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:12/07/2022

  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.

  Contract #********** I've been paying Car Shield with no issues, now my truck needs repair and all repair shops that I trust have signs hanging up that they do not accept Car Shield.. Called Car Shield gave them the companies names that don't accept them. Car Shield put me on hold telling me that they were going to call the companies and ask them why, so while I'm at my job on hold while ******** is calling. He tells me that one of the business will accept them Not that's my father's business and he will not work on my vehicle with me wanting to claim it on Car Shield that I've paid every month on time. They want me to take my vehicle to a business I know nothing about. It's not in the contract that you have to take your vehicle to certain business I want to take my vehicle where I trust I'm getting the service. Car Shield makes up new ideas everytime I call. I need All of my money back so I can get my vehicle fixed. Thanks

  

  Business Response

  Date: 12/09/2022

  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 *** a claim was never started on this contract.

  *** can assist you in finding repair facilities in your area that have worked with CarShield coverage on the past but if you are only willing to work with one repair facility who will not accept CarShield coverage then there is nothing we can do. 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 *** can do to force any repair
  facility to work with you. 
  

  We see that you have already cancelled your contract. Although CarShield has no contractual obligation to refund any payments after the first 30 days we will refund your last 6
  payments upon execution of a Settlement and Release Agreement. Please
  email ****************** to confirm the cancellation and refund. Once we
  receive the email, we will draft the Agreement and email it to you for your
  review and signature.  Please make sure to include your name and contract
  number in the subject line for faster processing.

  Customer Relations

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

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12-7-2022-ongoing horrible experience with CarShield for deliberately delaying approval for a covered transmission failure that occurred over 3 weeks ago. The mechanics at *** ***** in Mount Pocono have done everything that has been asked of them multiple times and CarShield keeps refusing to authorize the repair. The cause of mechanical failure and the need for a new transmission was determined by the mechanic, the adjuster, and the inspector and we are still being given the runaround. They are asking the mechanic to take apart the transmission for the third time. This is an obvious delay tactic that they use in the hopes that the contract holder will give up and cancel their contract. This policy was put in place for precisely this reason. My mother and I are both disabled and live on social security and disability. She is being treated for breast cancer and I recently had a knee replacement. We cannot afford to just rent a car for a month or pay out of pocket for a repair like this. We live month to month, dollar to dollar. The fact that CarShield would sell this warranty to needy families and then refuse to expedite their claims so that they can get to their doctor appointments and medical treatments is a cruel and awful business practice. The representatives on the phone have been very nice but they have little power to assist. I don't know where else to turn here. Please help!

  

  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. Per *** notes your claim stalled out over a request for verification of failure. Your repair facility initially reported that the pan was dropped and metal was present, when *** requested photos the repair facility advised later that there was a miscommunication and the pan was never dropped but the repair facility drained the fluid and verified it is burnt and metal is present. When *** requested photos of the fluid the repair facility reported that they had the tech discard the fluid so they were unable to provide these photos either. At this point RDI was requested to demonstrate a mechanical failure of the transmission, as the codes present indicate an electronic failure that would not be covered by the contract. At this time *** has no demonstrated evidence of a mechanical failure. You report 3 teardowns have been performed, but *** has none documented.

  ****** shows various services performed, but no transmission services. This vehicle has trans fluid services recommended every 95k miles.  You have not owned the vehicle for the laps of this maintenance interval. *** does not have an accurate estimate for transmission replacement at this time, but the cost of ***' sourced units are fairly low. ******** **** ****** will reach out to you to move your claim forward shortly. 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: 12/13/2022

  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:12/07/2022

  Type:Service or Repair 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 had my Van towed to ***************** Autocare + Transmissions at ****************************************************************************** on October 5, 2022. I have an extended warranty with Carshield Contract #MRF3674708 who recommended this service center. I was told by Carshield that this is a highly recommended service center. ***************** has had my vehicle for more than 2 months and whenever I call them, I am told that they are still working on my vehicle and the price keeps getting higher. They are making repairs without my consent. They are padding the bill in their favor. This is my work vehicle and every day I dont have my vehicle I am losing money. I believe they are committing fraud and need to be investigated. I am hoping once I submit this letter that they will not do something to my vehicle that would make it unusable. This is not a trustworthy service center.I need my vehicle ASAP; can you please help get my vehicle serviced properly before I take further actions, which will be a civil lawsuit against the service center and carshield.

  

  Business Response

  Date: 12/08/2022

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments. We have contacted them to obtain information on the repair claim you have referenced. Per AAS your complaint was originally called in on 10/12/22 for transmission concerns and was moved towards authorization quickly on 10/18/22. On 11/1/22 another concern was brought to AAS' attention by the repair facility for a window regulator being inoperative.  This was moved towards authorization and part ordered on the same day/call with part ETA of same day delivery.

  On 11/28/22 you repair facility had AAS called back in to add several more parts to this repair including a CV axle, engine mounts, sway bar links and bushings. Those items were added to the claim authorization per the terms of the contract by 12/5/22.
  
  AAS cannot control the speed in which your chosen repair facility works, nor can AAS control the amount of needed repairs on your vehicle.  Considering the costs already authorized on this claim(over $3500 on this claim alone) and previous claims there is no refund due. 

  Customer Relations

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

  Customer Answer

  Date: 12/09/2022

  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,
  
  ******** *********