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:11/17/2022

  Type:Product 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 2 policies from this company. I have had a policy on my Audi for 3 years, and a policy on my Volkswagen for a month. They are aware that neither dealership will except their coverage, yet they continued to take my money month after month. I was lied to about how hard it would be to find quality car care that would take this insurance. I called and asked them to cancel both policy and give me a full refund. I was lied to and this policy is useless to me.

  

  Business Response

  Date: 11/18/2022

  Thank
  you for bringing this to our attention.

  Our records indicate when you called to cancel your vehicle service contracts you were offered help in finding a repair shop in your area that has worked with CarShield in the past.  You declined that offer and chose to cancel your vehicle service contracts. 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 wish to contact CarShield's customer service department they can be reached at ************* They will be happy to assist you in finding a repair facility. 

  CarShield has in no way violated the terms of your contract therefore there is no refund due after the first 30 days of the contract. We do see that you were refunded one payment on contract ********** as a courtesy.  As a courtesy, Carshield will refund your last 6 payments on contract ********** 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:11/17/2022

  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.

  I have had CarShield for over a year and I got it so that I don't pay a crazy amount on repairs as their advertisements claim. It's a lie. I went to an ***-certified dealer by the company and they had a list of things that were wrong that CarShield chalked up to being "routine maintenance". This includes repairing the ** that had gone out. They said they cover ** on the commercials but in reality don't cover the necessary procedures to diagnose the ** problem nor the coolant required. CarShield uses technicalities to not payout anything. The *** told me that CarShield was largely "Not worth it" because they deny everything and some people have even expressed it being a scam online. I either 1.) Want my money back for false advertising or 2.) upgrade my coverage at no additional cost for their top Diamond plan bumper-to-bumper.

  

  Business Response

  Date: 11/21/2022

  Thank you for reaching out to us.
  
  We have reviewed the notes on your account and do not see any notes regarding your request to cancel your contract. We will process the cancellation and refund of 6 payments. You will receive one payment back to the card on file and the remainder will be sent via check within **** business days.  Per AAS, as of now, there are no claims on this contract. There is one interaction dated 6/10/2022 listing the following concerns: front brake pads and rotors, leaking transmission lines, and leaking power steering lines. The brake pads and rotors are maintenance items excluded from coverage on this contract, and the contract does not have coverage for leaks as a standalone repair.  Your repair facility was notified those components are not listed for coverage.  You were also left a voicemail. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  This is the only evidence of any contact from you on this contract. AAS has no inbound calls from you at any time. 

  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 Answer

  Date: 11/26/2022

  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 will need time to search for an alternative warranty company before canceling. Once I find one, I will email CarShield as they requested and cancel my current plan. Thank you!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/17/2022

  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.

  trying to get a warranty settlement on a 2015, Chevrolet 3500 diesel that’s having an issue with the fuel system and needs new fuel pump, fuel rails, injectors, and some other odds and ends. The company is giving me different stories every time I call about what they’re covering and what they’re not covering and the cost that they want to pay for labor, I can’t seem to get a settlement, they want to buy some of the parts so they can save money however, they are not giving me a straight answer as to exactly what they are covering. I also need to know that if this issue happens again that it’s going to be fully covered again, what happened was the fuel pump broke internally and put metal shavings all through the fuel system and into the injectors, I need to make sure that if it happens again that the fuel pump, as well as the injectors, and all the other parts are warranted again as well as the labor costs. The shop is extremely aggravated with the games that they are playing and it’s all coming back on me. They do not want to pay anywhere near the hourly rate of what diesel repairs cost, this is not a gas engine. i’m not even sure what the actual cost that they’re willing to pay is because they gave me three different answers all around $7000-$7500 towards the repair This is in reference to claim number *******. Thank you.

  

  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. ******** **** ****** has informed us they have contacted you to discuss at length the parts options and provide you all the details of the claim. *** will then submit the claim for authorization and contact the repair facility with final numbers.

  If you have not spoken to *** please contact them 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:11/16/2022

  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.

  11/04/2022. I was having trouble with My engine over heating. I contacted car shield to let them know i will needing to take my car in to a repair shop. I was instructed there is a list of repairs shops in my area that work with car sheild. The agent started reading off shops but they were too far away. I looked up repair shops that car shield has listed in my area. I called everyone on the list. No one would work with car shield due to unpaid claims. I contacted Pepboys they said they would. I took it there and then was told I would have to pay for repair and would have to have car shield pay me. I have to date paid for many repairs. I called car shield today to cancel my policy. I was told I would not get a refund because I would have had to canceled within 30 days of my policy. Which was in the date range of the 50 day waiting period I would have to wait before I could use car shield so that this would prove this isn't a preexisting problem with my used 2012 **** Fiesta SE. I explained to sales man I had my car totalled by a driver of a truck running a stop sign. So purchased the used 2012 ****. I needed to make sure my car would have repairs covered if it. Breaks. It was told to me that the plan I have is the only my car would qualify for. $142.28 a month would make sure my car is covered. I am told I don't qualify for a refund. But no one will work with car shield. This is a company who makes sure very few parts of major repairs were ever going to get covered if ever.

  

  Business Response

  Date: 11/21/2022

  Thank you for bringing this to our attention. 

  Although CarShield has no contractual obligation to do so, we will refund your last 6 payments in consideration of the situation. We will require your signature on 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: 11/23/2022

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/16/2022

  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 completely paid for carshield Gold extended warranty. On 11-11-22 the pictures and notes of the failing part for my jeep were sent to carshield, I have been waiting for 72hrs after the pictures were sent to the adjuster from the authorized repair shop with no word until 11-16-22 when i had to call carshield for a update after the repair shop informed me that the adjuster stated they will only cover one of the failing parts and I was told that the camshafts are not covered in my warranty..the cover parts section say these internal parts are covered and are not on the exemption list. The roller rockers that are failing has damaged the intake and exhaust camshafts which will in turn destroy my engine if not fixed.

  

  Business Response

  Date: 11/17/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per *** your claim is for a failed roller rocker that has caused some minor damage to the exhaust camshaft on the right hand side of the engine. Based on the diagnostic evidence provided one roller rocker and the camshaft need to be replaced with a secondary finding of the engine mounts being collapsed.

  ******** **** ****** has informed us they reached out to your repair facility and authorized the claim for the camshaft and one rocker with associated gaskets and labor time. They also covered the failed engine mounts per the contract. Please contact them at ************ at your earliest convenience. 

  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:11/16/2022

  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 send me a letter every couple of months. I don't have a contract with them. I have a contract with my local Dodge dealer. I am not interested in their services.

  

  Business Response

  Date: 11/16/2022

  Thank you for bringing this to our attention. 

  Please send a copy of the mailer you received OR the customer id number located in the top left corner of the mailer to ****************** so that e can remove you from our mailing list. 

  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:11/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carsheild changed my mileage and blamed it on Walmart oil change that the mileage should have been higher than what was reported at the time of the intake with carshield representative. I received my contract the same day of the break down and did not notice the mileage until they denied my claim. Stating my mileage was higher. I explained I took the vehicle on a road trip and came back on the 21st day the TRANSMISSION went out. Now they are denying my claim and AUTHORIZE me a Car rental Now they're NOT Paying for that since October 31, 2022 attachments

  

  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 this claim was denied for a failure that occurred within the waiting period. This was done after a mileage correction.
  
  There are many issues with this claim. The first being that the transmission fluid is black, and slips in every forward gear. These are symptoms of a severe failure that does not typically occur within 1 day.  You are very early into the waiting period, based on the time shown at contract sale and the time shown on the invoice, it would appear that this failure is less than 24 hours out of the waiting period as shown by the reported times for contract sale and RO open. There is also a concern for continued operation, as your repair facility reported on the provided estimate that the vehicle would not shift, and you had to put it into second gear manually. If an automatic transmission is not shifting properly, and must be shifted via manual option, there is an issue with the transmission preventing it from shifting properly. The manual option is not built in as a “last resort” but is provided for customer’s who prefer a manual shift.
  
  There is a further concern for lack of maintenance, and issues pre-existing to contract purchase. The invoice provided from Walmart shows that “Oil leaks are present.” The invoice does not show any diagnostic performed, or even a check of the transmission fluid level. Only an oil change, and a check of the battery, tire pressure, and engine oil pressure. The same invoice shows a mileage that is higher than reported inception mileage (161,962), but the date is from months before inception which would make reported inception mileage impossible.  You did own the vehicle at the time of this service. After a review of the phone call the representative asked very clearly what the mileage was, and you reported it as 161,450, the representative reported it back digit by digit, and the customer confirmed it to be correct.
  
  While all of these things are grounds for either denial or partial coverage, due to the misrepresentation of mileage AAS can not consider any kind of authorization on this claim, or proceeding with any kind of coverage under this contract. CarShield will cancel your contract due to the mileage misrepresentation and refund your payments in full upon
  execution of a Settlement and Release Agreement. Please email
  ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing.

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

  

  Business Response

  Date: 11/21/2022

  As stated in our previous response, American Auto Shield 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 American Auto Shield you will need to contact them directly at ************, by mail at 1597 Cole Blvd, Ste. 200, Lakewood, CO, 80401 or see Section M, Dispute Resolutions, of your contract.  AAS dopes have the right to cancel your contract if the miles are mispresented at the time of purchase. This is clearly stated on page 19, paragraph 3 which states "The ADMINISTRATOR may immediately cancel this CONTRACT for misrepresentation by YOU when purchasing this CONTRACT, misrepresentation by YOU when submitting a claim, or if YOUR VEHICLE is found to be modified in a manner not recommended by the VEHICLE manufacturer. If the ADMINISTRATOR cancels this CONTRACT, the refund will be calculated according to section 1.b of this Cancellation Endorsement." We have attached a copy of your contract for your convenience. 
  

  As the marketer of your vehicle service contract, CarShield can only offer a full refund. If you wish to accept this offer, please email ****************** and we will draft the Settlement and Release Agreement. 
  

  Customer Relations

  Customer Answer

  Date: 11/21/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: all their response is a lie  you don't give authorization on November 9,2022 at 6:45am and give me an authorization for a Car then lie on Carfax. Nope I will take it too court I have no job. But the breach of contract I don't settle. Fix my car. I argued for weeks of lies on mileages. You can't CHANGE my miles to suit your claim.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty contract with Carshield operated by ******** ****
  i received a list of mechanics that was certified and takes Carshield warranty in order to service my vehicle
  i took my vehicle to *** ******** in July 2022 because my car kept stopping on the road
  the mechanic put out a claim to Carshield, informing them that i had a hole in my oil pan which caused a leak and damage to my engine
  Carshield requested pictures from the mechanic to substantiate their claim of a hole in my oil pan
  the mechanic denied being able to send in pictures and because the mechanic could not send pictures as proof of situation, carshield denied my claim due to no pictures provided
  
  afterwards, i called Carshield back and was recommended by them to seek another mechanic to assist
  i took my car over to ******** **** **** which also takes carshield as recommended
  the mechanic performed diagnostics on my car an reported car needed a sensor and engine repair needed due to wear and tear of the car
  I have a mitsubishi spyder 2002
  The mechanic (*******) reported he sent in the claim to Carshield-******** ****
  he reported Carshield denied the claim based off the claim of the previous Mechanic (***)
  my car has been sitting at the mechanic(******** **** **** for over 1 month) due to going back and forth with carshield about honoring the claim of the current mechanic
  
  I spoke w. multiple rep w/ carshiled who then explained that after seeing pictures sent by current mechanic that the oil pan was intact and seemed new
  i took my car to the current mechanic in the same condition which i bought it a year ago
  Carshield has denied paying my claim and servicing my car

  

  Business Response

  Date: 11/17/2022

  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. After review of the photos, it is highly likely that oil pan repairs were performed to replace the oil pan as there is no visible evidence the currently installed pan has ever been in use. No buildup of road grime, no signs of rust, no witness marks that would allude to continued existence and use of the original oil pan assembly. The sealing surface of the oil pan is heavily over coated with silicone indicating someone performed a less than ideal repair.

  The ****** report however changes the outcome of this claim in full. The mileage on your vehicle has been altered or the vehicle suffered from an odometer rollback prior to you purchasing the vehicle. The claim mileage is reported as 127,638 miles but according to the ****** report and confirmed information from the IL State inspection station on 6/25/2020 the vehicle had 210,000 miles on it. Due to the inability to verify the actual vehicle mileage this contract is considered null and void.
  
  CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing.

  Customer Relations

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

• Initial Complaint

  Date:11/15/2022

  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.

  I had a policy with them for three years. They have never covered a repair for me and often cannot find a shop that will take their work.

  

  Business Response

  Date: 11/15/2022

  Thank you for bringing to our attention. 

  We have reviewed the notes on your account and see that is has been explained to you on several occasions there is no refund due on a monthly renewing contract.  You pay for the month you have coverage much like car or health insurance. 

  We see that your account was cancelled for non payment 8 months ago.  Although CarShield has no contractual obligation to refund any payments, we will refund your last 6 payments as a courtesy 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 ********************** 

  Customer Answer

  Date: 11/28/2022

  I do not accept this companies offer, they misrepresented this policy at time of purchase. They took my money and did nothing for me except take my money. I want a full refund of all money I paid to them.

• Initial Complaint

  Date:11/15/2022

  Type:Billing 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.

  On 11/8/2022 I reached out to Carshield explaining that I can not longer afford to pay ****** a month for protection. The man on the line was very nice and said, mam we will give you a discount ****** a year off your yearly bill which will make your next and future payment 81 something. I said great! On 11/12/22 I was on my bank account and seen that ****** was taken out. I was a bit furious because of being lied to. I then called on Monday and am still waiting to be contacted by a manager; but the lady I spoke with told me that they do not give any kind of refunds whatsoever and that a manager HAS to contact ME (she could not put one on the phone for me). Anyways, I am VERY dissatisfied with this company and their resolution of me having to pay for their mistakes and theres nothing they or me can do about it (which she did also agree with me when I said that statement).

  

  Business Response

  Date: 11/15/2022

   

  Thank you for bringing this to our attention.

  The notes on your account state you spoke with a supervisor and your last payment has been refunded. 

  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: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is good to me.
  
  Sincerely,
  
  *************************