Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your repair facility called ******************** and started a claim for a radiator and head gasket(s) having advised the radiator was leaking from a seam and a block test showed head gasket failure. The repair facility was requesting an engine.  There were 3 codes shown that did not find "extreme" intermix. The vehicle was said to have been towed into the repair facility. *** reviewed the service records submitted and the *** invoice. Two of the service records submitted one dated 8/1/2025 Invoice number- ****** shows ******* miles and  the other dated 4/18/2025- Invoice number-  shows166,370miles  BOTH showed the vehicle had the check engine light on.

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

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

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

  Customer Relations

   

  Customer Answer

  Date: 10/22/2025

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

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around September 2024 I filed a claim with car shield I was unable to get the car to the mechanics until September of 2025 I called to let them know I have the car at the dealers shop in Oneonta Al . They told me the timing belt was not covered so I paid for the timing belt to be fixed but due to the timing belt breaking the Valves are bent and carshield stated due to me still driving the car the won't cover the repairs you can't drive a car when a timing belt is broke so it's set for a year before I could get it fixed , now they're saying that the general maintenance wasn't done on the car that the timing belt has to be replaced at ****** miles I got the car financed at ****** miles so I didn't know what kind of work was done to it before I got it ,so they are holding me responsible to issues before I got the car. I've been paying on a car for three and a half years at $90 a month I'd like to have some of my money back

  

  Business Response

  Date: 10/14/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Per your repair facility's statement the vehicle was brought in with a broken timing belt and was replaced the belt with your own parts. Also the engine would not start due to piston to valve contact on interference engine. This statement does not make sense as the repair facility would have stopped the repair if a broken belt was found and the piston to valve contact is likely the result of an improper repair.  You were advised on 9/3/2024 and 4/3/2025 that he believed there was a timing belt failure but no claims were started and vehicle was not diagnosed until 9/18/2025 this would be considered continued operation/negligence. Manufacturer interval for timing belt is 150K miles per ******** Pro Demand which is our labor guide we use to pay labor and also to get diagnostic information from as well as determine maintenance intervals which was referenced here. The current mileage is unknown with last reported mileage on Carfax showing ******* on 9/15/2023.  Your contract would have no coverage for engine due to negligence caused by you driving vehicle or your repair facility completing an improper repair. The timing belt would be denied as there was no claim called in by an repair facility prior to beginning a repair. 

  Your contract was cancelled for non payment in August 2023. CarShield will refund your last 6 payments 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
  

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Carshield extended warranty because I spent a large sum fixing small issues with my car. I was told by 4 different salespeople that as long as my car was in working condition when I signed my contract, everything would be covered (from what was listed as coverage in the contract). Three months later, my AC failed, and I filed a claim. I was told that my AC was not covered because I refilled the ***** before I signed the contract. After escalating the issue multiple times and being denied coverage, the reason given was that I didn't have the car repaired when I refilled the Freon. My mechanic called them and explained that before he refilled the freon, he did every system check, including a pressure test, and the system was in perfect working condition. Therefore, a repair was not necessary. My AC broke 3 months later. This is a completely different issue. I spoke with managers at CarShield, and they agreed that this reasoning and denial does not make sense and that I should be covered. But I was not covered. This is a scam and a horrible company. They tell you anything to get you to sign up and then don't follow through. I would like them to cover the repair for my AC.

  

  Business Response

  Date: 10/15/2025

  CarShield requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 *************** Contract ("VSC").

  The vehicle was brought into the repair facility for AC concerns where it was found that the system was nearly empty, indicating leaks. It was verified by inspection that the leaks were coming from the evaporator via dye and sniff detection.

  It was found in your service records that on 5/27/25, prior to inception of the contract, the vehicle was brought into the repair facility for the same concerns. While no leak was found at this time, dye was added to the system, and the system was recharged. Being that this dye placement completed before your policy was purchase became the indicator for the current condition,the claim was correctly denied for pre-existing concerns.

  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to refund your payments for contract(s) MFFLC5409071 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations

• Initial Complaint

  Date:10/10/2025

  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.

  Paid my policy for 8 months had a problem with my transmission and they decided the repairs!!!

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your claim was started with a reported cause of failure for valve cover and transmission pan leaks on 6/16/2023 which was authorized per the terms of the contract at contract liability. The repair facility advised on call that the transmission fluid was low when the vehicle arrived due to pan leak to a drip and that there was approximately 2 quarts in the pan when removed.

  Upon completion of the leak repairs, your repair facility advised that the transmission had failed and would not shift properly. The transmission concern was denied due to a run low condition with lack of necessary required amounts of lubricants and continued operation negligence and the contract liability was limited to the leak repairs that were previously authorized and was paid to the repair facility on 6/20/2023. 

  Your contract was cancelled on 9/02/23 at your request. As a courtesy, CarShield will refund your last payment. 

  Customer Relations

   

• Initial Complaint

  Date:10/10/2025

  Type:Product 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.

  Unrelenting solicitation despite multiple attempts to express disinterest!!

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing this matter to our attention. We have added the information you provided to our do not contact list. However, the information provided did not pull up an account in our system. Please allow 5 business days for processing, should you receive any further promotion material from CarShield beyond that point please email us at ******************************* so we may be of assistance.- Customer Relations

  Customer Answer

  Date: 10/14/2025

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

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a warranty through CarShield for my 2012 Nissan Rogue. About 5 months after purchasing the warranty, my daughter was driving the vehicle and hit a deer in October 2024. The vehicle was totaled. I cancelled the warranty, explaining to CarShield that due to the accident we no longer had the vehicle. They cancelled the warranty without issue. However, within a couple months I started receiving phone calls from the companys telemarketers wanting me to renew coverage on the totaled vehicle. I explained to each caller how we no longer had it due to the accident. Each person said they would take my name and number off their calling list. Some callers just hung up on me when I said I didnt have the vehicle anymore. I tried blocking the numbers they would call from but due to the company using the system that calls from random phone numbers, some even out of state from areas I recently visited, (Im not sure how they know I visited these other states); a new phone number called me each time. Repeatedly, for the last 10 months. I have asked nicely each time to be put on their do not call list and despite some promising to do so, I continue to get calls. Weekly they call me. They just called me again this morning. Im beyond frustrated and annoyed that they did not honor my request. I would think a national big name company like CarShield would be more respectful of this request, however they obviously dont care. Please assist me with this problem. Because they have hounded me for 10 months, I have no doubt in my mind that they are doing this to other people. Thank you.

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing this matter to our attention. We have now added you to our do not contact list, as well as blocking your number from our internal system; making outgoing calls to you impossible. We apologize for the inconvenience and are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 10/14/2025

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

  Customer Answer

  Date: 10/16/2025

  I just received another call from CarShield, AFTER their response claiming they removed my phone number from their internal system. They apparently DID NOT remove my phone number. 

  

  Business Response

  Date: 10/21/2025

   

  Please respond with the number CarShield that allegedly called you.  Your contact information was blocked on 10/13/25. 

  Customer Relations

  Customer Answer

  Date: 10/21/2025

  The calls come from a different number each time but that time it was from **************. Yesterday, Monday, October 20th I was called again by phone number ************** with the person saying they were calling about my CarShield warranty. 

   

  Customer Answer

  Date: 10/22/2025

  Complaint: 23999149
  
  I have reviewed the business' response and am rejecting it because: The calls come from a different number each time but that time it was from **************. Yesterday, Monday, October 20th I was called again by phone number ************** with the person saying they were calling about my CarShield warranty. 
  
  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 10/27/2025

   

  We have confirmed with our IT department that is not a CarShield phone number nor has it ever been.  Our legal department attempted to call the phone numbers you listed.  One phone number disconnected after the 1st ring and the other number said it's no longer is service. We do apologize for the inconvenience. It has come to our attention that some of our competitors are harassing potential customers with fake calls. 

  If you would like to contact ******************************** we will try to help in any way we can and help you determine who is actually calling you. 

  Customer Relations

• Initial Complaint

  Date:10/09/2025

  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.

  At the time of signing up, I informed the agent that I was estimating the vehicles mileage at around ******. The agent assured me that this was fine and that the correct mileage would be obtained from my insurance company. I acted in good faith based on this ************, my claim has been denied due to mileage, and Im being refused a refund or coverage. This feels misleading and unfair, especially since I was told not to worry about estimating the mileage.

  

  Business Response

  Date: 10/13/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your repair facility started your claim and reported mileage of ******, your repair facility also provided a picture of the odometer. The adjuster pulled a vehicle history report and found there was an inception mileage issue. You reported ****** miles and the report  showed as of 6/10/2025 the mileage was ******. Once the service records were obtained it was confirmed the entry was correct.  An inception mileage calculation was performed and the claim was sent to client relations for review.

  Client relations reviewed the calculation and service records denied the claim. These changes and the denial are correct and will not be changed. 

  As a resolution, CarShield and ******************** will refund your payment in full upon execution of a Settlement and Release 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:10/09/2025

  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 have had my vehicle in the shop 3 times over the last 6 months and absolutely none of the issues were covered by Car shield the latest problem was pin hole leak in a flexible hose of the air conditioning system and it was not covered because only the hard line hoses are covered and it costs $3900 to repair I feel like car shield only Covers major catastrophic problems and not anything else so pain almost

  

  Business Response

  Date: 10/13/2025

  CarShield requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 *************** Contract ("VSC").

  The vehicle was brought into the repair facility for air conditioning concerns. It was found that the system was low/empty of refrigerant and there was a leak in one of the rubber sections of the ** lines. Your contract has no coverage for any rubber lines that have failed, making the claim denial correct.

  CarShield has no contractual obligation to refund you past the thirty-day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of 8 monthly payments for contract(s) MRFLC5186828 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations
  

  
  

• Initial Complaint

  Date:10/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made many attempts to contact Carshield about a payment that they have taken out of my account. I talk to a clerk about closing the account and she told me that it will be closed and no money taken out after 9-19-2025 and I won't be able to use that account anymore as of 9-19-2025. But, when I saw my statement Carshield had taken a payment on 9-22-2025. Three days later, another payment on 9-22-2025 of $131.21 that the clerk said it is close and since the account wasn't close on 9-19-2025 and I can't use it anymore. So, I ask for a manager I talk to her 9-30-2025 and she said the account is still open until 10-16-2025, but the clerk said it is closed and never told me nothing about 10-16. Then the manager said I could use it until 10-16. I found out on 9-30 it's still open. I know I should be able to get a full refund of $131.21. 

  

  Business Response

  Date: 10/09/2025

  Thank you for bringing this matter to our attention. You called in to cancel your policy 2 days after your billing cycle on 9/17/25. Because of this no refund is due. However, as a one time courtesy we will refund one payment of $131.21 to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:10/08/2025

  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 had a problem with my **** Expedition and I took to my mechanic. My mechanic told me to take my care AC-Transmission. I call up car shield and ask me if it was cover. I took to the transmission place and had it fix while and paid $975.00. Then I go back to car-shield and the lady I spoke with on the phone and told me it was covered. Because of the miscommunication of telling me that I wasn&#**;t cover and then it was covered. I would like the cost of $975.00 I had to paid refund and my policy for the **** Expedition#MRF4942853

  

  Business Response

  Date: 10/09/2025

    CarShield  requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 *************** Contract ("VSC").
  
  On 9/30/25 we received a call from your repair facility after completion of repairs. As stated on the bottom of nearly every page of the contract NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. Since the proper claim procedure was not followed, the claim was correctly denied. 
  
  As a resolution, CarShield will refund your last 14 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations