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:10/02/2025

  Type:Order 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 began using Car Shield on April 2, 2022. I have paid over $2600 in the 3 years I had Car Shield. When I had an issue come up, they denied this claim. I was unaware that my car had been totaled. Car Shield denied my claim because of that. They only offered $1500 in compensation. I would like all of my money back.

  

  Business Response

  Date: 10/02/2025

  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: 10/03/2025

  I'm just waiting for this dispute to be over with they did call yesterday and said they would give me all my money back which is not when I want to put my car in not have the cost of what they promised for my motor transmission sensors things that they would do to my car when I signed up and when I got my claim and put it in they cancel my time contract

  Customer Answer

  Date: 10/06/2025

  I would take the settlement of $3048.32 from Car-shield. 

• 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.

  I purchased a CarShield warranty in November 2024. In August 2025, my vehicle experienced a transmission-related issue. I took it to a certified shop on 8/14 and contacted CarShield on 8/15. A representative told me I could pick up a rental car while the claim was processed. However, I later learned that rental coverage only began when the shop contacted CarShieldnot when I didresulting in limited reimbursement.CarShield delayed the repair by requiring an inspection with no clear timeline. The inspector took several days to arrive and submit findings, adding nearly a week to the process. Despite this, CarShield only reimbursed me $259 for rental costs, even though my car was in the shop from 8/14 to 9/3.Once the repair was approved, CarShield chose to ship a cheaper part rather than use the dealers, delaying the repair further. They also refused to cover full labor costs, forcing me to pay the difference. A representative dismissed my concerns, saying, This is better than paying out of pocket. In total, CarShield paid less than $400, while I paid over $1,700 out of pocket for a repair originally quoted at $900.Their poor communication, misleading rental policy, and refusal to cover reasonable costs made the warranty ineffective. I will never do this again!

  

  Business Response

  Date: 10/06/2025

  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 contacted American Auto Shield to start your claim on 8/29/25 and stated there was no check engine light and that your complaint was vibration since the brakes were replaced. The code used for diagnosis was never confirmed and looking at the inspection report there was a list of potentially covered failures seen that were not addressed. All delays past inspection were the responsibility of your repair facility.  Your payments were already behind when claim was called in.  Your contract is now cancelled for non payment.

  As a result CarShield will refund your last 4 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:10/02/2025

  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.

  I am requesting a good-faith reinstatement of my CarShield policy for my 2021 GMC ****** 2500HD Diesel.I purchased my policy at approximately ****** miles and have been a CarShield customer since.Recently, my truck was stolen. I called CarShield and followed instructions to cancel my policy while the vehicle was not in my possession.After the vehicle was recovered, I called CarShield to reinstate coverage but was told this could not be done until I physically had the truck.When I attempted to reinstate coverage after recovery, I was informed that the policy had been cancelled for nonpayment. This cancellation was not due to any fault of my own it resulted from CarShields prior policy instructions.Resolution Sought:I request that my policy be reinstated under its original terms, or that I be provided continuity coverage reflecting my long-term customer status and original enrollment mileage.I am seeking a resolution that acknowledges the good-faith steps I took and rectifies the unjust cancellation.I have documentation of my communications with CarShield and the dates of the theft and recovery, if needed.

  

  Business Response

  Date: 10/02/2025

  Thank you for bringing this matter to our attention. Unfortunately, we cannot reinstate the cancelled policy as we cannot be liable for any issues that may have arisen while the vehicle was not in the possession of the contract holder and not under coverage. We are sorry to lose you as a CarShield customer. -Customer Relations
  

  Customer Answer

  Date: 10/03/2025

  Complaint: 23961730
  
  I have reviewed the business' response and am rejecting it because: 

  This a very weak stance and response that I wasnt in procession of the vehicle during the time it was stolen. The police recovered the vehicle 1 week after it was stolen. The remainder of the time was transport from ******* to ****** and being in the shop having the theft damage repaired.  
  
  If this had been an accident needing to be repaired, perhaps from someone else driving my vehicle, it would not be handled this way by your company  

  If you as a company were so worried about a week of someone else driving or not performing preventive maintenance, your contract would state that you would not be allowed to loan your car during the time of ownership or have your vehicle towed or transported to a repair shop at any time  

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

  Customer Answer

  Date: 10/03/2025

  This is a weak and inconsistent stance. The companys justification that I was not in possession of the vehicle is unreasonable given the circumstances. My vehicle was stolen and recovered by police one week later. The remainder of the time was spent transporting it from ******* to ****** and repairing verified theft damage at a licensed shop.
  
  
  If CarShield truly believes that coverage cannot be reinstated whenever a customer is not in physical possession of their vehicle, then by that logic, no customer could ever:
  loan their vehicle to another driver,
  have their vehicle towed, or
  leave their vehicle at a repair shop for extended service.
  
  
  None of these reasonable and common situations are prohibited under the contract. The companys refusal to reinstate my policy contradicts both the intent of coverage and good faith standards in contract administration.
  
  
  I acted in good faith, notified CarShield immediately when the theft occurred, and attempted reinstatement as soon as I was instructed it would be possible. I am requesting that CarShield reconsider reinstatement under the same terms as before the theft, as no misuse or neglect occurred during the period the vehicle was secured and under repair.
  
  

  

  Business Response

  Date: 10/06/2025

   

  CarShield will not reinstate your prior policy. If you wish to start a new policy with a new waiting period and the current price of the policy your vehicle qualifies for, you are welcome to do so. 

  Customer Relations

  Customer Answer

  Date: 10/07/2025

  Complaint: 23961730
  
  I have reviewed the business' response and am rejecting it because:
  This is unsatisfactory customer service. This goes against what they originally told me would be the outcome after my vehicle was out of the shop. 
  
  ******* ***********

• Initial Complaint

  Date:10/01/2025

  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.

  Re ***** Gray&#**;s policy We took our car in last week, they denied the claim. They said it was an outside source that caused the damage. I don&#**;t see any damages on the car. I called the first time and the *** couldn&#**;t do anything for us. I called back and spoke to *****, a *** there and spoke to him for 2 hours. No call back. We called back a couple times and didn&#**;t hear anything. I was told there was no escalation done on my call. I feel like we are being ping ponged around. I have been asking for a supervisor and I wasn&#**;t transferred to anyone. No one has called me back. I would like for them to repair my son&#**;s car and also an apology.

  

  Business Response

  Date: 10/03/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. ******************** ("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. 

  The failures have been found to come from an external influence. The failures have not catastrophically failed which is why coverage will not be extended. The radiator has been punctured by a foreign object from the front side all the way through to the back side. The foreign object that punctured the radiator then hit the fan as it was spinning and caused the assembly to shatter. 

  We stand by our denial and nothing will be authorized on this claim. 

   

  Customer Relations

• Initial Complaint

  Date:09/30/2025

  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.

  CarShield said that they would cover my 2014 ****** Altima repairs instantly but that I would be subject to a $1k deductible for the first 3 months. I bought the car and immediately had transmission issues. CarShield now says that there is a one month waiting period and a mileage minimum to repair my vehicle. I want them to honor the contract and cover my vehicle repair now.

  

  Business Response

  Date: 10/02/2025

  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 a 9/30/2025 call, 8 days after initiation of your contract, you advised there was a transmission concern that originated at or prior to purchasing the vehicle. At only 8 days after initiation, your contract was and is still in the waiting period, see page D2 of contract PLAN INFORMATION: WAITING PERIOD YOUR BREAKDOWN COVERAGE begins after either of the following days and milage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the contract effective date.
   Additionally, as we know the transmission to have a preexisting condition, this would need to be repaired and then a 12 month, 12K mile waiting period would need to elapse before the transmission would be coverable by the contract.  The claim is not eligible for coverage in accordance with 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:09/30/2025

  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.

  Refund denied due to companies staging of dates and delays initiated and performed to deliberately defraud users of there contractual reinbursement of said rental car if used as directed. They argue with the repair shops and deliver parts that can't be used in order to delay payments and stretch payments over months of time. As they continue billing same customers and denying shops legitimate ********************** requests. All I asked for was what I paid for. NOT A LIE or fraudulent claim date that serves to defraud and deny what the contract was agreed upon. Thank you !!

  

  Business Response

  Date: 10/03/2025

  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").
  By term of your contract, CarShield has no obligation to cover additional rental days due to repair facility delays. With the pay out of claims far exceeding premiums paid to the contract, no refund is due. However, as a courtesy to you we will provide you with a one-time payment of $300 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:09/30/2025

  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.

  The ** went out in our 2017 Kia *** with only ****** miles on it. We had Carshield Contract MRF5362056, which is the best coverage plan they have. We had our first claim on 8/05/25 which involved our ** compressor going completely out. We went to a "CarShield" approved mechanic to have it diagnosed and repaired. The Auto repair center was more than willing to work with our CarShield contract people. Upon calling in this claim to CarShield, advised that someone would have to come out to talk to the repair shop to confirm findings. We waited three days for this to take place, all while our vehicle was parked in the 115 degree heat here in **. Then CarShield was asked to use parts provided by CarShield (not the parts that were ordered directly from the manufacturer). The parts provided would be reconditioned and/or used parts. Not new. What shop should provide a warranty on parts that are not even new or from a known source??? I wouldn't.I cancelled my contract "in writing" online and via ****, AS well as via phone with an employee "******" on August 14, 2025. Now I find that I was charged $139.99 on AUGUST 16 AND SEPTEMBER 16, 2025 (Total of $279.98). I do not like being lied to. HELP!!! After I cancelled in every way humanly possible. The business dealings of CarShield are extremely deceptive and dishonest. I called and emailed again on 9/29/25 when I found the CONTINUED AUTO CHARGES on my credit card. I was told that they would cancel, however, I would not be getting a refund for the 2 months that were fraudulently billed and paid. I am very disappointed that a business like this constantly advertises how great they are and how awesome the service is. CARSHIELD IS CROOKED. AVOID THEM AT ALL COSTS!

  

  Business Response

  Date: 10/01/2025

  Thank you for bringing this matter to our attention and allowing the opportunity to respond. We can confirm in our internal system that you contract is in fact cancelled as of 9/29/25. As a resolution, CarShield will refund your last 4 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

  Customer Answer

  Date: 10/03/2025

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

  This is what CarShield promised Regarding our Contract # MRF5362056 

  
  MESSAGE FROM BUSINESS:
  Thank you for bringing this matter to our attention and allowing the opportunity to respond. We can confirm in our internal system that you contract is in fact cancelled as of 9/29/25. As a resolution, CarShield will refund your last 4 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

• Initial Complaint

  Date:09/30/2025

  Type:Order 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.

  They are notorious for repeat calling. They have been spam calling for months now and it is ridiculous... It shows the kind of business they are in.

  

  Business Response

  Date: 09/30/2025

  Thank you for bringing this matter to our attention. We have removed you from our call and mailing lists as well as block your number from our internal system. We are sorry to lose you as a potential CarShield Customer. - Customer Relations

  Customer Answer

  Date: 09/30/2025

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

• Initial Complaint

  Date:09/29/2025

  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.

  I purchased a vehicle warranty on 08/22/2025. My initial payment was $219.99, for which I was Immediately charged. I was also charged $219.99 again on 09/19/2025. Over the next month, I started reviewing this company's reputation. I ended up finding out that they were successfully sued for consumer fraud and deceptive practices. As a consumer myself, I didn't feel comfortable continuing to do business with the company after learning of this. So naturally, I canceled my policy on 09/23/2025. When I asked to be reimbursed, I was told by customer service that I was no longer entitled to a refund because I hadn't canceled before 09/21/2025. This, in my opinion, is highly unethical. In the span of 30 days, I was charged a total of $439.98 and received absolutely no services from this company.

  

  Business Response

  Date: 09/29/2025

  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, as a courtesy, we will will refund one monthly payment in the amount of $219.99. We are sorry to lose you as a CarShield Customer. - Customer Relations

  Customer Answer

  Date: 09/30/2025

  Complaint: 23949241
  
  I have reviewed the business' response and am rejecting it because: ************ provided me with no services to justify withholding any part of my refund.  Had I known about the legal and ethical misdeeds of this company before hand, I never would've given them my business.  I didn't receive any goods or services from this company, so I feel it's only fair that my payments be refunded in full.
  
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/30/2025

  As previously stated, accodring to your contract, CarShield has no obligation refund ANY amount after the 30 day grace ******* The remaining payment made of $219.99 has been requested for refund. Allow 5-7 business days for processing. This makes for a complete refund of paid premiums. CarShield considers this matter closed. - Customer Relations

  Customer Answer

  Date: 10/01/2025

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

• Initial Complaint

  Date:09/28/2025

  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.

  Their sales team was deceptive and flat out lied about the coverages that they offer. I specifically asked about the battery coverages for my *****, their representative told me $10,000 per month SPECIFICALLY on the battery. As soon as the deal is closed, of course it was a lie. They include $6,000 YEARLY of battery coverage. YEARLY. This is absolutely unacceptable. Their sales people lie to customers in order to close the deal. Thank god I read the fine print.

  

  Business Response

  Date: 09/29/2025

  Thank you for bringing this matter to our attention. All of our calls are recorded for quality assurance. We will review the sales call and address our staff accordingly. As is the policy for all of our contract, a full refund is available upon cancellation within 30 days of the initiation of the contract. We can confirmed that your refund is processing, please allow 5-7 business days for completion. We are sorry to lose you as a CarShield customer. - Customer Relations