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:04/11/2025

  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. 

• 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.

  April 10 2025 at 3:30..we was the most helpful telling me what was going on with communication wit ten and service garage about a dispute between them and Team ******, on my auto. 2015 Nissan Rogue. Its about parts engine (used). New transmission. Transfer Case (used).....My problem was about the communication between service manager at team ****** and car shield communications between ********* ****** is telling me different than what carshield says. I believe CAR SHIELD. However, I need for car shield to send the communication I had concerning MY VEHICLE, and the problem on changing seals in the Transfer Case. I agree with carshield, its Team ****** problem. But I cannot approach **** at Team ****** that they are lying to me, unless I can get communication between myself and carshield on their communication with **** at Team Nissan.That is the only way I might get them to do the right thing on my auto.Also, I'm getting an attorney, and Car Shields communication with me on what **** was told about my auto to win m case.Thats my only complaint with carshield......

  

  Business Response

  Date: 04/14/2025

  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 ("***"). 

  
  Upon review of your file, it was discovered that your claim (2600950) was authorized for a engine, transmission and transfer case using your repair facility's supplied parts carrying a required 12/12 warranty per contract requirements. Your current claim submitted for leaks coming from the transfer case will fall under the repair facility warranty as they supplied both the parts and labor. The *** liability for this repair has been met and no further authorizations will be made as the liability of these repairs would fall upon your repair facility per the warranty that has been supplied.  
  
  Additionally, as a company standard, CarShield does not release records or calls without a submitted subpoena. If you wish to hire an attorney, please have them contact us at ******************************* with the supplied subpoena to obtain these records, and we would be happy to release these items.
  
  
  Respectfully,
  Customer Relations
  

  
  

  Customer Answer

  Date: 04/14/2025

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

• Initial Complaint

  Date:04/10/2025

  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.

  04/10/2025 I have been covered with car shield for 11 months now paying $150/mo totaling around $1649.89.After many promises during my initial sales call that any repair needed would be covered. I even got the sales *** to say if youre transmission or engine are to fail, CarShield will pay for the ***lacementWell , 11 months later , my transmission decides to go out and I made a claim. I now have video evidence of CarShield coming to the shop, walking around the truck and leaving, no test drive nothing. 9 days after finally looking at the truck, I get a call from the mechanic shop! (Not even CarShield!!!!) stating the hat CarShield is now going to be canceling my policy and will not be paying for the repairs because my truck has a 3 inch lift kit and the tires are 7% larger than ******** truck has a 2 Bilstein leveling kit , no lift, no extra leaves , just a 2 leveling ****** truck also, has STOCK **** wheels with 31 tires, which when you look up my truck and get the window sticker, you will see that 31 tires of an option **** offers!!!Do not use this company under any circumstance, when calling to fix all this and being told to F off, the customer ********************** girl decides that maybe we should just sign up for a new policy once the truck is finished what a joke.

  

  Business Response

  Date: 04/15/2025

  We have been informed that a member of the CarShield legal department will be reaching out to resolve this matter shortly.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/10/2025

  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.

  Needs a new engine. They were told this from very beginning but they wanted bare minimum done so when the parts didnt fix the problem and mechanic called and told them this and needed a new engine they refused and are trying to say I ran it low on oil which I did not do! I checked oil all the time even when light did not come on and I had oil changed when it was due! I want car shield to do right by me and replace my engine like they should have done in first place! We need this car to get me to dialysis 3 days a week and they have had my car since December 2024! My daughter has had to take someone to work so we could borrow their car to take me to dialysis and we cant do that much longer! We are both disabled and we rely on car shield to do their job! You can talk to ******* auto service @ ************ and he will verify my story that it needed an engine from the very beginning. His name is ****. Please help. We have been paying carshield for years

  

  Business Response

  Date: 04/14/2025

  We have been informed that a member of ********************(s) ************ department specialist will be reaching out to you to help resolve this matter shortly.

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:04/08/2025

  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.

  I have contacted car shield to cancel my contract well within the 30 day period.They have said they sent an email about the cancelation 3 times which I did not receive any emails because they didnt send any emails of cancelations .I got 3 different answers how the emails are processed 2 telling me the emails were sent and one customer ********************** telling me it takes 24 hours which all there lies have past including the 24 hours.I have no other problems receiving any other car shield emails which proves they are not sending anything in writing it was cancelled or a refund will be issued..They are very rude and indignant that you want to cancel until they finally said they will cancel my account and issue a refund which still has not been processed and I see a lot of complaints that 30 days pass and no refunds.I want my money refunded my contract number is MRF5352596 with all the complaints with Carshield someone needs to stop this company from ripping off people

  

  Business Response

  Date: 04/08/2025

  We have cancelled your contract, and a refund will be processed within 7-10 days. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been paying for Carshields Platinum level coverage for over 2 years, over $100 a month for a 2020 vehicle that had roughly ****** miles on it at the time we started coverage. The engine started showing signs of failing almost two months ago now, after about 3 years of pre-owned ownership at about ******* miles and was brought to my local mechanic where the vehicle has been sitting since February 2025. My mechanic has gone back and forth with Carshield with photos, videos, compression tests, estimates, new estimates, and yet still Carshield keeps asking for further breakdown to explain the part numbers and breakdown of the work to be done. The invoice is for under $2,600. Ive also laid out $300 for a weeks worth of rental and $100 towards a diagnostics fee. Carshield is refusing to give my mechanic the approval so that I could have my car fixed and returned to me, as I continue to pay my $100+ a month for my vehicle I no longer even have access to. I feel like I have been taken advantage of and that Carshield is not living up to its advertisements, again. We have two cars covered with you, one with Diamond coverage and one with Platinum (Over $4000 spent on Carshield) and the most Carshield has ever had to cover in 5 years is two battery jumps. Carshield wont even replace the engine, just a cylinder head (which my mechanic does not even consider a good long term solution) but they wouldnt even consider the extra $1,500 expense to put the other engine with only ****** miles (a more suitable long term fix and solution) they only consider the cheapest possible solutions apparently, and I dont even know what it takes to get that done.

  

  Business Response

  Date: 04/08/2025

  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 American Auto Shield, 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 marked inactive due to the lack of an itemized estimate needed to progress your claim forward.
  Upon review of  your file, it was discovered that your repair facility has failed to provide  a complete, accurate, and fully itemized estimate. This has been requested on numerous occasions by your Administrator. What was sent in, and also included with the complaint, has multiple line items listed but no part numbers. A completely itemized estimate must be reviewed/entered into the claim before a claim decision can be made.
  
  
  If a proper estimate is received and submitted to the claims department, the claim can move to the next step(s) towards claim adjudication. However, if you wish to not move forward with your claim, CarShield is willing to offer you a refund of five monthly payments for contract(s) MRF4478305 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: 04/10/2025

  Complaint: 23164326
  
  I have reviewed the business' response and am rejecting it because:
  
  Please see new invoice from mechanic and if any information is still missing, please be specific with what exactly is missing, thank you.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/11/2025

  Mr. *****,

  Please update the provided estimate to show the oil change being "itemized" in which it is broken down to include the cost of labor, the cost of the oil, and the cost of the filter.

  Respectfully,

  Customer Relations 

   

  Customer Answer

  Date: 04/11/2025

  Complaint: 23164326
  
  I have reviewed the business' response and am rejecting it because:
  

  Please see attached estimate, I would like this resolved promptly. Thank you.
  
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 04/15/2025

  I have sent in several invoices about my oil changes. 

  Customer Answer

  Date: 04/15/2025

  This is the invoiced itemized the way CarShield has requested and was submitted on Friday April 11th. I am now resubmitting it for the second time, after you have had to re-open my case which was prematurely closed only because I called in to understand why you have closed it. Please confirm you acknowledge this is an updated invoice that includes the latest information CarShield has requested.

  

  Business Response

  Date: 04/16/2025

  Mr. *****,

  We have been informed that a member of the CarShield legal department has reached out to you on 4/16/25. Your estimate has been deemed to contain the necessary details needed for your claim. Please forward a copy of your estimate to ****************************** so that your Administrator may review these items and proceed with processing your claim.  

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/04/2025

  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 had put in a claim for a A/C problem with my car which was quoted $1,600 to be replaced cardhieks never even offered half the cost . I called to complain and cancel my policy and they still kept charging me $150 a month for 5 months after as I was in hospital and when I called the guy I spoke with said he had received three calls from me but not to cancel just to complain and this was a lie why would I call to complain but still kept paying ???? They are thieves and they take advantage of people knowing they will never honour what they say they will do and keep charging people

  

  Business Response

  Date: 04/04/2025

  We have reviewed the calls on file based upon your complaint provided. As of 4/4/25, the only record of a cancellation request we have received was on 4/3/25 in which you have officially cancelled your account. Your contract has paid out $669.82 toward your claims. CarShield is under no contractual obligation to refund you past the 30 day, money-back guarantee. In consideration to your claim payout, and the chargeback we have received on your account, ********************** will refund one monthly payment back to you. Please allow 7-10 days for processing.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/04/2025

  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 March 15 my car broke down in ******** I call carshield because was car problem I was tow to a shop from their website and shop wasn't open so I rent a car that I pay from my pocket to get back home then I call carshield on Monday to tell them about the car and I need a rental but for the rental I had to wait until they approve it and they approve it on Wednesday after they discussing my car to the shop and it was transmission problem carshield it took over a week to tell me what the shop would do and according to them I have to pay over $7000 plus my deductible while they will only pay 700 for that and I told them I only supost to pay my deductible that is ****************************************************************************** their advertising about they pay part and labor they are a bunch of scamers

  

  Business Response

  Date: 04/07/2025

  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 provided pictures of the valve cover leaks, the cooler line leaks, and the inside of the transmission pan of your vehicle. The valve cover and cooler line leaks were verified and appeared to be long term based upon the assessment of the images provided. The inside of the transmission fluid pan was found to show sludge and other debris. The repair facility also advised there was no transmission fluid in the pan when it was dropped as well as a lack of  fluid showing on the dipstick.  
  
  
  As stated within your contract,  breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion, foreign objects, dirt, dust, liquid, cracked rubber and/or neoprene parts, dry-rot, road chemicals, lack of proper fluids or use of additives or fuel grades not recommended by the manufacturer. As your transmission was found to lack the proper fluid for safe maintenance for an extended period of time through continued operation, it was denied for the claims process. However, partial authorization for both the valve cover gasket replacement and transmission cooler line replacement will stand.
  
  
  CarShield has no contractual obligation to refund you for repairs that were denied due to improper fluid and continued operation. Nevertheless as an effort to resolve this matter, CarShield is willing to provide you a one time payment of $600.17 upon the execution of a signed settlement and release agreement and a waive of your authorization to the 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: 05/06/2025

  I disagree first I didn't put the wrong fluid second my car was in the shop prior and car shield was there inspected they only approve a part tgat wasn't much ***** the rest and there premium so I didn't fill the wrong and the transmission didn't have any fluid because it leak on the highway while I was driving and didn't have any warning until I pass **********, ******** from ******* , *******;

  

  Business Response

  Date: 05/06/2025

   

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

  ******************** has already authorized $944.34 in previous claims which is more than you have paid into the contract, therefore there is no refund due. If you would like to accept the previous offer, please email *********************************************************.

  Customer Relations

  Customer Answer

  Date: 05/12/2025

  Complaint: 23160309
  
  I have reviewed the business' response and am rejecting it because: so they said they will give me over $900 instead of fixing my transmission so their advertising was a totally lie but when I was paying they didn't said anything I was paying for a service im out of car they only pay 2 weeks of rental I been out of a car for almost 2 months I been renting a car from my.own packet waiting so who will reinvers the money and carshield still taking my premium so I refuse the 900 and I want my car fix 
  
  
  
  Sincerely,
  
  ****** A *****

  

  Business Response

  Date: 05/12/2025

   

  The decision on the claim will not change.  We have offered the authorized amount $600.17 for the current claim and have already paid out more than you paid in for previous claims. If you wish to accept our offer, please email *********************************************************. 

  If you wish to pursue this dispute further you are welcome to do so, but please be aware that we will defend our denial and will provide evidence of long terms leaks and sludge with the pictures submitted by your repair facility, both of which  are specifically listed and excluded from coverage in your contract terms and conditions. 

  Customer Relations

  
  

  Customer Answer

  Date: 05/15/2025

  Complaint: 23160309
  
  I have reviewed the business' response and am rejecting it because:
  

  I read what carshield said about the leak and stain of leak yes there are old leak stain that why it was on shop previously and carshield know about that they have picture of the leak that why was on the shop and mechanic submitted what was wrong and it was fix stain of the leak never was clean
  
  
  
  Sincerely,
  
  ****** A *****

• Initial Complaint

  Date:04/02/2025

  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 CarShield in November of last year since my warranty expired on my Vehicle in May of 2024. My vehicle started acting up in March of this year. I took my vehicle for a diagnostic on March 4th. I was told the vehicle needs a new engine. I submitted all the required documents that Carshield required which were all of my oil change receipts. I was told the engine was covered under my warranty. But when the so called inspector came to inspect the vehicle I was told the claim was denied due to the part not being covered the part was the *** cooler. I paid for this warranty for months and lost money and there was no compassion. I am still paying a car note for this vehicle and it is not drivable. Even the mechanic at the shop said that thsi is the reason that no one uses Car Shield anymore.

  

  Business Response

  Date: 04/03/2025

  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"). 
  
  CarShield provides a wide variety of coverage for many of your vehicle repair needs. However, items that are not listed for coverage are not eligible for the claims process, and would not be eligible for repair/reimbursement. Upon review of your file, it was discovered that your repair facility reported the initial cause of failure to your engine to be the ***** cooler.  Any component relating to the repair of your engine not defined or listed in ENGINE MECHANICAL (Gas or Diesel) Section a, coverage is deemed excluded from coverage. As the *** cooler is a component not listed for coverage, it would be deemed excluded per the terms and conditions of 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 refund you in full for contract(s)  MRF5255054 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: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am no satisfied with this resolution.  It is putting my family and I in a tough situation. This vehicle is a family car I have a son with special needs and he needs to gone to multiple appointments I am also still paying this vehicle off and now have to find money for a new engine as well as the other issues that arrived from this. But I am backed in to a corner and I guess I will have to accept the offer. 
   
  Sincerely,
  
  Aveance *****

• Initial Complaint

  Date:04/02/2025

  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 bought the *************** coverage on 9/6/2023 for my 2019 F-150 at a cost of $134.16 per month. In June, I noticed a problem with the transmission and took the vehicle in to ****. On 6/27/2024 my service advisor received an email from CarShield requesting service records and pictures. CarShield sent an inspector 2 or 3 times to look at my vehicle and take pictures in the following months (I would have to leave my truck at the shop for a couple of days). Finally, in September, **** said I could drop my truck off so they could provide CarShield with more in-depth diagnostics and pictures. Through the months, I kept in contact with my service advisor frequently, asking for any updates. I never received any calls from CarShield during that time. Sometime in February of 2025, my service advisor told me he got the okay from CarShield to proceed and I would finally get my truck back. Around 3/6/2025, I recieved a call from ****** ******, a claims adjuster for American Auto Shield, stating issues with some pictures that my service advisor uploaded and was planning on denying my claim. He mentioned that if the repair wasn't so expensive, he would have no problems approving. I told him that the vehicle and transmission was still in the shop and he could send inspector if needed. CarShield proceeded to deny the claim and was not interested in sending anyone, it seems they just used the pictures as an excuse to deny the claim because it was expensive. I spoke with customer ********************** and several supervisors in an attempt to get resolution for a legitimate claim, to no avail. I kept being told that I had to work it out with ****. I was promised that CarShield had me covered and I paid monthly premiums for 18 months. All I got for the $2,414.88 I paid CarShield was empty promises and 7 months without my truck. They sold me a false sense of security. They could at least refund the premiums I paid to actually help me with getting my truck fixed.

  

  Business Response

  Date: 04/03/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns in a timely manner.
  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". Upon review of your file, it was discovered that your elected repair facility completed work on your transmission without prior authorization and this was confirmed by a third-party inspector. Additionally, it should be noted that the repair facility refused to provide information regarding the cause of failure and a full estimate in a timely manner for your claim. At one, point the claim was inactive for almost 6 months due to the repair facility repeatedly ignoring ********************'s request of the information needed to progress your claim forward. The delays associated with your claim are clearly out of your Administrator's hands, as active attempts were made to progress your claim forward. As stated within your contract, your VSC does not compensate for the inability to retrieve your vehicle due to delays caused by your repair facility.
  
  
  Furthermore, ******************** has reasonable suspicion that your repair facility has submitted pictures from the internet of a transmission pan drop that wasn't even from the same model vehicle/transmission type as your vehicle. The repair facility also presented at least one of those same pictures to the third-party inspector that was utilized for your claim. 
  
  
  CarShield has no contractual obligation to provide you a refund for claims that were not authorized by your Administrator. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a refund of nine monthly payments for contract(s) MFF4788241 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