGRET not seeing it BEFORE I paid 1000s for this recent Svc Nightmare!!!  Being sued for 10 mil clearly didnt stop ANY of CARSHIELDs/Am Auto Shield Claims Shady and Non Transparent Bz practices as well as TOTAL false advertising!?  

  I Waited for my "general" repairs a Month at ********* one of Carshields shops that has a Service agreement with them, required per policy, and I chose from Carshields list on their portal to boot.  That in itself is one of my complaints is they deny these shops are THEIRs "contracted" shops say they just "Agree" to accept Carshields policy terms yet ALL conversations and decisions on MY repairs are between them!? Unless its derogatory to me then its MY problem to get resolved lol!? If you have a issue with THEIR shop it then becomes UR shop so its UR problem and in most cases like mine involves Carshield making u come out of pocket cuz Their, NOW Ur shop, ISNT accepting the terms and/or Payment they AGREED to do long before I came into the picture yet I have no say hmm 1st policy breach or FLAT OUT Scam why am I paying the difference of what UR bz partner wants to pay isnt that the thing THEY AGREE TO "ACCEPT" ,accept being oprative word here, CARSHIELDS TERMS!? !?  Another every day event HAVING TO TT their Very flawed Customer Svc **** who offer NO resolutions and then once they"ve caused an Escalated call block u from ANYBODY in Mgmt, Corp Admin and/or have u wait 24 to 48 hours for a call back that never comes OR call just to repeat what phone call center **** are told to say, "Cant help you per ur policy", even when THEY arent adhering to their own terms/policies for ex. Called my MONTH long repair a "General" repair cuz it WAS But theres NO shop in the *** that takes a month for ANY repair let alone mine AND it was due to their errors and untimeliness extended it BUT adhered to that so didnt have to provide me a rental! 

  They pass on any and ALL addl cost IF THEIR repair shops not "agreeing" to accept CARSHIELDS/AAS policy payment and/or terms and if u want ur car fixed u either pay it or they suggest U have it towed to or take, if driveable, it to another shop BUT it will be UR responsibility to find and confirm with this shop that they will accept Carshields terms or cheaper parts and then call Carshield and give them the info you have paid them Every month to do FOR U!! 

  They DO NOT call customers with status but Per My Policy they DO, nor will call THEIR shop I was told shop had to call them so customers have to call shop and tell them to call Carshield its just UNbelievable!

  Leave families with no transportation unless u pay for it when car still in repair shop due to NO fault of urz and they will tell u cant help ya and hang up on you as ur Begging them to do right by you based on extenuating circumstances, Escalations go unsent or you get No relevent explanation of their supposed review, and I was bounced back and forth between Carshield and THEIR shop every day for weeks! Im not the ** partner!

  THEY LITERALLY ARE THE THINGS INSANITY ARE CAUSED BY....AND CARSHIELD IS THE POSTER CHILD FOR THE SHADIEST RIP OFF COMPANY IVE KNOWN...SMH

  Theres not even words for what My experience has been and there is absolutely NO justification Everyone Ive tt and/or have witnessed this fake and ***** bz say You Couldnt even make this Up!!!!???

  I want every ADDITIONAL cent they FORCED me to pay for car rentals due to their Svc failures ****** Car Rentals, ****** for a 2nd New claim being opened, CL#*******, in error l when I had to return car.   significant oil leak now mechanic said wasnt sure exactly where but saw oil all over bottom of engine!?  I just had a oil change 2 days b4 towed to shop for alternator repair and per their inspection my fluids were fine and saw no signs of oil leak, NOR did ******** when changed out my alternator oddly considering location of my alternator nor did we see ANY leaks in my garage where the car is parked EVERY day.  So ****** me how all these leaks happened while car sat in their shop and my garage!? This isnt rocket science? And ur Admin response ref miles driven is not only inaccurate but Irrelevent due to the timing and FACTS and it was only driven 1 day SA to AUS approx 190 miles as I was out of town till 11th and thats when we discovered and the CARSHIELD NIGHTMARE BEGAN.

  PS - I went to pik up car yesterday and the *** lights are now on and the diagnosis byJohn at ******** was the module either needs reprogramming due to month long sitting after battery power loss or replacing which had to be done at dealer  and he and I both told 2 Carshield claim **** that THEY SAID CANT HELP PER UR POLICY hahahaha and i had to leave with another NEW problem due to Carshields refusal to complete the repair, my car NEVER had *** lights on and Ive had the car for 8 yrs!  At this point ALL I can say is this has been an EPIC SVC FAILURE  and I want Every dime they FORCED ME TO COME OUT OF POCKET FOR IMMEDIATELY!  ALONG WITH punitive damages for the hardships they've caused my family financially, mentally, emotionally and medically and should NOT be allowed to get away with this malice ANY MORE!  Not providing transportation for work, groceries medical appts maliciously w/NO remorse!!!  

  Their ** partners Enterprise, ******** and even their **** I recently worked with and were my saving ***** will Verify this Nightmare!

  
  

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

  

  Business Response

  Date: 06/06/2025

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

  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. 

  ******************** has authorized $2,637.11 towards your claim. Since that amount is more than you paid into the contract there is no refund due. 

  Customer Relations

   

• Initial Complaint

  Date:05/28/2025

  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.

  Re: My CarShield policy # MRF4353630, Claim # ******* American Auto Shield/Car Shield has denied coverage for repairs covered under the contract, and are basing the denials on pre-existing conditions.

  

  Business Response

  Date: 05/30/2025

  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 partially denied due to pre-existing conditions and failures to HKL Module and the Electric Parking Brake Module as these components were not listed for coverage, and would not be eligible for the claims process. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  On a previous claim, an inspection was completed on your vehicle approximately ninety days into your coverage. This inspection revealed several long term leaks that were found to have pre-dated your contract and the claim was correctly denied for pre-existing conditions. On your current claim, the same leaks were once more submitted to your Administrator for a review of coverage. No records have been submitted to suggest that the leaks were repaired in the duration of time between your previous and your current claim. Your Administrator correctly denied the leaks once more for pre-existing conditions, and this portion will remain denied unless proof of repair can be provided. Additionally, there was also a concern of a failure to the valve cover and gasket that was initially reported for your claim by your repair facility.  However, your repair facility never provided the diagnostic that was requested to determine coverage applicability. Without the requested diagnostic, a verifiable failure cannot be presented, and your claim will remain denied. 
  
  
  Finally, your claim was authorized for a water pump replacement. However, no final invoice was submitted for your repair. Without a final invoice submission, your claim will be marked inactive. Your claim was authorized in the amount $1,075.78 for labor and the replacement of your water pump. This payment will not be released to your repair facility without the receival of your final invoice.

  Nevertheless, in an effort to resolve this matter, CarShield is willing to provide you a one time payment of $1,075.78 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 

• Initial Complaint

  Date:05/27/2025

  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 called car shield and spoke to customer ********************** to let them know the left side heater is not working , I was recommended to Harveys Garage ( repair shop) for diagnostic , I left the car to repair shop on 5/14/25, and advise the repair shop the the left side blower on the heater was not woking , car repair shop filed a claim with car shield for repair approval , I advise the repair shop to repair only what is covered by car shield , which knew I would be paying a $200.00 deductible , i was advise by car shield *** that my car had to stay at the shop (2 days) until the parts come s in because car shield they only cover what is approved and if my vehicle leaves the car repair shop and something happens it will not be approved, the car repair was not complete until 5/16/25 and was not offer any type of transportation while the car was being repaired . However, I thought I would only be paying a $200.00 dollar deductible and car shield would cover the balance . I end up paing $297.14 over . I called carsheild and was told the reason why I paid more that the deductible is because the repair shop went over the amount that is a llowed for the car diagnostic . I spoke to the repair while on the phone with car shield and the ccar repair company stated they did not know anything about the allowed amount . The consumer should not have to pay for car shield or the car repair company mistakes

  

  Business Response

  Date: 05/29/2025

  A member of the CarShield legal department will reach out to you shortly in attempts to help resolve this matter. 

  -Customer Relations 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.   Just waiting  on the business to process the final paperwork .which should  take no more than 5 days
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/27/2025

  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.

  On April 21st I requested a car rental reimbursement Enterprise Rental from Car Shield. I have waited 21 plus days for my refund of the car rental due to me, because of a repair on my mini ******. I have Never received check by mail. Now they are telling me it will be another (up to 30 days) because of the post office shipping me the check lost it. This is a lie. It doesn't take 21 days to 30 days for me to receive another check. I have been receiving advertisement from Car shield that has the stamp of 5 days on it. I should not have to wait 60 days for a check to be mailed to me. They claimed it was mailed out on April ******* it will take up to 60 days to receive my ****** in the mail! They have a "oh well attitude, it is not their problem". I have also canceled my contract with them and they refuse to backdate that amount of ****** because they claim because it is a month to month contract. So I paid for days that I didn't use? What? the customer ********************** couldn't even explain that to me. So if you could get me that money back that would be great too.

  

  Business Response

  Date: 05/29/2025

  A member of the CarShield legal department is attempting to reach out to help resolve this matter. A call back number was left within your voicemail. Please return the call at your earliest

  convenience. 

  -Customer Relations

  Customer Answer

  Date: 05/29/2025

  I returned the message to ***** to the legal department and asked to reissue me a check. What else can I do? It is not right. And not fair.

• Initial Complaint

  Date:05/26/2025

  Type:Billing 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 have had a CarShield extended warrany contract April or 2021 on my then-owned 2014 ****** Altima. In March, My 2014 ****** Altima was damaged in a collision. The insurance company totaled the car and final settlement was reached on May 5, 2025. On or around that date, I went unto the CarShield app on my phone and informed them that I needed to cancel the extended warranty. I assumed that was the end of it, as I no longer own the 2014 ****** Altima and ahve purchased a replacement *************, on May 26, 2025, I noticed there is a recurring payment charge for $130.99 for a CarShield warranty. I need this amount refunded by CarShield immediately.I called Carshield today (5/26/25) and explained all of the above. They said there is no way to cancel through the app and the only way to cancel is by calling them. I went through the process of cancelling with them - a second time - during that phone call. They said they would send me an email reflecting the cancellation (I have not yet received the email). I told them I want a refund of the amount they charged my account to today. They refused saying it would only have been refundable if I had cancelled by phone or in writing befor ethe payment was debited from my account. I asked the representative if the warranty payment are looking backwards or forward. She said the coverage is going forward. So, Carshield is attempting to charge megoing forward for warranty from May 25 forward, when, even by their calculation, they have a cancellation as of May 25. Their own contract says in section O (1.) (b.), "IF CANCELLED WITHIN A RENEWAL TERM, YOU WILL RECEIVE A PRO RATA REFUND BASED UPON THE NUMBER OF DAYS IN FORCE COMPARED TO THE TOTAL NUMBER OF DAYS IN THAT RENEWAL TERM . . . . i AM CLEARLY DUE A REFUND OF TH EENTIRE $130.99

  

  Business Response

  Date: 05/27/2025

  In order to cancel your contract, you may either call into the customer ********************** team, or provide a written request. Cancellation is not available through the app. However, CarShield will refund one monthly payment back as a courtesy via mail. Please allow 7-10 days for processing. 

  -Customer Relations 

  Customer Answer

  Date: 06/09/2025

  This is resolved. CarShield had credited my debit card account for $130.99 on May 29, 2025. Thank you very much!

  **** ******

• Initial Complaint

  Date:05/24/2025

  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 a customer ********************** (I am filing a complaint against them too for breach of contract). I took my truck to ****** Transmission in ***********, ** to repair a broken reverse fan. As per instructions from CarShield, I drove my truck over to ****** Transmission in mid October 2024. I was told by them the transmission would have to be repaired as well. They had my truck for 3 months. When they gave it back to me, my truck was WORSE. The Transmission, the overdrive, and the cruise control are no longer working. As soon as they gave it back to me, the Check Engine light came on. I found out from an independent agent that my coils and spark plugs that I had just had serviced and replaced were stolen and replaced with inferior parts. I also noticed that my trick now had an extra ***** miles on the odometer. I immediately called CarShield who told me to take it back to ****** Transmissions. I told CarShield I did not feel comfortable taking it back there since they had with malice and negligence damaged my vehicle. I took it back paid an additional $150 and called them to let them know it still wasn't working.I expressed to CarShield my concerns that the ************************** had also blocked my number because they found out I made complaints against them to CarShield. My truck is my work truck. I still cannot use it. My wife has to now drop me off at work because my vehicle is not safe to drive. CarShield and ****** Transmissions need to compensate me with a truck that is comparable to my loss minus the ***** miles that ****** Transmissions put on my truck. They are both negligent and at fault.

  

  Business Response

  Date: 05/28/2025

  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 *** 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 claim ******* was authorized for an overhauled the transmission and was authorized for all coverable components and labor times per the terms and conditions of your vehicle service contract. Your Vehicle Service Contract's liability was fulfilled, and the repair facility was paid for these repairs. However, a new claim was started for transmission concerns and was correctly denied as the repairs from claim  *******  are still under the previous repair facility's repairer's guarantee. As stated within your contract,  if the covered part is covered by a manufacturer's warranty or repairer's guarantee, the component shall be excluded from coverage and would not be eligible for the claims process. A more extensive list of terms and exclusions may be located within your contract under section "General Exclusions". It would be deemed the previous repair facility's liability for all completed work that is still under warranty. The *** would have no liability for these repairs. 
  
  
  Respectfully, 
  Customer Relations
  
  

• Initial Complaint

  Date:05/24/2025

  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.

  Car Shield **** will not stop calling me. I have told them several times stop calling, we no longer have the car! At least once a month for the last 9 months, three times in the past 3 weeks. I thought there was a law about continuing to call after being told to stop.

  

  Business Response

  Date: 05/27/2025

  Your phone number has been removed from our system, and  you have been placed on our do not contact list. 

  -Customer Relations

  Customer Answer

  Date: 05/28/2025

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

  Customer Answer

  Date: 07/03/2025

  Carshield will not stop calling me. I filed a complaint with you a few months ago, they promised to take my number out of their system. Today at 10:08 am **** called. She hung up when I asked for her I'd number.

  

  Business Response

  Date: 07/07/2025

  Ms. *****,

  CarShield has no record of contacting the following numbers listed within your previous contract following our previous BBB response dated 5/27/2025: ********** and **********.

  Your number has been blocked within our system which makes calling out to your number not possible. 

  If anyone calls claiming to be a CarShield representative, please disregard as a spam call. 

  -Customer Relations