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:11/14/2022

  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.

  Around September 19th 2022.
  Manual fan selector switch fails on my climate control system.
  Manual switches are covered in my contract under Part B Section 6.
  Claim denied as it was “Mounted on a Panel.”
  This loop hole isn’t stated anywhere in my contract. When I asked for a list of limitations to Section B, I was told the list didn’t exist and that my part wasn’t covered because “Panel Mounted Manual Switch” wasn’t expressly listed in Section B.
  I have no way to determine if I will waste my time and money at a mechanic for a repair I will end up making my self.
  
  However I am supposed to accept that ALL of my lubricated engine is covered even though AND I QUOTE: “they couldn’t list all the parts.” Check the recording.
  
  I looked around my car and noticed ALL switches are technically part of a panel.
  
  This was after I attempted to get pre authorization for an O2 sensor (February 2022). This is used for the closed loop control and proper engine operation.
  That was denied as it was part of the emissions system.
  All mechanisms in the car are used to burn fuel as efficiently as possible and are therefore “emissions.”
  
  I have no confidence CarShield will ever make approve a claim.
  And other future marks should see how they weasel out of payment.
  
  They want to review my claim to see if it was incorrectly denied. This won’t help as I had to make the repair myself in 100+ deg heat.
  
  I was sold an insurance policy that won’t honor its own terms. A refund of all premiums will pay back the out of pocket expenses I incurred while CarShield denied my claims.
  
  I’m not interested in another agent contacting me to explain why they are right.

  

  Business Response

  Date: 11/18/2022

  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. Your repair facility had initially called AAS on 9/19/2022 to start a claim for the AC blower switch replacement. An interaction was created but no claim was started at that time and there are no notes suggesting why. Shortly after the interaction with the repair facility, you called AAS for clarification of coverage.  You were advised that the 'temp control panel' was not listed for coverage and would be his responsibility to have repaired.  You were also advised of the contract coverage terms and exclusions at this time. 

  On 11/14/2022, a CarShield representative called AAS to review the contract and inquire on coverage for the o2 sensor and temperature control panel.  You were advised that the o2 sensor is an emissions item and is excluded, and the temperature control panel may have potential coverage. Escalations was emailed to look into this, and a claim was opened for the temperature control panel.
  
  The adjuster opened the claim and reached out to the repair facility to confirm diagnostic information.  You advised the adjuster that the vehicle was there back in September, and you declined repairs only paying for a diagnostic fee. The repair facility was advised that in order to proceed with any consideration for coverage, you would need to return your vehicle to the repair facility to follow the claim process. The adjuster called you to notify you of this, and you advised that you had already performed the repairs yourself and that you did not want to deal with the adjuster. You then requested cancellation at that time. 
  
  While there may be potential coverage for the failure to your vehicle it is unverifiable at this point and the claim process was not followed per the contract terms.  You have clearly expressed that they do not want to deal with CarShield/AAS any longer and have requested cancellation. Being there are no previously paid claims on this contract, as a resolution CarDhield 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

  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.

• Initial Complaint

  Date:11/14/2022

  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 been trying to get my truck fixed from my Car Shield extended warranty. I did not know that my engine was completely blown and Car Shield will not cover the cost of my engine even though it is advertised. It was not my fault that the engine is like this and I keep getting told no. I pay my bill to keep the warranty, however, they are falsely advertising.

  

  Business Response

  Date: 11/15/2022

  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 will be reaching out to you regarding this matter. 
  

  If you wish to contact them first they can 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 **********************

• Initial Complaint

  Date:11/14/2022

  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 purchased a powertrain gold package in August of 2022, In October I filed a claim about my transmission starting to fail. I was driving home and noticed that the gears were shifting at a higher rpm than normal after I turned on the road to my house, which is approximately 1/4 of a mile from where I first noticed the issue. I parked the truck at the house and called to start the claim process. Vehicle was towed to the repair facility where the problem could be diagnosed. It was determined that the torque converter failed which in turn caused the transmission to fail. Carshield has stated that they will cover the cost of a new torque converter but not the cost of a new transmission. The repair facility did inform them that the torque converter failure is what led to the transmission failure but they still refuse to pay, which doesnt make sense.

  Customer Answer

  Date: 11/16/2022

  I have been in discussion with CarShield about the above complaint ID, and they made it right. 

• Initial Complaint

  Date:11/13/2022

  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.

  Carshield denied my claim on 10/19/22.
  My contract *************. I been a member for a total of (20) months for $99 a month on 2004 buick lesabre. I got carshield in 2020. I got laid off due to covid and had to park car for a few months once I got another job I resumed (gold) coverage. My obligation from them was to get all the maintenance on car which I did. I sent the receipts from oil changes to tuneup. My car sat on car repair shop for (30) days. They dragged their feet the whole time just to deny me because they did want to approve for new transmission. Even when I went to get my car off car repair lot they wouldn't pay for the diagnostic they done on car $162.00. I had to pay it just to get car off their lot. Carshield is a fake, a phony, that uses actors on commercials to lie for them. They advertise like it's a simple process when it's not. They just want the consumers money. If yall can't get my money back I will be consulting with an attorney for pain and suffering because I almost lost my job while my car sat for (30) for them to deny claim. That forced me to have to get a car with a car payment when I owned that one..I will wait on a response from yall before I go on every social media outlet and expose them.

  

  Business Response

  Date: 11/15/2022

  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. Your claim was started with multiple concerns, the biggest being a transmission failure along with other parts that were not listed for coverage. 

  The claim was proceeding along until an inspection was set up to verify failures. At the time the claim was called in the repair facility had said the vehicle had never been to their facility before yet there is service history that shows that 6 days prior to inception the vehicle was there with all these same concerns. This claim was adjudicated correctly per the terms of the contract for denial due to either the needed repairs not being listed for coverage or for preexisting conditions. The contract has no obligation for any of these repairs at this time.

  As a resolution,
  CarShield will refund your last 3 payments upon execution of a Settlement and
  Release Agreement. Please email ****************** to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line for faster
  processing.

  Customer Relations

  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:11/12/2022

  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.

  When we had a issue with our vehicle they told us they would not cover the expenses unless we paid the mechanic first which was in the thousands. They use false advertisement and did nothing to rectify this situation. They will do anything to keep your business but wont honor a claim. I need help getting them to honor the claim. We dont have thousands.. Thats why we bought car insurance. isnt that what a car insurance company is for?

  

  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 contract currently does not have any open claims or interactions. There is only 1 note posted to the contract from 10/20/2022 stating the repair facility called in to start a claim, but no claim was initiated due to insufficient diagnostic information at the time of the call. The repair facility was advised to call back once a conclusive diagnosis was obtained at your expense. 

  
  *** will contact you and your repair facility to work towards a resolution on this matter.

  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:11/12/2022

  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.

  Since I have warranty with car shield I knew that they cover engine problems and they told me when I had first started with them that if anything was to happen to my car I can take it to a dealership and they should cover it. About 2 weeks ago my car's engine light turned on. I took my car to Chevrolet dealership and it has been there since the claim was filed, car shield sent out an inspector to check out the car and they came to a conclusion that my car can not be repaired due to varnish and sludge in the engine. Their contract says that they do cover engine repairs. Having sludge in the engine would only mean lack of maintenance according to the Chevrolet dealership employee, but I took really good care of the car since I have purchased it in 2019 where it was at ******* miles and now it is at ******* miles and I have provided them with oil change from the past 7 times I got my oil changed, I could also provide them with more record of oil changes if needed. At this point I believe they are making excuses to not repair my car. They also do not want to cover a rental car. My desired resolution is to have my car repaired and fixed as soon as possible as well as getting a rental car since I am home from work because we do not have any other cars.

  

  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, ******************** (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. You presented the vehicle to the repair facility with a concern of the check engine light on and a loud noise when pressing the gas.  Your repair facility's initial diagnosis verified the check engine light and noise. RDI was requested to verify the cause of failure, and your repair facility removed the valve cover for inspection. Upon review of the inspection, the adjuster noted excessive sludge and varnish is observed in this engine and proceeded to deny the claim.

  Early into the claim process, you provided maintenance records. The record dated 08/17/2022 with ******* miles was specifically requested from you to rule out preexisting.  You provided oil change records from *************************  On the record dated 08/17/2022 with ******* miles, the repair facility noted the vehicle arrived to them with the check engine light illuminated. ***************** Centers do not check DTCs, therefore no codes were recorded. This contract was purchased on 9/29/2022 with ******* miles. This record proves that there was an engine failure of some sort prior to the contract purchase.
  
  While the current denial is not correct to the contract terms based on the documentation from the inspection, the contract is still unable to proceed with coverage due to what is shown on the service record. With no verification that this failure had been corrected prior to termination of the waiting period, the current timing failure is determined to be pre-existing to the contract coverage.

  As a resolution,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

  ********************** 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: 11/21/2022

  Complaint: 18395647
  
  I am rejecting this response because:
  
  Before the contract was purchased we did have engine failure but that was due to the Cadillac converter being plugged but that was taken care of before purchasing the contract, we ordered the part and fixed it on our own. The engine light turned on again after we purchased the contract, which was due to the timing chain. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/21/2022

   

  As stated in our previous response, ******************** is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments.  If you wish to dispute a decision made by ******************** you will need to contact them directly at ************, by mail at ******************************************************************* or see Section ** ******* Resolutions, of your contract. 

  CarShield has made an offer of a full refund upon execution of a Settlement and Release Agreement. This is the only resolution CarShield can offer as the marketer of the contract. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  Customer Relations

  Customer Answer

  Date: 11/24/2022

  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:11/11/2022

  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.

  Car Shield ( ******** ******) ., Do not pay for repairs as stated and has taken money from my account monthly . I field a claim wiht them in April for my 2017 Cadillac esculade , which they found every excuse not to pay for repairs and the repairs that they offered to pay for would not fix my vehicle . They told me to get my truck to a place that could read the codes for the repairs that were needed , then they said after I got it towed they said the adjuster that came out to look at it which took him 2 months to come out stated I drove it to the repair shop , which was untrue and wanted me to submit a towing slip as wellas servicing invoices . As well as other non related documents . Stated they were going to pay for rental did not pay anything . the Customer service person was very rude and nasty . The dealership stated the adjuster did not get out of the car , stated they were not going to pay for it anyway and that it was the customer loss. The dealership also added that this adjuster and business has done this ;to the dealership so many times they have stopped taking ther warranty repairs and they have stuck out there customers alot , they do not recommend there warranties .

  

  Business Response

  Date: 11/15/2022

  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. The claim and tech notes within the inspection report indicate that there is very low compression on cylinder 4 and the cylinder appears to be washed out, most likely from a failed/stuck open injector. There is some damages on the corresponding camshaft lobe to the scored cylinder 4 lifter roller as to be expected but it is very minor indicating that failure is either very early into the failure stages, or there is another issue all together. It's possible that there is a failed injector on this as evident of the washed-out cylinder and the exhaust port showing significant signs of heavy amounts of fuel passing through it, along with a failed lifter that was going in an out intermittently causing the lifter to not only chatter or bounce on the camshaft lobe but also causing the push rod to bend as well.

  
  The conclusion of this is there are clear signs of continued operation being that the vehicle was reported as being driven into both repair facilities with no verified tow invoices and the damages evident to the lifter and camshaft lobes. *** will amend coverage to include a failed injector replacement. Considering the injector would need to be removed for the lifter replacement it would only be an additional for the injector and no labor. If you have any further disputes or
  questions regarding your repair claim decision, please contact *** directly at
  ************, or see Section M, Dispute Resolutions, of your contract.

  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:11/11/2022

  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.

  My vehicle stopped on me I called CarShield whom I pay $179.99 each month and they towed it to a shop and then I got a call saying they denied my claim because it allegedly had “codes” from 195,309 I bought the vehicle at 195,311 and immediately put CarShield on it. I had no light on whatsoever, then at 201k miles is when the problem started. They’re telling me that this was a preexisting problem but I never had a problem before. They still haven’t produced the so called records that they claim shows a problem 2 miles before I purchased the warranty. I would like them to honor their commitment and repair my vehicle or refund my money I just wasted.

  

  Business Response

  Date: 11/16/2022

  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, your repair facility called in a claim for engine concern with turbocharger failure. Your repair facility advised the check engine light was on with multiple codes including ****** ***************************** and *****.  Your vehicle was towed in with oil leak from turbocharger and smoke coming from exhaust. The notes also indicate an engine failure and turbocharger failure. *** advised your repair facility, Freeze Frame Date (FFD) would be needed to continue claim.

  Per ****** review, your vehicle was at dealer on 4/8 at 195,308 for maintenance inspection. The vehicle was then inspected again at same repair facility on 5/4. Your contract was purchased 6/25 reported mileage was 195,311 which would indicate vehicle only traveled 3 miles between 4/8-6/25. On 10/24 your repair facility was advised FFD would be needed for claim movement. One 10/27 *** advised your repair facility once again FFD would be needed for claim movement. Your repair facility advised it would be the following week until they could provide the information. 
  
  On 11/1 your repair facility sent the freeze frame data to *** to be reviewed. The claim notes state the FFD provided indicated DTC codes set at mileage listed at 195,151 at 195,172 at 195,301 at 195,308 at 195,309 which would be prior to contract purchase and indicate these are long term failures that occurred prior to coverage. This indicated the check engine light would have been on and DTC codes set prior to your repair facility inspection showing on 4/8. Vehicle was picked up driven 6,640 miles since the repair facility inspected on 4/8 with active DTC and oil leaks present driven till failure occurred. On 11/2 your claim was adjudicated as a denial per FFD shown.  You advised us that vehicle was purchased with warning lights on indicating that failures were preexisting and  you were aware that was the case.  You then called to dispute coverage decision and stated you did not trust the repair facility and the information they provided was incorrect.  You were advised to have your repair facility show you the FFD for clarification.  You then stated advised he would move the vehicle  and were advised you would be responsible for all diagnosis and ***' claim decision would stand.

  Your claim was reviewed by the Legal Claims Director for ***, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly based on freeze frame data provided. 

  As a resolution,
  CarShield will refund your last 3 payments upon execution of a Settlement and
  Release Agreement. Please email [email protected] 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:11/11/2022

  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.

  Summarization:
  Vehicle engine light illuminated. Scheduled appointment with ********* and did not drive the car until taking it to Firestone approximately 3 miles from my residence. Firestone informed me that something from the engine blew a hole in the manifold cover which they could not repair. I Had the car towed to *** ****** Jaguar Land Rover Dealership in Englishtown, NJ. Dealership ran diagnostics and discovered several issues related to the engine which is covered under my plan with Carshield (aka American Auto Shield). The dealership service manager provided an electronic copy (see attached) to the claims adjuster representing American Auto Shield (AAS), however, the claims adjuster never called back despite numerous calls from the service manager. On 4 November 2022 at 1:22 PM, I received an email from AAS directing me to call them back. I called back and was told the claim was denied due to lack of oil in the car. I informed them the car has no oil due to leakage because of engine issues. The person kept repeating the reason for the denial, so I hung up. I contacted ********* to verify my last oil change which was 21 September 2022. I have taken care of my car and kept up with maintenance and repairs. The AAS adjuster did not visually inspect the car or returned calls from the dealership service manager. The ********* service manager and the dealership service manager are extremely perplexed as to why my claim was denied. Both ********* and *** ****** Dealership diagnostic reports support the fact the oil leaked from a hole blown through the manifold cover. The adjuster basically cast aside evidence supporting my claim due to the cost of repairs. The cost of repairs stands at approximately $10,000 but the dealership recommends engine replacement. My deductible is $100. My monthly payment to AAS for coverage is $99.99.
  Conclusion:
  Carshield makes false/misleading claims of car coverage and find any reason not to honor the claims.

  

  Business Response

  Date: 11/16/2022

  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. Your claim was denied for lack of lubrication causing engine failure. This was the correct adjudication.

  Your vehicle was driven in at least 3 miles with no engine oil present. This caused subsequent damage to the engine, and turbocharger. This contract has no coverage for either the valve cover, or leaking seals and gaskets. This failure is in no way coverable. Both the you and your repair facility have admitted that there was no oil in the engine whatsoever upon arrival.

  You may choose to keep your Vehicle Service Contract for future covered repairs or you may choose
  to cancel your coverage.  However, on a monthly renewing contract, you pay
  for the months you are covered and may cancel at any time or keep your coverage
  as long as you would like.  If you choose to cancel your service contract, 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 **********************
  
  

  

  Business Response

  Date: 11/22/2022

   

  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, by email at *********************************** or see Section M, Dispute Resolutions, of your contract. 

  CarShield's refund still stands. Please
  email [email protected] to confirm the cancellation and refund. Once we
  receive the email, we will draft the Agreement and email it to you for your
  review and signature.  Please make sure to include your name and contract
  number in the subject line for faster processing.

  Customer Relations

   

  Customer Answer

  Date: 11/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  You represent American Auto Shield. I did not know about them until this problem occurred. I will not communicate with them. You are responsible since you are a proxy to AAS. At this point I will be contacting my senator and seeking legal avenues. Your company is a scam and should be shut down. I know about the thousands of complaints from people like me. I can see right through your tactics. Do the right thing and fix my car before it's too late for you

• Initial Complaint

  Date:11/10/2022

  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 had car shield since August 2022. I pay a monthly premium for the platinum coverage. My car broke down on October 18th 2022 and towed to a repair facility.(********* ************* Where my car has sat Waiting for repair. Car shield sent my claim over to ******** **** ****** to be handled. Neither ******** or car shield Has given the OK to fix the vehicle even though the records that they requested were received Such as service records and an estimate. Every single time I call im Told I'll have an answer in 24 hours Now finally after 2 weeks today I'm told that somebody needs to go and look at the vehicle In which turn they have NOT set up an appointment with the repair facility to do so. The car is in mint condition & myself a d the repair facility has done our parts. But this company along with ******** Auto has YET to approve this repiair. Total scam with these companies and I need help getting this repair done ASAP.

  

  Business Response

  Date: 11/14/2022

  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
  a detailed review, the Specialist has determined the claim is adjudicated
  correctly as a denial for a failure occurring during or before the contract waiting
  period was fulfilled.  Based on service
  records provided and the CarFax report, it would be impossible for the vehicle
  to have traveled even the 250 miles required to fulfill the waiting period as the
  vehicle only traveled 133 miles since April 1, 2021.  This information makes it evident that the breakdown
  occurred prior to coverage.  There is no
  evidence confirming that the vehicle was even driven after the contract was
  purchased.  No service records were
  provided that could verify the mileage requirement
  was met before the contract became effective. Therefore, based on the available documentation
  and evidence, the vehicle is in the waiting period, and any claims are excluded
  from coverage.

  With that stated, 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 **********************