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:10/23/2025

  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&#**;ve paid over $2,000 for 9 months for a H31**303835363538**38H that I can&#**;t use. My car has been to 3 repair shops and has not been repaired yet because this company won&#**;t pay. They want me to pay around $5,000.00. While they pay about $1,100.00. I don&#**;t have that kind of money, that&#**;s the reason I purchased this H31**303835363538**38H. I&#**;m not happy at all with this company. I feel that I wasted my money and I would like my money returned. I sent two of the repair shops that is been to and the 3rd is *************************************************************************** number # ************. He said you can call him about car and he will explain the situation.

  

  Business Response

  Date: 10/24/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Per review there was a supercharger noise concern diagnosed by your repair facility with associated DTC and low boost pressures noted by scan tool at inspection. There were no videos to document the noise reported and no teardown was performed. This was first reported by the repair facility  on 6/12/2025 and there was no claim started until 8/15/2025 with inspection verifying 44 miles elapsed between claim start and inspection so there would have been some continued operation to consider. There is a *** for a replacement of the isolator springs in the supercharger that is to be done for this exact same concern. When the repair facility advised of this they stated they would only replace the entire supercharger assembly and were unwilling to follow the *** repair procedure.

  As none of the conditions at the end of the *** have been verified to apply to this concern, there would be no failure verified for the supercharger itself and thus the entire assembly would not have coverage unless a failure of the unit was verified. Your claim was authorized for the isolator kit most cost effective part option and verified labor to complete the repair this was issued as a credit towards the unit repair and would stand as the contract liability for this repair.  Your vehicle was moved to a 2nd repair facility and repair facility has not performed the *** ***. Your unwillingness to pay the associated out of pockets costs caused delays and has prolonged payment.  We were notified your vehicle was towed back to your residence as of 10/11/2025. Your repair facility will need to show a documented failure of the unit itself or you need to approve the out of pocket costs to complete repairs as suggested repairs are not covered by the contract.

  As a resolution, CarShield will refund your payments in full minus claims/rental authorizations made 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.  Please be sure to add your contract number for faster processing. 

  Customer Relations

  Customer Answer

  Date: 11/07/2025

  I reject the business's response because:

  I have not received the document to be sent to me from Carshield.  I called them all day on Nov. 5th.  *** ******** said that Carshield will send out the papers to me.     

  

  Business Response

  Date: 11/07/2025

   

  The agreement is emailed through DocuSign. We will send the Agreement again today. 

  Customer Relations

  Customer Answer

  Date: 11/10/2025

  I received the documents, signed them and not sure when I will get the money.

   

  Customer Answer

  Date: 11/13/2025

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

• Initial Complaint

  Date:10/22/2025

  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.

  On July 1, 2025, I contacted CarShield to cancel my coverage. During that call, the representative persuaded me to instead accept a financial hardship adjustment, reducing my monthly payments to $109.99, with the understanding that if this arrangement did not work for me, I could call back before the next billing date or cancel at any time.On August 4, 2025, I called again to cancel my coverage. During this call, the representative informed me that I had missed the August cancellation date and that the upcoming payment would still be deducted from my account. However, she assured me that the policy would be cancelled thereafter.Despite this, I later discovered that my coverage was never actually cancelled, and I continued to be charged. I inquired about the ongoing charges, I was told there was no record of my cancellation request. The representative claimed that my August 4th call was for the hardship program, not a cancellationthough I had already agreed to the hardship on July 1st. The issue was escalated to a supervisor, who refused to issue a refund for the past two months, citing the call log as justification. I requested a copy or transcript of the call to verify what was discussed, but I was denied access and told that the information could only be released to an attorney.I am extremely disappointed with how this situation has been handled. My cancellation request was clearly not acknowledged or properly processed, resulting in unauthorized charges. I also shared during these calls that I am a widow with limited income, yet I felt pressured by representatives who continued to push coverage options instead of listening to my ********** make matters worse, after the cancellation, my online account access was revoked, preventing me from obtaining a copy of my contract or reviewing my policy details. When I requested the names of the representatives and supervisor involved, I was told that information could not be disclosed.

  

  Business Response

  Date: 10/23/2025

  Thank you for bringing this matter to our attention. We will review the phone calls to ensure better quality assurance in the future. We have requested 3 monthly payments be refunded to your card; please allow 5-7 business days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:10/22/2025

  Type:Product 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.

  Call carshield on the 15th of October to see what my warrantycovered. I was then informed that my warranty had been canceled 2 days prior to they were told I updated all that information about month back gave him new email and banking infor address and telephone number, I reached out to them again and again and they're saying they tried to call me, they tried to Email me but if those are old, I'm not getting them. And I ask, why didn't you just send a letter to the oled dress, if you all didn't have new information, they would ********** to my address to my new address because I changed everything, they said, well, they don't know why I didn't do that that, they checked the phone logs that I didn't call in to change my information payment history or email a phone number and I did, and I feel I'm being taken advantage of because I'm a senior handicap senior on a disability and I made sure I pay car sale every month a $119 per month ever since the 23rd of December last year, that's almost close to $3000. I've given car seal and never filed a claim. The only thing I wanted was the paper A bill and continue with my same warranty claim. But they're telling me. I didn't give him the information and I know that I did. I/n Changed my billing with them from my/n Credit card./n Open sky to my direct bank account. ********** account. I changed my email from ******* ********, ***** ****** at ******************************** I changed my phone number from ********** to ********** At all of this information was given to car shiand with all the o. Ld information and the new information that I put in. If you didn't reach me by phone or you didn't reach me by email. All you had to do is send a letter out in the mail and that mail was going to be forwarded to this address ************************ is the new

  

  Business Response

  Date: 10/22/2025

  Thank you for bringing this matter to our attention. We are in the process of getting your contract reinstated. A customer service representative will be in contact with you once this has been done. Thank you for your patience, we appreciate having you as a part of CarShield. - Customer Relation

  Customer Answer

  Date: 10/24/2025

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

• Initial Complaint

  Date:10/21/2025

  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.

  To Whom...,I was a member of Carshield for several years. Only one claim previous to the current claim in question. I recently took my 2007 ****** FJ to the dealer. They found several issues on my car that needed repaired. (catalytic converter, front drive axle assembly, knock sensors and sub harness, finally the rear main seal.) I contacted Carshield. Per contract there were two issues covered. (The front axle assembly and the rear main seal.) Next thing I knew, Carshield was dispatching a third party inspector to verify the covered items. That is a new thing apparently, that I was not aware of at the time. My previous claim had no third party. It appears to me that this "new step" is only to find ways to cancel coverage so Carshield does not have to pay. While I do not know the remuneration for the third party, I assume that whatever they cancel has something to do with their reimbursement.Remember, this is at a huge, reputable dealership. The "inspector" denied coverage for one of the two items covered by the contract, the rear main seal. ($1260.29) The issue in question was the rear seal "leak". The "inspector" denied coverage on the rear seal because...it was a "drip", not a leak. Excuse me. These are interchangeable terms learned in grade school. I contacted Carshield asking for a manager. Later, I received a TEXT stating that there was "seepage" found at the main seal and that did not qualify for repair per the contract. Subsequently, I paid the bill and retrieved my vehicle (10/13/25). It is my considered opinion Carshield owes me the money denied by the third party "inspector". The verbiage was pure semantics used to deny the claim. As an aside, I cancelled my contract with Carshield.The vehicle was at *** ****** ******, *****************************************************. ************.The claim was #*******.******* *******, JD ************

  

  Business Response

  Date: 10/24/2025

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.

  The vehicle was brought to the repair facility for a check engine light which was determined to be caused by a failed catalytic converter. This repair is not coverable by terms of the contract. Repair for a torn axle boot that needed replacement was authorized. It was also noted by the repair facility that there was a potential oil leak from the rear main seal. This was denied for repair when it was found during inspection that while oil was seeping, it had not progressed to a dripping leak.

  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of you payments MINUS CLAIMS PAID for contract(s) MRF4737503 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations
  

  
  

• Initial Complaint

  Date:10/20/2025

  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.

  Purchased car warranty in 2023. Mechanic contacted carshield on Oct 14 to file claim for new water pump. On Oct ********************************************************************************************************* 48 hours. On Oct 16, I called car shield and was told inspector would be there by end of day. Did not show. On Oct 17 I called and was told he would be there by end of day. Did not show. Also spoke to car shield supervisor on Oct 17 who spoke to american auto shield supervisor who stated they had until end of day on the 17th to get inspection done. On Oct 20 I called again and was told inspector would be there end of day. No showed again today. They will kot pay for repair without inspection but continue to fail to have inspector come and do inspection.

  

  Business Response

  Date: 10/23/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract,the Specialist has informed us your claim has been authorized. 

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

• Initial Complaint

  Date:10/20/2025

  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 have called and email many times to get them to stop sending me mail about a car warranty I dont want

  

  Business Response

  Date: 10/21/2025

  Thank you for bringing this matter to our attention. We have added you to our do not contact list. Please allow 10 business days for communication to cease. - Customer Relations

  Customer Answer

  Date: 10/22/2025

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

• Initial Complaint

  Date:10/20/2025

  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 asking this company to stop sending me mailings via phone calls for over a year. I have wrote them letters to stop, they keep saying they will and they don't. I have told them I do not have that car anymore and they still send these mailings. I want it to stop. I can't complain to the *** because that office is closed due to funding.

  

  Business Response

  Date: 10/20/2025

  Thank you for bringing this matter to our attention and providing the mailer. We have added your address to our do not contact list, as well as blocking your phone number from our internal system. Please allow 10 business days for mailers to cease. We are sorry to lose you as a CarShield customer. - Customer Relations 

  Customer Answer

  Date: 10/21/2025

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

• Initial Complaint

  Date:10/19/2025

  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.

  Carshield has had my car tied up at the dealership waiting on inspection from outside source then when he went to do 2 forchim to show up waited 2 day for him to deliver inspection he didn't complete it then waited another 2 day for him show an do another inspection never showed up an reach out to them on 10/17/25 to say they waiting on service to email them a dvi inspection check with dealership said they just got email at 2:07 and my second call was at 2:02: because all this they only give me 7 day rental they had my car at dealership since 10/3/25 so dealership said don't take rental until they authorize repairs this 10/19/25 I am seeking **** refund for the inconvenience for rides to an from work

  

  Business Response

  Date: 10/21/2025

  Thank you for bringing this matter to our attention. You may send in any paid rental and **** invoices to ******************************* for possible reimbursement review. Please be sure to include your contract number and name. We look forward to hearing from you. - Customer Relations

  Customer Answer

  Date: 11/01/2025

  I have seent them multiple emails  to email  address  they provided and what they ask for an still waiting for them to respond to this been 3rd day as of today 

  

  Business Response

  Date: 11/04/2025

   

  We have not received any emails from you. Please be sure you are spelling the email address correctly; *********************************************************

  Customer Relations

  Customer Answer

  Date: 11/05/2025

  they have poor communication  i sent you emails there at info@carsheild then told me to submit to another email 

  

  Business Response

  Date: 11/07/2025

   

  The email given in our last response receives 100s of emails a day.  If we had received anything from you, someone would have reached out to you regarding the possible reimbursement. 

  We can not issue reimbursement without the paid invoices. 

  Please send the invoices to *********************************************************.

  Customer Relations

• Initial Complaint

  Date:10/18/2025

  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.

  On 2021 I did purchase a car ***** and paid x 7 years the extended warranty in advance . The company has send a letter the my coverage will no honor . My payment was in advance to them I want a refund for the two years paid in advance when I purchase my car

  

  Business Response

  Date: 10/20/2025

  Thank you for brining this matter to our attention. The communication you received is an advertisement. There is no refund due as you have no contract with CarShield. We have now added you to our do not contact list. Please allow 10 business days for communication to cease. -Customer Relations

  Customer Answer

  Date: 10/20/2025

  I did purchase my car on ****** ***** dealer may/2021  at the time I purchased with the extended warranty up to 7 years now they said they  will not honored the contract paid in advance . So for the time that left the contract I need them to reimburse me for the amount of 1,000.00 

   

  Customer Answer

  Date: 10/21/2025

  Complaint: 24033275
  
  I have reviewed the business' response and am rejecting it because:
  That letter it is not and advertising. It is official letter that they will not granted the extended warranty of the vehicle 
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/22/2025

   

  The letter you received is in FACT AN ADVERTISEMENT. We confirmed in our last response you do not have a vehicle service contract with CarShield and that we have removed your information from our contact list so you receive no further advertisments. 

  At this time, you can ignore the letter or simply throw it away. 

  Customer Relations

  Customer Answer

  Date: 10/22/2025

  Complaint: 24033275
  
  I have reviewed the business' response and am rejecting it because:
  
  It is was an advertising it is misleading  advertising 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/17/2025

  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 recently brought my vehicle into the shop because the check engine light came on. Prior to that, I performed a diagnostic test, which revealed a fault code of P008A, indicating the fuel system pressure was too low. When I took it to the dealership, they confirmed this fault code and informed me that the fuel pump needed to be replaced. I initiated a claim with my car protection plan, Car Shield / ********************, and was advised that an inspector would need to examine my vehicle, which could take up to two business days.However, the process ended up taking a full week, and I had to wait another week for them to respond to the repair shop. I was taken aback to learn that the claim was denied because the inspector noted in his report that the car started while he was at the shop. On the same day, I received a call from an adjuster who essentially suggested that I continue to drive the vehicle until it breaks down completely and requires towing. This whole situation feels completely absurd and outrageous. I have been paying for this contract for six years, with monthly auto-drafts from my account, and now they refuse to cover a repair that is clearly covered under the terms of my contract. This not only feels unfair, but I also believe it constitutes a breach of contract. As such, I am prepared to take legal action to address this matter.

  

  Business Response

  Date: 10/20/2025

  CarShield requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by **************************** Legal Claims Specialist, 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 conditions of the *************** Contract (VSC).
  

  The claim was initiated by the repair facility which reported that the fuel pump exhibited low pressure and required replacement, along with the fuel pump control module. Additionally, the facility reported that the door latch assembly was faulty and recommended its replacement.

  An independent inspection was ordered on September 30th through LemonSquad. However, delays occurred due to LemonSquad not completing the inspection until October 10th. The results were published on October 11th and subsequently reviewed by AAS on Monday, October 13th.

   Inspection videos confirmed that the engine started without extended cranking and operated normally. Additional footage showed the vehicles doors locking and unlocking properly via remote control. If the reported issues were intermittent in nature, they were not present at the time of inspection. Accordingly, no failures were observed, and the claim was denied and closed. 

   To resolve the matter amicably,AAS is prepared to instruct the seller to cancel the contract and issue a direct payment of $2,203.64. This amount represents a full refund of premiums paid; minus amounts previously disbursed under prior claims. This payment is contingent upon the execution of a formal settlement and release agreement.

  Please confirm your acceptance of this offer by sending written correspondence to: *********************************************************.

  Customer Answer

  Date: 10/27/2025

  Complaint: 24028371
  
  I have reviewed the business' response and am rejecting it because:
  

  There is a permanently stored trouble code (see attached). An intermittent issue is a failure because it indicates that the system or component is not consistently performing as intended even if it only fails sometimes. Intermittent behavior = inconsistent behavior = failure of a component. You also state dont continue to use the car to prevent additional damage but are telling me to continue using the car until it has to be towed in. It is clear that you simply do not wish to honor a valid claim, which amounts to a dereliction of duty under the terms of my *************** Contract.
  
  
  Sincerely,
  
  Esivue Kadiri

  

  Business Response

  Date: 10/28/2025

   

  CarShield and American Auto Shield stand by the adjudication of your claim.  The proper procedure to file a dispute can be found in your contract should you wish to dispute the claim further. 

  If you wish to accept the offered resolution, please email ******************************* or *********************************************************. 

  Customer Relations

  Customer Answer

  Date: 10/29/2025

  Complaint: 24028371
  
  I have reviewed the business' response and am rejecting it because:
  
  I have requested arbitration.
  
  Sincerely,
  
  Esivue Kadiri