Complaints

This profile includes complaints for American Auto Shield, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Auto Shield, LLC

  14033 Denver West Pkwy Ste 200 Lakewood, CO 80401-3455

• 

  American Auto Shield, Inc

  6820 Lyons Technology Cir Ste 250 Coconut Creek, FL 33073-4315

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

• 

  American Auto Shield, LLC

  333 Mid Rivers Mall Dr Ste 101 Cottleville, MO 63376-1516

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:05/08/2025

  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.

  At the end of January 2025, I entered into a contract with American AutoShield for an extended warranty on my recently purchased 2018 Chevrolet Traverse. In February 2025, I had the vehicle serviced for a routine oil change. In March 2025, the vehicles check engine light came on. I brought the car to a repair facility approved by American AutoShield. The shop diagnosed and repaired an engine-related issue, which was partially covered under the terms of my warranty.Approximately one week later, the same warning light appeared, and the vehicle exhibited similar issues. I returned to the same authorized facility. After inspection, the technicians determined that the engine required a full replacement. They found low oil levels and discovered metal shavings in the oil filterboth indicators of internal engine failure. The repair facility and I submitted a new claim to American AutoShield for the engine replacement.American AutoShield has denied this claim, citing low oil as the reason. Both the technician and I made it clear to the company that the low oil level was a result of internal engine failurenot due to negligence or lack of maintenance. The car was properly maintained, with an oil change completed in February, and the engine issues did not begin until March.Based on the timing, condition, and expert assessment, the engine failure qualifies as a covered event under the terms of the warranty. Despite this, American AutoShield has refused to fulfill their contractual obligation and cover the necessary engine replacement.I am requesting that American AutoShield cover the full cost of the engine replacement, along with any related expenses such as car rental while I am unable to drive due to car issue.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  The Administrator of your *************** Contract, American Auto Shield, has examined your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director 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 your file, it was discovered that your vehicle was three quarts low on oil and was driven into the repair facility after experiencing mechanical issues. As stated within your VSC,  you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. In order to ensure coverage for your vehicle, you are to maintain all vehicle fluid levels as recommended by your vehicle manufacturer.
  
  
  Your vehicle was operated on dangerously low fluid levels that have exasperated your breakdown.  It is considered your responsibility to ensure that proper fluid levels are correct and to not operate the vehicle in a state where further damage to your vehicle can occur.  American Auto Shield stands by the adjudication of your claim, and this will not change. 
  
  
  American Auto Shield has no contractual obligation to refund you for damage exasperated by continued operation. However, as an effort to resolve this matter, American Auto Shield is willing to provide you a full  refund of  contract(s) MRF5292531 minus claims paid 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. 

  Respectfully,

  Customer Relations.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23304422
  
  I am rejecting this response because: As I proved already to American Auto Shield and the mechanic, the oil was replaced 4 weeks prior to the mechanic finding low oil. There were no indications of low or leaking oil. As the mechanic stated, flex of metal were found in the filter which indicates engine failure, not low oil change issue. As such, the coverage should be held and engine replacement should be covered.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/23/2025

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

  If you wish to accept the offer in our previous response, please email *************************************************************** and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 9th, 2025 I was informed by my dealership that a part that was previously repaired by American Auto Shield was damaged (Front/ Right axle boot.) Upon hearing that, I called American Auto Shield to request them to fulfill their warranty obligation and send a new part. They denied my request. On the same date, I had ****** miles on my odometer. At the time of original replacement, there was ****** miles about and it was replaced within October of 2024. Therefore, I've only driven in my car for 6 months and less than ***** miles before failure, while my factory axle boots lasted me almost 8 years and ****** miles. I am perplexed by the short time frame from repair to failure again. All that I'm asking is for them to fulfill their warranty obligation and do the repair. If they don't want to do that, I'll settle for them to send me back the value of the repair. Thank you.

  Business Response

  Date: 05/08/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond to your concerns. 
  
  
  The Administrator of your *************** Contract, American Auto Shield has examined your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director 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 your file, it was discovered that your claim was initially authorized for several components including left and right front CV Axles which carry a 12/12,000 mileage warranty. As stated within your contract, if a breakdown is covered by a manufacturers warranty, repairers guarantee, or any other service contract, or insurance policy of any type, such coverage(s) shall be primary and coverage under this contract shall be secondary.
  
  
  
  Following the adjudication of your claim, your contract was cancelled on 3/18/2025. On 4/7/2025, your vehicle was brought into your current repair facility with concerns of the  right front CV Axle leaking.  As your contract has been effectively cancelled, and your intial repair fell under a repair warranty, your VSC would have no liability for your current vehicle concerns. 
  
  
  Furthermore, as American Auto Shield has authorized over $9000.00 in claims, nearly triple what has been paid into your coverage, and there will be no refund due. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:05/06/2025

  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.

  Took car in for repair 3 years ago did not do repair now car gone repair shop closed! No known location of ***! Contract # MRF ******* Year 1999 Plymouth Grand Voyager Vin ***************** Sales Company Carshield.

  Business Response

  Date: 05/07/2025

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

  Neither American Auto Shield or CarShield have had contact with you since 2023. There is one note that your chosen repair facility not work with our coverage to start a claim. At that time you were advised to move the vehicle.
  
  It is not the contracts responsibility to keep track of your vehicle. If the vehicle is missing, it is suggested to report the vehicle as stolen with your local police department. 

  Customer Relations

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle experienced ahead gasket failure in December 2024. Since that time, I have made every effort to cooperate with the American Auto Shield and move the claim forward. Despite this, Ive encounteredmonths of delays, and no resolution to date.Two separate certified repair facilitieshave provided professional diagnostics confirming that thehead gasket, a covered component under my contract, failed and caused damage to theengine, another covered component. *** has requested a teardown to verify this information. In response, I requested written confirmation of the following before proceeding:That if theteardown is required by ***, thenit will be covered by them, in accordance with the contract, also if theteardown confirms the engine failure was caused by a covered part, then thecosts for teardown, reassembly, and full engine repair or replacementwill be honored per the contract. Prior to submitting a complaint with the ****, I was told by *** that I would be required to pay for the teardown out-of-pocket, despite their own contract clearly stating that teardown costs are their responsibility when required by them. This is why I am now insisting on written confirmation before moving forward.Since submitting my written request, I have receivedno response. I believe this delay is a deliberate attempt to stall the process, risking closure due to inactivity an outcome caused solely by their failure to communicate and to deny my claim without resolution to avoid fulfilling their obligations. Due to thebad faith handlingI have personally experienced, and after researchinga pattern of similar complaints from other consumers, whove had their valid claims delayed, denied, or ignored in the same fashion, reflects a concerning pattern suggesting a broader pattern ofunfair and deceptive business practices. Therefore I believe my request for written clarity is not only reasonable, but necessary to ensure transparency and accountability.see Attachment

  Business Response

  Date: 05/06/2025

   

  American Auto Shield and CarShield have already been in communication with Mr. ****** regarding this matter. American Auto Shield is waiting on the results of the *** and Ms. ****** is well aware of what American Auto Shield needs for the claim to move forward. 

  Customer Relations

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23289459
  
  I am rejecting this response because:
  While it is true that American Auto Shield has stated it is waiting on the results of an RDI, the full context is being misrepresented in this response.
  I have asked American Auto Shield to confirm, in writing, two reasonable and contract aligned conditions before proceeding with a teardown:
  That American Auto Shield will pay the full cost of the teardown, as required by their contract when they request it.
  That if the teardown confirms damage caused by a covered part (such as the head gasket), and results in damage to components like the engine block or cylinder head which are explicitly covered if damaged by another covered component, per the contract  then teardown, reassembly, and full engine replacement will be covered as outlined in the agreement.
  This request is based on diagnostics from two certified repair facilities, both of which concluded that the engine has sustained failure and must be replaced.
  I asked for this clarification in writing because:
  American Auto Shield previously denied a $2,700 teardown, stating it would have to be paid out of pocket.
  Their most recent responses contain language that conflicts with the contract especially around reassembly and what qualifies as a covered component.
  I have received inconsistent and vague communication over the past few months, leading to ongoing delays and lack of progress. This is not a case of me withholding action I am seeking contractual compliance and transparency before proceeding at my own risk and cost.
  I respectfully request that the BBB continue to mediate this issue and help ensure that CarShield and American Auto Shield comply with the clear terms of their agreement. If the teardown confirms that the engine was damaged by a covered part, as explicitly listed in the contract, then the engine must be replaced.
  This is a critical question. I am not asking for anything beyond what the contract already guarantees I am asking for the company to put in writing that it will do what it is already legally obligated to do.

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

  Business Response

  Date: 05/15/2025

   

  American Auto Shield has authorized and will pay for the teardown. If the cause of failure on the vehicle is a covered failure or component, American Auto Shield will pay for the repairs.  If the repairs are not covered, YOU will be responsible for the cost of putting the engine together and the repairs.  This is what was also said in response to the complaint filed with the *************************'s office. 
  

  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 ANY COMPANY to "comply" with the terms of a contract. They simply act as a liaison between companies and consumers who come to a disagreement.  CarShield will comply with the terms of their contract as they do with every other contract sold

  Ms. ******' continuous and repetitive complaints have contributed to the delays and lack of progress. 

  Customer Relations

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract warranty with American Auto shield. I took my car in for repairs starting in February, after the diagnosis American Auto Shield adjuster came out reviewed the vehicle agreed to the repairs..car started doing some shaking, light came back on, took vehicle back to repair shop, same thing, car diagnosed, adjuster came out, approved claim. Picked up my vehicle & the problem was still there, repairs made, now its the 3rd time, car is still doing the same thing, its diagnosed, adjuster comes out repairs made, BUT this time I didnt pick up vehicle because after test driving vehicle was doing the same thing. Spoke to repair shop & was told engine needs to be replaced (engine is covered under my warranty contract) according to repair shop this was told on the 1st visit (have proof) BUT American Auto shield didnt want to pay that amount, so suggested repair shop try fixing something else that could be causing the problem. Thus denying claim siting repair shop misdiagnosed the problem. So now my vehicle has been sitting in the repair shop for close to 2 months.

  Business Response

  Date: 05/06/2025

  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 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. Originally the vehicle was driven into a repair facility and there was a claim started on 1/3/25 for a check engine light and found timing chain rattling noises as well as DTC's for camshaft/crankshaft correlation meaning the engine was out of time. There was material failure found to timing chain guide, tensioners and chains. Timing chain set replacement authorized on that claim. The next claim started 2/6/25 for same/similar concerns, check engine light and poor running conditions. Your repair facility performed a diagnosis stating failure to the oil control valve solenoids as well as the cam position sensor and cam actuator. This claim was also authorized for replacement. The current claim started on 3/19/25 IS FOR AGAIN the same/similar concerns. The repair facility performed diagnosis and found that after vehicle driven for 25 miles the engine runs rough and stalls setting an oil pressure DTC. The repair facility then found that after the engine runs and gets warmed up the oil pressure drops below specifications causing the timing related failures and in turn the poor running conditions. The claim at this time was authorized for oil pump replacement only as your contract is liable for the root cause of failure but any damages subsequent to the failure would be non coverable.

  American Auto Shield has already authorized over $7000 in repairs to correct this condition that was misdiagnosed from the start by the repair facility.  When a repair facility signed up for CarShield's shield repair network, they agree to warranty their repairs for 12 months or ****** miles. Please see page 8 of 24, paragraph 25(b) of your attached contract that excludes repairs that are covered under another company.  You will need to contact the repair facility regarding repairs that were improperly performed. 

  Customer Relations

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23289189
  
  I am rejecting this response because:
  ******************* informed you on the initial visit that an engine replacement was needed & American Auto shield REFUSED to replace it & did what they ALWAYS do, try to find the cheapest way, by suggesting other repairs instead of just granting the repair shop the one thing my vehicle need to be repaired, an engine, & lastly, YES!! Miles were put on the car because as a consumer if Im told the vehicle is repaired & I can drive it, why wouldnt I take it home & drive it!! 

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

  Business Response

  Date: 05/15/2025

   

  Your repair facility didn't recommend an engine until AFTER the claim for the oil pump thereby proving they improperly diagnosed the failure. 

  As stated in our previous response, when a repair facility signed up for CarShield's shield repair network, they agree to warranty their repairs for 12 months or ****** miles. Please see page 8 of 24, paragraph 25(b) of your contract that excludes repairs that are covered under another company.  You will need to contact the repair facility regarding repairs that were improperly performed. 

  Customer Relations

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Car Shield insurance for my used ******** mechanic has filed a claim in the past for coverage and received *********** months later I was told that my engine needed to be replaced, they denied my claim.They said the catastrophic lost was due to my neglect.They keep telling me that I drove my truck while ************** truck was never serviced for an overheating issue.I had no heat in my truck due to a blocked heater core.With in several days, my heater core was flushed and the heat was working fine.Four months later my truck is stalling at stop sign and reverse.Went to my same mechanic to find out my head gasket is bad and the engine needs to be replaced.After several phone calls back and forth ,and additional receipts ,the said they would only pay for1384.60 of my ********* repairs.Need help.

  Business Response

  Date: 05/06/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns in a timely fashion.
  
  
  The Administrator of your *************** Contract, American Auto Shield, has examined your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director 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 your file, it was discovered that your claim was authorized for initial cause of failure for a head gasket as a credit towards a proper engine repair. Per your repair facility's report, the vehicle was driven with and into the your elected repair facility with an active overheat condition and was then picked up. To date, teh vehicle is still currently being driven with an active head gasket concern and was not towed at first sign of breakdown.

  
  As stated within your contract, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.

  
  Per review of your vehicle's service history reports, there have been active cooling system issues dating back to 9/26/2024 where a water pump was replaced on the first claim and found to be leaking. The repair facility called in a heater core concern where the heater core was reported to be clogged on 11/20/2024. You then had coolant flushed per invoice submitted dated 12/6/2024. It is clear that this coolant flush did not fix the earlier heater core issue. You had elected not to have the repair completed, even after this was diagnosed by the current repair facility and the vehicle was being driven with an active overheat condition.

  
  American Auto Shield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all VSC customers. Nevertheless, as an effort to resolve this matter, American Auto Shield is willing to provide a one time payment of $1384.60 directly to you upon the execution of a settlement and release agreement for contract(s)MRF4986884 and a voided authorization. If you wish to accept this offer, please email *************************************************************** and we will draft the agreement for your electronic signature.

  Customer Answer

  Date: 06/02/2025

  See attached rejection statement

  Business Response

  Date: 06/09/2025

   

  American Auto Shield stands by the claim adjudication for your claim and it will remain denied. If you wish to dispute the decision made by American Auto Shield, please fill out this simple and efficient claim denial reconsideration form here:  ******************************************************

  As courtesy, we will offer a full refund minus claims paid with a signed Settlement 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:05/01/2025

  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.

  Original repairs that were approved in January 2025 did not cover failed items. Truck did not have repairs done because the issue was not identified at the time of original repair by the repair facility. The recommendation from the the repair facility when brought in a second time 26 February 2025 caused catastrophic failure of the engine and a new motor is required.The claims adjuster has refused to approve a new claim for the repair of the vehicle and has stated that the shop must now assume the cost of repairs.I am a ************ Disabled Veteran with no other means of transportation and now additional funds to complete these expensive repairs. I have followed the Service Warranty Contract to the letter starting at ****** miles and now at ******* miles been forced to bear the brunt of the financial burden.

  Business Response

  Date: 05/06/2025

  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 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 as the current repair facility has not proven there be any catastrophic damage.

  In an effort to resolve this matter, American Auto Shield offers the direct payment of $4,494.36, which is equal to repair costs for replacement of all rocker arms, lash adjusters, camshafts, the oil pan gasket, the oil fill cap and associated labor including RDI cost that was not authorized to the first repair facility.  American Auto Shield would require a signed Settlement Agreement for this one time payment. 

  If you wish to accept this offer, please email ********************************** and we will draft the Agreement for your electronic signature. 

  Customer Relations

  
  
  

  Customer Answer

  Date: 05/17/2025

  I have received an offer to settle for much less than what it will cost to fix my vehicle. I have been in contact with the *************************************** and trying to find an attorney to assist me with this lowball offer.

   

  The adjuster sent an independent inspector to review the findings from the Midas Shop and did not perform an inspection. He just had the mechanic start the truck listened and left.

   

  When I addressed this through the American Autoshield Claims intake person, I never got a call back. I chose to have my truck inspected at another location ****************************** in *********. Point of Contact ******* *****.

   

  They conducted a full diagnostic review and determined that the most cost effective way to correct this issue was to replace the engine. This has been denied by American Autoshield and they offered me a lowball settlement.

   

  Please assist me with getting this resolved. I have been without a vehicle for 6 months.

   

  Respectfully,

   

  ***** E. *********

  US Army Veteran

  ************

   

  Business Response

  Date: 05/21/2025

  The BBB has no authority over what is offered as a resolution to a complaint, and they are not a government entity that can assist in any way or force a company to come to resolution. They simply act as a liaison between companies and consumers who come to a disagreement. 

  CarShield and American Auto Shield have made a generous offer of $4,494.30 as a direct payment to you to use towards the repairs on his vehicle that were not properly diagnosed by his first repair facility.  American Auto Shield has also paid $7,294.35 in previous claims.  The limit of liability for your contract is $10,000.  CarShield & American Auto Shield hereby make a final offer $5,205.70 as that is the maximum amount that can be paid on any claim per the contract terms. This would require a signed Settlement Agreement. Mr. ********* is then free to contact the first repair facility and demand they oblige by the warranty they agreed to when they chose to join the shield repair network which is 12 months, ****** miles. 

  This will be American Auto Shield's final offer. If you wish to pursue this dispute further you are welcome to do so, but please be aware that we will defend our denial and will provide evidence of each repair facility agreeing to the terms and conditions of the repair shield network which holds the prior repair facility liable for the repairs to your vehicle AND that an improper repair was performed by your repair facility is specifically listed as excluded from coverage in your contract.

  Customer Relations

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23274848
  
  I am rejecting this response because: My second shop provided all of the requested diagnostic inspection to the point of failure on the vehicle. I elected to have this done after Midas and the adjuster assigned independent mechanic conflicted in their analysis of what was wrong with my vehicle. Currently the truck is at a **** Dealership and has provided American Autoshield with their findings and two courses of actions to remedy the situation. The first was to perform a complete rebuild of the top end of the engine which is the most expensive option. The second option is to replace the motor and is the least expensive option.

  According to my contract I am allowed to take my vehicle to a repair facility that accepts their coverages. But the adjuster assigned to this claim continues to deny the claim to the Dealership. I was offered only $4,000 to get my vehicle repaired based on the findings of the independent mechanic that was sent to *****. This is not acceptable and contrary to what is actually wrong with the truck.

  Please review the findings that were sent by ***** ******* **** ******* ***** to validate this information.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/06/2025

   

  CarShield and American Auto Shield stand by the adjudication of your claim. There will no additional offer made. 

  Customer Relations

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Included in the attached files are the price I need to pay ***** ******* to get my truck out of their shop and T&B Automotive Repair to begin repairs on replacing my motor. Carshield/American Autoshield WAS NOT LIABLE for the issues that caused the damage to my vehicle. The process was frustrating when dealing with their network affiliate ***** in *********** ********* and I recommend that this company be removed from the network of approved shops.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/29/2025

  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 have an extended warrantee that covers 7 days for car rental. Auto Shield refuses to pay repair shop for part and insists on using their own vendor which will take 7 days to send to my repair shop. I asked that they extend my rental car until the part arrives and car is repaired. They refused. I am asking that they extend the rental until the car is repaired.

  Business Response

  Date: 04/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns. 
  
  
  The Administrator of your *************** Contract, American Auto Shield, examined your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was authorized for all *** covered parts and verified labor per the terms of the *************** Contract ("VSC").
  
  
  Upon review of your file, it was discovered that your rental has been provided for 7 days. As the vendor part has been ordered for your repair, additional rental could be added if there are part delays with a total of ****************************************************************************** process, there would be no additional rental to add at this time and claim would be reviewed by your Administrator for additional rental authorization if the part is delayed in the future. 
  
  
  Respectfully,
  Customer Relations 
  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23265139
  
  I am rejecting this response because:
  Although the part was ordered it is no scheduled to arrive until the rental period is over. The company refused to pay for a part that was in house at the service facility therefore it will arrive outside the 7 day window  since the delay is due to the company, they should pay for the rental up to the repair completion or 14 day maximum

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

  76178746D4A72

  Customer Answer

  Date: 05/08/2025

  Carshield has extended my rental car for the duration of the repairs.

• Initial Complaint

  Date:04/28/2025

  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.

  Weve been with the company for over a year and paid our premium with no problem. I will put the vehicle in the shop. I was told by American auto shields rep ******* that the ** compressor was covered. Now theyre telling me that its not covered. Then they said the dealership didnt send it over to them, but the dealer is telling me it needs to be repaired and asking for us to cover it. Then today Im being told In their notes it states the fuse box was looked at and caused the issue and need repairing it may not be the compressor; so no one from the warranty company actually looked at the compressor but the dealer said it needs to be replaced. Additionally, we received a rental car through this company on 4/24 and was told by the 2nd rep parts was not sent out like we authorized 2 days prior. The rental is on good for 7 days. We were told again someone would reach out to the dealer to confirm info to send out parts which only take a day to arrive. We called the dealer and they stated theyre on hold with this company 45 mins to hour & 45 mins until they cant hold anymore. Nothing sent, nothing done. Plus informed us they hold the vehicle until payment is sent. I called this warranty company again today after the dealer & was told they had not reached out since the first time and the first call to try to confirm the information for the parts when *** called three other times prior to today and was told each time that they would call. We were denied extended rental with the vehicle is due back in two days, again nothing is done. We paid out-of-pocket for 1 wk for rental & dont want to reimburse that. When we purchased our premium, they did not say they had a cap on how many days you can have a rental while your car is being serviced. When ask they will not escalate up the chain of command, will not connect or give us a supervisor information, will not give a number for complaint or cooperate. They are giving us the runaround and we would like help and legal help

  Business Response

  Date: 04/29/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns. 
  
  
  The Administrator of your *************** Contract, American Auto Shield, has examined your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim is still in process for an a/c compressor concern.   
  In review of the notes on your contract, please contact ************** for more information regarding the next steps of your claim. 

• Initial Complaint

  Date:04/24/2025

  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.

  My overall experience with American Auto Shield has not been ideal. This would be my second time dealing with them and I have to say this time around, I don't think I have ever dealt with such unprofessionalism in my life. To make a long story short, my car has been sitting at a ****** dealership since Friday March 28th because this so-called "top-rated insurance company" left me dead in the water with no answers about covering a part I needed. It was all he said she said and nothing was done correctly. After calling every day, twice a day staying on hold and being told the same thing for 3 weeks, I get a call not to resolve the situation but to ask me for my monthly payment. So, I wrote a letter to escalation team. I was finally contacted by someone, and they finally came to an agreement but after all this, I am responsible for pay out of pocket for not even a full hour of service they refuse to agree that is needed from ******. I have no problem with paying my deductible or the last hour, however, I do not feel like I should for the simple fact that this should have never gone as long as it has and I should not have been on the phone as much as I have been. I got a call back Friday and had a voicemail telling me they tried to reach out to repair facility and will try again Monday morning. It is now Wednesday night and still no phone call as to how we can come to a better agreement. The previous time I used them; it was the same I have read many reviews and have found that I am not the only one who has had similar issues with this company.

  Business Response

  Date: 04/25/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. 
  
  The claim at issue related to your complaint was reviewed by an American Auto Shield 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.  
  
  
  Upon review of your file, it was discovered that when your claim was initially started, your repair facility had requested the complete replacement of the throttle body. However, the repair facility did not present any codes related to the throttle body needed to authorize your claim. The adjuster asked that your repair facility provide details of how they verified the failure of the throttle body as no codes were presented. On several occasions, attempts to gather this information were made. Your claim was then sent to the escalations department and the escalations adjuster eventually was able to get enough information from the repair to authorize the claim on 4/16.
  
  
  As stated within your contract, your VSC does not provide coverage or compensation for loss of time or inconvenience. There were several occurrences that *** reached out to help progress your claim forward in a timely fashion. The delays due to your repair facility's inability to present a verifiable failure is clearly out of the control of your administrator.
  
  
  Nevertheless, as an effort to resolve this matter, *** will authorize a refund of two monthly payments for contract(s) CHXM5071042 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email *************************************** and we will draft the agreement for your electronic signature.

  Respectfully,

  ***** *******