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:04/15/2025

  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.

  Misleading information in regards to the contract ! Specific parts are not stated in the contract that are covered or not covered ! Spoke to several customer representatives where they give misleading information as well as making their own policies. I recorded the conversation On April 15 spoke to an unprofessional lady from corporate that was talking very sarcastic which could not answer my questions! Its a shame that company hires that type of person. Requested a refund since I paid on April 12th and to adjust the refund which she stated no ! I lost money with this company which they sold me it would be beneficial to no avail . Lady also stated that I had 30 days to when I signed the contract which I replied to her that I could not foresee the future Finally lady hung up on me ! What a disappointment and disgrace !!! I recorded her as well

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns 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 any potential covered concerns would be subject to verification of failure following normal claims process. 
  
  
  CarShield provides a wide variety of coverage within your vehicle service contract for many of your vehicle repair needs. However, items such as coolant bypass hoses or coolant line fittings would not have coverage under the terms of the contract as they are not components listed for coverage. Any future concerns would be subject for review following a verification of failure during your claims process. A more extensive list of terms and conditions may be located within your contract.
  
  
  CarShield has no contractual obligation to refund your past the courtesy, thirty-day, money-back guarantee that is afforded to all CarShield customers. However, as a courtesy, ********************** is willing to refund contract(s)MRF5283728 in full upon the execution of settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft your agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/14/2025

  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.

  I have Carshield service and I pay *************************************************************************************** my package. They use a 3rd party service to send an inspector out which was advised can take ***** hrs and the inspector didnt go out until 96 hrs after request. They are a rip off and will be canceling service

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond to your complaint 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"). 
  
  
  Upon review of your file, it was found that your claim was submitted with reported transmission issues. During your claim, a third party inspector reviewed your concerns for a verification of failure. Per request of inspection, all vehicle's are reviewed by a third party inspector to provide a bias free inspection report, and is deemed a vehicle service contract standard for many VSC companies. However, upon inspection of your vehicle, your vehicle was test driven and there was found to be no drivability concerns or evident shifting issues. As there was no issue present or proven as a cause of failure, your contract would be unable to provide coverage for potential unverifiable concerns. In the event of a future mechanical breakdown/failure, please call  ************ for the claims department to begin a new claim. 
  
  
  CarShield has no contractual obligation to refund you for mechanical failures that are unable to be verified during inspection. However, as an effort to resolve this matter, CarShield is willing to refund four monthly payments for contract(s)   MFF5217295 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: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution and accepted the offer of 4 months refund. 
   
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/14/2025

  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.

  Hi there, I had my vehicle serviced for any issue that I have coverage for in my policy. When this issue was first present, two different estimates were provided to CarShield- one being an engine replacement and the other being an engine rebuild. Both claims were denied, even though my vehicle has coverage via extended warranty. I reached back out to re-open the claim for compensation and was denied multiple times. I let a few months go by, and re-open this claim again for reimbursement AND finally got a refund check for a little over $600 dollars when the entirety of the bill was well over 6k. They did cover a small portion of the bill, but not the whole bill for the things clearly I have coverage for. When the sent the refund check, they noted it was out of common courtesy. Common courtesy over something that should have been covered and not an issue? Hmmm, seems like a scam to not pay for what is clearly black & white in my policy.

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address you concerns 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 within your contract, breakdowns resulting from engine sludge, carbon, or lack of maintenance required by the vehicle manufacturer are deemed excluded from coverage per the terms and conditions of your Vehicle Service Contract. A more extensive list of terms and conditions may be located within the "General Exclusions" portion of your VSC.
  
  
  Upon review of your file, it was discovered that your claim was denied due to carbon and sludge build up due to lack of proper maintenance. However, your claims was once more reviewed  by the claims escalation department. Your claim was authorized for timing components and partial diagnostic fee's in the amount of $2,516.25 paid to the repair facility and $615.05 paid to you directly. This authorization exceeded the liability of your coverage, and was solely made as a courtesy, as your claim's adjudicated denial due to carbon and sludge would have excluded your claim entirely. 
  
  
  CarShield has no contractual obligation to refund you for repairs denied due to improper maintenance and sludge/carbon buildup. As your claim was already authorized past the liability of your contract as a courtesy, there will be no refund due at this time. 
  
  
  Respectfully,
  Customer Relations
  
  

  Customer Answer

  Date: 04/16/2025

  Complaint: 23203231
  
  I have reviewed the business' response and am rejecting it because: There were two claims made. The first claim was for an engine replacement which was denied. Lack of maintenance was not an issue regarding this vehicle and the dealership has also stated that. I have also offered multiple times to Carshield ALL service records pertaining to the vehicle and you refuse to see it. The sludge build up was due to improper function of vehicle components- which and that was clearly stated in the shop notes. Multiple Carshield representatives have also stated (on your recorded lines), that there should have not been an issue regarding coverage for the vehicle. Also, lets note that Carshield did not pay out the $2500 plus that is being claimed. They only approved to pay for the vehicle tear down, which was roughly $1300. The shop also noted that this matter was related to the engines ECM that I do have coverage for, which you told the shop and me that was not covered. It is clearly stated in the contract. The things that shop replaced, was much more than the engine pistons that had the sludge build- so lets be clear. If Carshield wishes to not cover the cost of the pistons (which had sludge build) fine. But everything else should have been covered under other vehicle components, not just the timing chains. The supervisor I spoke with yesterday also noted that there were two different claims and the response I received was for the initial estimate the shop provided. So please, re-read my notes regarding this case and also take a listen to YOUR records phone conversations. 
  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 04/16/2025

  Here is also a copy for the codes the shop had provided for my vehicle. Is sludge build up was the issue, why is the issue still persistent. Please take notes and review your decision. 

  

  Business Response

  Date: 04/17/2025

   

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

  CarShield has no contractual obligation to refund you for repairs denied due to improper maintenance and sludge/carbon buildup. As your claim was already authorized past the liability of your contract as a courtesy, there will be no refund due at this time. 

  Customer Answer

  Date: 04/18/2025

  Complaint: 23203231
  
  I have reviewed the business' response and am rejecting it because: will be filling out the rejection info. 
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/14/2025

  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.

  We bought Carsheild a couple of years ago on out 2017 **** It needed repairs 9 months ago. They paid $390.00 of a ******* bill so I cancelled coverage. My husband resigned up with them after they called him back. It needed repairs again and they refused to pay anything saying it was a pre existing problem . They should have not covered us again if they thought this. They extended coverage again! Now they say the repair wasnt good enough! People need to know they use these excuses to not pay anything!

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns 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 ("***"). 
  
  
  As stated within your contract, breakdowns that occurred prior to the contract purchase date or during the waiting period are deemed pre-existing conditions are would not be eligible for coverage per the terms and conditions of your ***.
  
  
  Upon review of your claim, it was discovered that your vehicle exhibited the same failures prior when under contract on MRF4577806, Claim *******. A vehicle history report was pulled, and revealed that a few months prior to that claim being paid on your previous contract, another repair facility replaced the spark plugs. This indicates that your concern has been found to be a lingering issue. 
  
  
  The cause of failure has been found to be due to  incomplete diagnostic work that led to the vehicle being operated for several thousand miles with a very mild blown headgasket. This has allowed the engine to burn antifreeze and dilute the oil. This conclusion is supported by the condition of the spark plugs as photographed by the inspector. Two  plugs from cylinders 3 and 4 exhibited signs of burning coolant. The *** also showed a very large correction on fueling but a lack of  issues with catalytic converter performance showing because the misfires are from lean running which is likely due to the burning coolant. We also have a picture showing low oil that is heavily diluted from the fuel that is not being burned. As this issue has been determined to be a pre-existing condition, you claim has been deemed ineligible for coverage.
  
  
  CarShield has no contractual obligation to refund you past the thirty day-money back guarantee that is given to all CarShield customers to review their coverage and determine if the *** fits their repair needs. However, as an effort to resolve this matter, CarShield is willing to refund contract(s) MRFLC5260223 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: 04/24/2025

  There was no breakdown on 2/2/24 -only rough running. Spark plugs being replaced is a maintenance issue and Carshield does not pay for that so it was not submitted. The *** ran fine until 6/12/24 when we instructed dealership to fix everything- we paid $1271.38 Carshield paid $380.80 refusing to help us get it paid for to get fixed. So we cancelled. Carsheild called my husband back on12/6/24 to renew coverage with a higher deductible.  *** ran fine until breakdown on 3/19/25. If they thought there was a pre existing issue , they should have not renewed coverage. The fact remains that they paid poorly the 1st time a repair was needed and nothing the 2nd time. There were no issues or repairs done between 6/12/24 and 3/19/24 so there seemed to be No preexisting issues! They only asked for records for the previous year which is what we provided. The customer ********************** was a nightmare- talking to  many clueless people who were just reading notes! I never got any detailed explanation of why we denied until BBB letter!! Now we are out ******. They should at least pay 1/2 of that. People need to know that they can claim anything a preexisting issue.

• Initial Complaint

  Date:04/14/2025

  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.

  3/19/2025 car broke down, and H31**34363234333237**H had me take it to a repair shop, where they told me that it was the rear differential, which they agreed to pay for it, but then later refused to pay for it, my car was then sent to a different repair shop who says it&#**;s the transfer case instead of the rear differential, H31**34363234333237**H then says they will pay but later declined after the repair shop installed it. I later get another call from the shop who goes back to the original claim of the rear differential, I have been back and forth with all of this, and now H31**34363234333237**H has closed the claim. I need my car to get around, they have been mean and unfair.

  

  Business Response

  Date: 04/16/2025

  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, repairs resulting from improper or incomplete prior repairs or diagnosis are deemed excluded from the coverage per the terms and exclusions of the VSC. 
  
  
  Upon review of your file, it was discovered that your vehicle was brought to the initial repair facility on 3/21/25. An inspection was performed, and it was verified that the noise noise of concern was found to be coming from the rear differential. Your Claim was authorized using the repair facilities sourced parts. However, you had elected to move the vehicle because the repair facility was charging over verified labor times thereby costing significant out of pocket expenses. The new repair facility disregarded the previous verified failures with the rear differential and then determined that the transfer case was the cause for the noise. The transfer case was authorized for replacement. However, shortly after the authorization was completed, the repair facility called back in to add the rear differential to the claim as well. At this time, your claim was reauthorized for rear differential replacement less the cost for the prior authorization for the transfer case replacement due to improper prior repair.
  
  
  
  CarShield has no contractual obligation to refund you for improper repairs per the terms and exclusions of your VSC. A more extensive list of terms and exclusions may be located within your contract. As your authorization for your claim currently far exceeds what has been paid into your contract, there will be no refund due at this time.
  
  
  Respectfully,
  Customer Relations 

  Customer Answer

  Date: 04/30/2025

  Carshield moved the car to the other location because they felt they were to expensive. The things that the business is saying are untrue and I had to money out of my pocket for my repairs.

  Customer Answer

  Date: 04/30/2025

  cern 

  This is not the case.. Carshield are the ones to give me another repair shop. I had never heard of them and have had no business with them. This was Carshield  suggestion.

  They did not fix or paid for the transfer case. .. monies was withheld  for rear differential because they claim they had authorized to pay for Transfer Case.  I had to paid all the difference, 

  My concern here is why did I had to pay the difference ? I was not the one to diagnose or fix the car. I was told by shop that they installed a transfer case and later ask Cashield  for the payment and they refused to pay, So from the information I was given the shop fixed  transfer case in and then took it back out after Carshield would not pay.

  All I can say is this was just a big and poor business practice  and Carsheild definitely did not want to pay for anything.-  They used the excuse of paying for transfer case in which they did not. They  wanted to apply the credit to the rear differential. How can you apply  credit to something you did not pay for. My car was in this shops form March 19, 2025 until April. *******. With just a 7 day rental. 

  

  Business Response

  Date: 05/02/2025

   

  When a repair facility joins our network, they agree to warrant vehicle repairs for 12 months or ****** miles. The first shop misdiagnosed the failures, American Auto Shield ended up reauthorizing the claim for the differential less the costs of the prior repair as that is what the your contract has liability for since there was no actual confirmed failure with the transfer case.  You need to contact the first repair facility regarding the improper repairs and diagnosis.  There is also a 7 day rental maximum per the terms of the contract. 

  ******************** has authorized over $3,000.00 in repairs therefore no refund is due.

  Customer Relations

  Customer Answer

  Date: 05/10/2025

  Complaint: 23202931
  
  I have reviewed the business' response and am rejecting it because: Carshield did not pay over ******* . I can mailed these documents to you as my computer will not upload. you can also contact *** auto repair  *************.

  They  did not pay for a transfer case . My car was in shop over 30 days for a repair as they say took 3 days. They claim there was a credit , that is not true ,, there was no credit to apply . They first gave an estimate of ******* to fix the rear differential in my car but there was no payment of such. I have that estimate and can easily send to you, as the shop sent to me.  From my contract they claim to pay for repairs and I pay a ****** deductible but they never excepted the shop estimate, they only wanted to pay a portion of it and the rest was left for me to pay. I talked to so many people in their office and they all was very unpleasant and had no intentions of paying all the money needed to fix my car. I had nothing to do with the shop and what they did, This was between them and the shop. If they went by their contract (in which I have) all of this was just getting out of paying by their own contract. I wish they would just be honest in what they did. It was so unnecessary and caused me a lot of delays ,missed appointments,  nerve wrecking, and inconvenient  because I use my car on a daily basis.  They did not pay over ******* . I don't know what else to say about this company except someday someone will believe what the customer is  saying. If you need these documents please email the address and I can mail to you. i also email from ******* Shramlin talking about the transfer case and how the shop can tell it is that because of the noise. I asked have you sent anyone to verify that is the transfer case? And from the conversation from the shop manager they never sent anyone or asked for pictures or videos. They agreed to pay for transfer case but when shop asked for the money they refused to pay , and the shop put in transfer case and  removed it. This is so unprofessional and I'm sure there was also damage to my car. If nothing was wrong with the transfer case than it had no business being removed..It was their responsibility to verify this was the problem , as with the rear differential , they did send a adjuster out and shop manager and adjuster agreed, there was an estimate but they would not pay what the shop estimated. Just a complete company not wanting to honor their contract.

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

  

  Business Response

  Date: 05/12/2025

   

  A member of the CarShield legal team will reach out to *** ******. 

  Customer Relations

• Initial Complaint

  Date:04/14/2025

  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 cancel this service back in November and this company continued to withdraw monthly fee of $123.17 for another 5 months after cancellation. Called company to complain and nothing was resolved they are saying I never cancelled when I called and cancelled this.

  

  Business Response

  Date: 04/15/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns in a timely manner.

  Upon review of your account, it was discovered that on 10/14/25, you had called in to update your credit card information  and make a monthly payment.

  There has been no record of any calls between November and 4/14/25 when you have called in to officially cancel. 

  However, as a courtesy, CarShield will refund five monthly payments for contract(s) MRF4433814 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 you electronic signature. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/14/2025

  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've taken my car fur repairs at ********************* auto shops and neither total** repaired my issue which was lifter noise. A-Z ok ** replaced the valve cover gasket without fixing the lifter noise.I would like to be refunded.Thanks

  

  Business Response

  Date: 04/15/2025

  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"). 
  
  
  Upon review of your file, it was discovered that your claim was initially authorized for repair's regarding charging system issues, a concern with seat heater(s) and oil leaking from the valve cover. An alternator was authorized to resolve the concern with the seat heater's and a  valve cover gasket was utilized to repair the leak from the valve cover. 
  In a prior claim, *******, a "tapping" noise was reported as the concern, but your repair facility could not duplicate the noise at the time of the repair. During this claim, an inspector did find the vehicle low on oil and there was an oil leak reported. A final invoice has not been submitted for reimbursement. If you wish to submit your final invoice for review in regards to claim *******, please your invoice to *********************************************************. 
  
  
  CarShield has authorized all reported concerns that were submitted by your current repair facility. If you feel that your concerns were not addressed, you are expected to take your vehicle to a facility that has the capabilities of addressing these issues and start a new claim. As CarShield has paid out in claims more than what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:04/12/2025

  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 purchased a Carshield Auto warranty, 8/16/23. I have paid for 19 months without using it. When I purchased the warranty, the sales *** said that I could take my car to any facility because everyone excepts their plan. I had seen the advertisements on a daily basis that said the same thing, so the guy was confirming the information. I asked him if car dealerships accept their warranty because I have a Range Rover and I only take my car to the dealer and he said they cover lots of luxury cars and this is not a problem. Carshield committed to me being able to take my car to the facility of my choice. Now, I need to use the warranty for a repair,. The Land Rover of Gwinnett said they do not accept Carshield. Carshield flat out lied about the being able to take my car anywhere. The contract says welcome to our family of vehicle owners that have the peace of mind and financial security of mechanical breakdown. I called Carshield and told them the dealer does not accept the warranty. Person one said they are not allowed to tell customers that they can take the vehicle anywhere. Another person said the repair facility has to be in their Network. The sales *** never mentioned anything about a network. It is not mentioned in the contract as well. It just says Repair Facility. The last person said I can take the car anywhere, but the repair facility has to be willing to accept the warranty. Ridiculous, I am paying for 19 months thinking I have coverage and can go to my dealer as I normally do based on what the sales *** told me because these cars are hard to work on. I want a full refund of all monies paid because they knowingly mis***resented in advertising and the sales *** just flat out lied. If my dealer will not accept the warranty, then I have no coverage. This is the facility that I used for 30 years. I looked at their Carshield network listing which I think is newly added to their website and no Land Rover dealers are listed. Please help me get a refund. Thanks.

  

  Business Response

  Date: 04/14/2025

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well. Unfortunately, your elected repair facility has chosen not to accept your coverage. This is clearly out of the hands of your administrator and CarShield.

  However, as an effort to resolve this matter, CarShield has refunded your contract in full and your contract has been cancelled. A check will be processed and sent ******* to the address that we have on file. We will email the tracking to the email you have provided. We are sorry to lose you as a CarShield customer. 

  -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:04/11/2025

  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 car shield service in May of 2020 - Contract #MRF3205501. This is my first claim with the company. It was difficult to find a mechanic who accepted Car Shield as they di nit update their listing. After finding a mechanic, i was informed a diagnostic had to be performed first then a call had to made to begin a claim although the problem was the electrical system which is supposed to be covered. Two weeks have gone by and my car is still not repaired as Car Shield is claiming there is a part of the electrical system that is not covered. My wife is disabled and our car is needed to get her to various appointments. Each time I have contacted the company in the past, I'm told they don't cover a particular repair. Electrical system, back-up cameras and other electrical/circuitry issues are supposed to be covered. Also because this is in limbo, Car Shield will not get me a rental car which is prominently proclaimed in ads.

  

  Business Response

  Date: 04/15/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns 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 Administrator has not received either a diagnostic or an estimate from your repair facility. 
  
  
  In order to begin a claim, your repair facility must submit over estimate for repairs and confirm coverage. On 4/3/25, your repair facility had contacted ******************** to inform that that they will "Get a Diagnostic and call back". There has been no further communication from your repair facility, and no concern's or mechanical failure's have been reported at this time. In order for any form of rental to be authorized, a claim must be in progress, and both a diagnostic and estimate must be received so that the repairs can be reviewed for coverage and claim be adjudicated correctly per terms of your vehicle service contract. Until this information is received, no authorization for rental may be permitted. 
  
  
  In order to progress your claim forward, please have your repair facility contact us via our claims department for more information on how to file a claim: ************.

  Respectfully,
  Customer Relations

  Customer Answer

  Date: 04/25/2025

  this issue has not been resolved.  it took car shield over a week to finally send someone to check the mechanic's diagnostic.  after finally checking, instead of okaying the work he has to go back to the office, type a report and then give an approval.  this more needless delay as our car has been at the mechanics for four weeks with no repair date or time in sight.

  

  Business Response

  Date: 04/28/2025

   

  If you have any additional questions or concerns regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may still have.
  

  Customer Relations

  Customer Answer

  Date: 04/28/2025

  Complaint: 23193544
  
  I have reviewed the business' response and am rejecting it because:  car shield suggested i contact customer **********************.  i have had a number of conversations with customer ********************** and nothing has been resolved.  the company claims i can get a rental car but it has taken over four weeks for them to offer the car and it's only for two days.  in addition, the rental car reimbursement is for less than the cost of renting.  as of tomorrow, my car has been at the mechanics for five weeks.  i could have built a car in that amount of time.  i have no date as to when this process will end and my car returned hopefully repaired.
  
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/29/2025

   

  As stated in our previous response, YOU NEED TO CONTACT YOUR CONTRACT ADMINISTRATOR, AMERICAN AUTO WITH QUESTIONS AS TO THE STATUS OF YOUR CLAIM.  They can be reached at ************. 

  CarShield can explain the terms of the contract to you but ******************** makes all claim decisions. If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here:  **************************************************

  Customer Relations

  Customer Answer

  Date: 05/03/2025

  Complaint: 23193544
  
  I have reviewed the business' response and am rejecting it because:
  
  now we are being told the backup camera can't be fixed without additional funds because it is part of the radio system.  isn't that part of the electrical which is supposed to be covered?  i have contacted customer ********************** many times with no resolution in sight.  i would like definitive answers from someone in charge.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/11/2025

  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 April 3, 2025, I took my vehicle in to a repair shop for an oil change. The shop name is Bing's, located in ***********, **. While doing the oil change and performing a routine vehicle inspection, the shop called me to let me know that I need new brakes, rotors, and calipers. At this time, I asked the shop to start a claim with CarShield for the calipers, as calipers are covered under the contract. The brakes and rotors are not. Bing's reached out to CarShield on 4/3/25, and were unable to proceed with the claim due to a 'legal lock' on my account. At this time, I had to make a decision to proceed with the work on my vehicle. I called CarShield right away, but the contact person that I was advised to call was no longer working for the company. I was provided an email address, but no phone number was able to be provided. I then emailed the legal department and was able to have the 'legal lock' removed. At this point, the vehicle is no longer at the shop, but I would still like Bing's to start a claim for the calipers. Bing's calls CarShield at my request to begin a claim, and the claim is denied due to rust being present on the vehicle - which CarShield then 'spins' into rust being the cause of the calipers failure, which is not accurate or honest. The claim is denied before it is started. This is the exact same method CarShield used on me last time. Deny, delay and deny. I no longer understand why I have a carshield policy. If I cannot file a claim due to a legal lock, then why did I pay for a policy? If nothing is covered due to rust being present on a vehicle, then why do I have a 7 year policy? I live in *********** - ************* to be precise. If rust is going to be dishonest factor in denying claims, then do not sell policies in ***********. At this time, I would like my entire policy refunded in full. The policy offers no coverage, therefore I should be obligated to make no payments. Can't have it both ways.

  

  Business Response

  Date: 04/14/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address you concerns 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"). 
  
  
  Upon review of your file, it was discovered that your repair facility had initially called in to report both the rear brake calipers were seized. The cause of failure was identified to be rust located within both the pistons and the pins, and ultimately causing the brake calipers to seize. As stated within your contract, failure due to both corrosion and rust are deemed excluded failures, and would not be eligible for coverage per the terms and exclusions of your contract. A more extensive list of terms and exclusions may be located within the "General Exclusions" section of your contract.
  
  
  CarShield has no contractual obligation to refund you for repairs denied due to rust or corrosion. Nevertheless, as an effort to resolve this matter, Carshield is willing to provide you a one time refund of $1920.55 for contract(s) ABF3241466 upon the execution of a settlement and release agreement. This would equate to a full refund minus claims paid. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Customer Answer

  Date: 04/21/2025

  I will be sending an email to accept this response for a one time payment. Please keep the case open until this is resolved. 

  Customer Answer

  Date: 04/21/2025

  Please see attached email response to accept offer from car shield for a one time payment and to proceed with drafting of settlement document. 

  Customer Answer

  Date: 04/21/2025

  Ok to accept resolution pending payment referenced in attached document. Thank you. 

  Customer Answer

  Date: 05/13/2025

  My complaint has been satisfacorily addressed.