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:02/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dad was the account holder. He passed away October, 24, 2023. I learned of CarShield monthly withdrawal months later. I reached out about a refund in January, 2024, not knowing what the written policy was or where it is. Emailed a death certificate first, then learned I needed to obtain administrator certificate for other accounts information so I added that to an email, in early February, 2025. Ive called many times and just find this out tonight (02/28/2025) that the refund is denied because we didnt say anything sooner?! What does that matter?! Carshield refuses to refund the amount from a deceased persons limited remaining funds? There is no probate in this case (for ******** small estate). I obtained a certificate for administrator and have done so, just on 2/5/2025. I was not sure what to do to make sure things were done with papers before getting help from local counsel. The grief has been enormous for me especially and this is beyond unreasonable to think he was paying for something after his death without making any claims. He would not like that too much. Again, I, as administrator, am requesting the company do the right thing and refund $109 each month from November, 2023 thru January, 2025. Copies of the emails with the death certificate and qualified administrator certificate can be provided again.

  

  Business Response

  Date: 03/03/2025

  We have reached out to the above contract holder's family, and we have reached an amicable settlement between both parties. CarShield considers this matter closed.

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I want to thank the business for the prompt settlement offer and action taken. 
   
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:02/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had work done on my vehicle by AA auto in ******************************* and I used my Carshield Warranty to help pay for costs. AA mis diagnosed the issue and caused further problems to my vehicle. I pay a monthly premium for carshield through my plan and they sent an after market part to repair and low and behold this did not fix the issue. I recently took my vehicle to another mechanic who advised that the fix was incorrect and the diagnosis was completely different than the initial diagnosis. After speaking with management at carshield, they advised that I could take my vehicle to.another location due to mis work and customer dissatisfaction. I then recently recieved a call from carshield advising that the claim will not be paid or may only be paid partially , which is a consumer rip off and not what I signed up for. I have now been without my truck for weeks, and this has been a major inconvenience due to the negligence of AA auto and Carshield. This is bad customer ********************** and the company is tying to nickel and dime me and not take care of a customer. I have spoken to multiple people at Carshield and thier customer ********************** is not helpful, does not seem to want to help, and does not honor the principles that they stand on. I also have reached out to the states attorney this week for assistance as this has gone too far. I ****** filing a complaint against the company

  

  Business Response

  Date: 03/04/2025

  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 ("***"). 
  
  
  Upon review of your file, it was discovered that the Transfer case module/actuator had been authorized and replaced by your previous repair facility during claim  2599336. The transfer case module warranty would be through the vendor and labor warranty would be through the repair facility.  As stated within your contract, if a breakdown is covered by a manufacturers warranty, repairers guarantee, or any other service contract, or insurance policy of any type, such coverage(s) shall be primary and coverage under your contract shall be secondary. The current warranty has been identified to be 12 months or ****** miles, neither of which have elapsed. Based on diagnosis from your current repair facility, the current mechanical issues present within your vehicle are due to a failure of the vendor part shipped on claim 2599336.
  
  
  Your current repair facility wishes to replace the unit with an OEM unit at a higher cost to you, and paid labor that has already been performed by previous repair facility. However,  your vehicle would have to return to the prior repair facility for warranty repairs in order to process part warranty through the vendor. Any repairs paid for with no prior authorization would not be eligible for reimbursement and the *** would not be liable for any misdiagnosis or improper repairs completed by either the previous or current repair facility. Any new or unrelated concerns would need to be called in following the normal claims process.
  
  
  If you wish to complete the repairs outside the warranty provided by your previous repair facility, the cost of the repair would be deemed your responsibility per the terms and exclusions of your vsc. 
  Respectfully,
  Customer Relations

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2025 I'm not sure of the exact day I took my car to the shop because it was having problems at the time I was covered under Carshield by this time I paid them a little over $588 the coverage plane I had was to start after 50 days an 1000 miles when it was time to use it I was informed that they would not cover me after I completed the 50 days an I was 110 miles over the 1000 miles

  

  Business Response

  Date: 03/03/2025

  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"). 
  Your breakdown coverage begins after the following days & mileage combination have been met: 50 days AND ***** miles from the Contract Effective Date. Any breakdowns that occur during the waiting period, or prior to the inception of your contract would be deemed pre-existing and would not be eligible for coverage. Upon inspection of your file, it was discovered that the reported of mileage of ******* differed from two service records and the Carfax reports that were pulled during the initial intake  process of your claim. Your vehicle was found to have higher mileage than indicated at the time of sale for your VSC, and would be considered still in the waiting period. As your vehicle was found to be still in the waiting period, your vehicle would not be eligible for coverage per the terms and exclusions of your contract. A more extensive explanation regarding the waiting period may be located within your VSC. 
  
  
  CarShield has no contractual obligation to you past the thirty day ***** period as allotted within your contract. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a full refund for contract(s) MRF5264269 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

  
  

• Initial Complaint

  Date:02/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting around February 11th I started having issues with my 2016 Jeep Cherokee. Took it to a shop but they werent supported by CarShield. Called CarShield to cancel as there wasnt a lot of choices in my area. The *** on the phone told me to use a local Jeep dealership they deal with CarShield. Never mentioning about the 30 day and 1000 mile waiting period. Took my Jeep to the local Dealership received a call stating claim was denied due to still having a 60 day waiting period. Called customer ********************** and told that was incorrect but that I didnt hit both waiting period steps (I was short 300 miles). Then asked since I already asked for help would this now be a pre existing issue and not covered. I was told yes. So I wanted to cancel my warranty doesnt do my any good; if Im not out the waiting period. The *** then asked if I planned on keeping vehicle (which at that point was not your concern) I wanted to stop the automatic payments. She then tried to tell me I still had some days on my contract to think it over; did not want that option. Wanted the draft to stop. Finally received an email the draft would be stopped. So while paying for warranty that did nothing for me; to get my jeep back from the dealership I had to pay an additional $187 diagnostic fee to even get it back. I would have never taken my vehicle to the dealership if I was told to by CarShield. Even though it was only 2 months I was paying for something that I couldnt use and that was no help to me.

  

  Business Response

  Date: 02/28/2025

  As a courtesy, CarShield has issued a full refund to be dispersed back to the card on file. Please allow 3-5 days for processing. 

  Respectfully, 

  Customer Relations

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* into purchasing oner multiple calls. Agreed to plan. Paid plan in full and never received paperwork. Have called multiple times with no resolution.

  

  Business Response

  Date: 02/28/2025

  Mr. ******,

  You purchased your contract on June 21, 2022.   The last time we spoke to you on 9/22/23 you requested a copy of your contract and it will mailed to you.  CarShield has no record of you calling after that requesting another copy of the contract. 

  CarShield will send a hard copy and email a copy of your contract for your records with a return receipt to ensure you receive it. 

   If you wish to cancel your contract, you will receive a prorated refund with a signed settlement agreement. 

  Please email ******************************* if you wish to cancel and receive a prorated refund and we will draft the agreement for your electronic signature. 

  Customer Relations

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield keeps calling me on both my home and cell. I have asked them to stop this twice, and each time they said they will not call me a again. However, they will not stop. I block the number and they still get through by changing the number. I have reported to *** and now here out of desperation to get them to stop.

  

  Business Response

  Date: 02/27/2025

  We have put you on our no contact list, and we have blocked the number we have on file as of 2/27/2025. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/27/2025

  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 signed up with car shield for the because i had bought a used truck and it didnt have any thing protecting it when they fixed my transmission it was a fihht they decided to send out an inspector twice to look at my truck the first one canceled and so there was already a delay then i had issues with them not communicating with my machanic. Then after a ton of calls they finaly approve and send out the transmission i then loose my rental two days before the truck is completed keep in mind there was a delay due to the fact of the inpector so im out of work due to habing to turn in my rental two days before it was finished and after paying the deductible and missing work i now find out that out of pocket i have to pay for my transmission to get programed of course the sales agent forgot to mention that. Then now my engine blowes and again they have a hard time communicaying with my machanic "same one as before" and then decide to decline the repair so now i have to pay oit of pocket for something i was told i was covered for.

  

  Business Response

  Date: 02/28/2025

  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, you must maintain all fluid levels as recommended by your vehicle manufacturer. Failure to maintain fluid levels as recommended, and failure to protect your vehicle in the event of a mechanical breakdown may result in the denial of your claim. Upon review of your file, it was discovered upon inspection of your vehicle that there was no antifreeze in the radiator and the transmission was eight quarts low on fluid. The adjustor of your claim confirmed with the repair facility that the thermostat housing was where the coolant was found to have leaked out and led to the overheat/engine failure. They also stated the trans fluid leak was coming from a seal and it was operated to a point in which the transmission  was eight quarts low of oil needed to safely operate your vehicle. The thermostat housing is deemed an excluded component within your VSC. Failures to the engine due to the thermostat housing (a component not listed for coverage) and the continued operation of your vehicle to the point of failure would exclude your engine from coverage. A more extensive list of terms and conditions may be located within your VSC under "General Exclusions". 
  
  
  Following the diagnostic of both your engine and transmission, it was discovered that you had chosen to cancel the contract and void your claim. Upon the void of your claims process, you have eliminated any additional coverage your VSC may have provided for claim 2620159. As the total amount in claim authorizations far exceed what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/26/2025

  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 account with ********************** and never filed a claim. On Friday, 27 Dec 25, I was on my way home when my check engine light started to blink. I was about three miles from my residence and I coasted to the house. I called CarShield that very day and they arranged to have my car towed to a shop of their choice on Monday, 30 Dec 24. After having to call for updates on the repairs to the shop and CarShield, I was told one month later that my claim was denied because I drove the vehicle, knowing it was damaged. I told them on many occasions what had happened to no avail. The commercials looks very nice on TV but they do not stand up to their end of the deal.

  

  Business Response

  Date: 02/28/2025

  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, you are expected to take immediate action to prevent further damage to your vehicle. Your contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. Upon review of your file, it was discovered that your vehicle was driven with a check engine light on for a failed fuel injector and was driven home with an active misfire condition until the complete failure of your engine occurred. Following the failure, the vehicle was then towed to the repair facility for diagnosis. Operating the vehicle to the point of failure would be deemed both continued operation, and negligence per the terms of the contract. These exclusions would limit coverage to the initial cause of failure for the fuel injector, and exclude the engine.  Your claim was authorized for $1,652.99, and the payment has been released to the repair facility. A more extensive list of terms and exclusions may be located within your VSC. 
  
  
  CarShield has no contractual obligation to refund you for repairs that were adjudicated in accordance with the Vehicle Service Contract. Nevertheless, CarShield is willing to offer you a full refund minus claims paid for contract(s) MRF4713011 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: 02/28/2025

  Complaint: 22994936
  
  I have reviewed the business' response and am rejecting it because: WHEN THE CHECK ENGINE LIGHT CAME ON, i WAS THREE MILES FROM THE HOUSE AND COASTED TO THE HOUSE WHERE i REPORTED THE ISSUE.
  
  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/03/2025

   

  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 CarShield's offer of a full refund minus claims paid for contract(s) MRF4713011 upon the execution of a signed settlement and release agreement, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 03/04/2025

  Complaint: 22994936
  
  I have reviewed the business' response and am rejecting it because You think I'm the reason for the breakdown of my vehicle. Your adjuster looked at my truck. He saw condition in which I keep my vehicles. I do not abuse my vehicles. The check engine light started to blink while I was driving. I took it to the house immediately and called. I know the shop wants to put a new engine in the truck but I will settle for a used or remanufactured engine. This my first claim since I started with you. Most days I look at commercials saying you are the best. Please prove it. 
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/26/2025

  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.

  02/26/2025 yesterday I called car shield to see if the part I needed fix with my car because the night before my car was acting up around 8:30pm so i went to autozone for a diagnosis i tried to call carshield and they were closed.. MY BIGGEST MISTAKE was taking their recommended auto shop because their main goal was to take the most out of the warranty, when they called me and told me i needed a new engine i was baffled!! so i believe the mechanic handling the claim said certain things to the warranty to not allow them to help me. yesterday carshield said they would approve the 2 solenoids and timing chain. Today the mechanic told me the adjuster told me he already spoke to me WHICH WAS A LIE. but today i found out they were only going to give me a credit to replace the engine. when signing up for this warranty i was assure that if anything happened to my engine they will replace it and now im getting the run around and they arent going to fix my car and Ive paid the monthly ON TIME every month

  

  Business Response

  Date: 03/03/2025

  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 Vehicle Service Contract, you are expected to take immediate action to prevent further damage to your vehicle. Your contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.  Upon review of your file, it was discovered that your vehicle was driven into the repair facility with a known concern. Your repair facility performed a diagnostic test on the  vehicle and discovered multiple timing related failures. Through further diagnosis, metal was found through out the system including metal debris packed into the oil control valve screens indicating that the failure has been a long occurring issue. The Initial cause of failure of the timing chains have stretched causing the timing codes and likely the chains rubbing on the inside of the timing cover in addition to various internal components causing the metal debris throughout the vehicle. 
  
  
  Your contract would only provide coverage for the initial cause of failure, and would not be applicable to the complete replacement of the engine as the continued operation has caused extended damage, and would be excluded from coverage. Your claim was adjudicated to reflect the exclusion of continued operation.  A more extensive list of terms and exclusions may be located within your vehicle service contract. 
  
  
  CarShield has no contractual obligation to refund you for repairs that exceed the contractual liability of your VSC. As your claim authorization far exceeds what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:02/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarShield has continued to deny repair cost associated with a contractually covered repair. A repair shop had specific outlined repair instructions to complete the job to make sure my vehicle is safe. CarShield will not cover all required cost associated with the repair. My required deductible is $200, my final out of pocket is more than twice that at $500+. This is not the product that was sold to me.

  

  Business Response

  Date: 02/26/2025

  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 current and previous claim were adjudicated past the liability of the vehicle service contract.
  
  
  As stated within your contract, a breakdown that is covered by a manufacturers warranty, repairers guarantee, or any other service contract, or insurance policy of any type, such coverage(s) shall be primary and coverage under this contract shall be secondary. Upon review of your previous claims, it was discovered that a service record sent in for first claim that was filed with your *** shows both a valve cover reseal and water pump replacement. The following claim that was filed pertained to a valve cover replacement which is most likely due to tech damage and a second claim for the water pump. Both of these items were considered to be under the repair facility's warranty, and the responsibility of your repair would fall solely to your repair facility.  
  
  
  CarShield has no contractual obligation to provide coverage for a mechanical breakdown past the *** liability. Your claims were adjudicated past the liability of your contract, and all future repairs that fall under a warranty would be deemed to be the repair facility's sole responsibility for repair. Due to your claim authorizations far exceeding what has been paid into the contract, there will be no refund due. 

  Respectfully,

  Customer Relations