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:04/02/2025

  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.

  Car shield called me 10 times today. Twice I called them back to ask to be removed from there call list. After that my phone blew up every hour. I tried to answer but no one would pick up. When I called the multiple numbers back it said it was disconnected. This is a predatory service. They said they would remove me from there call list instead they blew my phone up.

  

  Business Response

  Date: 04/02/2025

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

  Based upon our records, we have not contacted you past your cancellation date of 11/05/24. The numbers you have provided as an attachment are not registered as CarShield numbers. CarShield is the biggest provider of vehicle service contracts in the ** and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. We have added the phone number provided into your complaint to our do not contact list as of 4/2/25.

  Respectfully,
  Customer Relations

   

• Initial Complaint

  Date:03/31/2025

  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 3 years or so ago. I advised the salesmen about the car I purchased. I have car trouble car shield denies my claim, cancels my service and advises I didnt have the right plan. After I was sold this plan and was advised I was covered. No responsibility taken from the company on what their workers did.

  

  Business Response

  Date: 04/02/2025

  CarShield has reached out to this customer, andare actively working toward an amicable solution for both parties. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/31/2025

  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.

  Absolutely a horrible company. Did everything to not cover a claim. The engine needed replaced and claim was denied although the contract I have was to cover engine

  

  Business Response

  Date: 04/02/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the 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  RF initially called for replacements of the camshaft, lifters, and rocker arms, and your administrator has authorized these items for repair. After completing the  repairs, the repair facility called in advising there were still running issues with your vehicle. The repair facility reported low compression on one cylinder and as well as leak down testing that the repair facility stated were blowing back "through the valvetrain" and thinks there may be damage to a valve seat or a cracked cylinder head. 
  
  
  Your vehicle service contract provides a wide variety of coverage for many of your repair needs. However, neither of the aforementioned failures would be coverable as the valve seats are deemed a component not listed for coverage and damage to the cylinder head was not due to the failure of an internally lubricated component. As such, the repair facility did not report damage that would qualify for coverage, and would thereby be ineligible for the claims process.
  
  
  CarShield has no contractual obligation to refund you for claims that exceed the liability/obligation of your VSC. Your current authorization to your repair facility will stand. However, as your past and current claims have been authorized for over $10,000.00, far exceeding what has been paid into your contract, there will be no further refund due. 

  Respectfully,

  Customer Relations

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Greetings! I purchased Car Shield April of 2019. I had an accident with the car that I purchased car shield for. So in July of 2019 I purchased another car and contacted car shield to give them the info of the car I presently own. On March 25, 2025 I contacted car shield to file a claim about my car. On March 28, 2025 I received a call from car shield stating that I have a salvage title and that they had to speak with upper management to see what would be done about the situation. March 31, 2025 I called car shield and they stated that they were canceling my coverage and that I would have to wait a waiting period and that I could purchase car shield again and pay more for a salvage title car. I didnt know that my car was a salvage car when I purchased it in July of 2019. Ive been paying car shield for this car which is a **** edge 2010 model car. Car shield knew long before now that this was a salvage title and didnt contact me about it. From August of 2019 to March of 2025 which is 68 months of payments. That amount to over $6,732 they have taken in payments for this type of insurance. Now with me finding out this information. *** lost my money for years of payments that amount to nothing from car shield. They havent come to no kind of restitution about what *** paid them over the years. I had to pay an auto mechanic $643.33 for issues that have arose with my car. Which is taking from my mortgage payment. Im asking for my $6,732 back. Because they took my money and new there was a problem with my title and didnt tell me.

  

  Business Response

  Date: 04/01/2025

  We have reached out to Ms. ******* and have come to an amicable resolution for both parties. 

  -Customer Relations 

  Customer Answer

  Date: 04/14/2025

  Complaint is resolved thank you for your assistance.

• Initial Complaint

  Date:03/31/2025

  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.

  When I signed up it was a quick sale, aggressive sales technique that just wanted the sale over giving details. I was originally asked details about car, told I qualified for a gold program and no further details. I made a claim and was denied because I was told I didnt drive enough. I was only told that I had to wait a certain time period, never told had to drive a certain number of miles. I have been paying a premium since 2023. I feel this is a deceptive selling practice and didnt fulfill what was promised

  

  Business Response

  Date: 04/02/2025

   

  We have reviewed the initial sales call and you were informed of the waiting period on your contract 16 minutes and 49 seconds into the call.   The waiting period is also listed in your attached contract. 

  As a resolution, CarShield will refund your last 6 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

• Initial Complaint

  Date:03/29/2025

  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.

  After purchasing our car they offered me a ****** mile warranty for 5 years whichever comes first. Another warranty dealer offered me ******* miles and 5 years for the same price. When I told them that they came back with ******* miles offer and 5 years or whichever comes first for $1693.00

  

  Business Response

  Date: 03/31/2025

  Based upon the review of  your file, you have purchased your Vehicle Service Contract in 2020. As you have had your contract for nearly five years, there is no way to change the terms of your contract.  If you wish to cancel your contract, please email *********************************************************. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/29/2025

  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.

  Car Shield Contract #: MRF4773301 Start Date: October 24th, 2023 I have had a vehicle service contract on my current vehicle with Car Shield going on two years this August, and have had another service contract on my previous vehicle so, I have been a loyal long time customer for a few years combined, and it seems that EVERY SINGLE TIME my car needs a repair Car Shield denies the claim citing that the parts and/or repair is NOT COVERED. I currently have the PLATINUM tear plan and have been paying $159.00 per month since August of 2023, and I am now for the first time having to use the warranty for a repair to which Car Shield has denied. Doing the math for the time that I first started the warranty on this vehicle, I have paid well over $4,000.00 into it. I just had a repair completed at my local ********** dealership and when the advisor called Car Shield they told him that none of the repairs were covered so, I had to pay almost $1800.00 out of pocket. I also submitted reimbursement claim from a past incident that states in their contract as a covered repair, and after a couple days I found out that it was also DENIED. The business practices of Car Shield are criminal in my opinion made up of false and misleading advertising and they pray on the week and vulnerable. To me thats unfair and dishonest. As a resolution, I would like a full refund of every ***** I paid for this contract which is ($4799.70) since they have not paid out a single dime in claims which I feel is absolutely fair solution to me as a customer.

  

  Business Response

  Date: 03/31/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the 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 both your Turbocharger piping and oil return hose concerns were reported on 3/24/2025. Your Vehicle Service contract provides a wide range of coverage for many of your vehicle's repair needs. However, both the turbocharger piping and the oil return hose are deemed a components not listed for coverage, and would therefore be ineligible for coverage per the terms and exclusions of your VSC. 
  
  
  Finally, it was discovered that the cause of failure to your oil pan was due  stripped threads that would have occurred during an oil change. As stated within your contract, damaged caused by negligence/improper repairs would not have coverage per the terms of your contract and would not qualify for a reimbursement based on the cause of failure. A more detailed explanation of terms and exclusion may be located within your VSC.
  
  
  CarShield has no contractual obligation to refund you past the thirty day ***** period that is provided to all customers to review whether the contract will fit their vehicle repair needs. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you eight monthly payments for contract(s) MRF4773301 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: 04/01/2025

  Complaint: 23133645
  
  I have reviewed the business' response and would like to propose a counter offer of twelve months of payments @ $159.00 totaling $1908.00 considering I have paid a total of thirty months to date @ $159.00 which totals $4770.00. 
  

  I feel this proposal would be somewhat fair for me as a customer. 
  

  If we can agree on that proposal as a solution then we can proceed with the signing of the document immediately. 
  

  Thank you for your response, and understanding in this matter, and I look forward to hearing back from you. 
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/02/2025

  We have reached out to the customer and both parties have reached an amicable resolution via a settlement and release agreement.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The business has reached out to me, and we were able to reach a satisfactory settlement for this matter. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/28/2025

  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 CarShields Silver (Powertrain) coverage plan in February 2024 for my 2009 ***** Civic, based on verbal assurances from the sales representative that the policy would cover my engine, transmission, and axle. At no time was I informed that only select components within these systems would be ********** March 2025, my vehicle required repairs to the transmission system, including the transmission inline filter, spool valve, resealing the breather cover, valve cover gasket, and a transmission fluid flush, due to a leak. The total cost of the repair was $3,191. When I submitted the claim, I was informed that only a portion of the bill would be covered, and several parts were excluded from coverage. These exclusions were never mentioned during the sales process and were only visible in the fine print of a contract that was sent after my enrollment and payment had already started.I believe this is a case of misrepresentation and deceptive business practices. I was sold a plan under the belief that it would protect key drivetrain components, and now I am left with an expensive repair that CarShield refuses to cover in full.

  

  Business Response

  Date: 03/31/2025

  We have been informed that a member of the claims escalation department will be reaching out to you shortly in efforts to resolve this matter. 

  -Customer Relations 

• Initial Complaint

  Date:03/27/2025

  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 warranty from them roughly 2 years ago I paid $119.99 a month for a silver plan. I have paid them around $3,332 this far. This week I had an issue with my vehicle with a part that was supposed to covered by the warranty. The shop they referred me to wants to charge me $89. I am being told on the phone that they may not cover any of the repair cost even though it is a part covered by the silver plan I purchased . I want all my money back since I am not assured coverage for what I purchased. If they won't for

  

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention and we appreciate the oppurtunity to address your concerns.
  CarShield  requested that the Administrator of your Vehicle Service Contract, ********************, examine your file based on the complaint you have provided. Your file was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that no claim has been started, as no estimate has been provided.
  
  
  In the event of a mechanical breakdown, you are to present your Vehicle Service Contract to the repair facility and call your administrator at ************ or ************ to report your vehicle breakdown, or you may file a claim online at *****************. Next, you will need the repair facility to provide your administrator with a written estimate of repairs, detailing all necessary vehicle information as outlined within your contract. Your administrator may request for you to provide maintenance records in the event of a claim to determine coverage eligibility. Your administrator will confirm the coverage and the covered repair costs with the repair facility according to the terms of your contract. Your administrator will issue a claim number for reference during the claims process.
  
  
  Your repair facility has called in to report a breakdown, but has not provided an estimate as outlined within your contract to formally begin a claim. CarShield also has two varying locations in which your vehicle has been located to reside during its breakdown. In order to progress your claim forward, you must follow the steps as outlined within your Vehicle Service Contract. No claims will be paid without prior administration. However, if you wish to cancel your contract, CarShield is willing to provide you a refund of eight monthly payments for contract(s) MRF4433739 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: 04/05/2025

  Complaint: 23126081
  
  I have reviewed the business' response and am rejecting it because: Car Shield agents on the phone told me on multiple occasions I had to have my vehicle diagnosed at one of their network mechanics. Their referred mechanic facility Meineke told me I had to pay to have my car diagnosed by them and Car shield told me that I would be responsible for the diagnostic it's on me. Not to mention I was told numerous times that my repair may or may not be covered. It was an obvious transmission power train issue which is supposed to be covered by the plan I purchased. When I bought the plan my only cost was supposed to be the deductible. On multiple  recent occasions I was being told that I may be responsible for the repairs and if it takes a certain amount of overtime I would be responsible  for that as well.  So my costs of the monthly premium was for what? I am being told that it may or may not be covered even if the transmission is  issue. The van was not shifting normally the agent was told this as was the ******* I spoke with.  What have I been paying for? I wasn't  paying for a maybe. Not to mention I have to pay to even have my vehicle diagnosed? I do not trust this company. I want my money back I paid a lot of money and was not paying for a maybe. I could take it have it diagnosed be out that cost then still have to pay for the repairs. I just want my money back.
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/05/2025

  I was unable to read the full message but I think you could offer more than 8 months refund you haven't rendered any services to me. Even if I was willing to accept how could I be assured i would even get the 8 month refund?

  

  Business Response

  Date: 04/07/2025

   

  Ms. ******,

  The settlement agreement you would sign would also be signed by CarShield and would be legally binding. Once signed, we will issue a check with tracking so you can track the check to your house. 

  We see that you have already disputed 6 monthly payments and you were credited those payment back on 3/28/25. CarShield then offered an additional 8 payments. There will be no additional offer. 

  Customer Relations

  Customer Answer

  Date: 04/08/2025

  To clarify the offer is 8 months refund from carshield?

  Customer Answer

  Date: 04/09/2025

  The monthly payments were $119.99 so on top of keeping the 6 months that you allege my bank credited me I will need those additional 8 months at $119.99. 

  Customer Answer

  Date: 04/10/2025

  Carshield claims I got 6 months back through my bank. I spoke with my bank and they stated Carshield trying to get back anything credited to me

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  As long as I actually get the check for 8 months.
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty through CARSHIELD.2 months later I had to cancel the coverage. HUGE MISTAKE. Since that day I have been harassed DAILY with SCAM LIKELY calls from CARSHIELD OR THEIR WORKERS in an attempt to woo me back into their RIDICULOUS program with those overinflated prices. The call come from a myriad of numbers which I block daily. Their approach is worse than a used car salesman.

  

  Business Response

  Date: 03/28/2025

  We have blocked your number, as well as added you to our no contact list for mailers. Please allow seven days to process. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 03/28/2025

  Complaint: 23123937
  
  I have reviewed the business' response and am rejecting it because: The harassment was relentless and ongoing. I stated in my original complaint what resolution I wanted.  I WANT A WRITTEN/TYPED APOLOGY WITH REASON FOR THE APOLOGY. Mailed to my address.  The extremely HIGH PRESSURE, BULLYING,  HARASSING NATURE of the calls had me anxious to answer the phone I PAY FOR!
  
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/31/2025

  Thank you for your assistance. 

   

  I will use my call logs to further demonstrate the ruthlessness of this company.  The sheer amount of calls, the relentless of this"company" is absolutely DISGUSTING! Disguising phone numbers, leaving UNSOLICITED &UNWANTED  VM because they are blocked after I said no thank you repeatedly. This deserves an apology! Not an AFTERTHOUGHT to finally stop harassing me only after THE BBB got involved. This seems a clear message that's it's acceptable to harass consumers simply because they cancel services.