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:10/15/2025

  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.

  Date of Transaction; 8 September 2025 Rental Reimbursement of $391.Vehicle: 2013 Dodge Ram 1. I have engine work done to my 2013 Dodge Ram for which i have a contract with Car Shield that includes rental reimbursement. For what was authorized to be done to the engine, it took 3 weeks to repair, my understanding was that for the engine i was authorized a 14 day rental because of the engine repair. When i submitted my rental receipt they only reimbursed me for 7 days for $ 391. 00. because i was lead to believe doing this process by a couple of agents i was was authorized the 14 days. 2. I have asked on numerous occasions (***** an agent included) for all the paperwork to include inspection reports and pictures that was used to determine what they were authorizing to be fixed on my vehicle. ***** stated that they do not have that information, however, she stated that they used an independent inspector report which seems odd they it was said they do not have the information, but in the next sentence says they used a report. 3. This seems like deceptive practices to me when agents tell you one thing but when you submit the necessary paperwork it is a total different practice. I want this contract cancelled and the remaining ******. I also want all the paperwork that was used to determine the repair to my vehicle.

  

  Business Response

  Date: 10/17/2025

  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 *** 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 for cam and lifter replacement with the engine denied.  There was no cause of failure presented other than top end engine noise/clatter that was shown on video. Since the claim was authorized for cam and lifter replacement as a credit toward the proper repairs/engine replacement the contract only has the obligation to reimburse 7 days of rental. If the engine was authorized for replacement the contract would have been obligated to reimburse 14 days, not the seven that was provided.

  Your contract has paid out approximately $4,792.91 in repair claims, as well as $190.89 for rental expenses on a prior claim. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores AASs commitment to honoring our obligations in good faith. The contract obligation has been met for any rental.  We have attached your contract that clearly states the rental terms on page D2 of D2. 

  Customer Relations

  Customer Answer

  Date: 10/21/2025

  Complaint: 24018159
  
  I have reviewed the business' response and am rejecting it because:

  they have not sent me the documentation I requested that they used to determine how to repair my truck. They mention documentation and video in their response but have not provided to me. This is the classic undermining the customer and not honoring what they advertise. I feel they should reimburse me the total amount for 14 days. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 10/22/2025

   

  In an effort to resolve this matter, CarShield will issue a rental reimbursement for $391.79 with a signed Settlement Agreement. The Agreement can be sent to you via email through DocuSign.  If you wish to accept this offer, please email *********************************************************.

  Customer Relations

• Initial Complaint

  Date:10/15/2025

  Type:Billing 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.

  So I started researching carshield, I seen that there was multiple lawsuits going on and began looking customer reviews after looking into the company I decided to no longer want the policy, I spoke to a representative she told me "hey i can extend it to 15th for you to think about it longer", " i said okay", getting closer to the the 15th of October I still didnt want the policy.Leading up to the 15th of October i got 3 calls all from carshield calling from other numbers not normally called from, the first two sales people said "they were from carshield and wanted to know if i still wanted the policy", I said "no" and they hang up right away when i said, "no". However, "when i said no the third time", the agent said "she would note it on the account that i no longer wanted the policy". Woke up this morning I had a transaction going through my account so I was checking my account, I see ********************** charge my account I waited for the customer service to open up before I called my bank and let them know I never authorized it. I spoke to the representative she claimed that I was on automatic pay ( lies on month bias) at that I authorized it to be taken out on the 15th I never said that we had a conversation that on October 15th 2025 was an extension to think whether or not if I wanted the policy I told her nobody authorized it that's fraud",how are you able to charge my account. She said that the extension was a form of authorization I said no that's not I literally told you I was going to cancel you guys and then I spoke three other agents she claims that those three people had nothing to do with them and they have no ideas of the number that called I was like it's easy to use a different number other than one that you guys are associated with, "it could be an agent using another number to call and when people think that the account is canceled" and they get charged then you guys act confused.This company is predatory do not use them they lie!

  

  Business Response

  Date: 10/15/2025

  Thank you for bringing this matter to our attention. We can confirm that you account has been cancelled and no further payments will be taken from your account. We have also requested 2 monthly payments be refunded to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:10/14/2025

  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 hired a American Auto shield (CARSHIELD) for cover damages in my vehicle ***** Tribute 2006 contract # FLF ******* , date transaction was 2023 amount paid $ *****, any repairs that cover for the Company, them paid at the facility store mechanical, my vehicle stayed in the Lpez Auto repair LLC since Friday October 3 ***** and them refused to pay the reparations. I requested to reimburse to me $ 1000

  

  Business Response

  Date: 10/16/2025

  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 *** 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 vehicle brought to your repair facility for multiple repairs on window regulators and door latches. An inspection was set up and was found that a Lyft sticker was on the windshield glass. Your claim was denied for commercial use without surcharge.

  Further review shows this is the fifth claim with only the first claim having an inspection, which does have the Lyft sticker as well. Carfax shows that this is a one owner vehicle. *** has requested records showing the vehicle has never been used for Lyft. Once those records have been received claim can proceed per terms of the contract. 

  If you wish to cancel your contract, CarShield will refund your payments in full MINUS CLAIMS PAID with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 10/19/2025

  Good morning BBB !  since friday oct 03  l left my car at the Lpez Auto Repair shop and CARSHIELD took 3 days to issue the claim number ******** then on tuesday oct 07 they started the repair of my car in writing* then they set a schedule for a CARSHIELD inspector to go to the shop to verify the damage to my car* then on friday oct ******************************************************************************************** to review the possible repairs to be made. When l didn't receive the call from the adjuster* on oct 11 l called CARSHIELD and I bet from ***** answered* she put me on hold for 10 minutes and the call was disconnected* l called again and Gnesis Castaon from Texas answered telling me that they had cancelled my policy and that they would not make any repairs to my car because according to the CARSHIELD inspector  he saw a Lyft sticker on my car and deduced  that l work for Lyft  and that my car is a commercial one. ******* told me that a Spv was going to call me* she did so after 2 days* that is oct 3  the Spv **** from ******** called me firmly stating that l work for **** and that my car is commercial. After several communications with Lyft * l finally received an email indicating that I didn't have a driver  or rider  account with Lyft * immediately l forwarded that Lyft email to CARSHIELD  : ******************************* then carshield said they responded within a few hours or 48 hours* when they didn't respond* on friday oct 17  l called  carshield again transmitted to me in Spanish m* waiting 15 minutes and the call was disconnected* l called again  at ***** am. and ****** ********* answered putting me on hold 15 minutes* repeating that the policy was cancelled and that they were not going to repair my car* l repeated to her to leave the message with Spv  **** so that she could call me back and so far l have not received any call.  My car has been in the workshop for more than 17 days* l have been receiving slander from Inspector and SPv **** * who work for carshield * l request that you through your intermediary  repair the doors & window to my car and generously acknowledge the expenses l have had to travel to work. Thanks you for your attention.

  

  Business Response

  Date: 10/21/2025

   

  The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. 

  The adjudication of your claim will not change. If you wish to accept the full refund minus claims paid, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 10/27/2025

  I understand that your intervention would be peaceful, but please forward my previous text to Carshield, don't keep it to yourself.  A.-  LF l accept a full refund, how much would it be ?   B.-  what does less claimed paid mean ?   C.- Carshield arranged for the diagnosis to be made to the auto repair shop,  has the auto repair shop already received payment ?   D.-  my car has been in the auto repair shop for 24 days   E.-  Carshield ask me for proof that l have never worked for Lyft, l already gave it to them.   F.-   Carshield ask me for proof that my 2006 ***** Tribute has never worked for Lyft, I'm taking steps to obtain this.  Thanks !

  Customer Answer

  Date: 10/27/2025

  rectifying  :   A.-  lf l accept 

• Initial Complaint

  Date:10/14/2025

  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.

  The merchant is claiming I have to meet 1000 miles and a 3 month waiting period and that my 3 month waiting period isnt until November 7th when it shows differently on my contract and I even called to confirm that I have met my waiting period prior to filing the claim since I made my 3rd payment on October 7th which marks the criteria listed in the contract. They are scamming people out of money for a warranty I would never be able to use according to the criteria they are telling me I have to meet even though I have already met the criteria according to my physical contract with them

  

  Business Response

  Date: 10/16/2025

  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 *** 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. You advised CarShield on 10/9/25 there was a transmission concern with your vehicle and were advised to have your chosen repair facility call in with diagnosis. On 10/14/2025 you were advised of the waiting period.  The waiting period is also explained during the initial sales call and is clearly stated on page D2 of D3 of your attached contract.

  Per review of Carfax report there was a transmission concern that was checked out on 6/4/2024 at mileage ******* so this is likely an long term pre-existing concern. Per the terms of the contract there is a 30 day,1000 mile or 90 day, 200 mile waiting period requirement. As the concern was first reported on 10/9/2025 with mileage listed as ******* this would be 63 days and 336 miles into coverage this concern would fall into the contract waiting period and thus would not be eligible for coverage. This is now considered a preexisting condition for future claim consideration and would require proof you have paid for the repair with a minimum or 12 months and ******* miles elapsed before this concern would be eligible for coverage under the terms of the contract.

  As a resolution, CarShield will refund your payments in full 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

  Customer Answer

  Date: 10/16/2025

  Complaint: 24014164
  
  I have reviewed the business' response and am rejecting it because:
  There was a recall that the dealership said they handled. Besides that I had no other issues with the transmission until the day it broke down. So to my knowledge there was no preexisting condition and when I called before filing the claim I was told that I had met the waiting period of the first initial payment and the two following payments. My car did not drive funny until the day I had to get it towed home because it stopped accelerating while I was driving. 
  
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 10/17/2025

   

  The claim adjudication will not change. 

  If you wish to accept the offer of a full refund, please email *********************************************************. 

  Customer Relations

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty with the business, one of the components listed under my warranty failed on my vehicle. When I filed the claim with Carshield, they denied it and refuses to honor it.

  

  Business Response

  Date: 10/15/2025

  The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the VSC.

  Your claim for a clock spring replacement was correctly denied as this is a part not listed for coverage in your contract.

  Your contract has paid out over $7,000 in repair claims. This demonstrates that you have already received substantial benefits from the contract relating to the premiums paid and underscores AASs commitment to honoring our obligations in good faith. However, as a resolution, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

  
  

  Customer Answer

  Date: 10/23/2025

  Complaint: 24013527
  
  I have reviewed the business' response and am rejecting it because:  As in the mechanic's report, it states that "the horn is inoperative" the horn is covered in my contract without any disqualifiers. I feel that I should be reimbursed $501.44, the cost of the repair minus the $100 deductible. I feel that i am entitled to three days cost of car rental for the three days that I was inconveniencing friends and family and/or taking public transportation, but I have not asked for that as part of my initiating a settlement with your company. I have attached the mechanic's receipt, paid in full.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/27/2025

   

  CarShield and American Auto Shield stand by the adjudication of your claim. 

  CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. There will be no additional offer  due to the amount of claims being more than what was paid into the contract and no refund due. 

  Customer Relations

   

  Customer Answer

  Date: 11/04/2025

  I am rejecting the business's response because:

   

  I want my full amount paid to me.

• Initial Complaint

  Date:10/13/2025

  Type:Service or Repair 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 filing a complaint against CarShield for failing to honor my vehicle service contract. Despite following all procedures and verifying my repair shop was acceptable, Im now being forced to pay over half the cost of a covered repair out of pocket.On Oct. 8, 2025, my vehicle was towed to ElectraTune Auto in ***********, **. Prior to the tow, I called CarShield to confirm the shop was acceptable, and both parties agreed to work together. On Oct. 9, ElectraTune diagnosed a radiator failure and said it required full replacement. A CarShield adjuster inspected the vehicle the next day.I received no direct communication from CarShield. On Oct. 13, the shop informed me that CarShield authorized only partial payment. My estimated out-of-pocket expense is $728.03 on a $1,215.49 repair, despite the radiator being a clearly listed covered component in my contract.CarShield refuses to provide any written explanation or breakdown of the claim, citing "proprietary information," and stated they can only release it to an attorney. They also used internal pricing limits for labor and parts that were never disclosed to me in advance, and they did not notify me they would not accept the shop's rates.Cost breakdown:Tow: $149.00 (only $125 covered)Radiator: $343.44 (CarShield allowed $118.70)Coolant: $54.50 (CarShield allowed $26.70)Labor: $340.10 (1.9 hrs at $179/hr); CarShield allowed only 1.1 hrs for $196.90 Deductible: $100 Total: $1,215.49 | CarShield authorized: $487.46 | My cost: $728.03 This behavior violates the spirit of the contract and appears deceptive. I request the BBB investigate CarShields handling of claims and ensure they provide transparent, fair, and contractually compliant service to customers.Thank you.

  

  Business Response

  Date: 10/15/2025

  The claim at issue related to your complaint was reviewed by an *** 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 claim was authorized for *** part and verified labor for a radiator concern per terms of the contract. The repair facility would not accept shipped in parts and would not match part pricing. They also asked for non-verifiable labor for the repair.

  Repair facility mark *** and non-covered parts, labor, taxes and shop fees are not covered by the contract and would be the responsibility of the owner of the vehicle. However, as a resolution, CarShield will refund your last 10 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature.Please be sure to include your contract number for faster processing. -Customer Relations

• Initial Complaint

  Date:10/13/2025

  Type:Service or Repair 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.

  Ive been paying for the last three months extra warranty on my car. I now had my first problem. I ask car shield if they allow me to take my car into Mercedes for repairs they said yes. I ask if the part that Im taking it in for is covered they said yes. Now I have my car at the service center and I have to come out of pocket to pay for all repairs cause they are claiming they are being overcharged when they told I was covered. This company is a scam and they are playing with people hard earn money. I want a full refund from this business and whatever I have to now pay out of pocket. Please help!

  

  Business Response

  Date: 10/14/2025

  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 *** 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 was authorized for the most cost effective parts and verified labor for radiator concern per terms of the contract. Your repair facility would not accept parts shipped in and part and labor pricing mark *** are not covered under the terms of the contract. The reason the claim has not been paid is due you being unwilling to approve the out of pocket costs necessary to get repairs completed.

  Current authorization amount of $1,462.02 would stand as the contract liability for this repair. You need to approve the out of pocket costs associated with repairs or be willing to move the vehicle to a facility that accepts parts to minimize costs. 

  As an alternative, CarShield can void the authorization and issue a one time payment in the amount of $1,462.02 directly to you upon signature of a Settlement Agreement.  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 10/16/2025

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

• Initial Complaint

  Date:10/13/2025

  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.

  This is a scam, had an issue with my Suburban. Call to schedule an inspection. They recommended 5 different auto shops of which I called and actually visited. There first response was a laugh at all 5 shops. They said its a scam, they never pay them if it was approved. But also said that most all claims they submitted were declined due to unknown reasons. I spent $ ***** in monthly payments and nothing. I called them back and they told me to call around and find someone who would look@ my car. I didnt realize I paid for coverage and they had me try to find a shop that would actually look and analyze my issue. But they also said good luck, there experience with them was they never approve the claim. They called two days later and confirmed that it was denied. This is definitely a scam, dont throw away $1 because they are just a marketing scam that blames all fault on the other company that supposedly does the repairs. Life ***** that marketing companies can **** people into a worthless piece of ****.Thanks for ripping me off!!Think maybe somebody should investigate the reality, not have fake reviews. This is a fraud.

  

  Business Response

  Date: 10/14/2025

  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.

  On 12/14/23 the repair facility called in for unknown issues with noisy lifters, and cooling system leaks from the radiator and various hoses which are not covered by the policy. We were also advised that the vehicle had the Displacement on Demand system deleted, as well as a missing valve lifter oil manifold. These modifications are consistent with exclusions listed in section 19 of the contract, making the claim decision correct.

  One monthly payment has already been charged back to your card. As a resolution, CarShield will refund your last 2 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations
  

  
  

• Initial Complaint

  Date:10/11/2025

  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.

  Carshield is refusing to pay the full amount of labor costs for the installation of a replacement TCM(Transmission Control Module), on my vehicle. Original *** provided by their vendor, was a faulty unit and rendered itself unprogrammable, back in August and had to be replaced. This was a necessary replacement which in turn, entailed additional accrued cost of labor. The additional charge for labor is required to complete the repair properly but Car Shield refuses to pay the amount in full. The statement of charges on the invoice provided by the dealer's repair shop should suffice as a means of evidence to the matter but still Car Shield is only paying part of the invoice. This was not an error on my end and I should not be footing the bill for the remainder of cost of labor for installation on a faulty part provided by Car Shield's vendor. I've tried to resolve this issue with Car Shield however they have not responded. I'll attach screenshots of the emails and a picture of the invoice.

  

  Business Response

  Date: 10/14/2025

  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 repair facility requested more for labor and parts than what the contract could cover based on ******** ProDemand guidelines.

  Your contract has paid out over $7000 in repair claims for this claim alone. This demonstrates that you have already received substantial benefits from the contract relating to the premiums paid and underscores **** commitment to honoring our obligations in good faith. The contract liability has been met. CarShield considers this matter closed.
  

  
  

• Initial Complaint

  Date:10/11/2025

  Type:Service or Repair 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 filing a complaint against CarShield for wrongfully denying a valid warranty claim on my 2014 Jeep Cherokee. I purchased my protection plan in early 2024 and have paid $149.26 per month. The plan was sold as full coverage for major engine and internal component failures, provided I maintained the vehicle which I ****** the end of September 2025, my Jeep overheated and was immediately towed to a repair shop. The mechanic diagnosed a blown head gasket, cracked radiator, and engine damage. The total repair cost was about $14,000, discounted to about $10,500. CarShield approved only about $3,700 for a partial gasket repair and denied the rest, claiming negligence due to debris in the oil. This claim is false. I did not drive the vehicle after it overheated, and my maintenance and tow records were provided. The mechanic confirmed the damage resulted from overheating, not neglect.I appealed and submitted all required documents, but CarShield refused to reconsider. After denying the claim, they still withdrew another monthly payment from my account, even though the car was disabled and the claim was closed.I am requesting that CarShield fully honor the contract, cover the full repair costs, and refund the additional payment. This denial was unfair, unsupported by evidence, and inconsistent with the warranty coverage promised when I enrolled.

  

  Business Response

  Date: 10/13/2025

  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 *** 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 repair facility called ******************** and started a claim for a radiator and head gasket(s) having advised the radiator was leaking from a seam and a block test showed head gasket failure. The repair facility was requesting an engine.  There were 3 codes shown that did not find "extreme" intermix. The vehicle was said to have been towed into the repair facility. *** reviewed the service records submitted and the *** invoice. Two of the service records submitted one dated 8/1/2025 Invoice number- ****** shows ******* miles and  the other dated 4/18/2025- Invoice number-  shows166,370miles  BOTH showed the vehicle had the check engine light on.

  There were also no other records provided showing you ever addressed the check engine light. It is unknown why or if the check engine light was on at the time of this breakdown. An inspection was /requested to verify the failures and the radiator leak was verified but the block testing shown in the videos did not confirm exhaust gasses entering the cooling system. The inspector did write that the engine oil level was high because of coolant in the crankcase but there was no obvious intermix shown. There was also no oil shown being drained from the oil pan so it is unclear if there actually was coolant intermix at all. The inspector also noted the electric cooling fan did not activate while testing was performed. It is possible the check engine light was on due to an issue with the fan, a thermostat, or other cooling system issue.

  By your own admission, you first noticed the issue with your vehicle on 9/21/25, which is 3 days prior to the vehicle being towed from a residential address that does not belong to you. The claim moved forward with head gaskets and the radiator being authorized for replacement. The adjuster denied the engine citing continued operation.  Your claim was reviewed again by escalations and the escalations adjuster upheld the partial authorization and engine denial for the same reasons cited by the adjuster.

  American,  *********** has authorized $3746.70 towards your claim. As an alternative, CarShield will void that authorization and issue a one time payment to you in the amount of $3746.70. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 10/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and I accept.
   
  Sincerely,
  
  ******* *********