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:01/09/2025

  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

• 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.

  Car shield Company has been very unfair with not communicating with me or my Dealership. The Adjuster ***** ****** needs to be spoken for he has had me waiting on a reply back to see if the dealership can move forward with the repairs to the car.

  

  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 a claim specialist will be reaching out to you shortly to discuss your claim. 
  
  
  Upon review of your file, it was found that delays associated with your claim have resulted from the necessitation of mileage verification needed to progress your claim, as well as getting requested information, diagnostics, appropriate estimation breakdowns, and photos from the repair facility during the holidays. As of 1/9/25 the requested information has been received and claims will be reaching out to move forward with the adjudication of your claim per the  terms of the vehicle service contract.
  
  
  Respectfully, 
  Customer Relations 

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early November 2024 I began getting calls from CarShield saying my automatic payment hadn't gone through. I assumed this was related to my having recently gotten a replacement debit card. On Nov. 7, I answered one of these calls. I said that I'd decided to cancel my service based on what I'd heard about the *** complaint against the company. I was transferred to someone named ****. I expressed my desire to cancel because of the complaint. He told me, in a very unfriendly tone of voice, that the case had been resolved in ********************************** 2023. This is not true since the *** complaint was filed 7/31/24. He was either lying to me or was uniformed. But this made me realize I was making the right decision to cancel.He offered to lower the monthly fee from ***** to ***** But I said I still wanted to cancel. I see that whatever caused the automatic payment not to go through must have been updated because I have continued to be charged. Please cancel my account and provide confirmation. And issue a refund for the three charges dated 11/18/24, 12/05/24 and 01/06/25.And apply any other post-30 day cancellation refund that Im due.Thank you.

  

  Business Response

  Date: 01/07/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 

  We have cancelled your contract, and we will refund you the last three payments via check. Please allow 7-14 days due to the inclement weather we are experiencing in the Midwest. 

  In response to the *** claims, CarShield has issued a statement and I have attached the link down below for your viewing. 

  We are sorry to lose you as a CarShield Customer.

  -Customer Relations 

  **************************************

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:01/06/2025

  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 signed up for H31**34363234333237**H but then turned around and cancelled services. I called twice to confirm it was cancelled and they said yes. Now, they&#**;ve made withdrawals on my account without my permission and say it will take ***** days to get a refund check from them.

  

  Business Response

  Date: 01/06/2025

  As stated on 12/31/24, your check has been sent via mail. However, due to the holiday's, a refund may take up to two weeks to arrive at your home. If you have not received your refund via mail in the next two weeks, please email ******************************** and we will help address your concerns. 

  Customer Relations 

• Initial Complaint

  Date:01/04/2025

  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 purchased a warranty on December 30th 2024. I called three days consecutively to cancel and the agents were defiant with my wishes to cancel. I am really. Outraged by what Ive experienced. I called to cancel and they refuse and my right to do so within first three days of my 30 day. Use of contract.

  

  Business Response

  Date: 01/06/2025

  We have cancelled your policy, and will refund your initial payment. Please allow 7-14 business days for processing. We are sorry to lose you as a CarShield customer. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:01/03/2025

  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.

  The car still doesn&#**;t run. The ******** had it for 4 months and they told me (his mom) that H31**34363234333237**H had inspected the car, but the car wouldn&#**;t start so they told me to drop it back off. Then he said it was an electrical problem and I told him that the car was not running. H31**34363234333237**H sent me information that they put in a new engine in the car and the car still has not been running. I have been renting a car for the last month going back and forth to work. I had my AAA tow truck driver take the car to another ******** and I took it to the 3rd ******** and he would not touch the car. The ******** said H31**34363234333237**H looked at the car. I want them to give me all the money I have put in to them refunded to me or to take my car to a H33****34313232313430H and put the correct motor in my car and pay for it.

  

  Business Response

  Date: 01/06/2025

  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, your contract does not provide coverage for improper repairs. Upon review of your file, it was found that your claim was authorized correctly for covered parts and verified labor per terms of the contract. However, repair facility parts were used to complete this repair, and the repair facility would have liability for any related concerns. For all issues associated with this repair, you would need to return to this repair facility for any type of warranty concerns as the part/labor warranty would fall under the 12/12 warranty the repair facility provided. All other non-related concerns would fall under the normal claims process and would need to be diagnosed and called in following the claims process. 
  
  
  CarShield has no contractual obligation to refund you for improper repairs that would fall under the repair facility's liability for repair. Seeing as your claims far surpass what was paid into the contract and your contract has been voided, there will be no refund due. 

  Respectfully,

  Customer Relations

  
  

  Customer Answer

  Date: 01/10/2025

  Complaint: 22763823
  
  I have reviewed the business' response and am rejecting it because: I have gotten 3 different mechanic opinions that state the issue is with the engine. My engine is under warranty and repairs should be covered. 
  
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/13/2025

   

   AS STATE IN OUR PREVIOUS- For all issues associated with this repair, you would need to return to this repair facility for any type of warranty concerns as the part/labor warranty would fall under the 12/12 warranty the repair facility provided. All other non-related concerns would fall under the normal claims process and would need to be diagnosed and called in following the claims process. 

  Customer Relations

  Customer Answer

  Date: 01/13/2025

  Complaint: 22763823
  
  I have reviewed the business' response and am rejecting it because: I have tried to return to that facility and the facility is refusing to take my vehicle. My car is currently at Whites Muffler & Brakes located at ********************************************************************************* ************.
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/02/2025

  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.

  Ive been paying on a car warranty that is apparently useless. I was told one thing and then comes time I need a repair and suddenly that particular issue is not covered. Called several times speaking to numerous people that said I would need to speak to someone higher up and that that higher up would you call me? I have yet to receive a phone call from that higher up. Nothing has been done to remedy the situation and now car shield is avoiding me like the plague. All I want is my vehicle to be fixed using the warranty that I have been paying for. I truly feel that I have been wronged by this company if you present someone with a warranty and go over that warranty with them and explain to them everything that is covered and that issue comes up why is it suddenly not covered?

  

  Business Response

  Date: 01/03/2025

  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"). 
  
  
  Although your coverage is applicable to a wide range of components, it does not include coverage for any part of the fuel system and would be deemed as a component not listed for coverage. A more extensive list of excluded components and terms may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you for parts not listed for coverage within your contract. However, as an effort to resolve this matter, CarShield is willing to offer you a full refund for contract(s) MRFLC5187875 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: 01/03/2025

  I was never told the warranty excluded anything. Carshield represented themselves and services one way now Im being told another. Ive never seen anything contract related. I very specifically asked questions and was talked into what was supposed to be the top tier warranty. Carshield should go back into our conversation because it was supposedly recorded for training purposes and see that everything Im saying is substantiated. 

  

  Business Response

  Date: 01/15/2025

   

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

  The settlement agreement you requested has been emailed to you and we see that you have viewed the agreement. Once signed, we will issue a check for your full refund. 

  Customer Relations

   

  Customer Answer

  Date: 01/15/2025

  Complaint: 22760576
  
  I have reviewed the business' response and am rejecting it because I have completed the secondary dispute form and will continue to pursue my complaint until the proper resolution is met.
  Sincerely,
  
  *********** *******

  

  Business Response

  Date: 01/15/2025

  CarShield has offered a full refund as explained in the previous responses to your complaint. ******************** will make a determination on your dispute, and until then, CarShield considers this matter closed.

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 01/15/2025

  Complaint: 22760576
  
  I have reviewed the business' response and am rejecting it because: please site where in my policy that it states these parts aren't covered.
  
  
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:01/02/2025

  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 am tired of their marketing with too many spam emsild

  

  Business Response

  Date: 01/03/2025

   

  We have added the email address provided in your complaint to our do not contact list. Please allow 10 days for the request to be processed. 

  Customer Relations