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:08/27/2025

  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 am complaining because they keep denying my claim to get my car fixed. They are very rude. The mechanic that has my car put in a claim, the man that called me from Carshield was very rude, I asked for a supervisor and I have not heard from them. I would like to get my car repaired.

  

  Business Response

  Date: 08/29/2025

  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  Your claim was reviewed further 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. 
  
  Our records reflect that you called in on August 7, 2025 in attempt of starting a claim since the vehicle would not start. The repair facility advised you that your engine locked up on 8/4/25.  This VSC was purchased on July 25, 2025, making the failure occur during the waiting period and the repairs ineligible for coverage.
  
  As we understand your frustration,we are willing to fully refund your payments upon execution of a settlement release agreement.  If you wish to accept this offer, you must email us at *********************************************************,and we will then prepare the agreement for your electronic signature.
  
  Customer Relations
  

  Customer Answer

  Date: 09/03/2025

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

  Customer Answer

  Date: 09/08/2025

  I contacted the business on 9/2 per their request but have no heard back.

  

  Business Response

  Date: 09/08/2025

   

  The Agreement will be sent to you today for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:08/26/2025

  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.

  Asked to be removed from the company's contact list (via phone), but they refused to do so.

  

  Business Response

  Date: 08/28/2025

  We have confirmed that you have been removed from our phone and mailing lists. Please allow up to 10 business days from your request date for processing. We have also blocked your phone number from our system to ensure no outbound calls can reach you. - Customer Relations

• Initial Complaint

  Date:08/26/2025

  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 subscribed to CarShield in April 2024 and havent needed their services until a month ago. When I visited two (2) CarShield enrolled mechanic shops, I was informed by both of them that they do not like doing business with CarShield as they do not cooperate with the mechanics and what services are needed with vehicles. All is all, I was told they are very difficult for the mechanics to work with. I then called CarShield, less than a week ago and informed them of my experience and situation. The representative was polite and scheduled me a time with another shop. Well, I visited the shop and the owner repeated the very same things the other shops stated, CarShield is difficult to work with and that they no longer want to deal with them and their negative experience. So I called CarShield, informed them of the experience at the mechanic. The representative was not understanding and quite frankly rude. I then cancelled my service immediately with CarShield. I would like to reclaim the money Ive spent with them since April 2024 for services not rendered when needed.

  

  Business Response

  Date: 08/27/2025

  Thank you bringing this matter to our attention. We have looked into your account and found that your contract has been cancelled and 4 monthly payments have been charged back to your card through your financial institution. No further refund is due. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:08/26/2025

  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.

  Purchased the CarShield Platinum Coverage on 09/2022. When the time came that I needed to utilize the warranty on 02/2024, CarShield did not cover the full towing expense. In addition, they refused to replace all the ignition coils in my car and insisted to only replace two. Instead of truly fixing the cause of the cylinder misfire, they decided to minimize the overall repair. Fast forward to this year, my car had another check engine light because the issue from last year persisted. The **** dealer recommended me to replace all the spark plugs that I've already replaced from the last visit and all the ignition coils but was advised that CarShield wouldn't cover the expenses. I reached out to customer service to cancel my coverage and requested refunded for unrendered services but was declined. Not happy with this company nor the services. Please issue me a refund, at the very least, for the last twelve months premium as you failed to provide to cover the car repair expenses as agreed.

  

  Business Response

  Date: 08/28/2025

  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. The decision for claim 2391858 on 2/26/2024 is correct and contract liability was been met for failed ignition coil concerns. Additional coils  THAT DID NOT FAIL but were a  SUGGETSED repair and spark plugs that are not listed for coverage under your contract terms. 

  The concern reported on 3/5/2024 for a carbon cleaning would not be covered as this is a preventative maintenance service not covered by the contract. Spark plugs are not listed for coverage under your contract terms and again ignition coils as a matter of  DIAGNOSTICS and REPAIRS have no coverage under the contract without a verified failure that was not presented at this time. Your contract would have no liability for these concerns and liability was met for claim and payment issued to the repair facility. 

  As a resolution, CarShield will refund your last 18 payments upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 09/05/2025

  Complaint: 23799453
  
  I have reviewed the business' response and am rejecting it because:

  I have sent an email to ******************************* on 08/29/2025 and followed up on 09/03/2025 to accept the proposed resolution but I have not received a respond as of 09/05/2025.

  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/09/2025

   

  CarShield has not received the confirmation email. We will draft the Agreement and email it to you via DocuSign for your electronic signature.  You will receive the Agreement today (Sept 9, 2025)

  Customer Relations

• Initial Complaint

  Date:08/26/2025

  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.

  This company has scam me out of extended warranty now Im trying to file a claim and they refusing and every excuse on the book not to file one. I have paid them $169 ($845) for the last five months and now Im ready to file a claim, and they refuse to. My truck has been at the *** service for over 7 days. Since 8/18/25 today I spoke with a representative saying I will not be able to file claim due to miles discrepancy when I originally got the coverage the miles where incorrect and its stated there in the notes.

  

  Business Response

  Date: 08/28/2025

  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 claim was called in and denied in pre-claim due the vehicle not having met the mileage requirements of the wait period. Your repair facility reported mileage as being ******* miles. The waiting period for this contract specifies 25 days and 500 miles OR 40 days and 250 miles.  Your vehicle shows to have only gone 200 miles since inception.

  The contract notes show you provided a record from 2024 that was not able to used for mileage verification. Th notes also show the sales call was reviewed by  CarShield and you provided mileage of ******* twice after looking at odometer. The adjudication for your claim will not change. 

  Your contract has been cancelled and you have been refund in full due to disputes you filed with your financial institution. 

  CarShield considers this matter closed. 

  Customer Relations

• Initial Complaint

  Date:08/24/2025

  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.

  I had Car Shield Platinum for 1 year. It was insuring a 2010 ******** SRX that started failing after ***** miles. Engine issues mostly service stabilitrac. Certified mechanic company said *** failure. Car shield denied claim. Platinum was supposed to cover everything. I immediately cancelled carshield then after paying close to $750. I subsequently junk the car. That was in 2021. Then they kept calling me asking me to insure my present vehicle. I requested to be put on do not call list. The calls stopped. Now they have been spamming my email every freaking day. Email is provide. PLEASE ASK THEM TO STOP. Thankyou.

  

  Business Response

  Date: 08/25/2025

   

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

  Please allow 10 days for the request to take effect. 

  Customer Relations

• Initial Complaint

  Date:08/23/2025

  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 I purchased a ****** for my mother largely inspired by its advertising campaigns, as were currently developing a spin-off for ************ In an effort to support the **** I subscribed for an auto policy. My initial agreement included monthly auto payments, but I formally canceled this in writing within the 30-day period.Upon reviewing my statements, I discovered that the charges continued regardless of the cancel. I only became aware when I had to obtain a new card, Additionally, I decided to discontinue coverage after learning that the policy provided minimal benefits. More concerning was the fact that only authorized ****** facilities wouldnt accept CarShield. I encountered significant offense from the dealership after asking about Carshield, as they mentioned having a vehicle in their garage for two months waiting on approval from CarShield.During this time, I required towing services, which resulted in an out-of-pocket expense of $90 for a three-mile tow. Moreover, I noticed being overcharged by a lot and still with a $1,000 deductible. I followed up via email but had yet to receive reply.I attempted to resolve these matters over the phone, but unfortunately, the representative I spoke with was unprofessional and dismissive. And you go around in circles. I always go to the top exec.

  

  Business Response

  Date: 08/27/2025

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.

  CarShield has no record of you trying to cancel your contract. On 6/24/2025, you called CarShield to state there was some type of vehicle damage non specified flat tire and lights flashing due to a road hazard and hitting a deer with the vehicle.  You were advised this would be an insurance claim and that outside influenced caused concerns would not be coverable under the contract. There would be no liability for an outside influence and would be your responsibility. You obviously still thought you had coverage at that time. 

  CarShield will cancel your contract and refund your last payment as a courtesy. 

  Customer Relations

• Initial Complaint

  Date:08/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I DO NOT WANT CARSHIELDS BUSINESS! I constantly receive phone calls and letters in the mail! Even my email!I WANT THIS TO STOP NOW!I sent an attachment of one of their letters, I checked my mail on 21 August 2025, and their letter was in my mail. I told them to stop in the past and they never did!

  

  Business Response

  Date: 08/22/2025

  Thank you for bringing this matter to our attention. The personal contact details you have provided have been removed from our call and mailing lists. Please allow 48 hours for processing. - Customer Relations

• Initial Complaint

  Date:08/22/2025

  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.

  Took my vehicle in on August 11, 2025 to repair shop. Where they called Car Shield and was told an adjuster would sent out. Keep in mind I needed a car to go to work. On August 12, 2025 I rented a car. The adjuster did not show up at repair facility until August *******. Having to allow adjuster time to process paperwork and Car Shield to review adjuster information it was August *******. By this date I reached the maximum days a (7) for Car Shield policy. Still I need a car to get to work. To date (8/22/2025) repair facility and Car Shield are playing my version of telephone tag.Under the policy they would not approve additional car rental days.4 days wasted waiting on adjuster 1. day processing time for adjuster to submit paper work (Monday).1 day for Car Shield to review paperwork (Tuesday)Now standing at 4 days of telephone tag.When I spoke with repair facility (Thursday) they estimated my car would be repaired by Tuesday or Wednesday next week (August 26 or 27th 2025). Assuming repair facility and Car Shield hook up today (8/22/2025). I still need a car to get to work.All Im asking is for Car Shield to allow reimbursement for another 7 days assuming my car is ready as planned. Right now Im out $350 for a car rental. Ive been a Car Shield customer for about 3 years now. This is the 2nd claim.

  

  Business Response

  Date: 08/25/2025

  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 claim was started for transmission pan, differential cover seal, pinion seal, and axle seal leaks was on 8/11/25 and an inspection was requested that same day. The inspection was submitted for review to *** on Friday, 8/15/25 at 8:22PM. The inspection was reviewed on the next Monday, 8/18/25.  You were contacted on 8/19/25 regarding out of pocket costs but did not respond until the following day.

  Your repair facility was initially contacted on 8/20/25 for authorization information but they didn't response until the following day. An authorization for the claim was made to your repair facility in the amount of $669.85 and will be paid to once ******************** receives a signed, final invoice from your repair facility. Our notes indicate you have already been reimbursed for the rental charges for 8/12 and returned it on 8/19. The terms and conditions of the contract only allow for seven days of rental for this type of repair. No changes will be made to the claim.

  However, a s courtesy and in consideration of the time you have been a CarShield customer, we will reimburse your out of pocket rental costs.  You will receive the reimbursement by check in the next 7-10 days. 

  Thank you for being a CarShield customer. 

  Customer Relations

   

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested for Carshield to cancel my policy via email. I noted in the letter that I do not have the card that was on file with Carshield and to request for an alternative method to refund me. Later, I contacted CarShield and they told me that they sent the refund to the card on file, which I had previously stated for them to not do. At first, they informed me that I would have to talk with the former issuer of the card, so it is out of their hands. At another instance, they forwarded me to several people in the department to try and resolve it, but still no resolution. I find this to be unacceptable as I had stated for them to not use the card they had on file to refund me, and they still had done so. Policy Cancellation #: ABF-*******

  

  Business Response

  Date: 08/21/2025

  Mr. ********, 

  We do apologize for the confusion on the refund method that was used. 

  The legal department reviewed this matter with the accounting department and unfortunately we can not retract the payment that you was sent to the card on file. We have attached a screen shot of the Transaction ID and Authorization Code that you can reference in your call to your financial institution. 

  Again, we do apologize for the aggravation and confusion but since we cant retract the payment, we can't issue another refund. 

  Customer Relations