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:12/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im paying CarShield for a mechanical auto insurance. My vehicle had a mechanical failure, and CarShield will not cover it. Which they are supposed to. They are denying the warranty based off an unwarranted note on the vehicles service records. They are manipulating the note to deny coverage. They are false advertising to people, taking their money monthly & then not holding up to their coverages. We dont have place in this world to support *******************

  

  Business Response

  Date: 12/27/2024

  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 outlined within your contract, any mechanical issues that exist prior to the inception of your contract or during the waiting period are deemed pre-existing conditions and will not have coverage. Upon review of your vehicle service records, it was discovered that approximately 2 weeks prior to inception that you had a concern about the transmission and no active steps were taken to resolve the mechanical issues. A more extensive list of exclusions may be located within the "General Exclusions" section of your contract. 
  
  
  CarShield has no contractual obligation to refund you for mechanical failures that have occurred during or prior to your waiting period. However, as an effort to resolve this matter, CarShield is willing to refund your contract(s) MRF5219794 in full 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:12/23/2024

  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 needed repairs done on my vehicle and Carshield will not honor my contract and pay for the repairs.

  

  Business Response

  Date: 12/27/2024

  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"). 
  
  
  The failure reported at the start of the claims process was identified to be the wheel bearings. External wheel bearings would not be considered an item listed for coverage per the terms and exclusions of your VSC. A more extensive list of exclusions may be located within your contract.
  
  
  CarShield has no contractual obligation to refund you for repairs not completed due to the failures not being listed as coverage. However, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MRF4993987 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:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of coverage February 2024 - August 2024 Dates of incident- May 2024 - August 2024 I started my premium plan with carshield for my 2012 VW Tiguan S. I had no prior issues with my *** until I drove to ******** and back 3 times. During this time period I had the coverage! After the last trip I noticed small amounts of oil in the driveway. Contacted carshield and was told to have the *** towed to one of the shops on the list. Found the shop called First choice Auto Repairs and started the claim process on having the oil leak fixed. The shop had the *** for an entire month before saying the *** was fixed. No rental was provided THAT time. Got the *** back and it still was leaking oil. Contacted carshield again and was told to return the *** to the shop. So I did. After 2-3 weeks later the shop calls says the *** is ready. Get the *** back and its STILL leaking oil, more this time. Contacted carshield again!!! Was told to send the *** BACK to the same shop. Did. Got the *** back and it was still leaking oil. Was told AGAIN to return it to the shop. DID. Now my *** wont even start. Carshield claims they have no responsibility in the matter. I paid my deductible plus the parts they did not cover. I paid my bill every month before I cancelled because the *** is NOT fixed at all. Its in much worse condition than what I started out with.

  

  Business Response

  Date: 12/23/2024

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

  We look forward to hearing from you.
  

  Customer Relations

   

  Customer Answer

  Date: 01/08/2025

  My contract number is MRF5004122

  

  Business Response

  Date: 01/08/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond.
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was found that all authorizable components have been made toward your vehicle according to the terms and conditions of the **** If you are still experiencing issues with your vehicle, you may either move your vehicle to a new repair facility. However, if the concern is concerning warrantied parts completed by the prior facility on your past claim, you must reach out to the repair facility as they would have liability for improper repairs. 
  
  
  CarShield has no contractual obligation to refund you for improper repairs. However, as an effort to resolve this matter, CarShield is willing to offer a refund of three monthly payments for contract(s) MRF5004122 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:12/20/2024

  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 keep telling them I don't have a car. Well the call between 2-4 times a day. I just want the harassment to stop please.

  

  Business Response

  Date: 12/23/2024

  We have added you to our no contact list, as well as blocked your number as of 12/23/24.

  Respectfully, 

  Customer Relations

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 16, 2024, I filed a claim with Car Shield due to the activation of check engine light. I accessed their website to submit the claim and upload the invoices for the repairs conducted at ******, which addressed the Malfunction Indication Light issue. The serv incl the installation of the ******************** Induction Serv, with a total repair cost of $756.78. While navigating their website, I discovered there was not a section for attaching invoices. Subsequently, I made a phone call and was instructed to send the invoices to ******************************* I was informed that I would receive an automatic resp confirming that I would be contacted within 48 ******** of Dec 20, I had not received a resp, so I contacted the customer ********************** number provided in the email and spoke with *********. She informed me that the claim was being denied for the following reasons: 1) I had not formally filed a claim, 2) I proceeded with the work without their authorization, and 3) the diagnosis does not qualify as a covered ************************* a senior citizen, I experienced significant concern when the check engine light illuminated on my vehicle. Consequently, I promptly took it to the dealership for diagnosis and repair. My primary worry was the possibility of my car breaking down, which could leave me stranded or involved in an accident, thus I sought to have the issue resolved as quickly as possible. I had been by a Car Shield representative that I could bring my vehicle to any repair facility, including a dealership, and that coverage would be applicable upon submission of the invoices. This repair is quite expensive, yet Car Shield is not honoring the terms of the contract. I have been a member since 2020 and have never submitted a claim. I perceive this situation as a potential scam that exploits individuals, particularly seniors, by failing to provide the promised service. I intend to file a complaint not only with the BBB but also with the ********************************.

  

  Business Response

  Date: 12/26/2024

  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 on every page of your contract, no claims will be paid without prior authorization. Upon reviewing your file, it was found that both the cause of the failure and repairs were reported to have been made within the same day, and the repairs were then paid for. In addition to proceeding with repairs without proper authorization from your administrator, it was also determined that the mechanical issues were caused by the throttle body repair and fuel maintenance service. These items are not listed for coverage per the terms and exclusions of your contract. A more extensive list of exclusions and term conditions may be located within your contract.  I have attached a copy for your convenience.
  
  
  CarShield has no contractual obligation to refund you for repairs completed without prior authorization. However, as an effort to resolve this matter, CarShield is willing to refund you a total of 12 monthly payments for contract(s) MRF3234972  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. 
  
  

• Initial Complaint

  Date:12/20/2024

  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.

  November 10 th i cancelled Carshield i paid everymonth and got letters back sat=ying if i did not send them money my carsheild would be canceled i called im 67. i keep my key bank activity always accounted for. well i called keybanks fraud department.1st they said i did not cancel and GOD IS MY WITNESS AND my caregiver i did cancel she said in a *************** i would not get my money back i got a new card 158 was taken out of my account again today i checked my bank i had 800 plus for christmas a minute later at 5am it was ***** again,iut me account i pay for my car monthly .i had carshield and lenzis mmade me pay 1400 out my ********* not well and a honest person.when i called carshield she was saying your not getting your money ********* a child.i dont know how they got in my bank i have a new card,i want 158 back and so they cant take from my account i will be homeless. i have no christmas now.God bless you and have a happy holiday,******* ******** dispute with carsheild taking money out my goverment check like its a joke.i can barely walk pay for car rent utities on 1500 a month.

  

  Business Response

  Date: 12/20/2024

  Thank you for bringing this matter to our attention. 

  We have cancelled your account, and we will refund your last monthly payment as a courtesy. Please allow 7-14 days for processing.

  Respectfully, 

  Customer Relations

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a platinum warranty on my 2018 **** F150 to cover unexpected expenses related to any mechanical issues in my truck. My truck broke down on Sept 11 of this year. They called me a tow truck and recommended an auto shop to send my truck to, I agreed to their recommendation. Right off the bat the mechanic believed that my engine had seized up from something, unknown cause. The slow process of carshield approving certain things left me without a truck for almost 3 months. They tried to deny having to cover the repair 3 times. The first 2 times they tried to deny coverage the mechanic called them out on their rational for denial. After the second denial, the mechanic discovered that there was a catastrophic failure in the engine. Shattered piston rod, piston broken in half, hole in cylinder wall, three dropped valves, and a loose valve seat. I never received a call from the adjuster, even after multiple emails, to get an explanation of why they were denying a claim that should have been covered since all of the parts(except the valve seat) were moving parts covered under their warranty. I was only told by some that answers their customer ********************** line that my claim was denied for sludge, unapproved repairs, and the valve seat. According to the mechanic there was no sludge and the valve seat was not responsible for the catastrophic failure as there were many broken engine parts amongst the damage. The unapproved repairs was ridiculous since the mechanic had to continue working on my truck after their denials. All in all, I paid for a platinum package that should have covered a catastrophic failure of moving engine parts. Then I had to pay $11448.65 to cover the engine replacement that they should have covered per their warranty contract. I believe this warranty company is deceptive in practice.

  

  Business Response

  Date: 12/23/2024

  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"). 
  
  
  Per the elected repair facility's diagnosis and photos, it was found that the engine failure within your vehicle was a result of a connecting rod failure and subsequent damage to the engine block due to continued operation with an active fuel system failure. Diagnosis photos showed fuel and oil intermix and detonation damage caused to the spark plug with heavy carbon deposits and varnish shown due to the length of time the engine was operated with this condition. As outlined within your contract, failure to protect your vehicle in the event of a mechanical failure/breakdown may result in your claim being denied coverage. 
  
  
  Furthermore, as stated on every page of your VSC, no claims will be paid without prior authorization. Upon inspection of your file, it was found that no RDI was performed to demonstrate a verifiable failure as deemed necessary by the terms and conditions of your contract. Upon inspection of the vehicle, it was found that the repairs had already been completed and a new engine installed with no prior authorization. Your VSC would have no further liability for repairs per the exclusions of your contract. 
  
  
  CarShield has no contractual obligation to refund you for repairs completed without prior authorization. However, as an effort to resolve this matter, CarShield is willing to offer you a full refund upon the execution of a signed settlement and release agreement for contract(s): MRF5091436. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line so that we may draft your agreement for your electronic signature.
  Respectfully,
  Customer Relations 

  Customer Answer

  Date: 01/03/2025

  I just received this email from my mechanic stating that they did NOT see what carshield was claiming.   As you can you i finally received the info this afternoon. 

  

  Business Response

  Date: 01/06/2025

  As stated within our previous response, your repairs were completed with no prior authorization and the adjudication of your claim reflects this accordingly. 

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

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 01/07/2025

  Complaint: 22711779
  
  I have reviewed the business' response and am rejecting it because:  I reviewed the response and it does not make sense as the claim was denied 3 different times and repairs still needed to be completed on my truck during those periods.  The mechanic discovered new evidence as he dug deeper to make a full repair, and the auto shop denied that the original issues claimed by ********************'s first response were present.  I will respond to dispute resolution as they have suggested. 
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/08/2025

   

  If you wish to accept our offer for a full refund on contract MRF5091436. Please email ********************************************************* with your name and contract number in the subject line so that we may draft your agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 01/15/2025

  I received communication from American auto shield this morning that they are still denying the claim based upon repair work that had been completed without prior approval.  They apparently decided to drop the bogus claim of the damages they were originally claiming because the mechanic responded in e-mail denying that their claims existed, it was a catastrophic engine failure.  I do not believe that offering a pittance of the repair cost is "good faith".  By dropping their original claims in the denial and going the route of no prior approval I have proved that the claim should have been approved.  Carshield made claims for denial, delayed and denied throughout, and the repair was completed 3 months after my truck broke down.  The repair work had to be completed so that I could get my vehicle back, it was completed after they denied because of "carbon buildup, fuel oil intermix, etc" which was denied by the mechanic working on the vehicle, therefore, should have been approved work.  I feel this business model of denying for reasons that the actual mechanic denies are present, and then waiting till it is resolved and claiming the repairs were not approved(because of false denial) is shady.

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  H31**34363234333237**H&#**;s commercials are false. They claim that if I have them I have nothing to worry about and this is a lie. I have a 2011 ************* and I thought I was having transmission problems with my car. There were no mechanics to take my car to for repair. With me coming from *******, I didn&#**;t know any mechanics to take it to for repair. So I drove from ******, ** to *******, ** to a Mercedes H34323430373131****35Hhip. I told them what was happening with my car and told them H31**34363234333237**H will be backing me up and they right off the hand said we don&#**;t accept H31**34363234333237**H because we have too much trouble with them. I called H31**34363234333237**H about this and they told me there was one mechanic in ******, *** that I could take my car. I drove it up there over 50 miles, sat there all day to get an analysis of the car and then they said H31**34363234333237**H will not pay for a diagnosis on my car and I have a $500 deductible. If I ok the diagnostics on it, it will be my choice. So I agreed to it, they did a diagnostic on my car and said my driveshaft was messed up and I would have to be careful driving it. They said H31**34363234333237**H will pay for a car rental for 7 days. They had to order the parts and after they got the car parts, then I could rent the car. I went home, called the wrecker and there was a lot of problems with that. I had to get a ride to have someone take me to get a rental car. The mechanics called me back 2 days later and said they were sent the wrong driveshaft and would have to order again. The mechanics finished my car and told me that H31**34363234333237**H didn&#**;t pay for the hours to work on the car and I would have to pay it. H31**34363234333237**H only paid for 3.8 hours but it took 9 hours and I would have to pay the rest. H31**34363234333237**H paid only for the 3.8 hours and I had to pay over $2,000 to get my car back and for the rental car they only paid for 7 days. When I called them about the hours worked, they said they only go by their regulations and not the H34323430373131****35Hhip or shop on how many hours to repair my car. I am paying H31**34363234333237**H $149 a month for their services. I told them to not debit my account for their *********************** anymore. I would like to get my money back that I paid to get my car repaired or the money I paid to H31**34363234333237**H.

  

  Business Response

  Date: 12/20/2024

  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 reviewing your file, it was found that your claim was authorized for all verifiable labor and and covered parts per the terms and exclusions of your contract. This authorization will stand. However, your contract does not provide coverage for parts not listed for coverage under your contract, repair facility part pricing mark **** non-verifiable labor, taxes, and shop supplies. As stated within your contract, authorized labor and hours needed to perform repairs will be determined by us using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be considered your responsibility. 
  
  
  In regard to your claim, the repair facility has required more hours for repairs on your vehicle than what was calculated using the nationally recognized labor guide. As outlined within your contract, your coverage does not apply to loss of time due to repair facility delays. 
  
  
  CarShield has no contractual obligation to refund you for loss of time, overcharging due to the repair facility, and unauthorized labor. Due to your claim being authorized for more than what was paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:12/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Carshield about the work. The places Carshield has sent me are not able to do the type of work. The place I went to will not accept the type of work from Carshield. The rest of the dealerships in and around ************, ** will not accept Carshield.

  

  Business Response

  Date: 12/18/2024

  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 on every page of your vehicle service contract, no claims will be paid without prior authorization. Upon review of your file, it was found that you chose to authorize the repair without the approval of your administrator. Your Vehicle Service Contract would have no liability for repairs that were not approved for authorization. 
  
  
  A reimbursement check in the amount of $484.31 was issued to you on 12/4/2024. This amount was reflected on the paid invoice submitted by you. Due to the no prior authorization of your claim, there will be no further refund due.
  Respectfully,
  Customer Relations. 

• Initial Complaint

  Date:12/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have car shield as an extended warranty on my car a 2015 ******** My car taken by a family and joy ridden with while I was out of town. I had no knowledge of it. My car broke down while in their possession. When I return home three weeks later. I had to locate my car and had it tow to a car dealership in ******, ********. They informed me the engine had been blown and it need to be replace. I notified car shield which I had a warranty to cover engine damage. My car has been at the dealership since May 2024. I had not been notify by car shield until today on December 17, 2024 that they were deny my claim to have my car repaired. I protest the end results. I am asking for second review a dispute of their denial. I feel it unfair due to how they had me to wait for them to make a decision and the fact that I gave them my maintenance reports on the car. The purpose of purchasing such warranty is for situation of such as this type. I was mislead on the benefits of taking out such warranty. I paid for this warranty for three years and I get nothing when it is needed. This is so deceiving and a misrepresenting their warranty plan when getting the customer to purchase the ********************** plan. Please assist me getting some remedy to this problem. I would like the replacement of the engine to be covered or the purchase of new vehicle. Thank you so much for your assistance in this matter. Please I am a female who does not know about these type of business and how deceptive they can be but this ****** is a hard pill to dissolve. Thank you again and I am looking forward to hearing from you or your representative. Have a wonderful day. Stay safe and bless.******* *******

  

  Business Response

  Date: 12/18/2024

  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 inspection of your vehicle, it was found that the engine had severe sludge buildup indicating a lack of maintenance. As stated within your contract, failure to maintain your vehicle to a manufacturer's recommended standards may result in a denial of a claim.
  
  
  In regard to the delays associated with your claim, it was found that for nearly a month, your repair facility was unavailable for an inspection, and it took an additional 2 months for your administrator to receive the necessary service records needed to adjudicate your claim. As outlined within your contract; in order to progress a claim, you may be required to submit documentation regarding any maintenance or service performed on your vehicle. Without this documentation, your claim may be marked inactive. 
  
  
  CarShield has no contractual obligation to refund you for delays that are out of the control of your administrator. However, as an effort to resolve this matter, CarShield is willing to offer you a refund of 8 monthly payments upon the execution of a signed settlement and release agreement for contract(s) MRF4006100. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations