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:11/07/2022

  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 signed up with Carshield over a year ago. I was told I was fully covered. I had to pay $250 up front from the dealership to see what was wrong with my car and Carshield refused to pay for the claim. They did not tell me where to take it and said the dealership was too expensive. Now my car is just sitting without being fixed. I asked that they cancel my policy and give me a refund and they refused.

  

  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. Your claim was denied for due to the catalytic converter and wheel speed sensor being not being listed for coverage under your vehicle service contract terms.  This was the correct adjudication. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  You stated AAS did not allow you to use your dealership as it was too expensive. This was confusing in that AAS does not have any notation of you being advised of this, and the claim was called in from an Infiniti dealer (Sawgrass Infiniti) whom *** has worked with on other matters. The denial obviously has nothing to do with the claim cost.  Also noted in Section D.5 of your contract it states you are responsible for any diagnostic fees on any unauthorized or noncovered repairs. 
  

  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

  ********************** 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-St. ***** 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 paying this company for over 3 years. I recently had an issues with my vehicle but could not find a repair shop that would except this coverage. I called them to report the issues I was having and they provide a list of approved shop to contact, however they refused to take this company too. I was frustrated and asked for a refund, they denied my request stating they gave me a list of shops to call. This is just an excuse those shops will not work with this company due to them not covering repairs being a waste of everyone's time.

  

  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. AAS will be reaching out to you to go over information regarding repair facilities in your area along with requesting the status of the vehicle, if repairs have been performed and requesting a final invoice for review of coverage and asking what the overall concern with the vehicle is to review for coverage. 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: 11/17/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  I have taken my vehicle to several dealerships and mechanic shops and no one will take it.  I was given recommendations from your business and those shops would not take it either.  I would just prefer you refund the monies that I have paid you, because I can not continue to take it to shops that will not take your warranty contract.
  
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/18/2022

  Thanks for reaching out to us again. 

  There are over 100 repair shops within 10 miles of your zip code. If you chose not to try to find a find a shop that works with CarShield that is your choice but you are not owed a refund. It is your who is choosing not to follow the terms and conditions of the contract. Any repair facility can
  chose who they will and will not work with.  This is clearly outside the
  control of CarShield and Ameican Auto Shield.  As a consumer with CarShield, this repair facility
  has refused to work with you and your coverage.   

  Furthermore, AAS paid $1800 in claims on 2020.

  As a courtesy, CarShield will refund your last 5 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:11/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a powertrain warranty from Car Shield on 8/29/2022 for my 2010 Volkswagen CC. The car had 137,714 miles at time of purchase. On 9/21/2022 I called to file a claim, the car had a check engine light on and started to run very rough with loss of power. The mileage when I made the claim were 138,355, contract states you can not make a claim until 20 days and 500 miles from contract effective date. The days and mileage were met to start the claim and it wasn't a problem with them and they made arrangements for the car to be towed to my local ********** dealership. After the car had been at the dealership service department for over 5 weeks and the technicians performed all the diagnostic tests asked for the final results were the engine had no compression on cylinder #1 and needed a new engine. That's when Car Shield and partnered company American Auto Shield started making excuses not to pay for the claim. They found a mileage error that was posted to the carfax report where a repair facility entered the wrong mileage to carfax before I purchased the car. They then estimated the mileage and claimed I didn't drive the full 500 miles before making a claim. I sent them proof that the carfax report was wrong because it was showing more miles then when I purchased the car 4 months after the service record posted on carfax. I emailed them a copy of the certified ***** ** ******* bill of sale from the dealership I purchased the car from showing the lower miles then the carfax report. They would not except that and denied the claim.
  
  CONTRACT ***********  CLAIM ******** 
  Car purchased from dealership on 7/27/22 with 137,585 bill of sale proof
  Car Shield warranty purchased 159.99 a month on 8/29/22 with 137,714 picture of gauge cluster as proof
  Called Car Shield to make claim on 9/21/22 with 138,355 ********** dealership confirmed mileage
  
  The 20 days and 500 miles waiting period were both met with proof provided.

  

  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. American Auto Shield has informed us they will be reaching out to you regarding this matter. 

  If you would like to contact American Auto Shield first they can be reached at 800-531-1925.

  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:
  
  I am rejecting because I haven’t heard from the company yet and the 7 days will be up tomorrow. I have called the number provided twice in the last six days and all customer service can tell me is that there are no notes in the system but it’s still being looked at with no time frame given.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/15/2022

   

  American Auto Shield has informed us they have spoken to you as of today and have gone over the offered resolutions. 

  Please contact them when you make a decision on this direction you wish to take. 

  Customer Relations

   

• Initial Complaint

  Date:11/06/2022

  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 decided to get a carshield warranty on my used 2008 **** Explorer. I thought It would be a great way to save money for auto repairs. Turns out it was a bad financial decision. I have spent an extreme amount of money on Car repairs that Car shield didn't cover. Throttle body; ************ resister and the *** power train control unit. I paid for all of this out of pocket all while paying a monthly premium to CarShield. They withdrew $134.99 from my account on November 3rd and I canceled car shield on November 5th. I was not able to get some of my money refunded. Paying them every month and not able to use Carshield not even once for car repairs is a waste of time and money . I've decided to save money a different way for car repairs moving forward. I'm extremely disappointed and I do not recommend purchasing a warranty with CarShield.

  

  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. Per AAS' you called in to start a claim on 10/20/22 and were told your repair facility needed to call to start a claim.  You were advised your repair facility would need to provide a cause of failure and an estimate of repairs to verify coverage. On 11/4/22 your repair facility called AAS with a claim for PCM failure associated with no communication to Throttle Body assembly. At that time your repair facility was advised PCM and Throttle Body were not listed for coverage per terms of the contract. No claim was started. A list of covered components can be found in Section B of your contract. 

  On 11/11 you filed complaint for dispute of coverage. This complaint stems from lack of understanding of your contract terms and conditions concerning coverage. Your vehicle qualitied for the contract you were sold as no other options were available.  You had the opportunity to review contract after purchasing and cancel within the first 30 days. 
  
  We see that you have already cancelled your contract, as a courtesy 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

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

  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:11/04/2022

  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 signed up for their service on 6/15/2022. They told me at the time my payments would be $59.99/month. I never received the booklet or contract from them. I checked my bank account and they've been charging me $79.99/month. I called them to cancel and get my money back. He told me they couldn't do it if I didn't cancel out the services.

  

  Business Response

  Date: 11/07/2022

  We
  appreciate you bringing this to our attention.

  We have reviewed the recorded sales call during which our sales representative quoted you a price of $69.99 plus tax.  There was no mention of $79.99 or $59.99 throughout the entire call. 

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

  Customer Relations

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

• Initial Complaint

  Date:11/03/2022

  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.

  Brought car maintenance plan 06/04/2022 and the sales representative did not explain to me the difference between the packages based on my mileage, until I needed the maintenance service. Since I had high mileage, it was the representative responsibility to inform me about that critical point as related to my maintenance needs. This was a slick movement and I very unhappy that critical parts are not truly covered and I want a partial refund because this is my first incident and certain parts of the contract are not simply clear enough. If I knew they couldn't help me with critical parts, I wouldn't have considered trying their business. It's like they don't want to repair anything; too many stipulations!

  

  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. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master ********, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. The gauge cluster is not listed for coverage under your vehicle service contract terms.  A list of covered components can be found in Section B of your contract. 

  During the sales call you were given the best contract your vehicle qualified for based on the make, model and mileage.  It was also explained to you that you had 30 days to review the contract and cancel with a full refund should you decide not to keep coverage. 

  Although CarShield has no contractual obligation to do so, we 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

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

  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:11/03/2022

  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 want a full refund for what I have paid Car Shield since May 15, 2020 @ $129.99 a month automatic payment. I have been paying for a warranty on my 2019 Kia Sorento in case something went wrong on my car. When it did, they did absolutely nothing but cost me more money as a result. I followed their instructions and took the car to the dealer when I had a problem with the engine and they would not contact the dealership to approve the work. This was after the dealership had my car for more than a month and I had to rent a car for the same period of time. I continued to pay Car Shield and called them back to inquire if I could take the car to one of their mechanics and they said yes. But never called me back with the information, and when I called them back they never provided a reputable mechanic that I could go to for them. The problem still exists with my car and I am having the work done myself and paying for it out of my own pocket. So as a result of this, I am requesting that a full refund be supplied to me and that they cancel my warranty with their company and never contact me again.

  

  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.  The notes on your account state you had concerns about your check engine light one and the vehicle losing oil. Your repair facility contacted AAS verified that they found P0301 active with oil filling the combustion chamber on that cylinder. The RF determined the cylinder 1 spark plug tube seal to have failed and is recommending that seal and the cylinder head be replaced to resolve this failure. The claim is currently unauthorized and inactive due to your repair facility not supplying thee requested documents as of 7/16/2022.

  In the complaint, you mention that the adjuster never had reached out to the repair facility to move the claim forward. Upon review of the notes, it appears the repair facility called the claim in and then the claim proceeded to sit with no updates for 3 weeks. After sitting for that time, your repair facility left the adjuster a voicemail. The adjuster attempted to call the repair facility back and left a voicemail. After this, the claim continued to sit with no forward movement for another week and a half before the adjuster received another voicemail from the repair facility. The adjuster decided to reply to the voicemail with an email instead since they were playing phone tag. Nearly a month went by with no movement, then the repair facility called for an update. The repair facility was advised of what is needed to move the claim and agreed to send photos and an estimate. Another week went by after this with no movement, and then you called for an update.

  At this point the claim was set inactive and you were notified of what is needed from your repair facility to move the claim. Nearly 2 weeks after this, you called for another update and was advised of the same as last time. The next day, the adjuster received yet another voicemail from the repair facility and called them back to leave another voicemail for them. Later this day the repair facility called the PT queue for an update and was instructed to provide photos to records. After this, the claim sat for over 3 months with no new notes at all. You then called us to request assistance in finding an acceptable repair facility, and were directed to a preferred repair facility from our repair network. About a week later, you called for an update and were instructed to have the new repair facility call us to update the claim. As of now, the new repair facility has yet to call to be updated on the claim.
  
  At this point, there is not enough information to make a proper claim decision or suggest the failure may not be covered. AAS will contact you with an offered resolution.

  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: 11/10/2022

  Complaint: ********
  
  I am rejecting this response because: I ended up having to have the work done myself and paid for it myself with no help from Car Sheild. I am requesting a refund for the payments I've made to Car Shield which I  feel is a waste of money and time that I don't have to do either.  I'm waiting to see what their resolution to my request is before I proceed further and legally.

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

  

  Business Response

  Date: 11/10/2022

   

  A Legal Claims Director for AAS reached out to you yesterday and left you a voicemail. Please check your voicemail and call the number given

  Customer Relations

• Initial Complaint

  Date:11/03/2022

  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 put a claim in for my truck to be repaired my ******** **** *******. They diagnosed that my drivetrain is bad. They gave Carshield the symptoms of the truck and how to repair it. Then they said then need ******** **** * ******* to pull out the old one to take pictures but there would be a chance the labor would be my cost if they denied my claim. I spoke to a representative on 11/2 and he stated as long as ******** **** can tell what the problem is then it would be fixed. I am hearing one thing and ******** **** is hearing another thing. This is very frustrating. My truck is a 2017 and has had ZERO issues before this. I was already weary about doing business with CarShield and now I am annoyed.
  
  I just want my truck repaired by the services that I have been paying $100 per month.
  
  Thank you

  

  Business Response

  Date: 11/07/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS' notes your claim is currently placed in inactive status as you have refused to have the RDI necessary to determine the cause of failure to be performed.

  While AAS knows the result of the failure the cause of failure must be identified. There is also suspicion you operated the vehicle for over 10 days after the claim was filed causing additional damages to the vehicle. Your claim can not move forward without the requested RDI. 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 **********************

• Initial Complaint

  Date:11/03/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with this company. The starter went out in my vehicle and the flywheel in my transmission. I took it to the repair shop and my claim was denied right away. I don't know what I'm paying for if they are not going to take care of these issues. The transmission is apart of the coverage.

  

  Business Response

  Date: 11/08/2022

  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. Per AAS your claim was called in by your repair facility for a starter and flywheel repairs. The repair facility reported the starter gear was stuck which caused damage to both the starter and flywheel ring gear. AAS advised the repair facility that a starter is not listed for coverage under your contract terms. They were advised about the contract exclusion for flywheel coverage due to the starter being a non covered part failing causing flywheel to fail. *** also let you a voicemail regarding the claim decision. On 11/3 you called AAS to inquire about claim decision and were advised of the contract exclusion

  If you have any further disputes or questions regarding your repair claim decision, please contact AAS directly at ************, or see Section ** ******* Resolutions, of your contract.
  

  As a resolution,CarShield will refund your payments in full minus claims paid 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: 11/08/2022

  Complaint: 18353972
  
  I am rejecting this response because:
  
  I'm providing a copy of my contract which notes the coverage.  They are not covering ANY repairs.  I want a full refund of everything that I have paid.  I have documentation from the mechanic on the flywheel.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/08/2022

  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. 

  The only resolution CarShield can offer is a full refund which was offered in our previous response. 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: 11/17/2022

  Per CarShield's isntructions I sent an email to ******************************** however, the email address is not valid. I was unable to send the cancellation email to them. 

  

  Business Response

  Date: 11/17/2022

  Thank you for bringing this to our attention. 

  We receive emails to ******************************* every day. The email is not invalid. 

  CarShield will draft your Settlement and Release Agreement and email to you for your electronic signature within 7 business days. 

  Customer Relations

  Customer Answer

  Date: 11/18/2022

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

  Customer Answer

  Date: 11/21/2022

  CarShield took another payment from me for November and when I called them about it I also inquired about the release agreement and I was told that BBB was playing games with me and they (CarShield) don't draft settlements or do electronic signatures. I just want this to be over and would like my full refund. I am not sure where we stand with this or what I need to do on my end at this time. I did send the email per their instructions. 

  

  Business Response

  Date: 11/21/2022

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

  We are drafting the Settlement And Release Agreement and will send it to you for your electronic signature. Please allow 7 business days to draft the Agreement. 

  Customer Relations

  Customer Answer

  Date: 11/21/2022

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

  Customer Answer

  Date: 12/02/2022

  I don't believe I have received any Settlement Agreement form. I did receive an email on 11/24 from Docusign, but doesn't say indicate about Carshield.

  

  Business Response

  Date: 12/02/2022

   

  We are still drafting the Agreement. We have not send you anything.  We hope to have it to you by the end of the day today. 

  Customer Relation

  ********************** 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: 12/06/2022

  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:11/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took the contract out on 8/16/22. My monthly payment was $148.99. When I needed to use my contact they had me tow my car to shop. Denied to fix it because they said the previous owner stated he rolled the miles back. I accumulate fees at the shop that they refuse to pay of over $900. Cancelled my contract on the October 28th and are refusing to give me a total refund and pay for the service that the shop did to the truck that they authorized the shop to do. Now are saying they refuse to pay for any work the shop did, that they had already authorized the shop to do prior to canceling my contract sticking me with the total bill. They are giving me the run around about the payments I made regarding giving me a refund. When I ask what’s going on they tell that American AutoShield is responsible for my refund. American AutoShield is saying they are not. They are giving the run around. I’ll have to have my truck towed back from the shop. They are saying they also will not pay for my truck being at the shop even though they told me to tow it.

  

  Business Response

  Date: 11/08/2022

  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. AAS has determined your claim was adjudicated correctly per terms of the contract.  Your claim for starter was authorized prior to the contract mileage review for MCE parts/labor. This amount can be paid to your repair facility as a credit towards that repair. Claim was adjudicated correctly as a denial for engine replacement as it was determined mileage was incorrectly reported at contract inception and true mileage of the vehicle was unable to be verified.  The records  you provided were insufficient to verify true mileage of vehicle. This would be an exclusion per contract terms. Storage fees and Tow fees after contract cancellation would not be covered per contract terms. A refund of paid premiums minus any paid claims was issued on 11/7/22. You should receive the refund within 7-10 days. 

  Given that the contract has been refunded in full and cancelled CarShield considers this matter closed. If you have any further disputes or
  questions regarding your repair claim decision, please contact AAS 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 **********************