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:10/08/2025

  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 was recommended to Pep Boy for one of Car shields concierge services upon the work being done at ********* My car still is down and notaking the car back to the shop today for the original problem which is a oil leak *****************, ******** and 96 Street ******** are the two that was working on the car 96th St. will not work on it. They said ***************** has done so bad of a job that they me to send it to a dealership. Theres a lot of information involving this case. I would prefer to talk to someone to get more information if needed you can reach ************ Car she is not taking care of the customer which is me and they are costing me more and more money

  

  Business Response

  Date: 10/10/2025

  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 repair facility called in a claim to replace the intake manifold and scur a valve cover leak. The intake manifold replacement was authorized and paid for. However, the valve cover was denied because it was replaced on 3/21/2025 on a previous claim, the mileage was *******. The repair facility is responsible for that repair under their warranty of 12 months, ****** miles. Any reimbursement or repair to the valve cover would be the responsibility of the warranter of that part, not CarShield.
  

  However, as a resolution, CarShield will refund your payments MINUS CLAIMS PAID 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

• 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.

  They said they would provide warranty for parts on the car. They refused to pay for the parts to repair the car. Called again in August and they still refused. Also, Sept. 3rd 2025 still refused. As of June 2024, until Aug 2025 paid $2140.90. 

  

  Business Response

  Date: 10/09/2025

  CarShield requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC").
  
  The out of pocket costs on this repair were due to the repair facility marking up part prices and verified labor, exceeding the liability of the policy. However, as a resolution, CarShield will refund you a one-time payment of $800 upon execution of a Settlement and Release Agreement and a VOIDED AUTHORIZATION. 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.
  

• Initial Complaint

  Date:10/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/18/2025 I thought about using their service and they said I had until the 18th to cancel. To which I called twice to cancel my service and they have people whose job it is to talk you out of it. The second time I canceled. I told them I wanted it canceled before the maturity date because the guy wouldnt do it on that very day. Then they charged me $100 on my credit card and said that I tried to cancel it a day too late, but I tried to cancel it twice before thatdate and they would not do it.

  

  Business Response

  Date: 10/09/2025

  Thank you for bringing this matter to our attention. We have requested a refund go back to your card. Please allow 5-7 business days for processing. - Customer Relations

• Initial Complaint

  Date:10/07/2025

  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 purchased Carshield extended warranty for my car last year May. My car started to give me trouble so I took it into my mechanic who I trust for more than 5 years now. He stated my car needs an engine replacement. He contacted Carshield to submit a claim. Carshield wants to replace the head gasket which WILL NOT fix my car and get me back on the road. My mechanic clearly stated numerous times the engine replacement is the solution. I have called numerous times and no resolution. They refuse to pay my mechanic to replace the engine. Very stressful situation. This company is scamming people out of their hard earned money each month. Selling consumers a fraudulent dream. Dissatisfied!!!! THIS NOT HOW YOU DO BUSINESS!!!! Carshield has caused me so much stress these past 2 weeks.

  

  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 driven into the repair facility with multiple warning lights on the dashboard and reported that the engine was running hotter than usual. Upon performing diagnosis, the facility found there was coolant inside the cylinders, verifying that there is a failure with the engine cylinder head gasket. The cylinder head and block only have coverage if they are damaged by a moving covered component. The claim was partially authorized for the cylinder head gasket and was to be used as a credit towards the full engine replacement.
  

  The authorized amount can be paid to the repair facility upon receival of the final paid invoice. As an alternative, CarShield can issue a one-time payment to you of the authorized amount of $1592.67 with a VOIDED AUTHORIZATION 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:10/03/2025

  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.

  Car Sheild has a third-party inspection company (****** Squad). The notes that Car Sheild stated that the inspector left, made the inspector a liar. The inspector took a picture of a mechanic scanner, and it didn't show an error code. Then I was told the inspector may have his own scanner. I spoke with my service advisor and the mechanic that did the diagnostics, had the codes. If I didn't keep calling Car Sheild to get the "ball rolling". This caused my rental to expire for the lack of initiative from Car Sheild. ****** Squad Has a bad reputation to say the least. This is the review for ****** Squad Cons:Some complaints about missed issues in reports Occasional poor communication or lack of follow-up Inconsistent inspector quality depending on location

  

  Business Response

  Date: 10/07/2025

  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 for a steering issue and a suspension issue. Your repair facility also  requested a rack and pinion and a passenger side upper control arm. An inspection was requested to verify failures the same day claim was started.  You were also provided rental at that time.

  Your inspection was completed on 9/29, submitted on 9/30 and reviewed the same day. Only the control arm was verified failed. Your repair facility did not provide a tech to assist the inspector and the inspector was not able to verify the failure to the rack and pinion. The only diagnosis that was provided for the rack and pinion was codes and without the tech, the inspector could not verify them as inspectors scan tool did not show them. The adjuster was looking to move the claim forward for the control arm but was not able to reach the service advisor at your repair facility. On 10/2, your repair facility called in to check claim status and they were advised to submit scan tool photo showing the codes. The repair facility submitted them and about an hour later the claim was moving forward with sourcing for the rack and pinion being submitted. On 10/3, your repair facility called in and advised they could match pricing on rack and pinion but not control arm. AT that time you were informed your approval on part option out of pocket was required. Within an hour you called ******************** and approved the out of pocket costs and the claim moved forward with AAS sending the control arm and your repair facility providing rack and pinion. *** was made to RF and claim authorization info was provided. Control arm was ordered with an  estimated arrived of 10/6-10/7 and your rental was extended to10/5/25. 
  
  ******************** authorized 7 days of rental as a courtesy since your contract max is 4day or $280.00.

  Lemon Squad is a third party inspection company.  Any complaints or issues regarding their service should be sent to them directly. 

  Customer Relations

• Initial Complaint

  Date:10/03/2025

  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.

  My mother ****** ****** has a 2014 Chevrolet sonic her check engine light came on in her car (the sonic) and we took it to ****************** in *********************. ****************** filed the claim about what needed to be fixed regarding the check engine light. Car shield said they will send out a technician to double check. The technician told ****************** to clear the check engine light without fixing the issue and if the check engine light comes back on they will authorize to fix the issue. I then called car shield and asked them if thats what the technician really said they replied yes mam I asked to double check if theyre going to pay for it to be fixed next time because the check engine light means something is wrong. About 3 weeks later the check engine light came on again so we took my moms car back to ****************** and there is oil in her coolant system and her radiator is cracked. And they dont want to cover any of the damages to the entire coolant and oil system and thermostat its now 2 weeks later and her car is still in the shop. Car shield is now upset they have to pay for the radiator it took over 72hrs for their technician to go see the car which is only supposed to be 24 to 48 hrs for them to arrive, now they are only replying once every 24hrs to ****************** about my moms car. The technician went by on Wednesday and barely gave them authorization today October 3, 2025. ALL IN ALL IF CAR SHIELD WOULD HAVE DONE THEIR JOB CORRECTLY THE FIRST TIME MY MOMS CAR WOULDN'T COST OVER ***** DOLLARS IN REPAIRS THAT THEY DONT WANT TO PAY! OR ARE LAGGING TO PAY SO THEY ONLY COMMUNICATE ONCE EVERY 24 HOURS.

  

  Business Response

  Date: 10/06/2025

  Based on the name and email address provided in your review, we are unable to locate your
  contract. Please email ******************************* with your contract number so that we can properly address your concerns.
  We look forward to hearing from you. -Customer Relations

• Initial Complaint

  Date:10/03/2025

  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 made contact with car shield October 2025. My car is in need of a repair and I was told by two customer service representatives and a supervisor that my claims couldn't be covered. I was also denied a denial letter, they stated that no claim was made but I was told by another agent that all id need to do is take the vehicle to a shop and have them contact car shield. My contract states that engine, transmission and turbocharger would all be covered and now Im told it wont be. Ive pad monthly on time and the company who claimed theyd provide protection failed me as it has many others. I would not recommend this service to anyone. They talk a great game but its up to them if they want to cover you or not. They refused to give me any denial letter even after denying my repairs.

  

  Business Response

  Date: 10/06/2025

  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 claim was called in for PCV valve failure and super charger clutch failure. This is a long-term failure which would have been in effect before the initiation of the policy, making it a preexisting condition which is not coverable by terms of the contract.
  As a resolution, CarShield will refund your payments in full 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

• Initial Complaint

  Date:10/03/2025

  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.

  received a cold call from carshield and answered all questions honestly..contracted car shield mobile vehicle protection plan oct 2 2024,for ****** a month and paid every month thru August 2025.totaling $********. ,Agent ***** ******* never asked if a commercial vehicle,but was sent pictures of it with signs on it . i would have paid surcharge of 26 a month if asked, On June *******, my van broke down,and claim #******* was started,with "*******"authorizing a tow to masterauto care of jupiter. "patriick"authorizeed car shield to pay ****** to master auto to look at car?. on 7/10-master auto stated it needed a new engine. on 7/14/25 car shield ,"***** Orellanao " of car shield told ********** they would pay them $474.89 to drop the oil pan for inspection. ( ****** had to pay this). 7/14 an inspection was ordered, car shield did an inspection, and Denied cocverage due to" being a commerciqal vehicle" on July *******. MONEY WAS ACCEPTED BY CAR SHIELD TO PAY FOR THISA VANS COVERAGE THROUGHY AUGUST ********. THE ENGINE REPLACEMENT ESTIMATE WAS AROUND ******. AND SHOULD BE PAID BY CAR SHIELD WHOM COLLECTED 11 MONTHS OF PAYMENTS FOR THIS VEHICLE- IF CAR SHIELD ERRORED IN HOW MUCH THEY CHARGED MONTHLY, THEY SHOULD ASK ME TO PAY THE SURCHARGHE ,WHICH TOTALS $225.00 RIGHT NOW-THEY TOOK ********, OF MY MONTHLY INSURANCE/REPAIR COVERAGE PAYMENTS, THEY DDID NOT EVEN PAY THE $584. TO MASTER AUTO CARER FOR WORK THEY AUTHORIZED , I ACTUALLY HAD RIGHTS TO A RENTAL CAR FOR 14 DAYS AFTER BREAKDOWN, AND I BELIEVE bbb SHOULD FORCE THEM TO PAY FOR MY ENGINE REPLACEMENT AND THE $584. TO MASTER CARE AUTO.

  

  Business Response

  Date: 10/07/2025

  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.
  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 claim was denied for commercial use as the contract was not written for a commercial vehicle. Upon review of the sales calls, our associates were told the vehicle was for personal use only - with branding. This was proven inaccurate upon inspection.
  As a resolution, CarShield will refund your payments in full 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: 10/27/2025

  Complaint: 23967832
  
  I have reviewed the business' response and am rejecting it because: 

  1,CAR SHIELDS LEGAL TEAM GAVE WRONG ANSWERS-  THEY DO DO COLD CALLS - AND THEY STILL DO  

   

  2. Again, when i signed up my 2016 van -  i was not asked if it was commercial or not , i was asked my name for the contract , and i was asked if anything was wrong with it .  i was told all the things they cover and repair , and whole motors is on the list 

  3.  They sent me a 5/6 page email  which said everything they cover-   and this document    SAYS NOTHING ABOUT COMMERCIAL VEHICLES AT ALL  AND SAYS NOTHING ABOUT  COMMERCIAL VEHICLES BEING EXCLUDED OR SUBJECT TO A SURCHARGE 

   

  **THE ONLY DOCUMENT THAT SPEAKS OF COMMERCIAL VEHICLES BEING EXCLUDED OR SUBJECT TO A SURCHARGE ,  IS THE MUCH LARGER -LIKE 60 PAGE WARRANTY DOCUMENT THAT WAS TOO LARGE TO PRINT OUT   AND WAS NOT SENT UNTIL I DEMANDED IT -  

   

  4. CARSHIELD , IS UNDER OBLIGATION TO REPAIR MY ENGINE,   THE 5/6 PAGE DOCUMEN T / CONTRACT THEY SENT ME    DOES NOT EXCLUDE MY VAN

  ** AT THE WORSE=IN RELATION TO "COMMERCIAL"   THEY CHARGE AROUND $20. A MONTH TO INSURE COMMERCIAL VEHICLES

   

  i WILL PAY THE " SURCHARGE FOR COMMERCIAL VEHICLES"    AND CARSHIELD IS TO  PAY FOR MY ENGINE    AND PAY NASTER CARE THE $ 484.  WORK CARSHIELD AUTHORIZED THEM TO DO.

   

  5, I COULD HACE RENTED A VAN FOR 14 DAYS IMMEDIATELY UPON MY BREAKDOWN   .I DID NOT DO THIS AND I SAVE  CAR SHIELD  $1400.00   , 14 DAYS OF RENTALS 

  6.

  MASTER CARE ENGINE COST MAY HAVE BEEN HIGH-     AAFTER CAR SHIELD TOOK 2 MONTHS TO 

  DENY MY CLAIM-      I WAS FORCED TO CHANGE SHOPS

  **

  NOW -VAN IS AT MOSTROOS MECHANICS-************* *******-   MANAGER:561`814 4234

  E MAIL;  *********************************************************************************************************************************************

   

  ADDRESS'  *********************************************************************************************;   ************    *  

                                                                         INSTALL LABOR AND PARTS =                $2900.00

              Engine purchase -  a and m auto parts                                                                 $3,200.00

                              ( 3 year engine warranty)                 

                                                                        total due from car shield                             $ 6,100.

                                                                                 plus -0master care                                   484.00

   

                                                                                                            total billl                  $ 6,584.00

  *ENGINE PURCHASED AT :  A AND M AUTO  PARTS;   USED ENGINE UNDER 34 YEAR WARRANTY

      ( ****** miles on used engine ) 

   

  6.  master care estimate  was  $19,000     now desired car shield bill is        $6,584.00     thank you 

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

  

  Business Response

  Date: 10/27/2025

   

  CarShield and American Auto Shield stand on the adjudication of your claim.  The vehicle contract was emailed to you the day you purchased your contracts.  When the sales agent asked if you wanted to hold to see if you got the email, you said "no, that you would probably be calling back anyway."  CarShield never received a request for a copy of the contract until after the claim had been denied. We have attached a copy of the picture used to determine commercial use.

  In an effort to help with your out of pocket costs, CarShield will refund our payments in full for both contracts (MFF5209210 & MFF5209256) with a signed Settlement Agreement. Please email ******************************* if you wish to accept this offer. 

  Customer Relations

   

  Customer Answer

  Date: 11/07/2025

  i,****** m ***** ,have replied to car shield today accepting their offer to re-inburse me  both of the contract  totals i had paid in to them,        it comes out to close to $4,800.

• Initial Complaint

  Date:10/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Totally a waste of money. After paying over ** in monthly fees for a year, they paid a whopping $76 for a part with no labor included. If I had set that $1,200 aside instead of giving it to these scammers I would have had more than enough to pay for my own repairs. I will be leaving a negative ****** review and filing a fraud complaint with the BBB. I already know theyre a lot of people ahead of me.

  

  Business Response

  Date: 10/06/2025

  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 claim was called in for a list of concerns including transmission issues, leaking heater hose, and exhaust issues. The only items listed for coverage were the transmission issues, which the first repair facility did not want to proceed with due to code history and no current concerns,and the *** solenoid. There was no verification of any failure in the claim.
  As a resolution, CarShield will refund your payments in full MINUS CLAIMS PAID 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

• Initial Complaint

  Date:10/02/2025

  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.

  My wife ******* and I are living a nightmare with CarShield. We bought their warranty for peace of mind when we purchased our used 2018 Dodge Journey (86k miles) in Nov 2024. Instead, weve been stranded without a car, nearly $1,800 out of pocket, plus our deductible and monthly premiums with no real help from CarShield.Timeline of events:June 2025 Engine began failing. Car sent to ******* Automotive in ********. Rental car from 6/267/25, CarShield only covered 14 days.Aug 4 Leak reported; shop dismissed it.Aug 28 Engine blew while driving. Car towed back to *******.Aug 29Sept 6:Paid out of pocket for rental. CarShield only covered 3 days (9/69/9). Since 9/10 to today, weve paid everything ourselves.Sept 16 Shop told us: ***, the engine CarShield sent is no good. It wont even turn over.Sept 24 CarShield ordered another engine, ETA 9/299/30.Oct 2 Car was scheduled to be completed 10/1. I called ******* to get a status update . **** informed me the engine is also no good coolant found in the oil. CarShield said they are reaching out to vendor management and will call me back Monday but still refused to provide a rental car.Meanwhile CarShield has refused any additional rental coverage**.Weve paid nearly $1,800 out of pocket in rentals, plus our deductible and premiums.I'm out of work, and ******* is covering all expenses alone.CarShield commercials promise security and peace of mind, but in reality, theyve abandoned us. Were not just inconvenienced were financially drowning, stressed beyond measure, and without reliable transportation.We know were not the only ones. Families need to know the truth about how CarShield treats its customers. Please help shine a light on this.

  

  Business Response

  Date: 10/08/2025

  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 started with your repair facility requesting an engine. Your vehicle was inspected and the engine knocking from bottom end was confirmed. An inspection also confirmed mileage was shown to be *******. An oil change sticker showed ******* as next recommended change interval. Inspection sign off sheet was not for this inspection/claim, it shows to be for claim *******. This was also not noted by any adjuster.

  Your claim was authorized for engine replacement using  an AAS used engine provided by C&K. CH was provided max rental of 14 days. Used engine #1 was installed and failed within one month of vehicle leaving your repair facility being paid. Used engine #2 failed about weeks after that. Engine #3 was a reman provided by C&K and it failed during the first ***************************************************** the shop. A rental was initially provided to you for 14 days when the claim was started.  You were also provided another 7 days of rental after used engine #1 failed. There are notes in the claim indicating the you have submitted any rental final invoices to vendor management so they can be sent to the vendor for a review for possible reimbursement.  

  ******************** has advised they have reached out to the repair facility and updated the claim with notes showing they are looking to authorize the claim to the limit of liability and will move forward with the repair facility's engine. The claim is currently waiting for ******** approval. CH has been advised of the potential path forward. 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