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:05/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26, 2025 I took my Jeep to ******** on ************* to repair the brakes. I called Car Shield to ask what they cover in terms of brakes. They explained that the rotors,andrcalipers . The stated the only thing hey don't cover are brake pads. Ultimately they didn't any of it. They told me it wasn't covered because rust fell into the rotors causing the damage. I explained a ********************************** the under carriage. They couldn't explain why it wasn't covered..

  

  Business Response

  Date: 05/15/2025

  A member of the CarShield legal department has attempted to reach out to you in order to discuss a potential resolution for your dispute. Please call the number left within your voicemail at your earliest convenience. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 05/19/2025

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

• Initial Complaint

  Date:05/14/2025

  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 car warranty from car shield in November 2024. I took my vehicle to ******** on 11/7/2024 to receive an oil change. While I was there at ******** I called car shield to see if I could get my check engine light diagnosed and receive a rental car because I had no transportation. They said yes. ******** checked my engine light and gave me a code of P0014 and said it could possibly be a timing chain but they don't fix it. They said to bring it back the next morning because they didn't have anyone there at the time to diagnose it but they wrote the code on my paperwork. I called car shield back and asked could they find me a shop to take it to since ******** didn't fix it. They found a shop which I called and they told me to have it towed there. I had my truck towed from my house which is five minutes from ******** to the repair shop. The repair shop is saying I need an engine. Car shield is refusing to pay for the engine because they said I drove the truck from ******** home which is 5 minutes. ******** never even diagnosed my vehicle because they said they didn't have anyone there to look at it and to bring it back the next morning. They just said what it could possibly be. I never even got a diagnosis until it got to the repair shop that's it at now. Car shield is saying according to my contract that continued use after diagnosis will result in non payment. I never even got a diagnosis.

  

  Business Response

  Date: 05/15/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was started by the repair facility for a timing chain failure. At the beginning of your claim, your repair facility did not know whether or not there was additional damage which may require other repairs or an engine replacement. However, your elected repair facility did provide an estimate for an engine at the outset.
  
  
  Your claim was authorized correctly for the initial and only cause of failure presented by your repair facility: the timing chain. The decision to deny a potential engine replacement is due to you stating on a recorded line that you were aware your vehicle had an illuminated check engine light but still chose to drive your vehicle to a repair facility, and then again decided to drive it back home. 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. The citation of continued operation is correct and if there was sub damage found by the repair facility post the adjudication of your current claim, the repairs would be denied as the damage would have been caused by continued operation. There will be no further authorizations added toward your claim due to mechanical negligence.
  
  
  Your claim has been authorized for $3,986.63. This authorization will stand. However,  there will be no further authorizations added toward your claim due to the continued operation of your vehicle after a mechanical breakdown had occurred. Nevertheless, as an effort to resolve this matter, CarShield will offer a one time payment in the amount of  $3,986.63 upon the execution of a settlement and release agreement with a voided authorization to your repair facility. 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: 05/16/2025

  Complaint: 23328571
  
  I have reviewed the business' response and am rejecting it because:
  The information that was given was not accurate I went to pep boys to receive my oil change.  They did a courtesy check engine light for me and wrote the code on my oil change receipt.l and told me what it could possibly be but they weren't sure but they said that was something they could not fix.  Because they did not have anyone to diagnose it they told me to bring it back the next day. Instead of me bringing it back the next day I called car shield to ask them where I could take it to.  They already knew I was at ******** because I told them.  I'm pretty sure those calls are recorded too.  I made 2 calls to car shield while I was at ********. They need to pull those calls. They didn't tell me I couldn't drive the vehicle home they just said where I could take it to get repaired.  So I drove 5 minutes home and had it towed to the repair shop where it is now. When the representative contacted me and asked me what happened I told her all this.  The check engine light came on that morning.  I took it to ********.  Yes I drove it to ******** to get it diagnosed to see what was wrong with it.  Car shield is just looking for an excuse not to pay this claim fully.   I did nothing wrong on my end.   The shop is telling me I may need a camshaft which is about 2000 and car shield is also refusing to pay for that.    Why have a car warranty which I pay my monthly premium each month that is not going to cover your breakdown expenses?  I not only have this vehicle covered with them but another one.  I should have actually listened to all the bad reviews they receive and went with another warranty company.  I did everything on my end that I was suppose to.   Talk to your **** at car shield and listen to all the phone calls.  Just like you said they were on a recorded line also. 
  
  
  Sincerely,
  
  ****** M ******

  

  Business Response

  Date: 05/20/2025

  As stated in our previous response, this contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. The citation of continued operation is correct and if there was sub damage found by the repair facility post the adjudication of your current claim, the repairs would be denied as the damage would have been caused by continued operation. There will be no further authorizations added toward your claim due to mechanical negligence. Upon a recorded line, you admitted to driving with an active check engine light. 

   

  If you wish to accept our offer from our previous response, please email ******************************** No further authorization will be added to your claim. 

  -Customer Relations 

• Initial Complaint

  Date:05/13/2025

  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.

  On May 12, 2025, the claimant contacted Car Shield regarding eligibility for a repair on their ***************** The representative informed the claimant that the issue involved the plan administrator and transferred the call to the *******************. Upon speaking with a representative from the ******************** the claimant was informed that the Mercedes dealership would no longer accept payment from Car Shield. However, the representative offered an alternative plan requiring a down payment, a 30-day waiting period, and monthly payments ranging from $166 to $220 for coverage up to ******* miles.The claimant raised several concerns regarding this offer:They have been paying Car Shield $222 per month since July 2024.They were previously told that coverage would continue regardless of vehicle mileage, provided premiums were paid.They were also informed of a 500-mile waiting period and the ability to choose any certified mechanic, which was fulfilled.Car Shield is now stating that coverage is not available unless the claimant pays an additional down payment and completes another waiting period.The claimant attempted to cancel the policy online, but was unable to do so and was instead required to call customer **********************, where they felt harassed and pressured into purchasing another policy. The claimant alleges false advertising and deceptive business practices by Car Shield and seeks a refund for the payments made.The claimant may have grounds to pursue legal action for breach of contract, false advertising, and unfair business practices. Potential claims could include violation of consumer protection laws, misrepresentation, and failure to honor the terms of the original service agreement.

  

  Business Response

  Date: 05/14/2025

  CarShield has reviewed Ms. ********* file, and it was discovered that no contact has been made with Ms. ******* since April 2nd, when a voicemail was left regarding a collection of her monthly payment. All lines at CarShield are recorded and documented. At no point was Ms. ******* informed that she must pay an additional down payment and complete another waiting period. 
  
  
  CarShield is the biggest provider of vehicle service contracts in the US and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. Furthermore, CarShield is aware their competitors are calling customers and impersonating ********************** employees and we are looking into the matter. We kindly request that you forward the number related to the above mentioned call to ********************************************************* for documentation/investigation purposes. 
  
  
  If Ms. ******* is experiencing a mechanical breakdown, please call the claims department at  *************** to begin a claim.  However, if Ms. ******* wishes to cancel her VSC, please either respond to the BBB complaint below or have her email ********************************************************* and her contract will be cancelled effective immediately. 

  Respectfully, 

  Customer Relations

• Initial Complaint

  Date:05/13/2025

  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 cancelled my carshield warranty which $129.99 a month. I called to cancel. The person on the phone said the payment might come out one more time because of when I called. I called on the 1st of april. He said I would get a refund if they did take it out. They took the money out, and they have not refunded me.

  

  Business Response

  Date: 05/13/2025

  As a courtesy, CarShield will refund one monthly payment back to the card on file. Please allow 5-7 business days for processing. 

  -Customer Relations 

• Initial Complaint

  Date:05/13/2025

  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.

  So I started a claim with CarShield my insurance on 4/25/25 due to issues with my car that they said would be covered. Upon calling for a tow truck home I was left for an hour because the operator didnt rely the message properly. They also provided with the services of ************* which is why I sending you this. The day I went to go pick up my car 5/10/25 the shop keeper informed me that the insurance never got in touch with him nor did he make an effort to reach out to them. Then when I called them yesterday 5/12/25 and informed them about the problems Ive been having with the repair shop they said the repair shop rejected or refused the car parts that was shipped to them meaning they never ordered any new parts for my car just took it apart and put the broken pieces back in to make it seem like they were working on it. When I asked them if the claim was closed and they said no and if I took it to another repair shop and the diagnostics is the same I would have to take it back to ************* Repair knowing the problems Ive been having with them or pay out of pocket those were my 2 options that the insurance gave me. I dont believe the insurance verified the shop to make sure everything is adequate because this shop is obviously running and operating an illegal business along with fraudulent activities. When proceeded to ask for an full reimbursement I was given an email address that doesnt work from CarShield. More evidence of fraudulent activity if you could look into both of these businesses and find a positive outcome that would be great thank you.

  

  Business Response

  Date: 05/15/2025

  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 correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was started and authorized for repairs/replacement of the vehicles water pump assembly on 4/23/25. However, your vehicle was moved to new repair shops on multiple occasions after authorization given due to out of pocket costs due to repair facility not allowing shipped in parts and over charging on parts and labor costs. As stated within your contract, your Administrator may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of your vehicle at the time of repair. ******************** may choose to have parts shipped to the repair facility. If the repair facility does not accept shipped parts, *** may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. Your initial repair facility has chosen to not accept shipped in parts and has grossly overcharged for labor. This is clearly out of the control of your Administrator. 
  
  
  
  Furthermore, the email provided to you is a method to be reimbursed for approved repairs to the amount that was authorized within your claim for all verifiable labor and exclusions per the terms of your contract. The image you have provided depicts the incorrect spelling of reimbursements, and is the sole reason as to why it had failed delivery.  The correct email address is ***********************************************************. Once the proper spelling of the email address is used, you may submit over your final invoice for review for reimbursement up to the limitations of your VSC. 

• Initial Complaint

  Date:05/13/2025

  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.

  stating part not covered when was told the day before all parts are covered so i took to a mechanic he called in they denied the claim. part is covered for mechanical break down. the claims said one part was not covered and they denied claim after i have paid for this for over 3 years with no claims. first claim and they state aloop hole not to cover part.

  

  Business Response

  Date: 05/15/2025

  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 correspondence 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"). 
  
  
  CarShield provides extensive coverage for many of your vehicle service contract repair needs. However, upon review of your file, it was discovered that your vehicle's electric cooling fan motor caused fan blades to impact the radiator. The impact had ultimately led to creating a leak and then failure of the radiator. The radiator would be excluded from coverage as the failure was caused by a uncovered component listed within your contract. Your *** does not provide coverage for failures due to uncovered components. A more extensive list of terms and exclusions may be located within your contract.  
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a one time payment in the amount of $1300.00 to you upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:05/12/2025

  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.

  On or about April 15th I called, car shield customer ********************** and canceled my monthly warranty plan. May 11 I received message from my financial institution that my account was debited $226 after I canceled my policy. They said I did not cancel it. The associate did not read me some kind of disclosure and I was supposed to call back. They are refusing to refund the money they took out of my account . The ************************* quoted 10 hours to fix my truck, but car shield would only authorize 4 an a half so I had to have my truck towed to a different location at my expense and they did not want to pay $1,200 for the part and would only authorize $364. So I took a loss on the towing from one dealership to another. Then the parts and labor.Which cost me over $3000? If I have to spend this kind of money, I don't need them. So I canceled the policy on or about april 15. I spoke with customer ********************** May 12th. At 945, then a supervisor called me later on the same day saying they're not going to refund my money because I didn't cancel my policy. And now they're cheating me out of $226.00 monthly payment

  

  Business Response

  Date: 05/12/2025

  Based upon the review of your file, you had stated you would call back on whether you wish to cancel your coverage. There were no calls in April to confirm cancellation. However, as an effort to resolve this matter, CarShield has cancelled your contract, and will refund you one monthly payment back to the card on file. Please allow 5-7 days for processing. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/12/2025

  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 purchased a policy effective 9/3/24. The policy is active as long as automatic payments are made which they have been to date. I notice an incorrect *** on the policy when I attempted to get my car fixed. I called and was told that correct *** has been updated and I was good to go. I then received a call the afternoon and was informed that *** could not be updated and I would need to cancel and get a new policy. I was i was informed the current policy would be valid until 5/31/25. Nonetheless, the policy cannot be used because the *** does not match my car. I was told that since I made payments for 9 months they can create the new policy 6 months, and I still would need to wait the 30 day period and the new policy has penalties which original policy does not.

  

  Business Response

  Date: 05/13/2025

  Ms. *****,

  You were informed on a recorded line that the current claim would not be covered when you purchased your new contract MFF4830166.  It was also recapped at the end of the call. 

  CarShield will refund your payments in full upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  CarShield will not reimburse for repairs as they are not responsible for the *** error you gave when you purchased the previous contract. 

  Customer Relations

  Customer Answer

  Date: 05/19/2025

  Complaint: 23319755
  
  I have reviewed the business' response and am rejecting it because:
  All of the issues were not addressed. I have also requested to have the 30 days waived from new contract along with the deductible to remain $200 not the $250. As well as, the removal of the $1000 deductible for the first 3 months. That was not in my original contract and for the same car to be registered with the correct VIN should not cause the change of policy. It seems as though as the customer, Im the one suffering. 
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/20/2025

   

  Our administrator, ******************** made changes to their contracts and have new terms and conditions. CarShield does not have the ability to change of those terms. 

  If you are unhappy with the terms of the new contract, we will happily refund you in full. Please email ******************************* if you wish to cancel the contract MRFLC5379030 and we will issue a full refund back to the card on file. . 

  Customer Relations

• Initial Complaint

  Date:05/12/2025

  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 have been with Carshield for a while now. They have changed the whole process of how you submit a claim. I put a claim in for my reservoir. Now the mechanics are are submitting the claims on behalf of the consumers. My claim was denied because of corrosion but my car did not have corrosion. The mechanics charged me $300 just to look at my car. I eventually had to pay to get my car fixed which cost me $1000.00. I continued to complaint because they stated that they would refund my money. I would like to be refunded in the amount of $1000.00.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this matter to our attention. 

  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim would have been authorized for the amount of $281.15  less the $100 deductible. Per the terms and exclusions of your VSC, your contract does not provide coverage for parts over the MSRP rate, excessive labor times, and components not listed for coverage such as coolant flushes. 
  
  
  You were informed that you were eligible for claim reimbursement. However, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $1000.00 inclusive of your reimbursement to you upon the execution of a settlement and release agreement and a waive of claims. If you wish to accept this offer, please email *********************************************************. If you do not wish to accept this offer, your reimbursement check in the amount of  $281.15 will be sent via *** overnight with tracking to the address we have one file. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 05/14/2025

  I accepted the refund the business has offered me. This issue has been resolved. 

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car shield was Not given permission to put myself on automatic withdrawals. Car shield was supposed to wait for me to give there company permission to withdraw drawal funds from my account ********************** took 2 (two) withdrawals from my account in the month of March 2025. ***

  

  Business Response

  Date: 05/12/2025

   

  Ms. ******, 

  You contacted CarShield on 3/25/25 and attempted to make a payment but the payment was declined. It was tried a second time on the call and still declined. At that point you said you would call back.  

  As explained the date you purchased your vehicle service contract (MRF5202845), CarShield must receive your payment 4 business days before the due date or the payment will automatically be taken from the account on file.

   If you wish to cancel your contract, CarShield will refund your last 2 payments upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations