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:11/03/2022

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

• 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.

  Good evening.Thanks for the opportunity to share my view on this situation. My check engine light came on, and I took my car to ******** Service Center in VA., on 09/30/22 and the diagnosis came back indicating that there was a oil pump issue, and needed to be replace. This company does not honor Car Shield's Protection Plan. I Called Car Shield and found a company that does take their plan (********** Service ************) and found the codes were for an oil pump and Turbo Charger. Car Shield said they had to send an inspector out to verify. The inspector came out and got the same code reading. Car Shield still wants me to spend over $3000.00 to "tear the engine down!" Several ASE mechanics said the pump needs to be replace. They (Car Shield) asked me to send in my last two oil change statements, which I provided. I have paid $200.00 to have a diagnostic test ran to determine the problem, It is my opinion that Car Shield is being a bit excessive by insisting that the only way they can confirm that the oil pump and Turbo Charger can be repaired under their plan is to "tear the engine down" at my expense This is an unfair demand.(Claim #*******, and Contract # is MRF1430957) i can provide all supporting documents.

  

  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' notes, once your claim was started, an inspection was ordered to verify the cause of failure to the oil pump and turbocharger. Prior to this inspection, there was no request for ***. Upon review of the inspection, the adjuster determined that there will need to be further *** performed to verify the cause of failure. The adjuster explained the terms of coverage for the turbocharger and *** was requested to verify the root cause of failure to the turbocharger. Shortly after *** was requested, you called AAS to get an update.  You were informed you must authorize the *** needed to verify the cause of failure. You disagreed with the request for *** stating the mechanic has stated the vehicle needs an oil pump and turbocharger, so AAS should just take their word for it. It was explained to you how the claim process works and you responded with a request for arbitration. From that point your claim was set inactive.

  The claim is unable to move forward without additional *** performed. With that taken into account, there are two resolutions that can be offered. If you are willing to authorize ***, then the claim process can be followed and coverage can be provided per the contract terms. If you are not willing to authorize ***, CarShield will refund your last 12 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: 11/21/2022

  I would like to reject Car Shields offer of returning twelve months of payments, and request eighteen months of payments.

  
  

  
  

  Thanks again.

  

  Business Response

  Date: 11/21/2022

  Thanks for reaching out us again. 

  CarShield has in no way violated the terms and conditions of the vehicle service.  It is you who is choosing not to have RDI performed thereby not choosing to follow the contract procedures. 

  Our offer of a 12 month refund was more than generous considering there is no refund due after the first 30 days.  Please email ******************************* if you wish to accept and we will draft and send for your signature. 

  Customer Relations

   

   

  Customer Answer

  Date: 11/23/2022

  Complaint: 18330139
  
  I am rejecting this response because:
  
  

  I would like to reject there offer of returning twelve months of payment, and request eighteen months of payments. 

  After countless phone calls with Car Shield, and spending funds for diagnosis for my car issues, and some what being assured that they would take care of my problem, only to find out that would not be the case.

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

  

  Business Response

  Date: 11/23/2022

  CarShield's final offer is 12 month refund with a signed Settlement Agreement. We are confident the facts on this matter will withstand any additional actions you may take on this matter. 

  Please email ******************************* if you wish to accept the offer. 

  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: 11/28/2022

  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:11/02/2022

  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 have paid carshield since 2021 for an extended warranty policy. On October 25th, I filed a claim with them regarding a transmission issue I was having with my vehicle. They took my monthly payment yesterday then sent a letter denying my claim. I was told the coverage would cover all mechanical repairs at any shop of my choice. They are misleading consumers, taking large amounts of money and then denying the claims.

  

  Business Response

  Date: 11/04/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS your claim was denied and the contract was cancelled due to modifications. This was the correct adjudication.

  The inspection shows that the vehicle’s catalytic converter has been removed. There are several legal issues with this, but that does not realistically affect the claim adjudication. When a catalytic converter is deleted it changes the performance of the vehicle. The engine and transmission will work harder to produce power and achieve the proper ratios due to the removal of the cat at the cost of accelerated wear/damage to the transmission. Due to this, the claim can not be covered. This is due to the exclusion found in section D.2.d of your contract which we have attached for your convenience. 
  
  As for the cancellation of the contract, the contract can be cancelled at any time if the vehicle is found to be modified in a manner not recommended by the manufacturer. This is spelled out in contract section O.3. There is no manufacturer that will ever recommend the removal of a catalytic converter as it is in violation of the clean air act.

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

  Customer Relations

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

• Initial Complaint

  Date:11/02/2022

  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 rep asked consumer to fax the attached information to CarShield rep in September 2022. As of yet consumer has not received any information on his reimbursement.

  

  Business Response

  Date: 11/03/2022

  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 and any reimbursement. 

  If you wish to contact them directly they can be reached at *************

  Customer Relations

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

• Initial Complaint

  Date:11/01/2022

  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 ******* ******** got a warrant with carshield I been with them since 2019til2021 and i wrote them cancel my warrant with them they tell me I can't get no refund back I am not happy with them I paid 98.58 amonths I can not get my car fix I just want my money back so I can get my car fix

  

  Business Response

  Date: 11/03/2022

  Thank you for bringing this to our attention. 

  CarShield contracts come with a 30 day review period which allows our customers to review the contract and cancel with a full refund if they choose not to keep coverage.  There is no refund due after the 30 day review as you pay for the month you are covered much like regular car insurance. 

  Although CarShield has no contractual obligation to refund any payments after the first 30 days, 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

  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: 12/19/2022

  I brought a warranty with car shield on 02/01/2019 this my second time writing you all concern this matter I has 2015 ******* sonta leaking oil I has put 4 pack of ***** pack in it I call car shield and explain it to them they told me where to take it everywhere I call they tell me they don't deal with carshield I call them and told the I want my money back they told me they can't refund me my money back and I want to cancel my warranty I need my money so I can get my car fix I paid $99 dollar amonths I was with them 3 year my vin-***************** year 2015 make ******* model SONATA all I need is my money I cancel my car shield on the 10/20/22they didn't tell me when I sign for this warranty that I couldn't get no refund I would have never gotten it I would of went somewhere else so I hope you all can help me get some of my money back I am on a fix income nobody take car shield I need my car fix hope to here something soon this my second complaint

  

  Business Response

  Date: 12/19/2022

   

  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

  Customer Answer

  Date: 12/20/2022

  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:11/01/2022

  Type:Customer Service 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 repeatedly asked these agents of Car Shields warranty protection to Forever cease their almost daily harassment of calls. I have also requested that they permanently remove of information of me from their contact list and Stop Bothering me.Yet they continue on. I am saving all documents related to this issue for future possible legal actions.

  

  Business Response

  Date: 11/01/2022

  Thank you for bringing this to our attention. 

  We have blocked the phone number in your complaint so that no one from our company contact you. 

  CarShield is the biggest provider of vehicle service contracts in the US and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. CarShield never cold calls potential clients to sell vehicle service plans. CarShield only contacts people who have called us directly or made an internet inquiry, thereby submitting their contact information.

  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: 11/02/2022

  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:11/01/2022

  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.

  Bought extended warranty from Carshield around the end of 2021. In the summer of 2022 the car developed an engine problem and the Check Engine light came on. Tried a couple of places but they would not take Carshield because they dont pay. Finally found one place that would take them in the entire ********, ******** area so we took it there. He worked with the Carshield people and his diagnosis determined that a new engine was needed. An inspector for Carshield agreed. A second inspector agreed. For some reason a third inspector rejected the claim. He wanted us to pay ***** dollars to tear down the engine to determine what the problem was. We refused to do this because of the expense and the fact that if it was rejected again then we would have to pay to put it back together. I am confident that Carshield knew we wouldnt spend ***** dollars and take a chance of it being rejected once again. It turns out that the block had cracked allowing coolant into the cylinders and nothing to do with maintenance or lack thereof.We ended up putting a used engine in the vehicle at a cost to us of around ***** dollars. The dealer wanted 1***** dollars and we couldnt afford that. I feel that Carshield misrepresented their product and did not pay for a repair which they should have. After the first two inspectors agreed it needed a new engine that should have been it. Why do they need a third? It seems that it just would have continuously been inspected until someone rejected it. A total sham and ripoff of a company.

  

  Business Response

  Date: 11/01/2022

   

  Based on the name, phone number and email address provided in your complaint, we are unable to locate your CarShield contract. Please email ******************************* with your contract number so that we can properly address your concerns.

  We look forward to hearing from you.
  

  Customer Relations

  Customer Answer

  Date: 11/01/2022

  Complaint: 18342025
  
  I am rejecting this because

  Per your request, the contract number has been emailed to you at *******************************
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/04/2022

  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 notes there was never an inspection performed on this claim.  Your repair facility had sent AAS photos of the vehicle one time. AAS requested *** to get the cause of failure of the low compression correctly identified for proper adjudication as your repair facility suspected there was a failed fuel injector that was stuck open and was washing out the cylinder. Since the *** was never performed and AAS lost contact with you and your repair facility you decided to pay for the repairs out of pocket. AAS only needed to see the result of the damages that caused the low compression to move the claim forward. 

  At the bottom of every page of the contract it states "no claims will be paid without prior authorization."  We have attached a copy of your contract for your review.

  Now that the repairs are already completed and the old parts long gone, AAS no way of verifying the failure. The contract has no obligation to assist with this matter due to the no prior authorization actions.

  CarShield in no way violated the terms of the contract.  It was you who chose not to follow contract procedures. Nonetheless, CarShield is willing to amicably settle this matter with a refund of 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

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

  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:10/31/2022

  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 my 2013 Ford F-150 repaired and CarShield refused to pay the claim,

  

  Business Response

  Date: 11/04/2022

  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 claim is on a Platinum contract 767 days and 13,237 miles into coverage for turbocharger failure.  You state you had concerns smelling burning oil.  Your repair facility's initial diagnosis found a leak at the passenger side valve cover and driver side turbocharger seal. The assigned adjuster requested that you repair facility perform RDI to show the cause of failure of the turbocharger. After this was requested, about a week went by, then your repair facility was contacted for an update.  Your repair facility refused RDI at that time stating they did not want to tie up a lift. After this, 12 days went by until you reached out to AAS to request reimbursement for the repair for the turbocharger you had paid out of pocket. The request for reimbursement was denied, and the claim was placed into a denied status under the reasoning of no prior authorization.  It clearly states at the bottom of each page on your contract "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION
  CALL 720-376-6882 or 800-856-7884" you chose to ignore this provision of the contract and your claim will remain denied.  We have attached a copy of your contract for your referenced. 

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

  Customer Relations

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

• Initial Complaint

  Date:10/31/2022

  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.

  Effective January 18, 2022, we purchased a Monthly Diamond XT w/Elite warranty contract from Carshield, Contract #: **********, for a monthly sales price of $139.63, on our 2015 Ford Escape Titanium. On our way home from church on October 23, 2022, the air conditioner was not delivering cold air. On Monday, October 24, I telephoned Carshield at 800-531-1909, at 8:56 AM ET to notify them of a needed repair. ****** **** told me I could take our vehicle anywhere to be repaired. I asked if there was a network of repair garages for Charshield and she sent an email after our call. Unfortunately, ******* **** was not listed. We dropped off the Escape at Brandon Ford at 9:00 AM ET. I showed the service writer the Carshield contract and he said "we don't deal with those people." ******* **** completed the repair and I paid them $489.15 at 5:08 PM on October 28. In speaking with Carshield today at 12:11 PM ET, I was told I should have taken our car to one of the listed repair shops in their network or I should have had my chosen repair shop call them before the repair was attempted. If I submitted a claim to them, they would deny it.

  

  Business Response

  Date: 11/01/2022

  Thank
  you for bringing this to our attention.

  Carshield and your administrator, American Auto Shield, 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 AAS can do to force any repair
  facility to work with you. 

  We see that you already canceled 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

  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:10/31/2022

  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 bought a 2004 Dodge Ram with 50k miles. Although CarShield lists on the website several locations close to my house, none actually participated with CarShield. A CarShield representative finds *** **** (20 miles) away and asked me to tow it there. *** **** representative said it’d be an $800 teardown fee but that would be reimbursed. I called CarShield who said that information was correct so I proceeded. Once completed, report sent to CarShield indicated that they can’t be 100% clear as to why the engine won’t start but gave 2 could be scenarios. I had a diagnostic performed a month previous and have that report.

  

  Business Response

  Date: 11/03/2022

  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 was authorized for the replacement of the head gasket to be issued as a cause of failure credit. This was the correct adjudication.

  Your repair facility provided several photos that demonstrate the failed head gasket. The repair facility's diagnostic report shows that they believe the engine overheated first and caused subsequent head gasket failure, but there is no solid evidence to prove that this is the case. The head gasket authorization is a best case scenario you as there is no coverage for any failure due to overheat on this contract, and that is the only thing that could have caused the engine damage in this case.

  If you have any additional
  concerns regarding this repair claim, you may contact American Auto Shield
  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 ********************** 

  Customer Answer

  Date: 11/06/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  CarShield hasn’t honored my contract. Reason for “tear down”, which costs $800 didn’t give a clear indication of why the truck just slowed to a stop. ******* clearly states that they aren’t sure why.
  
  Sincerely,
  
  
  
  ****** Banks

  

  Business Response

  Date: 11/08/2022

   

  As stated in our previous response, American
  Auto Shield is the administrator of your contract and has full authority over
  repair procedures, approvals, denials and payments.  If you wish to
  dispute a decision made by American Auto Shield you will need to contact them
  directly at ************, by mail at 1597 Cole Blvd, Ste. 200, Lakewood,
  CO, 80401 or see Section M, Dispute Resolutions, of your contract. 

  Customer Relations