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:12/21/2022

  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 CarShield extended warranty when I found out my vehicles extended warranty wasn’t for 100k miles and had stopped at 65k miles. I listened to all the rules and regulations and understand them but they don’t abide by them. I paid $135 or there about just to get denied because they say it’s to early in the game for my transmission to go out, even though it was over the 20 day 500 mile required by their policy.

  

  Business Response

  Date: 12/29/2022

   

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per *** your claim was called in on 12/08/2022 with a breakdown date of 11/24/2022 and breakdown mileage of 79,420. The claim was immediately denied due to the provided breakdown date putting the failure inside of the waiting period.  You were notified of the denial at that time. 

  Upon review of the call in which the CH had called to check for coverage, the CH provided a breakdown date of 12/01/2022. Based on this breakdown date, the claim is 23 days and 3873 miles into coverage and should not be denied due to the waiting period.
  
  Based on the current
  reported mileage, this vehicle is driving over 200 miles a day. This contract
  does not include the commercial addendum, and this daily mileage raises some
  concerns. While the waiting period cannot be used to stand on the denial,
  additional verification of the following is needed to move forward: true
  inception mileage, the true breakdown date, and regular and routine maintenance
  per the manufacturer recommendation. ******** **** ****** will reach out to you and your repair facility to obtain the needed information and make a claim decision then. 

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

  Customer Answer

  Date: 12/30/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: Still denying the claim on information unknown, the vehicle is not a commercial vehicle as I drive from Owasso, Ok, to Cushing, Ok 5 days a week for work and I also travel to other areas of the country via driving for my job.  With the transmission issues not being covered as stated they should have been from the warranty company I'm unable to make it to work using my primary vehicle.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 12/30/2022

   

  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 M, Dispute Resolutions, of your contract. 

• Initial Complaint

  Date:12/21/2022

  Type:Billing 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 November 26, my truck was stolen and subsequently totaled by my insurance company. Since that time, I have been fighting with insurance company, lien holder, DMV and multiple police municipalities to resolve this issue. On 12/21, Carshield, charged my premium to my credit card. I immediately called and explained the situation and what I have been dealing with in regards of my stolen truck. The customer ********************** representative asked, if I wanted to transfer the service to another vehicle, I informed him that I do not have another vehicle to transfer it to, he then put me on hold to speak with his supervisor regarding issuing a refund. (SN: The payment is for ********* The *** comes back on the line and stated that his supervisor '*****' stated that since I did not call them to inform them of my truck being stolen, that there is nothing that they can do, and I will not be receiving a refund. Again, the payment came out on 12/21 for the month of January. I asked to speak with a supervisor, to again, explain the issue. The *** stated that they cannot transfer me to any supervisor instead I would have to wait ***** hours for supervisor to call me back. BUT he did cancel my policy per my request! Why should I be responsible for ANOTHER month of services when I do not have the vehicle it is attached to?

  

  Business Response

  Date: 12/21/2022

  Thank you for bringing this to our attention. 

  CarShield will refund your last payment. You will receive it back to the card on file within 3-5 business days. This will also cancel your contract.

  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: 12/22/2022

  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:12/20/2022

  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.

  when I started my policy they said that all i had to pay was my monthly payment and then the deducatable at the car shop. i took my car into the service shop to get repaired and they denied paying anything from the machanic shop as well as the remburcement from the loaner. i called to cancel the policy last month 11/2022, was told the policy was canceled and no other payments would be taken from my account. 12/20/2022 another payment was taken out of my account i called to find out why and was told becuase the person prior didnt cancel the policy or make a note it was my problem.

  

  Business Response

  Date: 12/21/2022

   

  CarShield will refund your last payment. You should receive the payment back to the card on file within 3-5 business days.

  Customer Relations

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

   

• Initial Complaint

  Date:12/20/2022

  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 2013 Lincoln that I purchased in June of 2020 with an extended warranty
  Policy is called Powertain Gold. It has a list of the parts including parts for the
  Drive axel the rear deferential rdu clutch has
  I called the administrator at ******** **** ****** and they said I could
  I had taken the car to a Ford dealership in Florida and they diagnosed the problem and I gave them a copy of my policy and they said they could not cover it because it was not an internally lubricated part but I assured them that it was and that the part was covered under my warranty that I have been paying for every month.
  They finally said they would accept the claim but the car had to be at the repair shop. So I scheduled a date to have it repaired which was yesterday.
  They called the claim administrator and they told them they would not cover it after they had already assured me they would cover it.
  Finally a supervisor that was a specialist said No we will not cover it. Now I am having to pay $2221 for the part.
  I have been paying over 100 a month since I have had the car in June 2020.

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced.

  On 12/01/2022, **** from ******* Ford called to initiate a claim on this contract for radio and drive axle failures. They determined the radio failure to be a failed ACM control module, which is not listed for coverage on this contract. The shop determined the drive axle failure to be a failed active torque coupling. This was also determined to be not listed for coverage on this contract as it is not an internally lubricated components of the drive axle, and no claim was opened.  You and your repair facility were notified of this claim denial.
  
  After this denial, you proceeded to call CarShield for clarification of coverage. Upon review of the call included with this matter, you were provided correct information regarding the denial. During this call, you were instructed to review their contract for section M should they wish to proceed with disputing this decision. You understood what they were told at this time and the call ended with no further action at the time.
  
  Being that this is a Powertrain Gold contract, there is no coverage for anything related to the radio or the radio itself. Upon further review of the description of operation for the active torque coupling, *** has confirmed that it is not an internally lubricated part to the rear drive axle. It is actually an electromagnet which is electronic component and it is located between the driveshaft and rear differential. With this information considered, the current coverage decision provided is correct to the contract terms and will stand. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  With the failed components in question being verified as not being listed for coverage there will remain no coverage for this claim. This contract does not have any previously paid claims. As a resolution, , CarShield will refund your last 6 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 **********************

   

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising 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.

  Harassment. They are calling me 6-7 times a day despite me telling them to quit calling me. Unfortunately because of my position in my career I have to answer every call. I tell every person who calls from there to quit harassing me and a couple hours later they call again.

  

  Business Response

  Date: 12/20/2022

  Thanks for reaching out to us regarding this matter.

  We see that you contact information was added to our do not contact list today 12/20/22. We do apologize for any inconvenience. 

  Customer Relations

   

• Initial Complaint

  Date:12/20/2022

  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 12/1/2022 it started to over heat on my way home from work. I stopped and let the car cool down while driving home I was about 3 miles form my daycare and home. I immediately on 12/2/2022 in the AM drove it to the car shop and dropped it off. After the shop looked at my car it was determined that the gaskets were leaking just enough to make the car over heat. The heat of the engine was was evaporating the condensation(per the automotive shop). The shop turned in the estimate to CARSHIELD and the initial adjuster accepted the claim. Over the course of the first week the shop spoke to the adjuster and sent in all required documents or other items necessary. On Friday 12/9/2022 they asked me to fill out a questionnaire and the shop to send in pictures i believe. On Tuesday 12/13/2022 they had not even sent the questionnaire to the adjuster so there would be another delay. I spoke to them each day for updates, on 12/16/2022 the adjust still had not looked at it i asked for a manager the manager said he would get the stop and adjuster on the phone. Yet again!!!!!! they want more stuff, these diagnoses of car repairs are very common all of this could have been asked the first week of the request. They are just looking for reasons not to pay. On Monday 12/19/2022 I spoke to another manager just asking for at least what I have paid into car shield which is 16 months which equals 1280.00. She kept referring to my contract and that they needed yet more stuff a video and pictures and they may need to send out an inspector. NO ONE can live without a car that long especially a single mom in a single income household. They should be ashamed of themselves. If my dad had not stepped in to help I would still be without a car, they owe me at least what I paid in from 9/20 to 12/22 which is 16 months. I want something for this repair and all the lies and smoke screens to stop. I want a refund for what I paid in for false advertising. Claim number *******

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has
  FULL authority over repair procedures, approvals, denials and payments. 
  We have contacted them to obtain information on the repair claim you have
  referenced. Per their notes, your repair facility reported that the vehicle overheated and it is causing coolant to leak into the combustion chamber. They also reported that the vehicle only has 1 gallon left of the roughly 3.5 gallon cooling system. Furthermore, your repair facility reported that the vehicle was overheating, a message on the dash stated “The vehicle is overheating” and you chose to drive the vehicle to the repair facility in this condition. This is clear evidence of continued operation and no effort made to protect the vehicle from further damage once a failure was identified. No records have been provided but this is a non-serviceable component failure and ****** shows no red flags for records.

  The most we are looking at coverage wise is head gaskets. The contract only covers failure of the cylinder head or block if damage is caused by an internally lubricated component, which a head gasket is not, and furthermore excludes coverage for any failure due to overheat in contract section D.2.p. To verify head gaskets as the initial cause of failure teardown has been requested, and reportedly completed by the repair facility. The repair facility was instructed to provide photos to *** demonstrating inspection-like photos of the failure and vehicle. That is where the claim currently stands, and the claim can not proceed until these photos are provided. 
  
  As a resolution,
  CarShield will refund your last 6 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: 01/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I am hoping you will consider giving me more than 6 months of my payments of 79.99.  There was a statement made by your adjuster that my car is only worth 5k which leads me to believe that you never had any intention of covering repairs on my car and honestly shouldn't have sold me the policy if part of your decision making is based on the value of the car.  The whole reason a person gets coverage on an older car is to one avoid making a car payment which can be costly and also to cover yourself when repairs do come up.  The end bill was 3400 dollars and I never expected for you to cover the whole cost of the bill however, I do feel it is reasonable to get what I paid into car shield.  I have paid at least 15 months of payments to car shield.  
  
  
  
  
  
  
  
  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 will refund 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

   

  Customer Answer

  Date: 01/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Thank you for your response after further research I do not feel that I even should have been sold this policy the repairs listed in the contract by car shield are all very costly and would almost always be higher than the value of my car.  I do not feel it is unreasonable to ask for all of the payments I have made to car shield back as I did not benefit form that insurance.  Again your adjuster made a comment on the value of my car.  My repair bill was 3500 dollars, car shield did not even offer to pay what I had paid into them which is 1280.00 to include this months payment that is about to come out.  There were numerous delays which no one can be without there care for extended periods of time and maintain a job and be able to take care of their kids.  On week TWO you were still asking for things.  CAR shield does this all day long, they get calls about the same repairs.  Why where we asking for things still the second week, when the FIRST call was initiated all of those items should have been asked for. Also the we have 48 hours to review what was sent in always resulted in my calling the third day to get it escalated for them to look at it.  I feel that i am owed the money I paid in and i am not being unreasonable again the bill was 3500 dollars and I should have never been sold the policy if my car is worth what you guys feel it should be worth.  I respectively ask for my 1280.00 back which is reasonable and what I paid into car shield.
  
  
  
  
  
  
  
  Sincerely,
  
  
  **** ********

• Initial Complaint

  Date:12/20/2022

  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 a contract with this company. They told me if my car needed repairs, they would tow my vehicle and give me a rental vehicle. They said it would be towed within four hours. I had issues with my car and it took them seven days to tow it to the shop and then they didn't know which shop they towed it to. My car has been in the shop for three weeks. Nothing has been done to my car. I have called Carshield numerous times speaking to supervisors and nothing is being done. They have everything then they keep making me jump through more hoops for more things. They keep giving me excuses as to why I didn't get a rental. I'm going to lose my job if I don't get there. 

  Customer Answer

  Date: 12/27/2022

  I have contacted Carshield and they will not give me any further information due to legal litigation, and the only person who can give me information is someone called ***.  I have reached out to *** ext: **** and left eleven voice message and still have not heard anything from him.  

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.
  

  As
  noted on the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has
  FULL authority over repair procedures, approvals, denials and payments. 
  We have contacted them to obtain information on the repair claim you have
  referenced. Per *** your claim was started on 12/2/22 for a transmission concern. You stated to *** that you could not find a repair facility close by to work on the vehicle.  Your call was escalated when you said you were unwilling to pay difference in tow costs if tow was over the contract max for coverage.  Your were then advised by the escalations department of website listing shops in his area. You advised he did not wish to pay any amount for tow if it was outside the contract tow benefit maximum.  You stated you were not satisfied and advised you would be taking legal action.

  On 12/5 your vehicle was towed from your street to the current repair facility. The repair facility called in claim for transmission concern and reported that your vehicle was in limp mode with only 1st and reverse gears working. DTC of ***** was reported. Fluid was reported to be full in fair condition. *** advised your repair facility to remove pan to show metal in system and to provide vehicle identification photos and cause of failure photos with freeze frame data along with estimate for repairs. The repair facility that was contacted stated they were not the correct shop per information given.
  
  On 12/12 you gave the correct phone number to continue claim. *** contacted your repair facility and a voicemail was left to return call and continue claim. On 12/13 you called for claim status and were advised the adjuster had left a voicemail message with your repair facility that had not returned the call to get claim moving.
  

  On 12/14 your repair facility called *** and were advised Vehicle photos freeze frame data, an estimate were needed to move claim forward.  Your repair facility sent some photos and an estimate over for review but there were photos to document vehicle identification missing. You called to inquire of claim status and were advised the repair facility diagnosis information needed to be sent over.

  On 12/19 you called *** again for claim status. You were advised *** still needed the vehicle photos with identification, your statement and service records for 12 months to verify mileage at inception.
  
  On 12/20 Per your statement, the vehicle issue occurred on 11/27, the check engine light was on at that time and fluid leak from transmission. You also stated you were a mechanic and do all your own maintenance.  You advised you did not keep receipts for maintenance and had no records to provide.  The call was then ended abruptly. CarShield then called *** to check claim status. *** advised CarShied that service records were requested.
  
  No claim decision has been made. The claim decision is pending on service records to verify correct inception mileage.  The service records you submitted are too old or have no mileage shown to verify correct mileage or confirm In ******.  you were advised to provide a service records of some kind around the contract inception date so that inception mileage can be verified. ****** shows last record was 12/31/2021 at mileage listed 143,953 not sufficient to verify correct mileage at time of inception and would be long maintenance interval. Current claim mileage listed at 163,518 Per your contract service records can be requested to document mileage for short term coverage. Your claim will remain inactive until service records can be shown to confirm inception mileage.
  
  You have been advised what is needed to continue claim. Per *** you have not sent in a verifiable service records to confirm accuracy of mileage reported at inception. Claim decision has not been made and is pending is service records.
  
  If you do not wish to follow claims process, 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:12/20/2022

  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 brought carshield cause my vehicle had high mileage in it and no warranty which is why I got carshield it covers your major part engine ,transmission axile,water pump the major parts carshield calms the warranty starts cover immediately so eventually my engine did go I was told to take it were I want that accepts them and they provided a list so I had the vehicle towed to the dealer which diagnose it was the engine which they told me that if car shield asked for a breakdown of the engine and did not pay for it I will be responsible to pay for it which will be $3000 which I told them I do not have 3000 I pay car shield, energy cover it which I call car shield and complain to them. They also stated that I didn’t have them for 12 months which when I signed up for cardshield, never mention that if some happen before the 12 months that it wasn’t covered so I told car shield that I’ll be calling the better bureau or the general on them cause what would be the problem that they wouldn’t pay for it so I told them I am not agreeing to the breakdown because if they don’t cover it, I don’t have $3000 so the dealer called me back and said car shield wants proof of my old change for the last 12 months which I provided my old change from 2019 to now then the dealer calls back to tell me they had to take the veil off to get a sample of the oil to send to car shield. I responsible for that diagnose awesome so now I’m waiting to hear back from them to see if car shield is going to cover it. It seems like Car shield is trying to find a reason not to place the engine. It don’t even have to be a brand new engine. It could be a used one. I don’t know how they handle the situation or how they decide if you get a new or rebuilt engine but that’s where I’m at right now waiting on a dude. Call me back to let me know if car she was going to cover it

  

  Business Response

  Date: 12/29/2022

  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 their notes, your claims stalled out over a request for verification of failure from your repair facility. Your repair facility is reporting a locked up engine. AAS requested your repair facility perform RDI to demonstrate the cause of lockup.  Your repair facility reported that this RDI would cost you $3,000 and you refused to authorize it as you did not want the out of pocket risk. You requested several times that AAS authorize RDI to which you were advised they can not do that. In an effort to assist you AAS advised the repair facility to just remove the valve cover, which is a very simple job on this vehicle, to demonstrate the top end condition. No signs of failure were demonstrated but the valve cover is heavily varnished, which causes some concern for lack of maintenance. The oil sample also appears to be fairly black. There were some issues with you providing AAS with records, but once you were able to do so it is just a history report from ********* and no full invoices are included. It does show engine treatment was added in the last two services which causes concern for continued operation and improper maintenance as well. These are not full invoices, but they are however verified through the Carfax report as to be accurate as far as date and mileage reporting.

  At this point AAS is unable to provide authorization without a clear demonstration and verification of failure. AAS must ensure the failure is coverable by the terms of the contract, and right now is that the engine is locked up.  You will have to authorize teardown to demonstrate the failure as previously requested.
  As a resolution,
  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 RelationsCarShield
  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:12/19/2022

  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.

  Carsheild has not honored the agreement, that I was told at the start of my warranty plan. I have paid Carsheild 115.00 a month since October 2021. Never missed a payment and I was told that I can cancel at any time and would receive a full refund. I have never received services from my warranty plan. So I asked the supervisor, for my money. They just told me that they were keeping my money. I need my refund back, I was told that up front when I signed up. They lied to me to get my business. Please help!

  

  Business Response

  Date: 12/19/2022

  Thank you for bringing this to our attention. 

  As was explained to your during your call to the CarShield customer service department on 12/5/22. There is no refund due on any CarShield contract after the first 30 days. Much like regular car insurance or health insurance there is no refund just because there were no claims made. Your monthly payment provided coverage for your vehicle for the following your month. 

  As a resolution,
  CarShield will refund your last 6 payments upon execution of a Settlement and
  Release Agreement. Please email ****************** to confirm the
  cancellation and refund. Once we receive the email, we will draft the Agreement
  and email it to you for your review and signature.  Please make sure to
  include your name and contract number in the subject line for faster
  processing.

  Customer Relations

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

• Initial Complaint

  Date:12/19/2022

  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 hired Car Shield for my 2014 Audi protection, paying them a 181.00 a month and the things that needed fix they say they don't cover, so the thing they did cover, the repair shop getting the runaround on getting paid about that and my car been at the repair shop for 3 months now and they also said I was entitled to a rental car in the contract that was a lie too I need my car, when I get it I had to take to have it tow to another shop to get fixed after being without my car for over 3 months. Ice tea and all them other actors need to be ashamed for supporting that bull.

  

  Business Response

  Date: 12/29/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, ******** **** ****** ***** is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per *** your vehicle presented to your chosen repair facility with a concern of 'tow in - runs rough low power'. your repair facility's initial diagnosis confirmed the concern and determined the turbocharger to be internally failed. The turbocharger will not build boost. DTC P0299 is present and active. The adjuster requested an estimate and photos of the failure The repair facility provided the requested documentation, and the adjuster proceeded with authorization for turbocharger replacement per the terms of the contract using ***' supplier part. After some time of no activity, your repair facility called for an update on the part ETA and was advised that the part order did not successfully go through earlier. The part order request was sent on 11/22/2022. After more time of no activity, your repair facility submitted the invoice for payment to be informed that they must provide a complete invoice for payment. No further action has been taken from this point.

  Upon review of your claim notes, there are 2 mentions of a timing chain failure, complete with DTCs. Upon review of the estimates and invoices provided by the repair facility for this claim, there is also a timing chain repair quoted and billed. Upon review of *** has no grounds for denial of coverage.

  A review of the ****** for this vehicle does not raise any red flags regarding inception mileage or abnormal services. The ****** does not show any evidence of normal maintenance. At this point, clarification is needed regarding the timing chain issue. To move forward, *** will review the authorization with your repair facility and request additional information about the timing chain failure. Depending on this information, coverage will be determined per the terms of the contract. Additionally, since there were some delays due to an error with ordering the part, *** will request any rental invoices from you for the duration of this claim to review for reimbursement. 

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