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:05/23/2025

  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.

  This is a complain against CarShield and it's contract administrator ********************. CarShield hides behind arbitrary decisions made by the latter organization without providing written documentation about how claims are decided. One CSR will tell me one thing, tell the repair shop something else and no one on either end follows through with written documents showing exactly how much and why a claim is decided the way it is. CSRs, for the most part, are arrogant and speak over me on 2 different calls with 2 different CSRs indicating their training is to barrage customers with information that is scripted and duplicitous: They know fully well that the documentation I'm looking for hasn't been communicated to the repair shop but follow up with "it's not our job to make sure the repair shop got our emails. To date I've paid $5,399.73 for coverage of my 2016 ************* C-300 and this is my first claim. The contract I signed is vague when it comes to how determinations are made about how parts and labor decisions are made and the company has stonewalled providing the same to either me or the repair shop.

  

  Business Response

  Date: 05/28/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for all veritable labor and components per the terms of your contract. However, it was discovered that your repair facility does not allow for shipped in parts nor are they willing to negotiate on parts pricing. They are also charging over MSRP for parts causing a $1428.36 difference in authorized parts pricing. Finally, the repair facility is also charging over the verified labor time for the axle replacement of 3.3 hours.
  
  
  As stated within your contract, If the repair facility does not accept shipped parts, your Administrator, ********************, may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. Additionally, your contract states  authorized labor hours needed to perform repairs will be determined by ******************** using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be  your responsibility. 
  
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $2400.00 upon the execution of a settlement and release agreement for contract(s)MRF4317946  and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/22/2025

  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 April 19, 2025 i filed a claim with Car Shield in regards to my vehicle. They instructed me to take it to a shop near by to confirm the issues with it. I took the vehicle to the shop on April 21st (their first availability). The shop said the vehicle needed a new transmission. Car shield sent out an inspector on April 24th. The inspector finally got his report in to Car shield on April 29th and the Adjuster was then able to issue the claim to replace the transmission. I was told the remanufactured transmission would be ordered and delivered by May 8th. May 9th we were told the new delivery is now May 19th. May 19th I was told the transmission was lost in transit and they're working to locate it. Then I was told that the transmission was never shipped and it was on back order for 29 days and that the remanufactured transmission is no longer an option. I could either get a credit, and pay 2k out of pocket to the shop for their transmission, OR I could settle for a USED transmission with 96K miles on it. There is a huge difference between a used transmission with 96k miles on it and a remanufactured transmission. I have read several other similar stories online like this, and this is unacceptable. They promised me a remanufactured transmission, that is what I should be getting.

  

  Business Response

  Date: 05/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly in accordance with the the terms and exclusions of the Vehicle Service contract ("VSC"). 
  
  
  Upon review of your file, it was discovered  that your claim was initially authorized for a remanufactured/rebuilt transmission. However, upon learning the shipment time needed to obtain the part, your claim was  was reauthorized for most cost effective parts to be replaced via a used transmission to go towards the repair facilities supplied transmission. Your claim was authorized for additional rental due to the delays for nearly double the maximum permitted within your contract as a courtesy. 
  
  
  As stated within your contract, your administrator may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of your vehicle at the time of repair.  If you decide to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. You had authorized to use the repair facility's parts on 5/22/25 on a recoded line. 
  
  
  Your claim has been authorized for $5,995.74 toward your repairs, and $2,004.18 toward supplier parts. As you have authorized to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair, and the outstanding out of pocket cost will be deemed your responsibility per the terms of the ***. No further authorizations will be added as the liability of contract has been met. 

  -Customer Relations

• Initial Complaint

  Date:05/21/2025

  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.

  The engine light came on, on my vehicle. I called car shield on or about 4/21/2025. They suggested that I take mt vehicle to V.I.P. Auto Service Center here in *********, **. Which I did. The mechanic informed me that the problem, was the THROTTLE BODY ASSY. Which is part of the engine. That is why the engine light came on. The mechanic called Car Shield. Which I informed the mechanic, that I had car shield. The mechanic informed me that he called car shield and that they do not cover that work. He (the mechanic) said that he did not understand why that is not covered. Because that part of the engine is vital, because without it, the engine does not run. It cost me $1,303.18 to have, my vehicle fixed. Which I had to pay for out of my pocket. When I was paying $109.99 a month to car shield for over three (3) years. I no longer have car shield.

  

  Business Response

  Date: 05/27/2025

  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"). 
  
  
  CarShield provides a wide variety of coverage for many of your Vehicle Service Contract repair needs. However, items such as the throttle body are 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 section "General Exclusions" of your contract.
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a one time payment of $1,303.18 upon the execution of a settlement and release agreement for contract(s) MRF3156314. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:05/21/2025

  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.

  For 5 years car shield accepted and collected premiums of $200 to $300 every month sending me a contract of car coverage Gold plan after 5 years I had a breakdown of my ac and my 4 wheel drive, I took the car to my trusted Auto shop with a copy of contract of coverage, after many days my auto shop submitted a repair bill of around $ 3 k to fix both items I checked my contract and it clearly stated every single item was covered the shop called me back later that afternoon and told me car shield had refused to cover my repair due to a branded title when I purchased the contract I told them it had a branded title to the salesperson and they ensured me that they ensured those cars and I was a ok so fast forward 5 years of payments totally around $15,000 in premiums they collected from my bank account they replied to me that when they did a routine check if vin number it shows branded title, I politely asked them to complete this one claim of $2500 after me paying them $15,000.00 and I would call it even they still refused I said so if I didnt have coverage then they owe me back pay of premium of 15k they refused and said they not only wasnt going to fix my car but they were also not going to return a dime in premiums collected even though they stated I didnt have coverage cause my branded car I offered to send them photos of my car completely restored and they declined and started collecting premiums for 5 years, it clearly states on internet and I asked them personally do you cover rebuilt titles and they said yes and took my money for 5 years and they would have for another $15,000.00 until I had a claim at which time they weasel out of honoring their own contract that I have a copy of that clearly covers the items needing fixed now after paying them for coverage which they say I dont have then they should return my premium as they paid for no repairs so they were not out any money only I was now repair shop wants $2500,00 from me so I can bring my car home,

  

  Business Response

  Date: 05/27/2025

  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 your vehicle has a branded title and your claim was denied due to no branded title surcharge being added to your contract at the time of inception. At the time of inception for contract(s) MRF4820130, your wife had stated you experienced fraud with your bank account and that was the reason the payment(s) for both of your prior contracts could not be debited. Your contracts were cancelled for non-payment. However, your wife was quoted for both vehicles to begin  new contracts. On a recorded line, time stamped 13:30, your wife was questioned whether either vehicle had a branded title to which she replied; "No". She then proceeded forward with purchasing the Vehicle Service Contract(s). Following the inception of your contract, you had called in to discuss the rates for your month to month payment plans. At no point did you disclose that you had a branded title on your vehicle. 
  
  
  As stated within your contract, repairs if your vehicle has had a title indication of branded title, unless surcharge was authorized by administrator are deemed excluded from coverage and would not be eligible for the claims process. 
  
  
  CarShield has no contractual obligation to refund you due to failure to disclose a branded title at the time of your contract(s) inception. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4820130 and a six month refund for contract(s) MRF4820126 upon the execution of a settlement and release agreement for contract(s) MRF4820126, and MRF4820126. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Customer Answer

  Date: 05/30/2025

  Complaint: 23361590
  
  I have reviewed the business' response and am rejecting it because:
  
  I was told about a week before my car was in the shop that all was good and authorized me to have it towed in at your expense Ive never been reimbursed for that tow and my wife was not aware of a branded title nor was I however I did reveal to the salesman on the 1st call 5 years ago that it had a rebuilt title and offered to send pics which they stated was not necessary and covered it my argument is if I didnt have coverage then I should be entitled to more than 12 months on 1 and 6 months on the other after collecting 5 years of payments 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/02/2025

  Mr. ********,
  Based upon the review of our files, it was discovered that you had disclosed that your ****** Maximum (contract MRF3311385) had a rebuilt title on 8/4/2020 upon purchasing your contract. You were then asked to confirm whether your vehicle had a branded title, and to call back in to disclose this information. On 9/20/23, your contract was cancelled for non payment. On 10/6/2021, during your initial sales call for contract MRF3895384, you were asked whether your ****** had a branded title, to which you responded, "I have been the fifth owner. To my knowledge, no it does not". Your contract was then cancelled on 9/22/23 for nonpayment. Your wife had initiated to reset up coverage for both of your Vehicle's on 10/5/23 for your ******( MRF4820126) and your Hummer (MRF4820130). Upon setting up coverage, your wife was asked whether your vehicle's had a branded title, to which she responded, "no". During the length of time your 2006 Hummer was under CarShield's Vehicle Service Contract, at no instance was a CarShield employee informed by you that your vehicle was in the possession of a  branded title. 
  
  
  It is not CarShield's responsibility to pull titles to ensure that the appropriate surcharge is added. You are asked at the time of sale. 
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a full refund minus claims paid for contract(s) MRF4820126 and MRF4820130 upon the execution of a settlement and release agreement. This will be CarShield's final offer. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:05/21/2025

  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.

  My mechanic tried to submit a claim for alternator repair and cause you sent it back saying the *** number was not matching their records and my vehicle is 2013, not 2012 like their records have. Every time I submit a claim for repair they always find a way to turn it down.

  

  Business Response

  Date: 05/23/2025

  Mr. ******,
  Your Vin number was corrected and you were approved to continue coverage per the receival of your odometer reading. However, an odometer reading was not provided for nearly two years after the purchase of your contract. It was found that your reported inception mileage was incorrect by over thirty thousand miles. Due to the mileage discrepancy, you are ineligible for your current level of coverage and will be cancelled effective immediately. CarShield will issue a full refund of contract(s) MRF4728598 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 

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/21/2025

  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.

  We have been trying to get our truck fixed for 6 months. It needs a new engine and Car shield is doing everything they can to drag their feet. We replaced the computer, the fuel injectors, submitted tests of poor compression in one cylinder and carshield asked for pictures requiring us to tear the engine apart with no approval to rebuild it or replace it. Im active duty military and have to move in 4 weeks also. Carshield said if we move that we have to start this whole process over. This is utterly ridiculous that they will not pay out on a policy.I would like authorization for replacing the engine as shown by the submitted tests for any location or authorized car shield repair place we choose.

  

  Business Response

  Date: 05/23/2025

  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 decision is currently pending a verification of failure.
  
  
  As stated within your contract, any part that has not broken or failed, even if a repair facility has recommended repair or replacement will be deemed excluded from coverage. Your claim is currently pending a verification of failure for the reported concerns by your repair facility. . As there has been no verification of failure presented, the claim decision will remain pending this verification to determine coverage. Without a proper verification of failure, your claim cannot progress forward. Once a verifiable failure is presented, it will be reviewed by your Administrator for coverage per the terms and exclusions of your vehicle service contract. 
  
  
  
  Respectfully,
  Customer Relations.

  Customer Answer

  Date: 05/23/2025

  Complaint: 23360236
  
  I have reviewed the business' response and am rejecting it because:
  
  The car repair facility has submitted all the tests showing that cylinder 5 is not getting the right amount of compression.  Youre now asking for random photographs of the engine that has nothing to do with the cylinder not firing properly.  The only way fix the problem since weve already replaced the trucks computer and fuel injection system, spark plugs and wires is the engine itself.  You simply want to drag out this process until we give up so you dont have to pay out on the claim.

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

  

  Business Response

  Date: 05/27/2025

  Mr. ******, 

  As stated in our previous response, your claim decision is currently pending verification of failure.

  Per review, this concern of a cylinder 5 misfire began on claim ******* on 3/5/2025 at mileage shown as ****** where a fuel injector was replaced and this concern repeated into claim ******* on 4/7/2025 at mileage shown as ****** where a PCM was replaced. This exact same concern is being reported now as an engine failure with low compression in cylinder 5 that has not been identified, and no attempt at a verification of failure has been shown other than a compression test. As there has been no verification of failure presented, your claim decision will remain pending this verification to determine coverage. 

  -Customer Relations 

  Customer Answer

  Date: 05/30/2025

  Complaint: 23360236
  
  I have reviewed the business' response and am rejecting it because:
  
  We keep being told to provide proof of failure, but the body shop that is affiliated with car shield says that the compression test is how you prove failure.  If there is another test, please tell me what that is.  Otherwise please deal with your affiliated repair shop so they know what to do.
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/21/2025

  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.

  Back in January my check engine light came on, I took my truck to the shop and they said a misfire code popped up and that I need spark plugs. Considering my truck is a 2017 I figure it would make sense to get some type of warranty. So I got carshield. Well in March my car stop working and I had carshield tow it to my local jeep dealership. They told me the starter went bad so they put in a claim to carshield that was denied they said they don't cover starters. Since my car was already at the dealership I decided to get a full diagnostic where they found coolant leaking damaging my coil pack. So they put a claim in to carshield for that. Carshield told the dealership they needed a tear down in order to approve the claim. As requested they did a full tear down of my truck. They approved the claim and said they would just replace the engine. The dealership called me to tell me it was approved I just had to pay deductible. So I call to confirm with carshield and they said the same thing that it was approved they were just out sourcing the parts. So I didn't hear anything for over a week so I call carshield and they said the dealership was giving them a hard time about outsourcing the engine. So I called the dealership and between the two of them they came to the agreement the the engine would be outsourced. Almost 2 weeks went by and my truck still wasn't fixed so I call carshield only for them to tell me my claim is no longer approved and that the pulled a car fax and need the service order from the dealership. 2 more weeks go past still no word, so I call again and they tell me that they are denying my claim because of the misfire code from January and that they are not going to pay for the teardown that they requested and approved the dealership to do. If they needed a car fax on my car it should of been requested before they approved the claim not after. So now I'm stuck with 1200 dollar teardown fee and getting my truck fix. This whole process to two months.

  

  Business Response

  Date: 05/27/2025

  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 your vehicle was still within the "waiting period" of your contract. As stated within your contract, your breakdown coverage begins after either of the following days & mileage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective
  Date. Breakdowns that occurred prior to the contract purchase date or during the waiting period are considered pre-existing conditions and are deemed excluded from coverage. A service record was presented from the day prior to the inception of your contract that shows the vehicle was exhibiting the same issue the claim was filed for. Your claim was properly denied for pre-existing conditions.
  
  
  However, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $1386.75 to you to be used toward your "RDI" cost 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:05/20/2025

  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.

  Beginning in December 2022, I signed up for CarShield warranty for my 2005 For Explorer Limited with less than 35,000 miles. Garage maintained, meticulously cared for. We were very fortunate for not needing major repairs other than yearly maintenance. When repairs were needed, we contacted CarShield for a list of shops: which was supplied, however 2 days of visited shops that CarShield gave us. It was embarrassing when we mentioned CarShield was my warranty. Please see attached letter. 

  

  Business Response

  Date: 05/20/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 

  Upon review of your complaint, you have stated that you "paid $3000.00 of repairs needed out of pocket". Please forward your final invoice for these repairs to ****************** and your Administrator, American Auto Shield, will review your invoice for potential reimbursement per the terms and limitations of your Vehicle Service Contract.

  -Customer Relations 

• Initial Complaint

  Date:05/19/2025

  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 purchase in March, but this was the wrong decision and worst experience. I have a used vehicle I have owned for a year. Doing routine oil changes and maintenance service I decided to purchase carshield for added protection. Literally a couple of days after my waiting period my vehicle started acting funny. I decided to contact them and check my options. They referred me to a local shop to have it looked at. Turned out my transmission went out and needed to be ***laced. I signed up for platinum coverage which covered this. They sent their inspector to the repair shop and made their own decision that it was a long term issue that previously existed so the claim was denied. They ask you all these questions about the condition of your vehicle prior to signing up and I had no known issues or warning lights on in my vehicle. My car was due for transmission service at 100k according to my last all around vehicle inspection which was provided to them. I had know knowledge of a prior issue going on with my car. They quoted to me "we are not blaming you" but this is what it is. Not only did I not receive any contact from a claims **** I had to call in to find out information and what was happening on my claim. They **** have great customer ********************** skills but do not know how to explain or handle an account leaving you confused. They barely contacted the repair shop as well. I never received any returned emails. I did not know information needed was being requested unless I called in and it was told to me. I tried to dispute the claim being denied due to the unfairness of the situation and the entire reason for paying for a premium like this. They were apologetic and proceeded to offer a credit of ****** towards the repair I'm coming out of pocket for. A claim *** contacts me today to tell me about the denied claim and that they will not even be awarding the credit that was promised cause I don't meet the deductible amount, but calling me for a monthly payment. Absurd.

  

  Business Response

  Date: 05/21/2025

  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 discovered that your claim was authorized for Initial cause of failure for a pump seal failure as a credit to be applied towards a transmission repair with transmission being denied for continued operation with a long term transmission fluid leak. However, your authorization amount would have been less than your VSC's $1000 deductible amount and therefore would be considered your responsibility per the terms and exclusions of your contract. 
  
  
  As stated within your contract, breakdowns that occurred prior to the contract purchase date or during the waiting period. Upon review of your claim, it was determined that your claim could have been denied outright for preexisting failure as inspection photos show long term transmission leak and rusted brake rotors which are a direct indication of this failure predating the purchase of the contract and would have predated the 27 days your vehicle was in coverage. Furthermore, there were no DTC codes present at inspection and thus there would be no failure of the transmission verified.   Per the pulled Carfax report, your vehicle has been into three  different repair facility's during the ownership period and the fluid should have been checked and the existing  leak should have been correctly repaired. As photos submitted  show this is not a new leak but a long-term leak, your VSC would have no liability for these repairs. 
  
  
  
  Your claim was authorized for  $381.84 toward your rental, and has been paid to the rental company. As your claim payout exceeds what has been paid into your contract, there will be no refund due. 

  -Customer Relations

  Customer Answer

  Date: 05/21/2025

  Complaint: 23349020
  
  I have reviewed the business' response and am rejecting it because:
  
  Because the business is getting over on people. They have these mechanics break these cars down to deny the claims. This has not just happened to me but other customers as well who have had a similar experience with car shield. Sounds like they are still blaming me for a long term issue I had know knowledge of because as I have stated I only have been the owner of this vehicle for a year. The credit was told to me by their *** that it would go towards the repair not mentioning the payment towards the rental. I would like my premium payments refunded back. The way this has been handled is unjust and car shield shows that they have no regard for the customer. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/21/2025

   

  As stated in our previous response, since the amount paid for your rental is more than you paid into the contract, there is no refund due. 

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

  Customer Relations

• Initial Complaint

  Date:05/17/2025

  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.

  Been paying car shield for 3 years never had a claim. My car needed a new engine. ****** dealership has had my car has been for over 30 days. Car shield sent 2 used engines. 1st one cracked, second one has a leak. The manager said he was waiting on carshield to verify who was paying to fix the leak on the 2nd engine. The mechanic show me photos of the 2nd engine that had a leak. 2 days later I was told to pick up my car. Car shield claim the mechanic said there was no leak. The next day i get another call, telling me engine light came on. and the person who works on this issue, will be out for 5 days. Carshield refuse to extend my car rental, I had to pay for the extra day. The dealership assistant service manager and a representative from car shield keeps giving me conflicting stories. The bottom line is I have no car, car shield refuse to extend my rental, refuse to put a new engine in my car, are sending random engines and dont know its history, I never get to speak with my adjuster. They have not made this process easy, nor are they living up to their advertisement I see on tv commercials. I want my car fixed and I want a rental car until my car is fixed. Car shield kept sending broken motors and **** extend my car rental, due to their errors in judgment with these used engines. The $100 is for the extra day, I kept the car after, I was told my car wouldnt be ready. Im calculating $500 is what I will pay to someone to take me to work until I get my car back.

  

  Business Response

  Date: 05/20/2025

   

  The CarShield legal department has contacted *** and Mrs. ******** and we are working on a resolution. 

  Customer Relations