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:07/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contract with Carshield and my fuel system has an issue thats dangerous. I called him and advised them that I was making a claim and took my car to the dealership. I explain what was happening when I spoke to them over the phone on 7/22/25 the same day I drove the car to the dealership and they said I was covered when I get to the dealership and they do the diagnostic testing on 7/22/25 and call car shield and give them the information they say its not a part of the fuel system the reservoir is within the fuel system so that contradicts what I was told. Nothing was paid for the claim was denied before any work was done to the car.

  

  Business Response

  Date: 07/24/2025

  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"). 
  
  
  Upon review of the repair facility's initial call in to begin your claim, your repair facility advised that a seal on each of the sending units failed and there was fuel leaking into the passenger compartment. Your contract does not have stand alone gasket coverage and only has coverage for gaskets related to coverable failures. Additionally the sending units are not components listed for coverage and were correctly denied. 
  
  
  Nevertheless, in effort to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF3058383 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  
  

• Initial Complaint

  Date:07/22/2025

  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 called Crashield before taking the car in and was told that the service would be covered.The *** dealership performed diagnostics and determined the air conditioning blower motor needed ***lacing.Carshield told *** they needed to rule out Freon, something they and myself told Carshield wasn't the issue, the air was cold, just wasn't blowing all the time.We had the Freon recharge done at a cost of $330 to me, just to have it ruled out by the *** tech 30 minutes ************ started a claim, ***laced the blower motor with a new one. Carshield'sd position is they are only paying for the cost of a used or aftermarket one. After many calls, not one Customer ********************** *** was able to point me to the portion of my contract stating I must get an aftermarket part. In fact the first option stated is "new".The total bill including the wasted service to recharge the Freon ($330) is $1528.06. Carshield offered to settle the claim be offering $457 towards the total. Leaving me out of pocket for $1,071.06. This after paying $100 a month for nearly 5 years.Upon arriving to get the car the *** tech called Carshield to apply the amount offered ($457) and I intended on paying the balance and filing a dispute for that balance. The service *** ******** denied it entirely based on my husband not being listed on the account, even though we were told hours earlier that he is listed by a different Carshield ***, ****. Currently Carshield has not covered a *****.I have yet to have a response to the dispute posted through the Carshield website.I am totally in shock how bad this experience has been. Not a ***utable company.If they do not reach out to settle this I will be seeking legal help.

  

  Business Response

  Date: 07/24/2025

  Mr. ******,

  A member of the ******************** legal department will be contacting you shortly in efforts to resolve this matter. 

  -Customer Relations

  Customer Answer

  Date: 08/04/2025

  Carshield reached out to us with a one time settlement to cover the entire expense of the repair in question and closed our account. Although we intended on ending our relationship with them regardless, it should be noted that if pushed to actually cover the expenses, they will cancel your policy.

   

  Thank you,

  ******* Brewer 

• Initial Complaint

  Date:07/22/2025

  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 engine went out and i had it towed to Grizly Automotive and that I was told the motor was out and to contact *** so they could look at my vehicle. Car Shield had it towed to *** ************************** I was told that the motor was gone. Car Shield sent me an email stating that they would send their independent mechanic to ***. I was asked if the car had gotten any water in it along with other questions pertaining to the motor being gone. I informed them that no water had ever gotten into my car. I was told by Car Shield that nothing else could be done to the car. I had to pay *** $433.68 to get back to Grizly Automotive.

  

  Business Response

  Date: 07/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  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"). 
  
  
  Upon review of your file, it was discovered that  a video provided by the inspector shows the oil filter being removed from vehicle and engine oil/cooling system contents intermix is present. The tech also showed fine metal debris captured on a magnet that was dipped into the oil sample. Engine is also shown to be locked up as the tech was not able to turn it by hand with a breaker bar. No coolant was present in the cooling system reservoir, and only a very small quantity of water was found. The radiator was also reported to be very low and inspector also commented that he felt there was nothing in the upper and lower radiator hoses. Inspector also showed there was evidence of a leaking water pump. The lack of fluid in the cooling system indicates that an overheating event had occurred. In the end that led to what appears to be a failed head gasket which likely caused the engine oil/cooling system contents intermix and ultimately a loss of lubrication and sub damage to the engine. As stated within your VSC, your contract does not provide coverage for lack of proper fluids. 
  
  
  Your claim for the engine was denied and an authorization for head gasket replacement was given to be used as a credit toward engine repairs. However, in efforts to resolve this matter, CarShield is willing to provide a full for contract(s) MRF5208621 upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ********************************************************* and we will draft your agreement for your electronic signature. 

  -Customer Relations

• Initial Complaint

  Date:07/22/2025

  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.

  car shield continues to solicit me by phone and mail. i have repeatedly asked that they do not call or correspond with me anymore. however they continue. what do i have to do to curtail them?

  

  Business Response

  Date: 07/23/2025

  CarShield has removed you from the calling list, and we have blocked your number.

  -Customer Relations 

• Initial Complaint

  Date:07/21/2025

  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.

  Dear BBB Mediation Services,I am submitting this request for mediation per the terms of my Vehicle Service Contract (Contract #MRF4014867), administered by ******************** and sold through CarShield.Contract Holder: ***** *** Address: ********************************* Phone: ************ Email: ***************** Vehicle: 2018 RAM 1500 VIN: ***************** Nature of Dispute:CarShield/******************** denied my repair claim on the grounds that engine sludge was present, and therefore the damage was not covered under the contract.However, the licensed dealership performing the repair has provided a diagnosis confirming that the failure is due to a spun bearing, which is a covered mechanical breakdown under the Powertrain Gold contract. The dealership has also explicitly confirmed that there is no engine sludge present. Instead, the metallic debris found in the oil pan is a result of the bearing failure, not the cause of it.The denial appears to be based on an incorrect assumption or misinterpretation of the evidence. I followed all contract requirements, including maintenance, and have complied fully with the claims process.Requested Resolution:I respectfully request that this matter be reviewed through BBB mediation, and that CarShield/American Auto Shield be required to:Recognize the spun bearing as a covered failure,Approve and pay for repairs as outlined under the contract,I have already submitted a Claim Review Escalation through *************************************************, but the issue remains unresolved.Thank you for your time and assistance.Sincerely,***** *** Phone: ************ Email: ***************** Contract #: MRF4014867

  

  Business Response

  Date: 07/24/2025

  Mr. ************** advise that CarShield is incorrect party to initiate mediation/arbitration. Please see section "Alternative Dispute Resolution" located within your Vehicle Service Contract. 
  -Customer Relations

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have filed a new complaint for the other name and address. 
   
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a brief automobile maintenance warranty with CarShield because I wasnt happy with it and I cancelled it. Since I have received dozens of calls from them and or their representatives of which I repeatedly asked them to stop and they keep calling. I would like the calls to stop please.

  

  Business Response

  Date: 07/22/2025

  We have removed your number from our call list. We are sorry to lose you as a CarShield customer. 

  -Customer Relations

• Initial Complaint

  Date:07/21/2025

  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.

  Customers website clearly states they would cover broken manifold exhaust bolts on my **** *** **** (see attached document) but when a claim was filed for broken bolts CarShield denied the claim. I have paid them over $2160 and over 3 years without a single claim, and then they deny the first claim made. Scam.

  

  Business Response

  Date: 07/23/2025

   

  CarShield will refund your payments in full with a signed Settlement Agreement. Please email [email protected] to confirm you accept and we will draft the Agreement for your electronic signature.

  Customer Relations

   

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID 23629856 and am satisfied with this resolution. Have reached out to the customer for a settlement agreement to sign.
  
   
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called car shield to cancel a worthless policy that I have with them. Instead of cancelling, ********* kept going on and on about the benefits of having car shield coverage. There were none. The two times I called, coverage was denied. I am requesting that car shield remove my name, number and address from their data base. I would like to opt out of any and all offers. I would like my cancellation to reflect today's date, 7/21/25 without any penalty for cancellation. My contract number was MRF4738718. Again, their representative, ********* was refusing to cancel my contract.

  

  Business Response

  Date: 07/21/2025

  Your contract has been cancelled and one monthly payment has been refunded back to you as a courtesy. We have removed your contact information from our system. Please allow 7-10 days for processing for your refund. 

  -Customer Relations 

  Customer Answer

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/20/2025

  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.

  We had Car Shield over a year On Friday June 13th the car blew the number one cylinder the check engine light came on. The truck start running really rough. I pulled over and called emergency assistance cs. Very nice agent set up a tow truck within the hour to take me to ******** *************. Over an hour nothing so called back they never sent the final request through. They called TT driver. He came quick but ******** was then closing. Nothing open so they took me and truck home. I had to miss work Monday but they had tow truck pick me up and took me to another ********. Monday 16th.. Even though I had an appointment it was gonna be 6 hours before they diagnosed it. Car Shield would not give me a rental wo diagnosis even though i paid extra. So I took **** home. When we got diagnosis we could not get car Shield to confirm Enterprise would pick me up so I took another **** to Enterprise for the rental when CarShield got the diagnosis they would only repair one cylinder My experience is when one goes out they all do. So I traded the car in and called Carshield 6/25 to cancel. They were in process of billing me for another month( the billing date changed monthly 5-27). They were charging me for a car i no longer owned. I was incredulous and asked for a supervisor call and she called but left no way to call her back. $520.61 is lost of days at work, 2 mo the carshild and w **** rides 6-17 ***** ***** ****

  

  Business Response

  Date: 07/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  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 ***, 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"). 
  
  
  Upon review of your file, it was discovered that you had requested rental coverage prior to there being an authorized claim. Additionally, based upon the complaint documentation provided, it appears that you had acquired alternative ******************* the day after a rental had been authorized for two days. However coverage does not apply to both a rental vehicle and alternative transportation cost for the same day and would not be eligible for reimbursement. The claim shows two days of rental have been paid to Enterprise. This authorization has exceeded the liability of your contract as four hours of reportable labor time must be submitted to be eligible for rental, and the labor time was estimated to be 1.7 hours. Moreover, your *** does not provide coverage/compensation for loss of time or inconvenience. 
  
  
  Your claim has not been paid out as you have informed your Administrator that you had decided to trade in the vehicle prior to the completion of your repairs. In efforts to resolve this matter, CarShield is willing to provide a refund six monthly payments upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 07/31/2025

  The response from Car Shield was little confusing to me. I felt it did not address all of the complaint. So I'd like to respond.

  
  

  1. We've had Car rental coverage since we enrolled in the plan. So the statement that we requested it early is confusing. We had called months earlier when we wanted to get the transmission diagnosed  but our only option was Aamco with a 7 hour estimated wait (even with appointment) and no car rental wo diagnosis so we couldn't do it. As we only have one car. Could that be what you are referring to? 

  
  

  Nor do i know about ********* man hours, but ******** was not able to repair the car that same day as the diagnosis. If that's what you're referring to. 

  
  

  2. When the car and i were dropped off at ******** I was advised the wait even with appointment was (again) 7 hours and they had no guarantee of when ** would or if approve the claim  so I had to take **** home. 

  
  

  The response didn't address that I waited hours when the car broke down Friday waiting on a tow truck . ** apparently had forgot to authorize it. By the time the tow Truuck came  the ******** I was directed to was closed. So ** kindly had a tow truck bring me home and waived the small additional fee. 

  
  

  3 The 2nd **** was not the day of the approval as I recall. The approval was Saturday. This was Tuesday because

  despite spending hours on the phone with ** and Enterprise I could not get them to come pick me up. They had my pickup as ******** when i was at home. We spent litterally hours trying to reach local ***************** with no answer. Enterprise cs could not reach them either.

  
  

  4. Unsure who the Administrator is but I've wanted to trade in the car since I got it. It was one reason i felt compelled to get **. I wanted that protection and was grateful for it for years. 

  
  

  I did not plan the cylinder issue  in the middle of rush hour traffic on Friday afternoon in 100 degree heat to get a trade in.

  
  

  The breakdown was 13th. Repair 17th i think.. I went to ******* on the 25th to look at a used car they advertised. 

  
  

  5. I called and canceled ** right away and was told ** expectation was for me to pay the insurance coverage on a car I no longer had. I am still not sure on the renewal dates as funds deducted understandably varied.

  
  

  6. i understand that normally missing work is not covered but I feel the ** mistake in not authorizing tow truck played a factor.

  
  

  7. So the offer in response to my complaint is to give me a generous refund but not pay Pep  Boys for the claim? We would gladly accept the generous offer if it included Car Shield paying ******** what is owed.

  
  

   That all being said I enjoyed the security of having ** and everyone on the phone was very nice. The response to BBB was different than we hoped but I am still hopeful that ** is the company I have had faith in.

  
  

  ***** Elder 

  
  

  Partial acceptance, Partial reject  ************

  

  Business Response

  Date: 08/04/2025

   

  A member of the CarShield legal department has reached out to you regarding this matter. Please return the call to the number left on the voicemail. 

  Customer Relations

  Customer Answer

  Date: 08/14/2025

  Complaint: 23628111
  
  I have reviewed the business' response and am rejecting it because the issues that is outline on my complaint-(1-7 questions hasn't been address). I have called their 800 number several times with no response or follow return call. I am also going to be filing with the ***********************. I was promise a credit back of 6 months of warranty coverage refunded back to me. I would like for someone from the Car-Shield customer complaint team or legal department to give us a call at ************ as I have tried and tried to reach someone. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/14/2025

   

  We have left another message for you. 

  In our response to your previous BBB complaint, we asked that you please email ******************************* to confirm you accepted our offer. CarShield never received that email and your Settlement Agreement was never drafted.

  Customer Relations

  Customer Answer

  Date: 08/22/2025

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

• Initial Complaint

  Date:07/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay CarShield monthly on auto draft in case my car has major issues. Now car in need of transmission and instead of my out of pocket being the agreed $500 deductible they are saying more like near $2,000. I have worked closely with **** ***** of ***** Transmission to make sure before I get my car repaired they are gonna pay him. The quote he gave them is extremely reasonable for the amount of time for the repair. They are putting their own price on what he is doing and trying to either force him to accept a product they ship to him instead of allowing him to purchase a rebuilt through reliable sources he is comfortable with or rebuild it there (which that is my preference - their pros)To my knowledge None of the dealerships or reliable repair shops let you take in your own parts. I am needing help with getting them to pay for my car to be repaired at this transmission shop I know will do an excellent job. **** ***** has called them a number of times and so have I His phone is **********. The division he has been talking to says one amount out of pocket for me - and the division I talk to says a lesser amount but still well more than double the agreed on $500.00 deductible. HELP

  

  Business Response

  Date: 07/23/2025

  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 ***, 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"). 
  
  
  Upon review of your file, it was discovered that your vehicle was driven into repair facility with transmission concerns. Your repair facility determined internal transmission failures and recommended replacement. Coverage was determined and claim was authorized but because the repair facility does not allow shipped in parts and the most cost effective option available was a transmission sourced by our vendors, the claim was authorized using a shipped in transmission as a credit to be used towards the shops supplied transmission.
  
  
  As stated within your contract, your Administrator may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of  your vehicle at the time of repair. Your Administrator may choose to have parts shipped to the repair facility. If the repair facility does not accept shipped parts, your administrator may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility.
  
  
  Your claim has been authorized in the amount of $2,945.05 to your repair facility to be paid toward your vehicle's repairs upon the receival of a signed final invoice and the completion of your repairs. As this far exceeds what has been paid into your contract, there will be no refund due. 

  -Customer Relations