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:03/19/2025

  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

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March *******, I entered into an extended warranty contract with CarShield on a 2008 ******* ***** Fe. The payments were to be $109.99 per month. These payments were made monthly for 2 years until May 25, 2023. I called at that time to cancel contract due to financial costs and i was told by an agent that they could offer me a reduction in my monthly payments to $89.99 per month. I accepted that offer to continue coverage until i canceled this contract completely on March 17, 2025. I cancelled the coverage contact on that date after an incident where i needed to use this protection on March 15, 2025 and was unable to use it. As stated in their advertising, i can use ANY ASE Certified Mechanics of my choosing to do this repair. I took my vehicle to a facility where i have had work done before that i found trustworthy, honest and reliable. I was told by the manager that they DO NOT accept CarShield and continued to explain to me why. After hearing these reasons, i felt that since this contract would not be honored that i wanted to cancel the coverage. I called CarShield on March 17, 2025 at 2:30pm and spoke to an agent "********". I explained that i wanted to cancel the policy and receive a refund for money paid, as i had NEVER used the coverage and that i never intend to use it. I was told that there is no refund policy. I asked why this was not stated when i first signed up so i could make an informed decision. I was told by ******** that they do not state that " because they dont want to discourage people from buying the coverage". When confronted with their advertising that I could use ANY ASE Certified Mechanics if my choice and then it was not accepted by the repair shop i chose, ******** told me " that is ONLY if the individual shop "WANTS" to acceptable it and "we can not make them accept it". To me, this is false advertising and omission of important information to the consumer, and a broken contract by not providing a coverage for what was paid,

  

  Business Response

  Date: 03/18/2025

  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they
  wish to do business with as well.  As a consumer with CarShield, this repair facility has refused to work with
  you and your coverage.This is clearly outside the control of CarShield. 

  All CarShield contracts come with a 30-day, money back guarantee that allows our customers to review the terms and conditions of their vehicle service contract and determine if they would like to keep CarShield coverage, including inspecting repair facilities within the Shield Repair Network. I have attached a link for your convenience: ************************************************.

  You have clearly surpassed your thirty day review period. However, if you wish to cancel your contract, CarShield is willing to offer you a refund of 24 monthly payments 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. 

  Customer Answer

  Date: 04/04/2025

  They have done NOTHING to resolve. Please reopen

  Customer Answer

  Date: 04/04/2025

  I would like to accept the settlement frim CarShield. I did not see this rmail email as i have been ill. I am elderly and do not navigate emails easily. Please help me accept this settlement

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/03/24, my daughter took her 17 Kia ******** in because her driver's rear door window was stuck in the down position. Upon the dealer's inspection, it was confirmed that the window gear drum was damaged and needed to be replaced. The dealer contacted Car Shield for approval. Car Shield confirmed approval for a certain dollar amount. Car Shield called me, the policy owner to confirm I would accept the approved dollar amount. On 12/18/24, I paid for the total repair cost out of pocket and submitted the invoice to reimburse the approved dollar amount on 12/19/24. On 12/20/24, I received a voicemail and email asking for verbal verification of the reimbursement to me since the car was in my daughter's name and I was the policyholder. I called back on 12/20/24 and provided my verbal authorization. On 01/09/25, I called to check on the status of the reimbursement, nothing had been sent. 01/22/25 sent an email asking about my reimbursement, no response. 01/27/25 spoke to **** he was working with his team lead and adjuster to get reimbursement processed. 02/05/25 spoke to ****** *** who I reconfirmed the authorization for reimbursement in my name she is working to get reimbursement sent out. 02/20/25 spoke to ******* who told me they had to rekey the request for reimbursement and it should be processed in 30 days. 03/12/25 called and spoke to *********** to check the status of reimbursement he said he would call me back, no callback. 03/13/25 spoke to *** he more notes about the authorization and said he would call me back, no callback.

  

  Business Response

  Date: 03/18/2025

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

  -Customer Relations 

  Customer Answer

  Date: 03/21/2025

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

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car is at **** dealership due to some issues, they have informed Carshield that it is something with the head gasket, and now they are saying my claim is denied as this is not covered. The dealership has requested for Carshield to send an adjuster to take a look at it to confirm that it is actually the head gasket, and they are refusing to do so.

  

  Business Response

  Date: 03/19/2025

  CarShield has been informed that your Administrator, ********************, has sent your claim to the escalation team for review. They are in the process of reviewing your claim, and will have a finalized adjudication soon. If you wish to contact them for an update, please call ****************.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/14/2025

  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.

  Harassment via phone, email and mail, sometimes attempting to use disguised businesses. I'm 2 years into my 2nd vehicle. This has been going on since my first one.

  

  Business Response

  Date: 03/17/2025

  We have blocked the number referenced in your bbb complaint, as well as your email.-Customer Relations  

  Customer Answer

  Date: 03/17/2025

  Complaint: 23069001
  
  I have reviewed the business' response and am rejecting it because:
  I would like for them to block my address, email, phone number. And not attempt to contact me disguised as another company, via any of my contact information. 
  
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/18/2025

   

  If you received a mailer, please send a copy to ******************************* so we can remove it by the customer id number in the top left corner. 

  Since you didn't provide an address in your complaint, we can remove it from our database.

  Customer Relations

  Customer Answer

  Date: 05/15/2025

  Hi. I previously submitted a complaint regarding this company... Yet, I've received mail from them every 2 weeks since the complaint. Why isn't there any regulation regarding this company constantly harassing me?? They began with the first vehicle I had for 7 years. Now, 2 years into this one, and Im still receiving calls/mail from them?? Who can I contact to regulate this?? Please help

  

  Business Response

  Date: 05/15/2025

  If you received a mailer, please send a copy to ********************************************************* so we can remove it by the customer id number in the top left corner. 
  Since you didn't provide an address in your complaint, we cannot remove it from our database.
  -Customer Relations

• Initial Complaint

  Date:03/14/2025

  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.

  They sent mail to my 14 year old son. I called them to see how they have my son's information and they wouldn't tell me. I asked to speak to someone higher up to discuss the issue and they told me there wasn't anyone else to talk to. He is 14 and I would like to know hiw they have his name and address .

  

  Business Response

  Date: 03/18/2025

   

  The information from our 3rd party vendor is that the information was obtained from an online sweepstakes filled out within the last 60 days. 

  We have added the information to our do not contact list. Please allow 10 days for the removal to be processed. 

  Customer Relations 

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service 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.

  Called company, they always put me on hold for 16 to 25 minutes and then they hung up. When I tried to call back, number was always busy.

  

  Business Response

  Date: 03/14/2025

  We apologize for the inconvenience in regards to this matter. We see that  your contract has been cancelled as of 3/14/25. We are sorry to lose you as a CarShield customer.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving solicitation emails for several months from Car Shield which I have requested MANY times for them to stop emailing only to have them continue. This is harassment and if it continues I guess Ill have to contact an attorney.

  

  Business Response

  Date: 03/14/2025

  We have blocked your phone number and removed your email from our system as of 3/14/25.

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 03/14/2025

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