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:03/13/2025

  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 became a Carshield customer on January 24, 2025. I had been warned many times about my 2017 ***** Equinox and the issues it has with its engine, and although I had not experienced any trouble, I decided to protect myself and purchase a plan with Carshield. When I purchased my plan, the *** I spoke with told me I needed the "power train" plan because of the issues associated with Equinoxes and their ************ forward to March 2. I was driving through town and noticed that my car was riding very rough. My check engine light came on, and my car began to sound as if it may shut off. I was close to the repair shop that I use, so I decided to drive my car there. As I got there, a light came on that said, "Low engine pressure. Turn engine off now."I was told that my engine failed, that something in my timing assembly had come apart, there was no compression in my engine or oil, even though my last oil change was on December 9 and I was still under ***** miles.I filed a claim with Carshield. After receiving the pictures of my engine, Carshield denied my claim due to "carbon build up" on my pistons. My mechanic has argued that this is not the cause of my engine failure, and if Carshield had listened to the video he sent, they would be able to hear that the issue is in the timing assembly. He even stated that most cars have carbon build up, especially if the driver drives mostly in ******* mechanic has made multiple attempts to explain that the carbon build up is irrelevant to my engine failure. I filed a dispute that was denied less than 6 hours later. I requested that Carshield send their own mechanic to come see the car in person. None of my attempts have even been considered.I have paid for a service, and now am without a car and relying on a company who claimed they would have my back in this very specific situation, who is now using a vague and misleading exception in their contract to deny me a service I have paid for.

  

  Business Response

  Date: 03/14/2025

  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 ("***"). 
  
  
  Upon review of your file, it was discovered that your repair facility diagnosed the failure of timing chain with associated failure codes. In addition to the timing codes, your vehicle was found to have no oil on the dipstick and heavy carbon buildup shown on the tops of the pistons. The lack of oil and carbon buildup is consistent with a long-term failure of the piston rings leading to oil consumption and eventual catastrophic timing failure.  Per review of Carfax report that were pulled, there have been no oil changes shown since  9/18/2023. In addition, there are no known services records to indicate that the vehicle was regularly maintained.  The current failures of both piston rings and timing components can be directly tied to a long-term lack of maintenance and initial cause of failure of the piston rings would have originated prior to the 39 days the vehicle elapsed after inception of the contract.   
  
  
  Your claim was denied on several exclusions within the *** based upon the data gathered by service records and diagnostic information. The the piston rings are components not listed for coverage unless worn past OEM specs which was not indicated by inspection. The lack of necessary required fluids (oil) due to oil consumption had caused a denial of the engine. The lack of maintenance as evidenced by (long term failure) of heavy carbon buildup on the piston rings and no service records showing regular maintenance performed would exclude your vehicle from coverage. These exclusions, coupled with the fact that your vehicle was driven with an active check engine light, and not towed in at the first sign of failure have made your vehicle ineligible for coverage per the terms of the ***. 
  
  CarShield has no contractual obligation to refund you past the allotted 30 day grace ****** utilized by customers to review their coverage. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MRFLC5291604 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: 03/14/2025

  Complaint: 23062655
  
  I have reviewed the business' response and am rejecting it because the original denial of my claim was due to "carbon build up on the pistons." My mechanic, who is supposed to be the expert in this scenario, stated that the carbon buildup is irrelevant to the engine failure. He stated that cars driven short distances or mostly in town, often have carbon build up. He also stated that the carbon build up is not what caused my engine to fail. My timing assembly inside the engine has come apart and this is unrelated to the carbon build up.

  After I disputed the claim, Carshield added the second reason of "low oil on the dipstick" and "no recorded oil changes since September of 2023." However, Carshield never requested maintenance records. Had they requested maintenance records, they would have found that my car received regular oil changes every ***** miles. My mechanic does not ***ort to ******. They also would have found that my last oil change was on December 9th, 2024 and I was still under ***** miles from my previous oil change when my engine failed.

  After I escalated the dispute to be reviewed again, Carshield added yet another reason for denial. They claimed that because I drove the car to the shop with no oil, I had ignored service lights from my car. Again, my oil life message read 85%. I had no previous issues with car until the day I was driving it. While I was driving, my car began to act as if it was going to shut off. I was close to my shop, so I just went straight there. It wasn't until I was about to pull in that I received the "low engine pressure, stop engine now" message.

  Now, in this response they have added yet ANOTHER statement that "the carbon build up is what caused the timing assembly to fail," regardless of the mechanics expert analysis stating that the carbon build up does not cause the tining assembly to fail.

  Carshield never requested a second opinion or sent out their own mechanic. They have completely disregarded every article of evidence that disputes their decision by stretching their vague and general contractual exceptions.

  Their response also mentions that I had the warranty plan for 36 days, which should be irrelevant because my contract states that after 25 days and 500 miles I am able to make a claim, and per an expert, my mechanic, there was no "pre existing condition" that we could have known about that caused my engine to fail.

  I would also like to state that the sales *** who signed me up for my Carshield plan, made the statement that I would want the "power train" plans because "equinoxes are known for engine failure." That phone conversation is recorded somewhere. Perhaps, Carshield should not have advertisements that say things like "if only he had come in yesterday" and sales ***s that suggest engine failures are covered without hassle if that is not actually the case.

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

  

  Business Response

  Date: 03/18/2025

   

  ********************, your contract administrator, has reviewed the claim multiple times and the claim decision will not change.  There will be no reimbursement for repairs. 

  We have offered you a full refund on your contract with a signed Settlement Agreement. If you wish to accept this offer, please email *********************************************************. 

  Customer Relations

  Customer Answer

  Date: 03/19/2025

  Complaint: 23062655
  
  I have reviewed the business' response and am rejecting it because carshield has an obligation to honor the contract.

  I was never asked to provide maintenance records. I was never asked to send the car to a different mechanic for a second opinion. Carshield never sent their own mechanic to inspect the car. All of which are stated in the contract as possibilities when starting a claim. Carshield just said, "no" and disregarded every article of evidence from myself and the mechanic.

  When I began the contract, the sales *** on the phone told me that ***** Equinoxes are known for engine failure, which sounds as if they were aware of a pre existing condition that would cause an Equinox engine to fail, yet when it did, they denied the claim because they claim it was a pre existing condition. I also expressed my concern to the sales *** that I would have to jump through hoops if something did go wrong with my car, and he assured me that it was not like that at carshield. I entered this contract with the assumption that I was protecting myself and that carshield would have my back, and the exact opposite has happened.

  I was not aware of an engine issue with my car until 3/2/2025 when my car shut down. My oil life message was at 85%. I was under ***** miles since my last oil change. I received oil changes regularly and was never told of any larger issue.

  The mechanic has stated that the carbon on the pistons is irrelevant, and it seems to me that Carshield is latching on to any vague and misleading contract exception to deny my claim.

  The FTC has already filed a claim against carshield for misleading and deceptive practices which ended in a $10 million settlement, however, it seems to me that Carshield didn't change their practices and is still doing shady business.

  I feel as though this claim should be settled with an arbitration hearing. I am requesting a transcript of the phone call between me and the Carshield sales *** from the day I began my contract with carshield.

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

• Initial Complaint

  Date:03/13/2025

  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 a warranty on my 2014 ***** Equniox. paid the monthly premium for 5 months and then my car stopped running. Had the car towed to a dealership and discovered the timing chain went out and my car needs a new engine. Carshield took 4 months to give me a determination that they will not replace my engine, that the timing chain was the initial cause of the problem but the car continued to be driven causing further damage to the engine so they agreed to give a "credit" for the "initial" cause of the engine failure, timing chain, but will only pay this credit if the dealership makes the proper repair and I pay the difference for the engine replacement. The issue I'm having is that I didn't know the car was being driven with the timing chain going out. There were no warnings, no dash lights, nothing. The car was being driven daily as normal. Had regular oil changes, replaced brakes when needed, nothing else until one day the car wouldn't start. Carshield is expecting me to have known I was having this issue and should have repaired it before it caused damage to my engine. I'm not a mechanic. The car was running, driving, no issues until one day it wasn't. I paid for an extended warranty which covers engine replacement and I expect them to honor their contract. As of yesterday, they will not.

  

  Business Response

  Date: 03/14/2025

  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 incorrectly authorized, and well exceeds the liability of your Vehicle Service Contract ("VSC").
  
  
  Upon review of your file, it was discovered that your claim was authorized for initial cause of failure for the timing component as a credit towards engine repair. The repair of your engine was denied for both the  continued operation and negligence exclusions within your VSC,  as your vehicle was driven with an active warning lights illuminated for timing failure and was not towed at first sign of breakdown.  It was found that your vehicle was towed from your home to the repair facility on 11/29/2024 after complete breakdown following the continued operation of your vehicle. 
  
  
  The inspection of the photos provided by your repair facility indicate that there were 2 new VVT solenoids installed on the vehicle. You advised that your husband had installed  the parts, and this installation would be considered misdiagnosis and improper repair as well as evidence the timing failure had originated prior to the vehicle being towed into the repair facility. This also provides further evidence of continued operation with a known failure with engine lights illuminated.  Per review of repair facility's photos, your vehicle's timing chain guide was heavily worn. This indicates a long-term failure and there is heavy varnish and sludge build up shown in the engine on and around the timing components. Upon inspection of your service records, this is evidence of a long-term lack of maintenance with last oil change shown was 6/30/2023 and these exclusions would have been grounds for outright denial of the claim. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  CarShield and ******************** have authorized 2,170.41 toward your claim. While this claim should have been denied, American Auto Shield and CarShield will uphold the initial authorization. However, there will be no further authorizations made toward your claim, and you must authorize to pay the remaining out of pocket costs associated with your repair prior to payment being released to the repair facility.
  As your claim payout far exceeds what has been paid into your contract, there is no refund due. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 03/17/2025

  I appreciate Carshields thorough response but it is highly inaccurate.
  
  The repair of your engine was denied for both the  continued operation and negligence exclusions within your VSC,  as your vehicle was driven with an active warning lights illuminated for timing failure and was not towed at first sign of breakdown.
  
  There were no active warning lights on the vehicle prior to timing failure.  This was reported to Carshield at the initial time of the claim and I have stated it several times since there were no lights on the dash at the time of the engine deciding not to start or prior to that day.  There was no warning or indication that there was a problem at all.
  
  The inspection of the photos provided by your repair facility indicate that there were 2 new VVT solenoids installed on the vehicle. You advised that your husband had installed  the parts, and this installation would be considered misdiagnosis and improper repair as well as evidence the timing failure had originated prior to the vehicle being towed into the repair facility.
  
  Yes, I stated that since it was a holiday and my daughter needed to get back to school that we quickly tried to fix the vehicle with what wed hope would work.  We replaced those 2 solenoids ourselves with no luck.  The car still wouldnt start. We didnt know the cause of it not starting. 
  
  This indicates a long-term failure and there is heavy varnish and sludge build up shown in the engine on and around the timing components. Upon inspection of your service records, this is evidence of a long-term lack of maintenance with last oil change shown was 6/30/2023
  
  Carshield did not personally inspect the vehicle, they are basing all their decision on photos and assumptions.  We have diligently maintained our vhicle with oil changes every 3 months approximately and can assure everyone that 6/30/23 was NOT the last time we changed the oil. I have no idea where Carshled got that information but it is grossly inaccurate. 
  
  As your claim payout far exceeds what has been paid into your contract, there is no refund due.
  
  This statement right here leads me to believe the true reason they dont want to pay for the engine failure.  I only had the policy/contract in place for roughly 5 months when my vehicle stopped running so the amount I paid is far less than what they would pay out which is completely irrelevant.  The vehicle was running and driving perfectly fine one day and stopped the next.  No warnings, no lights, routine maintenance being performed.  They should pay for my engine replacement under the contract.

  Customer Answer

  Date: 03/20/2025

  Complaint: 23061986
  
  I have reviewed the business' response and am rejecting it because:
  
  For all the reasons I stated in my email on 3/17.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 03/21/2025

   

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

  Customer Relations

  Customer Answer

  Date: 03/27/2025

  Complaint: 23061986
  
  I have reviewed the business' response and am rejecting it because:
  
  for all the reasons I stated in my 3/17 email
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/13/2025

  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.

  For the second time that I have tried to use the warranty coverage that I purchased, CarShield and its underwriting entity don't want to pay for the repairs even though they are explicitly identified as being covered. They use the vague language in the contract to evade paying the repair bills in full. The contract reads in several places on coverages as they "may choose" to cover or "may pay" so when it comes time to pay, they choose not to. Then when a customer contests the decision, the adjudicator will not provide the information used to deny the claim nor will they provide a written statement or explanation for the denial.

  

  Business Response

  Date: 03/17/2025

  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 repair facility does not allow shipped parts. As stated within your contract, If the repair facility does not accept shipped parts, your Administrator may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide
  to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. Authorized labor hours needed to perform repairs will be determined by your Administrator using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be your responsibility.
  
  
  Per review of the estimate submitted by your repair facility, the out of pocket costs associated with your claim are due to components excluded from coverage, and. your repair facility overcharging for labor, and parts. These items would all be considered your responsibility per the terms and exclusions of the contract. A more extensive list of terms and exclusions may be located within the "General Exclusions" portion of your contract. 
  
  
  Your claim was authorized for $1851.29. CarShield and American Auto Shield stand by this adjudication. However, it has been discovered that no final invoice has been submitted by either you or the repair facility. Payment will not be released to the repair facility until the final invoice is received. If you wish to void the authorization to the repair facility, CarShield will refund you $1851.29 in addition to one monthly payment upon the execution of a signed settlement and release agreement for contract(s) MRF4899641. If you wish to accept the offer of $1971.28, please email ******************************* and we will draft the settlement and release agreement for your electronic signature. 

  Respectfully,
  Customer Relations

  Customer Answer

  Date: 03/17/2025

  Even per the response, CarShield uses the vague language that they may choose to do something and that they can cover the costs yet they choose not to. The repair facility has been trying to submit the final bill for payment but the system and customer ********************** have been unavailable. 
  This was not adjudicated appropriately as the company chose to not pay for the labor and parts when there is clearly an option to do so. As for providing the resources from which they decide the value of parts and the so called national standard that has yet to be divulged. 

  Customer Answer

  Date: 03/17/2025

  Complaint: 23061923
  
  I have reviewed the business' response and am rejecting it because:
  The organization chose to not pay when there is clearly contract and their response both state they can choose to pay or not. There is clearly an option to do the right and ethical thing here and pay the claim. Additionally the response failed to provide the documentation on the part costs and how the labor rates were figured. There is no validation that the resources used to determine how much a part costs or the amount of time the repair takes is legitimate- I have a repair facility showing and telling differently. This response neglects to address any portion of my complaint. 
  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/18/2025

   

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

  Customer Relations

  

  Business Response

  Date: 03/18/2025

   

  We have also attached a copy of Mr. ****** contract and highlighted relevant portions regarding his complaint. 

  Customer Answer

  Date: 03/19/2025

  Complaint: 23061923
  
  I have reviewed the business' response and am rejecting it because: again nothing new has been provided to support the businesses failure to pay the claim and provide supporting information on the parts pricing and labor determination. The contract states in several places they may choose to do something yet they never seem to choose to pay. And when questioned why they chose not to pay, I get the response that its in the contract. As for the validation of parts and labor costs - its noted in the contract that they use a nationally recognized source but again its not identified or provided. There are hundreds of nationally recognized sources of information - so which one is it. Also they have never provided written documentation as to what is covered, what has been denied, and the justification for the denial. Its all done via phone conversations so there is no attribution for their lack of payment on claims. 
  
  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 03/20/2025

  The organization has done nothing to act in good faith to this complaint. They didnt provide justification as to why they are not paying the costs as billed, they were called out on the contract language stating there is an option to pay yet failed to address it, they failed to provide  written documentation on parts pricing, and failed to provide documentation on labor book rates. Nothing from the organization has been done to even come close to a good faith settlement for this issue. Had there been some minimal effort to resolve this complaint, the organization could have provided the (verifiable) information on parts pricing and labor book rates so as to be able to ensure they were paying what they are contractually obligated to pay. 

  

  Business Response

  Date: 03/21/2025

  Mr. ****,

  The information can be found in your contract. It is not the responsibility of CarShield to help you locate it but we have attached your contract for convenience (AGAIN as it was already provided through the BBB)  and highlighted the relevant portions. 

  The adjudication on the claim will not change.  If you wish to accept the offered resolution, please email *********************************************************.

  Customer Relations

  Customer Answer

  Date: 03/24/2025

  Complaint: 23061923
  
  I have reviewed the business' response and am rejecting it because: the organization has failed once again to provide any documentation supporting the decision - national labor standards or pricing catalog. Nothing. I too have a ASC master mechanic at the repair facility showing me the labor hour and parts pricing from **** Auto Parts that contradict everything being stated by Car Shield. i find it extremely odd that one ASC Master mechanic is stating something significantly different then another- plus my mechanic is showing me verifiable information when I asked for it. I would like to see proof of their labor standard rates and the catalog where these reduced prices are coming from. If this claim is properly adjudicated then there should be no issue providing written documentation to support the decision and the resources used to significantly lowball my claim. If CarShield can provide written, verifiable evidence to show they chose the correct option in arriving this contract, I will accept that. 
  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/24/2025

   

  The only difference on labor was for one labor item. Your repair facility was asking for 3.92 hours ($699.72) and AAS authorized 2.5hours ($446.25). Leaving your out of pocket cost of $253.47.  Please see the attached image. 

  Here is is a breakdown of the cost of parts and the price AAS could get from their vendor and the reason for your out of pocket parts on parts.

  Difference in fluid prices- $57.38
  Difference in Radiator Price- $274.15
  Difference in Rad Cap Price- $14.39
  
  Diff axle fluid Qty 2: ******** *****- $23.06, contract pays $18.66, customer cost- $8.80
  Coolant  Qty 2 :  ******** *****- $39.62, MSRP :$28.50, customer cost- $22.24
  OIL Qty 6 : ******** *****- $16.28, contract PAYS $11.89 , customer cost- $26.34
  Radiator Cap: ******** *****- $24.57, AAS Price $10.18, customer cost- $14.39
  Radiator price: ******** ***** $391.28, AAS Supplier :$117.13

  Customer Answer

  Date: 03/25/2025

  Complaint: 23061923
  
  I have reviewed the business' response and am rejecting it because: the business continues to not provide the resource from which they quote their pricing. I know where my mechanic (AAS) is getting their information from. I have not yet seen where CarShield is getting their information when deciding the costs. The sheet provide doesnt show where the parts or rates came from just how they calculated the difference. A diversion tactic used by this organization to not respond with verifiable/attributable documentation to support their unwritten denial to pay actual costs. Show me the attributable documentation to support the reductions in coverage. Also still no written documentation on why my claim had been significantly reduced and the attributable resources used to deny paying what my mechanic has shown me as specific labor rates and parts costs. 
  
  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 03/26/2025

  The organization again has not acted in good faith on this complaint. CarShield provided me several copies of my contract which does not disclose the information requested. They attached two quotes for the same oil cooler part yet did nothing for the radiator. The company is not disclosing all the information, as they are hiding the fraudulent actions that they claim are used when adjudicating my claim. Where is the resource documenting how the authorized labor hours to perform repairs as stated in the contract (pg. 3, #8)? I am very familiar with my contract and do not need it sent to me 4 times with the same information highlighted. I am asking for the cost for repair parts (like the part disclosed- single oil cooler), the resource on labor hours authorized, and the written documentation with rationale on my denials for the claim. This is what has been requested through each of the complaints and yet CarShield has yet to divulge that information. NO this has not been resolved NOR has the organization responded in GOOD FAITH. 

• Initial Complaint

  Date:03/12/2025

  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.

  About 3 weeks ago I had my car towed in for a massive sudden leak. The shop and I were in great contact, I told them to go ahead with the teardown to find the leak and let carshield know. Carshield sent a inspector out to confirm the transmission fluid leak failure point, which was the torque converter pump seal. However, carshield has decided to decline my repairs for the reason that the leak started before I was a customer with them. I had no spotting on my driveway when I became a customer with **********************, and they decline the repair because it had been happening for a long time? Even though that it was a sudden failure that occured to me? I am very interested in knowing how a leak could of been happening prior, when it suddenly occured.

  

  Business Response

  Date: 03/14/2025

  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, breakdowns that occurred prior to the contract purchase date or during the waiting period are deemed excluded from coverage, and would not be eligible for the claims process. Upon review of your file, it was discovered that your vehicle was inspected and the photos provided show massive leaks.  There is excessive road grime and dirt mixed with the fluids and are covering large areas under the vehicle base. Per review of your claim intake, on 3/12/25 stamped at 9:08AM,  you had indicated that the leaks were deemed long term. 
  
  
  In addition to the denial for pre-existing conditions,  it was discovered that the exhaust has been modified with the resonator having been deleted per inspection of the photos sent by the repair facility. 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, your vehicle would be excluded form coverage. Due to the modifications on your vehicle that were not disclosed at the time of sale, your contract has been cancelled and you will be refunded in full for contract(s) MRF5281148. Please allow 7-10 days for processing. 

  Respectfully,
  Customer Relations

• Initial Complaint

  Date:03/12/2025

  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 am filing this complaint against CarShield for misleading business practices, failure to honor coverage, and poor customer **********************. I purchased a vehicle protection plan expecting coverage for major mechanical failures, but when I needed assistance, CarShield denied my claims using vague contract language.Claim 1: Blue DEF System Failure Denied My vehicle experienced a Blue DEF system failure, rendering it inoperable. CarShield refused to cover the repair, despite it being critical to my vehicles function.Claim 2: Shift Button Failure Denied My shift button broke, leaving my car stuck in park for six hours while tow truck drivers struggled to move it. CarShield denied the claim, refusing to provide assistance.Customer **********************: Unhelpful and Dismissive When I contacted customer **********************, they refused to offer solutions and instead re-sent my contract as if I misunderstood their coverage. This is unacceptable and insulting.Deceptive ********************* Advertising CarShield markets itself as reliable but writes contracts that allow them to deny nearly any claim. Their coverage is so restrictive its practically useless.Requested Resolution I demand:1.Full reimbursement for denied repairs.2.Cancellation of my policy with a full refund.If not resolved, I will escalate this to the **** CFPB, and state consumer protection agencies and warn others through public reviews. CarShield must be held accountable. I expect a prompt response.

  

  Business Response

  Date: 03/13/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address you 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"). 
  
  
  Per the repair facility's diagnosis, the failure of the DEF sensor/tank was not due to a mechanical failure, but rather due to crystallization as a result of corrosion and contamination of fuel which in turn caused damage to the part. 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, contamination of coolant, fuel, fluids or lubricants would be deemed excluded from coverage, and would not be eligible for the claims process. As the cause of failure was directly due to both corrosion and contamination of fuel, the repair was denied. Furthermore, the shifter button on shifter assembly would be deemed a component not listed for coverage per terms of the contract, and your VSC would have no liability for either repair per terms of the contract.
  
  
  CarShield has no contractual obligation to refund you for repairs that are deemed excluded per the terms of your VSC. As the claim payout for your contract exceeds what has been paid into your VSC, there will be no refund due at this time. 

  Respectfully,

  Customer Relations 

  
  

  Customer Answer

  Date: 03/14/2025

  Complaint: 23058239
  
  I have reviewed the business' response and am rejecting it because:

  CarShields response is inaccurate, misleading, and a blatant attempt to justify denying a legitimate claim. Their explanation about the Blue DEF system failure is factually incorrect, and their dismissal of my shift button failure further highlights their deceptive business practices.
  
  Blue DEF System Claim Incorrect Denial
  
  CarShield claims the failure was caused by fuel contamination, which is mechanically impossible. The Blue DEF system does not come into contact with fuel at any pointit works solely with the exhaust system. Their excuse is completely invalid and demonstrates either incompetence or deliberate dishonesty.
  
  Additionally, they claimed that crystallization occurred due to the vehicle sitting unused, which is completely false. I drove the car a minimum of 600 miles per month taking my son to and from school. The vehicle was never sitting long enough for DEF to crystallize abnormally. The real issue was a failed DEF sensor, which prevented the vehicle from startingan obvious mechanical failure.
  
  Shift Button Claim Wrongfully Denied
  
  CarShield dismissed the shifter button failure as a non-covered component. However, this failure rendered my vehicle completely inoperable for six hours while tow truck drivers attempted to move it. Any legitimate vehicle service contract should cover essential components that directly affect drivability.
  
  Final Demand
  
  CarShields response fails to address the factual errors in their denial and instead doubles down on misleading contract language. I demand:
  1.Full reimbursement for denied repairs.
  2.Cancellation of my policy with a full refund.
  
  If this is not resolved, I will escalate my complaint to the **** CFPB, state consumer protection agencies, and legal channels. I will also continue warning other consumers about CarShields deceptive business practices.
  
  I expect a reconsideration of my case and a legitimate response, not another scripted excuse.

  

  Business Response

  Date: 03/18/2025

   

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

  Customer Relations

  Customer Answer

  Date: 03/19/2025

  Complaint: 23058239
  
  I have reviewed the businesss response and am rejecting it because I have already completed this process and even sent a Certified Demand Letter, which was never addressed. They are now asking me to repeat the same steps as a tactic to waste my time. This is just another example of the unnecessary hurdles this company imposes to discourage customers from pursuing a resolution. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've paid the last to months. ****** a month My car has been in the shop sense march 1st i didn't receive a rental till the 3rd its now the 11th my car is not done be worked on they now want me to pay out of pocket for a rental car it there approved shop the approved rental company I want my money back for the rental and lost wages I'm paying out of pocket for my timing chain which is said to be cover under my coverage but the denied the claim

  

  Business Response

  Date: 03/13/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond to 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, no coverage shall be provided for days during which your vehicle  is at the repair facility because of repair facility scheduling conflicts or delays, or for your inability to retrieve your vehicle. Your administrator, ********************, has authorized the max amount of rental toward your claim type. ******************** is not responsible for any scheduling conflicts your repair facility has had. 
  
  
  Upon review of your claim, it was discovered that when your repair facility spoke with an AAS adjuster, he mentioned there were timing codes present. When the adjuster advised that part of the claim would need to go to a power train claims, the repair facility decided to not move forward with that part of the claim. He cited he didn't want to go through that process. The repair facility stated that he would attempt to have you buy the chains and needed parts as most of the cost of doing that job is overlapping with the water pump labor. As ******************** has no verified cause of failure for the timing chain, it cannot be authorized for repair. 
  
  CarShield is willing to offer a few options in attempts to settling this matter. The first option is that you may proceed with your claim and accept the current authorization as the adjudication of your claim will not change with the current information present. Secondly,  you may reach out to your repair facility to submit a claim for the timing chain portion to verify if it is a component eligible for coverage. Lastly, CarShield is willing to offer you a full refund of contract(s) MRF5289589 and a one time payment of $1039.86 upon the execution of a signed settlement and release agreement with a full waive of claims. If you wish to accept the offer of the signed settlement and release agreement, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

  
  

  Customer Answer

  Date: 03/27/2025

  My car has been in the shop for 21 days Because I file with bbb on them a few weeks ago they sent my case to the legal department they won't respond to mechanics won't give me answers they are refusing to let machinic add repairs to the car they sent me to there legal department left multiple voice have gotten no response. They refused to fix timing chain They agree to pay for waterpump Won't let machinic add exhaust leak Or wheel earrings They keep pulling payment out of my account I signed at $119 a month two of which they changed me $129 this month $119 I have a $1000 deductible that's after 90 days should be $250 I'm now passed my 90 day i don't think I should $1000 I had a rental for 7 days of the *********************** days off work money out of pocket for the rental which they only authorized 7 and all because I wrote a report to the bbb they are harassing me prolonging me not having a car i don't have money for a lawyer or money to pay all the full repairs out of pocket on my 2015 **** taurus limited which is why I have been paying carshield month please help me

  
  

  

  Business Response

  Date: 03/27/2025

   

  The BBB has no authority over what is offered as a resolution to a complaint, and they are not a government entity. They simply act as a liaison between companies and consumers who come to a disagreement. 

  Your contract is not responsible for delays to repairs being completed caused by scheduling issues with the repair facility and  AAS has already paid the maximum rental days for this type of claim. AAS has no verified cause of failure for the timing chain and it will not be authorized until that is done. 

  If you wish to accept one of the offers in our previous response, please email *********************************************************

  Customer Relations

• Initial Complaint

  Date:03/11/2025

  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.

  I purchased the gold carshield insurance plan in June of 2024 as they had reassured me that it would cover the engine if there were any breakdowns. On March 9 2025, my engine broke down while on my way to work. Carshield is refusing to cover my break down. I live in my car and don't have enough money to cover the full cost of repair on my own.

  

  Business Response

  Date: 03/13/2025

  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 the repair facilities identified cause of failure was due to  cylinder head casting failure that caused a spark plug to break off and be ejected from the engine.  This is a manufacturer defect in this engine that becomes exacerbated by carbon and causes detonation and is not a lubricated part failure. As stated within your contract, breakdowns as a result of a defect, product improvement or change that the vehicle manufacturer has announced as its responsibility by a public recall, technical service bulletin and/or special policy for the purpose of correcting such defect or product shortcoming. The spark plug is a component not listed for coverage, and cylinder head is not covered unless there is a lubricated part failure associated with the initial cause of failure within your contract. Exclusions due to carbon, detonation and non-covered parts associated with a failure of covered parts would all be exclusions to coverage, and would not be eligible for claims per the terms and exclusions of your VSC.
  
  
  CarShield is has no contractual obligation to refund you for component failures that are deemed excluded from coverage. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MRF5117586 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: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I sent an email out to them confirming the wait for my full refund.
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2025 I have been paying for coverage since September 2024. When car broke down suddenly, had to be towed to a garage. It was a transmission problem and would cost over $6000 to fix. Couldnt afford that, Im in my 70s and lost the vehicle to junk. Car Sheild refused to pay a cent even though I purchased this plan for exactly this reason. Very fraudulent company

  

  Business Response

  Date: 03/12/2025

  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"). 
  
  
  Upon review of your file, it was discovered that the front drive shaft had failed and caused damage to the transmission case. Although your *** provides a wide variety of coverage, the transmission case has no coverage under the *** regardless of how it is damaged. This component would be deemed a component not listed for coverage, and would not be eligible for repair per the terms and exclusions of your contract.
  
  
  In regards to your claim, it was also discovered that incorrect mileage was reported at the time of your contract(s) inception on 11/1/24. At the inception of your coverage, your vehicle's odometer was marked to be 135,765 miles. A vehicle service record dated  3/28/24 listed your mileage to be 155,946 miles. As the incorrect mileage was reported for your contract, your vehicle would be ineligible for coverage. 
  
  
  Your contract has been cancelled and a full refund has been issued.  Please allow 7-10 to receive the refund. 

  Respectfully,

  Customer Relations 

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction---11-22-2024 Amount of money involved $425.00 What the business committed to provide you Cars Shield committed to pay for the services of repairing my car or reimburse me after I got my car out of the shop.What the nature of the dispute is I want Carshield to reimburse me the amount that was used to repair the car. Whether or not the business has tried to resolve the problem No. They have not. They are giving me the runaround. Below are all my calls trying to get them to refund the amount used in repairing the car.

  

  Business Response

  Date: 03/12/2025

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

  Customer Relations 

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My policy covers my engine but my claim was denied.

  

  Business Response

  Date: 03/13/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address you 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 inspection of your file, it was discovered that your repair facility called in concern for O2 sensor failure that was diagnosed on the vehicle. Your Vehicle Service Contract provides a wide variety of coverage for many of your vehicle needs. However, ** sensors are deemed excluded components within your contract, and would not be eligible for coverage. A more extensive list of terms and conditions may be located within your contract.

  
  As of 3/13/2025, there has not been engine concern reported at this time. Future concerns would need to be called in by your repair facility and must follow the normal claims process. Diagnosis and repair costs for non-covered components would be deemed your responsibility and VSC would have no liability for these concerns. If your repair facility is able to identify a verifiable covered failure as outlined within your contract, your claim will be authorized for the verifiable labor and parts as outlined within the normal claims process.

  
  CarShield has no contractual obligation to refund you past the 30 day grace ****** allowed within your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a full refund for contract(s) MRF5232056 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