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:04/22/2025

  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.

  The weekend of March ******* my car started making a ticking noise. On March 25, 2025, I took it to the repair shop that had previously worked on my car through Carshield on another repair.1 week goes by and no one calls, so I called Carshield to find out what is going on with my car. They have instructed the mechanic to find the cause of the problem. He continues to communicate with Carshield sending pictures and phone conversations about the issue. Week 2-3, I called to find out what is going on again. They tell me the mechanic has not been providing information they need for the claim and my claim is on hold. Then I find out that they are not wanting to cover the repair that the mechanic says needs to happen due to the continued operation of the vehicle. 1. check engine light never cam on to alert me and when I heard the noise I immediately took the car to the shop. 2. the failure in the engine is not a result of my actions but a faulty part that continued to send metal through my engine. Up till this point my car ran great. Now, my car engine is in pieces and Carshield only wants to pay for a portion of the repair. The mechanic will not warranty that work because it is a matter of time before the engine has trouble again. They just provided a rental car and only pay for 7 days. I need help!

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.

  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review 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 ("***"). 
  
  
  As stated within your contract, you are to take immediate action to prevent further damage to your vehicle Your contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.  
  
  
  Upon review of your file, it was discovered that your repair facility's diagnosis was lifter failure with damage to the camshaft and metal contamination of the engine. The repair facility also reported that your vehicle was driven in with low oil level and an audible ticking noise from the engine.  Per your claim intake statement, the noise began on 3/22/202,  and the vehicle was driven with and into the repair facility with engine noise on 3/25/2025. 
  
  
  Per your contract exclusions and terms, your claim could have been denied outright for lack of necessary required lubricants per the terms of the contract but was instead given an authorization for the initial cause of failure of both the cam and lifter repair in the amount of $1177.34. This would be applied as a credit towards a proper engine repair. Your engine would be denied for both lack of necessary amounts of required lubricants and for continued operation/negligence. This is due to the failure to protect the vehicle from further damage by not having the vehicle towed at first sign of breakdown, and operating with the lack of necessary fluids for safe operation. 
  
  
  CarShield has no contractual obligation to refund you for repairs further exasperated by continued operation and mechanical negligence. Your claim has been authorized for $1,177.34 toward you repair, and this authorization will stand. However, no further authorizations for this claim will be added as the *** liability has been met.
  Respectfully,
  Customer Relations

• Initial Complaint

  Date:04/21/2025

  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.

  I canceled service on 4-15-2025, on 4-17-2025 carshield still took ****** from my bank account. All I want us my money refunded.

  

  Business Response

  Date: 04/22/2025

  As a courtesy, CarShield will refund one monthly back to you. Please allow 3-5 business days for processing.

  Respectfully,
  Customer Relations

• Initial Complaint

  Date:04/21/2025

  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.

  Regarding the wrongful issuance of an extended warranty policy and denial of a legitimate claim under Claim #*******, related to Contracts #MRF5172825, MRF5284634, and HWF5298041.Despite multiple prior communications and evidence showing that I clearly requested coverage for my 2015 Subaru Forester (***: *****************), CarShield issued the original contract for a vehicle I no longer owneda 2011 ****** Outback. This occurred despite me explicitly stating the correct vehicle during the recorded sales call. CarShield representatives failed to verify or correct the *** during the sale.When the transmission issue occurred on January 6, 2025, my claim was denied due to the mismatch. I then purchased the correct policy for the Forester on January 13, 2025, waited out the required grace ******* and re-submitted the same claim. It was again denied on the grounds that the *** stored the fault code prior to coveragean issue that only arose because I was misled into paying on the wrong contract for five months.Furthermore, on April 17, 2025, I received a dismissive response from CarShields legal assistant, ***** *******, refusing to approve my claim or refund all three contracts. Their settlement and release offer only includes a partial refund of two contractsMRF5284634 and HWF5298041excluding the original policy I paid on in good faith despite the company's error.Timeline Highlights:7/11/24: Purchased 2015 Subaru Forester, trading in my 2011 Outback 8/20/24: Called CarShield and requested coverage for the Forester; incorrect contract issued for the Outback 1/6/25: Transmission issue occurred 1/13/25: Purchased new policy for the correct vehicle (MRF5284634)3/27/25: Claim denied again citing pre-existing conditionbased on ******** tied to a breakdown that occurred before the new policy but after months of erroneous coverage 4/17/25: Final refusal from CarShield with offer to refund only two contracts, despite full documented history and hardship

  

  Business Response

  Date: 04/22/2025

  Mr. *****,
  As stated within our previous response,
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review 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"). 
  
  
  As stated within your contract, upon receival of your VSC, you are to " read the entirety of this contract. Check  your contract for coverage. Not every part of your vehicle is covered by this contract. Verify that the mileage and other information about you and your vehicle as provided on the declarations page  is accurate. Immediately contact the seller listed on the Declarations Page if any information is incorrect". 
  
  
  Upon review of your file, it was discovered that your claim was denied for repairs of your transmission and valve body due to pre-existing conditions. Initially, you had purchased contract(s)  MRF5172825 on 8/20/2024. The *** that was provided was for a 2011 ****** Outback on a recorded line. After the vehicle broke down, you had decided to cancel contract MRF5172825 due to providing the incorrect vin number  and purchased the current contract MRF5284634. You were informed that your vehicle would be subjected to the standard waiting period of  25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective Date upon the purchasing of your contract as each contract is unique to each vehicle that is registered.
  
  
  Your claim was initially reported on 3/5/2025. However, based upon obtained vehicle history record, you vehicle was reported on 1/14/25 at your current repair facility at mileage stamp 136,799. Your current claim start mileage was reported at 136,800. Additionally, reported transmission issues were reported by your repair facility per the service records obtained on 1/7/25. 
  
  
  A pre-existing condition is defined as any mechanical failures or concerns that exist prior to the inception of the contract and until the end of your waiting period. As you have been informed that your vehicle would be subject to another waiting period, and you must consent prior to running your card per company standards, your claim was denied for pre-existing conditions as the failures have been found to exist during or prior to your waiting period.
  
  
  CarShield has no contractual obligation to refund you for repairs that are deemed excluded from coverage per the terms and conditions of your VSC. However, as an effort to resolve this matter, CarShield is willing to refund contract(s) MRF5284634 and HWF5298041 in full 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: 04/23/2025

  Complaint: 23230684
  
  I have reviewed the business' response and am rejecting it because: they are not willing to refund all 3 contracts.  The one they sold me in August was for the wrong vehicle when I clearly stated I wanted one for a 2015 Subaru Forester and their sales *** didn't correct me when they were provided the incorrect VIN number.  I was paying for a warranty on a vehicle that I didn't own for 4 months.
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/24/2025

   

  Mr. *****,

  It is not the responsibility of CarShield to make sure the vehicle identification number YOU provide is correct.  CarShield assumes that customers wanting coverage know how to correctly reiterate the *** number on the vehicle that are choosing to cover. 

  There will be no additional offer.  Please let us know if wish to accept the full refund for CarShield MRF5284634 &  HomeSafe HWF5298041. 

  Customer Relations

  Customer Answer

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/21/2025

  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.

  Carshield was a company I was using for car maintenance. One of the concierge services that they sent me to the company refused to let them know they returned the part. They kept the part for 2-3 months before sending it back. I am not going to pay them $500 to get my car repaired because I have paid Carshield a $100 deductible in order for their services to apply to the repair. I would like my money back that I have been paying them for 3 years.

  

  Business Response

  Date: 04/21/2025

  We have been informed that a member of the CarShield **************** has attempted to reach out and has left you a voice message. Please call back at your earliest convenience to discuss a potential resolution to this matter. 

  -Customer Relations 

• Initial Complaint

  Date:04/21/2025

  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.

  CARSHIELD refuses to stop emailing me everyday for the past month, I've unsubscribed every day for a month. I marked it at spam everyday for a month. After reading the better Business bureau complaints I want nothing to do with this company in which they would stop emailing me.

  

  Business Response

  Date: 04/22/2025

  As of 4/22/25, we have blocked your email and phone number from our system.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/20/2025

  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.

  They would not commit to repairing my vehicle because the place that they sent me to said it was going to take a certain amount oftime and they would not allow that time so I had to take out a loan to get my vehicle fixed and now Im having my garnished because of their incompetence and a very rude Person that I was talking to from car shield would not approve the allotted time, even though it was their standards that he was going by

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review 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"). 
  
  
  As stated within your contract,  authorized labor hours needed to perform repairs will be determined by your Administrator using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be your responsibility. Upon review of your file, it was discovered that your out of pocket cost's were solely due to the overcharging of labor times needed to complete your repair, and your incorporated deductible within your claim. Both items are considered your responsibility, and would not be eligible for reimbursement per the terms and conditions of your contract.
  
  
  CarShield has no contractual obligation to refund you for items not listed for coverage within your VSC. However, as an effort to resolve this matter, CarShield is willing to refund you a total of three monthly payment for contract(s)  MRF5046059 upon the execution of a signed 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: 05/04/2025

  I have not heard a word from them as far as Im concerned I would like to get my $400 back so that way I can get rid of this wage garnishment that I have against me right now Im on Social Security cannot afford to live especially with this garnishment Thank you. The car shield has not contacted me at all. My phone number is area code ************. They can leave a message.

  

  Business Response

  Date: 05/06/2025

  As stated within our last response, in order to receive the offer of a three month refund, you must email ******************************* to accept the settlement and release agreement offer. As a courtesy, we will draft the agreement for your electronic signature without the request email, and will send the settlement and release agreement via ******** to the email address on file. Once signed, we will send your check to you via *** overnight. 

   

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:04/19/2025

  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.

  I called to cancel my account on April 7th and was met with attitude. My account was never canceled although I was told it was. I called back on the 9th, 15th, and 16th and have still not received my refund! I would like my money as I have paid in full and I want me account canceled.

  

  Business Response

  Date: 04/22/2025

  Your account was cancelled on April 16th, 2025. Your refund has been processed to be put back onto the card you have on file. Please allow 3-5 business days for processing. 

  Customer Relations

• Initial Complaint

  Date:04/18/2025

  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 contacted CarShield on Thursday, April 17, 2025. With intentions on transferring my account from the 2017 ******* Tucson to a 2022 **** Edge. I was told by a representative that I would have to pay an additional $105.00 monthly for the 2022 **** Edge. I didnt agree with the amount due to the fact that *** never filed a claim or needed towing or any type of service from CarShield. I see their service as a scam. CarShield debit monies out of my Checking account until my balance was paid in full. There was never a late/missed payment. I requested a refund and I was told I needed to send an email to cancel my account. Then I would receive a check in the mail for $325.00 only. That amount is ridiculous and unacceptable.

  

  Business Response

  Date: 04/22/2025

  Ms. ******,

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concern's.

  As stated within Page 14 Section N. (3), ("TRANSFER OF YOUR CONTRACT")"This Contract may not be transferred to another vehicle. It may only be transferred to a different private owner of the same vehicle." As a company standard, each policy that we provide to consumer's are unique to each of their vehicle's, and their level of coverage needs, and a transfer to a different vehicle would not be possible. 

  Additionally, as outlined within your Vehicle Service Contract, you may cancel your contract within thirty (30) days of the contract purchase date, or twenty (20) Business days from the date the contract was mailed to you, whichever is later, if no claim has been made, and receive a full refund of the total contract purchase price. You may cancel this contract at any other time and if requested by you in writing, receive a pro rata refund based upon the total contract purchase price calculated upon the greater of the days in force or the miles driven compared to the total contract term, less claims paid and less the cancellation fee of fifty dollars ($50.00), subject to state specific information provided in any applicable state-specific variance page to this contract. Your pro-rated refund has been calculated to be $393.44 based upon the greater of the days in force or the miles driven compared to the total contract term. 

  However, as a courtesy, CarShield is willing to provide an additional $400 to you as one time payment in the amount of $793.44, upon the execution of a signed settlement and release agreement for contract(s) ABF3695638. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

   

• Initial Complaint

  Date:04/17/2025

  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.

  Date of transaction: April 14, 2025 Amount: $787.49 (******- 200 deductible)Claim#******* I contacted Carshield about oil leak, they referred me to a shop, I dropped the vehicle off, hours later received a text from Carshield that stated: "WE RECEIVED ALL REQUIRED INFO FROM YOUR SHOP. WE WILL CONTACT YOU WITHIN 1 BUSINESS DAY TO COMPLETE YOUR CLAIM" The shop also told me they sent everything needed to Carshield so they went ahead with the repairs. My repair was complete but the repair shop had not received payment. I spoke back with Carshield and was told I could be reimbursed. I got the final bill from the repair shop, they also provided my claim number to me. The next day I attempted to get my reimbursement, I was told my claim was denied because the repair facility did not get prior authorization to complete the work. I do no know what else I could have done to make sure everything was completed to be reimbursed. In speaking with Carshield I am always told I should have asked if the repair facility received prior authorization to do the work. I stated after receiving emails, texts and confirmation from the repair facility that all items necessary for the claim were received why would I think to ask about anything else.

  

  Business Response

  Date: 04/18/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond to your concern's in a timely fashion. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review 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"). 
  
  
  As stated on every page of your contract, "No Claims will be paid without prior authorization". In addition to the No Prior Authorization Clause within your contract, your VSC also states that  any part that has not broken or failed, even if a repair facility has recommended repair or replacement is deemed excluded from your contract, and would not be eligible for coverage. A more extensive list of terms and exclusions may be located within the "GENERAL EXCLUSION'S" Section of your contract.
  
  
  Upon review of your file, it was discovered that on  4/8/2025,  you were advised that only after claim was authorized could you pay for any out of pocket costs associated with your vehicle's repair.  Per review of the repair facility's submitted photo, the oil filter housing was not found to be leaking. Based on the photo shown, there was only a very slight amount of residual oil found. This phenomenon is  very common from changing the oil filter during an oil change and this is not considered verified failure. Two days after the claim was started, you had authorized the repair facility to complete the repair prior to the claim being authorized. As there has been no proven cause of failure provided, and your claims were completed without prior authorization, your claim would not be eligible for reimbursement and has been adjudicated correctly per the terms and exclusions of your vehicle service contract. 
  
  
  CarShield has no contractual obligation to refund you for repairs that have been completed with no prior authorization. However, as a courtesy, CarShield is willing to refund you five monthly payments for contract(s) MRF5157762 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: 04/19/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  My car was taken to the dealer on Jan 20, 2025. Car Shield asked to have it towed to another *********** the end car Shield refused to pay for a test to prove to the point of failure..... same with the 2nd location. Since I was unable to convince anyone to act on my behalf I was told to JUNK my car and rec'd $450. After this transaction ******* sent my a notice that my car was valued at $9,000. I rented a car for over 2 months and paid appx $2,200, Car shield at first said I would be reimbursed for thand e rental but it turns out they were willing to only pay $700. They said that I would rec $2,200. and out of that I had to pay the repair shop $1,000.

  

  Business Response

  Date: 04/17/2025

  As offered within our previous discussions with Ms.  Ingebrethsen, CarShield is willing to provide a refund of $2300.00 as a courtesy toward Ms. ************* As no cause of failure has been identified, and Ms. ************* had decided to sell/junk her vehicle while also requesting the contract be cancelled, CarShield offers this amount as a courtesy toward Ms. ************* CarShield does not provide coverage for unverifiable failures. On many instance's, CarShield has provided Ms. ************ with potential repair facility's, and towing companies in efforts to help resolve this matter, and provide a verified cause of failure. As CarShield has authorized over $6000.00 in claims, well exceeding what has been paid into Ms. ************** coverage, our final offer will remain as a refund of   $2300.00 upon the execution of a signed settlement and release agreement. If Ms. ************ wishes to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Respectfully,
  Customer Relations