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:02/26/2025

  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 had an account with ********************** and never filed a claim. On Friday, 27 Dec 25, I was on my way home when my check engine light started to blink. I was about three miles from my residence and I coasted to the house. I called CarShield that very day and they arranged to have my car towed to a shop of their choice on Monday, 30 Dec 24. After having to call for updates on the repairs to the shop and CarShield, I was told one month later that my claim was denied because I drove the vehicle, knowing it was damaged. I told them on many occasions what had happened to no avail. The commercials looks very nice on TV but they do not stand up to their end of the deal.

  

  Business Response

  Date: 02/28/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated within your contract, you are expected to take immediate action to prevent further damage to your vehicle. Your contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. Upon review of your file, it was discovered that your vehicle was driven with a check engine light on for a failed fuel injector and was driven home with an active misfire condition until the complete failure of your engine occurred. Following the failure, the vehicle was then towed to the repair facility for diagnosis. Operating the vehicle to the point of failure would be deemed both continued operation, and negligence per the terms of the contract. These exclusions would limit coverage to the initial cause of failure for the fuel injector, and exclude the engine.  Your claim was authorized for $1,652.99, and the payment has been released to the repair facility. A more extensive list of terms and exclusions may be located within your VSC. 
  
  
  CarShield has no contractual obligation to refund you for repairs that were adjudicated in accordance with the Vehicle Service Contract. Nevertheless, CarShield is willing to offer you a full refund minus claims paid for contract(s) MRF4713011 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. 

  Customer Answer

  Date: 02/28/2025

  Complaint: 22994936
  
  I have reviewed the business' response and am rejecting it because: WHEN THE CHECK ENGINE LIGHT CAME ON, i WAS THREE MILES FROM THE HOUSE AND COASTED TO THE HOUSE WHERE i REPORTED THE ISSUE.
  
  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/03/2025

   

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

   

  However, if you wish to accept CarShield's offer of a full refund minus claims paid for contract(s) MRF4713011 upon the execution of a signed settlement and release agreement, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 03/04/2025

  Complaint: 22994936
  
  I have reviewed the business' response and am rejecting it because You think I'm the reason for the breakdown of my vehicle. Your adjuster looked at my truck. He saw condition in which I keep my vehicles. I do not abuse my vehicles. The check engine light started to blink while I was driving. I took it to the house immediately and called. I know the shop wants to put a new engine in the truck but I will settle for a used or remanufactured engine. This my first claim since I started with you. Most days I look at commercials saying you are the best. Please prove it. 
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/26/2025

  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.

  02/26/2025 yesterday I called car shield to see if the part I needed fix with my car because the night before my car was acting up around 8:30pm so i went to autozone for a diagnosis i tried to call carshield and they were closed.. MY BIGGEST MISTAKE was taking their recommended auto shop because their main goal was to take the most out of the warranty, when they called me and told me i needed a new engine i was baffled!! so i believe the mechanic handling the claim said certain things to the warranty to not allow them to help me. yesterday carshield said they would approve the 2 solenoids and timing chain. Today the mechanic told me the adjuster told me he already spoke to me WHICH WAS A LIE. but today i found out they were only going to give me a credit to replace the engine. when signing up for this warranty i was assure that if anything happened to my engine they will replace it and now im getting the run around and they arent going to fix my car and Ive paid the monthly ON TIME every month

  

  Business Response

  Date: 03/03/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated within your Vehicle Service Contract, you are expected to take immediate action to prevent further damage to your vehicle. Your contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.  Upon review of your file, it was discovered that your vehicle was driven into the repair facility with a known concern. Your repair facility performed a diagnostic test on the  vehicle and discovered multiple timing related failures. Through further diagnosis, metal was found through out the system including metal debris packed into the oil control valve screens indicating that the failure has been a long occurring issue. The Initial cause of failure of the timing chains have stretched causing the timing codes and likely the chains rubbing on the inside of the timing cover in addition to various internal components causing the metal debris throughout the vehicle. 
  
  
  Your contract would only provide coverage for the initial cause of failure, and would not be applicable to the complete replacement of the engine as the continued operation has caused extended damage, and would be excluded from coverage. Your claim was adjudicated to reflect the exclusion of continued operation.  A more extensive list of terms and exclusions may be located within your vehicle service contract. 
  
  
  CarShield has no contractual obligation to refund you for repairs that exceed the contractual liability of your VSC. As your claim authorization far exceeds what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/26/2025

  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.

  CarShield has continued to deny repair cost associated with a contractually covered repair. A repair shop had specific outlined repair instructions to complete the job to make sure my vehicle is safe. CarShield will not cover all required cost associated with the repair. My required deductible is $200, my final out of pocket is more than twice that at $500+. This is not the product that was sold to me.

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your current and previous claim were adjudicated past the liability of the vehicle service contract.
  
  
  As stated within your contract, a breakdown that is covered by a manufacturers warranty, repairers guarantee, or any other service contract, or insurance policy of any type, such coverage(s) shall be primary and coverage under this contract shall be secondary. Upon review of your previous claims, it was discovered that a service record sent in for first claim that was filed with your *** shows both a valve cover reseal and water pump replacement. The following claim that was filed pertained to a valve cover replacement which is most likely due to tech damage and a second claim for the water pump. Both of these items were considered to be under the repair facility's warranty, and the responsibility of your repair would fall solely to your repair facility.  
  
  
  CarShield has no contractual obligation to provide coverage for a mechanical breakdown past the *** liability. Your claims were adjudicated past the liability of your contract, and all future repairs that fall under a warranty would be deemed to be the repair facility's sole responsibility for repair. Due to your claim authorizations far exceeding what has been paid into the contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/26/2025

  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.

  Carshield refused to pay for car repair. I agreed to pay deductible $250.00 and diagnostics - paid 3 months - $140.00 per month $420.00 last., had to cancel - could not have any more charges on my credit card for fees. Carshield "did not say" they would not pay for repairs if price for labor was too high, and could use any repair shop of your choice" according to the tv ad. I was to use shop of my choice!

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address you 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, hourly labor rates for covered repairs will be authorized up to the repair facility's posted labor rate. Authorized labor hours needed to perform repairs will be determined by your administrator using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be considered your responsibility. Upon review of your file, it was discovered that your repair facility exceeded the authorized labor hours needed to perform your repair based upon the the listed labor hours within the nationally recognized labor guide for the repair type. The hours that exceed the authorization toward your repair would be deemed your responsibility per the terms and exclusions of the contract. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  CarShield has no contractual obligation to refund you past the thirty day ***** period within your VSC. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a refund of four monthly payments for contract(s) MRF5136224 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. 

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold my coverage to someone called ******************** but since they represent car shield I am filing this complaint. I was approved authorized for $3,100 toward a repair. I was told which mechanic I could go to that mechanic could not do the work. After speaking with them they said I could take it to another mechanic. I had it towed from one mechanic to the other to do the repair. I have sent the final invoice in and now they were refusing to pay.

  

  Business Response

  Date: 02/27/2025

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

  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that the current repair facility's information is needed so that your administrator may reauthorize  your claim and pay the repair facility for the portion that was authorized. 
  
  
  Upon review of your file, it was discovered that your claim was  authorized per terms of the vehicle service contract as credit towards engine replacement. The repair facility that was initially used to start your claim has been reported to be unable, or unwilling to perform the repairs necessitated to repair your vehicle. Upon learning this information, you were advised that you can go to another repair facility and have the work performed there and have them submit for payment. However, the final invoice that was sent in did not have any information regarding who the current repair facility was, nor does it have a signature to indicate that the repairs were completed. In order to release payment, the new repair facility's information is requested so that your administrator may  reauthorize the claim and pay the repair facility for the portion that was authorized. The repair facility must submit their final invoice with all the necessary information as outlined by your contract to provide payment to either you or the shop.
  
  
  As your claim is pending the current distribution of payment, there will be no further refund due at this time. 
  Respectfully,
  Customer Relations

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************************************************** The logo says it all, I bought the carshiled car warranty for my truck. When my vehicle broke down and I took it to the dealership, they said would help me. When it was time for them to pay the claim carshield told me that my issue was an outstanding issue that happened 25k miles ago. When I ordered the carshiled warranty they asked me all sorts of questions and I was truthful to all of them. Now that they should be fixing my truck, they found some loophole that some code that's stored in the computer of a vehicle that I cannot see, or access was cleared 25k miles ago? They are collecting money from people and not ever intending to pay out. it's a scam and downright dirty.

  

  Business Response

  Date: 02/27/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). Your claim has been reviewed by both your the adjudicator of your claim, and the claims escalation department. In both instances, your claim was found to be denied. The adjudication of your claim will remain, and will not be overturned.
  
  
  Upon review of your file, it was discovered that he engine oil cooler lines, transmission oil cooler lines, valve cover gaskets, and the front main oil seal were all denied due to immense seepage of oil from these components. As stated within your contract, failure to maintain your vehicle's maintenance standards, and fluid levels to the manufacturer's standards and recommendations may result in the denial of your claim. However, an authorized amount for engine oil pan gasket replacement of $594.65 has been added to your claim. A more extensive list of exclusions may be located within your contract.
  
  
  CarShield has no contractual obligation to refund you past the thirty day allotted ***** period within your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a full refund for contract(s) MRF5253091 and a one time courtesy payment of $594.65 upon the execution of a signed settlement and release agreement with the voided authorization of your claim. 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:02/25/2025

  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.

  Enrolled with Car Shield for extended car warranty over the past 2 years. I filed my first claim early February 2025 to replace the steering pump. rack and pinion steering rack and tire rod. I was told the claim was denied. Reason given repairs were not covered under my contract. I advised I do not recall seeing a contract stating what is covered. I requested that I a copy of the signed contract stating what was covered be sent via email or mail. I provided my email address and mail address. ************************************* and my mailing address ************************************************

  

  Business Response

  Date: 02/26/2025

  Ms. ****-******,

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

  Upon reviewing your file, it was found that your contract has been sent to the email address on file on several occasions. Per the phone call dated 2/25/2025, you have stated you may have our email address blocked, or your contract may be filtering into your spam folder. 

  We have provided an attachment of the contract to our response. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/25/2025

  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 is a fraud! They frauded me out of my money. In 2021, I bought a 2018 ****** and got a H31**34363234333237**H H31**303835363538**38H on it. I cancelled it in Feb. 19, 2025 because it was already insured under my new Allstate policy. My contract was supposed to expire on 4-4-2026. I have only used it once for a defective trunk latch and everything was fine because they took care of it. I paid $1300 or $1500 for the H31**303835363538**38H. I called them and they have never contacted me unless I contact them first. When I called them they said I would be receiving a refund on my H31**303835363538**38H. I called them back and they said I would not be receiving a refund because I have no benefits left. I think they are scamming me. Every time I have called about 6-8 times, then I returned their call and some car H34323430373131****35H won&#**;t take them. I would like to have my money refunded to me from Feb. 19, 2025 through April 4, 2026.

  

  Business Response

  Date: 02/26/2025

  Dear Mr. *************** a courtesy, CarShield is willing to refund you in full minus claims paid for contract(s) ABF3622552 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. 

  Customer Answer

  Date: 02/27/2025

  I accept this agreement as posted in the email from BBB 

  Customer Answer

  Date: 02/28/2025

  Thank you so much for your help I couldnt have done it without your help They are sending me full refund I have compiled and documented their request and they are sending me a check .

  Once Again THANK you for your help

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased carshield 09/28/2020 the top package which is the Diamond coverage contract. It suppose to cover my car problem. The problem with my car is the Reversoir Tank. While I was on my way home I spotted white smoke coming from my hood so I pulled over and sat in my car for about 35 minutes then proceed to go home. I was three blocks from my home. I called in the claim and they sent me to Mineke car care Feb. 24, 2025, **************************************************** their Mechanic. The mechanic said it's the reservoir Tank. So he ordered it and told me it cost $421.00 so I called car shield and the administrator said it's not covered which it is. So I call back again on Tuesday Feb. 25. 2025 now they saying it's my fault. First they said it's not covered. I told them I have my contract and it is covered so that when they starting saying it's my fault. If you driving and your car start start smoking after 20 minutes of driving how is that your fault. I pulled over immediately when I saw the white smoke. I sat there in my car for about 35 minutes. That's the story. They do not want to pay $421.00.

  

  Business Response

  Date: 02/26/2025

  We have been informed that a member of the CarShield legal department has reached out to Ms. ***** and both parties have reached an amicable settlement. CarShield considers this matter closed.

  -Customer Relations. 

• Initial Complaint

  Date:02/25/2025

  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.

  2-24-25 CALLED SEVERAL TIME APROVED TO GO TO A SERVICE STATION.WAS ADVISED I WAS COVERED,HAD MECHANIC CALL ETC.THEY CLAIMED HE NEVER CALLED BACK.LIE DID A 3 WAY CALL.THEN SAID NO CLAIM # WAS ISSUED,RUDE HUNG UP ON 2X.THEN SAID I OPENED & CLOSED TRUNK TO OFTEN CAUSE A WIRE *********** 2018 ****** MILES THEY TOLD MY SERVICE ATTENDANT THEY DID NOT BELEIVE THE MILEAGE HAD NO CONCERN,SAID THEY PAY FOR DIAGNOSIS REFUSED.ASK FOR A MGR SAID THEY DONT TRANSFER CALLS.

  

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address you 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 no coverable failures have been presented by your repair facility at this point in time.
  
  
  Upon review of your file, it was discovered that your repair facility has reported that the camera was not operational due to a open wiring concern in the harness that passed through the trunk. If this is the case, there would be no coverage as the luxury electronics coverage section of the contract states that wiring is not covered. There would be no coverage for the wiring harness or diagnosis for a non-covered repair for this concern. The back up cameral itself would only have coverage if the failure was a component hard part failure and not a failure due to a faulty harness and would be reviewed per the normal claims process for claim decision subject to the terms of the contract. As of 2/26/2025, there have been no covered failures shown and vehicle service contract would have no liability at this time. A more extensive list of exclusions may be located within your contract. I have attached a copy for your convenience.
  
  
  CarShield has no contractual obligation to provide coverage for mechanical failures that fall outside of the liability of the Vehicle service contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer a refund of twelve monthly payments for contract(s) MRF4428683  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.