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:03/24/2025

  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.

  Contract on our ******* started 2/2/2021, coverage - Monthly Platinum W/Luxury ******************* with auto pay of $96.46 per month. On my March credit card, there was no charge from CarShield. Called and was told someone called and told them we sold the car (which we did not). They could not tell me who called and cancelled the insurance. I told them we are the only ones who could cancel the insurance. I told them to reinstate the policy as it was, as it was their fault it was cancelled. Was told that they would have to rewrite it because the payment was not paid for February and it would be a lot more then the $96.46. I told them it is on auto pay and the credit card company said they never submitted a charge, which is their fault. I asked to talk to a supervisor and ***** said he talked to a supervisor and the only thing they can do is rewrite the contract at the higher cost. I asked to talk to the supervisor again and he said he would not put me through. I told him I wanted to talk to the supervisor now and he said NO. I will not put you through. I want to know who called and cancelled my contract and why they couldn't continue the same contract . Also, why their employee refused to let me speak to a supervisor and was very rude and indignant.

  

  Business Response

  Date: 03/25/2025

  Mr. *******,

  We have been informed that a member of the CarShield **************** has attempted to reach you in efforts to resolve this matter. Please contact the number that was left on your

  voicemail so that your contract may be reinstated effectively as soon as possible. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 03/28/2025

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

• Initial Complaint

  Date:03/24/2025

  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.

  Each time I have received the above-referenced notice, I have called the contact phone number listed to advise that this correspondence is being sent to the wrong person because I have ever owned a 2022 ******* Tucson, and have desired to own one. Since my effort to stop these mailings have been successful by phoning you, I am sending this letter to you along with copies to the Indiana Attorney General and Better Business Bureau in hope that this will create the right result-no longer being sent these unsolicited notices and removal from your database

  

  Business Response

  Date: 03/24/2025

  Ms. ******, 

  There is no attachment provided with your complaint. Please send a copy of the mail that you have received to ******************************** and we will remove you from the mailing list. Please include a photo of the customer identification number provided on the mailer so that we may adequately address your concerns. 

   

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/22/2025

  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.

  I have had the Car Shield Platmium Plan since 01/08/2024 under contract#MRF4922740, and as a customer, I feel that I was misled and misguided from the beginning by the participating shops they sent me to. Every time I had a breakdown and needed repairs I always had to pay out-of-pocket expenses for repairs they did not cover, which was the majority of the time, I spent more money out of pocket every month than the coverage they provided me with. As of right now, I have an open claim for an engine replacement under claim #*******. My Jeep had been sitting at the shop for 2 weeks total, due to car shield requesting additional information, sending inspectors out, and everything because they did not want to cover this repair when it doubt just like every other repair I've had. I was even blamed for the engine replacement they shifted the blame to me because of what their other facility partners did and did not do, which is not my fault, I am the customer, and I trusted them to be the peace of mind when I had breakdowns, but this has been a nightmare and the whole process has been overwhelming and unprofessional. After my Jeep had been sitting for 2 weeks at the repair facility wasting my time and money because they did not want to extend my rental even though they did not approve repairs until after 2 weeks, After speaking to the repair shop I was informed that Carshield will be covering the repairs totaling $9,800 parts and labor, and Carshield is not even covering half of the cost, I was told that they are paying $4,400, and they are expecting me the PAYING CUSTOMER to pay out of my pocket $5,400 including my $200 deductible, they are once again trying to punish me for their lack of knowledge and the lack of their repair facilities to do their jobs. I was told that they would cover more but because their partnering facilities did not do their due diligence it's my fault, and I have to pay more because of their lack of ownership. THEY NEED TO PAY MORE NOT ME !!!!!!!!!

  

  Business Response

  Date: 03/24/2025

  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 and is currently pending approval for your approval for the out of pocket costs. The claim was authorized for initial cause of failure for cam and lifters as a credit towards engine repair with engine being denied correctly for continued operation. Your vehicle was being driven with a check engine light on and engine noise present and was not towed into your repair facility at first sign of breakdown. The engine noise from the lifters dated back to at least the prior claim ******* that was reported on 8/30/2024. Only valve cover gaskets were replaced and you continued to drive the vehicle until current breakdown.

  This vehicle has a history of oil and coolant leaks dating back to before your purchased your vehicle service contract and run low and overheat concerns have been reported and only partially addressed on claims as inspection found a cracked coolant overflow tank that was called on prior claim and not replaced due not being listed for coverage and you being unwilling to pay for the out of pocket repair and continued to drive the vehicle with active coolant leak. The service records submitted show oil and coolant leaks in the notes as well as check engine light illuminated at recent oil changes which is documented history of continued operation/ negligence. The contract liability has been met for this repair/rental and remaining balance would be your responsibility per terms of the contract.

  Customer Relations

  Customer Answer

  Date: 03/26/2025

  I am very disappointed in how my claim was handled because at the end of the day, we put our trust in Car Shield and their servicing facilities to do their job, if in fact they did not maybe you all should get a credit or your money back from the facility who accepted your agreement instead of penalizing the customer because ********************** , *************, and the repair facilities are the professionals and not the customer who pays you all for the peace of mind, which is still misleading from day 1, you should let the customer know what to expect up front and putting the customer should be the priority and not just trying to make money and in the end you do not tell them that regardless for covered and non-covered expenses we will always be the one spending more plus monthly fees it's better to not have the contract. And then you speak on continued liability of driving the vehicle when this is the real world if you only have one vehicle you have to drive that one vehicle that you have so let's again be realistic, some do not have the option of not driving when it is all they have, and that still does not amount to the horrific process of dealing with break downs and repairs any better when you expect a company to have the human decency to extend their compassion and kindness to their customers. It will not hurt for ********************** to go the extra mile for their customers everything doesn't have to always be black and white or by the book I've seen the reviews patterns are red flags. Since the contract was misleading from the beginning and I feel like it was not true to the expectations because I have spent much more money out of pocket than the coverage itself then maybe I should at least be refunded my service contract funds that I have paid through-out the year, I would be satisfied with that.

• Initial Complaint

  Date:03/21/2025

  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.

  My car has been in the shop since March 10 2025 and my warranty company (Carshield)Is refusing to up hold their end of the contract. Me and my Mechanic shop (Midas) and I have give carshield everything they have ask for to prove failure to a part on my vehicle. Yet they continue to give us the run around about the vehicle. My vehicle is still in the shop because of them and they won't even Extend a courtesy an extent my vehicle rental. Every Mechanic, I try to take my vehicle to dose not want to service my vehicle because I have carshield. This is Ridiculous and something must be done about it.

  

  Business Response

  Date: 03/26/2025

  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.  Your repair facility called in stated you vehicle had your vehicle had a head gasket failure as well some suspension component failures. The repair facility was able to verify failure to the left side cylinder head gasket but has been unable to send in verification of the right side head gasket having failed as well. The contract only has coverage for confirmed failures. Your claim rental has also been extended beyond the maximum allowed by 4 days in an attempt to assist you while your repair facility is attempting to provide the verification needed. Your claim was authorized in the amount of $4,386.98 which includes $625.79 for your rental. Your claim was authorized per the terms of your contract for the verified failed head gasket on March 14th, 4 days after the claim start. 

  The repairs can be completed or your repair facility can send in information that verifies the other side head gasket has failed as well. ******************** has authorized $3,194.11 in four previous claims. Since that amount of greater than the amount paid into the contract, there is no refund due. 

  Customer Relations
  
  

  Customer Answer

  Date: 03/26/2025

  They continue to say they wasn't able to verify failure to the other gasket when my mechanic have repeatedly sent numerous of photos verifying failure of the part. In they continue to say they haven't received a photos or my mamachanic needs to verify what side that photo shows which is obviously the right side because there's only 2 sides and they already approved the left side. So there's only one side in question. 

  Customer Answer

  Date: 03/26/2025

  Also every time Talk to customer **********************. It's like starting a process all over again. No one ever knows the last updates made to the claim. So they're always telling me things that the previous 2 or 3 customer ********************** representatives said they are always behind and going backwards in the process?

  Customer Answer

  Date: 03/26/2025

  Spoke to customer **********************, 3/********* his name was ******.

  
  

   They informed me that photos were uploaded today, and someone would reach out to me today to discuss my claims. No one reached out. I had to call them the next day but before I could call a Supervisor named ******** called me first.

  I spoke with ********.

  ******** from car shield 3:46pm 3/25 she said 

  We received your photos yesterday morning and we are waiting on the adjuster to look at the Photo and will hear something by the end of the day. Again never heard anything. 

  Just call back at 3/26 2:37 and was told again we are waiting for The adjuster to view the photos that were sent in monday. Then state it the adjuster has 24 to 48 hours to view the photos.  The second batch of photos were sent in on 3/24 monday, around 9am it is now 3/26 3:03pm and I'm still being told they are waiting on the adjusters to view the photos even though it's been over 48hrs.

  It's the same answer no matter when I call

• Initial Complaint

  Date:03/21/2025

  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.

  My car was in storage due to it had broken down and I had been under warranty since 11/13/2023. I contacted Car Shield on or about February 10, 2025, they told me to take it to one of their shops they sent me a list, so I took it to **** ****** ****** in ******, **. Car Shield sent information to ****** and they said it was the transmission needed to be replaced. Carshield told them to fix it and they gave me paperwork that all I needed to pay was the $250 deductible when it's ready. ****** put new transmission in and it's ready to be picked up but Car Shield do not want to pay for it now. I have been calling Car Sheld every day for the past weeks, and they keep giving me the runaround. I would like to get my car or my refund for the money I paid over a year to Car Shield which was $189.99 each month since 11/13/2023. They are asking me for receipts for maintenance and I told them I change my oil and filters, and I never kept receipts the car is a 2005 ****** Murano. My car is under warranty with them and they still auto drafting the payment from my account. I need help getting a resolution either getting my car since it is repaired or all my money back from Car Shield just in a limbo now. The car has been fixed for over two weeks now and Car Shield is giving me the runaround. Thank you.

  

  Business Response

  Date: 03/24/2025

  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. Your claim is currently holding due to no records being provided. Your claim was called in 4 days past the waiting period and there has been no tow record submitted to show how and when vehicle arrived at the repair facility.  The inception mileage cannot be proven to be correct and there have been no service records submitted for the prior 12 months to verify the current mileage and if your vehicle did indeed meet the waiting period requirement.  The claim was started 1/3/2024 and went inactive 2/16/2024 due you being incarcerated and unavailable to provide needed documentation for claim. 

  On 12/20/2024 claim was restarted your repair facility. Neither CarShield or ******************** gave authorization for any repairs on your vehicle. On 2/18/2025 RF checked coverage on cat converter which is not listed for coverage under your contract terms.  The inspection report from 2/27/2025 showed multiple long term pre-existing concerns for oil leaks, broken belt, failed cv axle boots and tie rods and rust on rotors cobwebs all consistent with vehicle sitting for a long duration. After battery replacement,  the transmission was verified as failed with associated DTC which were stored as past codes.  You have been asked several times for service records to prove mileage and maintenance but *** has received nothing. Your claim will remain inactive until verifiable service records are sent in to prove mileage verify waiting period requirement was met and vehicle eligible and maintenance performed.

  As a resolution, 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.

  Customer Relations

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I would like to be fully refunded for the 18 months in the amount of $3039.84.   
   
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/20/2025

  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.

  Car shield told me that my deductible would be $50 each time. Ive had three repairs has been way over the ***** My latest one was$647. The next after that was $235 and the first time I had something done it was 100 and some odd dollars Ive never paid the $50 that I was promised it was just my deductible. No one in ********** would take car shield so I had no other choice but to take it to the dealership who did accept us car car car, shield representative accused the dealership of up in there prices I was on the phone still at the time this whole deal was goingdown and nobody fought for me as a customer ******************** only wants to pay the bare minimum of what is posed to be fair this is not fair when they repeatedly always say your deductible is only gonna be $50. This is so wrong and not right I want money back. I pay them 80 some odd dollars a month and I get this of a steal a large bill of repairs. This is fraud. The *************** about fraud and abuse. This is sanctioned to be one I always keep asking for a supervisor and no one reaches out to contact me. This is ridiculous. I think Im also exercise my rice and report this to the Ohio Attorney General, or the in general in general. I cant say the customer ********************** was not good. Customer ********************** tried a best but when it escalated up to another supervisor, they have a bad attitude, especiallyAriel. My car has been out of commission for four days and I had nowhere in a car as promised because the dealership could not get in with car shield. They refuse to call the dealership and the dealership refuse to call car shield so once again I was placed in the middle of havingto take off work to straighten out this matter for four long days. Basically, I did their jobs for them and need to be in reverse for as well.

  

  Business Response

  Date: 03/24/2025

  We have been notified that your administrator, ********************, will have a legal claims adjustor reach out to you shortly in efforts to address your concerns. 

  Respectfully,

  Customer Relations 

  

  Business Response

  Date: 03/24/2025

  We have been notified that your administrator, ********************, will have a legal claims adjustor reach out to you shortly in efforts to address your concerns. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/20/2025

  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.

  In January, I purchased a repair policy with Car Shield Insurance/AutoShield for my vehicle, which is $129.99 per month. On 3/13, I submitted a claim, explaining what the repair shop told me what was wrong with my vehicle. Claims agent stated an adjuster will be coming to the shop to inspect vehicle. Adjuster by the name of *******/******* called shop and cancelled the inspection. I **************** to speak to someone and began to have a yelling match with their unprofessional **** on the phone. I was then told someone will contact, however no one did. With urgency, I had to pick up my vehicle for work, after day 3 at the repair shop, therefore I had to pay out of my pocket for repairs, which was over $2000 in repairs. I am beyond furious about this, especially because I THOUGHT I had insurance coverage. **************** again, agent stated someone was coming out again, I responded I had to pick up my vehicle for work. Adjuster left message stating they denied claim because the vehicle was repaired. At this point, I feel taken advantage of and will be reporting this so-called insurance company. I am convinced they have no intentions on covering any claims.

  

  Business Response

  Date: 03/24/2025

  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.

  American Auto Shield requested service records to rule out any possible pre existing concerns due to early time in coverage, by the time the service records were sent in, you informed *** that they had already authorized repairs with the repair facility and repairs were already completed. We were unable to follow normal claims process and issue an inspection for the vehicle to verify repairs and due to this the claim was denied for no prior authorization per terms of the contract which clearly states at the bottom of each page "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION CALL ************ or ************"

  As a resolution, 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.

  Customer Relations
  

• Initial Complaint

  Date:03/19/2025

  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 was told my the Agent ***** they would pay for my rental for ******************************************************************************************************************************************** I was also told by another customer care representative on 3/11/2025 that they could not cancel the contract after it was sent. They never sent the updated reservation nor called be to let me know they was not paying for the rental. They are not a good company and I want my money back

  

  Business Response

  Date: 03/20/2025

  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, your Administrator will pay for or reimburse you for some expenses you may incur for transportation because your vehicle was unavailable because of a covered breakdown. Upon review of your file, it was discovered that your was denied after finding service records proving the mechanical failure was a pre existing condition prior to purchase of the **** A pre-existing condition is defined as a mechanical failure/issue that initially occurs prior to the inception of your coverage up to the waiting period. Pre-existing conditions are deemed excluded from coverage and would not be eligible for the claims process.
  
  
  Prior to the discovery of the service records, your claim was initially moving towards authorization and rental had been authorized for 3 days. The additional ten days of rental coverage was about to be authorized, but the claim ended up being denied for the pre-existing concern first. Your VSC rental coverage only applies for covered repairs, and the remaining rental usage past the initial three days would not have coverage.  
  
  
  CarShield has no contractual obligation to refund you past the 30-day, money back guarantee "viewing period" allotted in your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund  you in full with a voided claim authorization for contract(s)  MRF5104807 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 

• Initial Complaint

  Date:03/19/2025

  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.

  Contract #MRF5273503 Claim #******* Vehicle covered is a *** 750i AWD. Car was taken to *** who initially stated it was an injector needed replacement. Claim was opened with *** on 2/12/25. *** reported that there was no compression upon replacement. *** then provided the needed documentation to carshield and the result was a new engine was needed. Carshield initially approved the new engine and provided the cost breakdown.. Authorization was not given to *** due to labor cost. The vehicle was moved to *** Auto on 3/4/2025 with notification to CarShield. The adjuster provided his information to *** to send the new photos and documentation on 3/5 directly. We reached out to Carshield on 3/7 and they said they had not received any photos, so the adjuster did not follow protocol or forward the information on to Carshield. We were provided the records email address and provided the information and received confirmation on 3/8/2025 that Carshield received all required information, and we would be contacted within one business day. That did not happen. On 3/12/2025 we were notified that now an inspection was ordered. The inspection report stated that a new engine was need and did not reference any modifications made to the car. This was confirmed by the repair shop, *** on 3/17/25 as Jaylon is the tech that reviewed and signed the report. He also noted that the car was not lifted or the panels removed in order to visually see the catalytic converter. during the inspection. The car is not modified. A second inspection happened on 3/17/25. The same day we were notified that the claim was now denied due to catalytic converter and exhaust modifications based on the first inspection report. We were told to call back on 3/18/25 to get information on the second inspection report. We called back on 3/18/25 to learn that the contract had been cancelled and they were only sending around a thousand dollars due to modifications to the car based on the initial inspection.

  Customer Answer

  Date: 03/19/2025

  My son can not wait any further to get this car fixed. I have ordered the needed parts and I am getting the car fixed. Per a call this morning, ******************** is continuing to deny the the claim stating the car has been modified, even though the claim was approved prior to moving it to a new shop. Carshield is diverting to American Auto Shield. I would like to report this on file however but I am moving forward with personally getting the car fixed.

  

  Business Response

  Date: 03/20/2025

  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"). 
  
  
  Upon review of your file, it was discovered that your claim was initially authorized for a fuel injector concern. Following the diagnosis of the fuel injector failure, your repair facility had reported a new engine concern to your Administrator. Your vehicle was inspected and found to have modifications to the exhaust where mufflers/catalytic converters were removed, and a straight pipe was installed on the vehicle. As stated within  your contract, If your vehicle is modified in any way that increases the likelihood of a breakdown whether the vehicle was purchased with such modification or not, including but not limited to: modifications or removal of any of the following components or systems including but not limited to: Emissions, Catalytic Converter, Diesel Particulate Filter (DPF), Turbo/Supercharger (if factory equipped) including modifications to the Blow Off Valve, Pulleys, or Wastegate would exclude your vehicle from coverage. 
  
  
  
   The engine concern within your vehicle was correctly denied and VSC was subsequently processed for cancellation as modifications would make the vehicle ineligible for coverage. The initial concern for fuel injector would also have been denied but due to the concern being authorized prior to the modifications being found, the authorization will be allowed to stand with no further authorizations made and your VSC would have no further liability toward your vehicle or your repairs.
  
  
  Your contract is effectively cancelled. As your current authorization to the repair facility far exceeds what has been paid into your contract, no refund will be due. 

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and although not satisfied this can be marked as resolved.
   
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/19/2025

  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 decided to get my truck, a 2003 F250 Diesel covered by carsheild, along with another vehicle. During the first couple of months, to my recall, I ended up having issues with the radiator and needing it replace. Carshield was helpful until the shop told them that the water pump is also on it's last leg and will need to be replaced soon. As this is a Diesel Truck, it is hard (takes time...Money) to get to things, and thus the shop recommended that while they had things apart, to replace the water pump at the same time. The claims people, called mechanics, stated that the photo's, video, and description from the mechanics working on the vehicle was not enough to prove that there was an issue. Even though the shop mechanics are sitting there looking at the water pump. Their Statement "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 determined the claim was adjudicated correctly. Your vehicle service contract does not have coverage for suggested repairs or failures that can not be verified. Your repair facility called in concerns for the radiator and water pump and the failures could not be verified. The photos sent in did not show a leak and a video shows play in the pulley but did not verify a failure at that time. Your repair facility was advised to send in clear photos and evidence of the failure for the claim to proceed."They admit to play int he pully on the water pump, any high school shop class would tell you that is the first sign. Now I am left with a 850 plus bill to have the water pump replace, luckily I was able to limp it to the shop. This could have been avoided if the company would have taken preventative action. It is obvious the company only care about the dollar and not the customers.

  

  Business Response

  Date: 03/19/2025

  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 determined the claim was adjudicated correctly. Your vehicle service contract does not have coverage for suggested repairs or failures that can not be verified. Your repair facility called in concerns for the radiator and water pump and the failures could not be verified. The photos sent in did not show a leak and a video shows play in the pulley but did not verify a failure at that time. Your repair facility was advised to send in clear photos and evidence of the failure for the claim to proceed. Instead, you chose to pick up the vehicle and drive the vehicle home on 9/30/2024. Your contract was cancelled for non payment on 11/6/24. Since the contract has not been active since 11/6/24 the water pump failure would not be covered and would be considered a pre-existing condition. 
  
  Your contract has already been refunded in full and we consider this matter closed. 

  Customer Relations