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:09/26/2022

  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.

  Aug 23/2022 to Sept 8/2022.To get my suv fix and pay for by car shield.Had to put out for rentals because the gentlemen didn’t want to do his job.So I had to pay so they would start working on my suv. Our vehicle is our liveliness to get us to work. I’ve pay out $1894.98 Which I should be refund back to me. That not how you treat customers.

  

  Business Response

  Date: 09/27/2022

  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. Your claim was reviewed by the Legal Claims Director for ***, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract. Your claim was paid out per the terms of the contract on 9/8/2022 the day it was authorized.

  *** notes you called in asking about repair facilities on 7/28/2022 but a repair facility did not call in to start the claim until 8/25/2022. The main delay in this was trying to get the cause of failure verified which was never really done. There was then an inspection set up on 9/6/2022 but it was never completed. There are out of pocket costs due to the repair facility marking up parts past MSRP and the turbo was covered at outsourced units price as a credit towards the repair facility's parts. The repair facility also charged a large amount of diagnosis time on this. The only diagnosis sent in to us was pulling codes.  Your repair facility charged $449.85 for diag. This is 3 hours at the reported labor rate. This is beyond excessive. Even if RDI had been done it would be part of the repair time. The contract covered half an hour since once again the only diagnosis info sent to *** was the list of codes. Rental was mentioned in the notes but no invoice has been sent in so nothing has been reviewed for that.  Please send in your rental invoice for the time of repair/diagnosis so it can be reviewed per the terms of the contract. You can email the rental invoice to ***********************************

  Since the claim is now paid to the repair facility using repair facility parts and it far exceeds the premiums paid there is nothing else that can be offered at this point.

  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 http://www.BBBBias.com

• Initial Complaint

  Date:09/23/2022

  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.

  My past due payment for $60 was due 9/21/22. I paid it on the 21st as asked and the company didn’t post it until the day after. They stole my money canceled my coverage and didn’t even notify me that coverage was canceled. They refused to reinstate my policy telling me I had to wait another 20 day waiting period before using the service again. I want the company to reinstate my policy without the waiting period since I paid them and they canceled without notifying me.

  

  Business Response

  Date: 09/27/2022

  Thank you for reaching out to us regarding this matter. 
  

  We have reviewed our records and the only contract listed under the phone number provided is **********.  This contact was purchased on 9/1/22 during which the down payment in the amount of $106.61 was collected. There has not been another payment taken and the contract is still very much active in our database. 

  Please feel free to contact our customer service department at ###-###-#### with any additional questions you may 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 http://www.BBBBias.com

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an extended auto warranty with this company, on July 13th,2022 my car broke down and had to be towed to the shop. The mechanic stated that the car needed an engine replacement but this company will only approve a oil pump replacement. My mechanic has told them multiple times that it does not need an oil pump, but they do not listen. This repair has taken so long and is causing me hardship. I no longer even live in Kentucky where my vehicle has been in the shop for months.

  

  Business Response

  Date: 09/26/2022

  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, aside from obvious delays on getting information from you and your repair facility and getting the requested RDI performed, this claim was adjudicated correctly per the terms of your contract.

  Your repair facility identified the root cause of failure as being a failed oil pump and due to the continued operation resulting in further sub damages to the engine bearings.   Your claim was authorized on 9/7/22 as a credit for oil pump, the cause of failure identified by your chosen repair facility and supporting evidence to back up, replacement to go towards an engine replacement. The only new item on the claim is the authorization of rental on 9/19.

  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 http://www.BBBBias.com

• Initial Complaint

  Date:09/23/2022

  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 have a warranty with car shield and I had a problem with my 2016 Ford F-150 Crew cab the waste gate rods are bad on the turbos so demontrond Ford in Cleveland tx contacted car shield and told them what the problem was they said they don't cover the waste gate rods so the dealership told them Ford only sells the turbo with the waste gates because it's all one component because the waste gates are calibrated to the turbos so car shield said the claim was denied since the turbos didn't fail which is wrong because if it's all one component it should be covered but it's not so now I have to pay $4,300 dollars to fix something that should have been covered with the warranty

  

  Business Response

  Date: 09/27/2022

  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. Your claim was reviewed by the Legal Claims Director for ***, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract. Your contract, per section B.1 covers the internally lubricated components of the turbocharger.  The failure presented here was of the wastegate and associated linkages.  They are not lubricated and therefore the failure was denied.  We have attached a copy of your contract for your review. 

  As a resolution,
  CarShield will refund your last 4 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 http://www.BBBBias.com

• Initial Complaint

  Date:09/23/2022

  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.

  Dear BBB of ********,This Carshield company is scam. They cannot be trust. This company should not be allowed in ****** They will not going to pay anything and they are cheating their customer including me! My car air conditioner did not work and I called them on 9/9/22 and they sent me for the shop that I should go. On 9/13/22 I dropped off my Mini ****** at ****************** ******************************************************************* and on 9/16/22 ****************** told me that Car Shield will not pay for my car and I need to pick up my car and pay $852.47 So I called Carshield customer ********************** to complain and cancel my monthly payment $138.60/month. If they did not pay for $852.47. I want my monthly payment from Jan 2022 back. Its so truth that this company is scam. I would like BBB to help innocent people. This company should not be allow in ****** Thank you!Sincerely yours.***************************

  

  Business Response

  Date: 09/27/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (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, there is a pre-claim for an A/C hose that failed.  The rubber hoses and AC lines are not listed in the covered components, Section B of your contract.  As such the claim was denied.  We have attached a copy of your contract for your review and convenience. 

  As a resolution,CarShield will refund your last 3 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

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

   

  Customer Answer

  Date: 09/28/2022

  Complaint: 18117943
  
  I am rejecting this response because:
  
  

  The compressor hose is part of the compressor and this is part of AC. Why this is not cover. Carshield is lying everything. I cannot even take my car to Mini Dealer but your sales person told me that I can go to any auto care! This is worse than scam. This is criminal. How is your company can get away from robbing people!

  
  

  So I am not happy and why I cannot get my money back and pay my repair bill. Carshield is completely taking advantage. I should not trust your company. I should not listen to your company, the sale person said to me so nice but not truth. This is not good! I paid credit card every month and I hope you will take good care of my car but you did not do your job.  I have the right to get my money back and your company refuse to give my money back. This is not a good company. This is robbing people. Its a lot of money $138.60/month and I paid from January 2022. The total is $1,247.40. You want to rob me for this much! I did not even ask for car rental from Carshield. I only need to fix my car if you are a good company. You should give me my money back!
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/30/2022

  Thanks for reaching out to us again 

  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 ** ******* Resolutions, of your contract. 

  CarShield will offer a full refund as a goodwill gesture 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

   

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was email ******************************* on October 1st, 2022 :

  To: Carshield Customer Relations,
  
  
  Refer the letter on September 30, 2022, can you please send check to my address $1,247.40 for full refund of contract#    MRF3984365.
  
  
  ***************************
  57 ***************
  ********************** 08831
  
  
  Thank you,
  
  
  ***************************

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