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:11/10/2022

  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 paid them over $4000 for coverage and they have not covered anything. I called them on the 3rd of November to cancel and the employee I spoke to them was very rude. They were supposed to cancel it but they charged me anyway. They then overdrew my account.

  

  Business Response

  Date: 11/17/2022

  Thank
  you for bringing this to our attention.

  You purchased a monthly renewing vehicle service contract that provides coverage for your vehicle with each payment.  CarShield has no contractual obligation to refund any payments after the first 30 days.   A list of covered components can be found in Section B of your contract. 

  As a courtesy, CaRShield will refund your last 10 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:11/10/2022

  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.

  Purchased the Car Shield plan for my vehicle. No problem. Problem came when I had to have service on my car. Their commercials state that "engine, transmissions" will be covered and how if you didn't have Car Shield, the out of pocket expense you would have to pay. When time to file a claim, now its you should have read the contract!!!! Why would I need to read contract when commercials says "engine, transmission", but DOES NOT STATE WHAT PARTS OF EACH WILL BE COVERED!!! Claim filed, now they telling me specific parts that will pay for. Did not pay for parts needed that are associated with the engine, nor hours needed for repair. Out of over$3,000 they only paid $900. Now trying to cancel policy and its like a act of Congress and still have NOT been able to cancel after 3 phone calls. The continue trying to sale their product, even thou I SPECIFICALLY stated that I DON'T want their services anymore!!!! Now on the 3rd phone call to try and CANCEL and been waiting over 20 minutes and still NO CANCELLATION!!! Don't understand, WHAT'S SO HARD TO CANCEL THIS POLICY!!!!!!

  

  Business Response

  Date: 11/10/2022

   

  We have cancelled you contract as requested. WE do apologize for the inconvenience and have refunded your last payment as a courtesy. 

  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:11/10/2022

  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 have a 2006 Chrysler 300. I filed a claim with them about my car. All they did was tell me that wiring was covered and that was it. They didn't even try to help me. They advertise they cover everything with Platinum coverage.

  

  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:11/09/2022

  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.

  On Aug. 23rd, 2022, my 2013 Dodge Dart broke down due to a blown head gasket. I took my car to ******** *********** which they work with CarShield. They said sent all the info that was needed to American Auto Shield, the company that’s contracted to CarShield. A few weeks later, I reached out to ******** regarding the status and they informed me that the ‘Adjuster’ needed more info on a part that was needed and I had fixed. I reached out to A.A. Shield and they said that’s what they were looking for, despite the repair facility provided them every piece of information that I had kept in my car. Last week, I reached out to both CarShield and A.A. Shield, and both gave me the response that a complaint was made about my contract, despite the repair facility informing A.A. Shield that it now went from a blown head gasket to a full blown engine and the repair would cost over $7,000. I have been getting the run-around from this company from the start of the initial claim, and this ‘Silver’ package that I have ain’t work spending $130 a month. They don’t care if your car is broke down, they won’t to help you get back on the road, even if they are an emergency and you can’t get to your loved ones. Also, I paid out-of-pocket expensive for me to get a rental($462.94). If they won’t to help me get my car back working, then I want my money back for the months that I had the service. My money shouldn’t be paying celebrities to advertise a product that doesn’t want to help

  

  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, 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.

  A Legal Claims Director for AAS spoke with you on
  November 9, 2022, and advised him that in order to move forward with the claim,
  AAS would need verification of the thermostat replacement in the form of a verifiable
  service invoice showing the repair had been performed.   You stated that you expected
  immediate approval of the claim after providing the requested service
  invoice.  The Specialist replied that
  after receipt of that record, AAS could move forward with verification of the
  cause of trouble but cautioned you that there would be no guaranty of
  coverage.  The Specialist advised you that AAS could offer him a cancelation of the contract with a refund of
  paid premiums for the contract.   You provided the receipt dated June 14, 2022, which is being reviewed.

  You stated in your complaint that if
  AAS is unable to help you with the repairs on your vehicle, you wanted a refund
  of payments made for the contract.  The
  Specialist discussed this option with you on November 9, 2022, but you were not receptive.  With
  that stated, CarShield is willing to 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 **********************

  Customer Answer

  Date: 11/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: You guys are responsible for selling YOUR product, and providing false information of your product does not help anyone.  I left another warranty company for you guys cause y’all provided more coverage than just electrical.  All I want is having my car back on the road, so why are y’all AND American Auto Shield trying to fight this battle with me?  I have been patient for too long and ******** ********** has too.  I understand there’s over $7000 for the work of that engine, but that’s no excuse for keep delaying this problem.
  
  Sincerely,   ****** *****

  

  Business Response

  Date: 11/15/2022

  CarShield offered a full refund on this matter. As the marketer of the vehicle service contract a full refund is the only resolution we have to offer.  *** ***** will need to contact American Auto Shield for any claim related disputes.
  

• Initial Complaint

  Date:11/09/2022

  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 Car Shield 07/26/2022 day after I bought my vehicle and 2 Auto Payments of 180.00 08/26/2022 and 09/26/2022, I filed a claim for my vehicle a 2002 Cadillac DeVille DTS , I was told conflicted information when I put in for my claim late September early October, for a month I was unable to get my Vehicle to a facility that was covered by Car shield. I spent over $700.00 in parking and have (3) Ticket waiting for roadside assistance. 09/25/2022 I had my vehicle towed to a Auto Shop near me, Spoke with Car Shield Rep. (*****) on 09/30/2022 informed me that *** **** **** **** ********) excepted car shield, I had my car towed to *** **** on 09/30/2022. I have not heard from the shop since I towed my car to this shop and is still in the shop. I'm very exhausted, I have spoke with over 40 to 50 agents probably more. I'm just looking for a resolution for this problem. I have more details if needed.

  

  Business Response

  Date: 11/10/2022

  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 you purchased your contract on 7/27/22 with 144,448 miles. On 9/27 you called AAS to start claim and stated the vehicle was at your home and you were afraid to drive it.  You were advised at that time to have select a repair facility and have them call AAS to start a claim. On 10/3 you called in to advise that you were unable to locate a shop that would accept the contract. You were then provided a list of repair facilities in his area to contact.

  Per call reviews, you and your repair facility called AAS on the same line on 10/4/22 to start claim. You stated vehicle was at the repair facility for over a month.  AAS advised you no claim had been started. Your repair facility's information was verified and the claim started.  The repair facility reported mileage of 144,686 and that your vehicle had been there since 10/3 towed in.  Your repair facility listed multiple concerns including LF brake caliper locked up, RF brake caliper sticking, control arms, ball joints, wheel bearings, rear brake pads and undiagnosed concerns of LR window and check for engine light for unknown concern. You and your repair facility were advised your contract was in the waiting period and there was no coverage for repairs. You stated that the vehicle service contract was going to be cancelled and the call ended. 

  On 10/6 you called in and you were again advised of waiting period per terms of the contract.  You disputed AAS' coverage decision and were advised waiting period was not clarified when contract was purchased.  You were in fact advised the terms and conditions were all listed on the contract. We listened to the initial sales call and at  16 minutes and 58 minutes into the call you were advised of the 20 day AND 500 mile waiting period. On the recorded line you acknowledged the waiting period and understood the meaning and terms. 
  

  Our records indicate your single payment was refunded on 9/30/22. Please contact your financial institution if you have not received that refund. Given that the contract has been refunded CarShield considers this natter closed. 

  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:11/08/2022

  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.

  Purchased Car Shield policy to cover my husband’s vehicle. Car was sent to the dealer and issue was diagnosed.( This after 7 days back and forth and asking for multiple pictures. Dealership trying to take pics without having to take anything apart incase they did not approve the repair) Water pump and thermostat also gaskets needed to be replaced also but they determined they were not paying for the gaskets to be done. The dealership rep then tells me I can have the repair done without doing the gaskets. Ok great then everything else has been approved. Per CarShield all approved repairs are completed and you pay $100 deductible. Well that all changed once it was approved. The dealership said they agreed to pay a certain amount and it’s less then what they are
  charging so I will have to pay the difference plus my deductible. With that I would have to pay $1000 out of pocket plus my $100 deductible. That is not what they advertise. They mislead you to believe that you pay your deductible for covered approved repairs. We purchased CarShield so we wouldn’t have to pay this high out of pocket expense. It’s false advertisement at its finest. We have been paying $144 per month thinking if something happened to our vehicle we would not have to stress about the cost of having it repaired. Well we were wrong and we do not have $1000 to put out at this time. It’s false advertising and fraud to steal people’s money and not provide them the service that was promised.

  

  Business Response

  Date: 11/10/2022

  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 your repair facility contacted AAS on 11/2/22 with several concerns including water pump and valve cover gaskets both sides including intake gasket as part of the repair.  Your repair facility was asked to send photos to verify failed parts and to provide estimate for repairs.

  On 11/7 your repair facility submitted photos of failed parts. Photos submitted showed coolant leaking to a drip and coming down the side of the engine and collecting on the oil pan and dripping off pan. Photos of top of the engine showed dried coolant residue with accumulating dust where coolant residue had sprayed and then dried. No oil leaks were shown. On 11/8/22 your claim was authorized for water pump and denied for repair to valve cover gaskets due to no verified failure. The repair facility was provided with authorization for covered repairs.  You were advised of claim decision and the out of pockets associated with the claim decision in great detail. You then decided to cancel your vehicle service contract. 
  
  Claim was adjudicated correctly per terms of the VSC. Claim was authorized for verified covered failure.  Your frustration with out of pockets costs should be directed at your repair facility. The out of pocket costs charged to you by the repair facility for non verified failed parts would be the liability of the repair facility for suggested repairs. The contract does not have liability for suggested repairs or non verifiable failed parts.

  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: 11/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I signed up with CARSHIELD !!!! LIKE I SAID YOU ALL ARE FRAUD AND RIPPING PEOPLE OFF. PASSING THE BUCK KNOWING THIS WILL NEVER BE RESOLVED !! YOU PROMOTE THAT COVERED REPAIRS WILL BE PAID FOR AND THAT THE OWNER WILL ONLY HAVE TO PAY THE DEDUCTIBLE… LIARS AND THIEVES.
  
  
  
  Sincerely,   ******* *******

  

  Business Response

  Date: 11/15/2022

  *** ********* contract clearly states the administrator of the contract is American Auto Shield and she had plenty of time to review the contract. 
  

  
  

  We explained in great detail why her claim was denied based on the information that was given to us from American Auto Shield. *** ******* rejected our answer and we advised her that we are not the contract administrator and that she needed to contact American Auto Shield to further dispute the matter. 
  

  
  

  As there is nothing further CarShield can do on this matter, it is as resolved as it can be regardless of *** ********* misunderstanding of the contract. Also there is no refund due to the amount of claims paid on the contract. 

  
  
  

• Initial Complaint

  Date:11/08/2022

  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 Going back and forth with American car shield.It has been the absolute worst experience in my life.11 Months i still have no vehicle.After me calling them to see whats going on i get the response we will only pay a portion of 12,500.00 (2,000.00)Because you drove the vehicle to the shop not towed.I dont remember what i had for lunch yesterday let alone what i did 11 months ago.I have been without a vehicle for 11 months,Storage bills because their failure to approve or deny the claim in a timely manor,The tires have flat spots,Brakes ,Rotors and calipers are no longer good not to mention god knows what else from sitting for 11 Months.This has been an absolute nightmare for me!
  
  
  Not to mention i was never notified to not drive to the repair shop or have it towed.I plan to submit a complaint with the NYS Consumer protection,NYS Attorney General ,BBB & File a lawsuit.If any other policy holders that have had the same issue i would love to get together a class action suit.

  

  Business Response

  Date: 11/12/2022

  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 your claim was authorized for the replacement of the camshaft and lifter as a credit towards engine replacement. This was the correct adjudication.
  AAS notes indicate the reason for the delay in repairs was the length of time it took your repair facility to send the requested estimate and service records. Additionally AAS requested teardown but took an excessive amount of time to be completed. These are the cause of the substantial claim delays.
  
  Your repair facility is requesting an engine due to damage from the camshaft/lifter failure causing metal intrusion. Not only did you admit to driving vehicle with a failure, but the only thing that could cause engine damage due to metal intrusion from the cam/lifter would be continued operation. As such the adjudication in this case is correct.
  
  Although CarShield has no contractual obligation to do, 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 **********************

• Initial Complaint

  Date:11/08/2022

  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.

  After almost 2 years of paying them i had my check engine light come on with poor performance trying to get to safe area and was able to. On 11/01/2022 had truck at Dealers shop to be fixed and was told after waiting for some time was informed that Car Shield was not paying for this. I called them as well 8 times to get this resolved that day and was waiting for a supervisor to call me back, but they never did. i was stranded there with no way home but did courtesy of dealership. When i kept on calling car shield next day, and the next finally got someone that claimed she was supervisor, told her that back in March of 2021 when i spoke to your rep that i was getting the best service contract for my 2010 F150 and would never have to pay for any repairs again as long as i paid my money every month and i still owned the vehicle. I was so relieved to hear that. So, all this time i had been having my Bank account with drawn from every month with the impression that i was in trusting hands with car shield. She told me that what i needed done was not in my contract. Again, i told her what i had purchased and that's what i had why would i not have that on any warranty it's a 40,000.00 truck. She said Well we are not paying for the repairs. I then did tell her you will pay my money back to me all of it considering you have stolen my money lied to me took advantage of a disabled person I trusted you. You were going to pay my money back. She told me no we are not. She also stated that they record all phone calls and i said that's great there is your proof of what he said to me and sold me so let's listen to it together. She stated i could not listen to it. What? Why? i said, she stated company policy. I told her that's your words im done with you i will get my money back and informed her she has 10 days to refund all my $$. Please help Me I don't know what else to do. It was 03/01/ 2021 i started paying 100.00 a month and was still up till 11/01/ 2022. I want my money back!!

  

  Business Response

  Date: 11/09/2022

  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' your repair facility called AAS on 11/3/22 to start claim for concerns of failed ignition coil and failed purge valve. At that time your repair facility was informed those component were not listed for coverage under your contract terms.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  All CarShield contracts come with a 30 day review period giving our customers ample time to review the contract and cancel with a full refund within the first 30 days. CarShield has no contractual obligation to refund any payments after that first 30 days.  Our customers are as bound by the terms of the contract as we are and CarShield has in no way violated to the terms of the contract. We have reviewed the sales call and the sales representative clearly explained the covered components. He also suggested your review the contract to make sure you wanted to keep coverage. 

  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 **********************

• Initial Complaint

  Date:11/07/2022

  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 a loyal and consistent Carshield customer for a year. I thankfully have never needed to file a claim until recently, when my car decided to stop turning on. I immediately towed my car, had it taken to a Carshield Preferred Provider to have a look, and my mechanic diagnosed my vehicle as needing a new engine. He told me that this is a common issue with the make and model of my vehicle, and that I should file a claim, so I did. Carshield’s inspector took one look at the sticker on my windshield for a previous oil change and immediately denied the claim due to lack of maintenance, citing that I was 1,000 miles over my oil change maintenance.
  This is incorrect. I collected all of my documents at my mechanic's request prior to the inspector and adjuster looking at my vehicle, and Carshield did not bother to even ask for or accept them. I have paperwork showing that I have regularly seen professionals to change my oil and filter since I purchased both the car and my warranty with Carshield. For my vehicle, the manufacturer as well as all three dealerships in my area state that the oil should be changed every 5,000 miles or 3 months (whichever comes first); I had received my oil change less than two months prior, and still had plenty of miles left until my next appointment.
  My mechanic was surprised that Carshield denied my claim on this basis because the damage to my engine was not my fault, and could not have been prevented. I performed regular maintenance of my vehicle and kept it as up-to-date as I could. There should have been no reason to deny my claim, especially since it was not properly investigated.
  Attached are the scanned copies of all the oil changes Carshield did not want to accept:
  - 3/9/22: ********* @ 120528 miles
  - 4/23/22: ******** @ 125375 miles
  - 5/18/22: ********* @ 130255 miles
  - 7/23/22: ******** @ 134807 miles
  - 8/26/22: **** * @ 137450 miles
  Date of admission was 10/23/22 and mileage was 141150.

  

  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.  ******** **** ****** has informed us they will be reaching out to you regarding 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 **********************

   

• Initial Complaint

  Date:11/07/2022

  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 had a problem with them before. They said that I did not follow the correct process. I explained to them that my dealership does not deal with them because of past problems. I was told to file a claim and if my dealership would not talk to them that can be the liaison between the dealership and them. I filed the claim online as it is recommended on the recording while on hold. They said they called the dealership and could not get in touch with my service advisor. I asked my service advisor to call them and she said she did but was on hold for an extended period of time. It is a shame that you are told something by one employee and another employee says that is not how it works. WHY DOES THE RECORDING SAY I CAN FILE A CLAIM ONLINE????

  

  Business Response

  Date: 11/09/2022

  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. ******************** has informed us they also received a complaint from you regarding your claim. 

  We have attached AAS' response to your complaint as our response as well. Since AAS in the service contract administrator and the obligated party under the contract terms, CarShield can not make any additional offer of resolution. Also it seems your reimbursement check has been mailed and you should receive it any day.  CarShield also considers this matter closed. 

  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: 11/10/2022

  Complaint: 18369559
  
  I am rejecting this response because:
  They did not send me a check for the new claim. I filed claim online and they are saying you can not do that. The message from them says I can file online. As told before if my dealership does not want to deal with them that I need to file a claim online and be the in between to talk to the adjuster. They keep saying that they need the diagnosis and repair information. I explained that I have all of that information. I pay Car Shield every month so they should handle this problem as the ** commercial is misleading. Pleas disregard attachment as that is from a previous claim.
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/10/2022

   

  The refund check was cut on 11/3/22. Please allow **** days to receive it via USPS. 

  As stated in our previous response, CarShield can make no additional resolution and considers this matter closed. 

  Customer Relations

  Customer Answer

  Date: 11/16/2022

  This complaint should not be closed as I have not received the refund check the claim they sent. I have called the company four times today and was hung up on was also informed that no check was cut. Auto Shield also confirmed that no check was cut. I spoke to ***** at 12:10 PM was on hold for thirty minutes and then the rep disconnected the call. I spoke to ******* with Auto Shield and she told me to call CarSheild. I called CarShield at 12:48 PM and spoke to ***** and he said he could not see anything and transferred me to someone named ** who never spoke once I explained the situation. 

  

  Business Response

  Date: 11/17/2022

   

  Per ******************** there was one that was sent out on 9/30/2022 and cashed on 10/7/2022 in the amount of $547.50. Please contact AAS at ************ and ask to speak to someone in the legal affairs. 

  Customer Relations

  Customer Answer

  Date: 11/18/2022

  Complaint: 18369559
  
  I am rejecting this response because: that is not for the same claim. This was a new claim I opened online on 10/27/22. Why did they say a check was mailed out on 11/3/22 if no check was mailed out. The new claim was for the *** speed sensor and the part is the wheal speed sensor which is covered part 47910-3DA0A. 
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/22/2022

   

  Thank you for reaching out us again.

  Per our email conversation, you are considering our offered resolution and will contact CarShield when you make a decision. 

  Customer Relations

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