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 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

• 

  American Auto Shield, Inc

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

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: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
  

• Initial Complaint

  Date:02/13/2025

  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 car has been in the service department of Westbuy Jeep ************************** for 3 weeks and I am being non answers about the repair of my car. Claim # ******* according to Jeep they has been requested to send pictures to the point of failure and those have been provided. A 2nd request was made for additional info and now a 3rd request for more pictures have been made.I'm working with ******* at Jeep and together we haven't had any cooperation from Car Shield.

  Business Response

  Date: 02/17/2025

  We have been informed that a member of the American Auto Shield **************** is attempting to reach out to you in an effort to resolve this matter. A voicemail has been left with contact information for further contact. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/12/2025

  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.

  Form for arbitration in ****** CO BBB please. I had been denied for 29. C. It states Repair if the vehicle has not been legally registered in accordance with state or other laws within 2 months, as applicable. The ambiguous provision, as to what, does this 2 month period begin from has me questioning drafted in bad faith. It is an unclear provision compared to other provisions that have very specific timestamps "at time of breakdown" "prior to" "during waiting period" etc. American Auto Shields obsfucation in denying my claim where stating contradicting timestamps one being that contract inception date and another one stating the filing of the claim when in reality it allows them to work in bad faith to make the contract work in their favor. INCEPTION DATE is not even defined in this contract. Nor is it stated anywhere. The exclusion I was denied for is grouped together and number 29 of ****************************************************** these 32 exclusions but the word BREAKDOWN is presented 18 times along with repairs. Being grouped in with this section leads one to believe they are talking about at time of BREAKDOWN. Another reason is because any other instance could make the vehicle ineligible for the contract. By any means the exclusion can be interpreted in many different scenarios of timeline stamps which makes the contract ambiguous. ***** quoted for my transmission repair of $13,000. $4600 on the rental car for the time my car was at repair shop. Diagnostic $250. Then to be reimbursed for the months I paid $179.99 for 5 months after denial= $899.95. Brings total $18,750.

  Business Response

  Date: 02/14/2025

  American Auto Shield has contacted the consumer directly (outside of the BBB forum) and is pleased to report we have settled this matter amicably.

  Customer Answer

  Date: 02/14/2025

   
  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:02/12/2025

  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.

  We have been customers with Car ********************** since 2019 with very one repair until this week. The first repairs they paid very little in repairs, since they had to find the part that they required to put in. Our car has been at the shop once they called for the claim, it was denied. American Auto shield claimed that it was from corrosion and that is not covered, which is no fault of ours that the wires have corrosion. We carried the highest coverage and they cover absolutely nothing when it comes down to it. They have rec'd over *****. through our coverage which is supposed to cover electrical.

  Business Response

  Date: 02/17/2025

  We have been informed that a member of the American Auto Shield  legal department is attempting to reach out to you in an effort to resolve this matter. 

  -Respectfully,

  Customer Relations 

  Customer Answer

  Date: 02/19/2025

   
  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:02/11/2025

  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.

  Refusal to pay a covered claim

  Business Response

  Date: 02/20/2025

  In review of Mr. *****' contract administrators notes. His claim was stalled out because his chosen repair facility did not send a diagnosis of his vehicle's failure(s). American Auto Shield (AAS) specifically requested freeze frame data that is needed to verify that this failure happened while within coverage and is not pre existing or falling during the waiting period.  AAS also requested the tow invoice from the breakdown to his home where it was towed from to the  repair facility. 
  
  Mr. Davis has repeatedly opened and reopened BBB complains and complaints with your office. CarShield and American Auto Shield have repeatedly explained the reason his claim was denied and his contract has been refunded in full. American Auto Shield has also offered Mr. Davis a reasonable monetary resolution which Mr. Davis has also rejected. Mr. ***** also filed a complaint with the ********************************** who closed the complaint after we notified them of the harassment and full refund. 
  

  We respectfully ask that you close Mr. *****' complaint and not allow him to continue to open complaints with your office. Mr. ***** is welcome to take any legal action he feels necessary. Neither CarShield or American Auto Shield WILL NOT MAKE ANY MORE RESOLUTION OFFERS. 
  
  Worth noting,  Mr. Davis has spoken so poorly to our employees that we have blocked him from contacting our office.  Mr. ***** even went as far as to contact us from a DIFFERENT phone number to harass and belittle our employees. That number has been blocked as well. 

  Customer Relations
  
  

  
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22903631
  
  I am rejecting this response because: American Autoshield had the information needed to process my claim but refuses to pay, also they stated they gave me a refund which was false because the policy states after 30 days you cant get a refund and all the policy benefits are bound and in closing They owe me ****** dollars it was ****** which was paid out to this company total please request a mediation  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/26/2025

   

  The  multiple complaints were against CarShield through the *********************************** as well as through the Arkansas Attorney General.  By filing this complaint, Mr. ***** has found another way to harass CarShield and American Auto Shield. 

  As stated in our previous response, Mr. ****** conduct towards our employees has been reprehensible and he is blocked from contacting both CarShield and American Auto Shield. 

  Mr. ***** has been refunded in full and refused our offered resolution. The offer is now withdrawn.  There will be no additional offer made to Mr. ***** now or anytime in the future. 

  Customer Relations

  Business Response

  Date: 03/03/2025

  In our previous response, we stated the consumer had been refunded in full because he had charged back the payments to his credit card (see attached history of two payments and two refunds/credit backs).  As such, all payments have been returned and there is no further refund to offer.  

• Initial Complaint

  Date:02/09/2025

  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 filed a claim in December 2024 for transmission issues on my 2017 GMC ****** 1500 Denali. American Auto Shield agreed the transmission and differential case needed to be ***laced or ***aired. They were advised that once was claim was approved it would take 3-weeks for the delivery of parts. American Auto Shield claims *** wasted several days not returning the calls from the car ***air shop which used up critical car rental days was they max out at 2 weeks. They make NO allowance for parts availability. I was informed this past Friday that the transmission was no longer available with no estimated availability date. This has currently cost me over $2000 in rental costs with no end in sight. I would like American Auto Shield to be responsible for ALL future rental costs and reimbursement of all past costs paid since they state that the car rental policy is based on the time it takes to ***air the vehicle. Since the vehicle has NOT been ***aired yet they should be pay these costs.

  Business Response

  Date: 02/11/2025

  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. Per the claim notes, you chose to use your repair facility's parts and they are having issues locating a transmission. 14 days of rental have been authorized and that is the maximum allowable days as per current procedures. This contract actually only has a $160.00 max amount and $901.38 has been authorized.  Your vehicle was inspected 12/27/2024 and the report submitted for review by *** on 12/30/2024.  Your claim was ready to be authorized on 12/31/2024 but there were still part option questions that needed to be answered by your repair facility. On 1/9/2025, your repair facility advised American Auto Shield that you had approved the out of pocket costs and your was claim authorized for both the front differential and transmission. American Auto Shield was unable to reach your repair facility until the following day.  American Auto Shield has no control over the repair facility's ability to locate the needed parts for your vehicle. 

  American Auto Shield has authorized $8,601.69 towards your claim.  In an effort to resolve this matter, American Auto Shield will send the authorization amount directly to you as a one time payment upon execution of  Settlement Agreement and Release. There will be no additional rental authorized. If you wish to accept this offer, please email ********************************** and we will draft the Agreement for your electronic signature.

  Customer Relations

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22919107
  
  I am rejecting this response because:  American Auto Shield is unable to even procure the part so failing the repair shop is just their way of overlooking the issue.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/19/2025

   

  American Auto Shield has authorized $8,601.69 towards your claim.  In an effort to resolve this matter, American Auto Shield will send the authorization amount directly to you as a one time payment upon execution of  Settlement Agreement and Release. There will be no additional rental authorized. If you wish to accept this offer, please email *************************************************************** and we will draft the Agreement for your electronic signature.

  Customer Relations

  
  

  Customer Answer

  Date: 02/26/2025

   
  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 even though I feel they are not treating their customers fairly when it comes to the rental car policy.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a policy through CarShield that American auto shield is responsible for adjudicating and paying customers' claims. They have now not fully paid 3 separate claims for issues that are clearly to be covered per contract.

  Business Response

  Date: 02/06/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 

  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 inspection of your file, it was discovered that the out-of-pocket costs associated with your claim were due to your repair facility charging for visual inspections and diagnosis. No form of testing was done, and a simple gaze determined where the leak was coming from in regard to your oil pan. Your contract does not provide coverage for repair facility markups, and diagnostic fees that were not deemed necessary by your administrator. CarShield has no contractual obligation to refund you for unnecessary markups of inspection from your repair facility. 

  All 3 of your claims have been reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic who has determined all the claims were correctly adjudicated and in accordance with your contract terms. Since American Auto Shield has authorized more in claims than you have paid in premiums there is no refund due.

  Customer Relations

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22893718
  
  I am rejecting this response because:
  This company has continued to be deceptive and conduct fraudulent practices even after lawsuits. Something needs to be done to stop them from ripping off hard working consumers. They sell you a policy stating what is to be covered and a contract that states what is to be covered led yet they dont cover it.
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/12/2025

   

  As stated in our previous response, your claims were reviewed by a ASE certified, master technician and all were adjudicated correctly.  A member of the legal team also sent you that information in an email. 

  We see that you disputed your last 2 payments with your financial institution and the payments were credited back to your card.

  American Auto Shield considers this matter closed. 

  Customer Relations

   

  
  

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy through Carshield because of the coverage it provided for repairs and upkeep of my vehicle. My vehicle started having some issues that I could later identify as transmission issues. I took my vehicle to a facility up under the Carshield umbrella that specializes in transmissions. Carshield asked for proof that it was a transmission issue. They were provided with the needed information and then they asked for more information from the facility. The facility and a Carshield agent proceeded to go back and forth about sed information. Carshield then contacted me and told me my only option was to move the vehicle to another facility under their umbrella. So because the facility under the Carshield umbrella didn't want to do the work that was being asked of them, I had no choice but to move the vehicle. I was then stuck with a bill for that facility because carshield later told me that they would only cover the diagnostics for the facility that would actually fix the problem with the vehicle. But the whole reason it wasn't fixed at the facility was because they didn't want to do anymore work for the claim. Leading to the question, why would they be a trusted facility with carshield if they wouldn't want to do the work they were asked for. Not only did I have to pay to move my car from that facility, be without out a vehicle for several weeks, my vehicle is still out of commission for the moment because I have to wait for the new facility to restart the process of the claim and also the fixing process of the vehicle. I continue to pay money for my carshield membership every month and they continue to have a part in prolonging the issue while I'm the one having to suffer through losses of time, money, work, and childcare. They provide coverage for a rental vehicle but because the facility has made the claim inactive, not complying with the more information, they won't give me the option until the claim is reopened.

  Business Response

  Date: 01/31/2025

  American Auto Shield, the Administrator of your *************** Contract, 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 pending  upon the performing of an "RDI" (Remove, Disassemble and Inspect) on your vehicle to verify the cause of failure.
  
  
  In order to proceed with your claim, an RDI must be performed to correctly identify the cause of failure. Without adequate identification of the cause of failure, your claims adjuster would not be able to determine whether your vehicle has exhibited a coverable breakdown, and would be eligible for coverage. Upon review of your file, it was discovered that your repair facility wishes to not perform the necessary RDI to move forward with your claim. Until an RDI is performed, your claim will be marked inactive until the proper claims procedure is completed. 
  
  
  In order to move forward with your claim, you may either: have your current repair facility perform the **** or you may move your vehicle to another approved repair facility by your administrator. If your new repair facility is able to provide a verifiable cause of failure that is eligible for coverage, your claim may progress forward following the usual claims process. 
  
  
  However, if you do not wish to have an RDI performed, American Auto Shield  is willing to offer you a full refund of monthly payments for contract(s) MRF5224332 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email *********************************** and we will draft your agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:01/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a contract w/carH3131343334303031**35H 7/23/24.#MRF5144964 milage *****. 9/25/24 passed I/M weber county ****. milage ***** 11/12/24 milage ***** Truck quit.Towed to *** ***** *** dealer. I was told it needed a new motor. 2 dead cylinders. CarH3131343334303031**35H is refused to pay $11,622.61 for replacement. Will only pay $408.24. I had to pay diag $307.31, towing $79.00 and car rental $55.94. I am 71 and thought I had everything covered. Now I don&#**;t have transportation.

  Business Response

  Date: 01/30/2025

  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. Per the inspection report and the photos sent in from your chosen repair facility show fuel wash on top of piston surfaces on cylinder 4 and 5 and fuel smell coming from exhaust. The freeze frame data from your repair facility scan tool indicates vehicle was driven for a considerable length of time (****** miles since misfire codes cleared) with an active misfire condition leading to ultimate failure of the piston rings on  cylinders 4 and 5 and reported low compression by the repair facility. The *** codes found at inspection and diagnosis by your repair facility are related to a long term vacuum leak which lead to a rich condition along  with long term continued operation with this rich condition caused failure of the piston rings. Fuel wash shown on the piston tops in photos along with carbon indicate a long-term misfire and not an instant failure that would have occurred in the ***** miles the vehicle was driven after inception of the contract and would be considered a long-term preexisting concern that can be tied directly to the current failure shown.   The state inspection dated 9/25/2024 at mileage ****** only indicates that there was no hard *** codes set at that time and/or codes were cleared prior to the inspection and your vehicle was driven an additional ***** miles with this condition before failure occurred.  The fuel injectors were authorized for $408.24 as the initial cause of failure as a credit towards engine replacement. The engine was denied correctly for continued operation with an active misfire condition as this is negligence that caused the piston rings to fail.  The contract has liability for repairs and rental has been met.

  As a resolution, American Auto Shield will refund your payments in full and void the authorization upon execution of a Settlement Agreement and Release. Please email ********************************** if you wish to accept this offer and we will draft the Agreement for your electronic signature.

  Customer Relations