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:08/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to you that this company is harassing me by trying to force me to pay this bill that I had never ordered at all.

  

  Business Response

  Date: 08/11/2025

   

  We have added you to our do not contact list as requested.  Please send a copy of the "invoice" you received to ******************************* to ensure we have remove the address by the customer id number on the mailer. 

  Customer Relations

• Initial Complaint

  Date:08/05/2025

  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.

  Regarding an unresolved issue with my vehicle repair authorized through Carshield and out by
  *** ****** in 2023. At the time, several repairs were completed except for one: the windshield washer reservoir.
  Carshield denied this specific repair, claiming the damage was due to a prior accident. I want to clearly state that my car
  has never in any kind of wreck. When I returned home, my late father inspected it and believed the leak was caused by a
  worn seal. He provided a sealant that temporarily stopped the leak, which held up for several months until the issue
  returned. Recently, I took the vehicle to another shop to finally repair the windshield washer system. They now require a
  statement from the previous dealer **** ******) who looked at it the first time, but since my father has passed, I have
  no way to verify those earlier details myself. Despite explaining this situation what my father did, CarShield is still refusing
  to cover the repair without the statement. I’ve been a loyal CarShield customer for over 5yrs. I have never missed a
  payment, and I’ve personally referred at least seven people to their service. I kindly ask the Better Business Bureau to
  look into this matter and assist in resolving what feels like an unfair denial of coverage. Thank you. Sincerely *****
  ********
  

  

  Business Response

  Date: 08/11/2025

  To Whom it May Concern,
  
  Thank you for bringing
  your concerns to our attention and the opportunity to respond. American
  Auto Shield ("AAS") administers repair claims brought under vehicle
  service contracts (“contract”) sold by CarShield.
  
  Your complaint was
  reviewed by our 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 your claim was not denied
  initially but should have been due to the windshield washer fluid reservoir,
  being made entirely of plastic.  Plastic components
  are listed as being excluded from coverage on this contract.  Furthermore, a claim for the same washer
  reservoir concern was initiated and denied on 11/29/2023, as it was reported
  smashed from collision damage. This claim is unable to move forward until proof
  of its replacement can be verified by service records, as specified and
  required within the terms and conditions of your contract.  Otherwise, we would consider this to be the
  same damaged reservoir. 
  
  Additionally, the repair
  facility added stab links to this claim, which were correctly denied.  The initial repair was completed on your Jeep
  under another claim on 5/20/2025, which came with parts and warranty labor
  through the repair facility that completed the repairs.  Further related concerns should be addressed
  with them directly.
  
  At this time, the adjudication of your claim stands. Considering
  your vehicle service contract has paid out $14,766.99 in total claims, no
  refund is due.
  
  
  Customer Relations

• Initial Complaint

  Date:08/05/2025

  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.

  Carshield denied my claim for an emergency repair on my vehicle due to the point where the vehicle nearly caught fire. The mechanic tried numerous times to contact Carshield for prior authorization and was unable to get through. The repair was made and a claim was filed and denied. I paid $1750.00 plus two Ubers to get home and to work the next day. I understand not everything was covered but what was to be covered is what I am asking for. I have been with Carshield since 4/28/25. I pay $150 a month for coverage.

  

  Business Response

  Date: 08/06/2025

  To Whom it May Concern,
  
  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  Your complaint was reviewed by our 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.
  
  It appears the repairs made on your Jeep Wrangler were completed prior to initiating a claim.  As stated on every page of your vehicle service contract, NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION.  Furthermore, the final invoice from the repair shop reflects the actual cause of failure was due to brake hoses and calipers being so damaged that the failed hoses and brakes were dragging, getting hot.  Continuing to operate your vehicle after a breakdown occurs is also an exclusion of your contract. 
  
  The Specialist also determined the repair facility drastically overcharged for this repair.  The repair would have only authorized just under $100, as based on using OEM parts and the nationally recognized labor guide, and less your deductible.  The rideshare expense of $90 was denied since the claim was not authorized.
  
  We understand your frustrations and are willing to fully refund your payments upon execution of a settlement release agreement.  If you wish to accept his offer, please email ******************************* and we will draft the agreement for your electronic signature.
  
  Customer Relations

• Initial Complaint

  Date:08/05/2025

  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 July 24, 2025 I called Carshield warranty company to inquire about my contract (MRF5392042), I inquired what was covered and what my deductible was, the carshield representative stated I had a $500 deductible and set up the wrecker and contacted ***** at Drivers Edge Auto to set up the repair. Shop was advised about coverage and that deductible was $500. Almost 2 weeks in my vehicle is needing parts that Car shield isnt fully covering leaving me to pick up the difference and now stating the deductible is $1000. I have over 15 emails of confirmation from Carshield stating my deductible is $500 yet they are demanding $1000 claiming all 15 emails are a glitch. After trying to speak and settle with them the supervisoe (****) tried to intimidate me and hung up on me, I was then advised on how to properly cancel my contract after repair and costs were taken care of. I was advised I was ONLY responsible for $500 and now cant take my vehicle out because they mislead me and lied to me leaving me with unpaid balances! They refuse to listen to previously recorded conversation where I was advised of my $500 deductible but try to intimidate me telling me they are recording my conversation! If I would of been given and emailed confirmation of the correct amount I would of financially prepared myself!

  

  Business Response

  Date: 08/11/2025

  To Whom it May Concern,
  
  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  Your complaint was reviewed by our AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation, and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.
  
  The claim you initiated was partially authorized for timing components only, as your issues with the vehicle appear to be pre-existing.  When you purchased the contract on 5/22/2025, you advised the mileage was *******,yet your service record from 5/9/2025 shows identical mileage.  Furthermore, that service record shows there was an active oil leak at the time of that oil change and the vehicle was driven an additional 11k miles before initiating the current claim with an active oil leak, confirmed by inspection as at least a quart low.  It was also discovered the vehicle was found to have timing solenoids and ignition coils recently replaced, which is a direct indication of a prexisting condition, misdiagnosis and improper prior repair of the same timing concerns which are exclusions to coverage. Operating the vehicle with long term oil leak would be considered continued operation negligence and this could be tied directly to the current timing failure.  All of this was advised to you on a recorded line and your verbal authorization to accept financial responsibility for the out of pocket difference was obtained.  You are additionally responsible for the deductible of $1,000, as specified on the Declarations Page is applicable during the first three month period, which this claim falls under.
  
  As such, the claim authorization for only the timing components will stand as adjudicated and payment of $2,300.39 was released to your repair facility on 8/6/2025.  No refund is due, and this contract will be canceled based on the incorrect milage provided.
  
  Customer Relations

  Customer Answer

  Date: 08/11/2025

  I have absolutley no way of knowing if it was a preexisting issue or not since I purchased the vehicle in May from a dealer, I am not a mechanic and when vehicle was sold to me I was told everything worked. The mileage was given to the agent since I was called about the warranty offer, I then called back just for payment purposes and I am sure they also have that on a recorded line. I called Car Shield to get information regarding my contract since I did NOT have it readily available and expected Car Shield to provide the correct information. I am not being held responsible for more than my deductible and I authorized the repair but was not told I would be responsible for more than my deductible. Even when my repair was authorized I was advised of my $500 deductible. I do NoT accept their response

  Customer Answer

  Date: 08/11/2025

  Complaint: 23703090
  
  I have reviewed the business' response and am rejecting it because: I purchased the vehicle from a car dealer in May so I cant be held responsible for any repairs done tomit prior to my purchase date. As well as the mileage on the vehicle because I called and set up plan and called at a later time just to make the payment and I was not asked for an updated mileage, if calls are recorded they can confirm the information! I am being held responsible for matters out of my hands yet they refuse to take responsibility for their misinformation! Initially I was advised I only had to pay $500 deductible now its $1000 plus more! Everything has been lies and scams
  
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 08/12/2025

  Vehicle was purchased 5/2/2025, oil change and maintnance was done 5/9/2025 and oil leak was a prior issue exactly as stated, oil leak prior not current! I was NEVER advised or told the vehicle had ANY preexisting issues. I am not a genius to guess what issues the vehicle had, they were not disclosed and you can confirm that where I purchased my vehicle! I explained very clearly when i was called to be offered services that i had just purchased the Range Rover and I am sure all that is recorded, I be glad to replay ALL the precise conversations to confirm I was NOT advised, how the agent didnt ask for mileage when i called back to give the payment to initial the contract, how NO ONE has spoken to me regarding a pre-existing issue, and finally how all the incorrect information has been given to me by Car ****** and its customer agents and emails

  

  Business Response

  Date: 08/12/2025

   

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

  Customer Relations

  Customer Answer

  Date: 08/13/2025

  Complaint: 23703090
  
  I have reviewed the business' response and am rejecting it because:
  I had no way of knowing if it was a pre-existing mechanical issue if I just purchased the vehicle in May, I have contacted the car lot dealer (DFW Cash Cars) and he denies vehicle having mechanical problems
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plan from Carshield for my wife Chrysler Pacifica and later for my car a Chevrolet Traverse. MRF ******* and MRF523752. Due to the constant television commercial I've seen think it was going to be this great warranty that the non paid actors keep saying. The first time I try to use it for my wife car. It was all these push back of things that were not covered under this warranty. I didn't think much of it because the agent kept reassuring me that this is a great warranty to have for those big car machinal issue. A year had pass and my wife was having another issue with her car. Once again I called to Carshield to get this taking care of. I did everything that they said. Taking to their authorize auto shop and getting the quote. And one again nothing was covered under this warranty. I'm paying a warranty for two cars with them that for some reason I can never use. But the advertisement that they have on almost every cable channel you can think of state other wise. Then I have NEVER called in to try to use the warranty on the Chevrolet Traverse. I have paid into this company about $7,000 on warranties for two cars that does not cover anything. I would like my money back especially for the Traverse that never had a claim.

  

  Business Response

  Date: 08/07/2025

  To Whom it May Concern,
  
  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  Your complaint was reviewed by our 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.
  
  Our records reflect the Traverse coverage started on 11/13/2024, nine monthly payments of $99.99 were made and zero claims made.  Coverage on the Pacifica began on 9/1/2023 and you made twenty-three payments of $119.99. The assertion that $7,000 was paid into contracts MRF4783745 and MRF5243752 is inaccurate and verifiable.
  
  Upon further review, it appears two claims were submitted on the Pacifica.  The first was initiated on 11/6/2023 and authorized payment of $224.42 for ignition coil replacement.  On 12/26/24, another claim was submitted for an oil cooler repair and $852.46 was paid directly to the repair shop the next morning (12/27).  Last month (7/2025), a 3rd claim on the Pacifica was submitted for : Replacement of Coolant hose; Replacement of Fog light housing; Reprogram of transmission; Battery failure; and tire issues.  On 7/18/25,the administrator advised you that none of the items would be covered, as they are considered routine maintenance and your responsibility.  Please refer to the General Exclusions of your contract, which Ive attached for your convenience.
  
  CarShield understands your frustration and are willing to offer you a refund of $1,259.88, in addition to the total claim authorizations of $1,076.88, and upon the execution of a settlement release agreement.  If you wish to accept this offer, please email ******************************* and we will draft the agreement and send for your electronic signature. 
  
  Customer Relations

  Customer Answer

  Date: 08/19/2025

  I accept the business's response.  Please send the settlement agreement to ******************************.  

  Customer Answer

  Date: 09/08/2025

  I would like to request that my complaint be reopened because: It has been over 3 weeks, going on a month since I sent an email to the business agreeing to the settlement offer. I have not gotten any response or refund back from Carshield as promised.

  

  Business Response

  Date: 09/09/2025

   

  In our response to your BBB complaint, we asked that you please email ******************************* to confirm you accepted our offer. CarShield never received that email and your Settlement Agreement was never drafted. We will draft the Agreement and email it to you within 24 hours for your electronic signature.  The Agreement will be sent through DocuSign. 
  

  Customer Relations

• Initial Complaint

  Date:08/05/2025

  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 had my car breakdown on the side of the road. I reached out to a mechanic to have it fixed, and I was told by CarShield to have the mechanic contact the business to get a quote on how much it would be to fix the vehicle. I was told by the mechanic that they denied my claim because my 2006 ***** Trailblazer was too old to have work to perform on it. I find this to be unacceptable as I&#**;ve been paying CarShield all this money to have my car covered and now they are saying that it&#**;s too old to be fixed.

  

  Business Response

  Date: 08/06/2025

  Ms. *****

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

  Upon initiation of the claim, the repair facility called in and stated that the vehicle had leaking heater hoses - a part not listed for coverage- and that due to continued operation with leaking hoses the vehicle ran low on coolant causing it to overheat and now it needs an engine. A more detailed list of exclusions can be found on the contract we have attached to this response. This was correctly denied as the cause of failure was not under contract.

  However, because you have been a loyal CarShield customer, in an effort to resolve this issue we will offer a one time refund of thirty-six months payment upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  -Customer Relations

  Customer Answer

  Date: 08/09/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They make nothing but empty promises. Advertise that you never pay for a covered repair again, minus your deductible, and use the shop that you want to. It's been anything but that with them. They refused to fully cover repairs because the facilities that I used two different times, refused to accept whatever parts they wanted to ship in, in addition to refusing to cover the local hourly labor rates be it at the dealership for one repair and most recently at a local independent shop. They just promised everything and delivered little to nothing. Zero transparency

  

  Business Response

  Date: 08/08/2025

  To Whom it May Concern,
  
  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  Your complaint was reviewed by our AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation, and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.
  
  The out of pocket expense you incurred is the result of your repair facility charging beyond verified labor times as well as not allowing parts to be shipped in, causing the parts to be authorized as a credit to go towards the repair facilities own supplied parts costs.  This was discussed with you over the phone,when we also offered to move the vehicle to another repair facility.  You stated the work had already been completed.  We do not provide authorization to the repair facility until weve obtained your authorization to pay the out of pocket difference, which you provided to us on a recorded line on August 5th, 2025.
  
  Additionally, it appears you began your contract on August 1, 2024, and have since made only thirteen payments and initiated two claims.  The first claim was submitted shortly after your coverage began and that claim authorized payment of $2,240.72.  The second claim authorized $692.94 and that was recently released to your repair facility as a credit towards the repair. 
  
  Considering the amount you have paid in to the contract is significantly less than the claims paid, no refund is due.
  
  Customer Relations

• Initial Complaint

  Date:08/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield sent a used engine for my Kia ****** 2015. The engine has went out already and this is after they didn't keep in contact with the repair shop working on my vehicle that was sitting at the shop for most of May. They took forever to cover a rental which was only covered for ten days.

  

  Business Response

  Date: 08/06/2025

  Mr. ********

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.

  The repairs have been completed and paid for to the liability of the contract on 05/24/25. The contract is now void as of 6/29/25. Any further concerns with vendor supplied parts would need to follow a parts resolution process for review by the vendor. CarShield can offer not further resolution on this matter as it has been closed.

  - Customer Relations

• Initial Complaint

  Date:08/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car shield plan in early 2025. In speaking with the sales representative they assured me that my vehicle would be covered at any service facility, including my Dodge Dealership. The sales person explained that they would cover the *** parts to fix my vehicle as well as match any shop rate. I paid my monthly premium of $162.70, every month on time. On 8/2/2025 I took my covered vehicle to my dealership for the first time for a repair. Dodge created a claim number with car shield Case Number *******. The Dodge tech explained to me that car shield would not cover the *** Water Pump (as I was told *** parts would be covered). He stated that car shield would only cover a $200 Chinese water pump and not the $600 *** Water Pump. They also would not cover the total cost of labor. There would be a gap, further increasing my out of pocket expense. They also did not cover a diagnostic fee. I called car shield to inquire and they told me there is nothing they can do to help me further. I cancelled my plan in this same phone call as it is useless and I was scammed. It is now going to cost me $270 to ***** just to get my truck back with no repairs. In total I paid Car Shield 4 payments of $162.70 for a total of $650.80. I want the full amount returned to my method of payment. I was lied to, it cost me time and money. If communication needs to be made it should be done so via email.

  

  Business Response

  Date: 08/06/2025

  To Whom it May Concern,
  
  Thank you for bringing your concerns to our attention and the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  Your complaint was reviewed by our 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.
  
  Our records indicate the claim initiated for your water pump repair was moving toward authorization, then stalled. It was established that the repair facility is overcharging beyond the allowable time for the repair as well as diagnosis of the vehicle, nor do they allow shipped in parts.  As a result, you will be responsible for the difference along with your deductible.  We will require your authorization before we can move forward. 
  
  Please contact us at ************** if you wish to proceed with the pending repair authorization.  Or, we are alternately willing to issue a one time payment in the amount of $508.43, along with a voided authorization and execution of a settlement 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:08/04/2025

  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.

  Complaint sent as an attachment

  Customer Answer

  Date: 08/05/2025

  I would like this situation resolved by either getting a refund of my money paid for each paid into the contract which is a total of ****** along with the diagnostics fees that I paid out of pocket for at each shop which one is ****** and the second one is ******. A second option is to pay for my vehicles transmission to get fixed the full amount as indicated that was covered in the contract.

  Customer Answer

  Date: 08/05/2025

  I have also attached documents for your review. 

  

  Business Response

  Date: 08/06/2025

  Ms. *******,

  We are unable to open the .jpeg attachment in your complaint. We will go ahead and submit your complaint for further evaluation based on the previously received BBB Review. In the meantime, please email the body of your complaint to ******************************* with any additional attachments you see fit for more timely processing. Thank you. -Customer Relations

  Customer Answer

  Date: 08/07/2025

  Re-sent new attachments

  Customer Answer

  Date: 08/17/2025

  I responded to each message. Please advise.

  Customer Answer

  Date: 08/17/2025

  This is what I sent to *********************************************************

  "Complaint-Contract number-MRFLC5410336
  
  ****** *****
  To:  *********************************************************  Thu, Aug 7 at 12:09 PM
  
  
  Message Body
  Good morning,
  
  
  I started my contract with Car Shield on June 12th, my truck began hesitating on June 16th. I contacted Car Shield that day to see how long I would have to wait before I could file a claim. The *** stated after July 7th it would be 25 days. Around July 7th or 8th, I contacted the claims **** and the *** told me to just take it to the shop and the shop would file the claim. I took it to ***************** and they did a diagnostics test on July 17th. The shop contacted me and stated that they called Car shield to see what coverage I had. Car shield informed them that I did not meet the mileage requirement. No claim was made. I contacted Car shield and asked what is the mileage requirement. The *** told me that it needed to be *******. I asked the *** if I got it up to the required mileage could I take it back to the shop and the *** stated yes. ***************** did not file a claim. I paid for the diagnostics fee out of pocket.(See attached receipt/Diagnostic) So instead I took it to another shop that was on the list that accepts Car shield which was Endurance Auto. I took the vehicle to them on July 23rd and they submitted the claim on July 25th. July 28th, I received a voicemail from Car shield stating my claim was denied. I called back on July 29th and asked why my claim was denied. I was told that it was because ***************** called to inquire about my coverage and that I did not meet the mileage requirement when they called. I requested to speak with a supervisor and so my complaint was escalated. From July 17th until now I have spoken with multiple agents and was given many different answers pertaining to claims and rental. The supervisor called me back on July 30th, and was very nasty stating that she listened to the call when I set up the contract and that I acted like I understood what the agent was talking about. This turned into an argument from myself in which she was disputing everything I was trying to tell her. I told her she needed to listen to the other calls and not just one call. I also informed her that I didnt want to renew for August. She said she would take care of it. I want my transmission fixed. This is not fair because they could have told me when I called and got my truck out of the first shop that they were not going to cover it. I am requesting that my transmission gets fixed along with them paying the diagnostics fee for Endurance Auto. Or if not, I would like a refund for both months of contract fees paid which is ****** plus reimbursement for first diagnostic fee paid by me of ****** and the diagnostics fee from Endurance Auto of ******. This has been reported to the Better Business Bureau and the ************************ as a complaint as well.
  
  
  Thank You 
  ****** *******, VCA
  
  
  2 attachmentsDownload all
  
  Invoice (1).pdfpdf  5.5 MB
  
  
  
  

  

  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. In review of the service records, you submitted your vehicle was at an repair facility about 8 days prior for an issue that was diagnosed as a transmission problem. The vehicle was driven for 35 days and 378 miles according to data on the service record. This showed the initial breakdown occurred prior to meeting the wait period criteria of 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

  Customer Answer

  Date: 08/18/2025

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

  Customer Answer

  Date: 08/20/2025

  In addition to the reimbursement of the contract fees, I would like to be reimbursed for the diagnostic fees as well. The settlement agreement is only for the two months of contract fees.  The first diagnostic fee is ****** and the second one is ******. I will email carshield as well.

  Customer Answer

  Date: 08/21/2025

  Any updates from carshield on my recent request for reimbursement on the diagnostic fees?

  

  Business Response

  Date: 08/22/2025

   

  There will be no additional offers or reimbursement. Your vehicle was still in the waiting period and no claim could be started therefore we are not responsible for any diagnostic reimbursements. 

  Customer Relations

  Customer Answer

  Date: 08/22/2025

  Complaint: 23696503
  
  I have reviewed the business' response and am rejecting it because: a claim was started for the diagnostic fee of ******. Claim#*******
  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 08/26/2025

   

  There will be no additional offers or reimbursement. CarShield is not responsible for  ANY diagnostic fees for claims that are denied or unauthorized.  

  If you wish to accept the offer of a full refund, please email ******************************* again NO ADDITIONAL OFFER WILL BE MADE. This has been said through email and in response to your complaint. 

  Customer Relations

  Customer Answer

  Date: 08/27/2025

  Complaint: 23696503
  
  I have reviewed the business' response and am rejecting it because: The diagnostics fee was incurred  during the claims process. I have said this in email and response on BBB website. Either you go ahead and pay  the ****** plus the ****** or this will go further. I WILL not let this go until I am refunded the CORRECT AMOUNT.
  
  
  
  Sincerely,
  
  ****** *******