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: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.

  This company is awful ! They waited until I paid this policy in full to deny my engine claim. They stated that my policy did not enclose pistons which the olive clearly covers. They found every excuse not to cover my paid policy. So now I have a policy I cant use due to they denying anything I place a claim for. I will go through my policy with my attorney and will pursue legal action if needed.

  

  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. Per AAS' notes the original adjuster informed your chosen repair facility that the claim will be denied because of the piston rings sticking to the landings and not actually failed while having zero proof of this. The second adjuster correctly determined that RDI would be necessary to verify the failure and informed the repair facility that RDI would need to be authorized by you to show the failure to the rings. On 12/29/22 the escalation department was informed that you chose to pay for the engine replacement out of pocket denying to authorize the tear down that was requested to continue the claim.  RDI is needed to verify the actual cause of failure to the piston rings as if it is related to carbon your contract has no coverage, but if the piston rings are worn past manufacturers specs/mechanically failed, the contract would have coverage. 

  AAS will be reaching out to you on this matter. Please feel free to contact them first at ************.

  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: 01/10/2023

  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: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.

  On December 17 2022 took my vehicle 2015 ******* to ******* for oil change & diagnostic. Had been hearing humming noises when accelerating, on 22nd got call that transmission was the issue I informed them that I had car shield & to file claim so repairs can begin ! ******* insists that adjuster assigned wont return phone calls or emails . On the 27th I called car shield and insisted a supervisor intervene so I can get repairs done ! Claim number is ******* As of 28th nothing has been done! I called a total of 4 times only to hear someone will contact me in 24 *************** has happened! Dealership has sent them the idomized paperwork & all info needed ! I even left two messages to the adjuster myself by the name of ************************* ext **** at car shield! No response! Please help ! Im a disabled citizen with fixed income that doesnt deserve this treatment! My husband and I are extremely dissatisfied with poor customer **********************! I wish I had read reviews on this company & seen all the BBB cases against them !

  

  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. Per AAS notes your claim was only started on 12/20/22, this is not an excessive timeframe. Your chosen repair facility did not provide estimate until 12/23 which was incomplete and then finally resent a more complete estimate 12/29/22. Verification of cause of failure has not been presented by repair facility and there has been no further diagnosis other than to report a noise from transfer case and no inspection sent to verify cause of inspection.

  Please have your repair facility provide AAS with the requested information so they can move your claim forward. 

  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 unsatisfactory to me.
  
  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.

  Starting on September 6, 2022, 2018 Ford EcoSport started rattling and losing power. Called Carshield was told to take it to their choice of business for diagnosis (*** **** **** *******) who then contacted Carshield and told them the dealership needed to do a diagnostic. The car was towed to ******* **** where it has remained for over 4 months because Carshield playing their games not getting back to ******* **** in a timely manner with invoice issues and also adjustor taking their sweet time responding back as well at the beginning of the process which I had to contact and make threats before anything seemed to start moving. Now it is December28th and per ******* **** they are waiting for payment so that they can release car and Carshield conveniently found issues with invoice and had to make corrections and it is in the payment processing center waiting to be processed in the order it was received. Now it's funny how another of my vehicles that has a carshield warranty broke down in Southern Pines NC and has been repaired, paid, and waiting for me to pick up but they can't expedite getting a vehicle they have basically held hostage through games for over four freaking months

  

  Business Response

  Date: 01/03/2023

   

  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 shortly. 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 **********************

  Customer Answer

  Date: 01/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did reach out but I do not accept how they handled themselves and communication which, was basically initiated by us the contract holder when after a significant amount of time had passed and no one was forth coming with answers.  Also, there is record of repair companies that had received authorization to perform services then when time for payment came ******** **********/CarShield came up with excuses and stall tactics (delays) in paying.   This company needs to be held accountable and consumers be made aware before entering into any agreements with them.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 01/09/2023

   

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

  Customer Relations

• Initial Complaint

  Date:12/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is the denial of my claim ******* with CarShield for several reasons, one is because it took 2 months to have an inspector inspect my vehicle, this was after I sent a message to **** ****** the Founder/Chief Strategy Officer, and ***** *******, Executive VP and Client Relations of CarShield. I never received a contract from CarShield, to this day, and was only communicated to via phone about coverage. This has been very unprofessional with the lack of communication about the status of my vehicle. I provided all of the documentation that was required of me and explained to my adjuster, that prior to the dates I have provided, my ex-husband providing all of the repairs, oil changes and tune-ups on the vehicle. I am now a single mother of seven children, who works full time, do not get any support and have exhausted mine and my children's savings due to the extended times I have had to place on the rental vehicle, which is affecting my ability to pay my bills. I entered a rental on 21 September until December 21st and had little to no communication from adjusters or management until after I submitted the complaints with the Insurance commissioner and the Attorney General, as well as seeking aid from outside legal services. When the claim was denied, it was not communicated to me from CarShield but instead it was from the auto company, *****, that was doing my repairs, over a month after I brought my vehicle in. This denial was determined without an inspector inspecting my vehicle. This experience has caused mental, emotional, and financial stress, especially now not having any transportation and the worry setting in about how I will be able to do all of the above listed duties after the winter break, on January 4th. I am requesting that my vehicle be repaired, a full refund for the rental reimbursement, and a full refund of my premiums due to the lack of, and inability to communicate effective and within a timely manner.

  

  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. ******** **** ****** has informed us that you already filed a complaint with the State of Washington Department of Insurance against ******** **** ******. 

  CarShield is attaching ***' response to the complaint you made with the State of Washington as our response to your BBB complaint. 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:12/26/2022

  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 CarShield in February 2022 for vehicle A, June 2022 for Vehicle B. False advertising
  Vehicle A was purchased used and I asked questions about coverage “Absolutely Mrs. ******, we cover that. That’s what we’re here for.” Fast forward 10 months, timing belt breaks, causing engine to stop and now it needs rebuilt. Suddenly, they won’t cover my claims. I have been without a vehicle for 90 days.

  

  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 *** your claim was denied for the timing belt repair based on lack of maintenance. The timing belt is due per the owners manual to be changed every 60,000 miles. The photos sent in by your chosen repair facility show that the timing belt is severely worn and past due for replacement at the time the failure occurred. A ****** report was pulled confirming that the timing belt tensioner/idler had been replaced on 2/23/2022 after the contract was purchased. The failure itself could potentially be due to a prior improper repair but there is a record to show that the last time the belt was replaced was 98,180 miles prior to current miles on the vehicle. 

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

  Customer Answer

  Date: 01/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I should not be held responsible for the previous owners, no one can guarantee they took care of a vehicle as suggested page by page in the owners manual. Which is why we purchased your coverage.
  Every Honda dealer suggests 60-100k miles or 7 years, whichever comes first. $900 in refunds does not compare to the 3 months of renting a vehicle, $6000 in repairs, or the $2500 in premiums I have paid for two contracts with CarShield. 

  I know I am not the first to be denied on a loophole and to be honest, I am surprised you can still advertise the way you do. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 01/09/2023

   

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

  CarShield's offer a refund of your last 6 monthly payment still stands. . 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: 01/11/2023

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

  I contacted ******** **** the day I filed my complaint, they transferred me to CarShield because it Carshield was the originator of my contract. I spoke to CarShield and asked specifically who I would have to talk to about refunds, the lady I spoke with last stated it would have been her "But unfortunately, she wouldn't be able to help since it was such a large complaint".

  I will continue and file a complaint with ******** **** as well. After reviewing the contract several times, the contract should have paid for the repair, but you chose to find a loophole. We are now out $2600 in contract payments, $4000 in rental fees, $6500 in repair fees on top of being without a vehicle of 90 plus days. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My transmission failed on 7/12/2022- Claim number- ******* After months of calling to get Car Shield to respond to my claim and leaving a substantial amount of updates because my assigned adjuster would never return my calls to this date nor the mechanic calls, my claim was denied on 10/21/2022, Reason given by email that stated the following: After reviewing the claim, the claim was denied due to signs of overheating and lack of proper fluids. Per your contract under GENERAL EXCLUSIONS number 17. BREAKDOWNS resulting from lack of proper fluids are not covered.
  In response, I sent documentation that transmission fluid was not low a week prior to breakdown nor a month prior to breakdown by two service records.
  Car Shield then changed its reason for denial to my not having a leak serviced, which again is not a valid fact because my service record documents that my car was serviced for leak and no leaks were found when the tune up was done to the vehicle one month prior to the breakdown. Mechanic stated had it been a leak, the transmission fluid would have had to have been added but all service records stated clearly that transmission fluid levels were adequate. I could no longer go without a vehicle so I ended up paying $4800.00 for my transmission to be repaired by Main Line Transmission and seek to be reimbursed for that expense.

  

  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 *** the adjudication was correct based on statements from you and your chosen repair facility that fluid was leaking prior to repair and before coverage began and that leaking cooler line lead to overheat of transmission from low fluid level and eventual failure. service records from 3 months prior to claim start date stated there were engine noises and leaks present at that time. The photos submitted by your repair facility show burnt fluid and heavy scoring to drum and related components as well as excessive heat shown to converter hub. This indicates a long term and not instant failure.  Also your vehicle was continued to be operated and was driven in for repairs.

  There was excessive heat shown to transmission components is consistent with long term usage with improper fluid levels continued operation leading to eventual failure.  Your claim was delayed awaiting service records and proof of cause of failure from your repair facility and your vehicle being moved. Your complaint was reviewed by the escalations department and the decision was upheld based on statements from both you and your repair facility as well as service records and photos submitted.

  We see that you have already cancelled your contract and received a refund of one monthly payment. As a resolution,
  CarShield will refund an additional 3 payments upon execution of a Settlement and
  Release Agreement. Please email ****************** to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line for faster
  processing.

  Customer Relations

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

• Initial Complaint

  Date:12/24/2022

  Type:Billing 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 canceling my contract due to ripping me off over the car repair, they fraudulently removed money from my account without my permission. They are not honest.

  

  Business Response

  Date: 12/29/2022

  CarShield has refunded your last payment. It will be refunded to the card on file within 3-5 business days.

  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:12/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarShield is not reputable. I signed up for it only because I saw the Ice-T commercial claiming that CarShield will cover repairs. I paid since June 2021 and then in September 2022 after paying I called for my blower motor to be replaced because the technician at ********* *********** ******* ** stated to me that the reason my AC was not working was because my cabin filter and blower motor were damaged and making the rattling sound I was hearing and continue to hear when I put on the AC, no cold air blew through. *******’s could not accept CarShield insurance so I went to *** ***** ****** ** and the tech opened the blower motor area and checked it. He stated that he call Carshield to get the authorization. A few days later I called *** **** to find out what happened and the technician stated that CarShield refused to cover the repairs.The blower motor is part of the Diamond package I have with CarShield. I don’t want to do business with CarShield anymore. Previous to the blower motor rejection, CarShield could not provide me with simple road side assistance for dead battery. I waited over 4 hours for them to come and start my battery and this was during the summer when there is less road side issues, so there is no excuse for them to have taken 4 hours. Now I want my full refund from June 2021 for the horrendous services and they are instead demanding I make more payments. I am not going to be forced by them to continue business with them. I want everything I paid. I have not been able to get services from CarShield. I want my full refund from June 2021 to October 2022. They have done NOTHING to deserve keeping my money. On December 2, 2022 after I told the agent ******* that I wanted to cancel my contract and get a full refund, she assured me that she was going to personally assist me in getting the repairs for the blower motor done and that she was going to call back in an hour after the call to see if I needed help, but she didn’t. She had also told me not to worry about making any payments but I keep getting calls demanding payment.

  

  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 ***, your claim was not authorized due to the blower motor being denied for no verified failure. The adjudication is correct.  Your repair facility only reported abnormal noise when fan was changing speed, no actual failure demonstrated at this time. Neither the claim or phone calls mention the cabin air filter was damage. 

  As a resolution,
  CarShield will refund your last 10 payments upon execution of a Settlement and
  Release Agreement. Please email [email protected] to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line for faster
  processing.

  Customer Relations

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

  Customer Answer

  Date: 01/17/2023

  I disagree with the CarShield’s offer of refund of only 10 payments. If Carshield does not pay all of my money back I will sue them.

  

  Business Response

  Date: 01/17/2023

  CarShield has in no way violated the terms of your contract. From a legal standing there is no refund due after the first 30 days from purchase. CarShield's offer of a refund of 10 payments in more than generous considering we have no contractual obligation to refund any payments. 

  Your claim was reviewed by the Legal Claims Director for ***, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract.

  CarShield will refund an additional 2 payments for a total of 12 payments as a good faith effort to resolve this matter. . 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: 01/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This is NOT A GOOD FAITH gesture from CarShield. This is not good faith when CarShield could have offered the 12 payments when I first called to request for my refund. This is a game for CarShield and I am not playing it. It’s the full refund or lawsuit for at least 1000 times the amount owed from a Jury in US District Court. I have been too patient and now CarShield wants to play games. It got to this point with BBB because CarShield wanted to profit off off my money for doing NOTHING. I have evidence of CarShield’s employee lying to me stating to me that my car was going to be fixed and not to make any more payments but when I called back to get the approval, another agent told me another story and demanded more payments. I should keep making Payments to CarShield for incompetence?
  
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:12/23/2022

  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.

  The vendor states that they will repair your vehicle, however I took my car to two (2) different repair shops that state CarShield required them to order parts online only and pay for repair.
  
  At some point CarShield would reimburse the vendor of which they would not do. I was also informed that only used parts would be used.
  
  This is not wat was promised by CarShield. I paid for 3 months and no service and received no service when needed. I want ALL MY MONY BACK!

  

  Business Response

  Date: 12/29/2022

  Thank you for reaching out us regarding this matter.

  Carshield and your administrator, ******** **** ******, are
  open to and willing to work with any repair facility that you select. 
  However, each repair facility is able to determine who they wish to do business
  with as well.  In this case they have refused to do business with
  you.  There is nothing that CarShield or *** can do to force any repair
  facility to work with you. 

  Nonetheless, Carshield will refund your last 2 payments as a courtesy upon execution of a Settlement and Release Agreement. Please email
  ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing. 

  Customer Relations

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

  Customer Answer

  Date: 02/15/2023

  Purchased CarShield on 09/22/2022, had to use my policy however I was unable to do so. The shop that I took my car to stated that they are required to purchase parts from the web and are required to use used parts from a website. They would also have to pay out of pocket and request a reimbursement from CarShield. I had to pay $1300.00 for repairs out of pocket. *************** stated the same thing and stated they will not use CarShield At this point I just want a full refund due to services not rendered.
  

  Customer Answer

  Date: 02/21/2023

  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:12/23/2022

  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 December 22, 2022, I received a call from Car Sheild stating that even though my repairs were covered under my warranty. They felt after their adjustor took a look at my vehicle, they were only going to cover one issue involving my vehicle. I later got a call from the advisor at the repair shop stating that how frustrating he was dealing with the inconsistency and trouble. He had dealing with the fact that Car Sheild refused to cover repairs under my contract. Furthermore, the advisor found several safety issues regarding the condition of my vehicle. Which, he felt is not safe for anyone to be operating. Therefore, I contacted Car Sheild again an asked could I speak to someone who handles grievances, and I was transferred a customer service represented. Later, I got a call from a person named ******* but refuse to give me their full named as I requested. Also, ******* did not give me any information to who I can get my issue resolved with. They just keep giving me the run arounds. My car repair is over 1500.00 and I was also told by Car Sheild representives that my rental car would be covered as well, since my repair is covered under the warranty. I ask this question in front of the advisor at the repair shop. An before I contacted ********** Rental Car, I was told that the car would be covered while being repaired. Now, I have accumulated debt for a car repair which is coved under my contract and rental car expenses which I was told was covered. The relief that I am seeking is that my repairs and rental expense be covered. I am asking that someone please contact the repair facility for further information. The repair shop is ***** ***** ***** ********** ***** ************ *** ***** ****** ** ****** **************

  

  Business Response

  Date: 01/05/2023

  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 received a letter from ******** ********. *** responded to Ms. ********'s letter on behalf of *** AND CarShield. 

  Therefore we have attached the letter sent to Ms. ******** as our response to your BBB complaint as well. 

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