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:01/21/2025

  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.

  My contract number is MRF ******. I purchased Carshield and paid for 4 years and they never paid for any service my 2013 *** 328i needed and Im due a refund and now theyre calling me to get another policy and I asked where is the refund for the service I paid for and Carshield didnt pay for anything. I paid ****** a month for 4 years.

  

  Business Response

  Date: 01/22/2025

  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 review you have provided. Your file was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that no final invoice was ever received for your last two claims. 
  
  
  As stated within your contract, a final invoice must be submitted to your administrator in order for payment or reimbursement to be processed toward your claim. Without the appropriate invoice, no payment may be released.
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a refund of 18 monthly payments for contract(s) MRF3400904 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: 01/24/2025

  Hello I have reviewed the response but I paid for the policy a little over 4 years my policy started on 12/13/2020-2/29/2024 at ****** a month $6384.00 or more and the 18 month refund offer isnt fair due to my policy being paid a little over 4 years. I asked for this to be re-reviewed.
  Thank you 

  Mrs. ********** *******

  Customer Answer

  Date: 02/04/2025

  Attention BBB

  I responded to the email and stated I paid for the policy a little over 4 1/2 years at ******* a month and I was asking for a fair settlement amount and I was waiting on a response back can someone check and see what car shield response will be 

  Thank  you 

  Mrs. ********** Mallett 

  

  Business Response

  Date: 02/05/2025

  CarShield has contacted this customer. We have reached an amicable solution. We consider this matter closed. 

  Customer Answer

  Date: 02/05/2025

  To the BBB

  We reached an agreement with Carshield on the amount of ******* to settle the dispute and it was signed on today. I Am truly appreciative of the prompt attention to my concerns.

  Thank you 

  Mrs. ********** *******

  Customer Answer

  Date: 02/16/2025

  Yo tge BBB

  i sent a response that we reached a settlement offer and I signed it through document sign with Mrs. ******** I just hadnt received it so I emailed her yesterday and received an email response back today the check will go out in the mail this Tuesday. I thank you for all your help  in this matter. Great customer **********************.

   

  Thank you 

  Mrs. ********** *******

• Initial Complaint

  Date:01/21/2025

  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 paid CarShield $107 per month for their Diamond warranty plan. The front axle of my 2018 Chevrolet Silverado 1500 seized up and required replacement. Im paying an additional premium because my truck has a six inch lift and is listed on the deceleration page. My warranty claim is being denied by CarShield and they are claiming my lift is taller than 6 inches. I and their preferred shop have sent them photos with a tape measure showing the truck only has a six inch lift.

  

  Business Response

  Date: 01/22/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Your contract outlines its rules and regulations regarding modification allowances within your contract on page seven. As described within your coverage,  lift kits that raise the vehicle more than 6 inches or tires that exceed 37 inches in diameter are excluded. Any vehicle with Four Wheel Drive (4WD), or All Wheel Drive (AWD) requires that all of the tires on the vehicle be of the same size and within this allowed variance of +/- 10%.
  
  
   Based upon the notes within your file, it was discovered that the inspection photos confirm there is a total of 8 inches of lift measured on the vehicle. The oversize tires installed on the vehicle exceed the 10% allowable by the contract at 12% There was also a gear ratio swap performed that went from the *** gear set at 3.42 to a non-*** ratio of 4.10 The failure of the front differential also was tied to leaks shown at the differential. Due to the exclusions in the contract for modifications outside of the allowable parameters set forth by the surcharge of the contract and non-*** parts installed on the vehicle, your vehicle would be ineligible for coverage per the terms and exclusions of your VSC. 
  
  
  In addition to the unapproved modifications present, it was found that the vehicle was operated with active fluid leaks within the front differential assembly. As stated within your contract, you must maintain your vehicle to manufacturer standards in order for the approval of your claim. This includes protecting your vehicle in the event of a mechanical breakdown and maintaining all fluid levels appropriately. 
  
  
  CarShield has no contractual obligation to refund you for modifications that exceed the limitations of your VSC, and breakdowns further propelled by continued operation of your vehicle. Due to your claim payout exceeding what has been paid into the contract, there will be no further refund due and your contract has been cancelled. 

  Respectfully,

  Customer Relations

  
  

  Customer Answer

  Date: 01/23/2025

  Complaint: 22838302
  
  I have reviewed the business' response and am rejecting it because:
  
  Car Shield is clearly denying my claim for coverage based on the fact they do not want to incur the expense of the repairs.  When the policy was taken out it was clearly explained to the sales representative that my truck had a six inch lift with 35.5 inch tall tires.  I am paying an additional premium for that coverage.  When my truck was taken to ****** Automotive they inspected the truck and confirmed that the truck had an internal differential failure.  They completed an inspection and partial tear down.  Upon their inspection they discovered metal shavings from the failing differential.  Any and all fluid leaks is from their inspection and partial tear down.  My truck was and is properly maintained per the manufacturer's recommendations.  My truck's lift kit was installed by SCA prior to it being sold new.  *** does not purchase or manufacture any lift kits larger than 6 inches.  The attached photos clearly show that the front strut lift blocks are six inches bolt hole to bolt hole.  The rear lift blocks are 5 inches.  The front cross member is stamped SCA which verifies this is in fact an SCA lift.  Car Shield's policy states that:

  "2. Lifted VEHICLE where a lift kit or leveling kit has properly installed and the surcharge was paid and listed on the DECLARATIONS PAGE.  VEHICLES where a lift kit has been installed to raise the VEHICLE up to 6 inches and/or tires up to 37 inches in Diameter.  Lift kits that raise the VEHICLE more than 6 inches or tires that exceed 37 inches in diameter are excluded."  

  "ii Tire Size:  A variance of +/- 10%, greater or small, than the factory recommended tire size is not considered a modification that would exclude a BREAKDOWN from COVERAGE.  Any VEHICLE with Four Wheel Drive (4WD), or All Wheel Drive (AWD) requires that all of the tires on the VEHICLE be of the same size and with this allowed variance."

  My truck does have non-OEM gear ratio.  Car Shield's policy does not address this in their contract.  Further more the gear ratio is not a race/performance modification.  The gear ratio is completed to ensure the truck's Engine and Transmission performs at a pre-lift level.  The gear ratio needs to match the larger than stock tires.
  

  Photos can be provided to verify the above claim.  

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/23/2025

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

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 01/24/2025

  Complaint: 22838302
  
  I have reviewed the business' response and am rejecting it because:

  I have already filled out the dispute form and Car Shield refused to review any additional information.  I have submitted the dispute form again today 1/24/2025. My truck has been moved to ****** Bearing and they have confirmed that the pinion became loose which caused the damage to the front axle.  This is not damaged caused by lack of maintenance.   If resolution cannot be completed through the BBB I am requesting to go through arbitration.  
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/21/2025

  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.

  I subscribed to a CarShield warranty about 3 years ago at $116 per month. Just recently filed my first claim against the policy. CarShield would not allow me to go to my own trusted mechanic because he is not ASE certified. My local **** dealership in *********, ** is ASE certified but they will not work with CarShield because in their words "CarShield does not pay", CarShield could not provide me with another certified shop within 25 miles of my location. After several calls to CarShield they sent me to Grease Monkeys in *********, **. Grease Monkeys estimate to fix the problem was just over $1100.00 of which CarShield was only willing to pay $179, minus the $100 deductible, leaving me with over $1000 out of pocket for a "covered" repair. I refused the service, picked up my truck after paying $170+ for Grease Monkeys "diagnostic fee" and took it to my mechanic who is fixing it for under $550. CarShield is paying none of this cost. After paying over $3400 to CarShield @ $116 per month I am exceedingly disappointed that CarShield would cover only a fraction of my repair cost.

  

  Business Response

  Date: 01/23/2025

  CarShield has reached out to this customer to reach an amicable solution between both parties. The customer has signed a settlement and release agreement, and will be receiving a refund in the mail shortly. CarShield consider's this matter closed 

  Customer Answer

  Date: 01/25/2025

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

• Initial Complaint

  Date:01/21/2025

  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.

  I bought a policy based on the advertising of Car Shield. The endless ads of happy customers and glowing reviews sold me. One year in a coil went bad and caused my car to misfire. The bill was ****** of which CS paid ****** (towards the ****** coil) they stated that they don't cover the other damage. this week it was found I have a EV canister crack and a major AC line that needs replaced. Car Shield denied both stating they don't replace hoses (the part lists as a line) and that while my car has a motor my contract does not have the words emissions package. So that ******* bill is on me. I want my money back. I paid every month for 2+ yrs on time and both times they found a way to not pay. They did not deliver.

  

  Business Response

  Date: 01/22/2025

  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 the main cause of failure identified was failure to your ignition coil. Although your contract provides a wide variety of coverage for your vehicle, it does not include coverage to the evaporation canister, and A/C hose lines. These items are considered excluded components and would not be eligible for coverage. Your coverage was correctly applied to all covered components within your claim. A more extensive list of excluded components may be located within your contract.
  
  
  CarShield has no contractual obligation to refund you for components not listed for coverage within your VSC. Nevertheless, CarShield is willing to offer you a refund of twelve-monthly payments for contract(s) MRF4256716 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: 01/23/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  1/20/25 I have had car shield for many years, never using them. I was told by the 2nd ********** I spoke with that the alternator and starter would be paid for on my vehicle thie one time because I did not have prior authorization in getting my vehicle fixed but I've never used them so it would be done as a courtesy this one time. After giving me a whooping 175 dollars for my 600 bill for the starter, they are reneging on paying me for the alternator. I am livid. I have since canceled with them but the point is, what is right is right.. and I was told they'd reimburse me for both.

  

  Business Response

  Date: 01/22/2025

  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, no claims will be paid without prior authorization. Upon review of your file, it was found that this was not the first instance of repairs being completed without authorization of your administrator. Your account was credited a onetime reimbursement of a starter replacement as a courtesy. However, your contract clearly outlines on every page that a claim must be approved by the administrator before reimbursements or repairs are to be completed. 
  
  
  CarShield has no contractual obligation to refund you for repairs completed without prior administrative approval. However, as an effort to resolve this matter, CarShield is willing to offer you a refund of 12 monthly payments for contract(s) MRF3066137 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: 01/24/2025

  I will accept a full years reimbursement but I don't trust them to do that after they lied the first time..please don't close this case until they issue that check. Thank you for your time. 

• Initial Complaint

  Date:01/19/2025

  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.

  Took out Mechanical Warranty with CarShield in November 2024 on my 2003 Chrysler PT Cruiser. In August 2024 i began having mechanical issues with the motor. I took it to a ****** and was told the engine needed to be replaced due to damage to the rods. CarShield was contacted and claim was made. CarShield basically accepted responsibilty (at least they never denied coverage) however they claim they were unable to find a replacement motor or anyone that would rebuild it. This whole process took over a month. I needed transportation so continued to drive the vehicle as it still ran. On Jan. 5, 2024 I was driving when the motor started making noise and just quit. I recontacted CarShield and they sent out a tow truck and towed the car to my home. Since then, nothing further has been done to repair my car. I believe if they can't find a motor or a shop to repair the motor they should at least pay me the value of a motor. When I asked about this they said they do that. They are happy to take my money but tell me they can never pay a loss since a new motor cant be found or repaired due to its age.

  

  Business Response

  Date: 01/24/2025

  CarShield has reached out to Mr. ****** to reach an amicable solution for both parties. Mr. ****** has signed a settlement and release agreement, and will be receiving his refund shortly. CarShield considers this matter closed.

   

• Initial Complaint

  Date:01/17/2025

  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've had coverage with CarShield since 6/20/24.I had a compression test in engine, 1/16/25, and had low compression in one of the cylinders.Called Carshield 1/17/25 and they stated it was not covered, though, engines are specifically covered in my plan, Powertrain Gold, and was told they were when I initially ************ remedy the situation, I would like a full refund of the payments made to them (7x$130), $910.00 to be refunded to me. I find this to be false claims, and the consumer needs to be aware their business practices.

  

  Business Response

  Date: 01/20/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your file based on the review you have provided. The file 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 started, and no verfication of failure has been called in by a repair facility to begin the claims process.
  
  
  As stated within your contract, you would need to have the vehicle diagnosed and have the repair facility call in to start a claim for any review of coverage. The potential concern referenced in your compliant for low compression would need a detailed diagnosis with an engine teardown completed and submitted to the repair facility to be considered for further review. As stated on every page of your contract, no claims will be paid without prior authorization. 
  
  
  CarShield has no contractual obligation to refund you for not adequately following the claims process. However, as an effort to resolve this matter, CarShield is willing to offer a full refund for contract(s) MRF5111782 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:01/17/2025

  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 had car shield until the end of Dec 2024. Sent certified mail canceling with them. In Dec called to report my car being towed. Emailed a receipt end of Dec for reimbursement of towing still have not received. Calling demanding payment for which I cancelled with them. Saying they will call every day

  

  Business Response

  Date: 01/17/2025

  As of 1/14/25, your check has been processed, and will arrive via mail. Please allow 7-14 business days for the arrival.

  -Respectfully,

  Customer Relations

• Initial Complaint

  Date:01/17/2025

  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.

  Had Carshield until the end of Dec issued my towing bill for reimbursement on Dec 11, 2024 still have not received. Cancelled my contract with them through certified mail and not won't reimburse. Calling and harassing now

  

  Business Response

  Date: 01/17/2025

  As of January 14th, 2025, your check has been mailed. Please allow 7-14 business days for arrival via the mailing system. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 01/18/2025

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

• Initial Complaint

  Date:01/17/2025

  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.

  It started Dec. 17th, I have a coverage plan that I pay $129 per month for. Its suppose to cover all, Its the diamond coverage. My car stalled at a light and check engine light came on. I was 2 blocks from my mechanic so I took it right in. Carshield has been giving my mechanic and myself an issue for a month now stating I damaged the car by driving it. My mechanic is stating the car was taken right to him, and is telling them what is needed. They are refusing to pay for the repairs needed. They only want to fix the lifter and the cam, knowing it needs a motor. They are saying the damage was created by me driving it to the mechanic and I should have had it towed. I told them the light came on I took it right in, less than a minute away from where I was. In the contract it says you may have it towed if it breaks down, the car was drivable I thought it was a gas problem. I am not a mechanic I would not have known that driving it 2 blocks would cause the damage they are claiming, that my mechanic does not agree with. I have also done some research and have found that dodge vehicles have issues with the motor. I believe they just do not want to pay. I am very upset as I have not had a car in a month causing my children to have to walk to school in this cold weather.

  

  Business Response

  Date: 01/20/2025

  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 intake file, it was found that your vehicle was driven to the point of failure. As reported by the repair facility, the camshaft lobes were so worn down that metal dispersed throughout the system, resulting in the seize of your engine. As stated within your contract, failure to protect your vehicle in the event of a mechanical breakdown may result in the partial or complete denial of your claim. Seeing as the continued operation of the vehicle had caused the complete failure of your engine, your claim was correctly adjudicated to only have coverage for the cams, lifters, and rockers replacement as a credit towards engine replacement cost's. 
  
  
  CarShield has no contractual obligation to refund you for continuing to operate your vehicle to the point of failure. However, as an effort to resolve this matter, CarShield is willing to offer you a full refund for contract(s) MRF5233252 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: 01/31/2025

  Carshield contacted me separately and asked for the same documents the mechanic had already submitted. He resubmitted them again and we are waiting to hear back, which is why a response to their offer was never discussed or decided upon.