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:02/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car Shield represenatives misrepresented waranty services offered to me by selling me a policy for my 2016 Tesla aa though there were few differences than any other waranty. I was told items were covered such as suspension. Upon eventually having to use Car Shields service. I was told by a car shield represenative to pay for the repairs and i would be reimbursed. Long story short, i paid for the repairs to the tune of roughly $8400 and carsheild denied suspension repayment due to moisture contamination?! I really feel taken advantage of. I was repeatedly told the coverage was able to be downloaded through the app. The app is not and has never been functional. Represenatives either will not allow or cant have us the customers speak to the companys adjusters. Tesla service will not speak with them which leaves the customer having to play a guessing game with carshield. Please help recover what was promised.

  

  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, breakdowns resulting from varnish, corrosion, foreign objects, dirt, dust, liquid, cracked rubber and/or neoprene parts, dry-rot, road chemicals, lack of proper fluids or additives not recommended by the manufacturer will be excluded from coverage. Upon the examination of your file, it was found that the final invoice provided by the repair facility indicated that your vehicle's air suspension compressor failed due to moisture contamination and was therefore denied coverage. 
  
  
  
  
  Your claim was partially authorized for exterior power mirror. However, items such as: the valve block, fuse, and front and rear air spring modules are deemed excluded components within your contract and therefore would not be eligible for coverage. Furthermore, no cause of failure was stated for the relay and in the notes the tech stated he leveled the system so that shows the relay was functioning and therefore would not be eligible for this claim. A more extensive list of excluded components may be located within your VSC. 
  
  
  CarShield has no contractual obligation to refund you for components not listed for coverage within your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a full refund minus claims paid for contract(s) MRF4799531 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 

  Customer Answer

  Date: 02/27/2025

  The above statement from Car shield was only given to me and explained after speaking to a representative from Car shield  stating my suspension would be covered and I then went through with payment for services rendered by the Tesla service center.  Before payment and conversation with Carshield representatives, I asked and also searched for coverage on the app as I was instructed by a previous Carshield representative.  The app  has never been fully functional to the point where you can see your specific coverage or details as stated above in Carshields statement.  A representative  spoke with me and told me this would be covered.  As far as naming each component that would be  or not covered instead of the system such as suspension or electrical is asinine.  For example, saying sorry the control module in your suspension system isn't covered because it isn't spelled out specifically.  I'm sure there is a reason why Carshield would not allow me to speak with an adjuster as I requested over and over before all of this.  There is no communication between the service center and Carshield. 

  

  Business Response

  Date: 02/28/2025

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here: ************************************************** BBB Intro 
  If you wish to accept the offer of a full refund minus claims paid contract(s) MRF4799531 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: 22905219
  
  I have reviewed the business' response and am rejecting it because: The response by the company does not reflect what I was told by *********** representatives before I was instructed to pay for services to be reimbursed. 
  
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/07/2025

   

  CarShield has contacted Mr. ****** and we are working on a resolution. 

  Customer Relations

• Initial Complaint

  Date:02/05/2025

  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&#**;m homebound and can&#**;t walk so I took out the H31**34363234333237**H insurance on my 2011 ***** Accord. The check engine light came on and had it to a mechanic that files claims with H31**34363234333237**H, Tires Choice. They were wonderful, they did what they were supposed to and on Saturday, I got approved to make the repair. I talked to a representative and he told me what my out of pocket fee would be and they never told me that I has to call the repair shop. They are a locally owned business. I talked to the manager, ***, and he said he haven&#**;t heard back from H31**34363234333237**H. They just told me what the out of pocket would be. They said my deductible and out of pocket was exceeded the cost of the repair. I had put it aside to repair my car. In good faith, I was told my out of pocket would cover the deductible. I was never told I had more to do. I called *** today and called H31**34363234333237**H to cancel my subscription. I told H31**34363234333237**H that I was looking for a refund. I told them I would tell social media because this is wrong. I feel like they have left me out to dry. I don&#**;t want any other senior to be put through this. I would like my money back

  

  Business Response

  Date: 02/10/2025

  A member of the CarShield Legal team is attempting to reach out in order to help resolve this matter, and has left several calls and a voicemail. Please email ******************************** so that they may address your concerns.

   

  Respectfully,
  Customer Relations 

• Initial Complaint

  Date:02/05/2025

  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 every month on Carshield. They denied my claim and they always do this every month. They take their payment out of my disability check. Now my car has been sitting at the mechanic since Dec. 2nd and they denied my claim. My car was only going 25 miles, I have a $500 deductible and now they are denying my claim.  My car is at *************  I would like for them to repair my car.

  

  Business Response

  Date: 02/06/2025

  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, your breakdown coverage begins after either of the following days & mileage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective Date. Upon review of your claim, it was discovered that your breakdown date of 12/2/24 was only 52 days and 33 miles into your contract. Although you have met the requirements by date, your mileage would cause your claim to fall into the waiting period. Issues that have arisen prior to the inception of your contract, and up to the end of your waiting period would be considered pre-existing conditions, and would not have coverage per the terms and exclusions of your contract.
  
  
  In addition to the claim being denied due to falling in the waiting period, the repairs you have completed on your vehicle would be done so without prior authorization from your administrator. As stated on every page of your VSC, no claims will be paid without prior authorization, and your claim would be ineligible for reimbursement or coverage. 
  
  
  CarShield has no contractual obligation to refund you for repairs that were completed during your waiting period and without prior authorization. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a full refund for contract(s) MRFLC5218634 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:02/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident occurred on 12/27/2024. Took my van 2016 Chrysler ************** Minivan into Tuffy Repair shop-******************************************************** because of an oil leak. Repairs were approved and paid by Car Shield. Few days later vehicle would not start repair shop replaced the starter motor then the oil pump- paid by Car Shield. Car Shield sent out their inspector and said the engine needed to be replaced. Per Car Shield's team stated Tuffy failed to notice or divulge the intermix of fluids and cam damage that should have led to a different diagnosis early in the repair process. My van needs an engine per Tuffy and Car Shield but neither admit fault. Tuffy states they have done everything right and Car Shield just doesn't want to pay engine cost. Car Shield is saying that Tuffy is negligent and Tuffy won't pay the engine repair. The van is in worse shape than when I took it in.

  

  Business Response

  Date: 02/05/2025

  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 review of your file, it was discovered that the contract has fulfilled its obligation as it has paid the repair facility for your authorized claim. If you decide to bring your vehicle to another repair facility for further evaluation, and the repair facility believes that another covered failure is present, a new claim may be initiated following the contract's outlined claims process. No further resolution may be offered as your contract has fulfilled it's obligation of authorization. 
  
  
  Respectfully,
  Customer Relations 

  Customer Answer

  Date: 02/09/2025

  Complaint: 22898181
  
  I have reviewed the business' response and am rejecting it because: Each party is blaming the other party. Repair shop Tuffy states ******************** does not want to pay for the engine repair.  What ******************** paid for with Tuffy did not fix my issue.  Tuffy is saying they did everything right on what was asked of ********************. My van is in need of an engine. I am asking for my engine to be repaired and compensated for by a qualified repair facility.  Thank you.
  
  
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 02/10/2025

   

  ******************** has concluded the oil pump was not replaced and oil pump failure could be a reason for engine failure. They also do not have enough information to move forward with or deny the engine. The inspection had some mediocre photos of the engine components as well as the underside of the valve covers which were inconclusive regarding damage and intermix. It was also was missing key pieces of information for example if the engine was able to spin, if the engine could be spun with the starter was it making noise, is there oil pressure present, are any bearings damaged, etc. If you would like to forward that information to American Auto Shield it can be reviewed. 

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

  Customer Relations

  Customer Answer

  Date: 02/16/2025

  Reject what was stated:  Attached is a letter written by the owner of Tuffy, Rocky Chetal who states what happened along with info from Lemon Squad, oil pump receipt, money paid to car rental-Enterprise.  According to him he states that Auto Shield sent out their own inspector who looked at my vehicle- verified and diagnosed the issue. The pump was replaced that was said to be no good; failed.  At this point, I was told by both parties I needed an engine. Both parties are saying each are at fault. If you need additional information, please reach out to Tuffy owner, ***** ******.  I have already submitted a denial form to ******************** and will be doing it again. To me, because of the mediocre photos, being inconclusive, missing key pieces of information as well as each party blaming each other- I would like for this job to be completed- new engine. 

  

  Business Response

  Date: 02/19/2025

  CarShield, based out of ********, is a seller of Vehicle Service Contracts (VSCs). A VSC is an agreement to provide specific vehicle repair services and has specific inclusions and exclusions, based on the level of coverage purchased by the customer.
  

  American Auto Shield (***), a separate entity based out of ********, is a VSC Administrator. *** administers the repair claims for **** sold by a variety of sellers. *** manages the repair claims process for customers, determines ********************** eligibility under each customers specific VSC coverages, and facilitates the resolution of approved claims.

  If you have disputed your claim decision with ********************, there is no reason to re-open the complaint with CarShield. Please reach out to them at ************ for a status on the dispute decision. 

  Customer Relations

  Customer Answer

  Date: 02/25/2025

  Complaint: 22898181
  
  I have reviewed the business' response and am rejecting it because:  Each party is blaming the other party. Repair shop Tuffy states ******************** does not want to pay for the engine repair.  What ******************** paid for with Tuffy did not fix my issue.  Tuffy is saying they did everything right on what was asked of ********************. My van is in need of an engine. I am asking for my engine to be repaired and compensated for by a qualified repair facility.  Thank you.
  
  
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 02/25/2025

   

  Ms. ****, 

  The adjudication on your claim and correct and will not change by continuing to file complaints against CarShield. 

  You have paid $711.06 in premiums on your vehicle service contract. ******************** has authorized $ ******** in claims.  Since there is no refund due, there is nothing further to be resolved and we consider this matter closed. 

  Customer Relations 

  Customer Answer

  Date: 03/01/2025

  Complaint: 22898181
  
  I have reviewed the business' response and am rejecting it because: **** Shield and Tuffy are blaming each other for issues.  I need ** van ************************* fixed engine -need the job finished.
  
  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/02/2025

  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.

  Called them to inquire about service on Jan 13 2025 the *** was extremely pushy I considered doing service set it up to think about on a post date charge I called later that day told them I thought about and dont want to use the service once again a pushy *** tried to convince me to stay I finally said no I dont want it and hung up called again to make sure it was canceled the *** said it was canceled I wasnt gonna get charged I asked for proof he said there was nothing to send me since no policy well today Feb 2 2025 I was $129.99 which is an unauthorized charge I contacted bank this company engages in fraudulently charging people for a service I said I dont want several times

  

  Business Response

  Date: 02/03/2025

  We have refunded your payment back to your card. Please allow for the payment to post to your account. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 02/04/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter in the mail with "to the order of" in the address window through the cellophane of the envelope. People, including myself, are struggling enough in this country, and it's quite scummy to make a letter soliciting services appear to be a check, frankly, it should be illegal! I do not own or have registered to my name any form of transportation, I take public transportation. On top of this, when I already feel insulted by what I originally thought to be a check, as would anyone else. Why on earth would people do business with a company that tries to lie like this? Please remove my name, address, phone number, any and all records attached to such data fields from not only your database, but any parent or subsidiary company of CarShield any any of it's affiliated companies. Your permission to contact me, as well as have anyone else who does business with you to contact me, in any way, shape or form, is hereby permanently revoked, for the duration of 100 years.

  

  Business Response

  Date: 01/31/2025

  Please send a copy of the mail you have received to ******************************* with the app identification number visible. Upon receival, we may remove you from our mailing list, and we have blocked your phone number as of 1/31/25.

  Respectfully

  Customer Relations 

  

  Business Response

  Date: 02/11/2025

  As stated in our last response, we have blocked  your number. We do not have you as a customer in our site. However, to avoid mail, you must send in a picture of the piece of mail with the customer ID in order to remove you from our mailing site. We cannot do anything further unless this is provided. Please email ******************************* with this photo.

  -Respectfully,

  Customer Relations 

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address my ongoing claim regarding my vehicle, which has been in the shop since November 15. I have continuously communicated with their representatives, yet my claim remains unresolved.Despite my mechanic's efforts to coordinate with their team, including requests for an inspection, my claim has been denied without proper investigation. My mechanic has also sought the assistance of a third party for a diagnostic, confirming that the issue pertains to the engine, which is covered under my plan. Unfortunately, Theyre continued denial of coverage is *************** a result of this situation, I have incurred significant expenses totaling $525.56 for transportation via **** and Lyft to commute to work, not accounting for additional transportation costs beyond work-related travel. Since October, I have consistently paid $159.99 monthly for my policy, and yet my vehicle remains inoperable, waiting for your response.Furthermore, I have submitted photographs documenting the issue, which has yet to be addressed. It has been nearly three months since my car was placed in the shop, and I feel that Car Shield has not upheld its commitment to provide peace of mind regarding financial responsibilities related to my ********** mechanic informed me that their team would be reaching out to me regarding this matter; however, I have yet to receive any communication. I kindly request an immediate review of my claim, a prompt inspection of my vehicle, and a resolution to this matter.Thank you for your attention to this urgent issue.

  

  Business Response

  Date: 02/03/2025

  A member CarShield Legal team has informed us that they will be reaching out to you shortly to help resolve this matter.

  Respectfully,
  Customer Relations 

• Initial Complaint

  Date:01/30/2025

  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.

  So I have purchased a car warranty and it says they cover something but then they decide to say that only that part is covered if it connects with other damaged parts of my vehicle. This is how they get around not covering major items. I had to pay over 3500 for my car with part that says was covered as a major expense only for them to deny my claim.

  

  Business Response

  Date: 02/03/2025

  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"). 
  
  
  Upon review of your file, it was found that both the radiator and oil cooling housing system were both authorized for repair. However, after approval of both the radiator and oil cooling housing system, your repair facility called in to report the failure of your head gasket. As stated within your contract, your *** does not provide coverage for head gaskets on a standalone repair. The authorization will stand for the previous repairs, but the head gasket would be ineligible for coverage per the terms and exclusions of your contract. A more extensive list of terms and conditions may be located within your contract.
  
  
  CarShield has no contractual obligation to refund you for components not listed for coverage. Due to both your past and current claim far exceeding what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 02/04/2025

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

• Initial Complaint

  Date:01/29/2025

  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 a contract with Carshield and need my PVC repaired but they refuse to pay for it stating it is not covered yet they advertise bumper to bumper coverage.

  

  Business Response

  Date: 01/31/2025

  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 review of your file, it was found that your repair facility has been identified to be a clogged *** that has led to a build up of pressure inside the engine. This pressure has caused the rear main seal to leak profusely. The lack of the proper levels of oil due to the oil leak resulted in severe engine failure. The *** is deemed an excluded component within your contract, and as it was the main cause of failure, it would not have coverage per the terms and conditions of your VSC. In addition to the *** not being considered a coverable component, failures as a result of a lack of lubrication are also deemed excluded and would be considered your responsibility. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you for excluded components within your VSC. Due to your claim pay out far exceeding what has been paid into the contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:01/29/2025

  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.

  Have paid CarShield $109 per month for 5 years , when plan was purchased I was told I have a new car plan and my car was totally covered except wear and tear items. My Mercedes on the display will say air bag malfunction, The car has sensors under the seat that lets the car know someone is sitting in the seat to trigger the airbag deployment in an accident. Called CarShield explained the issue and was told they don't cover airbags , but the issue is not the actual airbags its the sensor under the seat ... 5yrs wasted and this seems to be an ongoing issue with this company

  

  Business Response

  Date: 01/30/2025

  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, failures to air bags, seat belts or supplemental restraint systems are deemed excluded, and would not be eligible from coverage. Upon review of your file, it was found that the cause of failure related to your vehicle were both the seat occupancy sensors and the weight sensing system. These items are an integral part of both the air bags system and the supplemental restraint systems within your vehicle and would therefore be 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 not listed for coverage within your contract. However, as an effort to resolve this matter, CarShield is willing to refund you a total of twenty-four monthly payments for contract(s) MRF3090672 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