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:09/27/2025

  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 Shield did not pay all of the amount the *************** stated it would cover under the this contact. I called them numerous time and each time I got a different person and a different amount for what they would pay. This company does not stand by their ********** contact acct. Number MRF ******* this for Car Shield. This problem stated on 8-13-2025 Car Shield also took a while sending a adjust to evaluate the problem. My rent car time expired before I could get my vehicle fixed. I spent over $2,400.00 on repairs and car rental.

  

  Business Response

  Date: 10/01/2025

  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").
  Your vehicle was towed into the repair facility, and the claim was started on 8/13 with transmission and anti-lock braking system concerns. An inspection was set up same day. These concerns were verified, and coverage was applied, with the claim getting authorized on 8/25 and supplied parts being sent to the repair facility.
  There are no changes to be made on this claim, and no additional amount will be authorized. However, in effort to resolve this matter as you have been a long-time customer, please send us your paid rental invoice to ******************************* to review for potential reimbursement options. Please be sure to include your contract number for faster processing. We look forward to hearing from you.  -Customer Relations

  Customer Answer

  Date: 10/04/2025

  Complaint: 23942171
  
  I have reviewed the business' response and am rejecting it because:
  
  The company(Car Shield) stated that the parts that was torn up was covered under this diamond package that I am paying to have. . Also the part that Car Shield paid to have replaced is said to be warranted for 12 months (Transmission) ordered through *********** I can't

  seem to get any paper work on the part that *************** replaced. *********************** Macon GA. phone ************. I have called Car Shield several time in reference to this matter but, to no avail was I able to get the paper work that

  I requested. The order number Auto nation A *********. Thank you in advance to looking into this matter. I don't mean to waste any time.

  '
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/07/2025

   

  Your contract administrator ******************** can help you with parts warranties through Auto Nation.  Please contact them 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

  
  

• Initial Complaint

  Date:09/26/2025

  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.

  After years of them calling to try to get me to buy their insurance, I purchased a contract for my 2012 ************* SLK 350. I haven't owned the car for over a month and I canceled my policy but they relentlessly call me three and four times a day even after being asked to be removed from the do not call list to try to sell me insurance. I have a brand new car and I don't need car shield I only needed it for my ******** that was a 2012. They are also trying to charge me for a contract I canceled a month ago and I'm getting ready to obtain an attorney if I can't get some resolution. They called me 17 times today! 17! It's bordering on abuse!

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this matter to our attention. We have placed you on our do not contact list as well as blocking your phone number from our internal system. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:09/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Car Shield for several years I had to repair a few years ago and didnt have any issues with car shield paying or reimbursing me for the car rental. However, this time car shield doesnt want to reimburse me for my 14 day car rental for a transmission overhaul. My contract clearly states for the transmission I get 14 They only want to pay me seven because they said they only repaired a torque converter. The receipt I have from the dealership shows transmission overhaul and a water pump. Not to mention, I had to wait five days for an inspector to get out there to approve the repair before the dealership would start working on it so during those five days I had to cover the car rental.. Im not sure how CarShield can deny my claim for the 14 day rental reimbursement when my invoice from the dealership clearly states, transmission overhaul and my service *** at the dealership even verified with car shield prior to me renting the car that I had 14 days. How can they deny that when it was already approved? How can they pay for the repair and then turn around and reject part of rental reimbursement for said repair . I have spoken with several claims ***resentatives at car shield who all wanted to argue with me. I have requested a supervisor contact me to get thiscleared up. I even offered to provide them a copy of my receipt from the dealership showing transmission overhaul, and the claims *** stated she has same receipt, which is clearly not the case if she cant see where it says transmission overhaul.

  

  Business Response

  Date: 09/29/2025

  Thank you for bringing this matter to our attention. 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 mechanical portion of the claim was adjudicated correctly.

  However, your rental reimbursement was incorrectly capped off at 7 days. Reimbursement has been approved for an additional 7 days of rental at the same rate of the initial 7 days, $338.78. Our payment processing has been notified of the reimbursement due. Please allow 7-10 business days for processing. We apologize for the inconvenience. - Customer Relations

• Initial Complaint

  Date:09/26/2025

  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 husband is 91 and we brought ********************* April of 2019. I been having problems acceleration. The dealership has had my car since July 28, 2025 when no response or follow-up . My car has been in the shop for over a month and need my car to be fix asap. I have gotten nothing put the run around from car-shield and warranty company is keeping the dealership for fixing my car under their warranty. The dealership phone number is ************ and ask for Mr. **** ***** the service advisor.

  

  Business Response

  Date: 09/30/2025

  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 *** 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 is at a stand still due to the current repair shop not moving the claim along by providing *** what they need. 

  Nevertheless, in efforts to resolve this matter we have two options to offer you. First, you may move the vehicle to a new shop in hopes they will be responsive to move the process quicker by providing what is needed. Second, if you choose to not want to move the vehicle and move forward with the claim we will offer you a full refund of the premiums you have paid thus far upon execution of a signed settlement and release agreement. If you choose to accept this offer please email ******************************* so we may draft the agreement and send it to you for your electronic signature. 

   

  Customer Relations. 

• Initial Complaint

  Date:09/25/2025

  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.

  4 to 5 calls a day. Want them to stop. Asked them to stop but they fo not.

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this matter to our attention. We have added you to our do not contact list to stop all mailers as well as blocking you phone numbers from our system. We are sorry to lose you as a Carshield customer. - Customer Relations

  Customer Answer

  Date: 09/26/2025

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

• Initial Complaint

  Date:09/25/2025

  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.

  After taking my car to repair shop,they sent someone to the shop to verify the repair after finding out the cost they declined to pay for it.they said they check carfax and council my policy,they I owed the in and out about my car they repaired it twice they knowed the mileage.I was cover until I file that claim, they denied my claim on 8/25/2025 they deducted my monthly payment on 8/29/2025,they drop me on 9/21/2025.carsheild knowed everything about my car,it was the price of repair,they should not be aloud to con people.

  

  Business Response

  Date: 09/25/2025

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

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

  In review of Carfax report the inception mileage given at the time you purchased your vehicle service contract was incorrect and your vehicle did not qualify for diamond contract. Prior paid claim ******* will stand as adjudicated as claim has already been paid. Client relations reviewed and denied your claim correctly and your contract was cancelled. 

  Since we are unable to provide coverage for your vehicle, CarShield will refund your last 36 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* if you wish to accept this offer and we will draft the Agreement for your electronic signature.

  Customer Relations

   

• Initial Complaint

  Date:09/25/2025

  Type:Sales and Advertising 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.

  See information below

  Customer Answer

  Date: 09/25/2025

  On Monday, 8-25-25,  at approximately 1:30 PM, I was driving my Dodge 1500 RAM truck,  and began smelling gas.

   Since I was passing close to my mechanics shop, I immediately pulled into his drive. He could smell the gas, and told me to start the vehicle (as I had shut it down when I pulled into the lot to retrieve him from the office).

  When I cranked the engine, it started and **** (my mechanic) was looking underneath the truck near the gas tank. **** told me to shut it down immediately, and informed me that he saw  fuel being sprayed on the underside of the truck bed, and on top of the fuel tank. **** said that he believed the output ****** from the fuel pump may be cracked.

  **** told me that the truck could not be driven, as it was hazardous in this condition.

  I called Car Shield and informed them of the situation. They requested the mechanic call them with the pertinent information, i.e.  vehicle information, diagnosis and estimated repair costs, which he did.

  Car Shield told **** that they would send an inspector out to his facility within 24 hours, to visually inspect the vehicle and take pictures of the damages.

   

  At approximately 3:11 PM, that day, I received a text message from American Auto Shield, informing me that Claim # ******* had been established for this matter.

   

  On Tuesday, 8-26-25, **** informed me that no one had arrived at his facility, and I called  Car Shieid to inquire about this. I was told that Inspectors have ***** hours to go to the facility

  On Wednesday, 8-27-25, **** told me that an Inspector had arrived at approximately 1:00 PM. He inspected the situation, and took pictures. **** stated that he had grabbed the fuel line and it snapped off from the fuel pump, with the fuel output ****** from the fuel pump still lodged in the fuel line going to the engine.

  **** states that the investigator had observed this and documented it

  The fuel pump was obviously defective, and needed to be replaced.

  The Inspector told **** that Car Shield would have to call him to authorize the repair, as he did not have the authority to do so.

   

  On Thursday, 8-28-25,  **** told me that he had not yet received a call from Car Shield to authorize the repair. I called Car Shield , at approximately 2:00 PM, and spoke with customer service representative ******, and she told me that an Inspector has 24 hours to submit his report to the adjusters,  and they have not yet received it.  She also informed me that Car Shield would authorize a rental vehicle for a maximum of $100.00 a day for 7 days during this period while the vehicle is in the shop and unavailable.

   

  On Friday, 8-29-25, **** told me that he still had not received an authorization for the repair, and I, again, called Car Shield at approximately 3:05 PM, to inquire about the status of this claim. I was told that the inspector has still not submitted his report, and that they have up to 48 hours to submit their report ( the 24 hours that ****** told me the day before notwithstanding). I pointed out that this shop doesnt work on Saturday (8-30-25) and Sunday (8-31-25), and Monday (9-1-25) is a holiday, Labor Day. The customer Service *** told me that they are trying to locate/contact the Inspector at this time and, without his report, there is nothing the adjusters can do.

   

  On Tuesday, 9-2-25, after ascertaining **** had still not received an authorization for repair, I called Car Shield and spoke with *******. After checking with the adjusters, she said that the adjusters were trying to contact **** and instruct him to drop the fuel tank to see where the leak was coming from.

  **** said that he had his phone with him all day and had not received a call from Car Shield that day. Furthermore, the source of the leak had already been established, in the presence of their Inspector, when he was there on Wednesday.

   When confronted with this information, ******* said there was nothing she could do.

  It was at this point that I demanded to speak with a supervisor/manager, and she said that she would send in that request.

  I also called **** and authorized him to fix the vehicle, and told him that I would pay for the repair bill and loaner rental, because Car Shield was not moving the claim, and I could not afford to continue with the loaner at a rate of ***** a day.

  On Wednesday, 9-3-25, I spoke with **************** Supervisor *****,  and completely explained everything that had transpired up to that point. She told me that she cant override anything, including the adjusters.

  On that day I also emailed Car Shield, informing them that I was cancelling my account, effective that date.

  On Saturday, 9-6-25, I called customer service and spoke to Mondra, asking er about the status of the claim. She told me that the claim was listed on the computer as Inactive. When I asked for the reason given for it to be placed on Inactive status, she told me that according to the Inspectors report, there was no verified failure on the fuel system, adding that there was a notation that there was just some rust on the fuel line (the fuel line is made of nylon tubing). I later spoke with ***** and ***, who is an assistant to the adjusters. *** told me the same thing; there was no verified failure on the fuel system.

   

  Given the foregoing, it should be obvious that I was getting the run-around and conflicting information from the personnel at Car Shield, and that Car Shield never intended to cover this legitimate repair, despite the fact that the fuel pump is clearly covered in the contract.       They further aggravated the situation with my use of a rental car, as the policy holder must pay for the rental fees up front, and seek reimbursement later, after submitting the bills. The longer this game goes on, the more expensive it becomes.

   

  Instead of paying the $100.00 deductible, as my contract shows, it cost me $729.85 in repairs, and an additional $380.00 for the loaner rental, for a total of $1109.85 out of pocket.

   

  I am a 73 year old retiree, living on a fixed income; I cant afford this nonsense                  As far as I am concerned, Car Shield is a scam and a fraud, and should be prosecuted to the fullest extent of the law.

   

  Respectfully submitted

  **** R. *******

  

  Business Response

  Date: 09/26/2025

  The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, who determined the claim was marked inactive as the repair facility did not provide evidence to show a verified coverable cause of failure.
  As a resolution, CarShield will refund your last 12 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: 09/27/2025

  Complaint: 23933007
  
  I have reviewed the business' response and am rejecting it because: Car Shield sent THEIR inspector to the repair facility, and HE verified the failure. According to my mechanic, he also took pictures.

  Including the cost of the rental vehicle, this incident cost me in excess of $1100.00, out of pocket

  If Car Shield agrees to pay the repair cost, in addition to the past 12 months of payments to Car Shield, I will consider dropping the complaint
  
  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 09/30/2025

  CarShield stands by our claim adjudication and nothing further on this claim will be authorized.

  The vehicle was repaired without prior authorization and the cause of failure was not able to be verified due to this occurring.

  In efforts to resolve this matter CarShield will offer you a TOTAL of 15 months of paid premiums upon signature of a signed settlement and release agreement. If you choose to accept this offer please email ******************************* so we may draft the agreement and send it to you for your electronic signature.

   

  Customer Relations. 

  Customer Answer

  Date: 10/18/2025

  This email is a response to Car Shield's latest communication,offering 15 months of paid premiums. What does that mean? Are they refunding ******************************* cash? Or do they think I will continue to do business with Car Shield, and they will credit me with 15 months of premium payments?
  I have not, and will not, do business with Car Shield
  Car Shield persists on promoting the absurd notion that the cause of the failure could not be verified. Car Shield sent their own inspector to the repair facility, and HE verified the failure, through his own personal observation; he also took photos of the failure. This was done BEFORE the vehicle was repaired. Where is his report to Car Shield and the supporting documentation (pictures) ?
  They are correct in their statement that I authorized the mechanic to make the repair without Car Shields authorization, after waiting 6 days for authorization from Car Shield, which never came. 
  In the interim, I rented a vehicle, per Car Shield employeesrecommendation. but I couldnt afford to continue renting the vehicle, and had no choice but to authorize the mechanic to make the repair, without Car Shields authorization.
  The mechanic repaired the vehicle  by removing and replacing the fuel pump, which took him approximately 4 hours.  I have not had any problems since. The fuel pump is covered on page 15 of Car Shields contract with the customer
  I gave a detailed account of all of the above in my initial complaint,which apparently  wasnt read.
  The facts in this case are OBVIOUS, and Car Shield  does NOT abide by their own contract. They are NOT a reliable company and, given the inaccuracies in their reasons for not covering this legitimate claim, I believe they are guilty of fraud.
  I AM THEREFORE REQUESTING A FULL REFUND OF ALL MONTHLY PAYMENTS MADE TO CAR SHIELD BY ME, FROM THE BEGINNING OF THE CONTRACT EFFECTIVE DATE OF APRIL 11, 2023 UNTIL SEPTEMBER 3, 2025, WHEN I FORMALLY ADVISED CAR SHIELD, VIA THEIR EMAIL SYSTEM, THAT I WAS DISCONTINUING THEIR SERVICES.
  IN ADDITION TO THE ABOVE, I AM REQUESTING A FULL REIMBURSEMENT, IN CASH, FOR THE $1100 REPAIR AND CAR RENTAL BILL, WHICH I SHOULD NOT HAVE HAD TO PAY OUT OF POCKET IN THIS INCIDENT.
  I am hopeful that Car Shield will do the right thing and agree to the above proposed resolution, without having to resort to court intervention. I believe this is fair and equitable

  

  Business Response

  Date: 10/21/2025

   

  CarShield will be happy to refund you in full with a cancellation and a signed Settlement Agreement. The refund will be by check and will be sent via *** with tracking once the agreement is signed. 

  There will be in reimbursement for your repairs or rental. 

  The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement.  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature. This will be the final offer on this claim. If you wish to file a dispute, please reference your contract for the proper procedure. 

  Customer Relations

  Customer Answer

  Date: 10/22/2025

  Complaint: 23933007
  
  I have reviewed the business' response and am rejecting it because Car Shield states that they will be happy to give a full refund, but does not specify dates for the refund and/ or amount.

  Their statement "There will be 'in reimbursement' for your repairs or rental" makes no sense. Are they going to reimburse me or not?

  Finally, I am well aware of the fact that the Better Business Bureau cannot force either side into anything, and acts only as a liaison between the two parties. That being said, however, they can impact your business if they find that you have been unreasonable in this incident, and are being unreasonable in attempting to resolve the issues, as they can affect your business rating, which can impact future business. 

  I would appreciate clarification on the refund and reimbursement issues, in terms of dates and amounts, mentioned above as soon as possible
  
  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/24/2025

   

  There will be NO reimbursement for the repairs or rental. 

  CarShield will be refund your payments in full upon execution of a Settlement Agreement.  The refund amount will be emailed to you separately. 

  Customer Relations

  Customer Answer

  Date: 10/25/2025

  Car Shield's Refund amount referred to in the last communication

  Customer Answer

  Date: 10/27/2025

  The following message was sent to Car Shield, on their website (per their instructions) on Monday, 10-27-25/ 10:25 AM CST:

  This message is in reference to BBB Complaint # ********, and your cash refund offer of $3899.70 to resolve this matter.

  I am accepting your offer.

  Per your BBB response, it is my understanding that the check will be sent via UPS.

  Your communication also stated that I am to sign a settlement and release agreement to effect this transaction.

  Please send these documents to my email for my electronic signature.

  Thank You                        **** R *******

  Customer Answer

  Date: 10/27/2025

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

• Initial Complaint

  Date:09/24/2025

  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.

  To Whom It May Concern,I am writing to formally document my complaint regarding an unresolved issue with my vehicle, which neither Car Shield (my extended vehicle protection provider for over four years) nor ***** *** (the repair facility) have resolved despite clear evidence and proper maintenance documentation on my part.I have been a paying Car Shield customer for more than four years, trusting that my contract would provide peace of mind in the event of mechanical failures. Unfortunately, when I brought my vehicle to ***** *** for repairs, both parties refused to authorize the necessary work, citing reasons that I believe are unfounded.Key Details:I have maintained my vehicle regularly and have documentation proving timely oil changes and upkeep.Despite providing this documentation, I was informed that the issue would not be covered.Neither CarShield nor ************** has taken accountability or offered an alternative resolution.Ive made multiple attempts to resolve this issue directly with both parties, to no avail.This situation has not only caused financial stress, but also put me in a position where I am without a working vehicle, despite my long-term payments to CarShield for coverage.What I Am Requesting:A re-review of my claim with the oil change records I have submitted.A formal written explanation as to why the repairs were denied, citing the exact section of my service contract.Either the immediate repair of my vehicle or reimbursement for out-of-pocket expenses if I am forced to fix the issue myself.If this matter is not addressed fairly and promptly, I will have no choice but to escalate it to:The Better Business Bureau (BBB)Arizona ************************ Consumer Protection Division Online consumer advocacy platforms and social media I hope we can resolve this matter professionally and quickly. Please consider this a formal record of complaint unless resolved within 10 business days.

  

  Business Response

  Date: 09/26/2025

  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 vehicle was driven into the repair facility with a flashing check engine light. The repair facility called in reporting excessive sludge built up in engine causing lack of oil flow and damaging the rod bearings. Any failures caused by sludge are not coverable by the terms of the contract, therefore no change will be made to the claim.
  However, as a courtesy to you for being a long-time customer, ********************** will refund your payments in full minus the amount authorized for the rental 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:09/24/2025

  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 was mislead by advertising. They do not stand with customers when they have issues completely. I was a day late cancelling and could not get a refund for the month they charged me for and I will not use. They are a highly unethical group to deal with

  

  Business Response

  Date: 09/25/2025

  Thank you for bringing this matter to our attention. We can confirm that your contract has been cancelled as of 9/24/25. As a courtesy to you, we have requested 2 monthly payments be refunded to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a CarShield customer. Customer Relations

• Initial Complaint

  Date:09/24/2025

  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 am filing this formal complaint regarding CarShields mishandling of my current ******** vehicle is at a dealership in ****, ******* for suspension-related noise. After a test drive, the dealership identified a faulty steering knuckle and a possible tie rod issue.CarShield assigned a third-party inspector, who:Did not start the vehicleDid not conduct a test driveDid not manipulate the suspension system to replicate the issueInstead, he relied solely on a video and a visual inspectionno physical or mechanical diagnostics were performed.His report even admits this:He noted a fluid leakStated he "was not able to observe any noise"Claimed the car was not available to start, which was falseI was present and the dealership had full access to the vehicleThe dealership had already documented a clunking sound and identified the defective component after a thorough inspection.Since then:Ive called claims six timesIve called customer service five timesIve been denied supervisor escalationThe assigned adjuster, *****, was dismissive and condescendingMy request for a re-inspection was refusedAll I asked was for the inspector to do his jobstart the vehicle, drive it, and confirm the diagnosis already done by certified mechanics.This would be like visiting a doctor with a limp and being told youre fine without an X-ray or even asking you to ******* requests are simple:1. A re-inspection by a qualified inspector who actually performs diagnostic tests, including a road test.2. Immediate escalation to a senior claims supervisor.3. Written explanation from CarShield outlining how future inspections will meet proper standards.I am a paying customer with a valid service contract. I expect fair treatment and a proper inspection process. CarShields refusal to act in good faith undermines the very service Ive paid for.Sincerely,****** *****

  

  Business Response

  Date: 09/26/2025

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

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle was brought to the repair facility with noise concerns from the suspension and while there the repair facility noted a few other items that needed attention. An inspection was set up and performed with the inspector unable to operate the vehicle due to the state of disassembly.  The most recent notes on your contract state your repair facility sent in videos verifying the repairs and the adjuster has been notified for review.  The adjuster will be reaching out as soon as available.

  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