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:05/24/2025

  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.

  Car Shield **** will not stop calling me. I have told them several times stop calling, we no longer have the car! At least once a month for the last 9 months, three times in the past 3 weeks. I thought there was a law about continuing to call after being told to stop.

  

  Business Response

  Date: 05/27/2025

  Your phone number has been removed from our system, and  you have been placed on our do not contact list. 

  -Customer Relations

  Customer Answer

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/19/2025

  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 purchase in March, but this was the wrong decision and worst experience. I have a used vehicle I have owned for a year. Doing routine oil changes and maintenance service I decided to purchase carshield for added protection. Literally a couple of days after my waiting period my vehicle started acting funny. I decided to contact them and check my options. They referred me to a local shop to have it looked at. Turned out my transmission went out and needed to be ***laced. I signed up for platinum coverage which covered this. They sent their inspector to the repair shop and made their own decision that it was a long term issue that previously existed so the claim was denied. They ask you all these questions about the condition of your vehicle prior to signing up and I had no known issues or warning lights on in my vehicle. My car was due for transmission service at 100k according to my last all around vehicle inspection which was provided to them. I had know knowledge of a prior issue going on with my car. They quoted to me "we are not blaming you" but this is what it is. Not only did I not receive any contact from a claims **** I had to call in to find out information and what was happening on my claim. They **** have great customer ********************** skills but do not know how to explain or handle an account leaving you confused. They barely contacted the repair shop as well. I never received any returned emails. I did not know information needed was being requested unless I called in and it was told to me. I tried to dispute the claim being denied due to the unfairness of the situation and the entire reason for paying for a premium like this. They were apologetic and proceeded to offer a credit of ****** towards the repair I'm coming out of pocket for. A claim *** contacts me today to tell me about the denied claim and that they will not even be awarding the credit that was promised cause I don't meet the deductible amount, but calling me for a monthly payment. Absurd.

  

  Business Response

  Date: 05/21/2025

  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 Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for Initial cause of failure for a pump seal failure as a credit to be applied towards a transmission repair with transmission being denied for continued operation with a long term transmission fluid leak. However, your authorization amount would have been less than your VSC's $1000 deductible amount and therefore would be considered your responsibility per the terms and exclusions of your contract. 
  
  
  As stated within your contract, breakdowns that occurred prior to the contract purchase date or during the waiting period. Upon review of your claim, it was determined that your claim could have been denied outright for preexisting failure as inspection photos show long term transmission leak and rusted brake rotors which are a direct indication of this failure predating the purchase of the contract and would have predated the 27 days your vehicle was in coverage. Furthermore, there were no DTC codes present at inspection and thus there would be no failure of the transmission verified.   Per the pulled Carfax report, your vehicle has been into three  different repair facility's during the ownership period and the fluid should have been checked and the existing  leak should have been correctly repaired. As photos submitted  show this is not a new leak but a long-term leak, your VSC would have no liability for these repairs. 
  
  
  
  Your claim was authorized for  $381.84 toward your rental, and has been paid to the rental company. As your claim payout exceeds what has been paid into your contract, there will be no refund due. 

  -Customer Relations

  Customer Answer

  Date: 05/21/2025

  Complaint: 23349020
  
  I have reviewed the business' response and am rejecting it because:
  
  Because the business is getting over on people. They have these mechanics break these cars down to deny the claims. This has not just happened to me but other customers as well who have had a similar experience with car shield. Sounds like they are still blaming me for a long term issue I had know knowledge of because as I have stated I only have been the owner of this vehicle for a year. The credit was told to me by their *** that it would go towards the repair not mentioning the payment towards the rental. I would like my premium payments refunded back. The way this has been handled is unjust and car shield shows that they have no regard for the customer. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/21/2025

   

  As stated in our previous response, since the amount paid for your rental is more than you paid into the contract, there is no refund due. 

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

  Customer Relations

• Initial Complaint

  Date:05/17/2025

  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 purchased a vehicle extended warranty from Car Shield in August 2022 and they have been taking the money out of my account since then. This week I actually needed to make a claim. I called the company to find out exactly how I go about doing this, and I was told that my policy had been red flagged. When I inquired as to what that means and why, they told me that 8 months ago someone came through and decided that a bunch of policies were not any good. I was never informed of this and they continued to take the money out of my account. When I "pushed" a little to make sure I had tis right (take my money for a policy that is no good?), I was informed that I could purchase a new policy. The new policy would not be effective for 30 days and any issues would be considered pre-exisiting and then not covered. Is there anything that can be done? Ideally, I would like them to honor the original contract and cover the new engine that I need. But I guess what really burns me is the way they never bothered to inform me of the changes 8 months ago. I can't see that that's just okay. THank-you for your time and consideration.

  

  Business Response

  Date: 05/19/2025

  A member of the CarShield legal department has attempted to reach out to you to discuss the contents of your BBB complaint. Please call the number left in your voicemail at your earliest

  convenience. 

  -Customer Relations 

• Initial Complaint

  Date:05/16/2025

  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.

  Oil pump failed which trashed the engine.Carshield adjuster says they will only replace oil pump.

  

  Business Response

  Date: 05/20/2025

  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 Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  Upon review of your file, it was discovered  you had received low oil level warnings and added oil multiple times before having your vehicle towed into the repair facility. Due to continued operation of your vehicle on low oil, the failure to the oil pump had subsequent damages to the engine internals, specifically the piston rings due to low oil pressure causing severe damages to the engine requiring full engine replacement. Your contract's coverage would only apply to the initial cause of failure to the oil pump and any subsequent damages would not be coverable due to the continued operation of your vehicle on low oil levels.
  
  
  CarShield has no contractual obligation to refund you past the thirty-day, money-back-guarantee that is afforded to all CarShield customers. As both your past and current claim authorizations exceed what has been paid into your contract, there will be no refund due. 
  
  
  Respectfully,
  Customer Relations 

  Customer Answer

  Date: 05/20/2025

  First I will address the refund and expiration.  Since Carshield charged my **** on April 21, 2025, (dated 23 April on screenshot of ****), this vehicle is still under Carshield warranty today.

  I can not have come up with a better example of how this company twists things. 

  While it is a minor amount of money, a refund of that along with am apology would actually be a good start. A refund of all payments back to when the last claim was filed, (I don't have access to that info but Carshield does), would at least be an attempt to take care of a customer

   

  

  Business Response

  Date: 05/20/2025

  On 5/13, you had requested a supervisor to reach out to you regarding a "failed" cancellation request on 4/7.  A supervisor reviewed the call and informed you that there were no requests for cancellation on 4/7, but rather a request to receive a one day extension on your rental, and more information regarding the photos of the cylinder that have been requested for review by your administrator.  There were no additional cancellation requests in April. The official date in which you had called to ensure your VSC was cancelled was on 5/5/25. Your account was charged on 4/21 due to your contract being a month to month policy, and no record of cancellation had been requested in the month of April. Once you were informed that you did not request to cancel in April during the supervisor call, you had apologized and stated that you had "made a mistake". Nevertheless, your contract has been cancelled at your request on 5/5.  
  
  
  Your claim has been authorized for  $2,793.06 as a credit  for oil an pump replacement to be used towards an engine replacement. Your claim is currently pending the final invoice from your repair facility for payment to be released to your repair facility. However, as an effort to resolve this matter, CarShield is willing to provide a one time payment of  $2,793.06 to you upon the execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. There will be no further authorization added to your claim as your VSC has met its liability for coverage.

  Customer Answer

  Date: 05/21/2025

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

  I do have one problem, and one question.  I really have no idea how to get the paperwork  that Carshield is requesting. I traded that Mark ** to the dealer for a $100 credit on the car I purchased. This was because there was no way I could come up with the Thousands of Dollars needed to repair it.  My question is about my other vehicle that is warrantied through Carshield.. I do not want this to in any way affect that coverage.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/16/2025

  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.

  I have been paying for car shield for a few years now they are denying a claim due to rust on a 2013 **** edge thedriveshaft needs to be replaced. So apparently a driveshaft is covered under my plan but theyre saying because of rust. Its not covered. They say they are the number one car protector in the **. Well Im not happy with this

  

  Business Response

  Date: 05/19/2025

  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 Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your elected repair facility began your claim by calling it to report failure to the drive shaft and potentially the carrier bearing. Your repair facility sent in photos of the failures that  showed heavy build of rust around the drive shaft u joints verifying the failure to the u joint due to the rust. As stated within your contract, breakdowns caused by external causes and acts of nature including, but not limited to: collision, road hazards, vandalism, theft, fire, earthquake, tornado, flood, hurricane, lightning, rust, freezing, explosion, smoke, riot, act of war, act of terrorism, any type of animal or insect are deemed excluded from your contract. As your initial cause of failure was found to be due to rust, your claim was properly denied for the rust exclusion within your contract. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4889027 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: 05/25/2025

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

• Initial Complaint

  Date:05/15/2025

  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.

  Took my vehicle to the shop ********* the diagnostic change said it wasn't fuel injector number two so they done the work bought a claim through my warranty company which is car shield that didn't resolve the problem I knew it was a motor. So I called car shield they told me to take it to another shop I took it to ***** kar and they told me I need my motor replaced now car shell is refusing to pay for my motor trying to point the finger at ********* for messing up my motor when they just replaced fuel injector ******** was like that before I went to *********

  

  Business Response

  Date: 05/16/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns. 
  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 Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("***"). 
  
  
  Upon review of your file, it was discovered that your vehicle was towed to your repair facility with a poor idle and misfiring coupled with a check engine light illuminated. Your vehicle  was diagnosed with misfires on cylinders l and your repair facility replaced the spark plugs, one ignition coil, three fuel injectors, the valve cover gasket and performed a fuel induction and dicarbon procedure on the vehicle.  Your administrator had paid for this repair on 4/1/25.
  
  
  However, on  5/7/2025, you had elected to tow your vehicle to a new repair facility, and  claim ******* was started for an engine replacement with the diagnosis of bent exhaust valve on cylinder 2 causing low compression and cylinder 2 misfire.  Upon inspection, your vehicle was found to have the identical mileage reported from prior repair meaning the vehicle did not leave the prior repair facility and not even one mile had elapsed since the completion of the repair. It is evident that from the beginning of claim ******* that your vehicle was misdiagnosed and that several improper repairs were completed. As the vehicle did not even have 1 mile put on it, it is evident that the repairs performed did not correct the initial failure and the repair facility performing these repairs would be liable for any repairs that were tied to a misdiagnosis and improper repairs completed. 
  
  
  As stated within your contract, repairs necessitated by an improper prior repair are deemed excluded from coverage and would not be eligible for the claims process.  You would need to work directly with the prior repair facility to resolve any concerns related to the prior repair as the *** would not have liability, and the initial repair facility's warranty  of 12 months/12,000 would be in effect for matching concerns with cylinder 2 misfire condition and the repairs completed. 
  
  
  CarShield has no contractual obligation to refund you for repairs necessitated by prior improper repairs. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you 24 monthly payments for contract(s) MRF1263337 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 

• Initial Complaint

  Date:05/14/2025

  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 March 26, 2025 I took my Jeep to ******** on ************* to repair the brakes. I called Car Shield to ask what they cover in terms of brakes. They explained that the rotors,andrcalipers . The stated the only thing hey don't cover are brake pads. Ultimately they didn't any of it. They told me it wasn't covered because rust fell into the rotors causing the damage. I explained a ********************************** the under carriage. They couldn't explain why it wasn't covered..

  

  Business Response

  Date: 05/15/2025

  A member of the CarShield legal department has attempted to reach out to you in order to discuss a potential resolution for your dispute. Please call the number left within your voicemail at your earliest convenience. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 05/19/2025

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

• Initial Complaint

  Date:05/14/2025

  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 purchased a car warranty from car shield in November 2024. I took my vehicle to ******** on 11/7/2024 to receive an oil change. While I was there at ******** I called car shield to see if I could get my check engine light diagnosed and receive a rental car because I had no transportation. They said yes. ******** checked my engine light and gave me a code of P0014 and said it could possibly be a timing chain but they don't fix it. They said to bring it back the next morning because they didn't have anyone there at the time to diagnose it but they wrote the code on my paperwork. I called car shield back and asked could they find me a shop to take it to since ******** didn't fix it. They found a shop which I called and they told me to have it towed there. I had my truck towed from my house which is five minutes from ******** to the repair shop. The repair shop is saying I need an engine. Car shield is refusing to pay for the engine because they said I drove the truck from ******** home which is 5 minutes. ******** never even diagnosed my vehicle because they said they didn't have anyone there to look at it and to bring it back the next morning. They just said what it could possibly be. I never even got a diagnosis until it got to the repair shop that's it at now. Car shield is saying according to my contract that continued use after diagnosis will result in non payment. I never even got a diagnosis.

  

  Business Response

  Date: 05/15/2025

  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 Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was started by the repair facility for a timing chain failure. At the beginning of your claim, your repair facility did not know whether or not there was additional damage which may require other repairs or an engine replacement. However, your elected repair facility did provide an estimate for an engine at the outset.
  
  
  Your claim was authorized correctly for the initial and only cause of failure presented by your repair facility: the timing chain. The decision to deny a potential engine replacement is due to you stating on a recorded line that you were aware your vehicle had an illuminated check engine light but still chose to drive your vehicle to a repair facility, and then again decided to drive it back home. As stated within your contract, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. The citation of continued operation is correct and if there was sub damage found by the repair facility post the adjudication of your current claim, the repairs would be denied as the damage would have been caused by continued operation. There will be no further authorizations added toward your claim due to mechanical negligence.
  
  
  Your claim has been authorized for $3,986.63. This authorization will stand. However,  there will be no further authorizations added toward your claim due to the continued operation of your vehicle after a mechanical breakdown had occurred. Nevertheless, as an effort to resolve this matter, CarShield will offer a one time payment in the amount of  $3,986.63 upon the execution of a settlement and release agreement with a voided authorization to your repair facility. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 05/16/2025

  Complaint: 23328571
  
  I have reviewed the business' response and am rejecting it because:
  The information that was given was not accurate I went to pep boys to receive my oil change.  They did a courtesy check engine light for me and wrote the code on my oil change receipt.l and told me what it could possibly be but they weren't sure but they said that was something they could not fix.  Because they did not have anyone to diagnose it they told me to bring it back the next day. Instead of me bringing it back the next day I called car shield to ask them where I could take it to.  They already knew I was at ******** because I told them.  I'm pretty sure those calls are recorded too.  I made 2 calls to car shield while I was at ********. They need to pull those calls. They didn't tell me I couldn't drive the vehicle home they just said where I could take it to get repaired.  So I drove 5 minutes home and had it towed to the repair shop where it is now. When the representative contacted me and asked me what happened I told her all this.  The check engine light came on that morning.  I took it to ********.  Yes I drove it to ******** to get it diagnosed to see what was wrong with it.  Car shield is just looking for an excuse not to pay this claim fully.   I did nothing wrong on my end.   The shop is telling me I may need a camshaft which is about 2000 and car shield is also refusing to pay for that.    Why have a car warranty which I pay my monthly premium each month that is not going to cover your breakdown expenses?  I not only have this vehicle covered with them but another one.  I should have actually listened to all the bad reviews they receive and went with another warranty company.  I did everything on my end that I was suppose to.   Talk to your **** at car shield and listen to all the phone calls.  Just like you said they were on a recorded line also. 
  
  
  Sincerely,
  
  ****** M ******

  

  Business Response

  Date: 05/20/2025

  As stated in our previous response, this contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. The citation of continued operation is correct and if there was sub damage found by the repair facility post the adjudication of your current claim, the repairs would be denied as the damage would have been caused by continued operation. There will be no further authorizations added toward your claim due to mechanical negligence. Upon a recorded line, you admitted to driving with an active check engine light. 

   

  If you wish to accept our offer from our previous response, please email ******************************** No further authorization will be added to your claim. 

  -Customer Relations 

• Initial Complaint

  Date:05/13/2025

  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.

  On May 12, 2025, the claimant contacted Car Shield regarding eligibility for a repair on their ***************** The representative informed the claimant that the issue involved the plan administrator and transferred the call to the *******************. Upon speaking with a representative from the ******************** the claimant was informed that the Mercedes dealership would no longer accept payment from Car Shield. However, the representative offered an alternative plan requiring a down payment, a 30-day waiting period, and monthly payments ranging from $166 to $220 for coverage up to ******* miles.The claimant raised several concerns regarding this offer:They have been paying Car Shield $222 per month since July 2024.They were previously told that coverage would continue regardless of vehicle mileage, provided premiums were paid.They were also informed of a 500-mile waiting period and the ability to choose any certified mechanic, which was fulfilled.Car Shield is now stating that coverage is not available unless the claimant pays an additional down payment and completes another waiting period.The claimant attempted to cancel the policy online, but was unable to do so and was instead required to call customer **********************, where they felt harassed and pressured into purchasing another policy. The claimant alleges false advertising and deceptive business practices by Car Shield and seeks a refund for the payments made.The claimant may have grounds to pursue legal action for breach of contract, false advertising, and unfair business practices. Potential claims could include violation of consumer protection laws, misrepresentation, and failure to honor the terms of the original service agreement.

  

  Business Response

  Date: 05/14/2025

  CarShield has reviewed Ms. ********* file, and it was discovered that no contact has been made with Ms. ******* since April 2nd, when a voicemail was left regarding a collection of her monthly payment. All lines at CarShield are recorded and documented. At no point was Ms. ******* informed that she must pay an additional down payment and complete another waiting period. 
  
  
  CarShield is the biggest provider of vehicle service contracts in the US and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. Furthermore, CarShield is aware their competitors are calling customers and impersonating ********************** employees and we are looking into the matter. We kindly request that you forward the number related to the above mentioned call to ********************************************************* for documentation/investigation purposes. 
  
  
  If Ms. ******* is experiencing a mechanical breakdown, please call the claims department at  *************** to begin a claim.  However, if Ms. ******* wishes to cancel her VSC, please either respond to the BBB complaint below or have her email ********************************************************* and her contract will be cancelled effective immediately. 

  Respectfully, 

  Customer Relations

• Initial Complaint

  Date:05/13/2025

  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 cancelled my carshield warranty which $129.99 a month. I called to cancel. The person on the phone said the payment might come out one more time because of when I called. I called on the 1st of april. He said I would get a refund if they did take it out. They took the money out, and they have not refunded me.

  

  Business Response

  Date: 05/13/2025

  As a courtesy, CarShield will refund one monthly payment back to the card on file. Please allow 5-7 business days for processing. 

  -Customer Relations