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:05/12/2025

  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 policy effective 9/3/24. The policy is active as long as automatic payments are made which they have been to date. I notice an incorrect *** on the policy when I attempted to get my car fixed. I called and was told that correct *** has been updated and I was good to go. I then received a call the afternoon and was informed that *** could not be updated and I would need to cancel and get a new policy. I was i was informed the current policy would be valid until 5/31/25. Nonetheless, the policy cannot be used because the *** does not match my car. I was told that since I made payments for 9 months they can create the new policy 6 months, and I still would need to wait the 30 day period and the new policy has penalties which original policy does not.

  

  Business Response

  Date: 05/13/2025

  Ms. *****,

  You were informed on a recorded line that the current claim would not be covered when you purchased your new contract MFF4830166.  It was also recapped at the end of the call. 

  CarShield will refund your payments in full upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  CarShield will not reimburse for repairs as they are not responsible for the *** error you gave when you purchased the previous contract. 

  Customer Relations

  Customer Answer

  Date: 05/19/2025

  Complaint: 23319755
  
  I have reviewed the business' response and am rejecting it because:
  All of the issues were not addressed. I have also requested to have the 30 days waived from new contract along with the deductible to remain $200 not the $250. As well as, the removal of the $1000 deductible for the first 3 months. That was not in my original contract and for the same car to be registered with the correct VIN should not cause the change of policy. It seems as though as the customer, Im the one suffering. 
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/20/2025

   

  Our administrator, ******************** made changes to their contracts and have new terms and conditions. CarShield does not have the ability to change of those terms. 

  If you are unhappy with the terms of the new contract, we will happily refund you in full. Please email ******************************* if you wish to cancel the contract MRFLC5379030 and we will issue a full refund back to the card on file. . 

  Customer Relations

• Initial Complaint

  Date:05/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Carshield for a while now. They have changed the whole process of how you submit a claim. I put a claim in for my reservoir. Now the mechanics are are submitting the claims on behalf of the consumers. My claim was denied because of corrosion but my car did not have corrosion. The mechanics charged me $300 just to look at my car. I eventually had to pay to get my car fixed which cost me $1000.00. I continued to complaint because they stated that they would refund my money. I would like to be refunded in the amount of $1000.00.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this matter to our attention. 

  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim would have been authorized for the amount of $281.15  less the $100 deductible. Per the terms and exclusions of your VSC, your contract does not provide coverage for parts over the MSRP rate, excessive labor times, and components not listed for coverage such as coolant flushes. 
  
  
  You were informed that you were eligible for claim reimbursement. However, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $1000.00 inclusive of your reimbursement to you upon the execution of a settlement and release agreement and a waive of claims. If you wish to accept this offer, please email *********************************************************. If you do not wish to accept this offer, your reimbursement check in the amount of  $281.15 will be sent via *** overnight with tracking to the address we have one file. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 05/14/2025

  I accepted the refund the business has offered me. This issue has been resolved. 

• Initial Complaint

  Date:05/09/2025

  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.

  Car shield was Not given permission to put myself on automatic withdrawals. Car shield was supposed to wait for me to give there company permission to withdraw drawal funds from my account ********************** took 2 (two) withdrawals from my account in the month of March 2025. ***

  

  Business Response

  Date: 05/12/2025

   

  Ms. ******, 

  You contacted CarShield on 3/25/25 and attempted to make a payment but the payment was declined. It was tried a second time on the call and still declined. At that point you said you would call back.  

  As explained the date you purchased your vehicle service contract (MRF5202845), CarShield must receive your payment 4 business days before the due date or the payment will automatically be taken from the account on file.

   If you wish to cancel your contract, CarShield will refund your last 2 payments upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:05/08/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle into a authorized repair shop On car Shields list and car shield refused to have it worked on because the repair shop did not give 12 months warranty on labor nowhere in my contract does it state 12 months coverage on labor only for parts I have been paying On my contract for over a year with no late payments whatsoever and now for them to refuse my vehicle to be worked on by the only repair shop that I trust I canceled my contract with car shield I just wanted you to know they're ripping off a disabled veteran and a senior citizen on ****. I think that this company car shield should be shut down and put out of business for the way they treat their customers and how they lie about their coverage for vehicles

  

  Business Response

  Date: 05/12/2025

   

  CarShield will issue a one time payment in the amount of $987.00 upon execution of a Settlement Agreement and Release.

  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Thank you Sincerely,
  
  ******* ********

  Customer Answer

  Date: 06/03/2025

  INFO@CARSHIELD .COM

  CONTRACT# MRF5114967

  PHONE#************

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

  

  Business Response

  Date: 06/03/2025

  Mr. ********,

  You settlement and release agreement has been emailed to the email we have on file via docusign. If you have further questions, please email *********************************************************

  -Customer Relations. 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/08/2025

  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.

  I have been receiving non stop junk mail letters from Car Shield for nearly a year and every one of them is identical to the previous one. I love how they write IMMEDIATE RESPONSE REQUESTED Do they honestly think a customer will jump up and call them?I have done my homework on this company but wont get into what I think of them, read the thousands upon thousands of complaints from current and former customers how ********************** operates. What I find interesting is how and where they got my name, address, the exact year, make and model of the vehicle I drive. Is Car Shield snooping thru DMV records and is that legal? I would rather pay for my own repairs instead of having some Administrator dictate to my dealership how to fix and which parts they can or cannot use or they wont get paid. I will consult with counsel if this harassment continues and determine the legality of their actions and proceed from there.

  

  Business Response

  Date: 05/12/2025

  We have placed you on the do not contact list. Please allow 20 days for our system to update. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:05/08/2025

  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.

  May 7th I took my truck into ******** ********* to have my Radio Display and driver side mirror fixed. This should have been a simple couple of hours fix. Instead I get a call from the service writer at Westside telling me that CarShield said they needed to send an inspector to verify the problem and it would take at least two days before an inspector could be there. This isn't an engine or transmission replacement this is a simple display and mirror **** fix. I called CarShield and they said that the reason for the requirement was that ******** didn't know what the problem was. Meaning Westside couldn't tell them what was wrong! This is a lie. I called Westside and they sent me the claim info with pictures that clearly showed the problem and the parts required to fix the problem. I don't know why a simple fix that should take a few hours is now gonna cost at least three days without my vehicle that I need for work. If you require an inspector to review every simple claim then you need more inspectors!!! This delay required by your company is ridiculous and unnecessary for this level of repairs and this requirement also devalues the contract and I have doubts I will ever renew this contract. Bad business!!!

  

  Business Response

  Date: 05/08/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim is currently pending inspection review for a verification of failure. 
  
  
  Upon review of your file, it was discovered that your claim was started on 5/7/2025.  Per the reported diagnosis provided by your elected repair facility, there is a failure of the radio unit/module and a failure of a mirror which was reported as damaged. Based upon the reported findings, your Administrator has deemed it necessary for an inspection to occur. A failure will be reviewed for coverage with a verification of failure demonstrated at inspection through a third party. Additionally, there has been no estimate submitted by your repair facility. An estimate will need to be provided to determine your claim costs and your Vehicle Service Contract's liability. Your claim cannot progress forward without an appropriate estimate.

  For more information regarding your claim, please call ***************.

  Customer Answer

  Date: 05/09/2025

  Complaint: 23302782
  
  I have reviewed the business' response and am rejecting it because:
  I called the dealer and they told me that nothing has been requested by Car Sield and in fact the estimate was sent to them in the original claim submission! They sent me the email proving it!! I even called Car Shield claims and confirmed that they are not in fact waiting on an estimate!!!! I don't like dealing with dishonest people and CarShield is full of them. CarShield is using a delay tactic hoping I say s**** it and pay for the claim myself! So far I have a $700 rental car expense plus the cost of the repair that CarShield is gonna have to pay. The rental car cost more than the repair!! How does that make sense? 
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/09/2025

   Mr. ******,
  

  CarShield does not adjudicate the claims and has no control over the time it takes to adjudicate a claim. ******************** is the administrator of your contract and adjudicates your claims. CarShield reaches out to AAS adjusters and they provided us with the information to respond to complaints regarding claims. 
  

  As a courtesy, CarShield reached out to the adjuster again and asked what is needed to verify the cause of failure whether is be an RDI or an inspection. Someone will reach out to you when we hear back from American Auto Shield.
  

  If you wish to reach out to the adjuster of your claim to confirm they in fact did receive the estimate in the meantime, they can be reached at ************. 

  Claims paid without prior authorization will be denied. Please submit your rental invoice for reimbursement. Please reference your contract for rental limits and cost authorizations. 

  Customer Relations

  Customer Answer

  Date: 05/12/2025

  Complaint: 23302782
  
  I have reviewed the business' response and am rejecting it because:
  I can't believe they said that it is not their fault because another company is responsible for the requirements not them. Strange because CarShield and American CarShield are the same company. Does not make sense!! Now they just got my bill for another $500 in rental car expense and cost me a week without my work truck and the cost of repair. For a simple radio. They need to get a common sense injection. 
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/07/2025

  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.

  I received this letter from this business informing me of a warranty on a vehicle that I DO NOT own! My first thought was that another individual has stolen my identity, with all of the scams that are taking place in the world today! If this is their way of promoting business, I feel it should be illegal! I contacted the company by the telephone number listed on the letter and informed them that I DO NOT own this vehicle and where are they getting their information? The agent stated that she has seen this in the past and wanted my vehicle information, I have no desire to pay for their services and have never had any contact with this company for anything! I requested to be removed and to not be contacted again & also informed them that this should be illegal! I am sure that I am not the only individual that would feel as I do about this being sent to them by ******** Please investigate this problem...Thank You for your time, I do appreciate it!

  

  Business Response

  Date: 05/07/2025

   

  Your information has been removed from our contact list. 

  Customer Relations

• Initial Complaint

  Date:05/07/2025

  Type:Product 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 signed up for a 60 free look, that I later cancelled on October 18, 2024 (16 days after signing up, when I called to get a quote, I asked the business to not give out my information, and they assured me that I would be opted out of selling my info, but I am now receiving a calls from another warranty company, and when I asked how did they get my info, one of the **** stated that Carshield provided my information to them, I then told the *** to not call me again, and that I am on a DO NOT CALL list.

  

  Business Response

  Date: 05/08/2025

   

  Your single payment  was credited back to the card on file on 10/21/24. We have attached the transaction id information for your reference. If you did not receive the refund, you will need to contact your financial institution. 

  CarShield does not sell information to other companies. Competitors obtain information in many ways and reach out to customers saying we gave them the information to give CarShield a bad name. 

  We have added your information to our do not contact list. 

  Customer Relations

• Initial Complaint

  Date:05/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Carshield with the hopes of having protection for my vehicle. I called with concerns after seeing a lot of complaints that they were not covering claims. They reassured me that this was not an issue. This was also a fixed cost coverage so getting a new policy would be at a significant increase due to the mileage and age of the vehicle increasing over time. I am requesting a refund for the amount put in to the contract up to this date. This can be used to obtain a reliable coverage and offset the increase I will now incur for the remaining life of the vehicle. This contract was started in May 2024. I would like the account cancelled after refund has been issued. Thank you.

  

  Business Response

  Date: 05/08/2025

   

  Carshield vehicle service contracts come with a 30 day review period giving our customer ample time to review the contract and cancel with a full refund within those 30 days. CarShield has no contractual obligation to refund any payments after the review period has passed. 

  In an effort to resolve this matter, CarShield will cancel your contract today and refund your last 6 payments upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 06/01/2025

  Hello, I have completed the agreement with CarShield based on the terms of cancellation and 6 full payments refunded. The account has not been cancelled and another payment is now being processed. I will reach out during their next business hours and have sent an email to the agent settling the dispute. I am hoping they can reverse this payment, complete cancellation, and follow through with the refund but want to note that this is currently the status of how this is proceeding.

  Customer Answer

  Date: 06/01/2025

  Hello, I have completed the agreement with CarShield based on the terms of cancellation and 6 full payments refunded. The account has not been cancelled and another payment is now being processed. I will reach out during their next business hours and have sent an email to the agent settling the dispute. I am hoping they can reverse this payment, complete cancellation, and follow through with the refund but want to note that this is currently the status of how this is proceeding.

  

  Business Response

  Date: 06/02/2025

   

  This matter has been resolved. The recent payment will be refunded to the card on file and the settlement check will be sent tomorrow (6/3/25) via *** with tracking.

  Customer Relations

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** 4/10/25. The car began to have issues between ***** days of ownership, did not have any initially. Between ***** days it went in for service and needed 6.2k worth of service to maybe fix it at which point Carmax reversed the sale to me and bought it back completely because they did not want to pay and I realized the car was essentially double covered thru Carmax and CarShield. I also did not try to stick CarShield with a claim though I could have. I was pressured into buying this when I called on one when in reality it shouldnt have been bought until after the existing 90 day warranty wore out or truly day 60 to allow for 30 day exclusion period. Regardless I did not use this and the car sale was a bad deal from the get go which is why it was reversed. I should not have been sold This until at least day 60 or at least asked about any existing coverage. Now when I call for refund no one will tell me anything but wait 30 business days and see if you get anything back but you probably wont. *** bought plenty of other warranty's where its prorated cancelation so maybe paid more up front but most on the return, never before so difficult even finding out how much if any refund will be granted. Customer ********************** was very pushy to get me to buy a new warranty on initial cancel call and then once I did very rude and told Me simply to just keep waiting. Granted this shouldnt have been sold to overlap and shouldnt be so difficult to get a refund. Its not even a ton of money but its the principal in how this has been handled from the get go.

  

  Business Response

  Date: 05/08/2025

  Based on the information provided, CarShield will issue a full refund of monies paid into contract(s) ABF5308235 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature.  
  Respectfully, 
  Customer Relations. 

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *********