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:07/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A telephone call from ******************** told us we no longer had "CarShield" Insurance (which we had purchased) and that we needed to purchase additional insurance. They told us that "CarShield" was no longer being accepted by car dealerships. THIS WAS A LIE, but unfortunately I believed them and paid by credit card. We discovered their lie and cancelled the payment and their insurance immediately through a phone call, but are now still getting bills. We need the policy cancelled and their lie recorded for others to be wary!

  

  Business Response

  Date: 07/11/2025

  CarShield has reached out to *** and Mrs. ****** to discuss the fraudulent information that was relayed to them via the complaint above. *** and Mrs. ****** have been informed that their contract is still active, and the call that they have received has no affiliation with CarShield and does not speak on behalf of CarShield affairs. 

  -Customer Relations

• 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:07/09/2025

  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.

  My phone is registered on the national do not call FTC register. Despite that, this company keeps calling me every 15min. I asked them several times to stop calling me, but they keep that going.

  

  Business Response

  Date: 07/10/2025

  You have been placed on the do not call list as of 7/10/25, and your number has been blocked from the CarShield system to prevent any future correspondence.

  -Customer Relations 

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car Shield claims I verbally authorized them to start re-occurring payments of ****** since July, 2024 and I was unaware of it. I did not authorize them to start the service. I went thru some statement for re-occurring charges and saw they were charging me monthly. I have the truck sold and they were charging me for nothing., I called and told them I didnt receive contract or signed anything, so want my money returned.

  

  Business Response

  Date: 07/10/2025

  Ms. ***,

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 

  As a company standard, CarShield records all phone calls to ensure quality customer ********************** and support.

  Upon review of your initial phone call dated 7/29/24, you were asked by your sales representative whether you confirm that you authorize CarShield to sign your contract and process the ****** reoccurring payment at time stamp 13:59 to which you responded "yes". Your sales representative also verified both your email address, and physical address to send a copy of the contract as well as informed you that your contract is assessable via the app. You had stated that you "prefer email". Your contract has been cancelled as of 7/10/25 per your request. 

  Upon the receipt of the Bill of Sale, CarShield is willing to provide you a one time refund of the monthly payments that have incurred since the date in which you were no longer in the possession of your vehicle under contract(s)MRF5150537 upon the execution of a settlement and release agreement. Please email ******************************* with an official Bill of Sale and CarShield will draft the agreement for your electronic signature. 

  -Customer Relations

• 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 signed up for Carshield's vehicle warranty contract and the agent promised that I would be able to go anywhere I want whenever I want and needed. My transmission failed on my 2010 ***** es350. I filed a claim around the 20th of June, they denied the claim. I called their customer ********************** to inquire as to why my claim was denied and spoke with ****** and she was extremely rude and just kept saying "she didn't know why it was denied but it was denied". After a little back and forth of me just tryig to figure out the denial reason she said "I was in the warranty ***** period" I was apparently 39 days 16 hours into my "***** ******** She then said "they "would" have paid for it if I was at 40 days." I then asked to speak with a manager/supervisor to find out the denial reason and get a refund. She then stated "we don't give refunds". Finally just asked to speak with a manager/supervisor. When someone from their company would call me they conveniently "couldn't hear me". I have had no issues with anyone else not being able to hear me on my phone. I just want what they promised me, to be able to get my car repaired if and when needed.

  

  Business Response

  Date: 07/09/2025

  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. The vehicle breakdown date and miles are within the contract waiting period making the concerns a non coverable repair. The vehicle must go 25 days and 500 miles, OR 40 days and 250 miles to be out of the required waiting period. At time of claim start, your contract had been in force 38 days, with the vehicle only have gone 191 miles.

  We see that you have already been refunded in full. We are sorry to lose you as a CarShield customer. 

  Customer Relations