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:03/07/2025

  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.

  They have not paid for the repairs on my vehicle per my policy. My car has been in the shop for 2 weeks and Carshield has not been in communication with the shop to perform the repairs. I have requested copies of my policy that they have not provided.

  

  Business Response

  Date: 03/10/2025

  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 no claim has been called in or started for your vehicle.
  As stated within your contract, in the event of a mechanical breakdown, you are to present your contract to the repair facility and call your administrator at ************ or ************ to report your vehicle breakdown, or you may file a claim online at *****************. During the claims process,your administrator (********************) may contact you by phone, email, or text message. To preserve coverage eligibility, ******************** must authorize repairs before any service is performed. Any repairs that are not authorized by your administrator are your responsibility.
  
  
  As of 3/10/25, no contact or call-ins have been made to start a claim for your vehicle. If you wish to file a claim, please follow the above mentioned steps as outlined within your contract. Please refer to your contract for a more detailed explanation of the claims process. However, if you wish to cancel your coverage, CarShield is willing to offer you a refund of three monthly payments for contract(s) MRF4955007 upon the execution of 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:03/07/2025

  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.

  CarShield sold a vehicle H31**303835363538**38H to me, My mechanic called in about the damaged transmission line along with the part number and CarShield said it is covered on the H31**303835363538**38H. After repairs my mechanic and I went to drive the vehicle and found out the transmission would not shift. So my mechanic called in to H31**34363234333237**H and they said a specialist would have to call my mechanic back. The specialist told my mechanic that the transmission line and the transmission is not covered. They said the transmission was run dry but it was not, oil was still running out of the truck. They want me to prove this and how can I do this when there is oil all over the ground. They don&#**;t say they don&#**;t cover a transmission that is dry. The cooling system is part of this. When my mechanic asked why they said it was originally covered and they would not respond. This H31**303835363538**38H is a scam and I would like it corrected. Please help me.

  

  Business Response

  Date: 03/10/2025

  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 inspection of your file, it was discovered that your vehicle was brought to the repair facility with a leaking oil concern. The repair facility found that the transmission cooler lines had failed and leaked a significant amount of transmission oil out.  They replaced the cooler lines as well as the transmission filter, filled the system back up and retested to find that the vehicle would not move and had 2 DTCS stored for transmission failures. As the cause of failure has been determined to be due to the transmission cooler lines that have created a lack of proper lubrication condition, the transmission would not be eligible for repair per the terms of your VSC as the transmission cooler lines are not a component listed for coverage. Your repair facility has been informed that your transmission will remain denied unless they are able to provide a cause of failure that is not due to a run low/lack of proper lubrication condition caused by transmission cooler lines.  A more extensive list of terms and exclusions may be located within your contract.
  
  
  CarShield has no contractual obligation to refund you for components not listed for coverage within your VSC. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a one time payment of $1000.00 upon the execution of a signed settlement and release agreement for contract(s) ABF4095213. 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: 03/17/2025

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

• Initial Complaint

  Date:03/06/2025

  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 have been paying CarShield for several years for protection of my VW Beetle in case of major repairs that may arise. I had to have major repairs to my car and paid out of pocket due to instructions of representatives from CarShield. Prior to taking my car to the dealership, a CarShield representative informed me to have the dealership call their agency after my car had arrived for repair. After taking my car to the dealership, the mechanic called CarShield and was told that I would need to pay for the repairs out of my pocket, and to file the claim for reimbursement. I paid for the repair and have faxed the itemized bill with receipt of payment to CarShield. I have continued calling them all week with no response. Each time I call CarShield, they have transferred me to the claims department only to have my call continuously dropped. Today when I spoke to a CarShield representative, I was told that they have not received the fax with my documents although she mentioned that she saw I had paid for the repairs myself. Although I did receive a confirmation that my fax was successfully sent, I will fax the documents again but it appears that CarShield is trying to get out of reimbursing me for the repairs. I really need to resolve this issue. I would not have purchased this plan with CarShield if I had known they do not pay for repairs as they have stated. CarShield has taken advantage of me, and they are not professional or reputable.

  

  Business Response

  Date: 03/07/2025

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

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:03/06/2025

  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.

  Catastrophic engine damage caused by blown head gasket:1) While driving, my SUVs Head Gasket failed on November 28, ******) Driving on a narrow one-lane and windy country road with multiple blind spots, I could not SAFELY stop.3) Continued slowly driving, trying to reach the nearby *********** to park and arrange for towing. 30 yards from the school, the car stalled in the middle of the road with smoke and fluids gushing from the inoperable engine.4) Using my AAA service, a tow truck moved my car from the street to a repair facility ******* Townline Auto).5) Townline Auto recommended Hollands Garage, a Range Rover specialized repair facility, to provide the necessary service. A CarShield supplied tow truck relocated the car to ****************This is the current location of the car, awaiting repairs.CarShield has only authorized payment for the failed Head Gasket. This payment did not even cover the Head Gasket repair costs. Despite the necessary coverage in my warranty contract, CarShield will not cover the costs to repair the blown engine caused by the failure of the Head Gasket. I have sent in 2 dispute forms and spoken with numerous CarShield representatives, but they refuse to cover the costs of the engine repair/replacement. Hollands Garages ********** certified and highly experienced technicians have stated that the catastrophic damage to the engine was clearly due to the gasket/fluid rupture and overheating of the ********* primary form of transportation, this car has been out of commission from November 28, 2024, until now (date of this writing March 6, 2025).

  

  Business Response

  Date: 03/10/2025

  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 ("***"). 
  
  
  Upon review of your file, it was discovered that your vehicle was brought into the repair facility with concerns of a check engine light. The repair found that the engine had low compression and failed a block check. This indicates combustion gasses in the coolant system via a failed cylinder head gasket. The claim was authorized for head gasket repair per terms of the **** However, during the repair process, the repair facility noted the number 4 piston appears to have a hole. This indicates that the failure had been occurring for some time causing the additional damages via continued operation. As stated within your contract, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.
  
  
  As continued operation had been identified to occur, the *** would only have coverage for the root cause of failure. Your claim was authorized for the head gasket as a credit toward engine repair. 
  
  
  CarShield has no contractual obligation to cover repairs that were denied due to continued operation. As your claim was authorized for over $2000, far exceeding what has been paid into your ***, there will be no refund due. 

  Customer Answer

  Date: 03/11/2025

  Complaint: 23031488
  
  I have reviewed the business' response and am rejecting it because:

  CarShield's response is pure BS.

  Engine warning light came on, car running rough and I could not pull over and turn off engine since it was NOT SAFE TO DO SO. Before could get to safe location, engine blew.

  Identification of faulty Head Gasket (warning light), failure of Head Gasket, and catastrophic failure of engine occurred on this same trip of vehicle usage. Trying to get to a safe location to SAFELY PULL-OVER and turn off engine on tight, winding, blind curved country road, required use of vehicle (see CarShield authored doc. titled AS SOON AS SAFELY POSSIBLE, attached). *********** in middle of road, prior to reaching safe pull-over location. THAT WAS ON SUNDAY, NOVEMBER 24, 2024. SUV required towing to repair shops (2) as stated previously.

  Vehicle is INOPERABLE and has BEEN INOPERABLE SINCE NOVEMBER 24, 2024.

  Repair shop did exploratory work and determined the HEAD GASKET FAILED AND ENGINE WOULD REQUIRE MACHINING (see STATEMENT document attached). CARSHIELD AUTHORIZED REPAIR TO HEAD GASKET. ONCE ENGINE DISASSEMBLED, THE FULL EXTENT OF THE DAMAGE (CAUSED ON 11/24/2025) WAS DETERMINED AND ENGINE REPLACEMENT IS NECESSARY.
  

  THERE WAS NO CONCERN ABOUT THE HEAD GASKET PRIOR TO THE ENGINE FAILING ON NOVEMBER 24TH. VEHICLE HAS NOT BEEN DRIVEN WHEN IT WAS DETERMINED THAT THE HEAD GASKET NEEDED REPLACING BECAUSE THE VEHICLE HAS BEEN TOTALLY INOPERABLE.

  Asking for CarShield to stand behind the full extent of the warranty that I paid for, and their own safety precautionary statements, to cover the damage done, and necessary remedy to the engine, caused by the failed gasket.

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

  

  Business Response

  Date: 03/12/2025

   

  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: 03/13/2025

  Complaint: 23031488
  
  I have reviewed the business' response and am rejecting it because:
  CarShield has requested I fill out a 3rd damage escalation form. The prior 2 damage escalation forms for this, the same repair request for engine failure caused by the blown Head Gasket, are attached. CarShield continues not to stand behind their (contractual) commitment to remedy the damage to my vehicle, which has been inoperable since November 24, 2024. This grievous action of CarShield, not to fulfill the contractual repair agreement(s) and not to support their own specified safety guidelines for the customer (driver)during a breakdown/emergency situation, has proven to be emotionally and financially distressing as well as burdensome to me and my family.
  CarSheilds delaying tactic for me to fill out a 3rd escalation form is further burdensome to me, as well as further delaying the repair of my vehicle. The prior 2 CarShield escalation forms should suffice for CarShield to take the proper and necessary financial action to remedy the vehicle damage.  I demand that CarShield,at a minimum, provide the necessary funds to repair my vehicle, for the entire damage to my vehicle caused by the failure of the blown head gasket. Take note, as of the writing of this note (3/13/2025), my vehicle continues to be out of service.
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car Shield Warranty service reached out to me last year to enroll in their warranty program. I carefully inquired about the items covered on my 2006 ************* S430 which the *** enumerated and reemphasized that they cover everything about the car even electronics and computers. I signed up in good faith and enrolled in auto payment to secure the service. Then I spoke to them yesterday after almost 1 year of payment after my car developed a hipcup. To my utmost suprise they denied the coverage saying it does not fall within the description of their coverage.I am sick and tired of this company antics and I want my full refund back. This company got to be properly examined.*** *****

  

  Business Response

  Date: 03/10/2025

  As a courtesy, CarShield is willing to offer you a full refund for contract(s)  MRF4379590 upon the execution of a signed settlement and release agreement. If you wish to accept, please email ******************************* and we will draft the agreement for your electronic signature.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 03/11/2025

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

• Initial Complaint

  Date:03/06/2025

  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 have a 2019 ***** RX 350 in the garage at ***** of ********* with a front timing cover seal leaking oil been there 3 weeks car shield is calling the leak a seep and refusing to pay for it, it plainly states on the contract it covers all seals and gaskets they are selectively wording it and excluding items but no matter how they word or say it its still a gasket leak. They were just sued last year for exactly the same thinking for 1000000$ dollars for doing this to people which Im sure you are aware of any help would be appreciated from me and Im sure others.Thank you Claim# *******

  

  Business Response

  Date: 03/07/2025

  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 your inspection report describes a very minor seepage of oil, and there is no active leak present to the point of a drip. Per review of the photo's provided during your inspection, the engine was cleaned off and no active leaks were found. This would not be considered a verified covered failure at this point, as this is not an active oil leak in which the oil is affected. This concern would have future coverage if an active leak were verified in the future. However, your *** would have no liability for this repair as there would need to be a demonstrated failure in the future by the repair facility in order to review for future coverage. All future claims would still be subject to the standardized claims process.

  
  CarShield has no contractual obligation to refund you for repairs that cannot be identified as a verified covered failure. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a refund of seven monthly payments for contract(s) MRF4613070 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. 

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/4/25, ******** ****** Dealership in Wausau received a replacement transmission that was incompatible with my 2017 ****** Altima SV (having over 70K miles) under an extended warranty program sold by CarShield which I paid for and is the ONLY claim I have made via ***************************** Service has never dealt with CarShield before and has found them uncooperative compared to other companies. Negotiations are still ongoing at this time.

  

  Business Response

  Date: 03/10/2025

  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 review of your file, it was discovered that your vehicle was brought in with transmission concerns and the claim was authorized for transmission replacement using a sourced remanufactured transmission. As stated within your contract,  at the administrator's election, repair or replacement of covered parts will be made with parts of like kind and quality, including but not limited to new, re-manufactured, exchanged, or used components. Your repair facility was made aware of this fact, and had agreed to accept shipped in parts. 
  
  
  However,  the repair facility seems to not want to install what they are stating is substandard transmission assembly. If there is any issue with the part that was sent out the repair facility, the repair facility must contact your administrator so that the issue may be corrected. Until contact is made, no further action may be taken toward progress your claim. 
  
  
  Respectfully,
  Customer Relations

  Customer Answer

  Date: 03/10/2025

  I am sorry to say I will be pursuing the ************************* for the next step

• Initial Complaint

  Date:03/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased car shield with the impression that if something happened they would pay for all the damages. Well, something did happen and my engine went out of my **** f 150 raptor. They quoted to fix it ****** at the dealer. Car shield is only wanting to pay $8,460. I am out of pocket for the rest of the expenses thinking they would pay for it. Im really dissapointed. Ive had to drive a rental car and be out of my own pocket because they wouldnt pay for it either only two weeks. & Ive been out about $4,000 on a rental car because it is 375 a week.

  

  Business Response

  Date: 03/05/2025

  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 decision is pending authorization following normal claims process with the current authorization to be provided to the repair facility as a credit towards engine repairs. 
  
  
  As stated within your contract, the aggregate limit of liability, for each one-month contract term of all claims and benefits, shall never exceed Ten Thousand dollars ($10,000.00). However, upon inspection of your vehicle during the initial claim intake process, your vehicle was found to have a supercharger installed which was a non-disclosed at contract inception and would be a modification to the vehicle. 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. 
  
  
  Due to your claim authorization taking place before the modification was found, the current authorization will stand. However, there will be no further authorizations toward your vehicle, and all claim expenses will be limited to the limit of liability of the contract. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 03/05/2025

  Complaint: 23017430
  
  I have reviewed the business' response and am rejecting it because:
  When i contacted carshield to purchase my contract I informed them that my truck had a factory addon it wasn't nothing I added on.If they would of ran the *** number it would of showed them that it had a factory add on.They told me ******* the purchase of my plan that it would replace my engine up to ****** dollar cost but they would not replace no superchargers or any add on's i was ok with that but they don't even want to pay the full amount of the policy they are nothing but lying crooks.
  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/05/2025

  I wasn't understanding the response from carshield so if there agreeing to pay the full amount of the policy I aggree to that but I need someone to explain it all to me

  

  Business Response

  Date: 03/05/2025

  Mr. *******, 

  The supercharger installed on your vehicle has been identified to not be a factory installed option, but rather an aftermarket part that was installed at a later date. A supercharger is a performance add on part and is considered a modification of the vehicle per the terms of the contract. As this information of the aftermarket part was not disclosed at the time of sale, further authorizations of this claim will be denied. The current authorization of $8,520.61 will remain standing as the modification was not discovered until after the authorization of this portion of your claim. However, no further authorization will be added to your claim. As a reiteration, the current maximum your claim could have possibly been paid out was your limit of liability of $10,000. However, your claim authorization will not exceed $8,520.61 as the appropriate surcharge was not added to your contract at the time of sale.

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an active CarShield Platinum Plan for my 2013 ********** Jetta, which I purchased to cover major repairs like my CV axle and EVAP system. In January 2025, my mechanic and I contacted CarShield multiple times (specifically on January 21, 2025) to authorize necessary repairs. After repeated calls and long hold times, CarShield provided no clear answers and disconnected the calls without resolution. Despite these being covered repairs under my contract, CarShield has delayed and avoided approving the work, leaving me to cover costs out of pocket. Their failure to honor the contract and their poor customer ********************** have caused me financial loss and unnecessary stress.

  

  Business Response

  Date: 03/05/2025

  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 results of this investigation have concluded that no claim was ever started utilizing your contract.

  
  As stated within your contract, in the event of a mechanical breakdown, you are expected to present your contract to the repair facility and have them call your administrator (American Auto Shield) at ************ or ************ to report your vehicle breakdown. Your administrator will confirm the coverage and the covered repair costs with the repair facility according to the terms of your contract. Then, you administrator will issue a claim number for reference during the claims process. Upon review of your file, it was discovered that there is only one call in regarding your mechanical breakdown. The customer ********************** representative noted having explained the claims process and instructed you to have the repair facility to call in to send over the necessary documents and information. There has been no further communication regarding this claim from either yourself or your repair facility. 

  
  As stated on every page of your contract, no claims will be paid without prior authorization of your administrator. As no claims were ever started, your contract would have no liability for the repairs completed. However, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MRFLC5223923 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.
  
  

   

  Customer Answer

  Date: 03/09/2025

  Complaint: 23012162
  
  Dear CarShield Customer Support,
  
  
  I recently received your response through the Better Business Bureau regarding my complaint. You mentioned offering a full refund for contract MRFLC5223923, but I need further clarification before proceeding.
  
  
  I would like confirmation on the following:
  1. Does this refund include all payments made across all my CarShield contracts, including my Platinum Plan (Oct 2024)?
  2. Does accepting this refund require me to waive any legal rights or prevent me from taking further action?
  3. What is the exact refund amount I will receive, and how will it be issued (check, direct deposit, or credit card refund)?
  4. Will this refund result in a full cancellation of my contract(s) with no future charges or penalties?
  
  
  Please provide a written response detailing the exact terms of the refund. Once I review the details, I will decide how to proceed.
  
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/09/2025

  Dear CarShield Customer Support,
  
  
  I recently received your response through the Better Business Bureau regarding my complaint. You mentioned offering a full refund for contract MRFLC5223923, but I need further clarification before proceeding.
  
  
  I would like confirmation on the following:
  1. Does this refund include all payments made across all my CarShield contracts, including my Platinum Plan (Oct 2024)?
  2. Does accepting this refund require me to waive any legal rights or prevent me from taking further action?
  3. What is the exact refund amount I will receive, and how will it be issued (check, direct deposit, or credit card refund)?
  4. Will this refund result in a full cancellation of my contract(s) with no future charges or penalties?
  
  
  Please provide a written response detailing the exact terms of the refund. Once I review the details, I will decide how to proceed.
  
  

  Sincerely, 

  ****** Marf

  
  

  

  Business Response

  Date: 03/10/2025

  We have been informed that a member of the CarShield Legal will be reaching out to discuss your settlement and release agreement shortly. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 03/25/2025

  Since my initial complaint, CarShield has continued to act in bad faith. They responded by offering a settlement that still includes a non-disparagement (gag) clause, which prevents me from speaking about my experience.
  

  Despite my clear rejection of any further contracts with CarShield, they have refused to remove the restrictive terms, proving their focus is not on making things right, but on silencing complaints.
  Additionally, they:
  Hung up on my mechanic multiple times when he tried to file a claim.
  Ignored my written refund request, which was received on February 10th.
  Only responded after I escalated to BBB, FTC, and the NY Attorney General.
  Refused to honor the contract I paid for and now expect me to sign another legal document with restrictive terms.
  

  I want to keep BBB updated as I now move forward with filing legal action in ********. CarShield has not made a genuine effort to resolve this fairly, and I will not be signing any settlement with restrictive terms. Let me know if you need further documentation.
  
  
  

  
  

  

  Business Response

  Date: 03/25/2025

   

  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. 

  CarShield has made an offer of a full refund with a signed Settlement Agreement. There will be no additional offer made. 

  Customer Relations

  Customer Answer

  Date: 03/27/2025

  Complaint: 23012162
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/02/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase extended warranty coverage from car shield. I i paid a monthly fee to car shield for more than two and a half years before I terminated the contract. My reason for termination was that there was a problem with my automobile. I contacted car shield regarding the problem. Carshield would not honor the claim from my car dealership that there was a component problem with my car. Car shield position was that according to their contract that I had with them. If there is a component problem with the car, they are not liable to have that component fixed so my car could run. The car dealership was surprised. Since they have dealt with many different car warranties and could not understand why car shield would not honor my contract and had that component fixed. I ended up paying twenty five hundred dollars to have my car fixed and two and a half years of paying on a extended warranty contract.That was never honored. My personal position is that car shield is a fraud. They will find any excuse possible never to pay out on an automobile issue period I thought that's the reason why we buy extended warranties on our automobiles.

  

  Business Response

  Date: 03/04/2025

  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"). 
  
  
  As stated within your contract, any part that has not broken or failed, even if a repair facility has recommended repair or replacement would not be eligible for coverage per the terms and exclusions of your VSC. Your contract also excludes coverage for any cost related to updating, bettering, or retrofitting components or systems of your vehicle for any reason including but not limited to product changes, lack of product availability or government regulations.
  
  
  Upon review of your file, it was discovered that your vehicle was brought in with concerns of the turbos and repair facility found that the boost pressure sensor was intermittently failing. However, the original equipment manufacturer ("***") for you vehicle no longer sells boost pressure sensor's individually. The repair facility had requested both turbos for replacement without presenting a failure. As your coverage does not provide coverage for "betterment", the turbo chargers on your vehicle were denied for coverage and your claim was authorized for the **** of the *** boost pressure sensor with verified labor time.
  
  
  CarShield has no contractual obligation to refund you past the initial thirty day grace ****** allotted within your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer you a refund of twelve monthly payments for contract(s) MRF4121468 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: 03/04/2025

  Complaint: 23010473
  
  I have reviewed the business' response and am rejecting it because: I purchased an  extended warrant for my auto. I never could of imagined that because the original component was replaced because of issues the Manufacturer was having with the part that this would null and void my contract with Car Shield. The component that was replaced by the manufacturer was a solution to the Turbo System issue.  Why would a remedy to a problem create an agreement that I have to cover issues with my auto now would be considered a change to my auto. I paid Car Shield to warrant my car against issues the car may have but instead they find the loop hole to get out of coverage for a problem with the car. In that case they should of refunded all my policy payments for which I paid in case of a problem. The policy is to cover car issues after Warranted nothing less.    
  
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/05/2025

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

  However, if you wish to accept the offer of a refund of twelve monthly payments for contract(s) ) MRF4121468 upon the execution of a signed settlement and release agreement, please email *********************************************************. 

  Customer Answer

  Date: 03/06/2025

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