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:01/03/2023

  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 had used CarShield in 2022 and I spent over 200.00 for their warranty on my car and when it came time for repairs CarShield said I have to pay out of pocket for the repairs and after that they would cover the repairs and I was informed they would not pay unless the vehicle was broken down on the side of the road. I would just like the money I paid them back.

  

  Business Response

  Date: 01/06/2023

  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, there was no claim started on your contract. The only notes are from one month into coverage when you called *** about a timing belt that was due to be replaced by mileage. The timing belt is listed for coverage but only when properly maintained and it would need to be mechanically failed. Other than that this is a maintenance issue.

  We see that your contract was cancelled for non payment. CarShield will refund your payments in full 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:01/02/2023

  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 held a contract with Carshield since 8/22/2020. Contract # MRF3337005.They advertise regularly offering peace of mind with your vehicle and not needing to worry about unplanned huge expensive repairs to your vehicle. As an Uber driver (something I clearly disclosed to them when I purchased the contract), I put a lot of miles on my vehicle and as a result get an oil change every month.Over the past few months, my mechanic has told me that my oil was first low on the dipstick, then not on the dipstick at all. I started carrying a quart of oil at all times for when I checked on my own. Mechanic was very clear that there was no evidence of an oil leak. Mechanic performed an engine treatment to try to address the issue. This did not solve the problem. I was to the point of adding a quart of oil every ***** miles when my mechanic filed a claim with CarShield recommending a replacement engine.After they filed the claim on 12/8/22 with CarShield, we heard nothing back for a week. On 12/15 after one week, I called trying to get things moving and was told I should here something by Friday the 17th. Later that day, I received a call requesting my 12 month work history, which I immediately provided. This was then met with more silence.On 12/21/22, I called and found out that the engine claim was denied. I asked to speak with the adjuster and was told that adjusters only speak with the mechanic they don't speak with contract holders.After several calls with different individuals I was eventually told that the claim was denied because the car had not actually broken down, pointing to a clause on page 8 of all the sub clauses in the contract.The security that this company sells was nothing but a false security blanket for me. I immediately traded this car in the next day as my car is my livelihood. I would have handled the end of life on this vehicle completely differently if I knew that I were on my own.

  

  Business Response

  Date: 01/10/2023

  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. Per AAS your claim was called in by your chosen repair facility on 12/8/22. AAS advised your repair facility to send an estimate and any records they may have. Shortly after this, your repair facility submitted an invoice and the claim was noted that no payment can be released without authorization.  Shortly after, you sent in your maintenance log for your vehicle. 6 days later, the adjuster reviewed the maintenance log and proceeded to deny the claim due to oil consumption. The next day, you called for an update and were advised of the denial.  The next day, you attempted to dispute the denial with CarShield, and once again was advised of the terms.

  The claim is denied correctly per the terms of the contract due to the current repair being needed specifically to correct oil consumption. Repairs due to oil consumption are specifically excluded from coverage in Section D.12 of your contract which we have attached for your review.  Coverage was provided correctly per the terms of the contract for the front right CV axle. 

  As a resolution,CarShield will refund your last 8 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  Customer Relations

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

   

  Customer Answer

  Date: 01/11/2023

  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:01/02/2023

  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 2014 Ford Taurus select and I had an issue with My arm controls on the driver and passenger side of my vehicle which needed to be replaced due to the fact that they were loose I spoke with the Ford dealership mechanic on this issue and she stated that they were loose and needed to be repairedI told her that I would file a claim with the car shield Because my contract under section B No.9 states
  9. SUSPENSION: Upper and lower control, radius, thrust and trailing arms; shafts and bushings; upper and lower ball joints; steering knuckles; stabilizer shaft, linkage and bushings; track bar and bushings; kingpin and bushings; spindle and spindle supports; torsion bars, coil and leaf springs; and wheel bearings.
  On December 9 I paid the Smith Ford $1494.90 due to the fact that car shield denied my claim stating that there was rust was the cause of the issue I called the car shield because I found out that they had **** ***** **** to submit pictures in regards of the issue and refused to send anyone out to take a secondary look seeing as though Ford told them that the issue was not a cause due to rust but rather they were loose when I spoke to the representative of Fort she stated that if it was an issue where rust calls the arm controls to be damaged it would cause my two front tires to seize not being able to turn which I did further research on ******* she did in fact send me the pictures and although you can see that the arm controls do have rust on them the issue is not caused by rust The contract does state that claim will be denied if the problem is due to rust and from the look of the pictures as well as what was stated by the mechanic it is undetermined that rust is the issue I am seeking Full Reimbursement I did request to have someone to go out there and physically look and I was denied and I was told that arbitration was the only way

  

  Business Response

  Date: 01/06/2023

  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 shortly regarding 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:01/02/2023

  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 and tried to cancel several times and was lied to and ruined my car and they declined my claim and won't refund my money.

  

  Business Response

  Date: 01/05/2023

   

  Thank you for bringing this to our attention. 

  CarShield will refund your payments in full. You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 business days

  Customer Relations

   

• Initial Complaint

  Date:12/30/2022

  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.

  Had insurance through them for 114 a month and had an internal engine part break and they refused to cover it, con artists at best

  

  Business Response

  Date: 01/04/2023

  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 claim was called in on 8/11/22 by your chosen repair facility. Immediately upon claim start, the claim was denied due to the concern being oil consumption due to piston ring failure, confirmed by *** ******. This TSB clearly states that the cause of oil consumption is due to piston ring wear, and their provided correction is to replace the pistons and rings.  Your contract clearly excludes any repairs needed to correct oil consumption due to piston ring wear.

  We see that your contract was cancelled as of 9/21/22. As a resolution,
  CarShield will refund your last 4 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:12/29/2022

  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’m a contract holder of Car Shield. I took my car to the shop on Dec 03. 2022 for diagnostic and find out transmission problem so i told them I have contract service with Car Shield so they contacted they. Didn’t get a response till December 14, 2022 that it was approved I’m in a car rental since 3rd of December. Last week Dec. 21, the shop request an approval for the parts that they need no response till dec 28. And every time i call them either they hang out or disconnected but for 7 x it happened, any way they were saying it was approve but they never called the shop that it was approved. So I called the shop told them that it was approve then then the shop told me that they need to confirm it with the contract service which CAR SHIELD because if car shield says it to me. But not to them I might responsible for the parts and services. So i called the CAR SHILED again today for the 7 X same thing they say, so i tried to do 3way call with the shop and contract service Which is CAR SHIELD, they wont give the information that the shop needs. I even spoke with the supervisor ******* on the phone.. they costing me so much now on the car rental… i need them covers all my rental days or extend the days for the rental. They said they cover 14 days, i have the car rental for 26 days

  

  Business Response

  Date: 01/04/2023

  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 *** they have made every attempt possible to provide your repair facility with the needed information, and either the call drops, or the repair facility gets the information they need but then need to add another repair. You repair facility won't call in and when they get transferred the call drops. 

  ******** **** ****** will reach out to you to offer coverage on some rental expenses in exchange for a signed Settlement and Release Agreement. If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ******
  directly at ************. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

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

   

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a extended warranty . I filed a claim through Carshield for repairs. Carshield stated that it was continuous use, The repairs I needed done was a water pump and my engine repairs due to my car overheating, and in my warranty with Carshield states that it covers water pumps and engine repairs. I took my car to ***** and they contacted Carshield and they communicated. Carshield informed ***** that they would not cover the repairs because it was continuous use, and then I filed a dispute with Carshield. Someone called from Carshield and stated that me moving my car .3 miles to the gas station from the highway that is continuous us. The Second dispute I spoke with a representative and she stated that they would fix the water pump with a used part after they mailed it in, and that they would not cover the engine. I could not pull over because there was not shoulder for me to, and it was a busy highway. I would like to add that there was no lights on when the car was taken to the dealership. Carshield continued to prolong the Claim of three months and it was closed out. Carshield only contacted me about making a payment but did not mention anything about the repairs for my car. I want my engine and my water pump repaired.

  

  Business Response

  Date: 01/03/2023

  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.  AAS' notes state your claim was denied for continued operation after the mechanical breakdown occurred resulting in sub damages to the cylinder head via warpage.  You stated you only drove your vehicle 0.3 miles to the repair facility and that there were no lights or anything like that present at time of vehicles arrival.

  The adjuster adjudicated this claim accurately with one exception, the water pump should not have been actually ordered and sent to the RF, the adjuster should have authorized the water pump as a credit towards the entire engine failure. There is also the question of the cooling fans only working on the high setting which could potentially lead to future cooling system issues but there is not enough information to go on that and the fact that the cooling fans are not listed for coverage in the contract. The web dispute submitted also references an issue with the coolant reservoir cap not being tight. 

  Continued operation is in effect here, you openly admitted to having driven the vehicle multiple times after the first overheat was noticed by them and continued to drive the vehicle into the repair facility The continued operation in play with the coolant loss and overheating concerns would have caused overheating damages to the engine as is evident in the repair facility stating that the cylinder head is warped and requiring engine replacement.

  Due to the time in coverage and the amount of monthly premiums and previously authorized amount, no refund can be offered on this matter.  If you have any additional
  concerns regarding this repair claim, you may contact American Auto Shield
  directly at 800-531-1925. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

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

  Customer Answer

  Date: 01/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:As I stated with the CarShield operator I had taken my car to a certified repair facility like my contract stated, I was getting an inspection but then on my way there my temperature gauge moved it didn’t over heat the gauge just moved and the certified repair facility told me my coolant reservoir cap was not closed completely. So when I filed my claim of my car over heating I told her I drove .3miles to the gas station where I parked my car to cool down and explained that when I opened my hood my coolant was low and I refilled it. Ran my car for awhile like the repair facility told me to and no lights were on. I drove it to see if that was the problem because I had already been told it was just my coolant lid. I went to the manufacturer of my car to get their opinion and this was my out come. I have been dealing with this for 3months and was not given a real reason as to why my repairs were not included when I was told when I bought the plan that my engine was covered. Only leaks or damage caused by a leak was not included. I still want my coverage I just had to pause my account until my claim was approved because I was paying for a protection plan that did not protect me. 
  
  Sincerely,

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

  

  Business Response

  Date: 01/09/2023

   

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

  CarShield can offer no resolution on this matter given the amount of claims paid. 

  Customer Relation

  Customer Answer

  Date: 01/11/2023

  Complaint: ********
  
  
  I am rejecting this response because: I have done all of those despite’s and your company has transferred me back and forward between car shield and American auto shield. Even though I signed up with one company they said I was contracted under a whole different name I didn’t know about. Which made it very difficult to submit a dispute. I did 3 disputes and even mailed in a letter just for my 90day claim limit to be reached and my claim dropped because it timed out instead of declined. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/28/2022

  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 a few months ago now that I have a repair that needs to be done that my contract covers car shield denies my claim and also won’t give me a refund. no sooner than I needed repairs done they denied my claim.

  

  Business Response

  Date: 01/04/2023

  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 was denied in pre claim as your repair facility stated large chunks of rust and oxidation came out of heater core when flushed. The rust exclusion in the contract would not apply to the cooling system. A claim should have been started and more information gathered before making claim decision.

  ******** **** ****** will be contacting you shortly to discuss the next steps to be taken to get your claim adjudicated correctly. 

  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:12/28/2022

  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 filed a claim for repair on their website on Dec 8, 2022. The repair shop determined that I needed my transmissions rebuilt or replaced. They contacted Carshield and spoke to the claim adjuster. The adjuster would not approve replacement and the shop did not do rebuilds. Carshield instructed me to have their towing service go to another location. The car was towed to the shop on Dec 16. The shop inspected the car and reported to carshield that the transmission needed to be replaced or rebuilt. They then sent out an inspector to verify. The inspector verified the findings of the 2 repair shops. Now they are asking the repair shop to take the transmissions apart again and take a picture of the fluid which was already inspected by their inspector. Then it goes back to the adjuster and another inspector has to come out again before they will approve the repair. This will take at least another week and then if they approve the work another few days to get my car back. By then I will have not had my car for a month. I have followed every instruction, made every payment and done everything required of me in my contract. They seem to be attempting to get away with either not fulfilling the contract or getting off as cheaply as they can. I have them multiple times and talked to claims reps and the supervisor and none of them were willing to help me get this resolved. They have confirmed that everything I have said here is accurate except saying my claim wasn't filed until Dec 20. This is an outright lie and their computer systems will show I did this on Dec 7. I feel I should have my car fixed, the deductible waived and given compensation for time off work and wasted trying to get this resolved. My contract# is MFF4242349 and the claim # is *******.

  

  Business Response

  Date: 01/03/2023

  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 your claim has been authorized for transmission replacement per the terms of the contract using your repair facility's parts. The repair facility has been updated with the authorization details and instructions on how to submit for payment. *** left a voicemail for you advising of the authorization and left call back information to reach me for any questions.

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

  Customer Relations

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

  Customer Answer

  Date: 01/05/2023

  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 also sent a personal email thanking the individual from CarShield who resolved my issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/28/2022

  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 called them in because I needed to file a claim because my car had a oil leak in it. I bought the car brand new and the place I went through stated they don't go through Carshield and as I went to everybody that does not work with Carshield, so I had to spend money out of my pocket to get my car fixed. To get my car fixed was $500 still with a oil leak and need my money back for the time the contract started and the repair fees.

  

  Business Response

  Date: 01/03/2023

  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 *** they attempted to help you find a repair facility in your area. in finding an RF. *** has informed us you were unable to find an repair facility and stated you paid for repair out of pocket around $500 for the repairs. Please send a copy of the paid invoice to ****************** and we will reimburse you the cost of the repair with a Settlement and Release Agreement. 

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