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:04/04/2025

  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 had put in a claim for a A/C problem with my car which was quoted $1,600 to be replaced cardhieks never even offered half the cost . I called to complain and cancel my policy and they still kept charging me $150 a month for 5 months after as I was in hospital and when I called the guy I spoke with said he had received three calls from me but not to cancel just to complain and this was a lie why would I call to complain but still kept paying ???? They are thieves and they take advantage of people knowing they will never honour what they say they will do and keep charging people

  

  Business Response

  Date: 04/04/2025

  We have reviewed the calls on file based upon your complaint provided. As of 4/4/25, the only record of a cancellation request we have received was on 4/3/25 in which you have officially cancelled your account. Your contract has paid out $669.82 toward your claims. CarShield is under no contractual obligation to refund you past the 30 day, money-back guarantee. In consideration to your claim payout, and the chargeback we have received on your account, ********************** will refund one monthly payment back to you. Please allow 7-10 days for processing.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/04/2025

  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 March 15 my car broke down in ******** I call carshield because was car problem I was tow to a shop from their website and shop wasn't open so I rent a car that I pay from my pocket to get back home then I call carshield on Monday to tell them about the car and I need a rental but for the rental I had to wait until they approve it and they approve it on Wednesday after they discussing my car to the shop and it was transmission problem carshield it took over a week to tell me what the shop would do and according to them I have to pay over $7000 plus my deductible while they will only pay 700 for that and I told them I only supost to pay my deductible that is ****************************************************************************** their advertising about they pay part and labor they are a bunch of scamers

  

  Business Response

  Date: 04/07/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address you concerns 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"). 
  
  
  Upon review of your file, it was discovered that your repair facility provided pictures of the valve cover leaks, the cooler line leaks, and the inside of the transmission pan of your vehicle. The valve cover and cooler line leaks were verified and appeared to be long term based upon the assessment of the images provided. The inside of the transmission fluid pan was found to show sludge and other debris. The repair facility also advised there was no transmission fluid in the pan when it was dropped as well as a lack of  fluid showing on the dipstick.  
  
  
  As stated within your contract,  breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion, foreign objects, dirt, dust, liquid, cracked rubber and/or neoprene parts, dry-rot, road chemicals, lack of proper fluids or use of additives or fuel grades not recommended by the manufacturer. As your transmission was found to lack the proper fluid for safe maintenance for an extended period of time through continued operation, it was denied for the claims process. However, partial authorization for both the valve cover gasket replacement and transmission cooler line replacement will stand.
  
  
  CarShield has no contractual obligation to refund you for repairs that were denied due to improper fluid and continued operation. Nevertheless as an effort to resolve this matter, CarShield is willing to provide you a one time payment of $600.17 upon the execution of a signed settlement and release agreement and a waive of your authorization to the repair facility. 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: 05/06/2025

  I disagree first I didn't put the wrong fluid second my car was in the shop prior and car shield was there inspected they only approve a part tgat wasn't much ***** the rest and there premium so I didn't fill the wrong and the transmission didn't have any fluid because it leak on the highway while I was driving and didn't have any warning until I pass **********, ******** from ******* , *******;

  

  Business Response

  Date: 05/06/2025

   

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  ******************** has already authorized $944.34 in previous claims which is more than you have paid into the contract, therefore there is no refund due. If you would like to accept the previous offer, please email *********************************************************.

  Customer Relations

  Customer Answer

  Date: 05/12/2025

  Complaint: 23160309
  
  I have reviewed the business' response and am rejecting it because: so they said they will give me over $900 instead of fixing my transmission so their advertising was a totally lie but when I was paying they didn't said anything I was paying for a service im out of car they only pay 2 weeks of rental I been out of a car for almost 2 months I been renting a car from my.own packet waiting so who will reinvers the money and carshield still taking my premium so I refuse the 900 and I want my car fix 
  
  
  
  Sincerely,
  
  ****** A *****

  

  Business Response

  Date: 05/12/2025

   

  The decision on the claim will not change.  We have offered the authorized amount $600.17 for the current claim and have already paid out more than you paid in for previous claims. If you wish to accept our offer, please email *********************************************************. 

  If you wish to pursue this dispute further you are welcome to do so, but please be aware that we will defend our denial and will provide evidence of long terms leaks and sludge with the pictures submitted by your repair facility, both of which  are specifically listed and excluded from coverage in your contract terms and conditions. 

  Customer Relations

  
  

  Customer Answer

  Date: 05/15/2025

  Complaint: 23160309
  
  I have reviewed the business' response and am rejecting it because:
  

  I read what carshield said about the leak and stain of leak yes there are old leak stain that why it was on shop previously and carshield know about that they have picture of the leak that why was on the shop and mechanic submitted what was wrong and it was fix stain of the leak never was clean
  
  
  
  Sincerely,
  
  ****** A *****

• Initial Complaint

  Date:04/02/2025

  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 CarShield in November of last year since my warranty expired on my Vehicle in May of 2024. My vehicle started acting up in March of this year. I took my vehicle for a diagnostic on March 4th. I was told the vehicle needs a new engine. I submitted all the required documents that Carshield required which were all of my oil change receipts. I was told the engine was covered under my warranty. But when the so called inspector came to inspect the vehicle I was told the claim was denied due to the part not being covered the part was the *** cooler. I paid for this warranty for months and lost money and there was no compassion. I am still paying a car note for this vehicle and it is not drivable. Even the mechanic at the shop said that thsi is the reason that no one uses Car Shield anymore.

  

  Business Response

  Date: 04/03/2025

  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"). 
  
  CarShield provides a wide variety of coverage for many of your vehicle repair needs. However, items that are not listed for coverage are not eligible for the claims process, and would not be eligible for repair/reimbursement. Upon review of your file, it was discovered that your repair facility reported the initial cause of failure to your engine to be the ***** cooler.  Any component relating to the repair of your engine not defined or listed in ENGINE MECHANICAL (Gas or Diesel) Section a, coverage is deemed excluded from coverage. As the *** cooler is a component not listed for coverage, it would be deemed excluded per the terms and conditions of your contract.  A more extensive list of terms and exclusions may be located within your VSC.
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s)  MRF5255054 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: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am no satisfied with this resolution.  It is putting my family and I in a tough situation. This vehicle is a family car I have a son with special needs and he needs to gone to multiple appointments I am also still paying this vehicle off and now have to find money for a new engine as well as the other issues that arrived from this. But I am backed in to a corner and I guess I will have to accept the offer. 
   
  Sincerely,
  
  Aveance *****

• Initial Complaint

  Date:04/02/2025

  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 bought the *************** coverage on 9/6/2023 for my 2019 F-150 at a cost of $134.16 per month. In June, I noticed a problem with the transmission and took the vehicle in to ****. On 6/27/2024 my service advisor received an email from CarShield requesting service records and pictures. CarShield sent an inspector 2 or 3 times to look at my vehicle and take pictures in the following months (I would have to leave my truck at the shop for a couple of days). Finally, in September, **** said I could drop my truck off so they could provide CarShield with more in-depth diagnostics and pictures. Through the months, I kept in contact with my service advisor frequently, asking for any updates. I never received any calls from CarShield during that time. Sometime in February of 2025, my service advisor told me he got the okay from CarShield to proceed and I would finally get my truck back. Around 3/6/2025, I recieved a call from ****** ******, a claims adjuster for American Auto Shield, stating issues with some pictures that my service advisor uploaded and was planning on denying my claim. He mentioned that if the repair wasn't so expensive, he would have no problems approving. I told him that the vehicle and transmission was still in the shop and he could send inspector if needed. CarShield proceeded to deny the claim and was not interested in sending anyone, it seems they just used the pictures as an excuse to deny the claim because it was expensive. I spoke with customer ********************** and several supervisors in an attempt to get resolution for a legitimate claim, to no avail. I kept being told that I had to work it out with ****. I was promised that CarShield had me covered and I paid monthly premiums for 18 months. All I got for the $2,414.88 I paid CarShield was empty promises and 7 months without my truck. They sold me a false sense of security. They could at least refund the premiums I paid to actually help me with getting my truck fixed.

  

  Business Response

  Date: 04/03/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns in a timely manner.
  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". Upon review of your file, it was discovered that your elected repair facility completed work on your transmission without prior authorization and this was confirmed by a third-party inspector. Additionally, it should be noted that the repair facility refused to provide information regarding the cause of failure and a full estimate in a timely manner for your claim. At one, point the claim was inactive for almost 6 months due to the repair facility repeatedly ignoring ********************'s request of the information needed to progress your claim forward. The delays associated with your claim are clearly out of your Administrator's hands, as active attempts were made to progress your claim forward. As stated within your contract, your VSC does not compensate for the inability to retrieve your vehicle due to delays caused by your repair facility.
  
  
  Furthermore, ******************** has reasonable suspicion that your repair facility has submitted pictures from the internet of a transmission pan drop that wasn't even from the same model vehicle/transmission type as your vehicle. The repair facility also presented at least one of those same pictures to the third-party inspector that was utilized for your claim. 
  
  
  CarShield has no contractual obligation to provide you a refund for claims that were not authorized by your Administrator. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a refund of nine monthly payments for contract(s) MFF4788241 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 

• Initial Complaint

  Date:04/02/2025

  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.

  Car shield called me 10 times today. Twice I called them back to ask to be removed from there call list. After that my phone blew up every hour. I tried to answer but no one would pick up. When I called the multiple numbers back it said it was disconnected. This is a predatory service. They said they would remove me from there call list instead they blew my phone up.

  

  Business Response

  Date: 04/02/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 

  Based upon our records, we have not contacted you past your cancellation date of 11/05/24. The numbers you have provided as an attachment are not registered as CarShield numbers. CarShield is the biggest provider of vehicle service contracts in the ** and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. We have added the phone number provided into your complaint to our do not contact list as of 4/2/25.

  Respectfully,
  Customer Relations

   

• Initial Complaint

  Date:03/31/2025

  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 car shield 3 years or so ago. I advised the salesmen about the car I purchased. I have car trouble car shield denies my claim, cancels my service and advises I didnt have the right plan. After I was sold this plan and was advised I was covered. No responsibility taken from the company on what their workers did.

  

  Business Response

  Date: 04/02/2025

  CarShield has reached out to this customer, andare actively working toward an amicable solution for both parties. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/31/2025

  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.

  Absolutely a horrible company. Did everything to not cover a claim. The engine needed replaced and claim was denied although the contract I have was to cover engine

  

  Business Response

  Date: 04/02/2025

  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 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"). 
  
  
  Upon review of your file, it was discovered that  RF initially called for replacements of the camshaft, lifters, and rocker arms, and your administrator has authorized these items for repair. After completing the  repairs, the repair facility called in advising there were still running issues with your vehicle. The repair facility reported low compression on one cylinder and as well as leak down testing that the repair facility stated were blowing back "through the valvetrain" and thinks there may be damage to a valve seat or a cracked cylinder head. 
  
  
  Your vehicle service contract provides a wide variety of coverage for many of your repair needs. However, neither of the aforementioned failures would be coverable as the valve seats are deemed a component not listed for coverage and damage to the cylinder head was not due to the failure of an internally lubricated component. As such, the repair facility did not report damage that would qualify for coverage, and would thereby be ineligible for the claims process.
  
  
  CarShield has no contractual obligation to refund you for claims that exceed the liability/obligation of your VSC. Your current authorization to your repair facility will stand. However, as your past and current claims have been authorized for over $10,000.00, far exceeding what has been paid into your contract, there will be no further refund due. 

  Respectfully,

  Customer Relations

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Greetings! I purchased Car Shield April of 2019. I had an accident with the car that I purchased car shield for. So in July of 2019 I purchased another car and contacted car shield to give them the info of the car I presently own. On March 25, 2025 I contacted car shield to file a claim about my car. On March 28, 2025 I received a call from car shield stating that I have a salvage title and that they had to speak with upper management to see what would be done about the situation. March 31, 2025 I called car shield and they stated that they were canceling my coverage and that I would have to wait a waiting period and that I could purchase car shield again and pay more for a salvage title car. I didnt know that my car was a salvage car when I purchased it in July of 2019. Ive been paying car shield for this car which is a **** edge 2010 model car. Car shield knew long before now that this was a salvage title and didnt contact me about it. From August of 2019 to March of 2025 which is 68 months of payments. That amount to over $6,732 they have taken in payments for this type of insurance. Now with me finding out this information. *** lost my money for years of payments that amount to nothing from car shield. They havent come to no kind of restitution about what *** paid them over the years. I had to pay an auto mechanic $643.33 for issues that have arose with my car. Which is taking from my mortgage payment. Im asking for my $6,732 back. Because they took my money and new there was a problem with my title and didnt tell me.

  

  Business Response

  Date: 04/01/2025

  We have reached out to Ms. ******* and have come to an amicable resolution for both parties. 

  -Customer Relations 

  Customer Answer

  Date: 04/14/2025

  Complaint is resolved thank you for your assistance.

• Initial Complaint

  Date:03/31/2025

  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.

  When I signed up it was a quick sale, aggressive sales technique that just wanted the sale over giving details. I was originally asked details about car, told I qualified for a gold program and no further details. I made a claim and was denied because I was told I didnt drive enough. I was only told that I had to wait a certain time period, never told had to drive a certain number of miles. I have been paying a premium since 2023. I feel this is a deceptive selling practice and didnt fulfill what was promised

  

  Business Response

  Date: 04/02/2025

   

  We have reviewed the initial sales call and you were informed of the waiting period on your contract 16 minutes and 49 seconds into the call.   The waiting period is also listed in your attached contract. 

  As a resolution, CarShield will 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

   

• Initial Complaint

  Date:03/29/2025

  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.

  After purchasing our car they offered me a ****** mile warranty for 5 years whichever comes first. Another warranty dealer offered me ******* miles and 5 years for the same price. When I told them that they came back with ******* miles offer and 5 years or whichever comes first for $1693.00

  

  Business Response

  Date: 03/31/2025

  Based upon the review of  your file, you have purchased your Vehicle Service Contract in 2020. As you have had your contract for nearly five years, there is no way to change the terms of your contract.  If you wish to cancel your contract, please email *********************************************************. 

  Respectfully,

  Customer Relations