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:10/27/2022

  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 purchased through a CAR SHIELD representative, a GOLD POLICY, at the beginning of 7/21. In this phone conversation with this male rep, he stated that this policy would cover my 2011 Kia Optima Hybrid. The amount that I would pay is $89.99 per month, to be deducted from my checking account. I recently, had an engine break down on 8/20/22. I called CAR SHIELD, asking for a rental car approval. I was told that the car needed to be diagnosed first, and then they would decide at this point if I would be entitled to a rental. What? This is crazy. I am broken down. So I called 4 separate repair facilities, and the moment I mentioned CAR SHIELD, they advised me that they would get rid of the policy, as CAR SHIELD is horrible about paying there claims. So I decided on a *** dealership. Was told the same thing. Nevertheless, I told them to figure out what was wrong with my vehicle asap, as CAR SHIELD would not help me with a rental until a diagnosis has been made. On 10/11/22, I was given a diagnosis. As part of the ENGINE(POWER TRAIN), the HBCU, was in need of replacement. I told **** @*** ******* to please contact CAR SHIELD. He indeed did so. He was told that this policy does not cover a HYBRID VEHICLE. He in turn called me and let me know of this. He advised me to contact them. I made 6 calls on 10/11/22. I was transferred back and forth between customer service at CAR Shield, and American CAR warranty. I let them know I had purchased with CAR SHIELD, and not American car warranty. I was given basically the same answer as what repair facility had been told. I demanded to speak with management in the billing department. I was told that someone would call me back within 24 to 48 hours. Someone did twice, via voicemail, but no name was ever given. I immediately called CAR SHIELD, let them know that I missed a call from someone there. I was told as of yesterday per ********(a manager) that they would NOT give me any of my money back. Policy n/a to my car - 1349.85

  

  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.  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.
  This claim was denied for the Hybrid Battery Control Unit which is not listed for coverage under you vehicle service contract terms. 

  You stated that the claim was denied because your contract doesn't cover hybrids. That is not the reason the claim was denied. Regardless of what type of control unit has failed, this contract does not list any electronic control units for coverage. AAS reviewed the sales call and you were advised that the hybrid batteries were not covered, which is correct. This was a correct denial that was explained correctly to you at the time you called in to discuss the denial with AAS. While AAS does not know what your repair facility told the you, they do know that they advised you that control units are not listed for coverage. If you have any further disputes or
  questions regarding your repair claim decision, please contact AAS directly at ************* or see Section M, Dispute Resolutions, of your contract which we have attached for your convenience. 

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

  Customer Relations

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

  Customer Answer

  Date: 11/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I want 100% of premiums paid @ $89.99 per month x 15 months of premiums paid, which totals $1349.85. This policy DOES NOT APPLY to my type of vehicle, a HYBRID.  It should never ever have been sold by THIS Car Shield representative.   I purchased from CAR SHIELD, and NOT, AMERICAN CAR SHIELD. There male representative falsified in the phone conversation that anything to do with the car even as a HYBRID will be covered.  If they are agreeing to pay me back 6 months of premiums up until cancelation date of 10/11/22, they can certainly pay me the total amount paid into them.  If they choose not to pay the total 15 months of premiums paid, I will have my Credit card company dispute, on my behalf, as policy is a fraud. I am one of over 3000 complaints against this company. I went to 4 separate repair establishments, all to be told the same thing - Cancel policy with this company, as they have never had good luck with this company paying there claims. Pretty sad CAR SHIELD!! You advertise on television to suck people into your web. I want the full amount of $1349.85 back, or I WILL TAKE THIS TO COURT.  I have spoken with my attorney, and we are ready to go. It's up to CAR SHIELD to stop me from doing this. I and the rest of the world are sick and tired of being screwed by these fraudulent companies.  You people couldn't even provide me with a rental car per another agreement that you falsified.  I have been without my vehicle for over 2 months. Pure disappointment on you guys as well.
  
  Sincerely,   ***** ******

  

  Business Response

  Date: 11/07/2022

  As stated in our previous response, American
  Auto Shield is the administrator of your contract and has full authority over
  repair procedures, approvals, denials and payments.  If you wish to
  dispute a decision made by American Auto Shield you will need to contact them
  directly at 800-531-1925, by mail at 1597 Cole Blvd, Ste. 200, Lakewood,
  CO, 80401 or see Section M, Dispute Resolutions, of your contract. 

  We have reviewed the recorded sales call. Approximately 2 minutes into the call the sale representative gave a list of some of the covered items which can also be found in Section B of your attached contract. When you informed the agent your car was a hybrid and then asked if the battery was covered, our sales representative told you very clearly it was not covered and informed you that a battery is considered regular maintenance.  It was explained that you have 30 days to review the contract and would receive a full refund if you chose not to keep coverage.  It was also explained at the 25 minute mark of the recorded call that the administrator was American Auto Shield.  At 30 minutes and 54 seconds into the call you confirmed you received your policy via email. 

  Given the amount of time you have had coverage and there being no contractual obligation to refund anything after the first 30 days, our offer of a refund of 6 monthly payments was more than generous. CarShield in no way violated the terms of the contract. Nonetheless, CarShield will offer an additional 4 payments for a total refund of 10 payments upon
  execution of a Settlement and Release Agreement. Please email
  ****************** to confirm the cancellation and refund. Once we receive the
  email, we will draft the Agreement and email it to you for your review and
  signature.  Please make sure to include your name and contract number in
  the subject line for faster processing.

  Customer Relations

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

• Initial Complaint

  Date:10/27/2022

  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.

  This information Concerns (based on my current documents) Contract # *********** (2013 Kia Optima)
  1. *** ******* ****** *** ****** ***** ******** ****** ******** ***** ****** ********* 2. Request Car Shield Verify their record of the above contract to confirm or deny that Car Shield
  Have / Do not have and claims on file submitted on behave of the customer (*** ******* ******)
  by the following repair facility during August 01, 2022 and October 01. 2022 for AC System Service;
  3. ***** *** **** *** **** ****** **** ********* ******** *** **** *** ******** ***** ******* ***** ************ 4. It is believed that ***** *** **** misrepresented Car Shield and deceived the customer by the following;
  A. On 08-10-2022 the customer request AC System repair at ***** *** ****.
  B. On 09-27-2022 the customer request follow up AC System Service at ***** *** **** C. On 10-25-2022 the customer contacted Car Shield via telephone to discuss claims
  5. It has been determined by several actions by ***** *** ****;
  A, ***** failed to follow Car Shield's protocol by never contacting Car Shield to submit a repair request
  B. Clearly Stating on 08-27-2022 that Car Shield denied the repair request. As a result the customer paid
  The initial expense. ($361,00)
  C. On 09-27-2022 the follow up visit at ***** resulted in the same scenario, The customer would pay
  ($456.49- not paid at that time). The Customer was told Car Shield denied the claim a second time.
  6. A "loophole" may exist for the repair shop to write claims or suggest codes to Car Shield that would be
  denied, leaving the claim rejected and the customer to pay the repair shop, rather than go through the
  lengthy process of waiting to get paid by Car Shield.
  7. This may be a unique event; however it needs to be investigated and documented because it may be thought of as "it's just happening to me." Therefor no one is reporting this.. 12 of 15 car facilities avoid Car Shield.

  

  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 your claim was denied as the needed repairs were not listed for coverage under your vehicle service contract terms.  This contract does not cover metal/rubber combination lines which is what this discharge lines is. We have attached a copy of your contract where you can find a list of covered components in Section B. 

  As a resolution,
  CarShield will refund your last 5 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: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.

  my husband ****** **** is a senior 74 y.o. he purchased car shield about 3 months ago. We live in florida and just got thru the hurrican Ian. My husband call nd talked to ***** nd then took our truck in to get the air condition fix on 10/26/2022. Here over 7 days lateer they still have our truck. The car shield call and authorized the repair. When my husband called today they said we need to pay $1100.00 to get this fix above what car shield has authorized. They say some parts associated with the air condition are not covered. This seems to be such a rip off and advantage taking of a senior. Now rhey want us to pay for the authorization they paid $700 plus before we can pick up our truck and nothing was done, This is horrible for seniors to be treated like this. thank you.

  

  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 chose repair facility called in claim for a/c liquid line failure with associated leak shown. The repair facility added dye to the system and found leak from crimped fitting on liquid line.  An inspection was not necessary to make claim decision and claim was then authorized for repair facility's part and verified labor.

  The repair facility then called in to add to the existing claim stating that there was an electrical failure in the a/c circuit that was diagnosed as a failure of the fuse block assembly and an a/c temp sensor failure found. Per review of the invoice the diagnosis was incomplete by the repair facility and the claim was called in before diagnosis had been fully completed. Invoice notes go on to state something was jammed into the a/c relay fuse block and caused damage from an outside source. What caused this damage was not made clear. The repair facility's diagnosis was incomplete.  AAS advised your repair facility these additional parts were not listed for coverage under your contract terms.

  Any out of pocket costs were for costs for non covered parts and diagnosis time which are not covered under the contract. 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:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay $95 a month for the premium package that covers anything and everything that could break on my car and they are denying my claim even though it clears states it is covered in the policy

  

  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. Per their notes your repair facility called in claim for engine replacement. The concern began as a coolant leak and low coolant level when your repair facility performed diagnosis it was determined there was coolant entering the engine combustion chamber and fouling spark plugs. DTC codes of P0300, P0301,P0304,P0316,P0217 and P1285. RF cited Ford TSB of 22-2322 for short block replacement due to a manufacturer defect in engine block castings.

  An AAS adjuster did a  review of the TSB and Diagnostic information provided by the repair facility and the claim was denied per terms of the contract. Section 1 subsection B state that Cylinder Head and Engine block are only covered if failure is due to a moving covered part. "COVERAGE DOES NOT INCLUDE: Oil Filter; External, NON-LUBRICATED, NON-MOVING Components, Housings or Brackets unless covered above; Belts; Rubber Hoses; Coolant, Oil, Fuel, Vacuum, EVAP or PCV Lines and Hoses; Freeze Plugs; Exhaust System; Intake Ductwork, Hoses or Housings; Air Filter and Housing. The Engine Block and Cylinder Heads are not covered unless damaged by a moving COVERED PART of the Engine. Any component not defined or listed in ENGINE MECHANICAL (Gas or Diesel) Section a, COVERAGE."  We have attached a copy of your contract for your convenience. AAS has suggested you contact the vehicle manufacturer to see what assistance they could provide. Your CarShield contract is for secondary coverage with OEM coverages providing primary coverage. This would be a non covered repair per terms of the contract in either case. Your claim was adjudicated correctly per terms of the contract. Engine failure is clearly the result of a manufacturer defect in engine castings and is not related to a moving part failure within the engine.
  
  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:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. 27, 2022 my 2011 Ford Explorer suddenly stopped working. The diagnosis was the motor seized. I called Car Shield (CS) which I have a contract with. I had my car towed to my mechanic ******** *********** Lisbon, CT. ******** diagnosed my car with a seized motor, all the engine fluid was in the oil tank. ******** dose not take CS so after calling 5 different places, including a **** dealership which no longer took CS because fighting with CS for 2 months for payment. I finally found ****** ********** ***** (TBA,Inc.) and had my car towed to them. TBA called CS to discuss options. CS insisted on getting a used motor delivered to TBA. I called CS asking what the mileage on this used motor. I was told 140,000 miles and that CS dose not cover and hoses, bolts, nuts, oil, gaskets, etc. I stated that this is unacceptable because without all those things that CS does not cover would not repair my car. CS told me to read my contract. I stated that this is very poor customer service and unprofessional to expect a customer to read a 51+ page contract that was written by an Attorney in a very small font. CS stated that I needed to read the contract.
  Today Oct. 26, 2022 I received a call from TBA telling me that the motor sent to them from CS was a seized motor and that they would be calling CS. I also called CS because I wanted them to pay for my rental car from today on because of this error on their part. I was told that CS covers a rental for only 7 days. CS took a month to send a bad motor, so they need to cover my expenses. Again I was told to read my contract.
  As of today October 26, 2022 I have $1000.00+ for my rental car, $550.00+ to TBA for all that CS won't cover. Not including all the frustration, phone calls, time wasted on hold and hung up on (3 times).
  This company needs to be held accountable for misrepresenting this coverage as stated on their TV advertisement.
  My contract with CS cost $99.99 a month for approximately 18 months.

  

  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, this claim is currently authorized for replacement of the engine using the AAS supplied unit.  Your repair facility performed the authorized engine replacement using the engine AAS had supplied for this, and upon verification of the repair, the supplied engine was found to be failed. As of 10/26/2022 a parts resolution has been started and is still currently in progress.

  In this complaint, you mention that you had a rental vehicle during the duration of the authorized repair and parts resolution, but they were only provided coverage for 7 days as limited by the contract terms.  You also mention some out of pocket expense you were presented with after the authorization was provided to the repair facility. Upon review of the estimate provided by the repair facility and claim notes, it appears the out of pocket expense is mainly coming from a labor discrepancy. The claim notes state that your repair facility was wanting to increase their hourly rate from the verified $100/hr up to $125/hr due to us supplying the engine. Both you and your repair facility were informed that this is against the contract terms and AAS will only provide coverage based on the repair facility's verified posted labor rate. The current rental coverage provided is consistent with the coverage listed on your contract.
  
  At this point, the vehicle needs to be repaired as quickly and effectively as possible. AAS will contact you and your repair facility to have their supplied engine picked up and credited back to the claim, then reauthorize the claim to go with the engine the repair facility has currently available. AAS will also request that you provide all of your rental invoices for the duration of the claim to review for possible reimbursement in exchange for 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:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a contract with Carsheild in March 2022. At which point I was sold on a Gold Level Contract where the representative stated that "with this coverage it covers everything under the hood". My vehicle is financed and I wanted to protect it because I am a single mom and I need a reliable vehicle and can't afford another should something happen to it. Well, my check engine light came on so I bring it into a local shop on Oct. 17th, 2022. Basically the catalytic converter needs to be replaced. The shop submits a claim on the 18th. I called in to check on the claim on the 21st where I was told the adjuster had 72 "business hours" to get back to the shop. They still didn't. It wasn't until Tuesday Oct 25th, when they got back to the shop denying my claim, stating that it wasn't a covered component. Now after going back and fourth with he said she said, the final outcome is that the catalytic converter is part of the "emissions" system and its not covered? Why is this the first I'm hearing about an emissions system not being cover with the 'Gold Enhanced" coverage that I have? And after coming here to read literally HUNDREDS of complaints about this company and having to jump through hopes to get work covered? I was mislead into believing that my contract covered "everything under the hood" and I believe his words were Drive train". The catalytic converter is a component that IS CONNECTED TO THE ENGINE and therefore should be covered. I am requesting that America Auto Sheild fulfill their obligations under the contract and reimburse me the cost of the estimated repairs of $5,562.78 minus my $100 deductible, that was supposed to be such a great service.

  

  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.  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. Your repair facility started your claim for multiple concerns including catalytic converter, oxygen sensors, pcv valve and hose, TPMS sensors, engine mounts, ignition coils and spark plugs.  Your repair facility was advised the engine mounts and ignition coils were covered parts and the remaining parts were not listed for coverage per the contract terms.  A list of covered components can be found is Section B of your contract which we have attached for your convenience.  Your out of pocket costs come from your repair facility's estimate that has high costs that are related to suggested repairs, maintenance items and non covered parts and labor due to overdue repairs associated with higher mileage. All verified covered parts and labor were authorized per the contract terms. If you have any further disputes or questions
  regarding your repair claim decision, please contact AAS directly at
  800-531-1925, or see Section M, Dispute Resolutions, of your contract. 

  We also reviewed the recorded sales call and the sales representative did not say "everything under the hood" He did give you an example of some of the covered components during the call. 

  You may choose to keep coverage for future covered repairs or you may cancel your contract at anytime. If you choose to cancel, CarShield will refund your last 4 payments as a courtesy 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 http://www.BBBBias.com

  Customer Answer

  Date: 10/31/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  There are no "suggested maintenance repairs" with regards to the mileage of my vehicle in conjunction with what was requested with the exception of the oil change and spark plugs.  That's just another tactic of your legal jargon to not pay requested repairs. Be that as it may, when I called to inquire what the covered amount was, I was met with "Our legal department states we can't discuss anything at this time."  Simply because I submitted a complaint? So here's another one, the shop submitted the request on 10/18. When I called on 10/21 I was told that your adjusters had until.the close of business that day to respond. Of course that was a Friday, the shop was closed over the weekend....when did your adjuster get back to shop?

  I won't be canceling because I feel you should pay for what is covered. And a refund of 4 mo the just won't do it.

  
  

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

  

  Business Response

  Date: 10/31/2022

   

  As stated in our previous response, American
  Auto Shield is the administrator of your contract and has full authority over
  repair procedures, approvals, denials and payments.  If you wish to
  dispute a decision made by American Auto Shield you will need to contact them
  directly at 800-531-1925, by mail at 1597 Cole Blvd, Ste. 200, Lakewood,
  CO, 80401 or see Section M, Dispute Resolutions, of your contract. 

  CarShield will refund an additional 2 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

   

• Initial Complaint

  Date:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a contract with Carshield for about 18 months and I've been paying $87.00 a month--directly out of my account. One of the reasons I joined them is because my contract covers engine, electrical, transmission. I took the car into the shop last Saturday, and I do have issues that involves the engine and transmission. This should all be covered and the mechanic called American Auto Shield and they are not covering those parts. The mechanic doesn't understand this and I don't either.

  

  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, your repair facility's' initial diagnosis verified a check engine light and determined the cause of failure to be the upstream O2 sensor and oil pressure sensor. Those are not listed for coverage on this contract. The brake concern was noted to be a tech find upon initial inspection.  Your repair facility also recommended brake pads and rotors. None of the items are listed in Section B, covered components of your vehicle service contract. We have attached a copy of your contract for your convenience. 

  You may choose to keep your Vehicle Service Contract for future covered repairs or you may choose
  to cancel your coverage.  However, on a monthly renewing contract, you pay
  for the months you are covered and may cancel at any time or keep your coverage
  as long as you would like.  If you choose to cancel your service contract, 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 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:10/26/2022

  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.

  First Name: ******
  
  Last Name: ******* 
  Email: ***********************
  
  Phone: **********
  
  Street Address: **** ******* *** **** ***
  
  State: ** 
  City: ***** 
  Zip: ***** 
  Country: USA
  Edit
  
  Description of Complaint:
  Car Shield Complaint: Better Business Bureau complaint #******** Description of Complaint: Hello. When I first purchased my 2008 Toyota Avalon XL in the summer/ fall of 2019, I also purchased a CarShield (American Car Shield) warranty (July 29, 2019, CarShield contract #**********). I've made payments continuously near the end of each month through auto bank draft. I even considered leaving Car Shield in June/July/ August 2022 when CarShield representatives by phone convinced me to stay saying they would lessen my monthly cost by $10 as a courtesy to stay with them. In August I called to make a claim for work being done on my car. THEN: Recently, less than a week ago, the battery light came on in my car, indicating most likely an alternator or battery problem. I called CarShield who told me my CarShield policy was CANCELLED as of June 2022, then I asked for a manager who said my policy cancelled in August 2022. Then another representative looking into my files on the computer by phone said that it appears my policy cancelled in June due to NON-PAYMENT, though so, coverage continued on for some unknown reason until August 2022. YET, there was NO COMMUNICATIONS WHATSOEVER, to say this to me over these last 4 months. I've always paid on time and have already invested a lot in the CarShield warranty. Not finding any resolution and not being able to return because by now, since I started with CarShield, my vehicle no longer qualifies for their warranty service, now with well over their 150,000 mileage limit. I believe this may been a technical error, because once, the time I called in to cancel and then was convinced to stay and give a $10 lower monthly bill, the representatives said they had trouble getting my account back active, then they said they were abl

  

  Business Response

  Date: 10/27/2022

  We have reviewed your account and there has been no payment made on your account since June 2020.  Your contract was cancelled due to non-payment on 9/14/22.

  Although the situation is unfortunate we are unable to reinstate your contract due to the amount of time that has passed since the contract was cancelled. There is no refund due on your monthly renewing contract after the first 30 days of purchase.  This is clearly noted in your contract which we have attached for your reference.  
  
  CarShield has in no way violated the terms of the contract. It is not the responsibility of CarShield, American Auto Shield or the contract to make sure payments are made on behalf of our customers.  CarShield has no contractual obligation to refund any payments however, 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: 11/07/2022

  I have not heard back from Car Shield and my complaint has not been resolved. I am not satisfied. I have asked for a resolution of continued service or a full refund. As of now, after this, Id prefer my full refund, of the investment I’ve made only to find this mishandling of business.

  
  

  Sincerely, 
  

  
  

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

  

  Business Response

  Date: 11/07/2022

  We have reviewed your account and there has been no payment made on your account since June 2020.  Your contract was cancelled due to non-payment on 9/14/22.
  

  Although the situation is unfortunate we are unable to reinstate your contract due to the amount of time that has passed since the contract was cancelled. There is no refund due on your monthly renewing contract after the first 30 days of purchase.  This is clearly noted in your contract which we have attached for your reference.  
  
  CarShield has in no way violated the terms of the contract. It is not the responsibility of CarShield, American Auto Shield or the contract to make sure payments are made on behalf of our customers.  CarShield has no contractual obligation to refund any payments however, 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 **********************

• Initial Complaint

  Date:10/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2021 purchased CarSheild Diamond Coverage to protect my Truck. I looked into after you were highly recommended by 2 coworkers that have been members for years with no issues. I tried to use 2 times and considering canceling but want to see what type of results I can get before moving forward with my options. First facility (CarShield Prefered Vendor) I took my truck to said initially repairs were approved but then claimed it was denied after repairs were done. I had to pay over $1500 dollars out of pocket and suspected that the part was not even defective asked for it back they said there was a core charge of $250 dollars that I would have to pay I wasn't willing to dump more money. The second time took the Truck to ****** ********** for Parking Sensor Malfunction it was there for almost a month going back and forth with the claim department representative needing pictures and explanations to just ultimately denying the repair due to wires covered in tape. I explained in detail that as a precaution covered all wires with tape to protect from rodents (there is a class action lawsuit alleging ****** switched to a soy-based covering for wires in its vehicles, which attracted rodents). When I bought this to my attention my truck the mechanic that changed my oil said I should cover my wires and explained. My problem is it should be covered and why can they not send someone out to facility to inspect it themselves send out an adjuster. It makes me think like all the other people complaining that they were never going to approve all along just wanted me irritated enough to just go and pickup my truck and cancel my account. I would think parking sensors would be a priority since they are used for safety. I am hearing that CarShield uses predatory methods to make money and not honoring the service they claim to provide. In little less than 2 yrs I have paid over $3500 between CarShield and Not Covered Repairs.

  

  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. Per AAS' notes your claims were adjudicated correctly per terms of the contract. The first claim should have been denied as no branded title surcharge was added to the contract at inception. Claim was authorized for verified covered repairs.   You were allowed to add a branded surcharge and continue coverage. The 2nd claim was adjudicated correctly per the diagnosis provided by your chosen repair facility. With wiring harness found damaged this means the mirror replacement was a misdiagnosis and not a proper repair by your repair facility. No invoice was submitted for wiring harness replacement.
  
  Both of your claims that were submitted, have paid authorizations on them. Your complaint should be directed at your repair facilities for misdiagnosis on both claims and suggested parts added by both repair facilities that were not listed for coverage or no verified failure per the contract terms.

  If you have any further disputes or
  questions regarding your repair claim decision, please contact AAS directly at
  800-531-1925, or see Section M, Dispute Resolutions, of your contract.

  Customer Relations

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

   

• Initial Complaint

  Date:10/25/2022

  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.

  September 20, 2022 is when I had the car towed in for the transmission.
  Then i had to have the mechanic send in 4 sides of the exterior of the car, the odometer,
  the VIN number. that was sent in a couple weeks after it had be towed in. It took the claims adjuster forever to tell me that they refused to do the repairs due to the wrong color of the transmission fluid. I sent in a bill of sale the death notice of the guy i bought it from. Showing I wasn't resposible for the wrong transmission fluid being in the vehicle.
  I asked on the 25th of October for my policy to be canceled, but they told me they were going to email me a way of appealing there decision. Which I never got.

  

  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.  Your claim was denied because the wrong fluid was in the transmission system.  You own a Nissan CVT that requires NS2 fluid which is a green color. Adding the incorrect or traditional red ATF fluid to a CVT system would cause almost an instant catastrophic failure. This unit clearly has the incorrect fluid in it which would indicate it has been serviced with the incorrect fluid but more than likely not that long ago. Either way, this is a non-covered repair due to improper fluid being used and your contract has no obligation to provide any coverage for the transmission. 

  If you have any further disputes or questions
  regarding your repair claim decision, please contact AAS directly at
  800-531-1925, or see Section M, Dispute Resolutions, of your contract.

  Customer Relations

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