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:08/11/2025

  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.

  ****** failed on my **** Edge 2011. Have Car Shield diamond warranty ($100 deductible). Car Shield sent me to Mineke in ********, **. Visial diagnostic determined master cylinder leaking and needed replaced. They called CS; Claim #*******. ** sent part that was defective. Told CS would not cover the visual diagnosis ($41.25). ****** also told CS fluid would need flushed whenever replacement cylinder received and installed. CS would not cover that ($98). During time waiting for CS to send 2nd cylinder, Mineke saw the brake booster had corrosion and notified CS. ** will not pay for this part replacement stating "corrosion not eligible for replacing part" ($650+-). I have been without my vehicle for 2nd week waiting for CS to send 2nd brake cylinder. ****** has been honest with me about repairs needed for my safety, but CS has blocked every effort. This is my 1st claim with CS although I pay my monthly premium amount on time. I ask that CS cover the diagnostic fee; the fuel flush with master cylinder install, and the brake booster ($650). ** also falsely advertises one can take their car to dealer or mechanic of their choice..this is false. I took car initially to **** dealer 5 mins from my home. They would NOT deal with Car Shield stating CS would not pay on time nor cover needed parts for repairs. Thus, I had to take my car 45 miles to get repairs from CS's designated shop. Thank you.

  

  Business Response

  Date: 08/14/2025

  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 vehicle was brought in for brake concerns and the repair facility identified the failure to be with the brake master cylinder. Your claim was authorized with supplied parts and within days the supplied master cylinder had failed. A parts resolution was set up and as of this moment the new part has arrived to be installed at the repair facility. The concern with the brake flush that was not covered is due to this being a maintenance item, which maintenance items are non coverable and there is no specified reason in the service manual for the master cylinder replacement for that to be done at the same time.

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

  Customer Relations

  Customer Answer

  Date: 08/15/2025

  Complaint: 23731074
  
  I have reviewed the business' response and am rejecting it because:
  Did not address the issue of false advertising, i.e., "can take to repair facility of your choice to have repairs covered".

  Now have been notified by ******* that the brake booster will not hold air compression due to corrosion  and that Car Shield WILL NOT cover this replacement. Why not????? If CS advertises that they cover repairs associated with brake components.

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

  Customer Answer

  Date: 08/15/2025

  Car shield has NOT addressed orher 2 issues: booster replacement and issue of advertising repairs can be done by dealer of choice.

  

  Business Response

  Date: 08/15/2025

   

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  In this case they have refused to do business with you. There is nothing CarShield or ******************** can do to force a repair facility or dealership to work with our coverage. 

  Coverage for the brake booster was denied as corrosion is excluded in your contract. Your repair facility reported that the master cylinder leaked long enough that the brake fluid caused corrosion.  The notes on your account state your ********************** facility has confirmed they have received the needed part and are working on the repairs.  

  Customer Relations

  Customer Answer

  Date: 08/18/2025

  Complaint: 23731074
  
  I have reviewed the business' response and am rejecting it because they are specifying "corrosion" as not covered, instead of focusing on the part (booster) defective and needing repaired. If they dont cover parts needing repaired because of being defective/broken, then they are not a warranty company, but a legal scam. I request the booster cost be reimbursed to me. 
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/11/2025

  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.

  Purchased car shield warranty approximately four years ago every time Ive ever used it its end up costing me more for a repair than if I wouldvejust took it to the repair station last Thursday. The alternator went out in my car. I took it to ******** and Surprise, ******* Not a dealer. They filed a claim with car shield car shield sent me a text at 4 oclock in the afternoon, I called car shield authorize the repair so where to be clear about it. The whole phone call is recorded. They would not and absolutely refuse to give me the quote inwriting. They said youll get it in your final receipt as of today Monday the 11th my car is still in the shop. The part hasnot been shipped. Ive been lied to by car shield treated like dirt bike car shield. I truly believe this is a financial claim in financial fraud. Should to the **** which this complaint will also continue onto them. Theyll take your money, but theyll basically lie to you about everything in your claim. I know Ill get nothing from you over this complaint, but my goal is to do everything in my power to stop them from doing business in the state of *******. I will make it my mission.

  

  Business Response

  Date: 08/12/2025

   

  The CarShield legal department has reached out to Mr. ****** and have reached a resolution on this matter.

  Customer Relations

• Initial Complaint

  Date:08/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14, 2025, I purchased my CarShield contract MRF5412356, which contained a waiting period of either 25 days and 500 miles or 40 days and 250 miles, whichever came first.On July 10, 2025, I contacted CarShield regarding a transmission issue. Without confirming my mileage, the CarShield representative told me my waiting period had been satisfied and I was eligible for coverage, and advised me to proceed with repairs through an approved shop.I relied on this assurance in good faith and followed their instructions. The process caused delays and ultimately resulted in denial of coverage, with CarShield refusing to take responsibility for their oversight. As a result, the financial burden has fallen entirely on me.This has caused $374.75 in denied transmission-related charges and $742.27 in rental car fees, totaling $1,117.02 in documented out-of-pocket costs. In addition, because the drivability issues with my vehicle remain unresolved, its trade-in value is likely to be significantly lower than the $7,500$8,000 range it would have been worth in great condition, based on KBB estimates.CarShields confirmation of eligibility, followed by denial after I complied with their process, has caused avoidable financial harm and hardship. I am seeking reimbursement for my documented costs.

  

  Business Response

  Date: 08/18/2025

  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 denied due to your vehicle not meeting the waiting period requirements in your contract (25 days AND 500 miles or 40 days and 250 miles).

  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

   

• Initial Complaint

  Date:08/09/2025

  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.

  On the Fourth of July 2022 I had car shield for my 2017 ******* ELANTRA. I had a company called Car shell cover my vehicle. I took my vehicle only two ******* dealerships to be serviced. I knew something was wrong with the vehicle so I took it into the ******* service center in *********, ************** before I went to ******* for Fourth of July weekend. They told me there was nothing wrong with my vehicle Once I arrived in ******* and decided to go shopping my engine locked and I was unable to drive the vehicle due to it being a holiday weekend. I was unable to get a tow until the following Monday to a ******* dealership in ************************************* was supposed to cover , any mechanical issues with the vehicle car shield was also supposed to cover a rental. None of those things were covered stuck in ******* for 11 days work. I had to come out of my pocket and cover a rental as they then refused to cover the needed repairs for my vehicle stating there were pre-existing damages, but I have no mechanical detail from any shop that I have taken it to stating that they were pre-existing engine damages , she refused to assist and I ended up having to purchase a whole new vehicle due to the issues I could not afford to pay $8000 out-of-pocket to replace my engine, which is what the dealership was charging. I tried to rectify this issue with car shield for well over a year with no resolution, which is why it took so long to make a complaint with a Better Business Bureau.

  

  Business Response

  Date: 08/12/2025

  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 correctly for only replacement of both the intake and exhaust timing actuators. Initially, your repair facility requested an engine and also reported metal contamination. The inspection showed metal contamination in the oil pan but there was had no definitive source for it. There was only one course piece of metal found that could not be attributed to bearing material or any other specific source. The engine assembly was denied and the repair facility was advised there would be a credit of $1,445.09 to be used toward the proper repair. Also, it was found that the vehicle arrived with only 4 bolts holding on the oil pan but there are no service records submitted that show why/who/when the pan was dropped.

   Approximately 4 hours of labor was authorized and your contract would only allow for one day of rental to be reimbursed at a maximum of $40.00. Contract maximum is $280.00. There was an invoice from Enterprise showing you did have a rental during the time the claim was being adjudicated. 

  As a resolution, CarShield will refund your last 12 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:08/09/2025

  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.

  My 2012 Dodge Avenger had mechanical issues that deemed it undrivable. I called and spoke to a ***resentative at Car Shield; she helped with the towing of my vehicle and recommended an auto mechanic near me as she stated that Car Shield had a list of referrals for auto mechanics. Trusting Car Shield's professionalism, I chose Platinum Auto Mechanic on ************ in *********** from their list. The *** stated that there weren't any available appointments until a week later & that was fine with me. A week later I called ************* and spoke with ******. He was clueless that my car had been there & put me on hold. He came back stating he would look at it later in the week and file a claim with Car Shield to see if they would cover the cost. ****** called me back later in the week stating my car needed a ********* would be $411, we both agreed that I would pay the $411 for the hose and labor and I'll pick up the car at the end of the week, in working condition. Two parts to the agreement. I called ****** at the end of the week to tell him I'd be there at a certain time this is when he told me that he tried to reach me to no avail, he completed the installation of the hose, but the car was still not drivable. That the car needed a thermostat for an additional $500 Car Shield would not cover. He only told me about the hose. Upset, I called Car Shield they stated to me that ****** was told in one complete conversation before the car was worked on that both the Hose and Thermostat was not covered. He lied to me & lead me to believe it was only the Hose. Meanwhile I'm stuck with a $411 bill and car that still doesn't drive. I spoke with a *** at Car Shield, about their referral to this auto mechanic in which the ***resentative stated they don't actually know the mechanics and the mechanics add themselves to a list. This is BAD practice to refer any entity without knowing its ***utation. I want Car Shield to take accountability for bad practice & cover the cost

  Customer Answer

  Date: 08/11/2025

  When I reached out to car shield to explain the situation, and that I had been taken advantage of by the auto mechanic they recommended. The representative told me  well they dont cover the parts and take it up with Platinum Auto. I was already in a stressful situation with my car being down, because of Car Shields referral and negligence to do research on entitys they choose to partner with, and recommend a reputable auto mechanic, I am now in a more difficult situation. When I signed up for Car Shield I signed up with the expectation I would be paying for convenience, knowledgeable staff with impeccable soft skills, and exceptional work ethic. Instead I received a cold transfer to an auto shop that is less than, and felt thrown away and not cared about when I tried to explain to your representatives. I could have easily found my own auto shop, then the responsibility would have been mines. And in a stressful situation with one of your representatives over the phone I followed the guidance of the employee of Car Shield because thats what I paid for. Promoting a business, no matter of how the partnership came about should always be done responsibly. Since my first point of contact was with Car Shield I feel that Car Shield should take accountability for this poor business transaction by covering the cost of the hose, and the thermostat w/ labor. And do better for their future customers. I have already paid $100 because ****** from ************* threatened to start charging me storage fees and then said my car would be sent somewhere else if I didnt make a payment. My car still cant be driven. The receipt and documentation was attached with my last submission.  

  

  Business Response

  Date: 08/18/2025

   

  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 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 denied due to the radiator house and thermostat not being listed for coverage under the contract terms. 

  Repair facilities who join our Shield Repair Network agree to warranty their work for 12 months or ****** miles.  All improper repairs performed by the repair facility will need to be brought to their attention especially if they used their parts for the repair. CarShield can not warranty parts that are warrantied by the repair facility. 

  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: 08/21/2025

  Complaint: 23724288
  
  I have reviewed the business' response and am rejecting it because: it adds more inconvenience to my situation. I had no intention to continue business with CarShield. Nor will I recommend it for any reason. Still, there is no accountability taken. Next time do not promote a business not knowing anything about it.  Maybe your representative should not have told me that but glad she did. Major ****** learned. 
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/22/2025

   

  If you wish to accept this offer of a full refund, please email ******************************* and we will draft the Agreement for your electronic signature. The Agreement will cancel your contract.

  Customer Relations

  Customer Answer

  Date: 08/25/2025

  I will have to decline the offer because it adds more inconvenience to my situation.  And I feel as though the business still neglects accountability for this in any way. The auto mechanic should have  gotten my consent to continue if he knew there was a strong possibility the car wouldnt drive after the first issue completed or when he found out there was an additional issue costing more. Because I was without a car and needed to work the money I initially had to pay him $412 or so was spent as a down payment for another. I did not have the added money for the additional issue he found last minute and I needed a working car. However the dodge avenger is still my property and I want it back. Going back in forth with the business is very stressful and kind of disgusting. Carshield only claims to do business with auto mechanics in network. People gravitate towards Carshield to help when they need someone to take the burden from them in a confusing, hectic situation. And I relied on the representative from Carshield when she offered to find an auto mechanic near me thinking the professionalism would be the least of my worries. I would not have  chose Platinum auto to work with on my own but I trusted CarShield to guide me in the right direction. The auto mechanic continues to be dishonest and digress leaving me with an unfinished result and taking my money.  I attached the my purchase contract with ******* because I needed a Car to get to work. I could not pay the auto mechanic and still have a nonworking vehicle. Then Id be out of money and still out of a car. Again he should have gotten my consent to continue working on my car before he put the time and effort into it. And Carshield should not promote any and every mechanic not knowing its reputation. 
  

  Customer Answer

  Date: 08/25/2025

  Complaint: 23724288
  
  I have reviewed the business' response and am rejecting it because:  I will have to decline the offer because it adds more inconvenience to my situation.  And I feel as though the business still neglects accountability for this in any way. The auto mechanic should have  gotten my consent to continue if he knew there was a strong possibly the car wouldnt drive after the first issue completed or when he found out there was an additional issue costing more. Because I was without a car and needed to work the money I initially had to pay him $412 or so was spent as a down payment for another. I did not have the added money for the additional issue he found last minute and I needed a working car. However the dodge avenger is still my property and I want it back. Attached is my purchase contract with *******. I could not pay the auto mechanic for the house and still have a nonworking car when I need to get to work. The agreement between platinum auto and I was that once he replaced the house Id pay at the end of the week and retrieve my vehicle in working condition and it still couldn't drive after the house was replaced he should have had my consent to continue putting his time and effort into the car. Before he did it. Ive dealt with more knowledgeable, competent mechanics before, this is the worse experience I had. I want CarShield to pay for the house and thermostat and labor regardless of your coverage ETCand I want my car back.  this was your referral, your negligence, and result of not knowing what you promote and comparing the expertise of other auto mechanics doing the same exact work. I promise other mechanics know better in this situation and would have handled it better.   
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/25/2025

   

  Reopening complaints will not change the adjudication of the claim.

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

  If you wish to accept the offered resolution of a full refund, please email *********************************************************

  Customer Relations

• Initial Complaint

  Date:08/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May I had transmission put into my Vehicle . It was done thru the car shield warranty . About three weeks ago the Transmission that Car shield made me have installed leak on my driveway. I contacted the shop that installed it . The contacted Car shield . Car refused to take responsibility, also refused to get me a rental car. Because i have work and need a vehicle I Paid for the repair out of Pocket. I have since requested a refund for the repair . Car shield Has refuse to refund me. Also When the transmission was repaired the first time I paid out of Pocket for the tow. I turned in the receipt in may I have yet to be refunded for the tow

  

  Business Response

  Date: 08/11/2025

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  CarShield reached out to your contract administrator, ******************** and have been informed the reimbursement check has been requested on this matter. American Auto Shield can be reached at ************ for any additional questions. 

  Customer Relations

  Customer Answer

  Date: 08/12/2025

  Complaint: 23721953
  
  I have reviewed the business' response and am rejecting it because:
  Tried to contact car shield after receiving this notice and like other responses they could talk to me about the claim bc it was being handled by legal . That has been response each time I have called. And they wont transfer or give me a number to legal . Not getting any response from the company 
  
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 08/13/2025

   

  Inquiries to the legal team can be emailed to ******************************** There is no direct phone number. 

  Customer Relations

  Customer Answer

  Date: 08/15/2025

  Complaint: 23721953
  
  I have reviewed the business' response and am rejecting it because:
  
  No response or refund from Car shield for repairs I have sent several emails to that email address and I do not get a responds . I just want a refund for the repairs I paid for .
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:08/08/2025

  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 the Diamond package for repairs etc. The air conditioner in my car was not working and they told me what shop to take it too. I explained what was going on with my car. The shop sent the diagnosis to Carshield and an appointment was set for their independent adjuster to come out. The adjuster found that their was a problem and confirmed the same problem as the shop. They gave permission for the car to be repaired. I was told that the transmission to be removed for fix the repairs. Although the shop is repairing the air conditioning and transmission. The transmission has not being removed and Carshield is wanting me to pay for the "cosmetic " repair.

  

  Business Response

  Date: 08/11/2025

  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 covered concerns for transmission and blower motor.  A transmission filter is not covered under your contract terms and your repair facility has ***** **** *** and non verified labor/fees/taxes that would not be covered under the contract and non authorized amounts would be your responsibility.

  ******************** has authorized $3562.30 towards your repairs. As a resolution, CarShield will issue a one time payment to you in the amount of $3562.30 with a voided authorization and signature on a Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:08/08/2025

  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.

  Breach of Contract (CarShield)- CarShield is refusing to honor the terms of my contract regarding repairs to my vehicle.- My Contract # MRF4834969 has been monthly since October of 2023 ($140 a month)- My coverage is called Monthly Platinum. It is the highest grade of coverage that CarShield provides.-The issues with my vehicle are: the Air Conditioning system is not working, power steering, coolant system, and starter All of these issues are covered in my contract. However CarShield is refusing to pay for these repairs as stated in the contract.- The Vehicle is a 2010 Chevrolet Camaro SS with approximately ******* miles. VIN ***************** It has been in the shop at Ourisman Chevrolet of ************* (**) since 3/11/2025. The shop can be reached at ************.-CarShield said they had an adjuster come out to look at the vehicle. This adjuster determined that CarShield would not cover the cost of the repairs for whatever reason. Im am currently stuck with a bill of $3,392.37

  

  Business Response

  Date: 08/12/2025

  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 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 correctly authorized for the power steering pump and starter. Per the inspection report there was no failure verified for the rack and pinion. Per inspection photos the pump was completely seized with the reservoir melted as a result of continued operation of the vehicle with lack of fluid due to the pump leaking all fluid out of the unit over time as this failure did not occur until the vehicle ran out of fluid.  The contract liability has been met for the covered portion of the claim for pump and starter and claim authorization has already been paid to the repair facility. Additional concerns for rack and pinion as well as any other related repairs would not have coverage due to continued operation negligence as these would have been consequential damage from operating the vehicle with no fluid in the power steering system.

   As a resolution, CarShield will refund you 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.

• Initial Complaint

  Date:08/08/2025

  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 will not get the hint. Ive blocked them and still they call daily if not several time a day. I have never had carshield nor will i ever. And the name they leav when they actally leave a voicemail it fo someone named *********. Most of the time i get a 5.00minute empty voicemail. This company should not exist with these tactics of annoying potential customers. Any way i want them to remove my number and stop hareassing me

  

  Business Response

  Date: 08/11/2025

   

  We have reviewed our phone records and the only time, CarShield has spoken to you is on August 8, 2025 when you called and asked us to stop calling you. 

  CarShield is the biggest provider of vehicle service contracts in the ** and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. CarShield never cold calls potential clients to sell vehicle service plans. CarShield only contacts people who have called us directly or made an internet inquiry, thereby submitting their contact information.

  Nonetheless, CarShield has blocked your number so you can not be contacted. If you receive additional calls, they are not from CarShield.  Please allow 5 business days for the update to occur. 

  Customer Relations

• Initial Complaint

  Date:08/07/2025

  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 purchase two policy&#**;s for myself and girlfriend about three months. My truck broke three months after opening the policy and I had the truck tow to the shop they requested me to. I had to pay for the tow and the rental car out of my pocket and then they was going to refund me my money. They refuse to pay for any repairs on my truck. My truck is still at the shop and they are wanting to charge me $400 to put my truck back together. I never authorized the shop to break down my engine. The shop broke down my engine at the request of H31**34363234333237**H. The shop inform me that the engine is no longer working. I would like for H31**34363234333237**H to get my truck fix so that I can drive my vehicle.

  

  Business Response

  Date: 08/11/2025

  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. The pictures submitted by your chosen repair facility show heavy oil buildup and varnish shown on both valve cover and upper cylinder head and related components. This type of build up and varnish is tied to a long term lack of maintenance.

  The inspection photos show oil in poor condition and active long term oil leaks from turbocharger lines. The lower engine bearing failure that was verified at inspection is consistent with run low condition which was a long term leak concern that predated the inception of the contract as photos show this is not a recent leak that occurred in the 90 days into coverage. The stored DTC codes related to a timing failure and turbocharger failure along with lower engine noise are consistent with a long term lack of maintenance and run low condition verified at inspection show this as a long term failure and would not have occurred 90 days into coverage. Per Carfax report the last oil change performed on the vehicle was 1/24/2022 at 210k miles.  You supplied oil change receipt did not show mileage of change but was dated 12/10/2024 which would be approximately 2 years and unknown mileage between oil change with no records available to show regular maintenance was performed during this period.

  Claim was denied for a long term failure pre-existing concern with continued operation/negligence of the vehicle with active leaks. The contract has no liability for this concern and the repairs would be your responsible. 

  CarShield will refund your payments in full 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: 08/18/2025

  Complaint: 23713401
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ******* ******* that is so not true when I purchased this coverage I made them totally aware that I do my own oil changes and they told me from the day I purchased it that it will start from that point to keep up with records of service at the time of the breakdown it wasnt time for oil change.then they asked me to go to the auto store that I purchase my oil change supplies for the last 12 months and I provided that to them also and the mechanic at the shop said they didnt tell them anything saying it was lack of service he said he had  only sent them what they requested and that was pictures I bought the truck used Im not aware what was done before I purchased the vehicle but I kept my oil changed I have never removed anything like valve cover or anything and I feel they should have did a inspection before selling me this policy and taking my money they are so not what they stand for but I also did file a complaint with the *********************** also they sent me a email saying that they will fully reimburse me if I would sign a document say I will accept it but not telling me what reimbursement and settlement and how much are they talking about so I refuse to sign something that Im not aware of and department Im communicating with they wont call me back. Its only through email and thats not professional at all because I want them to discuss with me what theyre talking about reimbursement and settlement.

  Customer Answer

  Date: 08/20/2025

  Hello did you receive my email yesterday please let me know if you received it or not and let me know whats the next steps thank you Anthony 

  

  Business Response

  Date: 08/22/2025

  Mr. *******,
  

  Your claim was reviewed a second time and the photos provided prove a long-term oil leak which was ignored and that the vehicle was driven with a known failure which continued operation per terms of the contract 
  

  You submitted one receipt for an oil and filter, and this was 2 years after the last record we show in ******. Also, the varnish and build up found on engine parts at inspection confirms a long-term lack of maintenance. The failure is consistent with a run low condition, and they were driving with active leaks.  Even if you had service records that were verifiable, the engine part photos prove the lack of maintenance and there would be continued operation negligence for driving the vehicle with active oil leaks.  Due to both of these exclusions present American Auto Shield will not reverse the claim decision even with records which have not been supplied to document regular maintenance.

  If you wish to accept the offer of a full refund, we will draft the Settlement Agreement and send for your electronic signature. If you wish to dispute the decision made by ************* Shield, please fill out this simple and efficient claim denial reconsideration form here:  *************************************************

  Customer Relations

   

  Customer Answer

  Date: 08/26/2025

  Complaint: 23713401
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 08/26/2025

  I spoke with them Wednesday of last week they was supposed to get back with me in 24 to 48hrs  theyre supposed to be reviewing my recording when I purchase toe policy because the question I ask them before I purchase it was very important and she said if what I asked them was true they may reverse the decision but its Tuesday and I havent heard from them yet and my truck is still at the shop and Im still walking can yall request the recording also Im missing drs appointments and paying people to take me places with funds I really dont have Im on fixed income and I have already start spending my bills money Im about to have a serious mental breakdown please call me and let me know if yall speak to them today thanks ******* Jenkins