Complaints

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:07/15/2025

  Type:Sales and Advertising 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 submitted for a car warranty quote. I spoke to them and decided not to purchase the warranty. They continued to call me every day for at least 3 more times trying to get me to purchase the warranty and telling me now they could give me a better deal. I asked them not to call back and they ignored that request. I believe this is an aggressive and manipulative company who claim a no obligation quote but does not keep their promises.

  

  Business Response

  Date: 07/16/2025

  We have removed you from our calling list and have blocked you to prevent future calls. 

  -Customer Relations 

• Initial Complaint

  Date:07/15/2025

  Type:Sales and Advertising 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 requested information from Car Shield online. I decided I am not interested in their services, which I have told them again, and again. They keep calling me. I have asked them numerous times to stop contacting me and to take my name out of their database. They continue to call me numerous times a day.

  

  Business Response

  Date: 07/16/2025

  We have removed your phone number from our system, and we have blocked your phone number to prevent future calls. 

  -Customer Relations 

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a letter to cancel my contract as that is what was in the cancelation portion of my packet. This was in May 2025. They continued to deduct money from my bank account for 2 months. When I called to speak to customer ********************** they claimed they had no record of said letter therefor refused to reimburse me for the months in which I shouldn't have been charged.

  

  Business Response

  Date: 07/15/2025

  Ms. *******, 

  We have not received the cancellation letter that you have sent. However, as a courtesy, CarShield will refund two monthly payments. Please allow 7-10 days for processing. 

  -Customer Relations 

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/11/2025 Car Shield mailed an unwanted letter in my name to my address. I have never registered my details with this business. I feel my personal details are stolen for them to be in possession of Car Shield. the mail was sent Pre-sorted Standard US Postage Paid. Mailed from ***** Permit 112.I want no further contact from Car Shield.

  

  Business Response

  Date: 07/14/2025

  Ms. ******,

  Based upon our records, you were a contract holder until 8/12/19 when you decided to cancel your contract (MRF1387999). I have attached a copy for your review. CarShield has sent you a mailer to see if you were interested in purchasing CarShield coverage once more. However, we have removed you from our mailing list. 

  -Customer Relations

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/09/2025

  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 July 7, 2025 I was able to have my vehicle towed from my residence to a repair facility that was found through Car Shields Repair facility network portal. This went without issue. I contacted the shop before and after the arrival of my vehicle (2018 ********** Atlas SE 3.6). Mechanic conducted the diagnostic for my VW Atlas and found that my lower control arms needed to be replaced and that my transmission mount needed be replaced, both issues caused a clunking noise when decelerating or coasting. The control arms were worn and the bushings inside were horrible condition. The transmission mount was unstable and freely moved as shown with video and pictures for both issues. The grand total repair amount for all things needed from repair was $3039.00. The mechanic contacted Car Shield to start the claim which the adjuster from Car Shield agreed to cover the repair for the transmission mount but did not want to cover the repair for the control arms, only wanting to cover the bushings inside them. Mechanic Stated that this would cause more damage to the already worn control arms and within a year would need to be replaced again. Car Shield disagreed and would only cover $1100.00 of the the $3039.00. Sticking me with $1800.00. Another mechanic would do the repair as Car Shield wanted but after talking to Car Shield, I would have to file a another claim again and pay another deductible for a issue that could have been repaired if they would had listened to the professional mechanic. My current total now with the first shop only doing the mount is $509.00 which cost more than the amount that car shield is covering now ($411.00). My Car has been in shop for 3 days with no rental or even a call from car shield to help with anything in this process. Being without a vehicle has caused me to lose $800.00 and if Car Shield would have listened to mechanic. Car would have been finished. Platinum member that has spent more than what car shield is paying. Make this right please!!

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 Vehicle Service Contract ("***"). 
  
  
  Upon review of your file, it was discovered that your claim was was authorized for all *** covered parts and verified labor for the repairs that were performed. However, repair facility part and labor pricing mark **** suggested repairs, repairs excluded from coverage, shop fees, and taxes are not covered under the terms of the contract and would be considered your responsibility. The *** liability has been met for the repair. Any future concerns would subject to the normal claims process for adjudication for non-completed repairs. If you have questions on how to submit a new claim or to discuss the terms of potential rental reimbursement/coverage, please call the ******************** claims department at **************. 

  
  -Customer Relations 

  Customer Answer

  Date: 07/11/2025

  Complaint: 23577738
  
  I have reviewed the business' response and am rejecting it because:
   Although Cars Sheild covered the transmission mount part and labor. Car Sheild clearly states that Control arms are covered under warranty for platinum members. After finding another mechanic to actually do the repair as CarShield suggested. I am told that I have to pay another deductible for this. Why? Car Shield was already aware of the repair so why pay twice out of pocket because of the original mechanic in network saying they would not do the repair as CARSHIELD suggested? How am I penalized for this? My vehicle remained in the shop for 5 days because of the debacle between mechanic and car shield. A less than 3 hour repair took 5  days. I lost hundreds of dollars without vehicle to work and Car shield did not allow rental until the fourth day which was a hour before payment of repair.... I am not satisfied at all with this service and I am seeking a full refund of all months payed minus the amount car shield payed out for repair or for Car Shield to allow repair at second found mechanic with no deductible.

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 07/14/2025

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

  However, CarShield is willing to provide a full refund minus claims paid for contract(s) MRFLC5076278 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising 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 been receiving emails from car insurance and I never have agreed or signed up for such emails I even have blocked them and I want the emails to stop I consider it a threat and harassment from car shield

  

  Business Response

  Date: 07/09/2025

  We have blocked the email address you have provided in your BBB complaint. 

  -Customer Relations 

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to a shop to have work performed. I needed a new motor for the windshield wipers and a new air conditioner. They denied my claim even though the commercials say everything under the hood is covered.

  

  Business Response

  Date: 07/08/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for the wiper motor concern.  However, the evacuation and recharge as either a service or for diagnosis procedures is not covered under the terms of the contract. These services would only be authorized with a replacement of a covered a/c component. The CV boot would be eligible for coverage for replacement only and the axle associated with your vehicle's concerns would not be eligible for coverage without a failure present. At this time, the axle has been a suggested repair per the repair facility's diagnosis, and a coverable cause of failure has not been identified. As stated within your contract, your *** does not provide coverage for parts that have not been found to have failed, even if the parts replacement is recommended by your repair facility. A more extensive list of terms and exclusions may be located within section, "GENERAL EXCLUSIONS" of your contract. 
  
  
  At this time, you have not authorized the out of pocket costs that have exceed your VSC liability and would be considered your responsibility per the terms of your contract. In order to progress your claim forward, you will need to authorize the out of pocket costs so that your repair facility may complete the repairs authorized for your claim. Once a final invoice has been submitted, your Administrator will release payment for all coverable/verifiable components and labor per the terms and exclusions of your VSC. For more information on how to submit the requested items, please contact the ******************** ****************** ***************.

  -Customer Relations 

• Initial Complaint

  Date:07/07/2025

  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.

  06/26/25 I took my car in for an engine light on. I needed 2 sensor, 2 and completing monitors, replacement exhaust manifold casket, LH side current DTC P0430 Bank 2 CAT efficiency replace bank 2(L/S) exhaust manifold casket IF dtc returns ********* 02 replaced tech replaced bank 2 exhaust manifold casket, test drove vehicle and confirmed cat efficiency monitor passed results are in service snap. When ****** called car shield for approval to proceed with the repairs, car shield they informed ******, car shield they said I had to pay $424.72 if I would not wait 2 -3 days for them to mail the parts to ******, when ****** could do it the next day. When I asked why not just the $200 per my contract they said because their parts were cheaper. I said why this time I had to pay? The man ****** and I spoke keep changing the cost and he said he would call us back. Needless to say both ****** and I had to call him back. Again he kept changing the cost. I charged it on my master card.The following Monday I call with the complaint, I was told since I made the bill the woman said there wasnt anything they could do. She said I shouldve had pay. I said for her to tell me where you could shop and NOT pay! No answer

  Customer Answer

  Date: 07/08/2025

  The service person who supplied the price for the parts keep changing the price for the parts. He also said he would call ****** back with price and he needed to speak with me. We both had to call him back for the information. The Car Shield person appeared as he didnt know what he was doing and couldnt be sure when the parts would arrive and they would be the correct ones. 

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was  authorized for all MCE covered parts and verified labor per the terms of the contract. However, repair facility part and labor pricing mark **** the cost of your deductible, unreported miscellaneous fees, shop supplies, and taxes would not be covered under the contract and would be deemed  your responsibility. Your claim has been authorized and paid in the amount of $1,290.31. 
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time refund of three monthly payments for contract(s) MRF4862425 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Custom Relations 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently lease a vehicle from ***. The lease will expire in January, 2026. I had received about 4 letters from CarShield indicating that I had not contacted them yet to have my service contract with them activated. They said that if my warranty expired that I would be responsible for paying any repairs, and that an immediate response was requested. After the fourth letter I called the company on the number listed. I informed them that I felt their letters were somewhat applying pressure and intimidating. the person I spoke to said they weren't intimidating and were just advising me of their services. I explained that the repetition was harassing and I demanded to be removed off their target list. The representative said he removed me from the list and he said it sarcastically and in a condescending way. I didn't mind that so much and felt relieved that the annoying letters would finally cease. That was in May, 2025. However, the letters did not stop and I have received 3 more letters since that phone conversation with ************************** I am really annoyed and feel I am being harassed. I completely disagree with their marketing tactics and the fact that the representative lied about removing me from their list. I want this rude activity to cease! I never requested any information or authorized them to contact me regarding the warranty that was expiring in January. In fact, I don't plan to renew the lease and will return the vehicle to the dealer when it expires.

  

  Business Response

  Date: 07/07/2025

  We have removed you from our mailing list. 

   

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:07/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased VSC monthly power train on 3/14/2024 .called claims to start a claim . parked car waiting for appointment made at ****** of **********. on 4/29/25. waited 2 weeks brought car to dealer 5/15/25 for diagnostics,(169.00$)made appointment for teardown on 5/27/25 approved by car shield.on 5/15 /25 consulted tech on condition of car to bring home ,told ses light not blinking runs strong ok to take home (10 miles)till 5/15/25 app.delivered car to dealer on 5/27/25. tech who was doing work no longer employed there. new tech tested oil press.tested good at 2000rpm low at idle.sent quote to car shield who reguested pictures of all 4 corners of car and test results???then demanded tear down to find cause or metal in oil pan ,dealer removed oil pan on their request to find metal in system. sent results and told denied for multiple speculative assumptions.tried to set up conference call with dealer and me ,as car shield said I had to.and car shield who told tech I did not need to be on call. dealer requested a manager on phone and text with no contact.spoke with **** at car shield on 6/12/25 ?(caller id does not go back far enough) doubting dealer,sent my service records to car shield.heard back week later with more questions.missed call 6/26/25 3min.before they closed.called in morning told many things speculative and assuming why denied.and tear down labor denied. **** and ***** service **** knows more on all previous communication between both. car disassembled at dealer .set up call from manager to get phone transcripts to prove I didn't say I declined diagnostics. I fulfilled all requirements on my side of contract. as per contract. requesting review for arbitration or other.dealer states breach of contract which I see as solely 1 sided unconscionable and against public interest and me the consumer.left with 1400.$ ? service bill, and car on lift.2 plus months no car. rental car,for wife to go states away to help with father in hospital. !!

  

  Business Response

  Date: 07/07/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager 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 Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your repair facility called in claim on 5/30/2025 for an oil pressure concern and requested to replace the engine. The repair facility pulled the oil pan and stated there was metal contamination present. Per the photos submitted by your repair facility, there were chunks of timing chain guides present in the oil pan as well as some metal present. A review of the service record dated  5/15/2025 detailed that you had driven your vehicle into the same repair facility for diagnosis with the  same DTC codes present in the current claim. The service record stated that  your repair facility provided the recommendation for teardown and inspection of timing components for further repair consideration with the current oil pressure concern and same DTC showing at that time. 
  
  
  The service records submitted also indicate that you have performed the repairs to the timing components yourself following your the initial diagnosis from your repair facility on 5/15/2025, and there are multiple receipts shown for parts purchased by you from ******* and from the current repair facility which lines up with the service records submitted that demonstrate you performing the maintenance and repairs yourself. Additionally, the mileage on the service records submitted were handwritten in by either you or the service adjustor.
  
  
  Your claim was denied for the following exclusions: improper prior repairs and continued operation. The Improper prior repairs were completed by yourself, and it was found that  the timing failure and current failure match the service record on 5/15/2025 and the current repair facility photos show a timing failure present. The attempt to fix the aforementioned concern and damage caused after the attempted repair would be excluded from coverage. As stated within your ***, your contract does not provide coverage for improper prior repairs/diagnosis. Additionally, there is the matter of negligence as the vehicle was being driven with an active oil pressure concern, an active timing concern, and an active catalytic converter failure. As stated within your complaint, you had driven your vehicle an additional ten miles while being aware of an active mechanical breakdown. The vehicle was also not towed at the first sign of breakdown per your above statement. Your VSC does not provide coverage for repairs necessitated due to the continued operation of your vehicle after a mechanical failure has occurred. Per the terms of your contract, it is your responsibility to pull over your vehicle and tow at the first sign of a mechanical breakdown. 
  
  
  American Auto Shield and CarShield stand by the adjudication of your claim and this will not change. However, in effort to resolve this matter, CarShield is willing to provide a one time refund of six monthly payments for contract(s) MRF5010632 upon the execution of a settlement and release agreement. This refund may be used to help mitigate the out of pocket cost associated with your repairs. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations