Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2025

  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.

  In March of 2025 I called Car Shield and asked about their policies. They told me that if my car breaks down, I can take it to any licensed repair shop to get it fixed. My car broke down and needed repairs in September of 2025. I took it to my Chrysler dealership for repairs. The dealership would not take Car Shield to cover the repairs because they said that Car Shield did not cover all of their bills and so the dealership would not accept it. I called Car Shield to cancel my plan and expected to get my money back. They refused to give me all my money back and would only give back half - but they assured me that I would be able to take my car anywhere and that was not the case. I paid a total of $689.01 over 7 months. I made all my payments on time and in good faith and when I needed the company to do what they said the would - which was cover repairs at ANY repair shop, I was denied coverage. They consented to give me back half the money ($343.54) I had paid over the last 7 months, but they lied to me and the service they were supposed to provide, a service I paid for, was denied. I should get back the money I paid in full for a service they DID NOT provide.

  

  Business Response

  Date: 10/20/2025

   

  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. 

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  There is nothing that CarShield or AAS can do to force any repair facility to work with you. 

  As a courtesy, we will refund any remaining payment. You will receive the refund in 7-10 days. 

  Customer Relations

• Initial Complaint

  Date:10/16/2025

  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.

  They're supposed to be certified mechanic and guarantee their services and honor their work. So, I shouldn't be driving around in a hot truck. Honor my contract of a two-year warranty. I also think just because I am a female they can tell me anything. Trying to price gouge me out of more money. At the time I had a contract with Carshield. It covers majority of the bill that was covered by them. I will be having a complaint with CarShield as well. 

  

  Business Response

  Date: 10/20/2025

  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 for covered concerns related to a/c and multifunction switch on 7/9/2024 and claim was paid to your repair facility on 7/16/2024.  The final invoice is dated 7/16/2024 with stated repairs completed on 7/20/2024.

  Since the  repair facility's parts and labor were used to complete the repair, there would be no contract liability for the repair and would have been an expressed warranty period of 12 months/12,000 miles through your repair facility. A reprint of the original invoice is dated 8/5/2025 and complaint is dated 8/8/2025, this would be past the 12/12 expressed warranty of the contract and thus there would be no repair liability for the contract as it went into void status on 11/16/2024. Any dispute over warranty repairs would be between you and your repair facility. 

  Please direct any additional requests for claim information to 800-884-2143. 

  Customer Relations

• Initial Complaint

  Date:10/16/2025

  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've been a long standing customer with ********************** for 5 years, bought a 2020 **** explorer for which I've had for 6 months, I purchased another extended warranty through car shield in which I have passed the 25 day ***** but am shy 75 miles of the 500 mile ***** my vehicle was acting up, and took it to the mechanic 2 days ago (10/14/25), in which I was informed it was the transmission, Car shield is claiming it's a preexisting condition, which it's not as never had any issue during the 6 months of driving, so they won't cover it, and in speaking with ****** was told that if I continue to drive it in it's condition to get the additional 75 miles to get within the coverage, they will definitely not cover it, I am left with no recourse and have spent a lot of money on policies with Car Shield over the years. While I understand their policy, I feel at this point they just don't want to cover the repair. I have asked for a Supervisor, to which after 15/20 minutes on the phone ***** reluctantly put in a request, but I fear that one really wasn't put it, and I paid for an extended warranty, was not expecting this issue with my vehicle, and took it in immediately upon noticing an issue and if I continued to drive it would have caused further damage which ***** thru car shield admitted they would not have covered. So I am at a cross roads with Car Shield over 75 miles of coverage, and they are not taking into consideration my tenor and the amounts of money spent with the company.

  

  Business Response

  Date: 10/21/2025

  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 repair facility called in to start claim on 10/13/25 reporting that the vehicle has gone 372 miles since contract inception. Waiting period for your contract is 25 days AND 500 miles, or 40 days and 250 miles. The required waiting period has not been met before failure occurred therefore your claim was denied for failure occurring during the waiting period.

  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. Please be sure to add your contract number for faster processing. 

  Customer Relatons

   

   

• Initial Complaint

  Date:10/15/2025

  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 put in a claim for damage to my car within my policy and Ive heard nothing, no confirmation email, no phone calls, nothing on my app. This company feels like a scam from the beginning it was odd, their pricing structure and agents are not helpful. I want everything i put into this sham back.

  

  Business Response

  Date: 10/16/2025

  Thank you for bringing this matter to our attention. According to our records, no claim was ever started with us under your policy. We have no documentation showing that yourself or repair facility called about your vehicle. As stated in bold lettering on nearly every page of your contract NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION.

  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of 8 monthly payments for contract(s) MRF5265913 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations

• Initial Complaint

  Date:10/15/2025

  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.

  This company sends a lot of spam to my email address and I cannot unsubscribe, I never signed up for any services related to this company. It seems like a fraudulent company and hope the BBB can do something about their connection to them taking peoples information and possible scams.

  

  Business Response

  Date: 10/16/2025

  We have added your email address to our do not contact list. Please allow 10 days for the data system to reset. - Customer Relations

  Customer Answer

  Date: 10/16/2025

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

• Initial Complaint

  Date:10/15/2025

  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.

  Re Claim# ******* I have been getting the runaround from them about my truck repaired. In June my truck broke down and I talked to them on July 9, July 19, July 21, July 28, Aug 4, Aug 25, Aug 26, Sept 24, Sept 25, Sept 26, Sept 27 and Oct. 4 about this and only got the runaround. Everybody has a different answers and they are not all on the same page. I asked if they could at least call me back and give me an answer. They said they could only talk to my mechanic and not to me. I need my truck. If they say they can fix something or have it fixed, why can&#**;t they do something. This is messing with my household. I want my truck repaired or a refund. I need my truck.

  

  Business Response

  Date: 10/16/2025

  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 the only estimate sent in is a parts list from an ******** store with a generic handwritten estimate with no business or vehicle information shown. **** cause of failure reported by the repair facility was a knocking noise that is reported o be a lifter concern. The video sent in only shows a loose rocker arm/pushrod and there is no noise verified. The photos submitted show no vin plate photo to identify the vehicle, only a mileage photo and photos of the outside of the vehicle.

  Based on photos of the outside of the facility and ****** search it is unclear if this is a licensed facility as this is the only claim this repair has. Your claim was called in on 7/21/2025 and is still pending a complete estimate and diagnosis as there have been significant delays caused by the repair facility not providing this information. On 9/11/2025, you advised AAS the current repair facility would not be working on the vehicle and you were given a list of repair facilities to contact to move the vehicle to. The last note on 10/4/2025  states your vehicle had not been moved and there were no updates to provide.  You need to move the vehicle to a licensed facility who will accept the contract and can provide the estimate and complete diagnosis needed in order to make a decision.

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

  Customer Relations

• Initial Complaint

  Date:10/15/2025

  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 pay a monthly premium for and extended warranty on my car. Recently my transmission went out. My Inner cooler went out first and they didn't do anything with that claim. I was hospitalized, and when I got out I ran into the transmission problem. I pay the premium the send me, and I don't understand why they want to short me, my mechanic or his shop. They were going to send an adjuster, they never did. I live 20 miles from work, I have had to *** rides, walk and pay for ******* I also use my car to take my mother to and from dialysis 3 days a week. I don't argue with them about the premiums, or the deductible's, but they sure don't want to pay this bill, and there is NO ONE THAT I CAN TALK TO THAT CAN MAKE A DECISION TO WORK WITH ME OR THE SHOP.

  

  Business Response

  Date: 10/16/2025

  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 for  a transmission concern at the most effective part pricing and verified labor per terms of the contract.  The Intercooler concern that was reported by the repair facility after the transmission claim was started does not have a verified failure shown via diagnosis or documented via photo or video and thus could not be considered for coverage at this time. 

  Your repair facility refused to accept parts or to negotiate pricing. You were advised to move the vehicle to another repair facility that accepted parts to minimize out of pocket costs, so any amounts over the authorized amount on the claim would be your responsibility. The current authorized amount of $6,673.17 can be paid to your directly as a one time payment and a voided authorization to the repair facility. This would require your signature on a Settlement Agreement.  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:10/15/2025

  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.

  Business Name: CarShield Contract Number: MRF3867202 Date of Incident: August 2025 Complaint Summary:I purchased an extended vehicle service contract from CarShield to protect against major repair expenses. In August 2025 my vehicle experienced an engine issue. I took my car to ****** Automotive LLC right after the incident, and the mechanic diagnosed the issue as engine failure. The repair estimate is $11,000.Originially, Carshield wouldn't even pay to open the engine!CarShield was contacted by the repair facility to authorize the repair, but they offered to cover only part of the cost. Their reason for denial was not covered component, which I believe is unjustified because the part is listed under covered components, the vehicle was properly maintained, or no prior issues were reported.Our coverage includes engine repair, as we are signed up for the Diamond plan and have been very loyal customers.I have maintained my vehicle according to manufacturer recommendations and have submitted all required documentation. Despite this, CarShield has refused to honor their contract and cover the cost of the repair. This has caused significant inconvenience and financial hardship, as my vehicle remains unrepaired.Desired Resolution:I am requesting that CarShield honor the terms of my warranty and pay the full amount of the covered repair $11,000 to the repair facility or reimburse me for the repair cost. Alternatively, if CarShield continues to refuse coverage, along with this complaint, the ***************************************** will also be contacted.This has caused an immense amount of pain and suffering and we would appreciate if this is resolved as soon as possible.

  

  Business Response

  Date: 10/20/2025

  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 your claim started with your repair facility reporting the vehicle would overheat after about 20 minutes of running. The images provided show a severe lack of maintenance to the cooling system and make it clear that the cooling passages in the engine block are severely clogged. 

  Although your vehicle does have a maintenance history with many oil changes, it does not show any entries indicating a coolant flush was ever performed. There are some prior repairs to cooling system components in the claim history but it's obvious the system was never fully flushed. Unless a complete flush of the system is done, old/degraded/contaminated coolant remains inside the engine. Deposits like the ones that have almost totally clogged this engine are formed, and the vehicle will eventually overheat, blow head gaskets, create lubrication issues, and can possibly damage other components, just as we see here. Nothing was presented showing that any coolant flush was done here as recommended by the manufacturer that says this is a maintenance operation due at 10 years or ******* miles, whichever comes first.

  ******************** authorized $2445.35 towards the repairs of your vehicle. As an alternative, CarShield will void that authorization and issue you a one time payment in the amount of $2445.35 with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations
  
  

   

   

  Customer Answer

  Date: 10/21/2025

  Complaint: 24020172
  
  I have reviewed the business' response and am rejecting it because:
  

  I have maintained my vehicle regularly and can provide documentation of oil changes and maintenance. Furthermore, the repair facility did not determine that the failure was caused by lack of maintenance. CarShield is denying coverage without sufficient evidence that maintenance was the cause of the issue, which constitutes bad-faith handling of the claim.

   

  The specialist's response does not document any proof that the car was running while overheated. It is total false claim.

  ALL oil changes and maintenance are documented and have been submitted to Carshield.

  
  
  Sincerely,
  
  ***** & **** *******

  Customer Answer

  Date: 10/21/2025

  I am attaching information when regular maintenance was done. The coolant was flushed when the ** was repaired 3 months ago, I will send proof of that from the repair shop tomorrow 10/21/25, as I will be picking the paperwork up.

  As stated before, we would like the repairs done and covered. There is no other excuses that they can come up with in regards to why they are not covering. This car was maintained and coolant was flushed as manufacturer specifications require.

  Customer Answer

  Date: 10/22/2025

  I am attaching documents of the coolant flush that was done at the repair shop. Carshield is adding this in as a factor as to why they are not paying for repairs.

  ALL maintenance AND coolant flush was done on this vehicle.

   

  Thank you.

  

  Business Response

  Date: 10/22/2025

   

  As stated in our previous response "Although your vehicle does have a maintenance history with many oil changes, it does not show any entries indicating a coolant flush was ever performed. There are some prior repairs to cooling system components in the claim history but it's obvious the system was never fully flushed. Unless a complete flush of the system is done, old/degraded/contaminated coolant remains inside the engine. Deposits like the ones that have almost totally clogged this engine are formed, and the vehicle will eventually overheat, blow head gaskets, create lubrication issues, and can possibly damage other components, just as we see here. Nothing was presented showing that any coolant flush was done here as recommended by the manufacturer that says this is a maintenance operation due at 10 years or ******* miles, whichever comes first"

  CarShield and ******************** stand the by adjudication of the your claim. If you wish to file a dispute, please see your contract for the proper procedure.  If you wish to accept the one time payment to you with a voided authorization and signed Settlement Agreement, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 10/22/2025

  Complaint: 24020172
  
  I have reviewed the business' response and am rejecting it because:

   

  I have attached the document as stated with the coolant flush.

   

  If youve ever had:
  a drain and refill,
  a radiator service,
  or even coolant top-ups,
  those receipts show the system was maintained. Even if it wasnt a full flush, regular fluid maintenance helps disprove total neglect.

  Furthermore, there is no technical documentation or diagnosis provided that proves the component failed due to improper maintenance. The problem (e.g., thermostat housing leak or related cooling system issue) is consistent with a part failure, not with neglect.

  The automotive shop can confirm this.

  
  Sincerely,
  
  ***** & **** *******

  Customer Answer

  Date: 10/22/2025

   Supporting Source (from the 2018 Chrysler 300 Owners Manual)
  Replace engine coolant (OAT coolant) at 10 years or ******* miles (******* km) whichever comes first. Thereafter, every 5 years or ******* miles (******* km).

  According to ********* official maintenance schedule for my 2018 Chrysler 300 Limited, coolant replacement is not required until 10 years or ******* miles. Therefore, the claim that a lack of coolant flush caused the issue is unsupported by manufacturer maintenance requirements.

  According to the 2018 Chrysler 300 Owners Manual, coolant should be checked annually, and only drained and flushed if found to be dirty. ********* full maintenance schedule lists the coolant replacement interval as 10 years or ******* miles.

   While my vehicle is slightly past the *******-mile coolant replacement interval, Chryslers maintenance schedule does not indicate that a missed coolant change directly causes component failure. Furthermore, the denied repair (thermostat housing / cooling system component) is consistent with normal part failure due to wear, not due to lack of maintenance. No evidence was provided that coolant condition caused the issue

  Customer Answer

  Date: 11/04/2025

  Would Carshield be willing to reimburse all of my payments, as well as the amount toward the repair? This could possibly be resolved if that was the case.

• Initial Complaint

  Date:10/15/2025

  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 have paid Car Shield $279 a month for 4 months. I purchased the Diamond plan (their best). My car has been in the shop for months due to the fact Car Shield suggested I move the car to another location. After doing so, the outline of coverage clearly states ALL electrical will be covered. In addition to any problems that my car had. Car Shield denied all claims, I am now struck with a $500 diagnostic bill.

  

  Business Response

  Date: 10/21/2025

  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 deductible exceeds the amount authorized for repairs and is therefore your responsibility. 

  As a resolution, CarShield will refund your last 4 payments with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature. Please be sure to note your contract number for faster processing. 

  Customer Relations

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a problem car-(20170) and moto moods and then the A/C unit needed to be fix. I took it to the dealership on 10-13-25-(******************************) -Telephone#************.. Car shield is refusing the pay the amount due to the mechanic shop to fix and cover repair by according to their warranty. I would like a full refund for my policy and the amount of $841.71 for the coolant for the repairs

  

  Business Response

  Date: 10/16/2025

  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 authorization of $386.84 for the engine mounts was correct.  Your out of pockets costs are for the engine mounts and extra labor of .8 hours that was charged by your repair facility and beyond the verifiable labor time. The contract is very clear that coolant hoses, pipes, heater hoses and transmission warmer tubes are not listed for coverage under your contract terms. 

  
  CarShield has no contractual obligation to refund any payments after the first ****************************************************************** an effort to resolve this matter, CarShield will issue a one time payment in the amount of $1200.00 with a signed Settlement Agreement.  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 10/17/2025

  I like to say I am very disappointed with Car Shield for not being clear about coverage when the Agent called and offered the policy they told me  Mrs ******* you don't have to worry

  You will be covered and we have rental car as well if you ever need it while you leave your car at the shop while being repair you Dont have to worry everything will be smooth during the process but when I need a rental car for my car repair they did not help me they denied service I call claim service a representative name ***** very rude at the end of the call I did have to tell her she Did not have to be rude is my right to ask questions why the repair of my cooling leak is not cover that is why a pay monthly to carshield  I Dont know much about cars  My job as a mom is to take my car to get fix and have a safe car for my kiddos my car is been sense Monday 13 at the shop for repair I just received and Email from the parts ******* just received the part for the motor mount that will be cover but carshield want it to charge me $400 but I spoke with ******* and they will give me a discount sense carshield is giving such a hard time to cover for my vehicle roughly I will pay around $238 for motor mount parts that include $100 deducted for carshield  but since they Dont want to cover the cooling leak I have to pay out of pocket $1,471 for the cooling leak fix I send y'all a picture that is very important to fix that is what the keep the engine cool imagine if I Dont fix it my car will heat up leaving me everywere

  I did have to rental a car on Wednesday 15 2025 $600 total that include 300 refund fee they told me send my reservation copy for carahield to refund and I will but to be honest is hard to trust them if I am having such stressful experience with them and because I did not had the money to rental on Monday or Tuesday I could not take my son to school rehearsal for honor students or I could not take my other son to his counselor session at ***** because I was out of a car a lot of inconveniences definitely not good experience with carhield unfortunately 

  As a mother of 3 I need something what covered extended something they are support for rental not something they tell you oh you have pay out pocket and later down the road we pay later my main concern here as customers we like to feel safe when paying for a warranty policy having carahield make feel stress and not safe I have never hear about carshield use aftermarket parts that sounds weird what tell me if those parts for my vehicle are safe and new!!???? I need to feel safe I am Driving my kiddos in my car is very important!

  Why Carshield Dont see that!!!

  ******* told me they don't do that they don't use those parts like that. ******* is are professional they are responsible for their repair 100% they are not going to install a part where they don't feel safe about it. 

  Please carshield be more specific and what y'all guys covered at the moment y'all sell y'all warrantys because in moments like this when I need it is not much help especially when rental car need is hard not to have a car in not knowing when repair is going to be done pay here paying there that Dont help having a warranty having this experience make me feel I should just have a bank account just for safe 100 dollars per month and save it there for repair I wish I can said I had good experience but this supposed to be a week off from my job and have great time but unfortunately it was stressful and leaving me with debt because I have do the cooling leak repair in that is a lot a money for me right now 

  I want to be the voice of many other people who have not spoke about or stay in silence if y'all sell a warranty be transparent from the beginning explain more and more over the phone so problems like this won't happens or if y'all carshield stop doing a service please let customers know

  y'all record y'all calls please y'all can hear when the lady representative said oh we stop doing reservations days ago what about me none one told me and I pay to have covered 

  My honest opinion 

  Thank you 

  Sincerely, ***** Fuentes 

  Customer Answer

  Date: 10/17/2025

  I like to say I am very disappointed with Car Shield for not being clear about coverage when the Agent called and offered the policy they told me  Mrs ******* you don't have to worry

  You will be covered and we have rental car as well if you ever need it while you leave your car at the shop while being repair you Dont have to worry everything will be smooth during the process but when I need a rental car for my car repair they did not help me they denied service I call claim service a representative name ***** very rude at the end of the call I did have to tell her she Did not have to be rude is my right to ask questions why the repair of my cooling leak is not cover that is why a pay monthly to carshield  I Dont know much about cars  My job as a mom is to take my car to get fix and have a safe car for my kiddos my car is been sense Monday 13 at the shop for repair I just received and Email from the parts ******* just received the part for the motor mount that will be cover but carshield want it to charge me $400 but I spoke with ******* and they will give me a discount sense carshield is giving such a hard time to cover for my vehicle roughly I will pay around $238 for motor mount parts that include $100 deducted for carshield  but since they Dont want to cover the cooling leak I have to pay out of pocket $1,471 for the cooling leak fix I send y'all a picture that is very important to fix that is what the keep the engine cool imagine if I Dont fix it my car will heat up leaving me everywere

  I did have to rental a car on Wednesday 15 2025 $600 total that include 300 refund fee they told me send my reservation copy for carahield to refund and I will but to be honest is hard to trust them if I am having such stressful experience with them and because I did not had the money to rental on Monday or Tuesday I could not take my son to school rehearsal for honor students or I could not take my other son to his counselor session at ***** because I was out of a car a lot of inconveniences definitely not good experience with carhield unfortunately 

  As a mother of 3 I need something what covered extended something they are support for rental not something they tell you oh you have pay out pocket and later down the road we pay later my main concern here as customers we like to feel safe when paying for a warranty policy having carahield make feel stress and not safe I have never hear about carshield use aftermarket parts that sounds weird what tell me if those parts for my vehicle are safe and new!!???? I need to feel safe I am Driving my kiddos in my car is very important!

  Why Carshield Dont see that!!!

  ******* told me they don't do that they don't use those parts like that. ******* is are professional they are responsible for their repair 100% they are not going to install a part where they don't feel safe about it. 

  Please carshield be more specific and what y'all guys covered at the moment y'all sell y'all warrantys because in moments like this when I need it is not much help especially when rental car need is hard not to have a car in not knowing when repair is going to be done pay here paying there that Dont help having a warranty having this experience make me feel I should just have a bank account just for safe 100 dollars per month and save it there for repair I wish I can said I had good experience but this supposed to be a week off from my job and have great time but unfortunately it was stressful and leaving me with debt because I have do the cooling leak repair in that is a lot a money for me right now 

  I want to be the voice of many other people who have not spoke about or stay in silence if y'all sell a warranty be transparent from the beginning explain more and more over the phone so problems like this won't happens or if y'all carshield stop doing a service please let customers know

  y'all record y'all calls please y'all can hear when the lady representative said oh we stop doing reservations days ago what about me none one told me and I pay to have covered 

  My honest opinion 

  Thank you 

  Sincerely, ***** Fuentes 

  Customer Answer

  Date: 10/17/2025

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