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

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

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

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:04/23/2025

  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.

  On 12/15/22 my truck went in to a dealer I trusted to find out what was wrong with my truck. It turned out. I needed a whole new motor and turbo system, and with the insurance I have American auto shield has their ad said I can take my rig anywhere I want to have this work done. I picked this *** dealer I trusted to do the work. I submitted the paperwork to them and I have submitted it to them three different times and they deny it every time this is why it is taking me this long. I have given them the opportunity to make good on the insurance I have purchased through them it still has not worked and I am hoping that this will help me. My total bill was $30,929.96. They have told me I did not get the approval to have the shop do the work which counter dicks, what their ad says on me, taking it to anybody *** certified that I trust to have the work done to me. This is false advertising.

  Business Response

  Date: 04/25/2025

  American Auto Shield has already reached out to Mr. ****** on 4/24/25 regarding this matter. I have attached a copy of the response down below.

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 04/25/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Car Shield policy which covers automobile air conditioning components, subject to a $100.00 deductible. On April 8, 2025, my mechanic filed a covered claim and Car Shield paid all except for for $293.27 - almost $200 above my deductible. I asked for a refund - and my letter to their CEL remains unanswered.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  
  
  American Auto Shield, the Administrator of your *************** Contract examined your claim based on the complaint documentation 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"). 
  
  
  Your VSC provides a wide variety and range of coverage for many of your vehicle repair needs. However, your contract does not provide coverage for  part pricing and labor pricing mark **** as well as any shop fees and non-covered parts/ taxes. Your claim was authorized for all covered components and verifiable labor per terms of your contract. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  American Auto Shield has no contractual obligation to authorize your claim for component's and labor times that are not included within your coverage. However, as a courtesy, CarShield is willing to provide a one time payment to you in the amount of $293.27 upon the execution of a settlement and release agreement for contract(s) ABF3823338. 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: 04/23/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/09/2025

  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.

  Bought an aftermarket warranty with Carshield approx. Oct. 2024, had issue with my 2013 ***** equinox in Feb. 2025 no power, was told to take it to ********* by Carshield vehicle was towed over 2/12/25 sent all requested paperwork for oil changes, and any work done on the vehicle. Vehicle has been in the shop for over 2 months, inspector had not shown up for 1 1/2 months, decision wanted engine taken apart, but ******** does not do that, so wanted to have it towed to another shop that would do that. Carshield has not had any contact with us unless we called. Husband works days and I work nights sharing 1 vehicle. Carshield keeps requesting more testing but not covering vehicle. Ad says we got you back and covers repairs, we are getting no where with this and are requesting help to get our vehicle serviced. They have not gotten us a vehicle to drive either, have had to depend on others for a ride, so did not lose my job. This should have been fixed over 2 months ago. Had i of been out of town and broke down what would have happened.

  Business Response

  Date: 04/10/2025

   

  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.

  In review of the notes on your claim, the adjudication has been delayed by missing or incorrect diagnostic information and the claim being moved away from the real problems with the engine.  

  We have been informed a legal claims specialist will be reaching out to you shortly to come to a resolution to this matter. 

  Customer Relations

• Initial Complaint

  Date:03/24/2025

  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.

  Entered by BBB staff AT. The consumer received a letter in the mail from the business that said Thank you for your interested in purchasing a vehicle contract. The consumer did not request information from the business. The consumer would like no further contract from the business.

  Business Response

  Date: 03/31/2025

  American Auto Shield has effectively removed your mailing address from our mailing list as of 3/31/25.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 04/07/2025

  "American Auto Shield has removed me from their list and this is acceptable."

  -Transcribed by BBB employee

• Initial Complaint

  Date:03/23/2025

  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 would want Car Shield AKA as American Auto Shield to pay for the repair of the transmission on my car which had full gold package coverage which included complete coverage for the transmission. The claim was denied by Car Shield/American Auto Shield. The claim was denied after being reviewed by their adjuster. The reason for the denial was that Car Shield/American Auto Shield advised that the transmission breakdown was fault of the owner/operator. After numerous phone calls with my auto mechanic and myself, we kept being told that the transmission failed because of lack of transmission fluid, and the owner/operator of the car is responsible to keep all fluid levels correct, and because the transmission fluid was low, we were at fault. The transmission was never void of fluid, the fluid was low, becuase there was an internal leak which was causing the fluid to 'sweat' inside the transmission. The transmission for this car is a sealed system, with no dipstick to check the fluid level. The level's can only be checked by a certified mechanic unsealing the system to check the fluid level. Which is how my mechanic found and diagnosed the problem. Due to the leak within the transmission the parts within the transmission were failing and the transmission needed to be replaced. Again, multiple calls to Car Shield/American Auto Shield and denial, after denial. I am hoping that your agency might be able to help me gain a settlement from Car Shield/American Auto Shield on the cost of the repair. I am attaching documentation from my auto shop regarding the repair and the timeline around it. I can be reached for any additional questions at my email or via cell phone. Thank you for you help with this matter.

  Business Response

  Date: 03/27/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns. 
  CarShield  requested that the Administrator of your *************** Contract examine 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 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 started for a EXTERNAL transmission fluid leak from a output shaft/cv axle seal. The Repair facility provided pictures of the fluid leak and the claim was authorized. Following payment to the repair facility, your repair facility called in the next day advising there are now shifting issues with the transmission. The claim for the transmission replacement was denied due to improper fluid levels and continued operation as your vehicle was driven into the shop with an active leak.
  The leak demonstrated by the repair facility was found to be external, and it is not plausible to think there was no fluid reaching the ground. The call in which your repair facility called in to report the transmission failure was reviewed, and it was  found that the repair facility stated they added fluid, but it is not clear if they verified if the level of fluid was correct when the axle seal was fixed. Based on the photo submission within your complaint, and the fact that the repair facility added fluid after the repair was complete, the fluid leak was determined to be external. 
  CarShield and American Auto Shield stand by this adjudication, and the outcome of your claim will not change. CarShield has no contractual obligation to refund you for claims that exceed the liability of your VSC. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you six monthly payments for contract(s) MRF4945176 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. 

  -Customer Relations 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23105534
  
  I am rejecting this response because: 

  There was no external leakage at any point leading up to the initial repair, and that was not indicated by our repair facility that there was an external leak. The transmission for this car is a closed/sealed system.  You cannot 'check' levels without opening the system.

    After the car was checked for the initial repair of the axel, and subsequent seal, which needed to be replaced because it was removed to perform the repair;  the car exhibited additional issues which lead to the deeper dive and what the mechanic said was now an issue with the transmission.  The fluid level within the closed/sealed system was low, and again, the transmission fluid had 'sweated' internally, but it wasn't void of the the fluid, but the fluid was low, therefore they did initially add fluid while trying to confirm that the issue was transmission.

  During the entire repair, our car did not leave the facility, while they were diagnosing it and finally making the repair.

  I would be happy to have my facility provide additional information, or speak directly with Car Shield/American Auto Shield on our behalf.

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

  Business Response

  Date: 04/09/2025

  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. However, if you wish to accept the six month refund upon the execution of a settlement and release agreement, please email ********************************** and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23105534
  
  I am rejecting this response because:

  I still feel that my case needs to be reviewed.  The information that I previously provided I feel shows that my claim is valid and that my contract covered the transmission.  The original repair was completely separate from the repair of the transmission.  I am asking for the information to be reviewed again, and as I previously offered my mechanic would be happy to speak with your adjusters to answer any questions related to the 2 repairs.  

  I thank you for your time and consideration.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/21/2025

   

   You given direction on how to dispute the claim decision in our last response but we are happy to send it again. Please fill out this simple and efficient claim denial reconsideration form here:  ******************************************************

  Customer Relations

• Initial Complaint

  Date:03/12/2025

  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.

  AMEICAN AUTO SHIELD AUTORIZED MY VEHICLE TO BE FIXED THEY ASSURED ME THEY WOULD COVER THE COST OF MY VEHICLE BEING FIXED AND THE PART THEY ALSO ASSURED MY POLICY WOULD COVER THE UPPER OIL PAN AND THE LABOR THE BREAKDOWN ETC ALL THAT I WOULD BE RESOPOSIBLE FOR WOULD BE MY ********************************************************************** WITH REPSONSIBLITY OF PAYING A BALANCE THAT EXCEEDIGN THE DEDUCATABLE BUT EVEN IN THEY OFFER THEY GAVE ME AS WELL AS PHONE CONVERSATIONS WE HAVE HAD THE GURANTEEDED ME THAT THEY WOULD COVER THE COST OF THE PART AND THE REPAIRS AND EVEN THE ADDITIONAL AMOUNT I HAD TO PAY FOR THE RENTAL THEY ASSURED ME TO COVER I HAVE YET TO GET A CALL BACK OR MY MONEY BACK

  Business Response

  Date: 03/13/2025

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The delays during this claim were caused by your chosen repair facility not submitting pics of cause of failure in a timely fashion. It took them 10 days to submit pics. This contract is very clear in only allowing for 7 days rental for repairs other than a engine replacement or transmission replacement. This oil pan reseal only qualifies for 7 days of rental. All of this was explained to you multiple times including by the escalations department. 

  An offer was made to you for resolution of this matter and you refused it. If you wish to dispute the decision made by American Auto Shield, please fill out this simple and efficient claim denial reconsideration form here:  ******************************************************

  Customer Relations

  Customer Answer

  Date: 05/22/2025

  They authorized work on my car told me they were going to pay for the vehicle to be fixed and the parts I have recordings to prove it and also told me they were giving me reimbursement for the rental none of these things have been done and no one will return my calls I also have the document to prove they amount they offered to pay but yet they shop is making me responsible for the part and I want my money back my next step is to report it to cfpb and ftc with the documents of how they are not honoring your word

  Business Response

  Date: 06/02/2025

  Ms. ********,

  As of 6/2/25, we have not received any of the requested information to **************************************** We are waiting for you to provide the documentation of the calls and the information you have stated you have. Please send that over at your earliest convenience. 

  -Customer Relations 

  Customer Answer

  Date: 06/10/2025

  To whom it **** concern I would like to have this complaint reopened this  is not resolved they had me sign paperwork saying they offered me a payment then they told me I would receive a tracking number 06/10/2024 now I getting the run around. Until I have an actual tracking number I would rather my case stay open. 

  Business Response

  Date: 06/12/2025

  The check was delivered today. See the attached proof of delivery.

  -Customer Relations 

• Initial Complaint

  Date:03/07/2025

  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 been a consumer of Car Shield ( American Auto Shield) since September of 2024. I was a previous customer prior in 2022. I thought I had my 2013 ******* Navigator covered for powertrain, at least that was what I am paying for, The Silver Plan. My vehicle has been in the shop for about 2 weeks now and they had sent an inspector out to review the repairs the shop said needed to be done. I received a call and an email from records asking for the last 12 months of maintenance records for the vehicle. asked specifically what they needed and he said anything that has been done to the vehicle in the last 12 months. I said OK, the only thing done has been oil changes and filter changes so I got the records sent over. I received an email telling me this was not sufficient for review. ??? How can oil and filter changes need more information? So I called just a few minutes ago and tried hard not to loose my temper. I was told the claim was denied and that I could file a dispute. Now here is the kicker, I have the Silver Plan which covers POWERTRAIN, nothing else, the guy I guess thinks he is talking to a stupid woman, told me my rotors were rusted! I'm like, what the h*** do the rotors have to do with the powertrain? Absolutely nothing, that is the braking system are you kidding. I demanded that I get refunded the amount I have paid these scammers (approx *******) since Sept. and he said well AAS has lived up to their agreement. I said no you haven't, tells me the oil leaks are preexisting and they won't cover. I have been going to the same oil change facility over 15 years and they know how I take care of my cars, if there was a preexisting issue, I would have been told by them and it would have been repaired prior. Now here we are 2 weeks in, a denial of claim and no intention of fixing with 1400 down the drain. It's time to lawyer up. They were just sued by the *** for 10 mil for deceptive practices. Money for monthly payments direct ACH.

  Business Response

  Date: 03/10/2025

  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 denied for engine seal/gasket leaks being found to be long term and pre-existing. There were also other items that were denied such as ac components, catalytic converters, O2 sensors, ignition coils/spark plugs, and a running board malfunction that are not listed for coverage under your contract terms.   A list of covered components can be found in your contract. 

  Your vehicle was inspected and inspectors notes show, "There are long-term oil leaks from the valve cover on the right (passenger) side, leaking to a drip. The oil pan gasket, front timing cover, and oil filter housing are also leaking to a drip over an extended period. Some oil blowback is present on the transmission pan. The accumulated oil and dirt indicate prolonged leakage without repair." Images provided by the inspector show very well what the inspector based their findings on.

  Upon review of items in the claim, a inception mileage discrepancy was also found. The vehicle service records provided state the mileage on your vehicle was ******* on 9/3/24 making it impossible for the mileage to have been ******* om 9/13/24. 

  Due to the mileage issue, CarShield will cancel your contract and refund you in full upon the execution of a settlement agreement and release. If you wish to accept this offer, please email ********************************** within ten (10) days and we will draft the agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 03/11/2025

   
  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.
  
  Sincerely,
  
  ********* *****

  Due to the mileage issue, CarShield will cancel your contract and refund you in full upon the execution of a settlement agreement and release. If you wish to accept this offer, please email *************************************************************** within ten (10) days and we will draft the agreement for your electronic signature. 
  Customer Relations

   

• Initial Complaint

  Date:02/26/2025

  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 had an issue with my engine light on my car and I ended up calling car shield. They sent me to a brake and muffler place for them to run diagnostics on my car. I thought this was skeptical but took it there because I figured they couldnt get me into any other places. I had to pay $400 out of pocket because I was told it was a misfire because of my spark plugs because apparently car shield doesnt cover spark plugs. I went back to this place and thought everything was fixed. Not even 10 mins after I left the shop, my engine light comes back on. I immediately called car shield. I told them to send me to a dealership because my engine light was back on. They set it up to where i could go to ********** a few days later for a diagnostics and inspection. ********** sends me on my merry way because they had to wait for clearance from car shield. So Im still driving around with my engine light on. As Im headed to ********** a few days later, my engine light is still on and my oil light comes on. I knew something bad was wrong. I once i got there I was told I couldnt drive my car because i had no oil at all in my car. Got a rental that was approved by car shield only to be called on 11/4/24 and told that I had to return the rental bc the oil leak was a preexisting condition according to the inspector. I learned this after my car is in the shop, car isnt fixed, and not sure if the repair is gone cost me a ton out of pocket. After paying car shield $180 a month, I ended up paying $2,300 out of pocket for repairs. This is the most atrocious thing Ive ever gone through. I will never recommend this company to any one because they completely rip people off and I feel like they should be reprimanded.

  Business Response

  Date: 02/27/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns. 
  
  
  CarShield  requested that the Administrator of your *************** Contract examine 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 adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC"). 
  
  
  As stated within your contract,  your breakdown coverage begins after either of the following days & mileage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective Date.  Breakdowns that occurred prior to the contract purchase date or during the waiting period are considered excluded from coverage per the terms and conditions of your contract. Upon review of your file, it was discovered that both the timing cover, oil pan gaskets and seals were denied correctly as it was shown in the inspection photos with road grime and build up that these were long term leaks and could not have occurred in 5 days into coverage. As these items were considered pre-existing, they would not be eligible for coverage. 

  
  Your claim was approved a Purge valve  per the terms of the contract. However, due to the low cost of the repair, the deductible that is applied to every claim had covered the entire balance. As the other items were deemed pre-existing, they would not be eligible for the claims process.  
  
  CarShield has no contractual obligation to authorize claims past the extent of the **** Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MFF5196448  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. 
  

  
  

  Customer Answer

  Date: 02/27/2025

  ********************************** I guess I will accept the offer seeing as though nothing can be done. I still feel that it's misleading and not only have I complained, many others have had similar issues. 

• Initial Complaint

  Date:02/21/2025

  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 or around 5/8/2024, contact was made by repair shop to American Auto Shield of a repair issue. Contact then was made from American Auto Shield to me requesting service records on my vehicle. Those records were forwarded on 05/8/24, in addition to requesting rental car approval (my warranty provided this as an option) since my vehicle was still at the repair shop and was my only means of transportation. Approx. 3 days later I made contact with American Auto Shield in reference to receiving the requested documents as no follow up was not provided up to this point about receipt of these documents, and I was still without transportation due to my vehicle still at the repair shop. The representative from American Auto Shield advised me, if documents were uploaded through the link sent to me then the adjuster would be in contact with me. I did advise representative that I had not heard back nor had the repair shop heard back as to the reason for this follow up. Approx. 3 to 4 days later after being in contact with the repair shop and American Auto Shield, receiving no follow up I removed my vehicle from the repair shop as I needed my vehicle to commute for work. On 06/14/24, adjuster **** ***** reached out to me advising me that he did not receive my requested documents and he requested them to be forwarded directly to him. During conversation, I asked why it had taken him so long to respond to my claim. He advised me that his work load was heavy and he apologized for dropping the ball. I advised him that I would reforwarded the documents requested and that I would need a rental car approved and arranged and I would immediately return my vehicle to the repair shop. After following up with American Auto Shield several times through Car shield nothing came of it until 11/28/24 when I was forced to bring my vehicle to the dealership due to problems with acceleration. American Auto Shield refused to take care of 5/8/24 claim and additional issue resulting from negligence.

  Business Response

  Date: 02/24/2025

  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 is has been determined claim #******* is a duplicate claim for same concerns as claim # ******* which was diagnosed as oil consumption issue with no verified failure shown. Claim #******* was opened on 5/3/24 and closed 6/12/24 due to no communication from you and or your repair facility. Claim #******* was opened on 11/29/24. There is also an extended amount of continued operation as you have picked up and dropped off your vehicle several times and has been driven normally in between claims.   The vehicle mileage was ******* when claim ******* had been called in with reported oil consumption and cat converter failure. The mileage reported on claim ******* was ******* meaning that the vehicle has been operated at least ****** miles in between claims.  Any failure that can be tied to continued operation with oil consumption/low oil level/clogged cat converters that were not replaced as required proper repairs would limit or completely exclude related repairs.  The turbo waste gate actuator repair was authorized for $974.58 on claim # ******* but has not been paid to the ** as there was no final invoice submitted by your chosen repair facility to show the repairs were completed. This would be the liability your contract has  for any repairs and American Auto Shield would need a paid final invoice showing repairs were completed prior to any payments being issued. Rental expenses would have no contract liability as oil consumption was not a verified failure and catalytic converter failure is not a covered repair per your contract terms. 

  It is also noted, your vehicle service contract was cancelled on 2/20/25 for non-payment. American Auto Shield has authorized $2,852.56 in previous claims. Since that amount is more than you paid into the contract there is no refund due. However, in an effort to resolve this matter, American Auto Shield will issue a one time payment to you for the authorized amount of  $974.58 with a signed Settlement Agreement. This will void the authorization to the repair facility and be sent directly to you to be spent however you wish. 

  If you wish to accept this offer, please email ********************************** within ten (10) days and we will draft the agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22972941
  
  I am rejecting this response because: The information describe in the business response is inaccurate. On the case of *******, the vehicle was diagnosed with an oil consumption problem by TTS repair service at which my vehicle was present during the diagnoses and thereafter. It was advised of the findings, and the adjuster **** ***** failed to follow up in a timely matter due to his heavy case loads as he stated and apologized for dropping the ball. He was also informed during this time that a rental car would be needed and approved for this issue as it was the only vehicle I had. After a week or so of no follow up and no response from American Auto Shield I removed my vehicle. On 6/12/24 or there after **** made contact with me and advised me that he did not receive requested service records and ******* warranty information. On that day I reforwarded that information from original message and again requested a rental car, but no response was provided. The car was continually to be operated due to no negligence on my behalf but failure to authorize a rental vehicle on behalf of American Auto Shield, to which was available in my warranty contract. The issue with the catalytic convertor was a separate issue that was a result of a failed repair of the oil consumption. To which, American Auto Shield refuses to cover the oil consumption issue and the catalytic convertor.  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/07/2025

   

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

  Customer Relations

  
  

• Initial Complaint

  Date:02/20/2025

  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.

  Business Name: American Auto Shield *************** Date of Claim Submission: February 4, 2025 Contract #: CHXM5269906 Vehicle: 2013 ****** Outback (VIN: *****************)Claim #: ******* I am filing a formal complaint against ************* for wrongfully denying my transmission repair claim based on incorrect information, despite providing clear evidence proving the denial was unjustified.AAS cited a pre-existing condition from 10/31/2024, but this was an error later corrected by CARFAX. Initially, ****** reported Transmission Replacement at ******* Transmission, but after my dispute, they updated the record to "Transmission Checked." I provided AAS with a direct CARFAX link confirming this correction. (Link: *****************************************************************************************************)Additionally, ******* Transmission provided a written statement confirming no transmission replacement occurred, no repairs were done, and no issues were found. They admitted their clerical mistake and updated CARFAX. *** ignored this proof.On February 2, 2025, my vehicle was scanned with AUTEL, showing no issues. Two days later, on February 4, 2025, my vehicle suddenly started acting strangely, prompting me to use AAS Roadside Assistance. During the tow, I took a photo showing no engine codes and mileage of ******, proving no prior issues.AAS also falsely requested a tow bill, despite handling the tow themselves. The tow company, After Dark Towing, confirmed via text that they do not issue receipts to customers, as *** handles billing directly. I provided two photos and SMS proof, yet AAS is deliberately delaying and obstructing my claim.Resolution Requested:1. Reverse the wrongful claim denial and approve my claim.2. Stop using incorrect records to deny valid claims.3. End deceptive delays and unnecessary documentation requests.

  Business Response

  Date: 02/21/2025

  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.  
  
  
  As stated within your contract, your breakdown coverage begins after either of the following days & mileage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the contract effective date. Breakdowns that occurred prior to the contract purchase date or during the waiting ****** are deemed pre-existing conditions, and would not be eligible for coverage per the terms and exclusions of your contract.
  
  
  Upon review of your file, it was discovered that the adjuster of your claim has reached out to a previous repair facility that had serviced your vehicle. This repair facility has provided a service record that directly recommends a transmission replacement on 10/30/2024. This recommendation occurred approximately two months prior to inception. A note made on the service record stated "Transmission has a judder on acceleration and a whining noise coming from the *** unit. *** transmission will have to be replaced". It must also be noted that the current repair facility being utilized from your claim reports the same code documented on the previous obtained service record two months prior to your contract inception. The code documented was P0841 on 10/30/24. The failure of your transmission has been determined to be a pre-existing condition, and would not be eligible for coverage. A more extensive explanation regarding the waiting ****** and other exclusions may be located within your contract. 
  
  
  American Auto Shield has no contractual obligation to refund you following the 30 day initial grace ****** following your contract purchase date. Nevertheless, as an effort to resolve this matter, American Auto Shield is willing to offer you a full refund for contract(s) CHXM5269906 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 you electronic signature. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22969151
  Dear BBB Dispute Resolution Team,
  I am rejecting this response because,their response contains inaccurate and misleading information, and I am providing factual evidence to counter their claims.

  1. The ************************* Record Was Proven Incorrect and Corrected
  *** AAS relied on a false service record from ******* Transmission, which initially reported a "Transmission Replacement" on 10/30/2024.
  *** Upon my dispute, CARFAX reviewed the claim, contacted ******* Transmission, and corrected the error, confirming that only a "Transmission Checked" was performed.
  *** ******* Transmission provided me with a written apology and an official email stating no transmission replacement was performed and no issues were observed.
  *** Despite this proven correction, AAS continues to reference the original incorrect report, even though the repair facility itself acknowledged their mistake.
  

  2. No Pre-Existing Condition Verified by Diagnostic & Evidence Provided
  *** On 2/2/2025, I performed a full vehicle diagnostic using an AUTEL scanner, and the report confirmed NO issues with my vehicle.
  *** On 2/4/2025, I called AAS Roadside Assistance because my vehicle started acting strangely. Before the tow, my dashboard showed NO check engine light or fault codes, which I captured in a photo and submitted as evidence.
  *** If my transmission issue were truly pre-existing, the diagnostic and dashboard photo would have reflected an issuebut they did not.
  AAS's claim that a pre-existing condition existed is entirely false and based on a previously corrected error.
  

  3. AAS is Intentionally Delaying & Denying My Valid Claim
  *** *** has continued to ignore verified, corrected documentation in an attempt to avoid fulfilling my claim.
  *** They unjustifiably requested a tow bill, even though the tow was handled by ***'s own roadside assistance program, meaning they already had direct access to the documentation.
  *** Despite my repeated efforts to provide all requested documents, including an updated CARFAX report, written confirmation from ******* Transmission, and a clean diagnostic report, AAS refuses to acknowledge these records.
  

  4. AASs Justification for Denial is Invalid
  *** AASs primary justification is that a previously corrected, incorrect service record falsely suggested a transmission issue.
  *** That record has been proven to be inaccurate, retracted, and corrected by both the repair facility and CARFAX.
  *** AAS is engaging in bad faith claim denial by disregarding factual evidence.
  

  5. Requested Resolution
  *** Given the overwhelming evidence that this was NOT a pre-existing condition, I am requesting that:
  *** AAS immediately approves and processes my claim in accordance with my contract terms.
  *** BBB upholds this dispute as a case of bad faith insurance practices and holds AAS accountable for their unjustified claim denial.
  *** I have provided all necessary proof, yet AAS is deliberately ignoring factual evidence. I request BBBs intervention to ensure a fair resolution to this matter.
  

  Thank you for your time and assistance. I look forward to your response.
  
  Sincerely,
  
  ****** ***** *** ****** ******

  Customer Answer

  Date: 02/27/2025

  Request to Proceed with Arbitration Unresponsive AAS

   

  Dear ******,

   

  Thank you for your update. I appreciate your efforts in facilitating communication between me and American Auto Shield (AAS). However, at this point, it is clear that AAS is intentionally delaying and denying my claim in bad faith.

   

  Today, I sent another reminder email to *****, the legal advisor at ***, but I still have not received a response. Additionally, I officially opened a dispute with *** on 2/20/2025, and according to their own website, they are supposed to resolve disputes within 3 business days by contacting me. However, they have failed to follow their own process and have not reached out at all.

   

  I have attempted to call them multiple times, and each time, they have either kept me on hold for over an hour with no response or completely ignored my inquiries. This clearly shows that AAS is avoiding communication and deliberately refusing to honor a valid claim, despite all the supporting evidence I have provided.

   

  Since AAS continues to ignore my attempts to resolve this fairly, I would like to move forward with arbitration. Please provide me with the necessary information on how to proceed with the third-party arbitration process that BBB offers.

   

  Thank you for your assistance, and I look forward to your guidance on the next steps.

   

  Best regards,

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

  Phone: ************

  VIN: *****************

  Contract #: CHXM5269906

  Business Response

  Date: 02/28/2025

  AAS stands by its denial of your vehicles transmission repair claim.  Despite that you had the 10-31-2024 CARFAX entry by ******* Transmission revised from Transmission replaced to Transmission checked, it does not prove there was nothing wrong with your transmission at that time.  If anything, it shows that you were concerned enough about the judder on acceleration (as written on Cottmans 10-31-2024 invoice) so that you decided to have the transmission checkedapproximately 7 weeks before you purchased the vehicle service contract (the VSC).  Although the transmission was not replaced or serviced at that time, there were clearly issues with the transmissions performance, because ******* noted on the 10-31-2024 invoice CVT transmission will have to be replaced. We provided further details regarding our reasons for denial (based on a pre-existing condition) inn our prior BBB response, and also to you via direct email.

  We have made you a fair settlement offer (a full refund of the payments you have made to date), and that is our final offer.  If you wish to accept that offer, please email *****************************************************************.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22969151
  
  I am rejecting this response because:

  Key Reasons Why AASs Denial Is Unjustified:
  

  1?? Incorrect Service Record Verified & Corrected by Carfax and ******* Transmission
  *** AAS is still relying on a previously incorrect Carfax entry that initially stated Transmission Replaced on 10/31/2024.
  *** Carfax reviewed and corrected this mistake after verifying with ******* Transmission that no transmission replacement was done.
  *** ******* Transmission also issued a written statement confirming that no repairs were made and no issue was found with my vehicle at that time.
  

  2?? No Pre-Existing ConditionVerified by Diagnostic Report & Tow Evidence
  *** Autel diagnostic report from 02/02/2025 showed no transmission issues or stored DTC codes, proving the vehicle was running fine before towing.
  On 02/04/2025, my vehicle suddenly started acting strangely, prompting me to call AAS Roadside Assistance.
  *** Before towing, I took a dashboard photo at ******* miles showing no check engine light or warnings, further confirming no pre-existing condition.
  

  3?? AASs Bad Faith ******** & Delay Tactics
  *** AAS delayed my claim for weeks, ignored my emails, calls, and dispute requests, and is now wrongfully denying the claim based on an already corrected service record.
  *** AAS unreasonably asked for a tow bill despite handling the tow through their own roadside assistance, another attempt to block my claim.
  *** Even after Carfax officially corrected their entry, AAS continues to ignore the updated information and Cottmans written confirmation.
  

  I kindly ask BBB to initiate arbitration immediately as *** has failed to provide a valid reason for denying my claim.
  

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

  Customer Answer

  Date: 03/03/2025

  Thank you for offering arbitration as an option to resolve my dispute with American Auto Shield. I appreciate BBBs efforts in providing this service.

  However, as a full-time student with limited financial resources, the $150 arbitration fee is a significant burden for me at this time. Given that my claim is valid and has been wrongfully denied despite substantial supporting evidence, I would like to ask if there is any possibility of:

  A fee waiver or financial assistance program for consumers facing financial hardship.

  I truly value the opportunity to resolve this matter fairly and would appreciate any assistance you can provide regarding the arbitration fee. Please let me know if there are any options available.

  Business Response

  Date: 03/03/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  ***** *******
  American Auto Shield, LLC
  American Auto Shield, LLC