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:11/21/2022

  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 dropped off my 2013 BMW iX Drive on 11/03/2022 at the ****** ******* Automotive shop. It was determined that I needed a new engine, and car Shield was notified of the problem. Pictures and estimates of the damaged engine were sent numerous times to the claims adjuster. I have made phone calls almost every day to Car Shield, hoping that my car will be approved to be fixed, but so far, all I have received are lies and excuses. Please help me in resolving this matter.
  
  Sincerely,
  ***** ***** ************ ****** ******* ***************** ** ***** ************

  

  Business Response

  Date: 11/23/2022

  Thank
  you for bringing this to our attention.
  

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

  Customer Relations

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

   

• Initial Complaint

  Date:11/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today is 11/19/22, last week while I was driving home from work my motor went out in my 2017 Kia Sedona. I purchased CarShield because my warranty went out. I called CarShield the day after my motor went out and they told me to take it to a mechanic. I took the car to the local Kia dealership where they confirmed the motor went out. I submitted to Kia all the oil changes and services done on the car. All service was done at either *** ****** or *** **** ****. My husband changed the oil once while I was out of town taking care of my sick mother. The car was always serviced in a timely manner. CarShield told Kia that to move forward they want the motor tore apart to see why motor went out. They want to charge me to have *** ****** do that. Kia told me they have never seen CarShield ever pay for any repairs and that I will get stuck with the bill for tearing the engine apart. They are a scam in my opinion and their actions are causing me great hardship since I thought I had coverage in the face of costly repairs. I purchased this extra coverage for piece of mind and all I got is a bigger headache. My car is at ****** ****** *** *n Monroe, LA. They have all service documents.
  Thank you,
  ******* **** ************

  

  Business Response

  Date: 11/23/2022

  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. You presented your vehicle to your chosen repair facility with a concern that your 'vehicle will not start, son is a mechanic thinks that engine is locked up'.  You repair facility's initial diagnosis verified the concern by attempting to turn the crank by hand. There are no DTCs noted. The repair facility is recommending to replace the engine to resolve the failure. The claim is currently stalled due to you not wanting to authorize RDI.\

  Upon review of the ****** for this vehicle, it appears that this vehicle has been serviced at extended intervals recently. Proper maintenance per the manufacturer recommendation will need to be verified to proceed with the claim.
  
  Based on your concern and initial diagnostic info, it does appear that some RDI is needed to verify the cause of failure. Based on what is provided, the RDI needed to verify the failure should be minimal.

  *** will reach out to you regarding your options on this matter. If you wish to contact them first they can be reached at ************.

  Customer Relations

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

  Customer Answer

  Date: 11/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  it is not factual.  Nobody has reached out to me about my complaint either. My vehicle is still sitting at the Kia dealership waiting on a resolution.  I am requesting that the legal team reach out to me because I was told that my claim has went to legal because of the Better Business Bureau complaint.  My phone number is ************.  I was given an email to contact the person over my claim and I wrote him.  He has not responded to me. 

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

  

  Business Response

  Date: 11/28/2022

   

  A Legal Claims Director for *** sent you at email at approximately 4:20 EST today, 11/28/22.  Please see that email on how to move your claim forward. 

  Customer Relations

   

  Customer Answer

  Date: 12/07/2022

  I have made a previous complaint against Care Shield. My motor died and the vehicle has been at the Kia dealership ever since then. It has been several weeks now. I talked to ******* ***** in their legal department and he said he was waiting on me to give permission to the Kia dealerships to break the motor down to see if they will pay for repairs or not. I gave ******* ***** and the Kia dealership permission to do the work since I have taken care of my vehicle and want my motor replaced. I have heard nothing from either the Kia dealership or ******* even though I have reached out multiple times to them. My vehicle is just sitting there collecting dust. Please help in this manner or let me know what further actions I can take. ******* **** ************

  

  Business Response

  Date: 12/07/2022

  ******** **** ****** has informed us they spoke to you today, 12/7/22 and give you an update as the status of your claim.

  Please contact *** with any additional questions or concerns.
  

  Customer Relations

• Initial Complaint

  Date:11/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They spend money on fake Google ads. They don't actually have real Google because if they had it would be the same. 1 star. They are the worst unlike the carchex , endurance. They also shady but they at least cover 1 or 2 if you lucky. Car shield is the worst of all. They cover nothing. It's good that they have been sued already in court. They are suing bbb which they will lose for sure because everyone is getting to know it's the shadiest of all. They ask you nothing when they giving you insurance but they will ask you to rip your engine and actually pay for it or asking for oil change and maintenance , they have all gimmicks to not reimburse you . The reply is same we went over your contract and it's not covering it. Please do your research and check the actual Google rating which they and same other shady companies have none. They are all paid google ads page which they have paid for and you can see but can't do anything.

  

  Business Response

  Date: 11/21/2022

  We appreciate you bringing this to our attention.

  Based on the name, phone number and email address provided in
  your complaint, we are unable to locate your CarShield contract. Please email ****************** with your contract number so that we can properly address
  your concerns.
  

  We look forward to hearing from you.
  

  Customer Relations

• Initial Complaint

  Date:11/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car shield has false advertisement stating any shop works with them which is not true.

  

  Business Response

  Date: 11/21/2022

  Thank you for bringing this to our attention. 

  Carshield and your administrator, American Auto Shield, are
  open to and willing to work with any repair facility that you select. 
  However, each repair facility is able to determine who they wish to do business
  with as well.  In this case they have refused to do business with
  you.  There is nothing that CarShield or AAS can do to force any repair
  facility to work with you. 

  If you would like assistance in contacting a repair facility in your area that has worked with CarShield coverage in the past, please contact our customer service department at *************

  Customer Relations

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

• Initial Complaint

  Date:11/19/2022

  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.

  This complaint is also filed with ******************** complaint ID#******** Filed 10/26/2022 On July 25, 2022 I filed a claim on my 2011 ****** forester claim #******* With ******************** which is the administrator for CarShield where I bought my car warranty contract # MRF4214225 and they have not given an approval to replace the engine as needed per the certified mechanics diagnostic test. I have paid over $500 to this company for this warranty and they are not upholding their end of the contract. Instead they request that I do a teardown of the engine which cost $3000 and does fix my car just for them to determine what caused the engine to go bad. And needed my authorization to hold me financially responsible for them to do further investigation. And Im the contract it says they may have to do this process to a covered part there was no reason for them to have to do this process because there was no evidence of lack of maintenance or miss use of the car in any way and it is posture us to take apart a cars engine that is already bad has been established that from a certified mechanic its absurd! I have attached the estimate in this complaint. Ive already done sufficient diagnostic testing and it has been determined by a certified mechanic that the engine is bad due to low compression. Ive attached the invoice here. And by the way according to the coverage on the contract I shouldve been given a reimbursement for my rental car fees which they told me that I did not have and I found it out when I was going through the contract but I am not concerned about that .I want them to replace the engine as my warranty calls for and make that claim decision immediately. Ive attached the estimate for the engine replacement . Ive requested it before via email and by certified mail and they refuse to make a decision. And theyve kept it in inactive status because there is no reason for them to deny the claim. For 4 months now I want the service that Ive paid. Which was to have a warranty that covers the engine. Ive attached the contract declaration page which grants this coverage. And its covered for the engine that needs to be replaced, without me being responsible for any costs involving a teardown. And I want them to pay for the storage fees that are now being incurred at $50 a day because I cannot move the vehicle from the mechanic shop and its been there without work being done on it too long. Ive attached the text that indicates the storage fees due now ! I have cross reference the other complaint because ******************* is handling the administration of the warranty, however I bought the warranty from CarShield and they are the marketing and advertising company that offers this amazing service to a national audience using famous personalities claiming that you will not have to worry if your car should break down. They are not following through on their promises. ***** find all the documentation attached in this complaint and Im going to reject the other settlement offer which was presented by ******************** and I would set the settlement amount indicated on the agreement but the payment Must presented and available at the time I sign the agreement. And the fact of the matter is that I am not going to enter into an agreement that gives up all of my rights and any claims that I may have or any remedial that are available and specifically created to avoid this situation happening. And I wouldnt recover the check from them at that time omplaint Details On July 25, 2022 I filed a claim on my 2011 ****** forester claim #******* With ******************** which is the administrator for CarShield where I bought my car warranty contract # MRF4214225 and they have not giving an approval to replace the engine as needed per the certified mechanics diagnostic test I have paid over $500 to this company for this warranty and they are not upholding their end of the contract they request that I do a teardown of the engine which cost $2500 for them to determine what the cause was of the engine going bad I cannot be made financially responsible for them to do further investigation because Ive already done sufficient diagnostic testing and it has been determined by a certified mechanic that the engine is bad due to low compression I want them to replace the engine as my warranty calls for and make that claim decision immediately. Ive requested it before via email and by certified mail and they refuse to make a decision theyve kept me in an active status and I want the service that Ive paid for which was to have a warranty that covers the engine. its covered and for the engine needs to be replaced without me being responsible for any costs involving a teardown. And I want them to pay for the storage fees that are now being incurred at $50 a day because I cannot move the vehicle from the mechanic shop and its been there without work being done on it too long.Ive made it very clear to them that I will not sign an agreement without the payment and told me first it was going to take two days with an ACH deposit into my account and then I asked if they could send me certified check then they told me it might take up to two weeks for me to get that check because its from a third party. So my concern is when I sign that settlement agreement I will have no recourse and I will have no money ! Until Im able to receive it from them which could be at any time l,regardless of what theyve said because I have learned this process of settlement is not a guarantee of when you will get your payment sometimes have to go to court in order to demand payment and Im not willing to give up all of my rights and claims and all of my recourses without having that sealed deal finalized. So what ever they want to put in that contract is only acceptable with A check for certified funds available at the time I sign their agreement. Because if they were performing the duties in their contract I wouldnt have to wait for a check they would pay the facility directly and I would not have all of these extra ordinary time-consuming things to do. In the settlement agreement they state that they are reimbursing me for the cost of repairs for my car in an effort of goodwill it does not cover the cost of repairs to my car, however I will accept this offer to get this claim settled but I will not agree to something thats not true, because I am not getting reimbursed for repairs my car is still out if service! They need to use the correct language in the contract. Because the contract that I would be agreeing to has a lot of possible repercussions against me for many different things that I could be accused of and I have not done any of those things but I dont want to be misrepresented in anyway and I will abide by the truth of the matter. And I really appreciate the effort that they are taking now to settle this claim and looking forward to a speedy Final resolution.

  

  Business Response

  Date: 11/21/2022

  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.

  Since CarShield does not make any decisions regarding claims, we are attaching AAS' response the complaint you filed against AAS. This will stand as CarShield's answer as well. 

  Please contact either company to accept the full refund offer and the Settlement and Release Agreement will be drafted for your electronic signature. 

  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: 11/22/2022

  Complaint: 18438387
  
  I am rejecting this response because: 1. It does not include the settlement offer an agreement that was offered to me by the legal representative which should also contain that the payment arrangements to me that I will receive payment upon acceptance of the *** and I want to bring up a few issues and clarify the chain of events that lead both Car shield and ******************** and myself to this point In response to Car shield and Autoshields response to my complaint in regard to the need for the teardown process to determine the cause of failure at that time the certified technician recommended and discovered the fact that the engine needed to be replaced please find attached invoice indicating that information and The cost of the teardown process is over $3000 and in my authorization for it would indicate that I would be responsible for paying it if for any reason Car shield or ******************* did not pay it so I was not willing to take that responsibility and I told them if they wanted to do it it was fine but I wont be responsible for the cost .
  

  In the contract which Ive included the page that states a teardown process may be necessary  however I dont think that in this instance it is appropriate plan of action because it does not fix my car and it costs an in ordinate amount of money I will send more information to you via another email because this answer has a time limit on it
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/23/2022

   

  In our response, we asked that you email ******************************* to confirm the offered resolution and THEN we will draft the Agreement and email it to you.  Please send that email at your earliest convenience and we will start drafting the document.

  Also 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. 

  Customer Relations

  Customer Answer

  Date: 11/23/2022

  Complaint: 18438387
  
  I am rejecting this response because: the settlements  agreement that I just received Doesnt include the payment details of having the payment presented at the acceptance of the settlement and it still says  they are reimbursing for repairs, they cant reimburse for for something that I havent paid for so it needs to reflect the proper language.  *** responded to thier email and I told them that I would be agreeing to release them from all claims and I would have no ability to pursue any further avenues to recover and claims and even if I dont receive the payment I would still be bound and I could face severe repercussions if I dont abide by the terms of the agreement and Ive asked them to make the proper amendments to include these very important details and to respond ASAP so we can move forward and resolve the dispute.
  Sincerely,
  I
  ***************************

  Customer Answer

  Date: 11/29/2022

  I just received from ******************** on behalf of Car shield stating that I have excepted Car shields offer to give me a refund which according to the response that I gave in your website, it states that I rejected the offer and Im sending this in addition to the previous email that Ive sent regarding you re-opening the complaint because this company obviously has no intention on paying me on this claim under the settlement terms that they have set forth. That is why I have insisted that the present the certified funds at the time of my acceptance

  

  Business Response

  Date: 11/29/2022

  ********************,

  As stated in our email response to you, CarShield will draft the Agreement and email it to you for your electronic signature. Once we received your electronic signature, we will issue the refund to you. This is a standard procedure for any customer receiving a refund.  If you chose not to accept of our offer of a full refund, you will need to contact ******************** as CarShield has no authority over claims decisions. 
  

  A full refund is the only resolution CarShield can offer.  If you have decided you do not want CarShield to draft and send you the Settlement Agreement which is the complete opposite of what you asked us to do in your November 23rd email, please email *******************************

  Customer Relations

   

  Customer Answer

  Date: 11/29/2022

  Complaint: 18438387
  
  I am rejecting this response because:
  
  I reject this offer because it does not give me what was promised in the vehicle service contract that I purchased from you. The previous rejection that you are referring to on November 23s email ,was in where I asked you to draft the settlement agreement was  pertaining to the settlement agreement that was offered to me from ********************.  I have attached that settlement agreement offering to pay me $6628.83 to reimburse me for the cost of repairs and that was the settlement agreement I was asking you to draft and send to me so that I could sign it, and accept  it. however it I expected it to include the payment details in the agreement, and that the payment would be presented to me by certified funds upon acceptance. so to be clear on this matter according to the contract information that you sent to me, it indicates that you, Car shield is the marketer/seller and ******************** is the administrator, and that my car is covered for the engine, which needs to be replaced among being covered for other components so I have submitted a claim for this coverage to be utilized in the replacement of my engine Ive included the certified repair shops estimate for claim number #******* which is for the contract number MRF4214225 that I purchased from you on June 4, **** the total cost of repair as indicated on the attached estimate is $10,233.39 and I want you to either replace the engine has indicated in the vehicle service contract that I purchased or you can pay for the cost of repairs which is $10,033.39 less my $200 deductible as stated in the contract. this claim was filed on July 25, 2022 through my repair facility Expert Carcare to your claims administrator ******************** . 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/30/2022

  Sure Ive changed her permission so you should be able to open the document now, but if you cant for any reason, please let me know and I will see what I could do to send it in another format. And also I spoke with ******************************* of Car shield and she said she would be updating the settlement agreement and it would be coming from Car shield with the payment details that say as soon as I signed the contract, they will overnight a check to me, so Im just waiting for the document and then I think that we will have a resolution  . Thank you.

  Customer Answer

  Date: 11/30/2022

  I accept the company response. 

• Initial Complaint

  Date:11/18/2022

  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 contract was cancelled due to miscommunication with a payment arrangement they did not advise me that I was going to be cancelled when contacting them I was told I would have to accept Lower coverage when I have paid them for almost 3 years and an error happens and this is what they do I spoke to multiple rude people that not only were very unprofessional but called me ma’am and disconnected the call rather than connecting me to supervisor I’ve been playing phone tag back and forth and it’s been just terrible experience I just want the coverage back that I originally had

  

  Business Response

  Date: 11/23/2022

   

  Thank you for reaching out to regarding this matter. 

  We have reached out to the contract administrator and they reinstate your policy once they payments are caught. A customer service specialist will contact you to get the payment information in the near future. 

  Customer Relations

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

• Initial Complaint

  Date:11/18/2022

  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 purchased a extended warranty from car Sheild and the head gasket blew out and caused the second cylinder to fill up with coolant and damaged the motor. Now when I purchased the warranty the sales person told me if an engine went bad they would replace motor. They said no. They had the ford facility break down the motor at a cost of 1800.00 dollars. But if the warranty facility said they would not cover the expense if the engine failure was from neglect for not servicing the car. I would be responsible for the break down. Well I have always took care of my vehicles. So I had no problem with them breaking it down. Then car Sheild sent a third party out and said that the block had warped and they did not cover the damage. I remind you what the sales person said.and the head gasket they said was covered but if so that was maybe the cause. They are supposed to cover bad motors. They should cover the motor replacement. Contract #**********

  

  Business Response

  Date: 11/23/2022

  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 you presented your vehicle to your chosen repair facility with a concern of 'vehicle hesitates while driving and oil leaking from front of vehicle'. The repair facility's initial diagnosis verified the concern and found the following DTCs:

  P0131 - O2 Sensor Circuit Low Voltage Bank 1 Sensor 1
  P0524 - Engine Oil Pressure Too Low
  P0036 - HO2S Heater Control Circuit – Bank 1 Sensor 2
  P0012 - Camshaft Position A - Timing Over-Retarded (Bank 1)
  
  The repair facility performed a compression test and found cylinder 2 to have low compression. From there, they were advised to RDI to reveal the root cause of failure pending your authorization. Once RDI was performed, an inspection was ordered to verify the cause of failure. The inspection revealed that the block was warped .005" beyond spec with no evidence of damage to the head gasket. The claim was denied due to the repairs not being listed for coverage, as the head and/or block is not listed for coverage unless damaged by another listed component. To further support the denial, TSB 19-2346 outlines this failure as being a manufacturing defect with the solution being to replace the whole long block.
  
  With the contract having a previously paid claim and the current adjudication of the engine claim being correct, as a resolution CarShield will refund your payments in full MINUS CLAIMS paidupon
  execution of a Settlement and Release Agreement. Please email
  ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing.

  Customer Relations

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

• Initial Complaint

  Date:11/18/2022

  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 took my truck to **** ****** ********* dealership with a transmission problem and they said that the transmission had to be replaced with a new one,the transmission cost $3,824.50, carshield said they would only pay $2,500.00 for the transmission and I would have to pay the different and I said I would,know they are giving the dealership and me what seems to be a run around on payment . The dealership has had my truck for 7 weeks now and they won’t pay the bill. The contract #**********.I just would like to get my truck back and the only thing stopping this is them paying the bill.

  

  Business Response

  Date: 11/23/2022

  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.

  You repair facility advised they would accept a vendor part and then refused to accept part in the middle of a vendor part being shipped out to them. This caused *** to have to make efforts to return the part and get the claim claim reauthorized due to your repair facility being unwilling to accept parts. This caused lengthy delays for you that could have been avoided had your repair facility communicated that they would not accept parts when claim was authorized.  The claim was authorized for $1299.68 for labor and fluids as a credit towards the repair facility part in the amount of $2500 which was the cost of the vendor part can be authorized to your repair facility per your contract liability. Any remaining costs would be your responsibility.

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

  Customer Relations

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

• Initial Complaint

  Date:11/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid them 79.00for almost a year car broke down wed and they are refuses to honor it they said that it was not a covered to me they are putting false advertising they said that they sent a copy of the policy for me to go for 30 days and then I can cancel the account which is a lie I want them to return some of my money ?? I hate liars and give me a apologies for the false advertising they are not answering the phone calls and the supervisor was supposed to call me back and didn't they prey on people we are disabled and living on a small income I want something done now

  

  Business Response

  Date: 11/22/2022

  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 the latest concerns with your contract mostly revolve around items that are not listed for coverage such as the axle seal and alternator. They noted you did have a concern with a motor mount which is listed for coverage but chose did not move forward with it. A list of covered components can be found in Section B of your contract. 

  You contacted CarShield on numerous occasions throughout the time you have your contract and never mentioned that you had not received the contract. Our records indicate the contract was emailed to you on 7/4/21 which is the day after the first payment was made.   We have attached a copy for your records.

  You can keep your contract for future covered repairs or you can cancel your contract at any time. Although CarShield has no contractual obligation to refund any payments, we will refund your last 8 payments upon
  execution of a Settlement and Release Agreement. Please email
  ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing.

  Customer Relations

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

   

   

• Initial Complaint

  Date:11/18/2022

  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 purchased a contract with this company. I have paid $100/mo for two years. I had issues with my car. I needed the engine oil coolant pan replaced. They denied my claim. When I signed up with them, they told me the engine, transmission and electrical issues would be covered. I cancelled the contract after paying them $2000.

  

  Business Response

  Date: 11/21/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS' notes, the concern is an oil leak coming from the engine oil cooler housing. This is a platinum contract and does not have coverage for these failures. The claim was correctly adjudicated and denied because the component is not listed for coverage. A list of covered components can be found in Section B of your contract. 

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

  Customer Relations

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