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:03/21/2025

  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.

  My car was in storage due to it had broken down and I had been under warranty since 11/13/2023. I contacted Car Shield on or about February 10, 2025, they told me to take it to one of their shops they sent me a list, so I took it to **** ****** ****** in ******, **. Car Shield sent information to ****** and they said it was the transmission needed to be replaced. Carshield told them to fix it and they gave me paperwork that all I needed to pay was the $250 deductible when it's ready. ****** put new transmission in and it's ready to be picked up but Car Shield do not want to pay for it now. I have been calling Car Sheld every day for the past weeks, and they keep giving me the runaround. I would like to get my car or my refund for the money I paid over a year to Car Shield which was $189.99 each month since 11/13/2023. They are asking me for receipts for maintenance and I told them I change my oil and filters, and I never kept receipts the car is a 2005 ****** Murano. My car is under warranty with them and they still auto drafting the payment from my account. I need help getting a resolution either getting my car since it is repaired or all my money back from Car Shield just in a limbo now. The car has been fixed for over two weeks now and Car Shield is giving me the runaround. Thank you.

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic. Your claim is currently holding due to no records being provided. Your claim was called in 4 days past the waiting period and there has been no tow record submitted to show how and when vehicle arrived at the repair facility.  The inception mileage cannot be proven to be correct and there have been no service records submitted for the prior 12 months to verify the current mileage and if your vehicle did indeed meet the waiting period requirement.  The claim was started 1/3/2024 and went inactive 2/16/2024 due you being incarcerated and unavailable to provide needed documentation for claim. 

  On 12/20/2024 claim was restarted your repair facility. Neither CarShield or ******************** gave authorization for any repairs on your vehicle. On 2/18/2025 RF checked coverage on cat converter which is not listed for coverage under your contract terms.  The inspection report from 2/27/2025 showed multiple long term pre-existing concerns for oil leaks, broken belt, failed cv axle boots and tie rods and rust on rotors cobwebs all consistent with vehicle sitting for a long duration. After battery replacement,  the transmission was verified as failed with associated DTC which were stored as past codes.  You have been asked several times for service records to prove mileage and maintenance but *** has received nothing. Your claim will remain inactive until verifiable service records are sent in to prove mileage verify waiting period requirement was met and vehicle eligible and maintenance performed.

  As a resolution, CarShield will refund your payments in full 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

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I would like to be fully refunded for the 18 months in the amount of $3039.84.   
   
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car shield told me that my deductible would be $50 each time. Ive had three repairs has been way over the ***** My latest one was$647. The next after that was $235 and the first time I had something done it was 100 and some odd dollars Ive never paid the $50 that I was promised it was just my deductible. No one in ********** would take car shield so I had no other choice but to take it to the dealership who did accept us car car car, shield representative accused the dealership of up in there prices I was on the phone still at the time this whole deal was goingdown and nobody fought for me as a customer ******************** only wants to pay the bare minimum of what is posed to be fair this is not fair when they repeatedly always say your deductible is only gonna be $50. This is so wrong and not right I want money back. I pay them 80 some odd dollars a month and I get this of a steal a large bill of repairs. This is fraud. The *************** about fraud and abuse. This is sanctioned to be one I always keep asking for a supervisor and no one reaches out to contact me. This is ridiculous. I think Im also exercise my rice and report this to the Ohio Attorney General, or the in general in general. I cant say the customer ********************** was not good. Customer ********************** tried a best but when it escalated up to another supervisor, they have a bad attitude, especiallyAriel. My car has been out of commission for four days and I had nowhere in a car as promised because the dealership could not get in with car shield. They refuse to call the dealership and the dealership refuse to call car shield so once again I was placed in the middle of havingto take off work to straighten out this matter for four long days. Basically, I did their jobs for them and need to be in reverse for as well.

  

  Business Response

  Date: 03/24/2025

  We have been notified that your administrator, ********************, will have a legal claims adjustor reach out to you shortly in efforts to address your concerns. 

  Respectfully,

  Customer Relations 

  

  Business Response

  Date: 03/24/2025

  We have been notified that your administrator, ********************, will have a legal claims adjustor reach out to you shortly in efforts to address your concerns. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January, I purchased a repair policy with Car Shield Insurance/AutoShield for my vehicle, which is $129.99 per month. On 3/13, I submitted a claim, explaining what the repair shop told me what was wrong with my vehicle. Claims agent stated an adjuster will be coming to the shop to inspect vehicle. Adjuster by the name of *******/******* called shop and cancelled the inspection. I **************** to speak to someone and began to have a yelling match with their unprofessional **** on the phone. I was then told someone will contact, however no one did. With urgency, I had to pick up my vehicle for work, after day 3 at the repair shop, therefore I had to pay out of my pocket for repairs, which was over $2000 in repairs. I am beyond furious about this, especially because I THOUGHT I had insurance coverage. **************** again, agent stated someone was coming out again, I responded I had to pick up my vehicle for work. Adjuster left message stating they denied claim because the vehicle was repaired. At this point, I feel taken advantage of and will be reporting this so-called insurance company. I am convinced they have no intentions on covering any claims.

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly.

  American Auto Shield requested service records to rule out any possible pre existing concerns due to early time in coverage, by the time the service records were sent in, you informed *** that they had already authorized repairs with the repair facility and repairs were already completed. We were unable to follow normal claims process and issue an inspection for the vehicle to verify repairs and due to this the claim was denied for no prior authorization per terms of the contract which clearly states at the bottom of each page "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION CALL ************ or ************"

  As a resolution, CarShield will refund your payments in full 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:03/19/2025

  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 was told my the Agent ***** they would pay for my rental for ******************************************************************************************************************************************** I was also told by another customer care representative on 3/11/2025 that they could not cancel the contract after it was sent. They never sent the updated reservation nor called be to let me know they was not paying for the rental. They are not a good company and I want my money back

  

  Business Response

  Date: 03/20/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract, ********************, examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  As stated within your contract, your Administrator will pay for or reimburse you for some expenses you may incur for transportation because your vehicle was unavailable because of a covered breakdown. Upon review of your file, it was discovered that your was denied after finding service records proving the mechanical failure was a pre existing condition prior to purchase of the **** A pre-existing condition is defined as a mechanical failure/issue that initially occurs prior to the inception of your coverage up to the waiting period. Pre-existing conditions are deemed excluded from coverage and would not be eligible for the claims process.
  
  
  Prior to the discovery of the service records, your claim was initially moving towards authorization and rental had been authorized for 3 days. The additional ten days of rental coverage was about to be authorized, but the claim ended up being denied for the pre-existing concern first. Your VSC rental coverage only applies for covered repairs, and the remaining rental usage past the initial three days would not have coverage.  
  
  
  CarShield has no contractual obligation to refund you past the 30-day, money back guarantee "viewing period" allotted in your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund  you in full with a voided claim authorization for contract(s)  MRF5104807 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 

• Initial Complaint

  Date:03/19/2025

  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.

  Contract #MRF5273503 Claim #******* Vehicle covered is a *** 750i AWD. Car was taken to *** who initially stated it was an injector needed replacement. Claim was opened with *** on 2/12/25. *** reported that there was no compression upon replacement. *** then provided the needed documentation to carshield and the result was a new engine was needed. Carshield initially approved the new engine and provided the cost breakdown.. Authorization was not given to *** due to labor cost. The vehicle was moved to *** Auto on 3/4/2025 with notification to CarShield. The adjuster provided his information to *** to send the new photos and documentation on 3/5 directly. We reached out to Carshield on 3/7 and they said they had not received any photos, so the adjuster did not follow protocol or forward the information on to Carshield. We were provided the records email address and provided the information and received confirmation on 3/8/2025 that Carshield received all required information, and we would be contacted within one business day. That did not happen. On 3/12/2025 we were notified that now an inspection was ordered. The inspection report stated that a new engine was need and did not reference any modifications made to the car. This was confirmed by the repair shop, *** on 3/17/25 as Jaylon is the tech that reviewed and signed the report. He also noted that the car was not lifted or the panels removed in order to visually see the catalytic converter. during the inspection. The car is not modified. A second inspection happened on 3/17/25. The same day we were notified that the claim was now denied due to catalytic converter and exhaust modifications based on the first inspection report. We were told to call back on 3/18/25 to get information on the second inspection report. We called back on 3/18/25 to learn that the contract had been cancelled and they were only sending around a thousand dollars due to modifications to the car based on the initial inspection.

  Customer Answer

  Date: 03/19/2025

  My son can not wait any further to get this car fixed. I have ordered the needed parts and I am getting the car fixed. Per a call this morning, ******************** is continuing to deny the the claim stating the car has been modified, even though the claim was approved prior to moving it to a new shop. Carshield is diverting to American Auto Shield. I would like to report this on file however but I am moving forward with personally getting the car fixed.

  

  Business Response

  Date: 03/20/2025

  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"). 
  
  
  Upon review of your file, it was discovered that your claim was initially authorized for a fuel injector concern. Following the diagnosis of the fuel injector failure, your repair facility had reported a new engine concern to your Administrator. Your vehicle was inspected and found to have modifications to the exhaust where mufflers/catalytic converters were removed, and a straight pipe was installed on the vehicle. As stated within  your contract, If your vehicle is modified in any way that increases the likelihood of a breakdown whether the vehicle was purchased with such modification or not, including but not limited to: modifications or removal of any of the following components or systems including but not limited to: Emissions, Catalytic Converter, Diesel Particulate Filter (DPF), Turbo/Supercharger (if factory equipped) including modifications to the Blow Off Valve, Pulleys, or Wastegate would exclude your vehicle from coverage. 
  
  
  
   The engine concern within your vehicle was correctly denied and VSC was subsequently processed for cancellation as modifications would make the vehicle ineligible for coverage. The initial concern for fuel injector would also have been denied but due to the concern being authorized prior to the modifications being found, the authorization will be allowed to stand with no further authorizations made and your VSC would have no further liability toward your vehicle or your repairs.
  
  
  Your contract is effectively cancelled. As your current authorization to the repair facility far exceeds what has been paid into your contract, no refund will be due. 

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and although not satisfied this can be marked as resolved.
   
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/19/2025

  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 decided to get my truck, a 2003 F250 Diesel covered by carsheild, along with another vehicle. During the first couple of months, to my recall, I ended up having issues with the radiator and needing it replace. Carshield was helpful until the shop told them that the water pump is also on it's last leg and will need to be replaced soon. As this is a Diesel Truck, it is hard (takes time...Money) to get to things, and thus the shop recommended that while they had things apart, to replace the water pump at the same time. The claims people, called mechanics, stated that the photo's, video, and description from the mechanics working on the vehicle was not enough to prove that there was an issue. Even though the shop mechanics are sitting there looking at the water pump. Their Statement "The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic. Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle service contract does not have coverage for suggested repairs or failures that can not be verified. Your repair facility called in concerns for the radiator and water pump and the failures could not be verified. The photos sent in did not show a leak and a video shows play in the pulley but did not verify a failure at that time. Your repair facility was advised to send in clear photos and evidence of the failure for the claim to proceed."They admit to play int he pully on the water pump, any high school shop class would tell you that is the first sign. Now I am left with a 850 plus bill to have the water pump replace, luckily I was able to limp it to the shop. This could have been avoided if the company would have taken preventative action. It is obvious the company only care about the dollar and not the customers.

  

  Business Response

  Date: 03/19/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  
  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your vehicle service contract does not have coverage for suggested repairs or failures that can not be verified. Your repair facility called in concerns for the radiator and water pump and the failures could not be verified. The photos sent in did not show a leak and a video shows play in the pulley but did not verify a failure at that time. Your repair facility was advised to send in clear photos and evidence of the failure for the claim to proceed. Instead, you chose to pick up the vehicle and drive the vehicle home on 9/30/2024. Your contract was cancelled for non payment on 11/6/24. Since the contract has not been active since 11/6/24 the water pump failure would not be covered and would be considered a pre-existing condition. 
  
  Your contract has already been refunded in full and we consider this matter closed. 

  Customer Relations

• Initial Complaint

  Date:03/19/2025

  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 tried to cancel this service and they will not assist and continue to bill me ****** a month

  

  Business Response

  Date: 03/19/2025

  Upon review of your file, it was noted that on March 19th, 2025, you have requested a lower discounted rate of $124.99, and have agreed to keep coverage. If you no longer wish to remain

  a CarShield customer, please email ******************************** and we will refund one monthly payment back to your account upon the execution of a signed settlement and release agreement.

   

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:03/19/2025

  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 started a claim with CarSheild on February 22, 2025. The turbo on my 2015 **** F150 had gone out. because of the magnitude of the job. CarSheild wanted to send out an inspector. The inspector did not get to the shop until February 25, 2025. The claim started on the 22nd ended on the 25th. My car did not get out of the shop until March 13, 2025, even even with the mechanic confirming that my vehicle was in the shop at this time CarSheild still refuses to reimburse me the rental. They closed out the claim the day work started while the vehicle sat at the shop for almost a month during this time, I called into CarSheild to confirm that I would be able to rent a vehicle and be reimbursed. They assured me that as long as the vehicle was in the shop that I would be reimbursed when I turned in all necessary paperwork, they said that the dates did line up because the rental was only from the 22nd to the 25th when no work had been authorized to be performed per carsheild and again the car was in the shop from the 22nd of February to 13 March I have tried to talk to managers and customer ********************** is a misnomer when dealing with CarSheild because they have terrible customer ********************** terrible ********************** all around stay away from ********* if youre reading this they practice underhanded deceptive tactics to fleece people of money

  

  Business Response

  Date: 03/24/2025

   

  ******************** has informed us they will be reaching out to you regarding this matter shortly. If you wish to contact them first they can be reached at ************.

  Customer Relations

• Initial Complaint

  Date:03/18/2025

  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.

  Carshield recommended i take my truck to Sonora Auto repair to have my 4 wheel drive serviced. The car shop diagnosed the cause of the issue to be the water pump. Carshield refuses to fix the 4x4 which is covered on my plan. They said because coolant caused the damage. That is not negligence or human error. The mechanics stated that the issue was caught right away and there was no way for me to avoid it. It's something that happens over time. The adjuster requested pictures of the frame of the vehicle which has nothing to do with the parts that are covered by Carshield. My vehicle is maintained. I regularly service it and get oil changes. They have no reason not to ***lace the water pump and 4 wheel drive because it is covered and not damaged by anything other than than ware and tare over time. I took my vehicle where they requested on 3/11/25. They say they didn't receive a claim until 3/25 which is false because a *** already confirmed that images were 1st received on 3/21. I believe i made the adjuster upset by calling a few times and thats why they are refusing to cover the parts. I would just like my vehicle repaired as thats what I have been Paying for for 3 years

  

  Business Response

  Date: 03/20/2025

   

  ******************** has reached out to Ms. ******* and the claim is moving forward. 

  Customer Relations

• Initial Complaint

  Date:03/18/2025

  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.

  In November 2021, we purchased an extended warranty, a Gold Policy for our 2015 **** A6 at a monthly cost of $120 with the understanding that we would have coverage for major automotive repairs, specifically the engine and transmission. Since the time we purchased the contract, we have paid more than $4,000 in monthly premiums. We maintained the vehicle in accordance with manufacturer recommendations and Carshield policy and have documents.On September 26th, 2024, the car was towed to Flow **** and Carshield approved the claim for an oil cooler replacement. The shop completed the repair and I was told to come pickup my car October 7, 2024. I drove the vehicle home and a couple hours later when I started the car to go to the store, I noticed the coolant light had come back on. I called the repairshop and the car was towed back. The car remained in the shop for several weeks and the repairshop diagnosed the vehicle with a cracked engine block and informed me that the damage was only uncovered when the engine was "torn down" and was related to the original failed oil cooler which was covered by Carshield. The repairshop submitted the repair to carshield with necessary documentation and we were completely shocked when our claim was denied. We emailed and called carshield multiple times and were ultimately told that the repairshop made a mistake and that the car was driven in a state of disrepair (while hot). The check engine light never came on,the temperature never reached excessive levels and the vehicle never entered into "protective limp mode". The vehicle was towed back not driven after the coolant light came back on... The repairshop verified with the car's computer. We are now left with an engine repair bill of $12,000. We purchased the policy for coverage for this exact type of situation and We are asking that engine repair be covered or that premiums less any amounts paid by carshield be refunded.

  

  Business Response

  Date: 03/19/2025

  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 coverage, and would not be eligible for the claims process. Upon review of your file, it was discovered that during the first portion of your claim, the repair facility quoted internal failure of the cooler that had led to the intermix of both oil and coolant. The final invoice that was submitted indicates that the only labor performed was an oil change and the remove/replacement of the oiler cooler. The final invoice also states that there was no internal engine damage known at this point, as no additional diagnostic was performed during this portion of the repair. The same day your vehicle was released, 42 miles later, the vehicle was towed back to the repair facility with zero compression on two cylinders and debris found in one cylinder. Due to the time and mileage between the two breakdowns of your vehicle, it is clear that incomplete diagnosis/improper repairs have occurred, and would ultimately would exclude your vehicle from coverage. 
  
  
  CarShield has no contractual obligation to refund you beyond the 30 day, money back guarantee, as allotted within your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you a total of eighteen payments for contract(s) MRF3945706 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: 03/26/2025

  Complaint: 23079924
  
  I have reviewed the business' response and am rejecting it because the repairshop has stated the engine damage was not apparent and is stating that carshield representatives would not provide an inspector to come out even after they took the engine down at their cost for verification that it was in fact related to the original repair.  As this time, we are currently stuck with a vehicle with a minimum $12k engine repair needed with two separate companies that we trusted and paid for service pointing fingers at each other.  However, in an effort to settle this dispute we propose a counteroffer... We would be willing to accept a refund of 36 months of payments which is less than a quarter of the bill to fix the vehicle referenced previously.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/26/2025

   

  ******************** has authorized $1760.36 in previous claims. CarShield's final offer is a full refund minus claims paid with a signed Settlement Agreement. 

  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations