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:04/21/2025

  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.

  CARSHIELD refuses to stop emailing me everyday for the past month, I've unsubscribed every day for a month. I marked it at spam everyday for a month. After reading the better Business bureau complaints I want nothing to do with this company in which they would stop emailing me.

  

  Business Response

  Date: 04/22/2025

  As of 4/22/25, we have blocked your email and phone number from our system.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/20/2025

  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.

  They would not commit to repairing my vehicle because the place that they sent me to said it was going to take a certain amount oftime and they would not allow that time so I had to take out a loan to get my vehicle fixed and now Im having my garnished because of their incompetence and a very rude Person that I was talking to from car shield would not approve the allotted time, even though it was their standards that he was going by

  

  Business Response

  Date: 04/23/2025

  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 review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated within your contract,  authorized labor hours needed to perform repairs will be determined by your Administrator using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be your responsibility. Upon review of your file, it was discovered that your out of pocket cost's were solely due to the overcharging of labor times needed to complete your repair, and your incorporated deductible within your claim. Both items are considered your responsibility, and would not be eligible for reimbursement per the terms and conditions of your contract.
  
  
  CarShield has no contractual obligation to refund you for items not listed for coverage within your VSC. However, as an effort to resolve this matter, CarShield is willing to refund you a total of three monthly payment for contract(s)  MRF5046059 upon the execution of a signed settlement and release agreement. 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: 05/04/2025

  I have not heard a word from them as far as Im concerned I would like to get my $400 back so that way I can get rid of this wage garnishment that I have against me right now Im on Social Security cannot afford to live especially with this garnishment Thank you. The car shield has not contacted me at all. My phone number is area code ************. They can leave a message.

  

  Business Response

  Date: 05/06/2025

  As stated within our last response, in order to receive the offer of a three month refund, you must email ******************************* to accept the settlement and release agreement offer. As a courtesy, we will draft the agreement for your electronic signature without the request email, and will send the settlement and release agreement via ******** to the email address on file. Once signed, we will send your check to you via *** overnight. 

   

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:04/19/2025

  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.

  I called to cancel my account on April 7th and was met with attitude. My account was never canceled although I was told it was. I called back on the 9th, 15th, and 16th and have still not received my refund! I would like my money as I have paid in full and I want me account canceled.

  

  Business Response

  Date: 04/22/2025

  Your account was cancelled on April 16th, 2025. Your refund has been processed to be put back onto the card you have on file. Please allow 3-5 business days for processing. 

  Customer Relations

• Initial Complaint

  Date:04/18/2025

  Type:Product 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 contacted CarShield on Thursday, April 17, 2025. With intentions on transferring my account from the 2017 ******* Tucson to a 2022 **** Edge. I was told by a representative that I would have to pay an additional $105.00 monthly for the 2022 **** Edge. I didnt agree with the amount due to the fact that *** never filed a claim or needed towing or any type of service from CarShield. I see their service as a scam. CarShield debit monies out of my Checking account until my balance was paid in full. There was never a late/missed payment. I requested a refund and I was told I needed to send an email to cancel my account. Then I would receive a check in the mail for $325.00 only. That amount is ridiculous and unacceptable.

  

  Business Response

  Date: 04/22/2025

  Ms. ******,

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concern's.

  As stated within Page 14 Section N. (3), ("TRANSFER OF YOUR CONTRACT")"This Contract may not be transferred to another vehicle. It may only be transferred to a different private owner of the same vehicle." As a company standard, each policy that we provide to consumer's are unique to each of their vehicle's, and their level of coverage needs, and a transfer to a different vehicle would not be possible. 

  Additionally, as outlined within your Vehicle Service Contract, you may cancel your contract within thirty (30) days of the contract purchase date, or twenty (20) Business days from the date the contract was mailed to you, whichever is later, if no claim has been made, and receive a full refund of the total contract purchase price. You may cancel this contract at any other time and if requested by you in writing, receive a pro rata refund based upon the total contract purchase price calculated upon the greater of the days in force or the miles driven compared to the total contract term, less claims paid and less the cancellation fee of fifty dollars ($50.00), subject to state specific information provided in any applicable state-specific variance page to this contract. Your pro-rated refund has been calculated to be $393.44 based upon the greater of the days in force or the miles driven compared to the total contract term. 

  However, as a courtesy, CarShield is willing to provide an additional $400 to you as one time payment in the amount of $793.44, upon the execution of a signed settlement and release agreement for contract(s) ABF3695638. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

   

• Initial Complaint

  Date:04/17/2025

  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.

  Date of transaction: April 14, 2025 Amount: $787.49 (******- 200 deductible)Claim#******* I contacted Carshield about oil leak, they referred me to a shop, I dropped the vehicle off, hours later received a text from Carshield that stated: "WE RECEIVED ALL REQUIRED INFO FROM YOUR SHOP. WE WILL CONTACT YOU WITHIN 1 BUSINESS DAY TO COMPLETE YOUR CLAIM" The shop also told me they sent everything needed to Carshield so they went ahead with the repairs. My repair was complete but the repair shop had not received payment. I spoke back with Carshield and was told I could be reimbursed. I got the final bill from the repair shop, they also provided my claim number to me. The next day I attempted to get my reimbursement, I was told my claim was denied because the repair facility did not get prior authorization to complete the work. I do no know what else I could have done to make sure everything was completed to be reimbursed. In speaking with Carshield I am always told I should have asked if the repair facility received prior authorization to do the work. I stated after receiving emails, texts and confirmation from the repair facility that all items necessary for the claim were received why would I think to ask about anything else.

  

  Business Response

  Date: 04/18/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond to your concern's in a timely fashion. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated on every page of your contract, "No Claims will be paid without prior authorization". In addition to the No Prior Authorization Clause within your contract, your VSC also states that  any part that has not broken or failed, even if a repair facility has recommended repair or replacement is deemed excluded from your contract, and would not be eligible for coverage. A more extensive list of terms and exclusions may be located within the "GENERAL EXCLUSION'S" Section of your contract.
  
  
  Upon review of your file, it was discovered that on  4/8/2025,  you were advised that only after claim was authorized could you pay for any out of pocket costs associated with your vehicle's repair.  Per review of the repair facility's submitted photo, the oil filter housing was not found to be leaking. Based on the photo shown, there was only a very slight amount of residual oil found. This phenomenon is  very common from changing the oil filter during an oil change and this is not considered verified failure. Two days after the claim was started, you had authorized the repair facility to complete the repair prior to the claim being authorized. As there has been no proven cause of failure provided, and your claims were completed without prior authorization, your claim would not be eligible for reimbursement and has been adjudicated correctly per the terms and exclusions of your vehicle service contract. 
  
  
  CarShield has no contractual obligation to refund you for repairs that have been completed with no prior authorization. However, as a courtesy, CarShield is willing to refund you five monthly payments for contract(s) MRF5157762 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. 

  Respectfully,
  customer relations

  Customer Answer

  Date: 04/19/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  My car was taken to the dealer on Jan 20, 2025. Car Shield asked to have it towed to another *********** the end car Shield refused to pay for a test to prove to the point of failure..... same with the 2nd location. Since I was unable to convince anyone to act on my behalf I was told to JUNK my car and rec'd $450. After this transaction ******* sent my a notice that my car was valued at $9,000. I rented a car for over 2 months and paid appx $2,200, Car shield at first said I would be reimbursed for thand e rental but it turns out they were willing to only pay $700. They said that I would rec $2,200. and out of that I had to pay the repair shop $1,000.

  

  Business Response

  Date: 04/17/2025

  As offered within our previous discussions with Ms.  Ingebrethsen, CarShield is willing to provide a refund of $2300.00 as a courtesy toward Ms. ************* As no cause of failure has been identified, and Ms. ************* had decided to sell/junk her vehicle while also requesting the contract be cancelled, CarShield offers this amount as a courtesy toward Ms. ************* CarShield does not provide coverage for unverifiable failures. On many instance's, CarShield has provided Ms. ************ with potential repair facility's, and towing companies in efforts to help resolve this matter, and provide a verified cause of failure. As CarShield has authorized over $6000.00 in claims, well exceeding what has been paid into Ms. ************** coverage, our final offer will remain as a refund of   $2300.00 upon the execution of a signed settlement and release agreement. If Ms. ************ wishes to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Respectfully,
  Customer Relations 

• Initial Complaint

  Date:04/16/2025

  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.

  On March 27, 2025 I called the carshield business for some information about the cost of auto repair coverage and I said thanks for info, have a good day, and take it from there its a nightmare those people never stop calling my phone since then and is just harrasment every day all day long calling and calling , i blocked their number and continue calling, and out of desperation I called them back today to ask to remove my number and stop calling his answer was it's a shame because we have very good rates; my head don't stop pounding and is affecting my blood pressure. This is harrasment and is unhealthy and is crazy. It should be illegal and penalized this type of harrasment, if i want to buy something or some service nobody has to call me every single day to harras and annoying me Can you please making them stop calling me. Thanks

  

  Business Response

  Date: 04/17/2025

  We have blocked your number and email address from our system as of 4/17/25, and you have been added to our do not contact list.

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:04/16/2025

  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.

  We had a policy with car shield on a 2016 vehicle. The engine blew and we went to claim the policy.The engine blew because the water pump failed and caused coolant to leak into the head gaskets. We had no indication that anything was wrong except a check engine light. We drove the car home and the engine blew.The water pump is a covered part, they admitted it was covered.They denied the full engine replacement due to continued operation after a breakdown.Breakdown is not defined in the contract and a check engine light is not indicative of a breakdown.They did agree to cover half the cost of the engine replacement but should cover the entire thing.

  

  Business Response

  Date: 04/17/2025

  Based on the name and email address provided in your complaint, we are unable to locate your contract. Please email ******************************* with your contract number so that we can properly address your concerns. We look forward to hearing from you. -Customer Relations  

  Customer Answer

  Date: 04/18/2025

  Contract Number: MRF4456175

  Claim Number: 2597761

  

  Business Response

  Date: 04/24/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond in a timely fashion.
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
   As listed on page three of your contract under "DEFINITIONS",  a breakdown is considered the inability of a covered part to operate as it was designed to work in normal service. Vehicle manufacturers have established tolerances for defining mechanical breakdowns and serviceability. When a covered part exceeds these manufacturer's tolerances, a breakdown will be considered to have occurred. As outlined 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."
  
  
  Upon review of your file, it was discovered that  your vehicle was driven with a cooling system failure. The cooling system failure was found to be the initial cause of failure as presented by repair facility was authorized as a credit toward engine replacement. The repair facility diagnosed the vehicle to have been driven with a failed water pump to the point of head gasket failure and ultimately coolant and oil intermix. Your repair facility provided an image showing intermix on dipstick and the diagnostic, including code P1299- Cylinder Head Over-temp Protection. This code becomes active when the cylinder head has reached a temp of over 270*. Prior to that code being set, there would have been multiple alarms in the form of audible and visual warnings prompting the driver to check their gauges which would have been showing the temperature gauge indicating overheating. 
  
  
  Your Administrator, ********************, has authorized $4,944.12 as a credit toward engine replacement. This authorization will stand. However, as your contract excludes coverage from breakdowns that are further exasperated by continued operation, there will be no further authorization added to your claim. 

  Respectfully,

  Customer Relations

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  Carshield suddenly cancelled my policy with no explanation. I would like my policy reinstated.

  

  Business Response

  Date: 04/17/2025

  CarShield reserves the right to cancel all contracts at any time. You have been refunded in full, and we consider this matter closed. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 04/18/2025

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

  They really didnt like that I called them out on using fake reviews on this site, do they?!  ??

  I dont want to interact with this epicly s*****  business anyway.  

   
  Sincerely,
  
  ***** P *********

• Initial Complaint

  Date:04/15/2025

  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.

  4/10: called in the late morning to cancel account b/c vehicle being sold. Requested email confirming account cancellation. 4/10: did not get email so I called a later in the afternoon and spoke to a **** The *** stated no notes were found on my account but that a charge was made to payment. She will call her supervisor to investigate the matter. She processed the cancellation and emailed confirmation, but could not issue refund. I explained to her my contract has a cancellation clause and does allow for refunds. She put a request to have a supervisor to call me.4/11: missed called from supervisor. I called back and was told I would get a call back within 24 hours. 4/15: have yet to get any call and I called to discuss refund. *** I spoke to said she spoke to two supervisors and both denied refund. I requested to speak to them to appeal. Was told I would not get a refund.

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this to our attention.

  You had called into cancel on the day of your due date.

  You must call 24 to 48 hours in advance to avoid the renewal.

  There would not be a refund due but in efforts to resolve this matter CarShield will refund the April's payment.

  Please, allow 3 to 5 business days to see the refund.

   

  Customer Relations.