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:11/07/2024

  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 was sold a policy that was supposed to cover my car repairs minus 100 deductible when I transmission messed up on my car instead of paying 100% they only paid 70% and then the tranmission they had installed in my car do not work and they refuse to help me any further with a rental or anything and it's their fault that my car is back in the shop after 24 hours of me paying ******* this is not fair on a single woman and I can't afford to be cheated out of my money. My car went in the shop in September it took them three months to respond to anything and when they did they sold me a bad transmission

  

  Business Response

  Date: 11/12/2024

  Thank you for bringing this matter to our attention. 

  CarShield is willing to offer you a full refund upon the the execution of a signed settlement and release agreement. This agreement would waive any claims made between you and CarShield. If you wish to accept this offer, please email ******************************* to accept this offer. 

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am continually receiving calls from them two to three times a week and have asked them to please stop calling me because I am not interested. I have told them that i feel like they are harassing me at this point. Also, informed them if the calls don't stop I will be reporting them.

  

  Business Response

  Date: 11/07/2024

   

  The contract is no cancelled and there will be no further calls regarding payment. 

  Since we have a signed, confidential Settlement Agreement we consider this matter closed. 

  Customer Relations

  Customer Answer

  Date: 11/07/2024

  Complaint: 22524871
  
  I have reviewed the business' response and am rejecting it because:
  
  I cancel my car shield for all vehicles and now you are contacting me regarding coverage from my home. I prefer not calls regarding any kind of coverage.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/08/2024

  We have added you to the no contact list, and removed your number from our systems. -Customer Relations

  Customer Answer

  Date: 11/11/2024

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

• Initial Complaint

  Date:11/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is awful. I initiated my claim at the start of September. When I followed up with Carshield, they informed me that they were awaiting an invoice from the repair shop. I reached out to the repair shop and verified that they had already sent the necessary documents. I ended up sending the documents myself. I called Carshield again to inquire about the delay, only to be told that they were requesting additional documents at that time. I submitted the requested documents on October 25th. After following up again, I was asked for another document, which I submitted on October 29th. A supervisor assured me that I would receive a response within 24 to 48 hours. However, I have yet to be contacted or receive any updates. I have spoken with over 50 representatives, many of whom provided incorrect information, and some even deliberately misrepresented my account. Each time I reached out to Carshield, I received conflicting information from different representatives. One representative claimed there were communication issues regarding document receipt, but when that call was disconnected, the next representative denied any such issues existed. On October 30th, a representative said they had spoken to the repair shop, which had supposedly confirmed they were sending documents that day. However, I was at the repair shop at that moment, and both the owner and staff confirmed that no one from Carshield had reached out to them or communicated anything. I have informed every supervisor and representative Ive spoken to about the ongoing miscommunication between Carshield, the repair shop, and myself as the customer. Additionally, the representatives have been rude and disrespectful!

  

  Business Response

  Date: 11/08/2024

  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 is in process and adjudication is expected within the next 2 business days. Your administrator will reach out to you shortly to discuss your claim. -Customer Relations 

  Customer Answer

  Date: 11/15/2024

  Complaint: 22519468
  
  I have reviewed the business' response and am rejecting it because:

  I need them to take care of this whole amount.  They constantly lie and manipulate.  I have been constantly disrespected, mislead, misinformed about my car coverage.  I took my vehicle to several mechanics in the City and no dealer would take my car because of my coverage with Carshield.  It was explained to me that my vehicle needed exhaust work and I paid for it.  They are trying to fight any responsibility and put the blame on me. 

  I just want to warn people to not go with Carshield.  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/15/2024

   

   

  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 is in process and adjudication is expected within the next 2 business days. Your administrator will reach out to you shortly to discuss your claim.

  Customer Relations 

   

• Initial Complaint

  Date:11/05/2024

  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.

  Due to a recent engine failure in the 2016 **** Edge, the vehicle requires a complete engine replacement. Unfortunately, despite the insurance policy in place, coverage for this necessary repair was denied. This coverage lapse leaves the owner responsible for the full replacement cost, impacting the vehicles usability and overall value. The insurance policy initially appeared to cover significant repairs, but this incident has highlighted a gap in coverage, which may be relevant for similar cases. Further clarification on policy terms and future coverage would be valuable to prevent similar issues.

  

  Business Response

  Date: 11/08/2024

  CarShield requested that the Administrator of your Vehicle Service Contract examine your claim based on the complaint documentation 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 claim had been adjudicated correctly and in accordance with the terms of the vehicle service contract (VSC).  
  As stated within your contract, your vehicle only has coverage for failure to the engine block if the failure is caused by an internally lubricated component. In regard to your claim, your engine block was found to have a manufacturing defect that allows coolant intrusion into the cylinders, and your engine was found to lack the necessary lube for proper mechanical function. Your vehicle service contract excludes manufacture defects from its coverage, and it would be the manufacturer's responsibility for repair. A more extensive list of exclusions may be located within your contract.
  
  
  CarShield has no contractual obligation to provide coverage for defective mechanical components that are the responsibility of the manufacturer for repair. However, as an effort to resolve this matter, CarShield is willing to offer a full refund of your monthly payments upon the execution of a signed settlement and release agreement. This one-time payment may be used to help alleviate any out-of-pocket costs associated with your repair. If you wish to accept this offer, please email ******************************* so that we may draft your agreement for your electronic signature.
  
  

• Initial Complaint

  Date:11/05/2024

  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 called H31**34363234333237**H on October 8, 2024 because I was having problems with my 2014 ****** 370Z, my convertible top. H31**34363234333237**H set up an appointment with a ****** H33****34313232313430H in ****** on Oct. 9, 2024 at 11 am. I dropped it off at ****** in ********************. I spoke to ***** ***** and she said she would call me back that afternoon. ***** at ****** called me back and said H31**34363234333237**H will send an adjuster to come out because the pictures were not clear. ****** called me back and said H31**34363234333237**H denied. On October 14, 2024, I sent an email to the corporate office, Attention **** ******. He called me back on October 15, 2024 and said my car was not covered for the hinges that makes the top go up and down. When I got H31**34363234333237**H, I asked them will that cover my top? They said yes and I made sure I call them back just to make sure that was covered. I was with H31**34363234333237**H since Sept. 2022 and I never used H31**34363234333237**H. I even told Mr. **** ****** that I called them twice and Mr. ****** said he knows I called them twice. I was misled about that issue. I&#**;m a senior citizen, I retired in 2020 and I don&#**;t have the money to fix it. I pay $117.00 every month. I never missed a payment.

  

  Business Response

  Date: 11/06/2024

  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 claim had been adjudicated correctly and in accordance with the terms of the vehicle service contract ("VSC").   
  
  
  The mechanical cause of failure was identified to be due to seizing hinges and stretched cables causing premature failure of the motors. This had ultimately led to the malfunction of your convertible top. Although you do have coverage for your covertible top, intitial failure to any component  not listed for coverage that damages a covered component would not be eligible for coverage per the terms and exclusions of your contract.  A more extensive list of excluded components may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you for mechanical failures that are due to uncovered components. However, as an effort to resolve this matter, CarShield will refund you for 12 monthly payments upon the execution of a signed settlemnet and release agreement. This one time payment may be used to help offset the out of pocket costs associated with this repair. If you wish to accept this offer, please email ******************************* with you name and contract number in the subject line so that we can draft you agreement for your electronic signature. 

• Initial Complaint

  Date:11/05/2024

  Type:Sales and Advertising 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.

  Hello,This is a mailing issue as they may have stopped calling, not certain since I block all telemarketing calls that come in to me. I called CarShield multiple times asking them to stop calling me and remove me from their marketing mailing list, that I am not interested and they still keep mailing me marketing mail and I just got a piece of mail 11/4/24, I wanted to file this complaint since they are ignoring me and won't stop mailing me to purchase protection. It is very disrespectful to tell a company, "you are not interested, stop calling and mailing me marketing infromation" and they won't ********* is a customer ID # attached to the marketing mailings they keep sendong me: DDY00A4NKV.What is even more frustrating is I just moved so they updated my addrtess in their system and started mailing me trash marketing to my new address.

  

  Business Response

  Date: 11/05/2024

   

  We have removed your information from our contact list. We do not have a phone number listed under the customer id referenced in your complaint so it might be another company calling you. 

  Customer Relations

  Customer Answer

  Date: 11/05/2024

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

• Initial Complaint

  Date:11/05/2024

  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 took my 2018 ***** Silverado 1500 into my local repair shop on October 11, 24 for a transmission leak. The shop works with Carshield they started a claim for Transmission pan gasket and the engine mount. The repair shop pulled the transmission and there were metal pieces in it. They called Carshield to change to replacing the transmission and the vacuum pump. October 14 the shop sent in pictures that Carshield requested of the metal pieces and also the measurements of the 6" lift kit that was stock. Carshield requested 12 months of documentations from me. I purchased the truck in February of 24. I sent them the bill of sale on October 15. October 16th Carshield didn't except the pictures or measurements of the lift kit from the shop and said they had to send an adjustor out to look at the truck on the 21st. The adjustor came and did the same measurements as the shop did and said this was a first. Finally got approved on October 23rd for the transmission, one with a 12 month/2K warranty or I could pay more for a 3 year/100,000 warranty. Carshield didn't cover the towing to program the truck, the programing of the transmission itself, or the vacuum pump. I was without a truck for 19 days, Carshield didn't offer a rental at all. The total bill was $7,145.20 I still paid $2,623.00. With the programing, towing and vacuum pump that went out because of the motor mount being bad Carshield owes me $782.18.

  

  Business Response

  Date: 11/06/2024

  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  
  
  It was determined the claim on your Silverado was adjudicated correctly and a payment of $4,522 was paid over the phone directly to your repair shop.  The remainder due will be your responsibility, as the replacement of your brake booster vacuum pump is not a covered item under the Gold Powertrain plan.  Also, the shop did not include the cost of programming your transmission into the labor time (as stated per Pro Demand). 
  
  Furthermore, you have made 4 payments of $139.99 since the inception of your contract in June,totaling $559.96 paid into the contract. Under those same contract terms, we have paid $4,522 in claims on your behalf.  As such, no additional refund will be due.  However, we are happy to review your incurred out of pocket expenses for the 2nd tow and rental car.  Please email your paid receipts to ******************************* for further consideration.
  
  
  Customer Relations
  

  Customer Answer

  Date: 11/07/2024

  Complaint: 22515111
  
  I have reviewed the business' response and am rejecting it because: I feel the towing and the transmission coding should be covered by Carshield since the truck can't run without it after a transmission is put in.  My shop did call the adjustor ***** *. 3 times to questioning why the coding was not covered and he never responded back.  I was not leaving my truck there any longer waiting for a response since this hole claim took 19 days.  Reimburse the shop and they will reimburse me. 
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/07/2024

   

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

  If you wish to accept our offered resolution, please email *********************************************************.

  Customer Relations

  Customer Answer

  Date: 11/10/2024

  Complaint: 22515111
  
  I have reviewed the business' response and am rejecting it because:
  Im not filling out more paperwork or having my repair shop fill out more paperwork.  CarShield has all the documents that they need to approve the transmission programming and towing of the truck. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used CarShield, for an extended Warranty, sense 5/5/2021. I have always paid on time and haven't had any issues, until I recently cancelled my Insurance, due to selling the vehicle. I sold the insured vehicle on 8/26/2024 and cancelled my Insurance on 9/8/2024. I followed CarShields own prompts on their website, due to it being a Sunday afternoon and them being closed. "Please email ******************************* if you wish to proceed with the cancellation and refund." I received a receipt email and thought that the insurance was cancelled. I found that CarShield then withdrew funds on 10/2/2024. Of course this was discovered on a weekend, so I emailed again via their email and received another receipt email. I discover today that CarShield is withdrawing funds from my account again on 11/4/2024. This time I called CarShield Customer *********************** and they tell me that I should have just called to cancel and they refused to refund the payments they withdrew from my account. I explained that I had email receipts of them receiving my cancellation requests but that didn't change their stance.

  

  Business Response

  Date: 11/05/2024

  To Whom it May Concern,
  
  Thank you for bringing your concerns to our attention and the opportunity to respond. We have canceled your contract and issued a refund of 4 payments, which you should receive by mail in 7 10 days.  
  
  If you have any questions, please feel free to contact us at ************.
  
  Customer Relations
  
  

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  Thank you to CarShield and BBB, for your prompt response and resolution to this issue.  
   
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:11/04/2024

  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 a current claim in process for my 2008 Nissan Rogue. I have not been updated by Car Shield regarding the status of my claim. I am requesting either a repair or offers to request that the seller of your vehicle service contract cancel the contract and issue me a partial refund, if they're unable to pay for my vehicle being fixed.

  

  Business Response

  Date: 11/05/2024

  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 no claim has been started.
  
  
  In order to begin the claims process, you must have your repair facility send in an estimate that details the extent of the repair, a diagnosis, and additional information regarding the mechanical breakdown. As stated in our previous response to a prior complaint, in order for a claim to be initiated, the Vehicle must be moved to a repair facility that is capable of properly diagnosing the vehicle by tearing it down to the cause of failure. If you do not wish to follow the mandatory claims process, *** offers to request that the seller of your vehicle service contract cancel the contract(s) and issue to you a partial refund in the amount of $539.94 upon the execution of a signed settlement and release agreement. 
  
  
  If you wish to accept this offer, please email ******************************* so that we may draft this agreement for your electronic signature. 

• Initial Complaint

  Date:11/04/2024

  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 had some problem with my vehicle, and I would take it to the dealer. They put in a water pump, and when driving home it stopped at a stop light and it was stalling. I got help taking it off the road and the engine was shot. This has been in the shop for a month and I got a letter Friday I got a letter saying they will end my contract. The car was in the shop since September. I called them to see what's going on, and they have notes saying I refused for them to work on my car per my saying so. The problem is: I never said that. I never turned down any amount of work whatsoever. The only thing I can think of is that they were making it up. Why would I bring it to a shop and not ask for work.They have done work before without issue. I do not understand where this is coming from.

   

  According to someone I spoke to at the dealership, they even said they saw no record of my refusal on their paper work. What refusal are they talking about?

  

  Business Response

  Date: 11/05/2024

  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 claim has been started in regards to your engine concerns. 
  
  
  In regard to any and all mechanical failures, proper documentation must be obtained prior to starting a claim. Without an estimate, and documentation, your administrator will be unable to complete the repairs. As stated on the bottom of every page of your vehicle service contract, no claims will be paid without prior authorization. If your vehicle is experiencing additional mechanical issues, you must have your repair facility document the issues for our claims adjustor to inspect your vehicle.  
  
  
  Additionally, if this concern is related to an improper repair performed and or a misdiagnosis, the engine would be ineligible for coverage due to the identification of continued operation. The claim would only have coverage for the initial cause of failure that was determined to be the water pump and has already been authorized per the terms of the contract. 

   

  However, as a courtesy, CarShield is willing to offer a refund of 12 monthly payments upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* so that we may draft the agreement for your electronic signature.