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:01/13/2025

  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.

  In October 2023, my car, a 2014 **** Focus, was brought to ****** Auto Sales and Service at ************************************** {a repair shop recommended by CarShield}. They diagnosed the car and said the transmission was faulty and needed to be changed. I don't have any paperwork on that, it was word-of-mouth, but they faxed the information to CarShield.CarShield refused to purchase a new transmission which was a $600 difference from the used one. Instead, they bought a used transmission and told ****** Sale and Services to install it. We got back the car in January 2024. By October 2024, the car was acting up and not safe to drive. CarShield was notified again, and the car was brought to ************** at **********************************. Park City **** made a diagnosis on the car and found the clutch in the transmission was faulty. CarShield refuses to fix it stating that it is in the contract that they don't fix clutches, it is considered normal wear and tear. However, automatic vehicles have clutches that built into the transmission of the car so when they changed the previous transmission, they installed a used one with a faulty clutch. That is not normal wear and tear.We tried tirelessly to explain to them the point that the clutch wasn't the car's original clutch to begin with as they installed a used transmission with a faulty clutch. However, they refused the repair and told **** that I should stand the expense of fixing it which is over $3600. If they had bought and installed a new transmission, this issue could have been avoided. Now, I have been out of a car since last October 2024. My daughter, whom I share the car with and is a caregiver, has also been unable to work with no car for months, which has been really difficult.I have attached a copy of the invoice from **** which I had to pay out of pocket for the diagnosis. I have also attached a confirmation email from CarShield for the start of the coverage.

  

  Business Response

  Date: 01/14/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was found that the main cause of concern for your vehicle was reported to be the clutch assembly. Although your Vehicle Service Contract provides a wide range of coverage for many components within your vehicle, the clutch assembly is listed within the general exclusions from coverage within your contract. A more extensive list of excluded components may be found within your VSC. 
  
  
  CarShield has no contractual obligation to refund you for components directly listed as excluded from coverage within your VSC. Due to the fact that  the amount authorized for previous claims far exceeds what was paid into the contract, there will be no refund due. 

  Respectfully, Customer Relations 

  Customer Answer

  Date: 01/23/2025

  Complaint: 22803528
  
  I have reviewed the business' response and am rejecting it because: CarShield VPC states that they don't cover

  "MECHANICAL BREAKDOWN OR FAILURE:

  THAT RESULTED FROM NORMAL OPERATION AND USE (DUE TO VEHICLE
  MILEAGE AND/OR AGE) SUCH AS, BUT NOT LIMITED TO: VALVE
  GUIDES, VALVES, PISTON RINGS, TRANSMISSION CLUTCH PACK
  DISCS AND BANDS, OR UNLESS WORN BEYOND MANUFACTURER
  TOLERANCES;" 

  This is the only clause in their VPC that denotes not repairing a clutch and they have stipulations attached to it which are "MECHANICAL BREAKDOWN OR FAILURE:
  THAT RESULTED FROM NORMAL OPERATION AND USE (DUE TO VEHICLE
  MILEAGE AND/OR AGE)". 

  However, the issue with the clutch is NOT an issue from normal operation or age of the vehicle (as is stated as the requirement for exemption according to CarShield), as the transmission (including the clutch) had been changed by CarShield 7 months (see documents attached form ****** Auto) before I brought the vehicle back again for repair. This repair was determined to be a need to change the clutch and all associated components in the same transmission that was supplied by CarShield and installed in my car 7 months earlier.  I have also attached a typical lifetime of a clutch in a **** transmission which goes from ****** to *******. However, the clutch in the transmission provided by CarShield failed in only 5630 miles. If CarShield had installed a properly functioning transmission (which includes the clutch), we should not have had a failure so shortly after the swap. They should be required to divulge the mileage on the transmission that they put into the vehicle (and show documentation of this fact) to determine if they put in a clutch at the end of its lifetime and now have left the burden of replacing it on me. The work order for the transmission replacement clearly states that it was a used transmission installed. The document for the work order on the transmission replacement is attached.

  According to CarShield's website as well they state"

  "Any remanufactured or used part will have about the same or fewer miles on it than the vehicle's odometer reading at the time of service."
  
  "Most repairs will get at least a 12-month and 12k mile warranty. Some repairs will get a longer standalone warranty." -None of these considerations have been applied to my issue. 

  On these grounds I reject their response.

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

  Customer Answer

  Date: 01/23/2025

  I am attaching pertinent documents for my rejection of the business' response.

   

  Thank you.

  

  Business Response

  Date: 01/24/2025

  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 

• Initial Complaint

  Date:01/13/2025

  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.

  It was November 11th I believe when I gave the shop my car and they had it for one week and said they were working on it and they gave me a rental car through enterprise when they gave me the rental they told me I have until they finish with my car to return the car the week after they contacted me and said I have 7 days with the rental I said ok on the 16th I came to return the rental a few days early because I had a trip regarding family and I didnt want to be left with any overtime payments but enterprise told me that I dont have a set date to return the car because carshield still had my car so I ended up leaving the car for two weeks to go on a trip and it wasnt being used when I came back enterprise said I owe 800 dollars on the rental vehicle and they said carshield didnt let them know I had a set date until after I left for my trip then I went to get my car back from the shop and they didnt resolve the problem but ended up making it worse so I brought the car to another shop and they have had it for another month and still no progress with the car and they are asking 1200 to fix my headgasket plus the 800 I already paid for the rental and the 140 I pay a month for that he service I cant afford it and they said they wont work on the car until I make a payment so I was recommended to the BBB to seek any form of help for my situation I have been walking to work and school or asking for rides in cold weather because my car has just been sitting when I was told in contract it would be cheaper and easier.******** D

  

  Business Response

  Date: 01/15/2025

  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 result of this investigation indicates that rental coverage was correctly applied to the claim according to the terms of the Vehicle Service Contract. 
  
  
  Upon review of your file, it was found that the out-of-pocket expenses associated with your claim are due to you exceeding the allotted authorization of rental coverage long after it has expired. As stated within your contract, rental coverage shall not exceed 7 days per your claim type. The *** has no coverage past the seven days that were authorized and would be considered your responsibility.  A more extensive list of terms and conditions regarding rental coverage may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you for exceeding your allotted rental authorization. Due to your administrator's authorization for your claim far exceeding what has been paid into the contract, there will be no refund due. 

  Respectfully, 

  Customer Relations 

  Customer Answer

  Date: 02/01/2025

  It has been three months now and they still have my vehicle in their possession untouched 

  Customer Answer

  Date: 02/10/2025

  I would like my car fixed the.  The auto repair shop has had my car  for four months and my car still isn't fix.  I was last in contact with Carshield  two weeks. 

  Customer Answer

  Date: 02/10/2025

  I took my car to two shops, the first shop stated that they do not have a technician to do the repairs Carshield inspector came to the first shop, but I am unsure if any has been to the second to check my car out. .  The second shop stated that I had to pay first before they worked on the vehicle. Carshield did approve the repairs for both shops. 

  

  Business Response

  Date: 02/11/2025

   

  Please contact us should you need further assistance. 

  Customer Relations

  Customer Answer

  Date: 02/25/2025

  I accept the business position

• Initial Complaint

  Date:01/12/2025

  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.

  My truck has been in the shop (auto pro, **** st. Alcoa,** ************) for almost 2 months, the majority of the time waiting on car shield to give a decision on whether they would cover the vehicle or not. Car shield has said they need more pictures for weeks and weeks now. I have made a 3-way call with car shield on one end and 3-way the shop, car shield gave the shop the direct email address of an adjuster named **** and promised that it would be resolved within 24 hrs. It wasn't. That was 2 weeks ago. I have been told of multiple occasions car shield would put me on hold and say they called the shop and had everything they needed and every time they would say they needed another video or picture. I literally had to **** to the shop and call car shield and put them on the phone. STILL NOTHING. I have left a review on trust pilot, they responded and said they would resolve it, NOTHING. And on top of it all, I have got laid off and can't go back to work until I have a vehicle. They also will not release my vehicle so I could at least limp it to work to keep from losing my job but they would not release once they started until a decision was made. Please help

  

  Business Response

  Date: 01/14/2025

  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 the claim still needs verification of the failure and a photo of the *** number to ensure the vehicle is actually the one under coverage. The failure can be verified by submitting photos or videos of the failed timing components.
  
  
  As stated within your contract, no claim may be forward without a proper identification of the cause of failure and an appropriately documented estimate. The repair shop has been informed of what has been needed on several occasions. Until proper documentation and photos are provided, your claim will be considered inactive. However, as stated within your contract, you are free to move your vehicle to another repair facility that is able to obtain the requested information so that your claim may be moved forward.
  Respectfully,
  Customer Relations 
  
  

  Customer Answer

  Date: 01/14/2025

  Complaint: 22801930
  
  I have reviewed the business' response and am rejecting it because:
  
  That's the EXACT same response I have got everything I have called and almost word for word the exact same response that was left on my reviews on trust pilot repeatedly.  I spent an hour on the phone with the shop today. They are just as frustrated as I am cause my truck has been taking up space in their lot and there seems to be no end in site. So how exactly would you responding by telling me that you need more picture when I stated that the whole problem is that your answer every time is "we need more pictures" that's the problem. We have sent them over and over and over and your answer is always "we need more pictures " it's almost insulting that your response is exactly what the complaint is about. Please do better
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 01/15/2025

  As far as them saying that I could move my truck to another shop. Well what they are not mentioning Is that I would have to pay the diagnostic fee of $185 that I can't afford cause I got laid off over this

  

  Business Response

  Date: 01/16/2025

   

  CarShield has been in touch with Mr. ***** and we are working on a resolution to this matter. 

  Customer Relations

   

  Customer Answer

  Date: 01/17/2025

  Complaint: 22801930
  
  I have reviewed the business' response and am rejecting it because:
   Even though they have made contact with me the issue is still not resolved. I feel better about the chances of a positive outcome, at this time, I am still having the same issue. They still haven't made a decision on my vehicle because they are still saying they need more pictures so no the issue is not resolved. 
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/10/2025

  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 submitted a claim that was denied and I am not very happy with this. I was told my policy doesn&#**;t cover the repairs needed on my vehicle.

  

  Business Response

  Date: 01/13/2025

  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"). 
  
  
  Based upon the review of your file, it was found that the cause of failure was identified to be the *** module. Although your contract provides a wide variety of coverage for many components, the *** module is not listed for coverage, and would therefore be your liability per the terms and exclusions of your VSC. A more extensive list of excluded components may be found within your contract.
  
  
  CarShield has no contractual obligation to provide a refund for components not listed for coverage. However, as an effort to resolve this matter, CarShield is willing to refund six monthly payments for contract(s) MRF5072357 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft your agreement for your electronic signature. 
  
  
  Respectfully,
  Customer Relations 

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was being repaired. I rented a car so I could go to work. After the car was in the shop for 2 wks, I submitted my rental invoice. They denied my reimbursement. Never did they say that I was not going to get reimbursed f F or the rental I paid for. This is not what was said by a representative. This is not right. This company does not do fair business. I was told that I would get reimbursed. Now they are going back on what they said before.

  

  Business Response

  Date: 01/13/2025

  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 results of this investigation indicate that rental coverage was correctly applied to the claim according to the terms of the Vehicle Service Contract ("VSC"). 

  
  Based on review of your file, the reimbursement was correctly denied as all coverable rental days were already authorized for seven days and covered by the contract. There will be no additional rental coverage as all rental days have been maxed for your claim type per the terms and exclusions of your contract. A more detailed list of rental coverage terms and exclusions may be located within your VSC. 

  
  Respectfully,
  Customer Relations 

  
  

• Initial Complaint

  Date:01/10/2025

  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 consistently receive email spam from this company. I have done no business with this company ever, and have no desire to do so. How they got my email is beyond me, but I never gave any permission for them to send me solicitation emails.

  

  Business Response

  Date: 01/13/2025

  Your email has been blocked as of 1/13/2025.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:01/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to have my vehicle serviced for a covered problem. My policy clearly states coverage of all lubricating parts. Yet they denied my claim. My vehicle was diagnosed with an engine seal leak.

  

  Business Response

  Date: 01/14/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was found that the main cause of mechanical failure was a result of the rear main seal leak. Although your contract provides a wide range of coverage for the components of your vehicle, failure to temp sensors, sway bar end links and seals/ gaskets on a standalone basis are considered excluded per the terms and exclusions of your VSC. A more extensive list of excluded components may be located within your contract.
  
  CarShield has no contractual obligation to refund you the denial of excluded components listed within your VSC. However, as an effort to resolve this matter, CarShield is willing to offer you a refund of six-monthly payments for contract(s) MRF3175615 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:01/09/2025

  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 signed up for a H31**303835363538**38H with H31**34363234333237**H and when I needed repairs on my vehicle, H31**34363234333237**H denied my claim. I do not understand why I would be paying out of pocket for a H31**303835363538**38H when it doesn&#**;t cover anything when I actually need it.

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  As stated within your contract, you must ensure that you keep a record of all maintenance longs. If you cannot provide maintenance records, logs, and/or receipts, we may deny coverage for a breakdown. Your claim was adjudicated correctly per terms of the *** as no service records have been able to be provided to show that the repairs were performed prior to the purchase of your contract. Your claim has authorized repairs for the transmission cooler lines and oil pan gasket only as we do not have the appropriate and necessary service records to accept your claim. 
  
  
  CarShield has no contractual obligation to refund you for not providing service records deemed necessary per the terms and exclusions of your contract. If you are able to obtain such service records, please forward them to ******************************* and we will review the documents. However, there will be no refund due at this time. 
  Respectfully,

  Customer Relations

• Initial Complaint

  Date:01/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/2424 My car was taken to the mechanic because of issues with shifting, my mechanic discovered after full inspection and driving it that the transmission was bad. He made a claim with Car Sheild, they in turn sent an adjuster down to look at the car and speak with the mechanic. My car has been sitting at the repair shop since then, and claim has been cancelled due to lack of video of what the car is doing, and the car shield requested photos. My mechanic submitted everything but video. I want my car fixed, and I don't understand all the video and pictures and etc. if this is covered underneath my warranty why does all this have to be done. It has been two months.

  

  Business Response

  Date: 01/13/2025

  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 there is no replicable failure the repair facility has been able to verify for the transmission. 
  
  
  In order to move forward with your claim, your repair facility needs to provide the requested diagnostic information and video showing the slipping transmission before the claim can be completed. Without a proper estimate or verifiable/duplicable failure, your claim will remain pending. 
  
  
  CarShield has no contractual obligation to refund you for the repair facility not providing the necessary documentation and demonstration of failure needed to progress your claim. However, as an effort to resolve this matter, CarShield is willing to offer you a refund of 12 monthly payments for contract(s) MRF3632511 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: 01/14/2025

  Complaint: 22789285
  
  I have reviewed the business' response and am rejecting it because: I will reach out to my mechanic and obtain the information you are requesting again.
  
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/14/2025

   If you are unable to maintain the appropriate documents requested, CarShield is willing to offer you a refund of 12 monthly payments for contract(s) MRF3632511 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.

  Customer Answer

  Date: 01/15/2025

  Complaint: 22789285
  
  I have reviewed the business' response and am rejecting it because: I want to keep my policy with Car Sheild.
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car became disabled and had to be towed to dealership, ********* in ************. I have an extended warranty with Car Shield. AFB3833102 platinum.Car Shield has been irresponsible about maintaining contact with the service station. I left *** today, January 7th, 2025. They showed me they gave Car Shield what they asked for. I called car shield and asked them to call **** They called me back and said that nobody answered the phone. I had just left the service department and there was about six representatives there.In.The meantime, there has been no progress on my vehicle since december twentieth two thousand twenty four.

  

  Business Response

  Date: 01/08/2025

  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, non-covered parts/labor/fees would be considered your responsibility following the authorization of your claim. Your VSC liability has been met, and the claim will be paid upon your approval of the out-of-pocket cost and final invoice submitted by the repair facility. All additional delays have been attributed to the repair facility not providing documentation as requested. Your administrator has reviewed all necessary documents and waits for your signature to progress to the final stages of the payment process within your claim. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 01/09/2025

  Complaint: 22780075
  
  I have reviewed the business' response. As I was typing this, Car Shield called me. The claim was accepted, in part. They said I am responsible for $957.00. If this is all it is, I am okay with it. What I fear are hidden charges. I dont understand their technical language. I thought all I wads responsible for was the deductible??
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/10/2025

  As stated within your VSC, you are responsible for paying any amounts not covered by your contract, including but not limited to the deductible, for each visit to the repair facility. Any amount that exceeds the authorization made to the repair facility by your administrator will be considered your responsibility.

  In order for your repair facility to be paid for the authorization of covered repairs, you must agree to pay for all out of pocket cost's that are not covered as outlined within your Vehicle Service Contract. Your claim will not progress until your authorization is given.  A more extensive list of terms and exclusions may be located within your contract.  I have attached a copy for your convenience. 

  Respectfully,

  Customer Relations