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:07/07/2025

  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.

  I took my vehicle to a shop to have work performed. I needed a new motor for the windshield wipers and a new air conditioner. They denied my claim even though the commercials say everything under the hood is covered.

  

  Business Response

  Date: 07/08/2025

  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 Manager for AAS, 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 authorized for the wiper motor concern.  However, the evacuation and recharge as either a service or for diagnosis procedures is not covered under the terms of the contract. These services would only be authorized with a replacement of a covered a/c component. The CV boot would be eligible for coverage for replacement only and the axle associated with your vehicle's concerns would not be eligible for coverage without a failure present. At this time, the axle has been a suggested repair per the repair facility's diagnosis, and a coverable cause of failure has not been identified. As stated within your contract, your *** does not provide coverage for parts that have not been found to have failed, even if the parts replacement is recommended by your repair facility. A more extensive list of terms and exclusions may be located within section, "GENERAL EXCLUSIONS" of your contract. 
  
  
  At this time, you have not authorized the out of pocket costs that have exceed your VSC liability and would be considered your responsibility per the terms of your contract. In order to progress your claim forward, you will need to authorize the out of pocket costs so that your repair facility may complete the repairs authorized for your claim. Once a final invoice has been submitted, your Administrator will release payment for all coverable/verifiable components and labor per the terms and exclusions of your VSC. For more information on how to submit the requested items, please contact the ******************** ****************** ***************.

  -Customer Relations 

• Initial Complaint

  Date:07/07/2025

  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.

  06/26/25 I took my car in for an engine light on. I needed 2 sensor, 2 and completing monitors, replacement exhaust manifold casket, LH side current DTC P0430 Bank 2 CAT efficiency replace bank 2(L/S) exhaust manifold casket IF dtc returns ********* 02 replaced tech replaced bank 2 exhaust manifold casket, test drove vehicle and confirmed cat efficiency monitor passed results are in service snap. When ****** called car shield for approval to proceed with the repairs, car shield they informed ******, car shield they said I had to pay $424.72 if I would not wait 2 -3 days for them to mail the parts to ******, when ****** could do it the next day. When I asked why not just the $200 per my contract they said because their parts were cheaper. I said why this time I had to pay? The man ****** and I spoke keep changing the cost and he said he would call us back. Needless to say both ****** and I had to call him back. Again he kept changing the cost. I charged it on my master card.The following Monday I call with the complaint, I was told since I made the bill the woman said there wasnt anything they could do. She said I shouldve had pay. I said for her to tell me where you could shop and NOT pay! No answer

  Customer Answer

  Date: 07/08/2025

  The service person who supplied the price for the parts keep changing the price for the parts. He also said he would call ****** back with price and he needed to speak with me. We both had to call him back for the information. The Car Shield person appeared as he didnt know what he was doing and couldnt be sure when the parts would arrive and they would be the correct ones. 

  

  Business Response

  Date: 07/09/2025

  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 Manager 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  authorized for all MCE covered parts and verified labor per the terms of the contract. However, repair facility part and labor pricing mark **** the cost of your deductible, unreported miscellaneous fees, shop supplies, and taxes would not be covered under the contract and would be deemed  your responsibility. Your claim has been authorized and paid in the amount of $1,290.31. 
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time refund of three monthly payments for contract(s) MRF4862425 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. 

  -Custom Relations 

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:07/07/2025

  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.

  I currently lease a vehicle from ***. The lease will expire in January, 2026. I had received about 4 letters from CarShield indicating that I had not contacted them yet to have my service contract with them activated. They said that if my warranty expired that I would be responsible for paying any repairs, and that an immediate response was requested. After the fourth letter I called the company on the number listed. I informed them that I felt their letters were somewhat applying pressure and intimidating. the person I spoke to said they weren't intimidating and were just advising me of their services. I explained that the repetition was harassing and I demanded to be removed off their target list. The representative said he removed me from the list and he said it sarcastically and in a condescending way. I didn't mind that so much and felt relieved that the annoying letters would finally cease. That was in May, 2025. However, the letters did not stop and I have received 3 more letters since that phone conversation with ************************** I am really annoyed and feel I am being harassed. I completely disagree with their marketing tactics and the fact that the representative lied about removing me from their list. I want this rude activity to cease! I never requested any information or authorized them to contact me regarding the warranty that was expiring in January. In fact, I don't plan to renew the lease and will return the vehicle to the dealer when it expires.

  

  Business Response

  Date: 07/07/2025

  We have removed you from our mailing list. 

   

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:07/05/2025

  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.

  purchased VSC monthly power train on 3/14/2024 .called claims to start a claim . parked car waiting for appointment made at ****** of **********. on 4/29/25. waited 2 weeks brought car to dealer 5/15/25 for diagnostics,(169.00$)made appointment for teardown on 5/27/25 approved by car shield.on 5/15 /25 consulted tech on condition of car to bring home ,told ses light not blinking runs strong ok to take home (10 miles)till 5/15/25 app.delivered car to dealer on 5/27/25. tech who was doing work no longer employed there. new tech tested oil press.tested good at 2000rpm low at idle.sent quote to car shield who reguested pictures of all 4 corners of car and test results???then demanded tear down to find cause or metal in oil pan ,dealer removed oil pan on their request to find metal in system. sent results and told denied for multiple speculative assumptions.tried to set up conference call with dealer and me ,as car shield said I had to.and car shield who told tech I did not need to be on call. dealer requested a manager on phone and text with no contact.spoke with **** at car shield on 6/12/25 ?(caller id does not go back far enough) doubting dealer,sent my service records to car shield.heard back week later with more questions.missed call 6/26/25 3min.before they closed.called in morning told many things speculative and assuming why denied.and tear down labor denied. **** and ***** service **** knows more on all previous communication between both. car disassembled at dealer .set up call from manager to get phone transcripts to prove I didn't say I declined diagnostics. I fulfilled all requirements on my side of contract. as per contract. requesting review for arbitration or other.dealer states breach of contract which I see as solely 1 sided unconscionable and against public interest and me the consumer.left with 1400.$ ? service bill, and car on lift.2 plus months no car. rental car,for wife to go states away to help with father in hospital. !!

  

  Business Response

  Date: 07/07/2025

  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 Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your repair facility called in claim on 5/30/2025 for an oil pressure concern and requested to replace the engine. The repair facility pulled the oil pan and stated there was metal contamination present. Per the photos submitted by your repair facility, there were chunks of timing chain guides present in the oil pan as well as some metal present. A review of the service record dated  5/15/2025 detailed that you had driven your vehicle into the same repair facility for diagnosis with the  same DTC codes present in the current claim. The service record stated that  your repair facility provided the recommendation for teardown and inspection of timing components for further repair consideration with the current oil pressure concern and same DTC showing at that time. 
  
  
  The service records submitted also indicate that you have performed the repairs to the timing components yourself following your the initial diagnosis from your repair facility on 5/15/2025, and there are multiple receipts shown for parts purchased by you from ******* and from the current repair facility which lines up with the service records submitted that demonstrate you performing the maintenance and repairs yourself. Additionally, the mileage on the service records submitted were handwritten in by either you or the service adjustor.
  
  
  Your claim was denied for the following exclusions: improper prior repairs and continued operation. The Improper prior repairs were completed by yourself, and it was found that  the timing failure and current failure match the service record on 5/15/2025 and the current repair facility photos show a timing failure present. The attempt to fix the aforementioned concern and damage caused after the attempted repair would be excluded from coverage. As stated within your ***, your contract does not provide coverage for improper prior repairs/diagnosis. Additionally, there is the matter of negligence as the vehicle was being driven with an active oil pressure concern, an active timing concern, and an active catalytic converter failure. As stated within your complaint, you had driven your vehicle an additional ten miles while being aware of an active mechanical breakdown. The vehicle was also not towed at the first sign of breakdown per your above statement. Your VSC does not provide coverage for repairs necessitated due to the continued operation of your vehicle after a mechanical failure has occurred. Per the terms of your contract, it is your responsibility to pull over your vehicle and tow at the first sign of a mechanical breakdown. 
  
  
  American Auto Shield and CarShield stand by the adjudication of your claim and this will not change. However, in effort to resolve this matter, CarShield is willing to provide a one time refund of six monthly payments for contract(s) MRF5010632 upon the execution of a settlement and release agreement. This refund may be used to help mitigate the out of pocket cost associated with your repairs. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:07/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My AC went out in my car and to have your AC fully functionable without any more issues you need to have the condenser replaced also especially on the car that is 15 years old but car shield only wanted to replace the compressor which I still had to pay a deductible for. I've been paying on car shield for a whole year and this is what I got out of them. All reality my compressor will end up failing again if the condenser is not replaced. This company is a complete scam they tried to find ways around to not honoring your claim. Why fix part of the problem is my question

  

  Business Response

  Date: 07/03/2025

  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 correspondence you have provided. The claim was reviewed by the Legal Claims Manager for AAS, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your repair facility had reported a condenser concern, and had requested replacement. However, the concern reported for the condenser would not be covered under the contract as the failure reported by the your repair facility was due to outside influence and the cause of failure was not found to be mechanical. As stated within your VSC, breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion and foreign objects would not be eligible for coverage. Fee's associated with the condenser repair, including but not limited to: parts, labor, and diagnosis fees would not be covered under the contract and would be deemed your responsibility. 
  
  
  CarShield has no contractual obligation to refund you past the thirty-day, money back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of three monthly payments for contract(s) MRF5117152 upon the execution of a settlement and release agreement. This refund may be used to help mitigate some of the out of pocket costs associated with your uncovered repairs. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:07/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car has been approved for repairs but car shield makes everything so difficult, it has been sitting at the shop for approximately three weeks waiting for car shield to send parts and you never get the same person twice, you stay on hold forever when you do get someone they just say sorry for the inconvenience but that doesn't help the customer. I would tell anyone thinking about getting it to do not!

  

  Business Response

  Date: 07/02/2025

  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 Manager 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 pending the approval of the out of pocket costs associated with the part sourcing for your transmission concern. As of 7/2/25, you have authorized the out of pocket costs in agreeance to pay all fees that are outside of your VSC liability, and your claim has been marked for movement. For more information regarding the final steps of your claim, please contact the ******************** claims department at **************.

  -Customer Relations 

• Initial Complaint

  Date:06/30/2025

  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 6/27/2025 my **** F150 stalled and had to be towed to repair shop due to dead battery, my battery was replaced by warranty few days prior having a dead cell. the repair shop determined the 3.5L engine had hairline cracks on valve covers and oil had leaked a little on alternator which may have caused alternator failure. I contacted car shield who tried to blame on dealership ********** **** who replaced the cam phasers about July 11 2024 , I told them i researched the 3.5L engine and it has reputation of valve cover cracking and haven't noticed any oil on driveway or mention of when recent oil change. Car Shield said valve covers and alternator are covered, however now they denied the alternator claiming contamination due to oil, I told them it wasn't a great deal of oil on alternator and problem was being addressed as soon has i became aware of. I feel since both items are covered items and possibly the failed valve cover contributed to the alternator failure it should be covered as well. I spent much time on the phone attempting to get this corrected so my truck could be repaired only to be shut down claiming denied due to contamination of oil, I said lady it wasn't deliberate and yes a cracked valve cover would loose oil was unknown to me until repair shop found it, The shop and myself feel the alternator should be covered due to a covered part causing another cover part to fail. I purchased Car Shield for a piece of mind but now loosing faith, please help me get my vehicle restored.

  

  Business Response

  Date: 07/02/2025

  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 Manager 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 both of your vehicle's left and right valve covers failed and had oil leaking from the covers. The leakage had spread onto the alternator and caused contamination and was identified to be the cause of failure to the alternator. As stated within your VSC, breakdowns caused by misuse, abuse, negligence, incorrect computer programming, contamination of coolant, fuel, fluids or lubricants. Your claim was correctly denied for the replacement of the alternator and the corresponding damage due to the contamination exclusions listed within your contract.
  
  
  Your claim has been authorized in the amount of $717.50 to be used toward all verifiable labor and coverable components listed within your VSC. However, your claim has not been paid out as your repair facility had attempted to initiate an additional repair of the door lock actuator. Nonetheless, your repair facility has not provided an estimate for this component during their initial call-in prior to the call dropping, nor have they called back to continue this addition to your claim. Your administrator has estimated that this repair would cost approximately $300.00 for the component and labor.
  
  
  In effort to resolve this matter, CarShield is willing to provide a one time payment to you in the amount of $1,017.50 upon the execution of a settlement and release agreement for contract(s) MRF4914593 and a voided authorization. This one time payment would equate to the aforementioned authorized amount plus the estimated door lock actuator repair cost. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.

  -Customer Relations 

  Customer Answer

  Date: 07/04/2025

  Complaint: 23539245
  
  I have reviewed the business' response and am rejecting it because: my vehicle 2017 **** F150 started acting like dead battery, my battery was replaced by ******* warranty and my wife was stranded several days later and had to be towed by ******** garage **************. The garage determined alternator had failed due to cracked valve cover leaking oil on it and filed claim with car shield. Car shield denied alternator claim claiming neglect or contamination, both items are covered by car shield, and I had no idea of the leak with no visible signs on driveway or smell of oil, research shows this is a common problem with this engine and files provided showing so. I purchased car shield for security and have been let down by them covering only the valve cover cracks with contributed to the alternator failure which is also a covered item. my vehicle is still in shop battling out this injustice. I've pleaded my case to car shield and so has ******** Garage claiming owner would have no idea of the leak until the failure and should be covered, car shield still denies the alternator claim. All I ask is my vehicle be repaired the internet search clearly shows this is a common problem on the engine due to valve cover cracks in which I had no control over until failure of vehicle. This would be no different in which a radiator and water destroyed electronics, would they also claim contamination and leave others stranded by their denial ? Please review the submitted files showing alternator placement directly under the driver's valve cover which can't be seen unless removal of many sections of air tubing and other covers and this issue being a known problem by ****************** itself. Please help me get my vehicle restored because I don't want attorney involved and Car shield certainly doesn't need any negative reviews Note: My files could be uploaded due to size , please just ****** 2017 **** f150 valve cover cracks and you will clearly see the problems.
  
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/07/2025

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

  In effort to resolve this matter, CarShield is willing to provide a one time payment to you in the amount of $1,017.50 upon the execution of a settlement and release agreement for contract(s) MRF4914593 and a voided authorization. This one time payment would equate to the aforementioned authorized amount plus the estimated door lock actuator repair cost. If you wish to accept this offer, please email ********************************************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.

  -Customer Relations

  Customer Answer

  Date: 07/11/2025

  Complaint: 23539245
  
  I have reviewed the business' response and am rejecting it because: Attached are pictures of engine 3.5L which clearly shows alternator is directly under the valve cover, internet search clearly shows 2017 **** F150 3.5L engine is prone to valve cover cracks which could lead to alternator getting some oil on it. I never knew of any leak or wasn't reported on recent oil change and wasn't discovered until truck was towed by ******** Garage in *****, ******** when it became stranded after new battery failed. All I know is the valve covers and alternator are both covered items and Car shield is Denying the alternator due to possible contamination of oil. I not saying oil was the problem but if it was it was beyond my control having no indications of leaks on driveway or oil smells. All I'm asking is Car Shield honour their coverage, my vehicle has been in shop or inoperable for weeks and wasn't aware of this injustice when purchasing the coverage. I'm a reasonable person and all i ask is they cover what the preach in their advertisements and prevent further Negative claims against their company or Further Legal Recourse. The Truck has been repaired having valve covers replaced and drivers door actuator and Alternator replaced by ******** Garage but car shield is refusing to pay, causing my truck to be held even longer due to car shields unjust tatics.
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/30/2025

  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.

  We purchased car shield as an extra level of protection for our vehicle. Being we are senior citizens and money is tight but we believed they would be there. Not. Our vehicle broke we were denied coverage. At first the timingchain, was the issue but then we were told no the tensioner is what messed up the timing chain belt so it won't be covered. When I asked for clarification I was met with at lot of more confusion. So **** was telling me that it wasn't covered in our plan. She also couldn't pull up our contract. So after paying for years we are worst off. Paying for years and getting nothing.We believe there are so many loopholes making it so hard to get paid. How is it the one thing that is wrong out of all the 1000s of things on a car is the one thing that is not covered.I feel that we are being scammed. Car shield has done this to alot of people and its not fair. So we are now having to pay the ***** for car repair. I wonder if they are doing this to the elderly, poor and people who believe they are on the up and up.All we wanted them to live up to its contract and pay this repair. I know that this practice might be legal but doesn't make it right. Car shield needs to do the right thing.

  

  Business Response

  Date: 07/01/2025

  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 Manager 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 a wide variety of coverage for many of your vehicle repair needs. However, upon review of your file, it was discovered that several of the concerns reported by your repair facility are not listed for coverage and would not be eligible for the claims process. In regards to your timing belt failure, the cause of failure was reported to be the tensioner. As the tensioner is not an internally lubricated part on this vehicle, the timing belt would not be eligible for coverage. Furthermore, the recommended replacement of the timing belt is ******* miles for your vehicle. Your contract does not provide coverage for general maintenance as recommended by your manufacturer. As your administrator has not received proof of addressing this issue, your timing belt would not be eligible for coverage. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers to review the coverage and determine if CarShield is a correct fit for their vehicle repair needs. You have clearly exceeded this allotted window. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time refund of twenty monthly payments for contract(s) MRF3409611 upon the execution of a settlement and release agreement. This refund may be used to help mitigate out of pocket costs associated with your repair. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line, and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 07/13/2025

  Thank you  BBB for your aid in this matter. 

  Carshield heard our complaints and we were able to come to a resolution. 

• Initial Complaint

  Date:06/30/2025

  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 mechanical breakdown vehicle service contract from CarShield with ***************** as the administrator. The contract became effective May 1, 2025, with a monthly renewal structure and coverage specifically for major powertrain components.Despite my compliance with all requirements including payment of premiums and vehicle maintenance obligationsthe company failed to authorize and pay for a valid repair claim. This constitutes a clear breach of contract for the following reasons:1. Failure to honor covered claim: The breakdown occurred after the contracts effective date, and all terms of the agreement were met. However, the company refused to cover the repair without valid justification, despite the breakdown affecting components explicitly listed under covered items.2. No prior authorization excuse: The administrator failed to properly authorize or inspect the breakdown in a timely manner, then denied the claim unjustifiably.3. Bad faith processing and failure to communicate: Multiple attempts to resolve the issue via customer ********************** resulted in non-responses or delays.4. Deceptive practices and misrepresentation: CarShield marketed this contract as comprehensive, but the process to receive coverage was misleading.Desired Resolution:- Immediate reimbursement for the denied repair including any out-of-pocket expenses.- Written confirmation that the contract is in good standing.- A full explanation from the administrator regarding the claim denial.Demand for Arbitration:I hereby formally demand that this dispute be submitted to arbitration. The contract explicitly states that unresolved disputes must be resolved through arbitration administered by the Better Business Bureau (BBB) in ******, *********I request that this matter be handled pursuant to the Conditionally Binding Arbitration Rules in effect at the time of filing. Please treat this letter as my formal invocation of the arbitration provision contained within the contract.

  

  Business Response

  Date: 07/01/2025

   

   Mr. ****,

  You were informed on a recorded call on 6/23/25 the reason for the denial was due to a branded title.   The branded title was discovered through a CarFax report that was run at the start of your claim.  Due to the branded title, your contract has been voided as we are unable to provide coverage for your vehicle.  We have also refunded your payments in full back to the card on file.  Depending on your bank, those payments will appear in 3-5 business days. 

  CarShield is not the correct party with which to request arbitration. Please see your contract for proper information on requesting arbitration. 

  Customer Relations

   

  Customer Answer

  Date: 07/04/2025

  I appreciate them Giving me my monthly payments back but they also made me pay for a diagnostic fee that I was told I would be reimbursed for and that was not added to the total it was ****** from **********************;

  

  Business Response

  Date: 07/07/2025

   

  Please send a paid invoice to ******************************* and we will review it for any possible reimbursement. 

  Customer Relations

• Initial Complaint

  Date:06/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2016 ****** Corolla S broke down on Monday, June 23, 2025 and it was towed to Sparks ****** on Highway 501 in ************, **. The repair shop manager called me and stated that they could not repair my vehicle because they no longer accepted Car Shield due to many issues regarding the types of parts (used/remanufactured, etc....) that they wanted the dealership to use for repairs and that they were not properly compensated for the repairs that were completed. Once notified about this issue; I could not afford to buy the part and have it replaced at the dealership cost, so I had my vehicle towed to ***** automotive. The vehicle diagnostics indicated that my vehicle's starter had to be replaced. I contacted Car Shield and they refused to pay for a new starter and insisted that I find a used/cheaper part. ***** recommended not to put a used starter on my vehicle because it would cause other problems in the future. ***** had already purchased and replaced the new starter. They stated that me I would be responsible for the difference that Car Shield did not cover; not the actual $100.00 deductible. The total cost for my vehicle to be repaired was $600.00, I had to pay $364.31 because Car Shield did not cover the full repair costs and only paid $264. I was so furious! I have been a Car Shield member for 2 years and 3 months and consistently paid $119.00 per month; a total of $3, ****** and have never filed a claim during these times until now when I needed it most. I purchased the platinum w/ luxury electronics and labor package. This company defrauded me of my money and provided false advertisement about Car Shield protection to the public. I demand a refund of $3, ****** for what I paid for and did not receive what I paid for and still had to come out of my pocket for repairs and tow services. I enrolled in Car Shield on April 7, 2023, contract #MRF4599438 and I demand a full refund of $3, ****** for the money that I paid into this Platinum car/repair protection!

  

  Business Response

  Date: 06/30/2025

  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 Manager 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 authorized for all-MCE covered parts and verified labor per terms of the contract. Repair facility part pricing mark *** and non-verified labor as well as shop fees, taxes, charges not covered under current authorization would be deemed your responsibility per terms of the contract. 
  
  
  Furthermore, upon the initiation of your claim, it was found that your repair facility refused to accept shipped in parts, and marked up part pricing and rounded up labor. 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. Your administrator may choose to have parts shipped to the repair facility. If the repair facility does not accept shipped parts, your administrator may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. Hourly labor rates for covered breakdowns will be authorized up to the repair facility's posted labor rate. Authorized labor hours needed to perform repairs will be determined by your administrator using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be your responsibility.
  
  
  Your claim has been authorized for all verifiable labor and coverable components per the terms and conditions of your VSC. Any additional out of pocket costs associated with your repair will be deemed your responsibility per the terms of the VSC. 
  
  
  CarShield has no contract obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a refund of eight monthly payments for contract(s) MRF4599438 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