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:09/19/2024

  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.

  Ive been trying to cancel my car shield. Ive called these people for over a month and I get no answer. I called **************** to have them put a stop payment on my account. They did but then reversed it back. Im ****** I cant believe this and I was stuck on the freeway trying to call to get my free towing that they said I had no answer. Please help

  

  Business Response

  Date: 09/20/2024

   

  Your contract was cancelled as requested on 9/19/24.

  We are sorry to lose you as a CarShield customer.

  Customer Relations

  Customer Answer

  Date: 09/23/2024

  To whom it may concern,

        I want the ****** that you all took out of my checking account when I tried to cancel this over a month ago and I just tried to cancel it again and the person on the phone kept talking about my policy how great it was and would not let me cancel so I hung up on her just give me my money back 

  

  Business Response

  Date: 09/25/2024

   

  The last payment will be refunded. Please allow 7-10 days to receive your refund. 

  Customer Relations

• Initial Complaint

  Date:09/19/2024

  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.

  Okay, I have to make everyone I can, aware of a huge ripoff to avoid. I have been paying $ ****** per month to Carshield to insure my car repairs for the past going on three years. Several months ago, my car broke down. The company towed me twice and their service centers have been messing me around on repairing the issue even though it is obviously the alternator. It has now broken down for the thirteenth time leaving me, a disabled veteran with one leg stranded in 100 degree weather and in danger due to health issues. The estimate for repair is over a thousand dollars. They are telling me that they will only cover about $ ****** of the bill. I have a $ ****** deductible but now have to cover the rest of the bill out of pocket. This is one of the biggest scams out there and I would recommend to all that they never use this company. They are dishonest.

  

  Business Response

  Date: 09/24/2024

  Thank you for bringing your concerns to our attention and for 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 AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your adjuster did not fully authorized the claim because they have not received your authorization for the part option.  American Auto Shield has ready to authorize the repair but your repair facility was going research a lesser cost part option and they never called AAS back.

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

• Initial Complaint

  Date:09/18/2024

  Type:Product 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 asked to cancel my warranty and they refused to give me a refund. The Carshield location is @ ****************************************

  

  Business Response

  Date: 09/19/2024

   

  Based on the name, phone number and email address provided in your complaint, we are unable to locate your contract. Please email ******************************* with your contract number so that we can properly address your concerns.
  

  We look forward to hearing from you.
  

  Customer Relations

  Customer Answer

  Date: 10/07/2024

  My contract number # **********

  

  Business Response

  Date: 10/08/2024

   

  CarShield is located in ********, not ********* 

  Please send your contract number to ******************************* so we can further investigate the cancellation and refund. 

  Customer Relations

  

  Business Response

  Date: 10/17/2024

   

  Based on the name, phone number and email address provided in your complaint, we are unable to locate your contract. Please email ******************************* with your contract number so that we can properly address your concerns. Furthermore, CarShield is located in ********, not ********. Perhaps you have a contract with a different company that uses ******************** as an administrator. 
  

  We look forward to hearing from you.
  

  Customer Relations

  

  Business Response

  Date: 10/25/2024

  The contract number you have provided is not a CarShield Contract. Carshield considers this matter to be closed. 

  Customer Answer

  Date: 11/21/2024

  an05815207 is my policy number. The person who signed me up was Efia. 

  

  Business Response

  Date: 11/22/2024

   

  CarShield contracts come with a 30 days free review period that you can cancel if you choose not to keep coverage. You are far past the 30 days mark. 

  As a courtesy, CarShield will refund your last 2 payments upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:09/18/2024

  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 have Car Shield/********* **** ****** my contract Powertrain Gold coverage: ********** and called to get a approved service center because the ones I went to, *** Dealership and ******** *** ******* car certified mechanics said car shield does not pay, and now you are refusing to cover my car!!!!! This is dishonest....
  
  See attached PDF I downloaded coverage from your website on exact contract Powertrain Gold coverage: **********
  
  FTC says ********* didn’t cover car repairs as advertised

  Customer Answer

  Date: 09/19/2024

  Please add the FTC Fraud complaint to case. See attached

  

  Business Response

  Date: 09/25/2024

  Thank
  you for bringing your concerns to our attention and for the opportunity to
  respond. ******** **** ****** ("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 AAS Senior Legal
  Claims Specialist (“Specialist”), who is an ASE-Certified Master
  Mechanic.  Based upon all available information and documentation and
  pursuant to the terms and exclusions of your contract, the Specialist
  determined the claim was adjudicated correctly. Your claim is approved for 2 ignition coils, a window regulator and u-joints. No other issues were called in on claim. There was some initial confusion on the coverage on the contract but that was resolved by claims quickly in the process and your deductible was waived as a courtesy for issues. ******** **** ****** is awaiting final invoice to be sent in for payment.

  If
  you have any additional questions regarding your claim, please contact AAS
  directly at ************. As the contract
  administrator and obligated party under the contract, they will be happy to
  answer any additional claim questions you may have. 

  Customer Relations

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the ********* auto warranty business in reference to complaint ID ********, and find that this resolution  deceitful, painful, fraudulent acts is not satisfactory to me becuase I had to force final payment, after forcing approval per contract as documented in written communications and multiple witnesses. However ********* and ******** **** ******, same company, denied all initial claims per contract, refused auto work, auto center payment, refused to honor contract plain english disignations, argued with mechanics and shop over coverage and payments, refused to pay when car was done. 
  
  Ask ****** at ******* Car Center, manager about said multiple incidents, listen to all recording and look at my emails and I still have ending documentation that supports all of these statements. 

  A so called customer service rep from car shield called me last night, after I sent another email, see blow, and said I should be happy, this is a "WIN" and I am lucky, instead of saying we broke a contract and was deceitful in dealings right to the end. Instead of honoring the car warranty contrect from the beginning

  If any further documentation is required please let me know?

  
  

  "On 09/25/2024 2:51 PM EDT ***** ****** <*****.c.******************> wrote:
  
  I went to pickup my car when I was called by ******* Car Center that Car Shield chose, and the car was finished but Car Shield would not pay auto center. I was told to wait until tomorrow so I will go back tomorrow at 1pm EST
  
  *****"
  
  

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

• Initial Complaint

  Date:09/18/2024

  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.

  We got a plan for our truck, and when we had a breakdown of a "covered component" we took it to one of their authorized repairs shops. We knew we had a $200 deductible, but what they don't tell you is even if it's a "covered component" they apparently don't cover the cost of parts. They don't even cover the full cost of labor. On a job that totaled over $1,100, they only paid $392 of it, making us have to come out of pocket over $800, plus an additional $200 for a deposit on the rental, which we needed to get because it took them forever to approve the claim and pay the shop.

  

  Business Response

  Date: 09/23/2024

  Thank you for bringing your concerns to our attention and for 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 AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The invoice received from your chosen repair facility contained part pricing mark **** additional diagnosis time and non-verifiable labor which are not covered under the terms of your contract and would be valid out of pocket costs. The rental was authorized correctly and contract liability has been met for repairs.

  ******************** has authorized more than you have paid in premiums, therefore there is no refund due. 

  Customer Relations

• Initial Complaint

  Date:09/17/2024

  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've got the policy from car shield to help me with any problems with my truck. I just finished paying it off up. 6 months later. I had problems with my truck. I took it into the shop like they asked me to do. I wasn't supposed to pay for anything. All it was supposed to come out of my pocket was supposed to be only $200 to do the repairs. I took it in and it ended up to cost me $320 to get my truck out. That car shield was supposed to pay for it and never did. I called them and questioned them. They were supposed to reimburse me and they never did. So I spent 6 months at $200 a month to have the policy. When something happened to my truck, they were not there like they advertised on TV and what they told me. So at this time I would like to have at least have my refund back or repair my truck and then I won't deal with them anymore. But I can't get any help from now. Every time I call to talk to them. They hung up on me. The last time I talked to somebody they talked about refunding me my money and never did of course, they all say we don't know anything about. So if there's anyway to help me that would be great, I wouldn't appreciate it very much. Thank you.

  

  Business Response

  Date: 09/23/2024

  Thank you for bringing your concerns to our attention and for 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 AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. It appears that repairs were never completed due to the out of pockets costs. AAS has not received a final invoice for the repairs either.

  As a resolution, CarShield will refund the authorized amount $(864.40) and send the check to you directly, upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:09/15/2024

  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.

  Im n September 6, I requested my car be towed to a repair facility. I asked for a list of mechanical providers in my area. They send me several, went down the list calling each mechanic, picked the once they could do a diagnostic soon. Spoke with the mechanic and then called Carshield for a tow to the mechanic. The tow driver was late but took the car to the mechanic but left the car outside the mechanic gate because he claimed the gate wasnt open but he send me pictures showing otherwise. He also saw someone going in the gate but failed to make contact. This is so much to type, the following is talk to text..gonna give that or we dont know that were not gonna give you that she said we dont have the information just chaos is chaos and so I looking up the company through the state of Texas and department and got information from there now you know two weeks later my car doesnt have a key is at the mechanic shop and my bill is due again and I dont want to pay another month until this is resolved . I just need my car fixed. I need car shield to accept like responsibility or something for all this stuff that has happened. I have all the pictures from all the total drivers every last one have all the recordings of people of all conversations of my driver information except the driver from what I had to think. I shouldnt have to pay this bill because my car is in limbo with people who have been in capable of properly getting or doing what they were supposed to do, but I was still using people that Carshield referred me to tow and repair my car, now the bill is almost due again and this is not fair. It is not fair. Doesnt make any sense and its not OK. This is not OK. Please provide a direct number to resolve this, email me or call ************

  

  Business Response

  Date: 09/17/2024

  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.
  
  Upon review of your complaint by our AAS Senior Legal Claims Specialist (Specialist),who is an ASE-Certified Master Mechanic, our records do not show that a claim for your shut on and off issue was filed by a repair facility.  Furthermore,when you purchased the Powertrain Gold protection plan on June 23, 2024, the recorded miles at that time were 143,019. Yet, the mileage reflected ******* when we received a vehicle history record on August 31, 2024.  There is an obvious and major discrepancy in the inception miles, which also disqualifies your coverage.
  
  As it pertains to the key fob, the Roadside Protection Endorsement specifically states you are responsible for misplaced or broken keys, and the cost of new keys is not covered.  We have no obligation to cover the key fob.  
  
  With all being said, CarShield understands your frustrations and is willing to fully refund your payments upon the execution of a settlement agreement and release.  If you wish to accept this offer, please email *********************************************************.  We will then draft agreement and send for your electronic signature.
  
  Customer Relations

• Initial Complaint

  Date:09/15/2024

  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.

  July 9, 2024 To date I have paid car shield $6,192.00, and they continue to draft my account monthly Obtained this service because radio commercials, tv commercials, & internet ads making claims - Covering issues ranging from engine and transmission failures, to starter problems, and fuel pump breakdowns. I Called and asked about having my engine light on, the representative gave me a list of shops in my area - never mentioned to me to have it towed there, I was told I would be provided a rental while it was being repair. So the truck started driving more and more rough, not starting, hesitating, etc. I called the shop closest to me scheduled an appointment - dropped it off July 9th. I called the shop back in a few days they told me - they was waiting on an adjuster from Car Shield to come take a look at it - the shop said we will call you once the adjuster comes - well a couple of weeks went by no call from nobody. I called car shield several times - my first call to them - the representative told me that they do not talk to customers about their *********************** - THE CUSTOMER ********************** line doesn't speak to customers. Asked to speak to a manager, then was told they did not have mangers to speak to customers. Called ******************** a few more times and they kept saying the adjuster is going to the shop - by this time it is a month. One time a person from car shield called and assured me they would send an adjuster before the week was over. No call from anyone and now it had been over a week - I called the shop and I was told the adjuster told them they will need to get someone to tear the engine down - NO ONE ADVISED ME OF THIS. SO needless to say I haven't heard any more from Car shield and when I call the shop they tell me there has not been an adjuster there and they have another car that car shield has been given that person a run around for months too. 2 months and not even a diagnosis is ridiculous!!! And I HAVE NO VECHILE - and no idea when I will

  

  Business Response

  Date: 09/17/2024

  Thank you for bringing your concerns to our attention and for 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 AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determine a claim decision has not been made and is pending verification of failure via RDI to determine if piston to valve contact.  The cause of failure reported by your chosen repair facility is a timing chain failure and the repair facility is trying to replace the whole engine with multiple suggested parts on the estimate. The only failure demonstrated at inspection was deflection in the timing chain due to a failed timing chain tensioner. Your vehicle was driven in for repairs with an active check engine light illuminated so continued operation could factor into the decision and limit coverage to initial cause of failure.  The claim decision would be pending verification of failure for claim movement following normal claims process.

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

• Initial Complaint

  Date:09/14/2024

  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.

  On Sept. 9th 2024 I opened a claim with Carshield to replace my AC compressor in my 2008 **** Explorer. Claim number: ******. Carshield had the choice to use a part that the repair shop had or use their own part. Carshield elected to use their part and ship it. Carshield provided me with a rental car for 7 days. My shop received the part on 9/11/2024 only to determine the wrong part was sent. Carshield was advised of the mistake and carshield stated that they would make a decision as to send a replacement part or use the part the shop had. Carshield stated they had 24 hrs to do so and would follow up with myself and the shop at 3pm MST on 9/13/24. Carshield never followed up or provided any updates. Carshield refused to extend my car rental. The extension was required due to repair delays caused by carshield sending the wrong part. Carshield constantly failed to provide updates and allow me to speak to management. One carshield employee told me that he "was the highest person in the company." Carshield advertisements promises "stress-free and hassle free repairs." Carshield had failed to provide even a covered repair.

  

  Business Response

  Date: 09/16/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. ******************** ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield. A new part has already arrived at the repair facility and being installed, we have also upped the rental from 7 days to 9 days due to the issues.

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 

  Customer Relations

• Initial Complaint

  Date:09/14/2024

  Type:Product 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 cancelled my contract with them over the phone. The next week they auto-charged my account for ******. I called them about that and they said there was no record of the cancellation and would not refund my money. Even though the payment is an upfront monthly payment. They could have refunded the money without me benefiting from me using the service.I am asking the BBB to help me with this refund. Thanks.

  

  Business Response

  Date: 09/16/2024

   

  Although, we have no record of you calling to cancel your contract, we have refunded the last payment and have cancelled your contract. You will receive the refund in 3-5 business days. 

  Customer Relations

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************