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:05/21/2025

  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

• 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.

  I purchased a vehicle extended warranty from Car Shield in August 2022 and they have been taking the money out of my account since then. This week I actually needed to make a claim. I called the company to find out exactly how I go about doing this, and I was told that my policy had been red flagged. When I inquired as to what that means and why, they told me that 8 months ago someone came through and decided that a bunch of policies were not any good. I was never informed of this and they continued to take the money out of my account. When I "pushed" a little to make sure I had tis right (take my money for a policy that is no good?), I was informed that I could purchase a new policy. The new policy would not be effective for 30 days and any issues would be considered pre-exisiting and then not covered. Is there anything that can be done? Ideally, I would like them to honor the original contract and cover the new engine that I need. But I guess what really burns me is the way they never bothered to inform me of the changes 8 months ago. I can't see that that's just okay. THank-you for your time and consideration.

  

  Business Response

  Date: 05/19/2025

  A member of the CarShield legal department has attempted to reach out to you to discuss the contents of your BBB complaint. Please call the number left in your voicemail at your earliest

  convenience. 

  -Customer Relations 

• Initial Complaint

  Date:05/16/2025

  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 have been paying CarShield for a year on a Dodge Ram Cargovan. Sadly, about 2 weeks ago it randomly stopped working and I took it to the Dodge dealership to get it checked out. This is where I always take it for maintenance and they have my vehicles history. They confirmed that the transmission stopped working and that it would cost approximately $7.000 to fix. I submitted a claim with CarShield and they asked me normal questions over a course of a 1 week about this claim. Just to find out my claim got rejected another week later and they canceled my contract mid-month for May because I using it for work purposes. A cargovan is almost always used for work, not for fun. They took my cars VIN # and total miles that it had last year when they offered me coverage. After paying monthly for a year, they now decide to tell me its considered commercial and thats not covered in my plan. Someone said I was supposed to pay a surcharge for commercial car coverage, which was never offered or mentioned to me when I got my plan. This whole year they knew what kind of vehicle I owned and never once mentioned this detail. I dont even know how they allowed this contract in the first place if it didnt meet their own rules? The guy last year told me to say no to everything when he read the contract. Its common knowledge that a cargo van isnt used for pleasure or regular trips to the store. I wasnt even allowed to speak to any manager when I called about this issue and they just gave me a generic info email address to contact them regarding further legal information. I am very angry and very dissatisfied with how I have been treated as well as the unprofessionalism with CarShield. I was lied to, charged monthly for a year on coverage that they NEVER intended or planned to cover, and I hope I can get some resolution over this issue because its not fair now that I owe thousands of dollars to fix my work vehicle when I thought CarShield would help me cover this fee.

  

  Business Response

  Date: 05/21/2025

   

  A member of the CarShield legal team will reach out to regarding this matter shortly. 

  Customer Relations

  
  

• Initial Complaint

  Date:05/16/2025

  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.

  Oil pump failed which trashed the engine.Carshield adjuster says they will only replace oil pump.

  

  Business Response

  Date: 05/20/2025

  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  you had received low oil level warnings and added oil multiple times before having your vehicle towed into the repair facility. Due to continued operation of your vehicle on low oil, the failure to the oil pump had subsequent damages to the engine internals, specifically the piston rings due to low oil pressure causing severe damages to the engine requiring full engine replacement. Your contract's coverage would only apply to the initial cause of failure to the oil pump and any subsequent damages would not be coverable due to the continued operation of your vehicle on low oil levels.
  
  
  CarShield has no contractual obligation to refund you past the thirty-day, money-back-guarantee that is afforded to all CarShield customers. As both your past and current claim authorizations exceed what has been paid into your contract, there will be no refund due. 
  
  
  Respectfully,
  Customer Relations 

  Customer Answer

  Date: 05/20/2025

  First I will address the refund and expiration.  Since Carshield charged my **** on April 21, 2025, (dated 23 April on screenshot of ****), this vehicle is still under Carshield warranty today.

  I can not have come up with a better example of how this company twists things. 

  While it is a minor amount of money, a refund of that along with am apology would actually be a good start. A refund of all payments back to when the last claim was filed, (I don't have access to that info but Carshield does), would at least be an attempt to take care of a customer

   

  

  Business Response

  Date: 05/20/2025

  On 5/13, you had requested a supervisor to reach out to you regarding a "failed" cancellation request on 4/7.  A supervisor reviewed the call and informed you that there were no requests for cancellation on 4/7, but rather a request to receive a one day extension on your rental, and more information regarding the photos of the cylinder that have been requested for review by your administrator.  There were no additional cancellation requests in April. The official date in which you had called to ensure your VSC was cancelled was on 5/5/25. Your account was charged on 4/21 due to your contract being a month to month policy, and no record of cancellation had been requested in the month of April. Once you were informed that you did not request to cancel in April during the supervisor call, you had apologized and stated that you had "made a mistake". Nevertheless, your contract has been cancelled at your request on 5/5.  
  
  
  Your claim has been authorized for  $2,793.06 as a credit  for oil an pump replacement to be used towards an engine replacement. Your claim is currently pending the final invoice from your repair facility for payment to be released to your repair facility. However, as an effort to resolve this matter, CarShield is willing to provide a one time payment of  $2,793.06 to you upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. There will be no further authorization added to your claim as your VSC has met its liability for coverage.

  Customer Answer

  Date: 05/21/2025

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

  I do have one problem, and one question.  I really have no idea how to get the paperwork  that Carshield is requesting. I traded that Mark ** to the dealer for a $100 credit on the car I purchased. This was because there was no way I could come up with the Thousands of Dollars needed to repair it.  My question is about my other vehicle that is warrantied through Carshield.. I do not want this to in any way affect that coverage.

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

• Initial Complaint

  Date:05/16/2025

  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.

  2013 ********** ***** has a faulty sensor that does not engage motor. Have had carshield for years Refuses to pay for repair of sensor.

  

  Business Response

  Date: 05/20/2025

  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 repair facility called in on  3/24/2025 to report hybrid battery failure. On 4/10/2025, your repair facility called in again to report a hybrid drive motor failure specifying a temp sensor for the motor which is integral to the part. CarShield Vehicle Service Contracts provide a wide variety of coverage for many of your repair needs. However, items such as Temp sensors, electric drive motors, and  hybrid battery failures are components not listed for coverage and would be ineligible for the claims process. A more extensive list of terms and exclusions may be located within the "GENERAL EXCLUSIONS" section of your VSC.
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a refund of six monthly payments for contract(s) MRF4983171 upon the execution of a settlement and release agreement. In order to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 05/22/2025

  Complaint: 23339394
  
  I have reviewed the business' response and am rejecting it because:
  
  all I am asking for a replacement of a bad switch.  If they can provide me with the language of this, then I can accept their offer.  There is nothing wrong with the battery, it is not a battery issue.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/22/2025

  Mr. *******, 

  A more extensive list of terms and exclusions may be located within section "General Exclusions" within your VSC. All components not listed for coverage will be ineligible for the claims process. Your VSC does not provide coverage for a temp sensor on the hybrid motor as a switch. There is no coverage for any hybrid related parts within your VSC.  Both components are not listed for coverage and would thereby be excluded from the claims process. If you wish to accept the offer stated in our previous response, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:05/16/2025

  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've been a CarShield customer for several years and have been satisfied with the service. They have taken of several problems without major disruption. The car that was insured was a 2004 Lexus RX. I have meticulously serviced the car for some 20 years. The mileage was about 95,000 miles. Now the bad. They advertise that they cover many things including the motor My motor went bad. The car was not drivable. It was towed to a service facility and the problem was reported. My understanding was that it would be fixed or replaced. CarShield asked the mechanic to basically dissemble the motor to determine the problem. They had to take pictures and submit them to CarShield. CarShield said since something was improper with the cylinders they would not cover the claim. Since I've maintained the car per Lexus guidelines I ended up confused. I was told to read the contract and there it was.  If any group of contaminants was found in the cylinders, the claim would be denied. I've tried to determine what could cause this problem, but it has nothing to do with maintenance. Look like when a car gets older things like this happen. That i exactly why I had insurance. To put some numbers on this situation, to replace the motor with a renewed motor, I was told by the mechanic it would cost approximately $800. The car was worth approximately $4000. The car without a motor was now worth scrap. It was a difficult thing for me. I'm one of those Social Security month to month people. I scrapped the car. Being 87 with very limited resources I feel CarShield took advantage of me even though they advertise they take care of everything including motors. I guess by putting something in the contract with contradicts the advertisement absolves them. 

  

  Business Response

  Date: 05/19/2025

  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 AAS, 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 repair facility began your claim with a report of 2 dead cylinders with very low compression. The repair facility submitted photos of one bank of cylinders that showed one of the piston tops covered with a thick layer of carbon. The same photo also showed several oil passages in the block that were clogged with sludge and oxidized oil. There was also a photo showing a cylinder head from the top that exhibited signs of poor maintenance with light sludging, very dark varnish/oxidation present. Another photo showed the bottom of a head that again exhibited clogged oil passages.
  
  
  Your vehicle history report was reviewed and it was found that your vehicle went over a year from 1/2023 to 2/2024 without the oil being changed. This is not recommended by the manufacturer. Review of the maintenance supplement for this vehicle indicates the oil should be changed with a 5K miles/4 month interval or a 7500 miles/6 month interval. Other occurrences of oil changes spanning further than six months have also been located within your vehicle service records. 
  
  
  Furthermore, engine oil breaks down, sludges up/oxidizes and stops protecting the engine when long time duration intervals between oil changes occur. This also exasperated when the vehicle is taking short trips in which condensation forms in the engine, and that is also contaminating the oil. This has been found to occur within your vehicle. Your VSC does not provide coverage for breakdowns caused by a lack of maintenance required by the vehicle manufacturer.  Breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion, foreign objects, dirt, dust, liquid, cracked rubber and/or neoprene parts, dry-rot, road chemicals, lack of proper fluids/levels of fluids will not have coverage and will be ineligible from the claims process. 

  As your previous claim payouts far exceed what has been paid into your contract, there will be no refund due. 

• Initial Complaint

  Date:05/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for car shield for a few years now they are denying a claim due to rust on a 2013 **** edge thedriveshaft needs to be replaced. So apparently a driveshaft is covered under my plan but theyre saying because of rust. Its not covered. They say they are the number one car protector in the **. Well Im not happy with this

  

  Business Response

  Date: 05/19/2025

  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 elected repair facility began your claim by calling it to report failure to the drive shaft and potentially the carrier bearing. Your repair facility sent in photos of the failures that  showed heavy build of rust around the drive shaft u joints verifying the failure to the u joint due to the rust. As stated within your contract, breakdowns caused by external causes and acts of nature including, but not limited to: collision, road hazards, vandalism, theft, fire, earthquake, tornado, flood, hurricane, lightning, rust, freezing, explosion, smoke, riot, act of war, act of terrorism, any type of animal or insect are deemed excluded from your contract. As your initial cause of failure was found to be due to rust, your claim was properly denied for the rust exclusion within your contract. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4889027 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: 05/25/2025

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