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:02/10/2025

  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 found out that I was not covered by them since Februrary 2021. They take $79.90 every month out of my bank account. They said the companies would not take H31**34363234333237**H. They said I would have to pay them $153 in order to get all of money back that I have paid in to them for coverage. They said they couldn&#**;t help me otherwise and hung up on me and said we didn&#**;t have anything further to talk about and to go get a lawyer. This was the message from the recovery department of H31**34363234333237**H. They still wouldn&#**;t cancel me but still took out the monthly payment from my bank account. I want a refund of all the money I have paid to them for coverage.

  

  Business Response

  Date: 02/11/2025

  Mr. *****,
  
  The CarShield legal department has attempted to contact you to inform you that you were never cancelled prior to your request to cancel on 2/10/2025.
  
  At no point did the company-CarShield- inform you that you did not have coverage. Our last instance of contacting you prior to 2/11/2025 was on 1/3/2022. CarShield has experienced many companies that will contact our customers and attempt to dissuade them from coverage through impersonation. All of our lines are recorded, and documented each time we speak with a customer. The claims that ********************** would request $153.00 to cancel your contract is false. If this did occur, it was not through our company, and you were mislead, and misinformed. 

  
  CarShield is happy to cancel your contract, and we have done so accordingly. 

  
  Respectfully,
  Customer Relations. 

• Initial Complaint

  Date:02/09/2025

  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.

  We purchased a Car shield contract/policy for our 2020 ****** I believe in early 2022 until we SOLD the car in August 2024, at which time we contacted Car shield and advised them that we no longer owned the car, so we cancelled the "warranty/policy". This was done by e-mail..and phone! (several times!)We did receive a credit from them; HOWEVER they have not stopped calling us! WE DO NOT own this car anymore!! We have asked over and over to please remove our information from their data base>>I am asking again REMOVE our information: last name(******); e-mail address(*******************************); phone(both cell, ************ and home ************). I want a written confirmation that this will be taken care of>>we no longer have any paperwork to support this issue>>because we sold the car!!!Last time we were called was: Feb. 5, 2025, the call back number was ************; they left a VM and asked us to call, ************; other numers were ****************-380-2165.We have 2 NEW vehicles that both have extended warranties..we DO NOT need a Car shield warranty/policy!!!

  

  Business Response

  Date: 02/10/2025

  We have taken you off of our sell list, blocked your phone number, and your email address as of 2/10/25 to ensure no contact. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 02/10/2025

  Complaint: 22919545
  
  I have reviewed the business' response and am rejecting it because:

  The same day(Feb. *******) we received a message from the BBB with a response from Car Shield saying they have removed our phone number(s) /name/e-mail address, etc. we received another phone call from Car Shield today, February *******. The phone number that called us was: ************. A voice mail was left by a lady named Page..she asked us to call back to ************. I called back and then spoke to a lady named ********..she said she would remove our information/telephone number>>et. I do hot believe that for a second>>I consider this harassment ! I want this stopped!!!
  
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/11/2025

   

  Mr. ******,

  ************ is not a CarShield number. We added your contact information to our do not contact list when you requested it. Please allow 7 days for the phone system to reset. 

  Customer Relations

  Customer Answer

  Date: 02/12/2025

  Complaint: 22919545
  
  I have reviewed the business' response and am rejecting it because: We have received calls from ************ and ************, MANY times>>and both numbers answered with Car shield>>maybe you want to call these numbers and find out who is using Car Shield's name>>>
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/07/2025

  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.

  After paying $1700 for car coverage over a 1 year period I was shocked when the axel on my truck was damaged by a pothole and CarShield denied my claim. They first claimed engine gunk and then after that didnt hold up they said rust. After my mechanic explained that every car in the northeast has rust they then claimed outside influence. The funny thing with that claim is a axel is a solid piece of metal that can only be bent by an accident or by hitting something like a pothole. The second thing on their website under coverage is axel damage. If a vehicle is sitting still there is no possible way to get axel damage so basically they are lying about covering axel damage right on their website. I will be getting a lawyer involved however this company is a fraud and extremely difficult to work with. My mechanic stated that in his 25 yrs of doing this he has never seen anything so ridiculous.

  

  Business Response

  Date: 02/11/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon inspection of your file, it was discovered that your claim was denied due to the damage to both the right rear axle and brake rotors were found to be bent due to external causes. As stated within your contract, the drive axel will only be covered if the component is damaged by an internally lubricated component within the drive axel system. No internally lubricated component would be able to bend the component to the extent in which your vehicle experienced, and it stands the ground for denial due to external influences damaging your vehicle. Your vehicle's right rear axel and brake rotors would be deemed excluded from coverage. A more extensive list of excluded components may be located within your VSC. 
  
  
  CarShield has no contractual obligation to refund you for components that are deemed excluded from your contract. Nevertheless, CarShield is willing to refund you six monthly payments for contract(s) MRF4907794 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/07/2025

  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 purchase car shield and when car broke down they walked away and told me they didn't cover my ******! I don't know how you give them a high rating but they are crooks, a sceem.

  

  Business Response

  Date: 02/11/2025

  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 file based on the complaint you have provided. Your account was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that no claim was ever called in to be considered for coverage by your Vehicle Service Contract ("VSC").
  
  
  As stated within your contract, in order to file a claim, you are required to present your contract to your repair facility and call the administrator, toll free, at ************ or ************. Your administrator will verify your coverage and begin the claims process. Upon review of your file, it was found that no claim was ever called in, and any repairs completed without prior diagnosis would be considered your financial responsibility. 
  
  
  CarShield has no contractual obligation to refund you for coverage past your initial ***** period as allotted within your contract. Nevertheless, CarShield is willing to offer you a full refund for contract(s) MRF1240983 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number so that we may draft your agreement for your electronic signature. 

  Respectfully,
  Customer Relations 

• Initial Complaint

  Date:02/07/2025

  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 put in a claim with carshield and it was denied. Each time they gave me a different reason. With the last reason yesterday it was a manufacturer defect, which they dont cover before then they set my policy does not cover engine so it was denied, but they also said it was because of a pre-existing issue which was before I got the car. I asked when purchasing this policy. What does it cover and I was told that anything thathappens to the car from here on out I was never told that anything that happened before I got the vehicle only because I had just vehicle. They were saying that if I had the vehicle and it was pre-existing, then it wouldnt be covered but because I just bought the vehicle,everything would be covered. I feel this business is a scam and Ive paid for the past 3 months and I would like a refund due to false advertising.

  

  Business Response

  Date: 02/11/2025

  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, breakdowns that occurred prior to the contract purchase date or during the waiting period  are deemed pre-existing conditions and would be ineligible for coverage per the terms and exclusions of your contract. Upon review of your file, it was discovered that prior service records show the engine was diagnosed with overheating issues and coolant in cylinder with the remedy being an engine replacement as per TSB ******* on 6/9/2022. Your claim will remain denied due to prior service records showing this vehicle was diagnosed with the need to replace the engine approximately ***** miles prior to the inception of the contract. The denial due to pre-existing conditions for a vehicle service contract is considered an industry standard, and CarShield is no different. 
  
  
  CarShield has no contractual obligation to refund you for pre-existing conditions that were ineligible for coverage. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MFF5245950 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 
  

  Respectfully,

  Customer Relations 

  
  

• Initial Complaint

  Date:02/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract #: MRF4910580. January 2024, I purchased a warranty for my 2017 Range Rover sport. Ive been paying $209.99 per month up until December 2024. Im a single mother and it has been very difficult. In my conversation with Carshield, I specifically ask about Land Rover Dealership for repairs because RRovers are high dollar vehicles and I always take it to the Land Rover dealership for repairs. Car shield reaffirm me that Land Rover Dealerships were a part of their network and if my vehicle broke down, I could take it to the dealership for repairs. I specifically requested that they confirm that all the Land Rover dealerships were part of their network. Carshield stated, Land, Rover Dealerships were and have been for several years. However, in December 2024, my vehicle broke down, I contacted the Land Rover dealership to have my vehicle towed, and was informed by the dealer,they have never accepted any third-party warranties, especially Carshield. This made me very sad and angry as I trusted car, shield and had false peace of mind for 12 months. I contacted Carshield and was told the land Rover Dealership was in their network when I signed up with Carshield but they are no longer. Today, I spoke with an associate with Carshield again, who stated, they see in the notes where I specifically inquired about the Land Rover accepting their warranty and being in their network and was told they were in network by a Carshield agent. I requested a full refund back in January 2025 and I was told someone will follow up with me in 48 hours. As of February 6, 2025, no one has contacted me or refunded my $2519.88. Since, Land Rover dealership did not accept Carshield and has never accepted Carshield warranty, I ended up paying out-of-pocket over $3,000 for repairs. I am still awaiting for Carshield to contact me and refund my $2519.88. Thank you.

  

  Business Response

  Date: 02/10/2025

  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 VSC, 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 claim, it was discovered that your claim was authorized for $687.71. This authorization included all verifiable labor and parts. However, the out-of-pocket cost associated with your claim is due to the repair facility exceeding the nationally recognized labor guide for prices and time needed to complete the repair. These costs would be deemed your responsibility per the contract. The final invoice needed to release payment to the repair facility was never submitted to your administrator, and your claim was marked inactive. 
  
  
  It was later discovered that your vehicle was moved to a second repair facility. 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. In this case they have refused to do business with you. This is clearly beyond the control of both the Administrator and CarShield.
  
  
  CarShield has reviewed all calls between you, the seller, and the administrator. At no point in time were you informed that your would receive a full refund for your contract. Both CarShield and ******************** are only contractually obligated to refund you in full for your contract within the first 30 days. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you with a seven-month refund for contract(s) MRF4910580 upon the execution of a signed settlement and release agreement, and a void of the authorization to your repair facility. If you wish to accept this offer, please email ******************************* and we will draft your agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 02/10/2025

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

  Customer Answer

  Date: 02/10/2025

  I would like to receive a refund for 10 months instead of 7 months. 
  

  

  Business Response

  Date: 02/10/2025

  We will draft and send your settlement and release agreement and send it to your email via docusign for the 10 monthly payments. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 02/11/2025

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

• Initial Complaint

  Date:02/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for a diamond warranty on my car. Took the car dealership to get repaired and car shield denied my claim for parts that are covered under my warranty now $4000 later I have to pay for my car to get repaired even though I have been paying for this warranty since April 2022

  

  Business Response

  Date: 02/11/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for a timing cover reseal. The repair facility has agreed to price match labor and part prices to help reduce out of pocket costs associated with your claim. However, both the coolant lines and hoses were correctly denied as these items are deemed an excluded component within your contract. A more extensive list of excluded components may be located within your VSC. 
  
  
  Your claim has been authorized to the extent of your contract. Payment for the authorized portion of your claim will be released once you pick up your vehicle and sign the final invoice. Upon the signature of the final invoice, the repair facility will send the invoice to your administrator so that payment may be distributed accordingly.
  
  
  CarShield has no contractual obligation to provide a refund that extends past the liability of your VSC. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you a total of six-monthly payments upon the execution of a signed settlement and release agreement. The settlement and release agreement will not void the authorization of the $1,103.38 that will be sent to the repair facility upon the receival of the final invoice. 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:02/06/2025

  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.

  Okay I have in the past head car she only had to cancel because I couldn't afford the payments anymore I asked them to completely cancel me out it was like 6 months later they called again now they just keep calling me every day and I have asked him so many times to please stop calling me I am not interested but yet they just keep calm and that's my complaint they will not stop calling even if I say put me on the do not call us they keep calling me and it's very frustrating

  

  Business Response

  Date: 02/07/2025

  We have removed you from our phone calls list, and have blocked your phone number from our system as of 2/7/25. 

  Customer relations 

• Initial Complaint

  Date:02/06/2025

  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 oil leak, took it to the repair shop. Carshield declined the repair. They said repairing oil leak not on my contact that I had for over two years,They need to pay my money back. People need to know about the loco hole they use to get around from paying repair. The need to be out of the BBB.

  

  Business Response

  Date: 02/07/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for a door lock actuator but payment was never released as the repair facility never sent in a final invoice for reimbursement. The remaining out of pocket costs regarding your claim may be attributed to the components that are deemed excluded within your VSC. As stated within your contract, a head gasket repair is not eligible for coverage if the repair is on a standalone basis, and an oil pressure sensor is not listed for coverage. A more extensive list of excluded components may be located within your contract. 
  
  
  
  
  CarShield has no contractual obligation to refund you for the repair facility failing to provide the final invoice as deemed necessary by your contract, and components that are excluded per the terms and exclusions of your VSC. Nevertheless, CarShield is willing to offer you a refund of eighteen monthly payments for contract(s) MRF3731584 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully, Customer

• Initial Complaint

  Date:02/06/2025

  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 entered into a contract for a car full coverage warranty with Carshield, by phone. I have paid my monthly dues for 8 months. The car engine light came on and I drove straight home for about 1 or 2 miles. When I took it to the repair shop the next day it was void of oil, the engine piston. I had had a similar piston problem a few years back. Carshield is only paying a small fraction of the cost of repair saying only, "there was no oil". I have called multiple times and no one can give my any extra information. I am not allowed to talk with the adjuster. I asked to speak to management and they said within 24 hrs and the next day I called again and it was ***** hours. My car has been in the shop for 2 months now.

  

  Business Response

  Date: 02/07/2025

  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, failure to protect your vehicle in the event of a mechanical breakdown may result in the denial of your claim. Upon review of your file, it was discovered that your vehicle was driven into the repair facility with low oil levels that ultimately caused the failure to both your engine block and turbo. In addition to the continued operation of your vehicle, it was found that there is also a failure to at least one of the exhaust valves due to carbon build up causing the valve to burn a hole into it. Your contract does not provide coverage for failures due to carbon and would inevitably be not eligible per coverage per the terms and exclusions of your contract. A more extensive list of exclusions may be located within your VSC.
  
  
  Nevertheless, your administrator has authorized the repair of your Turbo. However, if you wish to waive this authorization, CarShield is willing to provide you with a refund of six-monthly payments upon the execution of a signed settlement and release agreement for contract(s) MRF5061963. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. If you wish to maintain the authorization of your vehicle, there will be no further refund due. 

  Respectfully,

  Customer Relations