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:10/30/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this product with Carshield for three years now. I have had a few claims with Carshield and received service for my repairs with no problems. I recently had to take my vehicle back for another problem which is with the engine. The claim was approved at first and then I received an phone call informing me that my claim was denied. I have contacted the company several times and even spoke with several supervisors and got no where. The reason that I was given for the denial of my claim was because they claimed that there was no engine coolant in the radiator and no motor oil. I just recently had an oil change along with me having the radiator being replaced as well. I am very unhappy with this company. This is the only vehicle I have to get around and I am very surprised that when I need this company the most they let me down after I have paid for this product faithfully for the past three years. All of the documentation from the dealership was faxed over to Carshield to let them know that I need an new engine in my vehicle. I would like results and my car repaired.

  

  Business Response

  Date: 11/02/2022

  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 you presented your vehicle presented to the repair facility with a concern because the check engine light was on and the vehicle was shaking'.  The repair facility's initial diagnosis verified the concern and found DTCs P0300, p0301, p0302 were present and active with the check engine light flashing while the engine was running. The tech believed the timing had jumped causing catastrophic internal engine damage, but still needs to confirm with RDI. The repair facility is recommending engine replacement to resolve this failure. The claim is currently denied under the reasoning of continued operation and run low of coolant.

  The towing history very clearly shows that this vehicle has been operated until it could no longer move under its own power on multiple occasions and you have failed to take the necessary steps to have the vehicle properly repaired. Based on this information, the current denial of coverage is correct to the contract terms and should stand. The total of paid claims on this contract totals to $1241.07. If you wish to cancel your contract, 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 ********************** 

  Customer Answer

  Date: 01/05/2023

  They told me initially they would cover the engine replacement.  They told me they wanted some pictures of the inside of the engine.  They contacted ******* and they reported that information to me.  They told me it would costs $800 to get the pictures.  I didn't have $800.  That's when Carshield denied the claim.  I have been with Carshield for three years and made my payments on time. 

  Carshield said in their response they would cancel the contract and give me three months refund.  That's an insult.  I would accept a refund for nothing less than 12 months. 
  

  

  Business Response

  Date: 01/05/2023

   

  Thank you for reaching out to us again. 

  CarShield will refund your payments in full MINUS CLAIMS paid upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing. This is only resolution CarShield can offer as the marketer of the contract. 

  Customer Relations

  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:10/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I took my truck to the shop. They had a hard time corresponding with carshield. It took 2 months to get a resolution of there coverage. It says they cover motors. Mine needs a motor. We fought with them over their decision. They were only covering the cam shaft and lifter. Up to $2000. We are responsible for the $8-10,000 for the block. Simply because we didn't tow it in. It was drivable. We didn't even know it was needed what it needed till we took it in. It had a tick under the hood. The shop alone is 40 miles away. Have you ever called roadside when your is still running?? We haven't. So they never planed on fixing it to begin with. Plus to have no truck for now 3 months over this. They are liars and crooks. Please handle this.

  

  Business Response

  Date: 10/31/2022

  Based on the name, phone number and email address provided in
  your complaint, we are unable to locate your CarShield contract. Please email
  [email protected] with your contract number so that we can properly address
  your concerns. We look forward to hearing from you.
  

  Customer Relations

• Initial Complaint

  Date:10/28/2022

  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 3-29-22 I called and got car shield. I pay a $116 Dollars a month. Which equals ****** for the past 7 months I have paid it. I called them today because I have called 12 different service centers trying to find someone that takes car shield and no one takes them. I asked them to just give me a refund of the money I paid because i was under the impression that people around me would take the service of car shield. They then gave me 3 more service centers that I called and they also do not take carahield. I called carshield back and asked again for a refund and they said since the contract is on a month to month basis a refund wouldn't be possible. In the contract that I paid for states that any and mostly everything would be covered with them. They provide a list of service centers on their website that is an outright lie. Because I called everyone listed and they DO NOT take carshield. ***** and ***************************** Contract # MRF4117643

  

  Business Response

  Date: 11/07/2022

   We appreciate you bringing this to our attention.

  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 AAS can do to force any repair facility to work with you.

  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-*********. 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:10/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a family emergency and death in the family, during a trip to get to my family my truck broke down. This policy stated they would cover all repairs and rental car fees. I filed a claim and rented a vehicle. This company approved repairs and to pay my rental bill. I turned in the rental when instructed to, but a few days later the rental company called stating this company denied paying for the rental car. This company has done nothing but lie, mislead, and stall these repairs. I have no truck, no repairs and no rental. I am left in this position because they misrepresented this policy from day one.

  

  Business Response

  Date: 11/07/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS there are issues with the supplied parts they had sent in. The first one was wrong and the next was missing parts or had parts for another model installed that needed to have swapped over to correct this. There is also an issue of your rental not being paid. AAS shows $760 that was authorized to Enterprise and paid on 11/5/2022.

  Currently it seems that all the repairs necessary and covered in the contract have been authorized to the repair facility, last authorized date  was 11/1/22.
  
  AAS will reach out to you and your repair facility to get the status of repairs and also go through all the information. They will also request a copy of the rental invoice to be reviewed for possible reimbursement. 

  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:10/28/2022

  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.

  10/13 my 2014 Dodge Ram breaks down. CarShield leads me to a tow truck. Tow truck leads me to a car shop CarShield advise me to go to. Its now 10/28, I have not received an estimate or Diagnosis, so CarShield can approve me to get an rental Car. Im always having to call CarShield on updates, this situation is very Uncomfortable! is part of the contract, after two weeks still not past part two.

  

  Business Response

  Date: 11/01/2022

  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. Upon review of sales call, it has been verified that you did not disclose that this vehicle has a salvage title/branded title when asked at the initial sales call.  You were specifically asked if  you vehicle had salvage or branded title and responded "no." Therefore this vehicle would be ineligible for coverage of repairs. 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.

  As a resolution,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

  ********************** 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: 11/07/2022

  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:10/28/2022

  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 had trouble finding a repair shop that would look at my car because non of them will except Carshield. I called CarShield and they found a shop for me to have my air conditioning looked at, but now it has been months and they just give me a run around. My mechanic has provided them all the requested estimates and reports, but Carshield stated they don't see my mechanic ever sent them. Nothing they say makes sense, they just give excuses to stall the repairs. Why would I or my mechanic do anything to prolong a repair for months. I am sure my mechanic would simply like to complete the repair and be paid for his services.

  

  Business Response

  Date: 11/01/2022

  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, you called in to inquire about a concern with the A/C and a trunk lid not closing or latching properly. You were advised to have your repair facility call AAS to start a claim. A claim needs started and claims process followed. Your repair facility would need to call AAS so that verified a covered cause of failure could be documented and claim process carried out.

  You were sent a list of repair facilities to choose from and were advised to send an estimate over so a claim could be started and reviewed for authorization. If you have any additional
  concerns regarding this repair claim, you may contact American Auto Shield
  directly at 800-531-1925. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations
  

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

• Initial Complaint

  Date:10/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have experience a BALL OF CONFUSION from the time I started a car repair warranty claim. I purchased this warranty about 3-months ago, and was instructed to upload all my services records to the AUTO SHEILD app, which I did as instructed. Once I filled a claim, on 10.21.2022 auto shield instructed me to file my claim with American Auto Shield and they requested these service records again because they couldn't access the upload records i had already sent auto shield. After they couldn't access the app records, I was asked to send these records to a email address in which I was able to do. This point My car has been at a repair shop for 7-days and they still claim they can't see them records. I went ahead and authorized the repair shop the make the repairs because of the length of time my car had been waiting there. Now after all the BALL OF CONFUSION of try to get this resolved, will not reimburse for my cost. Please reimburse for my out of pocket costs. I don't think I will ever use AUTO SHIELD in the future.

  

  Business Response

  Date: 10/31/2022

  Thank
  you for bringing this to our attention.

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced.  Your claim was reviewed by the Legal Claims Director for AAS, an
  ASE-Certified Master Mechanic, who determined the claim had been adjudicated
  correctly and in accordance with the terms of the contract. The claims process was not followed by you or your repair facility and sufficient time was not allowed to complete the claims process.  The claim delays were not excessive and your repair facility did not provide documentation to verify a covered failure.

  As a resolution,
  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:10/27/2022

  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.

  It started about April 13th 2022 been paying about $100 a month and the coverage was the Platinum and they said that everything would be covered was like is there anything else I should know anything that there should be that I should know except for sending you a policy and never got the policy only got an email a week ago saying I owed them $100 my car also broke down in that same time called them they could not find me they were not able to send out a tow truck which was provided in the insurance so I had to use a different source of towing to be able to tow my vehicle to the shop that they recommend and it was the first one that they recommended I went to the people at the shop very nice very caring and understanding of also had several problems with car shield and delaying or denial the shop even told me to cancel my coverage and to ask for full refund which I also did right after I got off the phone with them and they told me that they're going to have to have a supervisor call me back then when they supervisor called me they charged my bank account without authorization to deny all work that needed to be done to the cooling system for the engine they said that they would not cover it because it is not in my policy to cover those things in California because I have a California policy and in California they do not cover as much as other states and doing some research they don't cover anything for anybody is what I've seen not even ask them what are the things that are not covered they're like it's in your policy or supposed to read your policy never got a policy and then they sent me another one after my car needs repair

  

  Business Response

  Date: 11/01/2022

  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 you presented the vehicle to your chosen repair facility with a coolant leak coming from a coolant pipe and was informed there is no coverage for that failure.  It was you who then authorized that repair, and after performing the repair, the radiator was found to be obstructed.  Your repair facility is recommending radiator replacement to resolve this failure.
  

  Upon review of the contract coverage terms, AAS has verified that the radiator and coolant pipe are not listed for coverage. Based on the information provided, the coverage decision made on this claim is correct to the contract coverage terms.

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

  Customer Relations

  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: 11/02/2022

  Complaint: ********
  
  I am rejecting this response because: that I was not told that there were some parts that may or may not be covered underneath the plan in the plan I did not receive any emails text messages of the policy of what is or is not covered did not get told that there is a 60-day grace period for coverage to make sure that what was covered or not covered is what I agreed on so not knowing what is or is not covered I was put under the impression that everything was covered from what the agent told me and now my car needs a head gasket due to the other parts failing and I guess that's not covered either because they've told me nothing is covered far as coolant except for the water pump and that still was not covered and now there is no California coverage through you guys so I would like a full refund
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 11/04/2022

   

  CarShield will refund your payments in full upon
  execution of a Settlement and Release Agreement. Please allow 7 business days to draft your Settlement and Release Agreement and we will email it to your for your electronic sigmature. 

  Customer Relations

• Initial Complaint

  Date:10/27/2022

  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 Sept 23-2022 I took my truck into the repair shop for service. My insurance car shield did not want to pay for service, so I had to send them proof of service being done to my truck prior. The shop (*********) called car shield and told them to give them the cause of the problem, so they did find the problem and let Car shield know. Car shield never paid for my truck to get fixed. They said I drove my truck to the shop instead of getting it towed. Why would I get it towed if it was driveable? My truck has been sitting for a whole month because they are not willing to fix it. I also have been paying for a rental out of pocket because they only gave me 2 days for rental service, well my tuck took longer than that to get fixed. I was wasting money and they do not care. I also filed a dispute against them over a week ago, but they claim they do not see my dispute when I call but they told the shop my claim was in dispute. They have been giving me the run around I can't talk to a supervisor when I call. They do not return phone calls like they say. I'm not sure what to do next to get my money back. Never missed a payment since I had the insurance.

  

  Business Response

  Date: 11/01/2022

  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 originally authorized for a timing repair as there is excessive internal noises coming from behind the timing cover and excessive slack in the chain present. After the authorized repairs had been performed your repair facility had called back AAS to report that there is further engine noises present, coming from the lower end of the engine and indicative of a rod knock. At that time, the further requested repairs of replacing the engine were denied as you drove the vehicle into the repair facility instead of using the RSA as part of your contract. Further repairs were denied  for continued operation since the vehicle was driven in and not towed to the repair facility.  Your contract does however have coverage for the root cause of failure, and in this case the repair facility has apparently already sent in photos of rod bearings that verify there is a faulty bearing that would cause this.

  It is possible, depending on severity of the chain failure/noises that your repair facility was unable to hear any of the rod knocking that is now present and is why they did not inform us of this during the initial claims process. Taking all facts into consideration, AAS will be seeking to move this claim forward for a good will engine replacement that will include cancellation of the contract and a signed Settlement Agreement. If you have any additional
  concerns regarding this repair claim, you may contact American Auto Shield
  directly at 800-531-1925. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

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

   

• Initial Complaint

  Date:10/27/2022

  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.

  Car Shield is refusing to pay the warranty for my Transmission repair , instead they concoct a story that rust caused a problem when the problem was caused by thr torque converter came apart and metal contaminated the transmission valve body which cause the transmission to fail. This company has always tried to get out of honoring their contractual obligation and I feel it is time for it to stop. People work hard for their money and when you have a company that is constantly getting over on the consumer it needs to stop and something needs to be done abount it. I do not have money to lose or give away.

  

  Business Response

  Date: 10/28/2022

  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 have already responded to the letter they received from your attorney.  Please referenced their response and offered resolution and respond to AAS with your decision. CarShield has no authority over repair claims. 

  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: 11/02/2022

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

  To All It May Concern:

  I’m writing to inform you of an issue I have regarding my vehicle. I have been in contact with several staff members at Car Shield regarding the repair of my vehicle with no solution. The enclosed Declaration page of the Car Shield warranty I’d purchased for my vehicle states that Expiration Miles are unlimited. The last response I’d received from Car Shield was on Oct 28th, 2022. At that time, I was accused of being an Uber Driver and that I did not have regular maintenance on my vehicle.

  My vehicle is my only means of transportation and has never been used as an Uber, Lyft, or any other ridesharing/delivery vehicle. I am currently a patient at ******* ****** Center, *** ****** and ***** ******* Hospital in Tampa, Fl and use my vehicle to travel several times a week from my home to South Florida for my appointments. Because of my unlimited mileage plan, the miles should not ever come into question. The Service records for my vehicle are recorded and submitted to Carfax which should be accessible if needed. I have also maintained copies of the service maintenance as proof. I recently spoke with a Supervisor at your Company, and she stated to me that I should not have any problems and my car should be approved to be fixed. I have not been able to reach her since that time. I retrieved my car from ********* *** in Jacksonville, Florida and according to the manager *****, there was no rust on my vehicle which was confirmed with American Transmission by ******* ********. *** ******** also confirmed the failure was due to the broken Torque Converter which had come apart and the metal contamination that was pumped into the transmission valve body.

  The only resolution I seek is for my vehicle to be returned to me, as well as reimbursement of both the rental car fees and the cost of the car repairs. This needs to happen immediately as I’ve been without the use of my personal vehicle long enough.

  I welcome a prompt response to this matter. I can be reached at ************ or email ******************* Thanks in advance.

  Sincerely ******** *****

  

  Business Response

  Date: 11/02/2022

  *** ******

  To be clear, Carshield has NO AUTHORITY over repair claims.  If you wish to dispute the decision made on your claim you will need to contact AAS directly.  Please reference the response letter sent to your attorney from AAS.  If you have any further documentation to provide to AAS, please have your attorney send the documentation to ************************** and they will review them. 

  As a courtesy,
  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

  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: 11/04/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: why would they offer a refund if they have no authority over the repair approval. I will not sign any releases. They are the person I paid. I want the repair of my vehicle and to pay for my car rental.
    Sincerely,
  
  
  
  ******** *****