Complaints

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

close

Find a Location

American Auto Shield, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Auto Shield, LLC

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

• 

  American Auto Shield, LLC

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

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

• 

  American Auto Shield, Inc

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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

• Initial Complaint

  Date:10/24/2024

  Type:Order 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 or about April 21, 2020, I purchased an "American Auto-Shield *************** Contract" (***) to cover mechanical and other issues for my 2017 ******* Santa Fe. I purchased the "Monthly Powertrain Gold with Labor and Turbo" for $99.99 a month. This *** was supposed to help me avoid the high costs of repairs in the event a breakdown occurred. The *** purported to "pay for the repair or replacement of covered parts due to a mechanical breakdown or failure sustained during the contract period". The *** covered the vehicle's engine, transmission, turbo, cooling system, transfer unit, drive axles, air conditioning, electrical, fuel system and seals and gaskets in covered parts. In May 2022, my vehicle suffered a loss of power and the engine was skipping. *** told me to take my vehicle to Gene and Sons Auto Repair Shop in ********, ** because it was in AAS's repair facility network. I delivered my vehicle to Gene and Sons on May 18, 2022. *** provided Gene and Sons with an engine and instructed them to replace the engine in my vehicle. After installation, the engine was determined to be defective. *** provided Gene and Sons with a second engine to be installed. After installing the second engine, Gene and Sons determined that the second engine was also defective. *** refused to replace the second engine because AAS claimed the engine had overheated or was defective due to my or another unknown parties' conduct. However, since May 2022, I have not had possession or driven my vehicle at all. I have provided AAS with written notice that AAS's refusal to repair my vehicle is a breach of the vehicle sales contract and a violation of Alabama Deceptive Trade Practice Act.

  Business Response

  Date: 10/30/2024

  We have responded to your attorney and we haven't heard from you or your attorney regarding our offer. 

  If you have questions regarding the offer, you can contact AAS at ************ or email ***********************************

  We are more than happy to forward you the offer letter through email.

  Customer Relations. 

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22469316
  
  Please proceed with arbitration in this matter.

  Sincerely,

  ****** C. ******, attorney for ****** ****
  ******* & ******
  *******************************
  *******************************************************************************************
  Phone: ************
  Fax: ************
  ************************

  Business Response

  Date: 11/18/2024

  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
  

  Customer Answer

  Date: 11/20/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Please initiate arbitration in accordance with the complaint and arbitration agreement filed in this matter.  

• Initial Complaint

  Date:10/22/2024

  Type:Order 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 Monday, August 19, 2024, I was driving on interstate I-95. The check engine light came on in my car and I pulled over. I had my car towed to *** dealership. *** told me the head gasket was blown. *** contacted Car Shield and Car Shield requested *** send pictures and proof that my car was regularly maintained. *** called me and told me Car Shield was not going to repair my car. I called Car Shield on September 5, 2024 and spoke with ***** *. She told me that my claim was denied because of the radiator cap was off, lack of proper cooling resulting in car heating and causing the engine to go bad and blow a head gasket. I picked my car up from *** on Wednesday, August 14th, 2024 and my radiator cap was on. I opened my hood while at *** and asked *** *****-******, why they replaced my battery? I drove my car for five days and on August 19th the check engine light came on. I have printed a statement off of the internet when I googled, "What can cause a radiator cap to come off?" The answer: If the cap blew off, it is probably due to an issue with a blown head gasket. That would cause it to build up internal pressure and blow the cap off.

  Business Response

  Date: 10/23/2024

   

  Ms. ******- ******,

  American Auto Shield attaches the response made to the complaint to CarShield through the BBB.  As stated in that response, American Auto Shield is the administrator for CarShield contracts and the decision from both companies regarding the adjudication remains the same. 

  Customer Relations

  Customer Answer

  Date: 11/12/2024

  Good ******************** *.,

   

  I, ********* ******-******, am writing to respond to your October 23, 2024 message for claim# 22459984 . I spoke with customer care today, and she asked if I had received it. I looked in my emails and I had not received it. ************* forwarded your message to me today and she could see that I never read the message.

   

  On Monday, August 19, 2024, I was driving on interstate I-95. The check engine light came on in my car and I pulled over. I had my car towed to *** in Delray Beach. *** told me the head gasket was blown. *** contacted Car Shield and Car Shield requested *** send pictures of the motor and proof that my car was regularly maintained. *** called me and told me Car Shield was not going to repair my car. I called Car Shield on September 5, 2024 and spoke with ***** *. She told me that my claim was denied because the radiator cap was off, lack of proper cooling, resulting in car heating and causing the engine to go bad and blow a head gasket. 

   

  I picked my car up from *** on Wednesday, August 14th, 2024 and my radiator cap was on. That same day, I opened my hood while at *** and asked *** *****-******, why they replaced my battery? I drove my car for five days and on August 19th the check engine light came on. I have printed a statement off the internet where I googled, "What can cause a radiator cap to come off?" The answer: If the cap blew off, it is probably due to an issue with a blown head gasket. That would cause it to build up internal pressure and blow the cap off.

   

  I called ********* in ************ on October 7, 2024 around 4:57pm, and asked the serviceman if the radiator cap can come off while driving? He stated that when pressure is inside the engine and it overheats, then it causes the cap to come off and it hurts the head gasket.

  On October 7, 2024 I called Tire Plus in Delray and spoke with a serviceman and asked him if a blown head could cause the radiator cap to come off? He said, most certainly!

  Car Shield initially offered 18 payments which would total $1,979.82 as their solution to my engine problem. I forwarded a message letting them know I was not accepting their offer, and I would only accept a new engine.

  On Monday, November 4, 2024, I had Car Shield tow my car from ***/Delray to ***/*************** because ****** at American Auto Shield told me that they were not going to repair my car unless I moved it from ***/Delray. ****** said ***/Delray had not answered their calls. They were being hung up on. I incurred a fee of $74.00 because Car Shield did not cover the full cost even though they requested me to move my car from ****** to ***************. I will now need to tow my car home because ***/*************** will start charging me $35.00 per day because I'm not allowing them to repair my car. I told *****, the service manager that I will have my car towed today. I told him that ****** stated that I would need to pay for the diagnostic fee which ***** told me American Auto Shield requested. I called ***** approximately around 4:45pm to tell him I had been unable to speak with *******, the Escalation Adjuster at American Auto Shield to discuss the diagnostic fee ***/*************** wanted to charge me for. ***** told me he would call ******* and get back with me. It's 5:59pm, and I've tried reaching ***** twice since I last spoke with him around 4:45pm.

  According to ****** in the service department at ***/*************************************** Auto is now only offering me $2,618. ****** told me that a new engine would be $11,425, plus taxes. He stated that a used engine would be $7,000, plus taxes. *** *****-******* at ***/Delray told me on November 4, ************************************** $3K plus. I spoke to ***** ***** at *** in *************, Fl today at 5:05pm. ***** stated that a remanufactured engine would be around $5,000 for the engine and labor.

  I, ********* ******-******, will not accept this offer of $2,618 from American Auto Shield that serviceman ****** at ***/*************** has stated they offered me, on yesterday, Monday, November 11, 2024. I want a new engine. I have been paying Car Shield $109.99 monthly since May *******. American Auto Shield stated ***/Delray never answered. *******/Escalation Adjuster told me almost 2wks ago that *****, the service manager at ***/*************** wasn't responsive. ***** told me on Monday, November 4, 2024 that ******* wasn't responsive. *******/Escalation Adjuster at American Auto Shield has not returned any of my calls.

  Please, start the process of Arbitration to resolve my case. American Auto Shield was anxious to close this case and ***/*************** is anxious to be paid too much money for repairs. Thank you for your attention to this matter!

  Sincerely,

  ********* ******-******

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

  Business Response

  Date: 11/14/2024

   

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

  If you wish to accept our offer, please email ***************************************************************.

  Customer Relations

  Business Response

  Date: 11/18/2024

  Better Business Bureau:

  In reference to complaint ID ********, AAS accepts the invitation for arbitration.

  Sincerely,

  American Auto Shield, LLC (AAS)
  

• Initial Complaint

  Date:10/17/2024

  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.

  american auto shield contract number Contract #: MRF4974105 my Tesla broke down 6-15-24 I followed aas policy and called to see where to have my car towed and repaired. For several days was **** could not figure out a repair facility that they worked with that would repair a *****. Finally 6-18-24 ********* a supervisor with was called me to tell me to bring it to ************* in mesa and if repair was covered I would have to pay Tesla directly and than be reimbursed. 6-21-24 Tesla diagnosed issue as rear drive unit internal malfunction, which is covered under my contract. 6-22-24 claim denied. 7-10-24 after weeks of phone calls/emails with ****** ******* in which I proved that aas claim denial was a breach of my contract and done in bad faith and negligence my claim was finally approved. 7-17-21 rear drive unit was repaired. Repair notes from ***** invoice #****s0010587860 "diagnosed and found drive unit to be causing external isolation alerts causing vehicle not to turn on. , after removal of rear drive unit found hv cables to be corroded, replaced with new cables and installed new drive unit, verified vehicle turned on and no alerts present". 7-25-24 after picking up my car I noticed a battery alert. 7-26-24 Tesla estimate states hv battery and charger are bad due to internal faults. these are covered components of my contract. 8-13-24 informed by claim denied.I have been told a different reason for denial each time I prove their reason incorrect and in bad faith. I was first told it was because my lol of $6000 was reached when I asked if I had a new contract each month that began a new lol I have documentation from Tesla repair facility that my Tesla was brought in 6-15-24 with ****** miles on it and it went on a ****************************************************** which afterwards it had no alerts.

  Customer Answer

  Date: 10/21/2024

  Would like to begin arbitration process on complaint 22438401 asap

  Michae bang

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

  Business Response

  Date: 10/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary. Can we please schedule for after 11/13, thank you

  Sincerely,

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

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

  ******* ****

• Initial Complaint

  Date:10/17/2024

  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.

  09/25/24 car needed repairs, ***** inspected, 09/27/24 AAMCO submitted claim to Car Shield (aka Auto Shield Insurance Services)09/30/24 Received text stating Car Shield had all of the information they needed for the claim and would contact me within 1 business day to complete claim 10/7/24 Car shield finally contacted me about claim and said it was approved (Transmission replacement)During the delayed 7 days, ***** tried multiple times to reach out to Car Shield to find out what the status was. No reply. Finally received approval on 10/07/24 Meanwhile I have been paying for a rental car out of pocket because I have to work.10/07/24 AAMCO was told part was outsourced by Car Shield and was told it would be 8 day to get the part. Meanwhile I am still paying for a rental ******* Shield said they would not cover the inspection on the car that found the issue and that they did not cover "Visual" because they did not know how to put it on their labor charts. They also said that they would only cover $50 a day max on rentals for a maximum of $250. I am already well past that because of needing a car to go to work.They said they would pass the claim on to a specialist claims adjuster to see what they could do.They said they would set up a three way meeting with AAMCO, Myself, and Claims adjuster on Tuesday 10/08/24 at 3:30pm PST.That call did not happen.10/10/24 AAMCO called stating that Car Shield scheduled the call for 10/10 at 3:30pm. I asked them to move the call to 3:45 because of a medical appointment. They made the note and said fine. That call did not happen.***** was told the part was now on hold until the new claims adjuster could settle it.Meanwhile I am going into debt because of the rental car expense that they say they will not reimburse even though they admit to the delays being their fault.They have not given me a status since 10/07/2024 There is a lot of ambiguity in their contract, they are dragging heels thus costing me expense.

  Business Response

  Date: 10/24/2024

  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. Your claim was authorized for covered parts and verified labor. Your rental was authorized per terms of the contract. The diagnosis costs due to repair facility disassembly of the shifter assembly that took place prior to the repair facility calling in the claim would be your responsibility as RDI was not requested and was not authorized.  Your claim is currently under review for additional authorization for stop tag components related to transmission repair and is pending the proof of programming requested from your chosen repair facility and possible rental added. Delays caused by the repair facility would not qualify you for any additional rental per terms of the contract.

  If you have any additional questions regarding your claim, please contact AAS directly at ************ and reference your claim number. 

  Customer Relations

  
  

• Initial Complaint

  Date:10/11/2024

  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 elderly parents bought Car Shield and had a problem with their vehicle. Called CS and asked which repair facility they have worked with before. Took vehicle to repair facility, mechanic inspected vehicle and sent an estimate to CS. CS asked mechanic to tear engine apart and send photos. Mechanic refused because he had scoped engine, saw what the problem was and explained the problem in the claim as well as CS having a Technical Bulletin from the manufacture that also explained the problem. ** requested 2 years of service records. We Provided. They then requested a letter from the dealer and mechanic stating that the car was no longer under warranty. The ***** is a 2011, dealer refused because it was obvious, (plus if under warranty, no need for CS) and mechanic refused because that wasn't apart of his job and he didn't want any liability issues. Granted, I am paying for a rental car while being given all this run around and each time something is not provided the claim would be closed and I would have to reopen it. Finally I got fed up with paying for the rental car and the claim being delayed by CS and called to cancel the service. CS stated that the car should have been fixed under warranty, so I asked them to explain that to me and by what criteria they were using to state that a car that is clearly out of warranty should be repaired by a warranty other then CS. After consulting with some administrator, they requested I take the car back to the same repair facility so the mechanic and the administrator could do their dance again, and I could spend another $1200 in rental fees. This service called CarShield, under written by American Auto Shield is a scam. DO NOT BELIEVE THE COMMERCIALS! They are praying on the elderly and uninformed.

  Business Response

  Date: 10/18/2024

  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.

  There has been no claim decision on this matter due to repair facility refusing to submit a verification of failure. AAS requested RDI to teardown to show a covered failure but you would not authorize the RDI.  The diagnosis provided by the repair facility showed an oil consumption with misfire concern due to the failure of piston rings. Your contract does not cover piston rings for oil consumption for any other cause than being out of manufacturer specs, which was not demonstrated through repair facility's diagnosis and no disassembly was completed to make this verification. Both you and your repair facility refused to comply with the claims process requirement for verification of failure and you subsequently removed the vehicle from the repair facility and refused to bring the vehicle back into the repair facility or another repair facility for further diagnosis. Based on all information that has been provided your contract would have no liability for this repair. A list of covered components can be found in your contract. 

  With that being said, CarShield understands your frustrations
  and is willing to refund 18 payments of your contract upon the execution
  of a settlement agreement and release. If you wish to accept this offer, please
  email [email protected] within ten (10) days and we will draft the agreement for your electronic
  signature. 

  Customer Relations

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22412357, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Christopher Everett

• Initial Complaint

  Date:10/11/2024

  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.

  Paying for rental car while business decides to approve car repairs. If claim denied, I am out of pocket for rental car. Car Shield should request all reports, pictures, other documents at the same time . This is taking to long . I am paying for a rental that I can't afford and may very well have my car repair claim denied.

  Business Response

  Date: 10/18/2024

  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.

  American Auto Shield has requested freeze frame data from your chosen repair facility. Once that information is received a claim decision can be made.  Please contact your repair facility and have them send the information to American Auto Shield at their earliest convenience. Your claim can not move forward without the requested information. 

  If you wish to cancel your contract, CarShield will refund your payments in full upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ********************************** and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:10/10/2024

  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.

  In late August early September, I took my vehicle into infinity to be serviced because it was not driving right and was making noises. Infinity identified several issues with the vehicle so I gave them my warranty companys information to see if the repairs were covered by my warranty. After several weeks the repairs were approved and completed. AAS(american autility shield) approved the repairs fully and said I was warranted a rental for 7 days. The adjuster stated I would be covered in the rental for the duration of my repairs. Well I get to Enterprise and pick up the 2nd car for the additional time of repairs and after 2 days Enterprise calls to tell me that AAS was no longer covering my rental and that they only covered it for two days. Well there was a hurricane that week and we had no power and was dealing with that so I didnt get the message about the rental until day 5 of us having the rental. By this time we still did not have a vehicle and were waiting on the repairs to be completed. We kept the car for the week that was agreed on by *** and when we returned it we had to pay the difference which was $536.67. When I called in the reps were very rude and would not agree to reimburse me for the time they said I would be approved for the rental. I asked them to pull the recordings and they said they would but never did and never got back to me about the issue. Since that time, I get a call from infinity saying that the repair to the transfer case did not fix the problem so now I needed a transmission. *** agreed to pay for the transmission replacement. When it came time to pay the deductible they said *** only paid a portion of the repairs and that I would had to pay for the rest. My question was how can that make me pay for something they agreed to pay and where in the contract does it say that they will Only pay up to my cars value for any repair? So not only did they not pay the full repair they didnt pay infinity the portion they agreed to pay either.

  Business Response

  Date: 10/18/2024

  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. Due to the high costs of the repairs, your contract limit of liability was reached leaving excess out of pocket expenses that are your responsibility. American Auto Shield was informed of the out of pocket costs during the authorization and still released the vehicle to you before getting full payment. 

  American Auto Shield has over $15,000.00 in previous claims. Due to that amount being significantly more than what you have paid into the contract, there is no refund due. 

  Customer Relations

  Customer Answer

  Date: 10/26/2024

  American Auto Shield did not give a response that was satisfactory to my complaint. They stated that there was a limit of liability that was not stated in the contract nor was it ever expressed in any conversation or correspondence from them. 

   

  They provided approval of the repairs needed but then turned around and said I had to pay the difference without any explanation as to why or how I was responsible for the remaining balance of a repair they agreed to pay. They even stated to the dealership that they would pay for the repairs up to that amount and when it came time to pay they stated they made a calculation error and would only pay a smaller amount once the repairs were completed and the car was released to me. They admitted their mistake but will not accountability for the amount owed to the dealership even though it was their error and they admitted it was their mistake. On top of the fact that they never once stated there was a limit of liability for the repairs in which they would only pay a certain amount.  

   

  American auto shield has presented false information to both me and the dealership and has admitted their mistake and need to take accountability and responsibility and make the final payments for these repairs. 

   

  Regards,

  ***** Watts 

  Business Response

  Date: 11/01/2024

   

  Thank your for bringing this to our attention again.  There was a mistake in American Auto Shield's response to your complaint.  IT SHOULD READ YOUR REPAIR FACILITY WAS INFORMED OF THE OUT OF POCKET COSTS DURING THE AUTHORIZATION AND STILL RELEASED THE VEHICLE TO YOUR BEFORE GETTING FULL PAYMENT. Obviously American Auto Shield can not direct a repair facility to release a vehicle without bring paid in advance but American Auto Shield does recognize the mistake. 

  We have also attached a copy of your contract and highlighted the limit of liability sections (found on page D1 & Section K)of your contract. 

  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: 11/03/2024

   
  Complaint: 22407308
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/08/2024

  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 am paying them and they are pushing it off to H3231323536343437**37H. The other company is lying and not doing their job. Nothing is getting done. The mechanic shop has had my vehicle for 2 months. CarH3131343334303031**35H is threatening not to pay for it. I should not have to pay this. It is out of hand and uncalled for and have never dealt with anything like this in my life. I have a $200 deductible. If CarH3131343334303031**35H doesn&#**;t pay the mechanic, I will have to pay for this and that is unacceptable. The mechanic is ******* ****** at ************ in *****, **. I want my car fixed and I will only have to pay $200.00.

  Business Response

  Date: 10/14/2024

  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, who determined the claim had been adjudicated correctly and in accordance with the terms of the **** Your claim is currently authorized for repairs using the allocated repair facility's parts for only covered failures shown by the inspector. Initially, your repair facility had documented that it was your engine that had seized. However, upon further inspection, it was discovered that it was the starter that had failed, rather than the entirety of the engine. This improper diagnosis has thus caused significant delays to your claim process. Additionally, the starter is not listed for coverage per the terms of your contract. A list of included elements may be found on page 14 of your contract. Instead, your vehicle received repair for the oil cooler failure and leaking associated with this failure as it is considered to be a covered repair.
  Seeing as your administrator has covered the repairs listed as "included" within your contract, you would not be eligible for further coverage per the terms and exclusions of your contract. 
  
  
  However, as a courtesy, CarShield is willing to offer a refund of three-monthly payments upon the execution of a signed Settlement and Release Agreement. If you wish to accept this offer, please email info@carshield with your name and contract number in the subject line so that we may draft your agreement. 
  
  
  -Customer Relations.