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:11/03/2022

  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 took the contract out on 8/16/22. My monthly payment was $148.99. When I needed to use my contact they had me tow my car to shop. Denied to fix it because they said the previous owner stated he rolled the miles back. I accumulate fees at the shop that they refuse to pay of over $900. Cancelled my contract on the October 28th and are refusing to give me a total refund and pay for the service that the shop did to the truck that they authorized the shop to do. Now are saying they refuse to pay for any work the shop did, that they had already authorized the shop to do prior to canceling my contract sticking me with the total bill. They are giving me the run around about the payments I made regarding giving me a refund. When I ask what’s going on they tell that American AutoShield is responsible for my refund. American AutoShield is saying they are not. They are giving the run around. I’ll have to have my truck towed back from the shop. They are saying they also will not pay for my truck being at the shop even though they told me to tow it.

  

  Business Response

  Date: 11/08/2022

  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. AAS has determined your claim was adjudicated correctly per terms of the contract.  Your claim for starter was authorized prior to the contract mileage review for MCE parts/labor. This amount can be paid to your repair facility as a credit towards that repair. Claim was adjudicated correctly as a denial for engine replacement as it was determined mileage was incorrectly reported at contract inception and true mileage of the vehicle was unable to be verified.  The records  you provided were insufficient to verify true mileage of vehicle. This would be an exclusion per contract terms. Storage fees and Tow fees after contract cancellation would not be covered per contract terms. A refund of paid premiums minus any paid claims was issued on 11/7/22. You should receive the refund within 7-10 days. 

  Given that the contract has been refunded in full and cancelled CarShield considers this matter closed. 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.

  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:11/03/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening.Thanks for the opportunity to share my view on this situation. My check engine light came on, and I took my car to ******** Service Center in VA., on 09/30/22 and the diagnosis came back indicating that there was a oil pump issue, and needed to be replace. This company does not honor Car Shield's Protection Plan. I Called Car Shield and found a company that does take their plan (********** Service ************) and found the codes were for an oil pump and Turbo Charger. Car Shield said they had to send an inspector out to verify. The inspector came out and got the same code reading. Car Shield still wants me to spend over $3000.00 to "tear the engine down!" Several ASE mechanics said the pump needs to be replace. They (Car Shield) asked me to send in my last two oil change statements, which I provided. I have paid $200.00 to have a diagnostic test ran to determine the problem, It is my opinion that Car Shield is being a bit excessive by insisting that the only way they can confirm that the oil pump and Turbo Charger can be repaired under their plan is to "tear the engine down" at my expense This is an unfair demand.(Claim #*******, and Contract # is MRF1430957) i can provide all supporting documents.

  

  Business Response

  Date: 11/08/2022

  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' notes, once your claim was started, an inspection was ordered to verify the cause of failure to the oil pump and turbocharger. Prior to this inspection, there was no request for ***. Upon review of the inspection, the adjuster determined that there will need to be further *** performed to verify the cause of failure. The adjuster explained the terms of coverage for the turbocharger and *** was requested to verify the root cause of failure to the turbocharger. Shortly after *** was requested, you called AAS to get an update.  You were informed you must authorize the *** needed to verify the cause of failure. You disagreed with the request for *** stating the mechanic has stated the vehicle needs an oil pump and turbocharger, so AAS should just take their word for it. It was explained to you how the claim process works and you responded with a request for arbitration. From that point your claim was set inactive.

  The claim is unable to move forward without additional *** performed. With that taken into account, there are two resolutions that can be offered. If you are willing to authorize ***, then the claim process can be followed and coverage can be provided per the contract terms. If you are not willing to authorize ***, 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

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

  Customer Answer

  Date: 11/21/2022

  I would like to reject Car Shields offer of returning twelve months of payments, and request eighteen months of payments.

  
  

  
  

  Thanks again.

  

  Business Response

  Date: 11/21/2022

  Thanks for reaching out us again. 

  CarShield has in no way violated the terms and conditions of the vehicle service.  It is you who is choosing not to have RDI performed thereby not choosing to follow the contract procedures. 

  Our offer of a 12 month refund was more than generous considering there is no refund due after the first 30 days.  Please email ******************************* if you wish to accept and we will draft and send for your signature. 

  Customer Relations

   

   

  Customer Answer

  Date: 11/23/2022

  Complaint: 18330139
  
  I am rejecting this response because:
  
  

  I would like to reject there offer of returning twelve months of payment, and request eighteen months of payments. 

  After countless phone calls with Car Shield, and spending funds for diagnosis for my car issues, and some what being assured that they would take care of my problem, only to find out that would not be the case.

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

  

  Business Response

  Date: 11/23/2022

  CarShield's final offer is 12 month refund with a signed Settlement Agreement. We are confident the facts on this matter will withstand any additional actions you may take on this matter. 

  Please email ******************************* if you wish to accept the offer. 

  Customer Relations

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

  Customer Answer

  Date: 11/28/2022

  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:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid carshield since 2021 for an extended warranty policy. On October 25th, I filed a claim with them regarding a transmission issue I was having with my vehicle. They took my monthly payment yesterday then sent a letter denying my claim. I was told the coverage would cover all mechanical repairs at any shop of my choice. They are misleading consumers, taking large amounts of money and then denying the claims.

  

  Business Response

  Date: 11/04/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced. Per AAS your claim was denied and the contract was cancelled due to modifications. This was the correct adjudication.

  The inspection shows that the vehicle’s catalytic converter has been removed. There are several legal issues with this, but that does not realistically affect the claim adjudication. When a catalytic converter is deleted it changes the performance of the vehicle. The engine and transmission will work harder to produce power and achieve the proper ratios due to the removal of the cat at the cost of accelerated wear/damage to the transmission. Due to this, the claim can not be covered. This is due to the exclusion found in section D.2.d of your contract which we have attached for your convenience. 
  
  As for the cancellation of the contract, the contract can be cancelled at any time if the vehicle is found to be modified in a manner not recommended by the manufacturer. This is spelled out in contract section O.3. There is no manufacturer that will ever recommend the removal of a catalytic converter as it is in violation of the clean air act.

  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:11/02/2022

  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.

  CarShield rep asked consumer to fax the attached information to CarShield rep in September 2022. As of yet consumer has not received any information on his reimbursement.

  

  Business Response

  Date: 11/03/2022

  Thank
  you for bringing this to our attention.
  

  As noted on
  the first three pages of your vehicle service contract, American Auto
  Shield (AAS) is the administrator of your vehicle service contract and has FULL
  authority over repair procedures, approvals, denials and payments.  We
  have contacted them to obtain information on the repair claim you have
  referenced.  American Auto Shield has informed us they will be reaching out to you regarding this matter and any reimbursement. 

  If you wish to contact them directly 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 **********************