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:12/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with car shield. I have been paying my money to them for 6 months. First of all my car stated to give me problems in Nov last month. I called car shield and they gave me some of their referrals. Not one of the five they gave me No longer worked with car shield. I asked them why was they not working with them ? The referrals stated that car shield do bad business and do not like to use new parts. I called car shield again to let them know I still have no one to except them. They referred me to another provider . ****** , they came out did not tell me anything . I had to pay $140 for a service which they referred that gave me the answer to take it to a shop. I have been going through this for a month now. I have no car , out of money . Now I found a auto place that will except them now thy are giving them the run around. Car shield is trying everything but to pay to have my car fixed. They asked for my car repairs for one year. I sent that over. I explained *** ** ******* do my service . MBT do not work with car shield because of not replacing parts with new ones and do not have good service. Now my car is sitting in a shop that is willing to work with car shield and they are doing everything besides get my car fixed as they say. Please help me! i feel they take you"re money and not provide the service they promise on T.V. or on contract.

  

  Business Response

  Date: 12/15/2022

  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. ******** **** ****** has informed us they will reaching out to you on this matter to discuss a possible solution. 

  If you wish to contact *** first, they can be reached at ************* 

  Customer Relations

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

• Initial Complaint

  Date:12/12/2022

  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.

  Been paying this bill faithfully 109.99 for the last 2yrs.. Now my truck need to be repaired and guess what?? IS Not Covered!!! Now I’m stuck!!! In my opinion this is a RIPOFF

  

  Business Response

  Date: 12/14/2022

  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 ***' notes, your vehicle was towed to your chosen repair facility with a concern of your vehicle running rough, being noisy when cold and doesn't want to start'.  Your repair facility confirmed the concerns and removed the valve cover for inspection.  Your repair facility stated that the engine is 'full of sludge' and sent photos to verify. Upon review of the photos, the adjuster verified the presence of sludge and proceeded with denial.

  At first glance, the photo of the removed valve cover shows what appears to be the interior of the valve cover packed with sludge. Upon further detailed review of the photo, there is a windage tray installed in this valve cover which is covered in oil foam, creating the appearance at first glance of the valve cover being packed with sludge. The exposed valvetrain shows minimal sludge deposits. With all of this considered, the current photos on file do not actually verify the cause of failure to be sludge and further verification will be needed.
  
  To move forward, *** will work with  you and your repair facility to gather the necessary verification of the cause of failure. Once this has been verified, an appropriate resolution can be determined. If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ******
  directly at ************* As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

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

• Initial Complaint

  Date:12/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract number is **********. Carshield replaced the engine in my 2017 F350. They sent an engine with a bad EGR valve attached to the engine. This bad EGR came from Carshield. Carshield is telling me I have to pay For the EGR valve to be replaced. Why? They sent the bad EGR valve with the engine. I elevated my claim and the manager said I have to pay for it because they don't cover the EGR valve. Did I mention they sent the engine with the bad EGR valve. I am shocked beyond belief.

  

  Business Response

  Date: 12/13/2022

  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. The denial for the EGR replacement on this claim is correct. The EGR is not a covered component on the contract. A used engine was sent in from one of ***' supplier but any accessories sent in with the engine should not of been used. The contract covered engine replacement with transfer of fuel and electrical components. The EGR valve should have been taken off of the old engine and installed on the used engine. Your repair facility did not perform a proper repair or the part was bad on the old engine and that still would not be covered since it is not listed for coverage. The only parts covered under the suppliers warranty is the engine internals and no accessories or electrical components.

  *** has suggested you contact your repair facility do the repair they were authorized for which included swapping over the electrical and fuel components.  Your repair facility needs to swap over the EGR valve and the rest of the electrical and fuel components from the original engine and labor is already covered for that with the claims authorization. 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: 12/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: The EGR valve that was sent with the engine should have been good. Nowhere in the repair facility documentation says swap out components. That is a lie.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 12/14/2022

   

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

  Customer Relations

  Customer Answer

  Date: 12/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: Seems to me you are not understanding. You sent the engine with a bad EGR valve.  You should replace it. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:12/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been ripping me off for 3years. Always changing due date just taking money out your acct. Sometimes taking 2 payments a month out of ur acct I want my money back from them asap . The worse company I have ever seen please help me get my money back from these people I have been with them for three years now it's always something with them talk to you like you crazy don't know when your payment due I want them to give me my money back never got no work done on my car I had them in Dallas I started with them I am now in smartanburg SC but going back to tx in June when my lease is up this company is crazy

  

  Business Response

  Date: 12/13/2022

  Thank you for bringing this to our attention. 

  You purchased contract ********** on 5/10/21. During the time your contract was active you called several times to either postpone your due date or to verify the payment had been made on your contract.  We do see that you were double charged one month by our payment processing company but that payment has already been refunded.  Your contract was then cancelled on 9/28/22 for non payment. 

  You then called CarShield and set up a 2nd contract for your vehicle on 10/12/22 with contract **********.  There have been 2 payments made after purchase and both payments were made late at your request. 

  If you wish to cancel the latest contract ********** you purchased, CarShield will refund your payments in full for contract ********** 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:12/12/2022

  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've had a full coverage package with CarShield, the best they offer, for nearly 2 years. My transmission is specifically listed on my account as being covered for major expenses, yet when it needed a $1,200 repair job, they denied the claim because of a technicality in the contract. They don't actually really cover anything. They find loopholes to get out of it. It's really a scam. I cancelled my contract immediately, because I'm not going to pay for something that's not going to cover me. I am extremely angry that I have paid this insurance company thousands of dollars in coverage and they denied me when I needed an expensive repair. With all the money I've paid these people, I could have paid for the repair myself and still had money left. Save your money, you'll need it.

  

  Business Response

  Date: 12/14/2022

  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 *** notes, you reported in your online submission that a transmission line was leaking and needed to be repaired. Your contract does not cover lines or hoses of any kind. The claim was denied correctly as the repairs needed were not listed for coverage.  A list of covered components can be found in Section B of your contract.  We have attached a copy of your contract for convenience. 

  We see that you have already cancelled your contract. As a courtesy, 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:12/11/2022

  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 9/5/22 I enrolled in Car Shields protection plan. After seeing a youtube video from a professional mechanic warning of problems his customers were having with their plan, I went to the Better Business Bureau and discovered that their rating was F along with hundreds of complaints which had been filed. I chose to notify them that I wished to cancel and requested a refund of the $99 premium I had paid. I then purchased plan with ******* **** ******* on 9/23/22. This was within the Car Shield's 30 day refund policy, however, instead of a refund I was charged an additional $99 in October. I have since received multiple calls, sometimes 2 or more times daily as well as 6 or more emails ever since they were unable to collect additional premiums. I want a refund of $198.00 I paid.

  

  Business Response

  Date: 12/12/2022

   

  CarShield has no record of you calling to cancel your contract. CarShield will cancel your contract and refund your payments as as courtesy.  You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 days.  We are sorry to lose you as a CarShield customer. 

  Customer Relations

   

  Customer Answer

  Date: 12/13/2022

  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:12/10/2022

  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 went to car shield paid $90 a month. I’ve had it for like four going on five years now. I took it to ******** to get it checked out there. They told me that they had to contact car shield and told car shield that it would cost a total of $2398 car shield said they would only pay 200 so I brought my car home. I’ve contacted my lawyers they’ve still done nothing about it and I want my car fixed I paid for the Diamond package and I know that this covers the most vehicle repairs outta all of their plans. Now I will continue to move forward with my lawyers to take legal action against this company for false advertising and misrepresentation. my lawyers have look over my contract with this company and I’m not in violation of anything.

  

  Business Response

  Date: 12/12/2022

  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. ******** **** ****** has informed us they received a letter from your attorney and responded to that letter via email on 11/22/22 and 12/5/22. We have attached a copy of those email responses.  Since *** is the administrator of the contract the response sent by ******** **** ****** will also be the response of CarShield. 

  If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ****** directly at ************. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

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

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I called Car Shield on 10/25/2022 to get extended coverage for my 2019 Infinity and my son's 2016 Camaro. We spoke to a representative named ******. We asked him what would be the best policy for our cars, he suggested the Gold package. We gave him all of the information that he needed. We did not have the mileage of the Camaro so I told him I would call back and give the correct mileage from the number that my husband gave. On December 1, 2022 my son's car started having problems with the starter, we took it to ******* ****** dealership where they diagnosed the starter problem and called us saying that it was covered under warranty. They also told us that the car's valve body needed to be replaced along with the right wheel bearing. Now remember when we signed up we asked for a plan that would cover almost everything, because we never knew what may happen. Today 12/9/2022 we received a call from the dealership that the claim had been denied because the plan that we have do not cover that part. When we called Car Shield to further investigate this we were told that the representative ****** did not offer us the correct plan, if we had the platinum or diamond plan then it would have covered the part. I told them they should still honor our plan because it was not our negligence that we had the wrong plan, we specifically asked your representative for the best plan and this was his non knowledge of their products that have us in this situation. Their response was that we could upgrade to the platinum plan for $129 and this would cover future problems and my response to them was you should do right be us and pay for the claim as a show of good faith to your customers. To which they did not want to do, so I asked the girl on the phone did she think that I was stupid to give you scammers more money and you can not stand behind your words of "we are here for you". Worst company ever because they do not do what their commercials say they do!!!

  

  Business Response

  Date: 12/13/2022

  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. ******** **** ****** has informed us they will be reaching out to you shortly to resolve this matter. 

  If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ****** directly at ************. As your service contract administrator and the
  obligated party under the contract terms, they will be happy to assist you with
  any repair claim related concerns you may still have.

  Customer Relations

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

• Initial Complaint

  Date:12/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Carshield policies for a Jeep Rubicon 4x4 and a Ford F350 4x4 truck.
  I was assured that coverage would apply to both vehicles but I requested a copy of the actual policy and coverage terms.
  After several weeks of not receiving any coverage details I called CarShield and again asked for a coverage document which was then sent to me for only one of the vehicles.
  In the "exclusions" it clearly stated that coverage for any claim is excluded if a vehicle has been used "off road".
  I called and the person assured me that "this is a technicality" and it was covered. I asked to provide that determination in writing, which i never received.
  I attempted to cancel both policies for the past several weeks to no avail, and when I requested cancellation and to speak with a supervisor I was put on hold for upwards of 30 minutes each time until I hung up.
  This occurred on multiple occasions and is obviously a tactic of CarShield and unfair business practices.
  Today again, I received yet another call asking for payment on my account, to which I again requested that a supervisor contact me and give me my money back. She stated that you must cancel within 30 days and no money will be refunded.
  I again requested cancellation and for a supervisor to call me.
  This company has amazing follow up to get payment but horrible bait and switch tactics to make one believe their car will be covered in a breakdown. Reading the fine print also identifies more loopholes, including the obligation of the policyholder to maintain all records of all service, including receipts in order to prove that proper maintenance has been conducted.
  I will not pay for a service that provides zero value, and request all my money returned to me.

  

  Business Response

  Date: 12/12/2022

   

  Thank you for bringing this to our attention.

  CarShield has cancelled your contracts and will refund your payments in full.   You will receive one payment for each contract back to the card on file and the remainder will be sent via check within 7-10 day. 

  We are sorry to lose you as a Carshield customer. 

  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:12/08/2022

  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.

  Before I comited to Carsheild I asked if they covered the 2014 Ram 2500 with a plow on it. I stated the plow was off for the summer and I would be putting it back on first snow fall. The rep stated yes but I would need to call them to let them know I put the plow on. I did not want to spend $135 per month if they would not cover it with a plow. That was about September. In November I called them to let them know I put the plow on. My policy was immediately canceled. They said since it has a plow on it they would not honor the policy. I do not beleive they should have sold me to policy under false pretence. They refuse to refund me even though I was deceived. They will not cover it when I take the plow off do to a plow being on it. The plow was on it when I purchased it and they knew it. I feel they should refund the premiums I paid for September - November.

  

  Business Response

  Date: 12/09/2022

   

  Thank you for bringing this to our attention. 

  CarShield will refund your payments in full. You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 days. 

  Customer Relation