Business Profile

Auto Service Contract Companies

American Auto Shield, LLC

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Complaints

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

Customer Complaints Summary

972 total complaints in the last 3 years.
163 complaints closed in the last 12 months.

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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:01/13/2025
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.
To whom it may concern I purchased a extended warranty in July 2023. The company mentioned is Carchex. the repair shop that deals with carchex is euro sport auto located at ************************************i took my car there for a diagnostic cause the gauge wasn't working properly. I was told that I needed a float which inside of the fuel pump. The warranty company denied the claim. I had to come out of my pocket for over $455 dollars. The receptionist and me are on the phone with the claims department trying to figure out why the claim is being denied for a Fuel Tank and Sending Unit. The part number was given to the claims ***** I was on the phone with the ***** for an hour. The part is covered under the warranty what's the sense in having a warranty if the warranty company is denying a part that's covered. This matter has been going on for 5 or more days I don't have money to keep putting in the car when the warranty company should be footing the bill. I still have to pay my deductible; I am at my wits end with this extended warranty company.
Customer Answer
Date: 01/10/2025
Claims Administrator American Auto Shield,Ltd ************************************************
Customer Answer
Date: 01/10/2025
Claims Administrator American Auto Shield,Ltd ************************************************
Customer Answer
Date: 01/10/2025
Carchex ************************
********************** ************ thats the address I originally put as I am looking at the info theres another address listed

Customer Answer
Date: 01/13/2025
Third Party Administrator is American Auto Shield.
Business Response
Date: 01/28/2025
Thank you for bringing your concerns to our attention and for the opportunity to respond.
The claim at issue related to your complaint was reviewed by an American Auto Shield Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic. Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.

Upon review of your file, it was discovered that the cause of failure was a fuel level sensor. Although your vehicle service contract provides a wide variety of coverage, the fuel level senor is deemed an excluded component, and would not be eligible per the terms and exclusions of your contract. While the fuel level sensor is deemed a part of the fuel sending unit, the level sensor can be replaced separately and the sending unit is not faulty, thereby making it a separate repair that is ineligible for coverage. A more extensive list of excluded components may be located within your contract.

Nevetheless, as an effort to resolve this matter, ******* is willing to offer you a refund of three monthly payments for contract(s) CHXM4717011 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ************************ and we will draft the agreement for your electronic signature.

Respectfully,
Customer Relations
Customer Answer
Date: 01/28/2025

Complaint: 22787776

I am rejecting this response because:

Sincerely, ok even though the fuel level sensor is not covered I was told that the fuel tank itself is covered . I rather have Auto Shield cover the fuel tank maybe I can have the repair shop work with me when it comes to the fuel sensor.I am not sure why I am being offered 3 months of back payment.I came to the conclusion that Auto Shield would be saving a great deal of money by offering me that.I cost to replace the fuel tank with a OME part doesnt equal to 3 months payments period .

******* ****
Business Response
Date: 02/06/2025

The repair facility is not trying to replace the entire fuel tank itself, they are talking about the entire fuel sending unit which would have the fuel level sensor on it already.
If you wish to accept our offered resolution, please email ***************************************************************.
Customer Relations

Customer Answer
Date: 02/13/2025
I rejected the offer for 3 months of payment for compensation for what I am not sure .I was told that the sensor is not cover under the warranty but the gas take itself is covered under the warranty .I asked that AAS replace the gas tank than .The 3 months compensation doesnt equal up to having the gas tank replaced. I pay my monthly premium so give me what I am entitled to. This problem has been dragging on for over a month which is sad.I am at my ***** end with this situation please dont make it more than what it seems like .
I am denying the 3 months compensation that was offered to me .The 3 months compensation doesnt equal up to replacing the gas tank .I would like AAS to replace my gas tank or compensation of equal value.
Have a blessed day
Business Response
Date: 02/17/2025

Mr. ****,
Our offer was made as a courtesy to help with out of pocket costs. The claim decision will not change and no further authorization will be added to the claim.
Customer Relations

Customer Answer
Date: 02/18/2025

Complaint: 22787776

Good evening I have audio telling me that they would replace the gas tank under my warranty, now they are retracting what was said.The audio is available upon request, have a blessed day day .
Business Response
Date: 02/18/2025

The fuel level senor is deemed an excluded component, and would not be eligible per the terms and exclusions of your contract. While the fuel level sensor is deemed a part of the fuel sending unit, the level sensor can be replaced separately and the sending unit is not faulty, thereby making it a separate repair that is ineligible for coverage. A more extensive list of excluded components may be located within your contract.
If you wish to send audio, please send to ***************************************************************.
Customer Relations
Customer Answer
Date: 02/28/2025
I am denying the 3 months compensation that was offered to me .The 3 months compensation doesnt equal up to replacing the gas tank .I would like AAS to replace my gas tank or compensation of equal value.
Business Response
Date: 03/07/2025

Our offer was made as a courtesy to help with out of pocket costs. The claim decision will not change and no further authorization will be added to the claim.
Customer Relations
Initial Complaint
Date:01/10/2025
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.
This complaint concerns the improper handling of a warranty claim by American ******************************* regarding my 2007 VW Touareg V10 TDI (>70k Miles) . Contract CHXM5241920, explicitly provides coverage for turbochargers and their internally lubricated components under Section 9(a). Despite meeting all contract requirements *** has wrongfully denied coverage for one of the turbochargers. In 12/2024 both turbochargers in my vehicle failed, as confirmed by a diagnostic report. I submitted a claim to AAS to cover the repairs, which were expected to fall under the terms of the warranty. *** approved the repair of one turbocharger, they denied coverage for the second, asserting that the failure resulted from a missing c-clip on the wastegate arm. This denial was based on the findings of their independent inspection. The denial disregards the following The turbinethe internally lubricated, manufacturer-installed identified in Section 9(a) of the contractfailed and directly caused the breakdown. The claim that the missing c-clip caused the failure is unfounded, as the second turbocharger, (also failed), did not exhibit a similar issue. Evidence that the missing c-clip is a consequence of the failure, not the cause. The warranty contract explicitly covers all internally lubricated parts of the turbocharger, including seals, gaskets, and fasteners required as part of a covered breakdown. The exclusion criteria listed in Section 9(b) are unrelated to this case, as the failure did not involve debris, contamination, or other excluded scenarios. I have adhered to the manufacturers maintenance schedule, and all services have been thoroughly documented and provided to ***. Additionally, the vehicle has never been modified or used in any manner prohibited under the warranty terms. *** arranged for an independent inspection following my initial dispute. Despite no evidence or findings contradicting the coverage terms, they upheld the original denial for the second turbocharger.
Business Response
Date: 01/13/2025
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.

Based upon the review of your file, it was found that your claim was authorized for one turbocharger and a second one was denied due to a missing part, a wastegate linkage arm retaining clip. In this case, the missing component is directly related to the wastegate actuator, which was determined to be the root failure as cited by the repair facility.

As stated within your contract, breakdowns caused by external causes and acts of nature including, but not limited to: collision, road hazards, vandalism, theft, fire, earthquake, tornado, flood, hurricane, lightning, rust, freezing, explosion, smoke, riot, act of war, act of terrorism, any type of animal or insect will be excluded from coverage. As the wastegate linkage arm retaining clip was found to be completely missing, this would exclude the second turbo from coverage due to external hazards that most likely caused the component to detach from your vehicle. A more extensive list of exclusions may be located within your contract.

CarChex and American Auto Shield stand by the adjudication of your claim, and that will not change. Your claim has been authorized for $5,858.35 to the repair facility, and no further refund will be due.

Respectfully,
Customer Relations
Customer Answer
Date: 01/14/2025

Complaint: 22795380

I am rejecting this response because: Under Section 9(a) of the warranty agreement:
Coverage Includes: All internally lubricated parts of the vehicle manufacturer-installed Turbocharger Seals and Gaskets [and] Fasteners ONLY as required as part of a COVERED BREAKDOWN.
The turbinean internally lubricated componentclearly falls under the category of covered parts, and its failure is the proximate cause of the breakdown.
The missing c-clip, cited as the reason for denying coverage, is not the origin of the failure but rather a secondary result of the turbines malfunction.

Sincerely,

********** Al-edany
Business Response
Date: 01/23/2025
As stated in our previous correspondence, your complaint was adjudicated in the accordance of the terms and conditions of your vehicle service contract, and was approved for well over $5000 toward your claim. CarChex and American Auto Shield stand by this adjudication.

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
Respectfully,
Customer Relations
Initial Complaint
Date:01/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have denied my claim for engine repair/replacement.I feel this is breach of contract.I pay $99.99 amonth
Business Response
Date: 01/07/2025
American Auto Shield has examined your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC").

As stated within your contract, failure to maintain your vehicle's fluid levels to the manufacturer's standard, and the operation of necessary vehicle fluids may result in the denial of your claim. Upon review of your claim, it was found that the coolant system was very low on coolant upon arrival. After the radiator replacement, it was found that the engine had overheated as a result of the low coolant levels causing failure to the engine head gaskets. Subsequent failures as a result of low coolant levels and overheating are deemed excluded from coverage within the VSC.

American Auto Shield has no contractual obligation to refund you for partial claim denials due to the lack of proper fluid needed to safely maintain your vehicle. However, as an effort to resolve this matter, American Auto Shield is willing to offer you a refund of 12 monthly payments for contract(s) MRF3165582 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ********************************** and we will draft the document for your electronic signature.
Respectfully,
Customer Relations
Customer Answer
Date: 01/07/2025

Complaint: 22775873

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
Date:12/31/2024
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.
My Transmission start slipping about 3 months ago I took ********** dealership and Carshield denied my claim, saying that it was fraudulent. And now I am finding out that they are not allowed to sell car warranty in the state of **********, now I am without a car because of them being misleading and denying my claim.
Business Response
Date: 12/20/2024
CarShield does not have a contract holder with your name and phone number within our system. Please reach out to your administrator to locate the correct seller for your contract.
Respectfully,
Customer Relations
Customer Answer
Date: 12/23/2024
Have copies of the contract, don't know how to send them. Can you help me please
Customer Answer
Date: 12/31/2024
Contract number is MBIQ1115843-American Auto Shield
Business Response
Date: 01/20/2025
************************; has attempted to reach out to you in order to settle your dispute. However, the number that is on file has been disconnected. In order to progress this matter toward a resolution, please email *************************************** with your new phone number and current contact information.
Initial Complaint
Date:12/31/2024
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.
Date of Transaction: July 2024, I have an extended warranty for my *** 535i through Carshield (Carshield appears to be a front-end for Amerishield). My car broke down in ****** and I opened a claim #: ******* 1.Before the work started, *********** located in ******, got the approval to perform the work for $9,968.90 in the US dollars from Autoshield (please see ***** ****** email, which proves my point here. She was my service manager at ***********)2.After the work was completed, Amerishield sent *** Autohus a credit card in the amount of US dollars $9,************ Autohus POS system is not equipped with to accept US dollars payments, so they requested Amerishield to send the equivalent payment in CAD dollars.4.Instead of sending the equivalent amount of US dollars $9,968.90, Amerishield simply sent the payment in CAD dollars $9,968.90 without converting US dollars to Canadian CAD dollars.5.I made several calls while at the car repair shop and independently. When I was at the car repair shop, it seemed that Amerishield accepted their mistake and the matter was resolved, however, I never received appromately $3,700 in CAD dollars. .And then finally, **** ***, the adjuster called me, and he twisted everything around and tried to make me believe that the amount that was approved was in CAD dollars, which I strongly disagreed and resented as this was a blatant lie and was dishonesty. When I told him to escalate this matter to his senior management team, he told me the **** stopped with him and there was no more escalation. I would like BBB help me resolve this issue and make Amerishield pay me the difference. They approved $9,968.90 in US dollars and they paid $9,968.90 in Canadian dollars. I would like them to pay me the difference.
Business Response
Date: 01/02/2025
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 claim, it was found that the claim was authorized and a paid to the repair facility for the covered portion of the claim. The total submitted on the invoice was $15326.10 (Canadian equivalent to $10623.93). The estimate was submitted with Canadian currency reflected. The covered portion of the claim was $9968.90 (Canadian equivalent to $6911.17 US currency) which was paid to the repair facility in Canadian funds. You were also issued payment of $380.58, which was paid out in US funds.

Nevertheless, your claim had additional out of pocket cost due to portions of the repair that were not eligible for coverage. The total amount of out-of-pocket cost that would be deemed your responsibility due to the terms and exclusions of your contract would be $3711.93 US funds ($5357.20 Canadian equivalent). This is reflected on your remaining balance that you have paid to the repair facility. A more extensive list of excluded components may be located within your contract.

CarShield and American Auto Shield stand by the adjudication of your claim, and that will not change. However, an updated Carfax record shows that your vehicle registered for personal usage on 12/12/2024 in ******* ******. This registration would void your current contract as this vehicle is no longer registered for usage in the **. Your contract has been cancelled.
Respectfully,
Customer Relations
Customer Answer
Date: 01/02/2025

Complaint: 22750088

I am rejecting this response because:
1.        Whatever they say now is after the fact, the bottom line is that before I agreed to get my car repaired, they clearly authorized $9,968 in US dollars, which is why I told the repair shop to go ahead and start the repairs.
2.        If I had known that they would approve only $6,911.17 US, I would not begin with the repairs as the cost of car with so many mileages would not have been worth for me.
3.        If they had not approved $9,968 in ** $, they would not have sent them a payment of $9,968.90 in US $. It was ONLY after the repair shop requested them that their POS was not equipped with to receive the money in US $ funds, someone in Carshield/Amerishield made a mistake by not converting the money in CAD $ and simply sent the funds in $9,968.90 in CAD $.
4.        All I am asking them is to pay me what they Approved and the Approval amount before the repair started was $9,968.90 in the US $. I am not asking anything more than the amount they approved before we started the repairs. And this is the reason, I find their explanation not in good faith or fair.
5.        The bottom line is they must pay what they approved and that is $9,968.90
6.        I paid $5,357.20 in CAD $ to the repair shop.
7.        Even if they pay me equivalent of $9,968.90 US $ (which is about $14,000 CAD $), I would still have paid about $1,357 CAD $ as my out of pocket expenses.

Sincerely,

****** *****
Business Response
Date: 01/16/2025
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
Respectfully,
Customer Relations
Customer Answer
Date: 01/20/2025

Complaint: 22750088

HI, I am not rejecting or accepting but as I did not have a way to communicate except by clicking one of these options.
I just wanted to let you know that I have filled out the form that was asked of me in the last communication. Attached is a proof of that.

Sincerely,

****** *****
Business Response
Date: 01/29/2025
We have received your dispute, and it is up to review as stated within the prompt.
Respectfully,
Customer Relations
Customer Answer
Date: 02/18/2025
I reject the offer that has been made by Amerishield as it does not offer any money loses. I lost almost $3,400 because of their negligence.

I kept telling them that that had they not offered me $9968 (approximate amount as I dont have time to go through the paperwork) in the US dollars, I would not have started the costly repairs on a car that was not even worth more than $8000 Canadian Dollars at that time. I agreed to pay about $2,000 form my pocket considering I would get my car back fully repaired.

The other fact is that they sent a credit card in the same amount $9,968, which the car repair shot was unable to cash because their POS system was not configured to accept the US currency but only Canadian currency. They requested Amerishield to send the equivalent amount of $9,968, which in todays currency rate would be approximately: $14,144 Canadian dollars. Instead of converting the money into the CAD $$ first, they just sent the amount $9,968 in CAD dollars, which is almost $4,000 less than they promised.

The bottom line is that: I am only asking for what they approved and promised and not more than that. That amount was US $9,968.

I would really appreciate if you could please open the case, as there was definitely a misunderstanding. I was under the impression that I have already responded to their last request.

Regards,

Kanwal.
Business Response
Date: 03/04/2025
Your claim was approved for $6911.17 USD, and one issued payment of $380.58 USD was paid to you directly. The $6911.17 U.S dollars is equivalent to $9968.90 in Canadian funds. You were never approved to receive $9968.90 USD toward your claim, but rather $9968.98 CANADIAN currency. This would leave a calculated total of $3711.93 USD of out of pocket cost's. Your out of pocket cost's associated with these repairs were deemed your responsibility per the terms of the contract as the remaining repairs were components not listed for coverage. The payment was converted from $6911.17 USD to $9968.90 CANADIAN currency. This amount was paid to the repair facility. There will be no further authorization or refund due.
Customer Answer
Date: 03/04/2025

Complaint: 22750088

I am rejecting this response because:
1. The approval was in the amount of $9,968.90. As the repair cost was more than $15,000 CAD.
2. ***** from *********** worked with Amerishield and was told that $9,968.90 was approved in US dollars, which was equivalent to about $13,800 (at that time based upon the currency exchange rate)
3. US $9,968.90 Credit card issued to *********** after the repairs were completed.
4. Unfortunately, because ***********'s POS was not equipped to transact the amount in US dollars, they requested Amerishield to re-issue the amount in CAD currency.
5. Amerishield simply sent them the same amount $9,968.90 in CAD currency and did not covert the amount that would have been close to $13,800.
6. Someone in Amerishield made a mistake and now they are refusing to correct it.
7. This is the precise reason and is a perfect example of how the insurance companies Deny the claims by giving FALSE and Dishonest reasons.
8. If Amerishield had approved $6,911.17 US dollars, can they provide any documentation whatsoever they communicated with *** Autohus indicating what they approved? I strongly believe if they had approved ONLY $6,911.17 US dollars they must have communicated this to the repair facility.
9. The fact of the matter is that they approved $9,968.90 in US dollars. I would really appreciate Amerishield to provide any documentation/emails exchanged with ***** **** from *** Autohus with regard to this matter.

Sincerely,

****** *****
Business Response
Date: 03/10/2025

A member of the legal team has tried to contact you regarding this number but was unable to leave a voicemail.
Please email ********************************** with a good time to discuss this matter and we will attempt to contact you again.
Customer Relations

Customer Answer
Date: 03/13/2025

Complaint: 22750088

I am rejecting this response because:
Hi, Please give me a call anytime at ************. I am available entire day tomorrow.

Sincerely,

****** *****
Business Response
Date: 03/17/2025

We have spoken to Mr. ***** and reached a resolution. This matter is closed.
Customer Relations

Customer Answer
Date: 03/17/2025

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.
Thank you ****** for your help in this matter.

Sincerely,

****** *****
Initial Complaint
Date:12/26/2024
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.
Claim #******* was opened on 11/1/24 for a transmission issue. My vehicle was stuck in 3rd gear with P0733 check engine code. Diagnosis by dealership is failed transmission. While in the shop the vehicle fixed itself, drove normally and the check engine code disappeared. Even so, American Auto Shield (AAS) instructed that the transmission pan could be dropped to check for metal in the transmission fluid. This was done and metal was found. Pictures were submitted to AAS of the fluid and AAS stated we could proceed with replacement. However AAS only wanted to replace the transmission with a used one from a salvaged vehicle from a terrible accident. My contract states parts may be new, re-manufactured, or used parts of like kind and quality. A transmission from a salvaged/wrecked vehicle is not of like kind and quality. My vehicle is not salvaged and has never been in a wreck of any kind. A remanufactured transmission is not available, nor are parts available for repair. This is why a new transmission was quoted. Since my repair facility did not want to accept mail order parts, or replace the transmission with a new transmission cooler as well, I was advised by *** to move my vehicle to another shop. I moved my vehicle to a transmission shop that was willing to do the repair. However, now *** is requiring the transmission shop show proof of failure with Check Engine Code. Remember, the car fixed itself and the code disappeared. *** is aware of since this occurred at the first repair facility which lead to the examination of transmission fluid. *** knows theres metal contamination in the transmission fluid and was approving a repair at the first repair facility based on this finding. This is the same vehicle in the same condition 24 hours later and they are not even allowing the transmission fluid to be examined by the transmission shop. They have left me with zero options or fix and Ive been without my car for almost 2 months. I want my car fixed so I can resume life
Business Response
Date: 12/30/2024
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").

In order for your claim to be moved forward, the repair facility must be able to demonstrate the cause of failure at each repair facility your vehicle is taken to. Due to the inability of the failure being unable to be duplicated after the first repair facility added transmission fluid, your administrator will be unable to move forward with your claim. If the issue arises once more, please immediately stop operating your vehicle, and call the number listed within your contract, and towing assistance will be provided to help uphold both the safety and operation of your vehicle for future claim processes.

Furthermore, if you wish to leave your vehicle at the repair facility to wait until the failure may be duplicated, please note that your contract does not cover storage fees. However, if you wish to cancel your contract, American Auto Shield is willing to refund 8 of your monthly payments upon the execution of a signed settlement and release agreement. The settlement and release agreement would waive all claims and cancel all existing contracts with American Auto Shield as the administrator. If you wish to accept this offer, please email ********************************** and we will draft your agreement for your electronic signature.
Initial Complaint
Date:12/16/2024
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 12/9/24 I had my car towed to Sun Devil Auto for repairs under my contract with American auto shield. Received call from supervisor from American/carshield stating not to replace engine because of none lubricant part causing failure. Sun devil informed American/carshield that it is an lubricant part that caused the problem and their still not trying to replace my engine or even fix it when it is clearly covered on my policy. I keep getting different answers from every one I talk to from American/carshield, parts that were covered on Thursday wasn't covered today per supervisor. A few seconds later it was approved. Once I had enough of the run around with the supervisor whom I felt didn't sound like she knew what she was doing went on to ask me if I wanted her to continue my policy after I had notified her of my contacting ***. I'm a senior living check to check barely making it, that's why I chose them over a year ago to help me out with my only car if needed and it sounds like their only trying to cheat people. The shop is not understanding why they won't approve my engine or repairs when ever thing checks out and they are their top shop in *******, they work with them all the time. It's hard for me get to doctor appointments, pick up medication etc. I've decided to have my car towed back home tomorrow so I don't get charged for storage fees from the shop for my car just sitting there. My monthly payment is due to American/carshield on 12/18/24 I just pray they'll take it, especially after contacting ****
Customer Answer
Date: 12/18/2024
I just read the response from Call shield But I.
Wasn't able to send my unsatisfied Response So i'm doing it this way They have mentioned the oil ***************** runs through Without that part the engine would run hot They also stated that I continued to use my vehicle No I did not. once
I found out it was running hot Without any indicator lights I haven't driven it since So how would I know i'm having a problem with my car if I don't receive any check engine lights There were still no check engine lights on my car when I took it to the shop I didn't get half a block from home that day before I noticed the temperature gauge going to hot.I Immediately turned back home and parked it. And haven't driven it since. It's an engine problem nobody could have called.
The shop even told me this. I noticed the oil and antifreeze mixture the next morning when I open my hood to check for leaks.Because it ran hot, Didn't see any lakes decided to check the levels that's when I notice the oil mixture. So the failure to my engine had nothing to do with the up keep of my car. This isn't the first time carshield has cheated me. Last year I had problem with my engine and immediately took it in to ********, a shop carshield had it towed to for a engine rocker arm gone back which was clearly covered under my contract. But at the end of the day, I had to come out of my pocket with over 500 dollars I had to borrow just to get my car and carshield couldn't give me any answers. I'm not satisfied with their response because if I had no check engine lights coming on to alert me of engine problems and granted there's still no check engine lights on even from the shop and all my indicators work in my car. How is that my fault, at least when I got a half a block down from my house and I noticed the Guage going hot. Immediately turned back home parked it called carshield and haven't driven it since. Their Obviously in the business of cheating Senior citizens who are living check the check. The reason I signed on with them over a year ago. It's because if I have a problem with my car, the weight won't be too much on me, clearly I was wrong. I keep regular maintenance up on any car I have.

Business Response
Date: 12/18/2024
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, failure to the engine cylinder head and block will only be covered due to the result of a failure caused by an internally lubricated portion of the engine. In regard to your claim, the repair facility had found that the oil cooler failure was caused by sub damage to the engine due to the intermix of coolant and oil. This was furthered by continued operation of the vehicle with contaminated coolant and lubricants which in turn brought upon an overheat condition and subsequent lack of lubrication causing the failure. As the engine did not fail due to an internally lubricated part, there would be no coverage of the engine cylinder head and block. A more extensive list of excluded components may be located within your contract.

Additionally, as outlined within your contract, failure to protect your vehicle in the event of a mechanical breakdown may result in the denial of your claim. Continuing to operate the vehicle with an overheat condition has caused further damage to your vehicle and is therefore excluded from coverage.

American Auto Shield has no obligation to refund you for failures not listed for coverage, and the failure to not operate your vehicle in the event of a mechanical failure. However, as an effort to resolve this matter, CarShield will refund you a total of six-monthly payments for contract(s) MRF4614864 upon the execution of a singed settlement and release agreement. If you wish to accept this offer, please email ********************************** and we will draft the agreement for your electronic signature.
Respectfully,
Customer Relations

Customer Answer
Date: 12/18/2024

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,

**** ******
Business Response
Date: 01/15/2025
We will draft your agreement, and send it to you for your signature Via DocuSign. It will be sent to the email you have on file. Please check the spam folder if not found in your primary inbox in the next ten minutes.
Respectfully,
Customer Relations
Customer Answer
Date: 01/15/2025

Complaint: 22696286

I am rejecting this response because:

Sincerely,

**** ******: they did not include the radiator and water pump on the shop ticket when they told me they were approved right along with the block flush and the part they already approved that caused the problem.
Business Response
Date: 01/27/2025

Mr. ******,
Your chosen repair facility did not submit either of those parts when they called in any of the claims, and there are no notes in regard to either of those parts being submitted. If these are new concerns, then your repair facility would need to call it in following the normal claims process. If this was on an existing claim and your repair facility did not report it at that time, there would be no coverage for that claim. If the repair facility did not put it on the invoice, then that is between you and your repair facility.
The last claim was denied for engine so if you did not approve the out of pocket repairs to the engine, we would not cover the radiator and water pump separately with no failure shown as that is likely an repair facility suggested repair they wanted to do with the engine replacement.
Customer Relations

Customer Answer
Date: 01/27/2025

Complaint: 22696286

I am rejecting this response because:

Sincerely,

**** ******. I did read the report from the shop and if you read the first part of it the shop did recommend radiator, water pump and a hold list of parts. But the shop told me American auto shield didn't want to cover it. The shop even told me even if they did cover the parts required for the flush, that they couldn't warrant the work because the problem is going to happen again and they don't want to be responsible for it and I understand and don't blame them, that's why their top shop in ******* recommended a new or used engine. American auto shield knows their wrong for what they're doing to me and they don't want this going legal or media exposure that's why they're trying to get me to sign a settlement which includes a gag order,dropping me and not being able to sign on with any other auto insurance companies as advertised on TV and I'm not signing it. When you sign on with them it's over the phone, they read off several plans and you choose which one best for you. Not once do they explain the fine print and loop holes to get them out of fixing certain things on your car. You find all that out once you need them to fix your car, cause they know once you sign on chances are you want need work on your car for at least a year and that's where they get you. Their service completely contradicts their commercial, so no I'm still not satisfied with this case and still seeking legal help and media exposure. If they settle with a used engine like they know what's right or $3,500 so I can get the car fixed myself even though the problem will happen again ,at least as a disable senior living check to check will have something to get around in for a little while. Even though l've been transportation less since this issue with American auto shield which has been stressful mentally and physically but what can I do. Thank you for your ear and God bless!
Business Response
Date: 02/05/2025
Mr. ******,
The confidential agreement that was sent to you states you can not purchase another vehicle service contract ADMINISTERED BY AMERICAN AUTO SHIELDL. You are welcome to purchase a contract from any other company.
When you purchased your vehicle service contract, you were given a 30 day review period giving you ample time to look over and the contract and cancel with a full refund should you decide the coverage did not work for you.
In an effort to resolve this matter, CarShield will void the authorization to your repair facility and issue and full refund minus any paid claims with your signature on the aforementioned agreement.
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: 02/07/2025

Complaint: 22696286

I am rejecting this response because:

Sincerely,

**** ******, I am not satisfied so I'm sending a new invoice including the parts they stated the shop didn't include. Which per my recorded conversation with American auto shield (CORP OFFICE) stating that these parts were covered and justified the engine Coolant part is an lubricant part per the CORP conversations inturn justifying the other parts being approved because of the engine Coolant part causing all the other damage. I need to know how much they are going to pay and how much is coming out of my pocket. Because even if they cover 90% of the cost, the shop are still not going to warrant any of the work because it's only putting a bandage on the problem which is a 9times out of 10 chance it's going to happen again or my engine may blow completely the next time. But their not leaving me much choice being that's my only transportation and knowing they're going to want me to cancel with them. So if they cover 90% of the invoice and the shop will confirm it, including the tow back to the shop and maybe we can come to a close. Until then no!
Business Response
Date: 02/13/2025

Nothing listed on the new invoice here would change the claim decision.
In an effort to resolve this matter, American Auto Shield offers a full refund of payments, no claims deducted with a voided authorization and signed Settlement Agreement.
If you wish to accept this final offer, please email ********************************** and we will draft the Agreement and email to you for your electronic signature.
Customer Relations
Customer Answer
Date: 02/14/2025

Complaint: 22696286

I am rejecting this response because:

Sincerely,

**** ******. I'm still not satisfied with your offer, you guys need to do what's right. If it was already Confirmed through the shop and your Establishment that the oil Coolant Which is part of the engine and is an lubricant part because oil definitely flows through it which inturn keeps the oil at an certain temperature because you know the oil and transmission fluid has to remain at a certain temperature or the car isn't going to run right and that's with all lubricant engines. Then how can you not pay for the damage that lubricating part caused to the rest of the engine, when all lubricant pasts are covered on my contract except the thermostat and some hoses. Unless you're corporate officers are miss leading customers, because two of your corporate officers all ready confirmed what I'm telling you now and I have the recording to prove it. So no I'm not satisfied. Thank you and God bless!!!
Business Response
Date: 02/20/2025

There will be no additional offer. American Auto Shield considers this matter closed.
Customer Relations

Customer Answer
Date: 02/21/2025

Complaint: 22696286

I am rejecting this response because:

Sincerely,

**** ******: This matter is not resolved until you guys do what's right and I noticed you removed the settlements you had offered me, good thing I snapped shot them when you first emailed them and also when you removed them to prove your dishonesty and I'm seeking legal counsel.
Business Response
Date: 02/28/2025
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:12/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have file a claim for my car and they are giving me the run around . They constant trying to find a way to not proceed with my claim by stating that the invoices are just car history so they can proceed to try to find a way to not pay money . I tried to talk to the adjuster but he never answers the phone and I have a rental car which they promise to pay for it until my car gets fixed .they constantly giving me what run around with my claim.
Business Response
Date: 12/17/2024
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 is pending due to the lack of a service record that was requested by your administrator.

As stated within your contract, your administrator may require documents such as maintenance records prior to the approval of a claim. Although you have provided alternative service records, we must be provided with the specific service record requested prior to the adjudication of your claim. If you are unable to provide this record, your claim may be marked inactive.

CarShield has no contractual obligation to refund you for not providing the required service records needed to proceed with your claim. However, as an effort to resolve this matter, CarShield is willing to offer you a full refund of your monthly premiums upon the execution of a signed settlement and release agreement. This agreement would waive all pending claims. If you wish to accept, please email ********************************** and we will draft your agreement for your electronic signature.
Respectfully,
Customer Relations
Initial Complaint
Date:12/12/2024
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.
Our 2018 Mustang recently overheated, we live in central *******, not an unusual event. Car was low on coolant. Refilled reservoir, checked oil for water. This would indicate something other than simple overheating. Oil was, and still is clean. Wife reported car ran rough for 5-10 seconds at startup then smoothed out. Ran fine rest of the trip to/from work. Was due for tune-up, we figured this was probably reason why. Took car to dealer for servicing, they found codes indicating cylinder 3 was misfiring at startup. Further diagnosis found the head gasket had failed which resulted in the overheat issue. Oil was clean, no contaminants were found. No additional codes were logged by the ***. Filed claim with CarShield. After 2-1/2 weeks and 4 different reasons, CarShield has denied our repair claim based on the car being driven 5.5 miles past the "freeze frame" data and that we would have known there was an issue with the engine. "You drove the car with warning lights and messages displayed", I believe was pretty much the accusation they made. During the 2-1/2 weeks the vehicle has been at the repair facility, they have spent several hours talking with CarShield customer service over the phone and have repeatedly told CarShield the 5.5 mile drive DID NOT cause consequential damage to the engine. THE DAMAGE TO THE ENGINE WAS SOLELY AND ONLY CAUSED BY THE FAILED HEAD GASKET. Carshield has authorized replacing the head gasket but not the (non-existent and unsupported) "consequential damage" caused by the 5.5 miles driven beyond the "freeze frame". There is no evidence to support their claim and their considerable evidence to refute it, they just won't consider it. We and the repair facility have asked, even demanded, an adjuster be sent out to review and see the vehicle, data and evidence first hand. They have flatly refused. I was told when I purchased the contract that if "anything happens to the engine or powertrain, you are covered. Completely false statement.
Business Response
Date: 12/16/2024
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, failure to protect your vehicle in the event of a mechanical failure may result in the denial of your claim. Upon inspection of your vehicle, it was discovered that your vehicle was operated with an active overheat condition, and was not immediately towed into the repair facility, but rather driven. The requested engine replacement made by the repair facility would only be necessitated by extreme overheat damage caused to the block and head which in turn caused warpage. This would not be considered eligible for coverage per the terms and exclusions of the contract, as the initial cause of failure to the block and head were not due to an internally lubricated component. A more extensive list of exclusions may be located within your contract.

CarShield has authorized over $3000.00 for your claim. This authorization will stand. However, due to the authorization of claims far exceeding what has been paid into the contract, there will be no refund due.
Respectfully,
Customer Relations
Customer Answer
Date: 12/23/2024
Good evening,

I would like to submit a response to CarShield response regarding the above complaint. We ***** out of the country during the 7 day period, having just arrived back home Sunday.

We most certainly do not agree with the response given by the business. There are several assumptions made on which they have based their rebuttal and subsequent continuance of denial that are simply not consistent with the data and evidence presented.

It should 1^st be noted that the current reason for denial is not the 1^st reason given for their denial. They first claimed the "gaskets and seals" are not covered. They then contended the head gasket was not covered. They then contended the engine block is not covered. All of these were refuted and found to be unsupportable due to clauses within their contract. Their own customer service team didn't know what the contract actually said.

For their latest denmial:

CarShield has concluded: "Upon inspection of your vehicle, it was discovered that your vehicle was operated with an active overheat condition, and was not immediately towed into the repair facility, but rather driven."

CarShield has NOT inspected the vehicle. Rather they have refused to do so even after being requested by the repair facility and demanded by myself.

CarShield further concluded: "The requested engine replacement made by the repair facility would only be necessitated by extreme overheat damage caused to the block and head which in turn caused warpage. "

This is in fact not true and is not substantiated by ANY data submitted by the repair facility. As stated in my original claim and as has been stated by the repair facility, the vehicle was never operated in an "extreme overheat" condition. Contrarily, at the 1st indication of overheating; temperature noted to be climbing on the gauge followed almost immediately by "engine is overheating" message on the instrument display; the vehicle was immediately pulled into a convenience store parking lot and shut down. It was allowed to cool down for approximately 30 minutes. After this time, the coolant level was noted to be low, we refilled the reservoir and the oil checked the oil for water intrusion (this would have been the result of extreme overheating and an indication of "extreme overheat"). The engine was restarted (in accordance with instructions provided within the owner's manual - see attachments), coolant level was checked, engine was shut down, oil was rechecked, found to be clear (it still is now), restarted and driven home. No additional lights or warnings were displayed, and the temperature of both the coolant and cylinder heads remained in pre-incident "normal" range. Since that time, the engine coolant and head temperatures have remained within the "normal" range. The engine was not then nor has it since been operated in an "extreme overheat" condition.

Evidence to support this: As noted in the attached Vehicle Owner's Manual (pages 202 and 237), the vehicle has two safety modes that will automatically occur should a serious overheat condition occur. The first is a "reduced power mode", the engine will shut down 2 cylinders to create an "air pump" to help cool the internal engine parts while the vehicle is driven to a safe location to pull over and stop. Our vehicle never entered this mode. The 2^nd mode is a "fail-safe" condition where the engine will shut itself down to prevent reaching temperatures that may cause serious internal damage. This condition would only occur if the "reduced power mode" failed to provide adequate cooling. Neither of these conditions occurred. Not at the time of the original overheat nor at any time since. The vehicle simply overheated. We live on the west coast of central *******, this is not an unusual event.

ECM codes report "misfire in cylinder 3" and "misfire in 1^st 1000 rpms". No additional codes have been logged.

A severe/extreme overheat condition, as is contended by CarShield, even a reduced power condition would have been logged. None were. Not then, not now.

Cylinder head warpage WOULD cause oil/water intermixing. There is none.

It should be noted that at this point in time, there is no physical evidence of cylinder head warpage. The engine has not been torn down, no repairs have been conducted. Bore camera photos do show water intrusion into cylinder 3. Nothing else. To the contrary, the **** dealer service facility has moved the vehicle several times since we dropped it off for repairs. In each case, the vehicle was driven under its own power. They have stated that other than missing for the 1^st 5 seconds or so, there is no indication anything is wrong with the engine. It runs smoothly, it does not misfire, it has no noticeable power loss. If the cylinder heads had the type of severe damage contended by CarShield, this would not be the case.

CarShield sent this response via email the day we left for vacation. It relates to their "arbitration" effort:

The claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("***").

The "Legal Claims Director for AAS, an ASE-Certified Master Mechanic" is in fact their own mechanic - AAS = American Auto Shield; the issuer of the contract CarShield marketed and sold to us, the contract holder. We were not contacted by CarShield or AAS as to whether this would be an acceptable arbitrator. It most certainly is not. This arbitrator would have definite conflicts of interest in favor of the *** issuer and therefore bias towards the interests of the *** issuer in his findings.

As stated before, CarShield is making assumptions about the condition of the engine without inspection and without substantive data to support their contentions. The vehicle was recovered from the simple overheated condition in accordance with the manufacturers instructions as set forth within the vehicle owners manual.

CarShield has accepted the responsibility for the failed head gasket and has authorized repairs for JUST the head gasket, claiming subsequent damage was caused by continued operation. When we dropped the vehicle off at the service facility, we learned the **** 2.3L EcoBoost engines are very prone to unprovoked cylinder head gasket failure - failure is not a result of overheating but rather gasket failure causes the overheat. This immediately causes subsequent damage to internally lubricated, moving components covered by the ***. No overheating is necessary for this to occur. CarShield is most certainly aware of this (we were not) and appears to be trying to deflect cause to the owner so as to avoid having to pay an otherwise valid claim.

Sincerely,

******* *****
Business Response
Date: 01/08/2025

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
Customer Answer
Date: 01/09/2025

Complaint: 22681064

I am rejecting this response because: I was contacted by American Auto Shield this morning and directed to make any further contacts to their legal department. I am not satisfied with their shuffling of the issue to yet another department, further delaying any resolution of this problem.

Sincerely,

******* *****
Business Response
Date: 01/13/2025

Please see our response to your email that was sent to the CarShield legal department on 1/9/25. It was emailed to you at 11:56am on 1/9/25 from ***************************************************************.
Customer Relations
Initial Complaint
Date:12/12/2024
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 06 H3 hummer is at a ***** dealership getting work done there I have had American auto shield for 2 years there is a part that is required for my mother it called exust camshaft Actuator Sprocket the dealership tried to locate the part but no longer available and discontinued and can't find it enny where on the internet thay contacted American auto shield to help and they couldn't find the part either my shop and I called American auto shield and had my claim escalated to have a new motor because the part that is required doesn't exist anymore so if no butty can get the part enny more then that only leaves one oother solution is to replace the motor the clam was denied for the motor American auto shield called me to tell me that it wasn't a lobercated part and I told them it was then the other excuses that thay tryed to com up with is that part would not cause motor failure it's a major part without the part the motor will not run it's a paper waght I have powertrain silver thy told me the only thing thay are paying for is the part that doesn't exist anymore thay need to make it right the shop has had my car for 3 months now
Business Response
Date: 12/16/2024
Thank you for bringing this matter to our attention,

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 authorized past the liability of the *************** Contract ("VSC").

Upon inspection of your claim, it was identified that the initial concern reported by the repair was for valve seat erosion and valve seats. These components are considered excluded from coverage per the terms and limitation of your contract. A more extensive list of exclusions may be located within your contract.

However, CarShield has decided to uphold your authorization for your claim. In addition to the valve components, it was found that after completing the initial repairs, the repair then called in to add the timing actuator and it was found that the part is not available. Prior to learning of this information, your claim was authorized for the actuator and has been unable to be completed due to the lack of outsourced parts. As stated within your contract, it is not the obligation or responsibility of the administrator, but rather the repair facility to outsource available parts. Your contract would not have extended liability for unavailable aftermarket parts.

CarShield has no obligation to refund you for a claim that has already exceeded the liability of your contract. However, as an effort to resolve this matter, Carshield is willing to authorize a onetime payment to you in the amount of $6,910.48 upon the execution of a signed settlement and release agreement. The $6,910.48 refund is the same amount as to what would have been authorized to the repair facility, had they been able to source the part. If you are willing to accept this agreement. Please email ********************************** so that we may draft your agreement for your electronic signature.
Respectfully,
Customer Relations
Customer Answer
Date: 12/18/2024

Complaint: 22677468

I am rejecting this response because:

Sincerely,

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

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