Business Profile

Auto Service Contract Companies

American Auto Shield, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

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

963 total complaints in the last 3 years.
159 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/20/2024
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.
1. ************ was provided all of the information as to what was wrong with the vehicle including a TSB on the appropriate repair. ************ forced us to do a teardown to make sure the head was not cracked, this is against the *** they already have explaining the problem. The contract says that they will cover the teardown to inspect. After the teardown they say there is a TSB (THEY ALREADY HAD!!!!) and that since there was a *** its not covered. Top it off they say that there is a deductible of $500 so I get to pay a repair shop for something they required that was not necessary because there is a TSB that they had BEFORE they required the teardown. 2. A *** is no reason to deny a claim. A *** says if this happens, do this. **** would a claim be denied because of this? The contract says this is the only way to request arbitration and that is what I want. ************ is EXTREMELY deceptive and forces you to spend money at repair shops that there is NO NEED to spend all so they can deny a claim and leave you stranded. Plus the names on their commercial do not match the name on the contract so that is another layer of deception.
Business Response
Date: 11/22/2024
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 has been adjudicated correctly in accordance with your *************** Contract ("VSC").

As stated within your contract, your engine block is excluded from coverage in the event in which it is damaged by a non-lubricated, non-moving component. The repair facility has diagnosed the vehicle to have suffered coolant intrusion/blown head gasket caused by a manufacturing defect in the engine block. However, your repair facility was authorized $811.40 after your payment of the $500.00 deductible for the **** Your contract does not provide coverage for manufacture defects, and it would be your responsibility to reach out to your manufacturer for a resolution. Due to the cause of failure, your engine block would be considered an excluded component per the terms and exclusions of your contract. A more extensive list of exclusions can be found within your VSC.

American Auto Shield has no contractual obligation to refund you for mechanical failures that are deemed excluded components per the terms and exclusions of your contract. However, as an effort to resolve this matter, American Auto Shield is willing to offer a full refund of your monthly payments upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ********************************** so that we may draft your agreement for your electronic signature.
Initial Complaint
Date:11/20/2024
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.
I pay for car for American car sheild engine coverage now there trying to make me pay half the bill when the contract says they cover it scam for real
Business Response
Date: 11/21/2024
Based on the name and email address provided in your review, we are unable to locate your contract. Please email ********************************** with your contract number so that we can properly address your concerns. We look forward to hearing from you. -Customer Relations
Business Response
Date: 11/26/2024
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 had been adjudicated correctly in accordance with your *************** Contract ("VSC").

As stated within your contract, if the repair facility does not accept shipped parts, your administrator may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. In the instance pertaining to your claim, your repair facility has allocated to not accept shipped parts. Due to your choosing to remain at the repair facility, the additional costs of the repair will be your responsibility.

CarShield has no responsibility to refund you for out-of-pocket costs associated with the repair facility's refusal to accept shipped in parts. However, as an effort to resolve this matter, Carshield is willing to offer you a refund of six-monthly payments upon the execution of a signed settlement and release agreement. This would waive any claims or authorized totals to the repair facility. If you wish to accept this agreement, please email ****************************************************************************************** so that we may draft the document for your electronic signature.

Thank you,

***** Stewart
Initial Complaint
Date:11/19/2024
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 purchased car shield due to advertisements I took my care to ***** ****** I was told my car needed a radiator and it was denied under the plan. It was around $937.27 and a battery $369.53. This claim was rejected bc they couldn't figure out when the damage occurred. I said it was recent from driving a car in ******** with salt on the roads. This went back and forth and finally I had to pay for the repairs myself. I called and complaint and I was told I could not speak to an administrators and they were as high I could talk to anyone. This was not fair and I feel like I was discriminated
Business Response
Date: 11/21/2024
Thank you for bringing this matter to our attention.

Due to your complaint, your administrator requested you claim to be reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the *************** Contract ("VSC").

As stated within your contract, your coverage will not apply to preexisting conditions that have occurred during or prior to the waiting period. Your claim pertains to multiple leaks and failures reported, a battery that is not listed for coverage and the radiator that had a long-term leak that shows significant signs of occurring prior to the conception of your contract. A more extensive list may be located within your contract.

American Auto Shield has no contractual obligation to refund you for conditions that preexisted prior to the inception of your coverage. Seeing as your previous claim was authorized for nearly triple what you have paid into your VSC, there will be no refund due.
Customer Answer
Date: 11/21/2024

Complaint: 22577974

I am rejecting this response because:

Sincerely,

****** ********
Initial Complaint
Date:11/19/2024
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 Saturday, November 9, 2024, I called Car Shield to inquire about setting up a claim for work on my 2016 **** Escape, while I was at the repair shop. I was told that the *********** was not open on Saturdays and that I (not the shop) would have to call back on Monday. I called on Monday, and spoke with ****** (sp?) would told me that the shop would have to call instead of me to set on the claim. At that time, I asked to speak with a supervisor, only to be told that I would have to wait 24 to 28 hours for a call back (yet that request was NEVER logged). On Monday evening, I spoke with the shop and told them they would need to call and set up the claim, I gave them the phone number and Contract information. On Tuesday, I was informed by the shop that they were waiting for a call back. I again called CarShield, and spoke with several people, the last of whom was ****** who did a 3 way call with myself and the shop. Late Tuesday evening I received a text that a claim had been opened. On Wednesday, November 13, I called CarShield to ask about getting a rental and spoke with Amara, who would not assist me when I asked 1. How long would it take for an adjuster to look at the car, and 2. How to get a rental car in the mean time. I asked to speak to a supervisor numerous times while she threatened to hang up on me several times before doing so. I called again and spoke with ******, who again, would not assist me. t which time, I stated social media was a wonderful thing, and that I would be exercising my rights to file complaints with BBB, **************************** and my state's atty general office. Since at that point I felt I had been paying for years on a false bill of good. I called for a third time and spoke with ***, who was most helpful, in that he explained that the adjuster had been requested and set up the rental for me all within 20 minutes.
Business Response
Date: 11/20/2024
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 authorized correctly in accordance with your *************** Contract ("VSC").

Initially your claim was called in and partially denied as the repair described the cause of failure on some components to be due to rust/corrosion, however an inspection was set because the repair facility also mentioned they thought the vehicle had been tampered with. Upon inspection it was found that no prior authorization repairs had been performed, and the original adjuster denied the claim. As stated within every page of your contract, claims will not be paid without authorization from the administrator.

However, the escalation adjuster reviewed the claim and authorized the front lower control arms due to ball joint failure. This was to be made to you directly as a reimbursement. In order to receive this reimbursement, please send in the final invoice so that we may disperse the money directly to you.

As an effort to resolve this matter, CarShield is willing to refund you three monthly payments in addition to your reimbursement of $739.86 upon the execution of a signed settlement and release agreement. This payment may be used toward any future out of pocket costs associated with your vehicle. If you wish to accept this offer, please send in the final invoice, and email ********************************** so that we may draft your agreement for your electronic signature.
Customer Answer
Date: 11/20/2024

Complaint: 22550036

I am rejecting this response because: the car was not completely repaired prior to inspector looking at it - which is what was stated I. The original denial. Furthermore, the company statement is completely contradictory to previous statements. My total out of pocket for repairs was $4,942.57. I am asking for reimbursement of $3,619.89, based on the repairs that SHOULD have been covered and the emotional distress dealing with this company has caused me. Additionally, should they want me to sign any release, they should provide a written release to be reviewed by an attorney prior to my signature.
Sincerely,

******* *******
Business Response
Date: 12/05/2024

Please send the paid invoice to ********************************** for review for any possible coverage.
Client Relations
Customer Answer
Date: 12/06/2024

Complaint: 22550036

Good afternoon,

Attached please find the receipt for work done on my car under claim number *******. Also attached please find the email that I sent to American Auto Shield at their request for an expediated inquiring on November 20, *********************************** response. I am requesting a re-imbursement of $3,619.89 which represents the portion of the invoice that should have been covered with this claim. It was my understanding the strut repair would not be covered and of course, I do not expect to my oil change to be covered. However, all the other work was needed as a result of the damaged strut and car was brought into the shop immediately of noticing an issue.

Regards,

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

Business Response
Date: 12/09/2024

American Auto Shield's Senior Legal Claims Specialist who is an ASE-Certified Master Mechanic reviewed this matter again and stands by the adjudication. Since the claim decision will not be changed, CarShield offers Ms. ******* a full refund of her payments minus claims paid upon execution of a Settlement Agreement and Release.

Please respond email ********************************** if you wish to accept the offer and we will draft the Agreement for your electronic signature.
Client Relations

Customer Answer
Date: 12/26/2024
This matter has been resolved.
Initial Complaint
Date:11/15/2024
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 bought aan extended warranty from American Auto Shield for $3500 approximately 2 years ago. The rear differential went out & I initiated a claim with them. They have had my truck since 10/28 this is 11/15. The repairs were finally approved by ***. they insisted on sending a rebuilt unit as opposed to my **** dealer wanting to just get the parts & rebuild it. When they finally sent the differential it was for the front not the rear as they were told. Now they wont return calls or give me any idea of what is going on.
Business Response
Date: 11/18/2024

American Auto Shield will be reaching out to you regarding this matter shortly. If you wish to contact them first they can be reached at ************.
Customer Relations
Initial Complaint
Date:11/15/2024
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.
Car Shield has not replaced the Transmission that went out at ******* miles in my 2020 Dodge Gran Caravan with a new one. They lied to the dealership when they said they sent them a refurbish one (that we ourselves paid for in addition to the monthly premium) it was a totally used one it has went bad after driving the car for only 70 miles, the pan has metal chavings in it from (the refubished one) The dealer has sent them pictures of the chavings with no response back from Car Shield!!! It is starting the 4th week this time, it was 8 weeks the first time only to be sent a BAD USED Transmission!!! This has been going on since August 22, 2024 It is now November 15, 2024 I still have no car!!!! The dealership is still fighting with them to get a good transmission What can I DO?????
Business Response
Date: 11/18/2024
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. It was you who chose to move forward with a transmission provided by your repair facility. Your complaint incorrectly states that American Auto Shield provided the transmission but no transmission was ever ordered or sent to the repair facility. As per the estimate, *** paid your chosen repair facility $2700.00 for them to supply the transmission. If you are having issues with their transmission they need to work with the repair facility because they are the party responsible for the warranty on the part as they provided it.
Customer Relations
Business Response
Date: 11/18/2024
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. It was you who chose to move forward with a transmission provided by your repair facility. Your complaint incorrectly states that American Auto Shield provided the transmission but no transmission was ever ordered or sent to the repair facility. As per the estimate, *** paid your chosen repair facility $2700.00 for them to supply the transmission. If you are having issues with their transmission they need to work with the repair facility because they are the party responsible for the warranty on the part as they provided it.
Customer Relations
Initial Complaint
Date:11/14/2024
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 purchased a vehicle powertrain policy on my 2011 **** F150 on 7/13/2024. The vehicle had a mileage of ******* (I have since provided both bill of sale and title to American AutoShield to prove this fact). The salesperson asked if the vehicle was in good driving condition, to which I answered yes. I was also asked if there were any lights on the dashboard, to which I answered no. A powertrain claim was filed on the vehicle on 11/12/24 with a mileage of *******. CarShield and their executor, American AutoShield, informed me that my claim was denied due to "lack of maintenance" as it relates to oil changes on the vehicle. I proved to them, with the title and bill of sale, that I only purchased the vehicle on 7/25/24 with ******* miles. The manufacturer recommends oil changes every 7500 miles or 6 months. I had not reached either of those benchmarks and I did not fail to maintain the vehicle. Still the claim was denied. I launched a dispute and still the claim was denied due to lack of maintenance.
Business Response
Date: 11/15/2024
In response to your BBB complaint, I have provided the same to your response as the one provided on the CarShield BBB seeing as your complaint was the same. Please review down below to view our response and potential resolution to resolve this matter.
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 your *************** Contract ("VSC").
As stated within your contract, failure to provide proper maintenance to your vehicle per the standards of your manufacturer will result in your vehicle being ineligible for coverage. Upon inspection of your vehicle, your repair facility noted your vehicle's engine internals show dark build up and heavy varnish which is indicative of lack of proper oil change intervals and the engine failure is a direct result of that. Seeing as the mechanical failure was due to improper maintenance, your administrator was correct to deny your claim
CarShield has no contractual obligation to refund you for improper maintenance on your vehicle. However, as an effort to resolve this matter, CarShield is willing to refund your payments in full upon the execution of a signed settlement and release agreement. This refund may be used in efforts to alleviate the out-of-pocket costs associated with your repair. If you wish to accept this offer, please email ****************** with your name and contract number so that we may draft your agreement for your electronic signature.
Initial Complaint
Date:11/06/2024
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.
My repair facility filed a claim with CarShield on 9-24-24, and the original adjuster approved it around 10-3-24, The claim included a new engine install & extra front-end repairs following further diagnostic analysis. Adjusters "*******," "******," nor "****" informed me or the repair facility of the claim limit which was my car's **** value at the time the claim was filed, approximately $6,933. I found this out on 10-23-24 when adjuster "****" contacted me and the repair facility and explained that the claim limit was $6,933 but that the engine install had been overpaid, but that it was okay, as evidenced by a voicemail he left me. Since neither the repair facility nor I were aware at the beginning of the claim or after the engine install that the claim limit had been reached/was over limit by $400+, the repair facility proceeded with the diagnostic review of my front end, an additional $2200 worth of repairs; however, $1,218 was all that I could come up with when the repair facility advised me of the needed repairs to safely drive my car. The adjusters errored in not giving pertinent claim information upfront and this company is liable for the remaining ************ $1,218. I am 64 years old, on Social Security disability, & what happened to me is appalling. I was told by several CarShield agents that the adjusters errored. One CarShield representative communicated with me on ******** Messenger about this matter & became so angry, they blocked me, stopping all communication with a customer. My ************************* contract states that my limit of liability for a claim for any given month is $5,000 or the **** value of my car at the time of the claim, whichever is greater. But, who knew what that figure was other than the initial adjuster? CarShield has left a sour taste in my mouth no matter how many actors such as ***** *********, Ice-T, and ****** *** they pay to say how great they are.
Business Response
Date: 11/08/2024
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 has been adjudicated correctly per the terms of the *************** Contract ("VSC").

Per the terms of your contract, the aggregate limit of liability, for each one month contract term of all claims and benefits shall never exceed the **** Average Retail Value, or other independently published guide if no **** vehicle value is available, at the time immediately preceding the Breakdown or Failure or $5,000, whichever is greater. Your claim was authorized for $7358.72 for the engine concerns with an additional $803.04 paid for rental costs. The **** Value at the time of the claim was $6933.00. Your limit of liability has already been well exceeded in efforts to repair your vehicle.

CarShield has no contractual obligation to provide any additional coverage that exceeds the limit of liability within your contract. However, as a courtesy, CarShield is willing to authorize a one time payment of $1218.00 to help alleviate the out-of-pocket costs associated with your repair. If you wish to accept this offer, please email ********************************** so that we may draft your agreement for your electronic signature.
-Respectfully,
Customer Relations
Customer Answer
Date: 11/16/2024
I just read the response that was sent to me on November 15, ********************************************************************************************** "We have not received a response to confirm whether your complaint has been resolved. Therefore, the complaint has been closed ..... It has not even been 24 hours since the notice was sent to me. However, I have emailed CarShield and agreed to accept the $1218. I will notify you if they renege on their agreement.
Customer Answer
Date: 11/18/2024
After agreeing to accept the settlement with CarShield, they cancelled my contract. There is nothing in the signed agreement that states that this was going to happen. This is in violation of the signed agreement. Now what?
Customer Answer
Date: 11/18/2024
I want to add a statement to my complaint on how CarShield canceled my contract after being so kind as to do the following:

"However, as a courtesy, CarShield is willing to authorize a one time payment of $1218.00 to help alleviate the out-of-pocket costs associated with your repair. If you wish to accept this offer, please email ****************************************************************************************** so that we may draft your agreement for your electronic signature".

And how they mispresented themselves as me and said that I cancelled the contract.

***** ******* *****, MSc
Customer Answer
Date: 11/18/2024
I am making a formal complaint against American Auto Shield/CarShield because they have underhandedly and maliciously canceled my extended warranty contract after agreeing to the following:

"CarShield has no contractual obligation to provide any additional coverage that exceeds the limit of liability within your contract. However, as a courtesy, CarShield is willing to authorize a one time payment of $1218.00 to help alleviate the out-of-pocket costs associated with your repair. If you wish to accept this offer, please email ****************************************************************************************** so that we may draft your agreement for your electronic signature".

I accepted their offer in good faith last night and signed the electronic document this morning, which does not state that my contract would be canceled if I accepted the refund of $1218. Nor was I informed by Ms. ********* that if I accepted the refund, my warranty contract would be canceled and only found out about the cancelation after perusing my emails this evening and seeing the following:

CANCELLATION CONFIRMATION

***** *****
5 *** CT
LITTLE ROCK, AR 72209

Contract #: MRF1399732

Thank you for your call today. This email is to confirm that your automatic payments have been stopped and no future charges will be placed to your account. This does not affect any remaining coverage in your current month that has already been paid for.

We hate to lose you as a customer. If you change your mind and wish to renew your coverage, please call us at **************.

If you have any questions please contact our customer service department at **************.

Sincerely,

Customer Service

This email states that I initiated a cancellation, which I did not i.e. "Thank you for your call today". I did not contact CarShield and cancel my contract therefore this is fraud and CarShield has perpetrated a lie and falsified records. In addition, I have not met any of the reasons noted below for cancellation:
Business Response
Date: 11/20/2024
Ms. *****,
You signed the Settlement Agreement that was sent to you. It is not the responsibility of American Auto Shield or CarShield to make sure you read the Agreement.
Furthermore, the contract clearly states in paragraph 9 - The Parties agree, except as may be required by law, that they will not engage in any conduct or course of action, or publishing any statements, claims, allegations, or assertions which they believe have or may reasonably be expected to have the effect of demeaning the name or business reputation of any Party. The Parties employees, officers, directors, agents or advisors shall be similarly bound when serving in such capacity. If any such statements have been published on any medium (including but not limited to internet platforms or social media platforms including but not limited to ********, ********, Trust Pilot, ****** Reviews) prior to the execution of this Agreement, the Party that published such statements is required, to the extent they can, to withdraw and/or amend those statements. Failure to do so is a breach of this Agreement and any payment obligations contemplated herein shall be suspended until the responsible Party remedies the breach.
You are in violation of the Settlement Agreement by filing this complaint. Both CarShield and American Auto Shield consider this matter closed.
Customer Relations

Customer Answer
Date: 11/20/2024

Better Business Bureau:

Although I disagree with my CarShield extended warranty contract being canceled because I did NOTHING wrong, 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:11/06/2024
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 am writing to file a complaint against Carchex/American Auto Shield for their refusal to honor a valid warranty claim under service contract #ABC046876. This contract covers my 2014 Mercedes B-Class Electric Drive.Background:On Feb 20, 2021, I purchased a service contract from Carchex/American Auto Shield for my electric vehicle. During the sales process, I was explicitly assured by their representative that electric vehicle components, including the electric motor, would be covered. This assurance was further confirmed in writing via an email dated February 20, 2021, which clearly outlines covered components such as "electric motor/generator(s) and all internal components," along with other EV-specific ********** September 2024, my vehicle required repairs to the electric motor. However, Carchex/American Auto Shield denied my claim, citing an exclusion related to coolant in the contract. This exclusion specifically applies to cases involving "lack of proper and necessary amounts of coolant."I maintain that this exclusion is not applicable to my situation. The *********************** conducted a thorough inspection of my vehicle and confirmed that there was no external coolant leak and that the proper and necessary amount of coolant was present.Resolution Sought:I seek the following from Carchex/American Auto Shield pay for the necessary repairs to my vehicle's electric motor or pay up to the current market value of my vehicle per contract. I look forward to your prompt response and assistance in resolving this complaint.
Business Response
Date: 11/08/2024
Mr. ******,
As stated in our previous email correspondence your policy does NOT cover coolant contamination, corrosion, or liquid intrusion. This was the cause of failure which would exclude the drive unit from coverage per terms of the contract. We stand by our adjudication.
We have offered a full refund on this matter. Please respond to the email sent to you yesterday if you wish to accept that offer.
Customer Relations
Initial Complaint
Date:11/06/2024
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 am writing to file a complaint against Carchex/American Auto Shield for their refusal to honor a valid warranty claim for my 2014 Mercedes B-Class Electric Drive.Background:On Feb 20, 2021, I purchased a service contract from Carchex/American Auto Shield for my electric vehicle. During the sales process, I was explicitly assured by their representative that electric vehicle components, including the electric motor, would be covered. This assurance was further confirmed in writing via an email dated February 20, 2021, which clearly outlines covered components such as "electric motor/generator(s) and all internal ************* September 2024, my vehicle required repairs to the electric motor. However, Carchex/American Auto Shield denied my claim, citing an exclusion related to coolant. I maintain that this exclusion is not applicable to my situation. The *********************** conducted a thorough inspection of my vehicle and confirmed that there was no external coolant leak and that the proper and necessary amount of coolant was present. Issue:Despite providing documentation and evidence supporting my claim, Carchex/American Auto Shield has refused to acknowledge the written confirmation of EV component coverage and the inapplicability of the coolant exclusion. Their denial of coverage is a direct violation of the service contract terms and the assurances provided to me during the sales process.Resolution Sought:I respectfully request the Better Business Bureau's assistance in resolving this matter. I seek the following from Carchex/American Auto Shield:Coverage for the necessary repairs to my vehicle's electric motor as outlined in the contract terms, up to the current market value of my vehicle. Since the cost of the repairs likely exceeded the current market value of the vehicle, I presume they can settle the claim with a payment for the value of the car.
Business Response
Date: 11/14/2024
Mr. ******,

As stated in our previous email correspondence your policy does NOT cover coolant contamination, corrosion, or liquid intrusion. This was the cause of failure which would exclude the drive unit from coverage per terms of the contract. We stand by our adjudication.
We have offered a full refund on this matter. Please respond to the email sent to you last week if you wish to accept that offer.

Customer Relations

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

CANCELLATION CONFIRMATION

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

American Auto Shield, LLC is NOT a BBB Accredited Business.