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:12/20/2022

  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 signed up for a contract with this company. They told me if my car needed repairs, they would tow my vehicle and give me a rental vehicle. They said it would be towed within four hours. I had issues with my car and it took them seven days to tow it to the shop and then they didn't know which shop they towed it to. My car has been in the shop for three weeks. Nothing has been done to my car. I have called Carshield numerous times speaking to supervisors and nothing is being done. They have everything then they keep making me jump through more hoops for more things. They keep giving me excuses as to why I didn't get a rental. I'm going to lose my job if I don't get there. 

  Customer Answer

  Date: 12/27/2022

  I have contacted Carshield and they will not give me any further information due to legal litigation, and the only person who can give me information is someone called ***.  I have reached out to *** ext: **** and left eleven voice message and still have not heard anything from him.  

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has
  FULL authority over repair procedures, approvals, denials and payments. 
  We have contacted them to obtain information on the repair claim you have
  referenced. Per *** your claim was started on 12/2/22 for a transmission concern. You stated to *** that you could not find a repair facility close by to work on the vehicle.  Your call was escalated when you said you were unwilling to pay difference in tow costs if tow was over the contract max for coverage.  Your were then advised by the escalations department of website listing shops in his area. You advised he did not wish to pay any amount for tow if it was outside the contract tow benefit maximum.  You stated you were not satisfied and advised you would be taking legal action.

  On 12/5 your vehicle was towed from your street to the current repair facility. The repair facility called in claim for transmission concern and reported that your vehicle was in limp mode with only 1st and reverse gears working. DTC of ***** was reported. Fluid was reported to be full in fair condition. *** advised your repair facility to remove pan to show metal in system and to provide vehicle identification photos and cause of failure photos with freeze frame data along with estimate for repairs. The repair facility that was contacted stated they were not the correct shop per information given.
  
  On 12/12 you gave the correct phone number to continue claim. *** contacted your repair facility and a voicemail was left to return call and continue claim. On 12/13 you called for claim status and were advised the adjuster had left a voicemail message with your repair facility that had not returned the call to get claim moving.
  

  On 12/14 your repair facility called *** and were advised Vehicle photos freeze frame data, an estimate were needed to move claim forward.  Your repair facility sent some photos and an estimate over for review but there were photos to document vehicle identification missing. You called to inquire of claim status and were advised the repair facility diagnosis information needed to be sent over.

  On 12/19 you called *** again for claim status. You were advised *** still needed the vehicle photos with identification, your statement and service records for 12 months to verify mileage at inception.
  
  On 12/20 Per your statement, the vehicle issue occurred on 11/27, the check engine light was on at that time and fluid leak from transmission. You also stated you were a mechanic and do all your own maintenance.  You advised you did not keep receipts for maintenance and had no records to provide.  The call was then ended abruptly. CarShield then called *** to check claim status. *** advised CarShied that service records were requested.
  
  No claim decision has been made. The claim decision is pending on service records to verify correct inception mileage.  The service records you submitted are too old or have no mileage shown to verify correct mileage or confirm In ******.  you were advised to provide a service records of some kind around the contract inception date so that inception mileage can be verified. ****** shows last record was 12/31/2021 at mileage listed 143,953 not sufficient to verify correct mileage at time of inception and would be long maintenance interval. Current claim mileage listed at 163,518 Per your contract service records can be requested to document mileage for short term coverage. Your claim will remain inactive until service records can be shown to confirm inception mileage.
  
  You have been advised what is needed to continue claim. Per *** you have not sent in a verifiable service records to confirm accuracy of mileage reported at inception. Claim decision has not been made and is pending is service records.
  
  If you do not wish to follow claims process, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at **********************

• Initial Complaint

  Date:12/20/2022

  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 brought carshield cause my vehicle had high mileage in it and no warranty which is why I got carshield it covers your major part engine ,transmission axile,water pump the major parts carshield calms the warranty starts cover immediately so eventually my engine did go I was told to take it were I want that accepts them and they provided a list so I had the vehicle towed to the dealer which diagnose it was the engine which they told me that if car shield asked for a breakdown of the engine and did not pay for it I will be responsible to pay for it which will be $3000 which I told them I do not have 3000 I pay car shield, energy cover it which I call car shield and complain to them. They also stated that I didn’t have them for 12 months which when I signed up for cardshield, never mention that if some happen before the 12 months that it wasn’t covered so I told car shield that I’ll be calling the better bureau or the general on them cause what would be the problem that they wouldn’t pay for it so I told them I am not agreeing to the breakdown because if they don’t cover it, I don’t have $3000 so the dealer called me back and said car shield wants proof of my old change for the last 12 months which I provided my old change from 2019 to now then the dealer calls back to tell me they had to take the veil off to get a sample of the oil to send to car shield. I responsible for that diagnose awesome so now I’m waiting to hear back from them to see if car shield is going to cover it. It seems like Car shield is trying to find a reason not to place the engine. It don’t even have to be a brand new engine. It could be a used one. I don’t know how they handle the situation or how they decide if you get a new or rebuilt engine but that’s where I’m at right now waiting on a dude. Call me back to let me know if car she was going to cover it

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per their notes, your claims stalled out over a request for verification of failure from your repair facility. Your repair facility is reporting a locked up engine. AAS requested your repair facility perform RDI to demonstrate the cause of lockup.  Your repair facility reported that this RDI would cost you $3,000 and you refused to authorize it as you did not want the out of pocket risk. You requested several times that AAS authorize RDI to which you were advised they can not do that. In an effort to assist you AAS advised the repair facility to just remove the valve cover, which is a very simple job on this vehicle, to demonstrate the top end condition. No signs of failure were demonstrated but the valve cover is heavily varnished, which causes some concern for lack of maintenance. The oil sample also appears to be fairly black. There were some issues with you providing AAS with records, but once you were able to do so it is just a history report from ********* and no full invoices are included. It does show engine treatment was added in the last two services which causes concern for continued operation and improper maintenance as well. These are not full invoices, but they are however verified through the Carfax report as to be accurate as far as date and mileage reporting.

  At this point AAS is unable to provide authorization without a clear demonstration and verification of failure. AAS must ensure the failure is coverable by the terms of the contract, and right now is that the engine is locked up.  You will have to authorize teardown to demonstrate the failure as previously requested.
  As a resolution,
  CarShield will refund your last 5 payments upon execution of a Settlement and
  Release Agreement. Please email ****************** to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line for faster
  processing. Customer RelationsCarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at ********************** 

• Initial Complaint

  Date:12/19/2022

  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.

  Carsheild has not honored the agreement, that I was told at the start of my warranty plan. I have paid Carsheild 115.00 a month since October 2021. Never missed a payment and I was told that I can cancel at any time and would receive a full refund. I have never received services from my warranty plan. So I asked the supervisor, for my money. They just told me that they were keeping my money. I need my refund back, I was told that up front when I signed up. They lied to me to get my business. Please help!

  

  Business Response

  Date: 12/19/2022

  Thank you for bringing this to our attention. 

  As was explained to your during your call to the CarShield customer service department on 12/5/22. There is no refund due on any CarShield contract after the first 30 days. Much like regular car insurance or health insurance there is no refund just because there were no claims made. Your monthly payment provided coverage for your vehicle for the following your month. 

  As a resolution,
  CarShield will refund your last 6 payments upon execution of a Settlement and
  Release Agreement. Please email ****************** to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line for faster
  processing.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at ********************** 

• Initial Complaint

  Date:12/19/2022

  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 hired Car Shield for my 2014 Audi protection, paying them a 181.00 a month and the things that needed fix they say they don't cover, so the thing they did cover, the repair shop getting the runaround on getting paid about that and my car been at the repair shop for 3 months now and they also said I was entitled to a rental car in the contract that was a lie too I need my car, when I get it I had to take to have it tow to another shop to get fixed after being without my car for over 3 months. Ice tea and all them other actors need to be ashamed for supporting that bull.

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per *** your vehicle presented to your chosen repair facility with a concern of 'tow in - runs rough low power'. your repair facility's initial diagnosis confirmed the concern and determined the turbocharger to be internally failed. The turbocharger will not build boost. DTC P0299 is present and active. The adjuster requested an estimate and photos of the failure The repair facility provided the requested documentation, and the adjuster proceeded with authorization for turbocharger replacement per the terms of the contract using ***' supplier part. After some time of no activity, your repair facility called for an update on the part ETA and was advised that the part order did not successfully go through earlier. The part order request was sent on 11/22/2022. After more time of no activity, your repair facility submitted the invoice for payment to be informed that they must provide a complete invoice for payment. No further action has been taken from this point.

  Upon review of your claim notes, there are 2 mentions of a timing chain failure, complete with DTCs. Upon review of the estimates and invoices provided by the repair facility for this claim, there is also a timing chain repair quoted and billed. Upon review of *** has no grounds for denial of coverage.

  A review of the ****** for this vehicle does not raise any red flags regarding inception mileage or abnormal services. The ****** does not show any evidence of normal maintenance. At this point, clarification is needed regarding the timing chain issue. To move forward, *** will review the authorization with your repair facility and request additional information about the timing chain failure. Depending on this information, coverage will be determined per the terms of the contract. Additionally, since there were some delays due to an error with ordering the part, *** will request any rental invoices from you for the duration of this claim to review for reimbursement. 

  If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ****** directly at ************* As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at **********************

• Initial Complaint

  Date:12/15/2022

  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 filed a claim with Carshield for my Range Rover after my sister referred me to this company. I have owned my truck for almost three years prior and utilize it mainly for traveling to work putting only 20,000 miles on it. Carshield, who now transferred my claim to **** ****** has denied my claim for an engine sighting the point of failure was a previous repair of which I did not facilitate? I have only used certified mechanics and repair shops to complete any work on my vehicle. If the warranty company did not require an inspection prior to insuring the vehicle and all was well before my claim, why is my engine not covered due to a bolt that broke? If so, why would that negate a contract if there was no issue prior to the claim? The truck has only had suspension issues while in my possession and I had the repairs done in certified shops. I am aware that warranty companies will attempt every way to fault the contract owner to avoid covering repairs but if a problem didn’t exist until after obtaining the contract, how is a claim denied? When obtaining the contract, no previous repair records were requested nor was any detail in the operations of the vehicle. I provided all information and have been current in payments and patient but I will not recommend this warranty company and would express a strong buyer beware. The adjuster is and has been unreachable and you cannot contact anyone directly for questioning. This company has poor customer care, now my truck is COMPLETELY inoperable and just a shell being that the engine has now been broken down without a replacement. I will be contacting legal services and local news and social media to ensure no one else can be taken for their hard earned money. I’m now without a vehicles and have been since September still covering the car note, insurance and warranty (which I will cancel) over $1000/mo and using alternative means to travel. Unacceptable!!! This report is following a formal written appeal to the headquarters.

  

  Business Response

  Date: 12/21/2022

  Thank
  you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has
  FULL authority over repair procedures, approvals, denials and payments. 
  We have contacted them to obtain information on the repair claim you have
  referenced.  ******** **** ****** will contact you regarding this matter shortly. 

  If you wish to contact them first they can be reached at ************.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the ******* *****.
  CarShield recently filed a lawsuit against the ******* *****. The lawsuit
  asserts that the **** *** ***** is biased against CarShield and that the
  ******* ***** has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at ********************** 

   

  Customer Answer

  Date: 12/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Regardless of whom is responsible for the warranty at this point, I’ve paid 275/no for almost bumper to bumper coverage and have been denied due to no fault of my own. I was under the impression that the warranty would cover my engine and the claim is denied due to an “Internal bolt” issue that was not repaired while I owned the vehicle. I was not even aware that there was engine work done prior to me owning the vehicle. Carshield and myself would have never known this fact until a proble presented itself just as such I have . If I pay for a warranty that covers the car as it is, then why am I being denied when a warranted part defaults? I was under the assumption this is why people obtain warranties???? This matter will continue to be disputed until said party agrees to cover what was under warranty. I can only see in my contract the “external bolts”would default a warranty and I am pretty sure the engine does not fit under “external” I am still baffled that a company could promise to cover all these mechanical elements and issues until a consumer files a claim. That is a breach of contract if I’m not mistaken. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 12/29/2022

   

  As stated in our previous response, ******** **** ****** is the administrator of your contract and has full authority over
  repair procedures, approvals, denials and payments.  If you wish to
  dispute a decision made by ******** **** ****** you will need to contact them
  directly at ************, by mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. 

• Initial Complaint

  Date:12/15/2022

  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 put the 2011 Buick Regal in the shop because of an issue. The dealership told them what was wrong with it. They refuse to take the dealerships word. They keep telling me the inspector is going to show up and see what was wrong it but no one shows up. I cannot be out of a car for this long. I guess I will have to pay for it myself. It is now in ***** in Orange, CT.

  

  Business Response

  Date: 12/21/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS notes your claim was opened on 11/28/2022. After the claim start, the assigned adjuster attempted contact with your repair facility within 24 hours. Your repair facility did not answer, and a voicemail was left with instructions on how to proceed with the claim. Just over a week went by before contact was successfully made with the shop. Once this contact was made, your repair facility was instructed to provide an estimate so that an inspection can be set. The estimate was provided and an inspection was set. After the inspection was set, there are notes stating that there would be a delay on the inspection due to the inspector falling ill. The notes state you were dissatisfied with this and inquired on rental to be informed of the rental terms. Following this, you had your vehicle moved to an ***** due to an unknown reason. The inspection had been cancelled and no further action has been taken.

  To move forward, AAS will work with you and your chosen repair facility to have the required RDI performed and send an inspection to verify. Once the cause of failure has been verified, a resolution can be appropriately determined. If you have any additional
  concerns regarding this repair claim, you may contact American Auto Shield
  directly at 800-531-1925. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.   Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at **********************

  Customer Answer

  Date: 12/30/2022

  Invoices faxed in.

• Initial Complaint

  Date:12/15/2022

  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 paid for my repair pending the submission of my car maintenance records. Once I submitted the records CarShield now claims that my paid receipt from the repair facility is not valid because the receipt showing paid and the receipt showing I paid isn’t adequate proof to receive a refund.

  

  Business Response

  Date: 12/19/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS your repair facility called on 8/19/22 with a claim for window motor/regulator. The repair facility was asked to send photos of vehicle and cause of failure. On 8/20 you were advised service records would need to be sent due to high mileage per day so that inception mileage could be verified and claim to move forward. You advised you were traveling from Texas to Florida due to family matters as the explanation for high mileage usage.  You purchased your contract on 11/29/2021 and the mileage reported at that time was 114,089 per Carfax records show the mileage was accurate.  The service records from Carfax shows high mileage usage.

  On 8/23 your repair facility was asked again to send vehicle photos over for verifications to be completed. Your claim was delayed from 8/23-9/12 as you did not provide AAS the service records to verify high mileage and the repair facility did not provide photos of the vehicle. You called AAS several times during this period for claim updates and to clarify what records needed to be sent and to advised the repair facility was getting impatient as claim had lengthy delays. On 9/12 you advised you had paid out of pocket for repairs to the window motor/regulator.  You were again asked to provide service records to verify mileage.
  
  On 10/13 you called in to advise records were sent in and to confirm they were received. On 10/27 you sent paid invoice in for review for reimbursement for window motor/regulator repair. The claim had no movement from 10/27-12/9  due to not being authorized and processed for payment reimbursement. On 12/13-12/15 you submitted several copies of paid invoice due to invoice not showing to be marked paid or a zero balance. Payment was held up while this was clarified.  Your repair facility was contacted and stated the invoice shown was a paid invoice and that is how their invoices were structured they did confirm the repair had been paid for. On 12/15 Payment was issued by check to you for $508.80 The final invoice submitted showed an amount of $588.80 this would have been $80 short of what you paid.  The verified parts and labor on the claim showed a total of $408.80 which was the contract liability for the repair. A $100 deductible also would have applied to this claim but was not charged to you.
  

  You were issued payment for paid repairs in excess of the contract liability for the repair. There is no further refund to be made on your contract. 

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at **********************

• Initial Complaint

  Date:12/13/2022

  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 called and cancelled your contract. I asked for a refund for the payment of $74.89 on 12/11/22. They told me they was no refund because I didn't cancel 30 days prior. I read over the contract and couldn't find that policy.

  

  Business Response

  Date: 12/14/2022

  Thank you for bringing this to our attention. 

  Information about cancelling your contract can be found in Section O.1.A. We have attached a copy of your contract for your convenience. 

  CarShield will refund your last payment as a courtesy. You will receive the refund back to the card on file within 3-5 business days.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at **********************

• Initial Complaint

  Date:12/13/2022

  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.

  My complaint is with car shield. I have been paying my money to them for 6 months. First of all my car stated to give me problems in Nov last month. I called car shield and they gave me some of their referrals. Not one of the five they gave me No longer worked with car shield. I asked them why was they not working with them ? The referrals stated that car shield do bad business and do not like to use new parts. I called car shield again to let them know I still have no one to except them. They referred me to another provider . ****** , they came out did not tell me anything . I had to pay $140 for a service which they referred that gave me the answer to take it to a shop. I have been going through this for a month now. I have no car , out of money . Now I found a auto place that will except them now thy are giving them the run around. Car shield is trying everything but to pay to have my car fixed. They asked for my car repairs for one year. I sent that over. I explained *** ** ******* do my service . MBT do not work with car shield because of not replacing parts with new ones and do not have good service. Now my car is sitting in a shop that is willing to work with car shield and they are doing everything besides get my car fixed as they say. Please help me! i feel they take you"re money and not provide the service they promise on T.V. or on contract.

  

  Business Response

  Date: 12/15/2022

  Thank
  you for bringing this to our attention.

  As
  noted on the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has
  FULL authority over repair procedures, approvals, denials and payments. 
  We have contacted them to obtain information on the repair claim you have
  referenced. ******** **** ****** has informed us they will reaching out to you on this matter to discuss a possible solution. 

  If you wish to contact *** first, they can be reached at ************* 

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at ********************** 

• Initial Complaint

  Date:12/12/2022

  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.

  Been paying this bill faithfully 109.99 for the last 2yrs.. Now my truck need to be repaired and guess what?? IS Not Covered!!! Now I’m stuck!!! In my opinion this is a RIPOFF

  

  Business Response

  Date: 12/14/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per ***' notes, your vehicle was towed to your chosen repair facility with a concern of your vehicle running rough, being noisy when cold and doesn't want to start'.  Your repair facility confirmed the concerns and removed the valve cover for inspection.  Your repair facility stated that the engine is 'full of sludge' and sent photos to verify. Upon review of the photos, the adjuster verified the presence of sludge and proceeded with denial.

  At first glance, the photo of the removed valve cover shows what appears to be the interior of the valve cover packed with sludge. Upon further detailed review of the photo, there is a windage tray installed in this valve cover which is covered in oil foam, creating the appearance at first glance of the valve cover being packed with sludge. The exposed valvetrain shows minimal sludge deposits. With all of this considered, the current photos on file do not actually verify the cause of failure to be sludge and further verification will be needed.
  
  To move forward, *** will work with  you and your repair facility to gather the necessary verification of the cause of failure. Once this has been verified, an appropriate resolution can be determined. If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ******
  directly at ************* As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

  CarShield
  is here to address your concerns. CarShield is suing the BBB-St. Louis.
  CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit
  asserts that the BBB- St. Louis is biased against CarShield and that the
  BBB-St. Louis has used improper means through the use of misrepresentation
  relating to CarShield.  A copy of the
  lawsuit is available at **********************