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:09/21/2022

  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 pay carshield around $130 a month. They promised they would provide me with a rental vehicle if my car ever needed repairs & my car has been in the shop since MAY of this year & they still have not gave me a rental. They said they would pay to replace the motor as well as pay for another major part to be replaced but then said they wouldn't pay for the motor after the shop had already gotten it. I'm a disabled 85 year old man & my car is the only vehicle I own. I don't have anyway to go pick up my meds, go to the store or to the doctor because I don't have a vehicle. I contacted a lawyer & they suggested I file a complaint with the BBB & see what we can get resolved before taking legal actions. I just want carshield to pay for the repairs so I can get my car back asap. The shop has all the documents. I never got a copy of anything. Not even my contract for carshield.

  

  Business Response

  Date: 09/26/2022

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. ******** **** ****** has informed us they have spoken to you about this matter and have come to a resolution. 

  If you have any additional concerns, you may contact ******** **** ****** directly at ###-###-####. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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 mother passed away in November of 2020. I have repeatedly called Car Shield, my husband has also called to tell them my mother (*******************************) had passed and request that they cease calling and sending renewal notices. This is very distressing that they lie to us, telling us the harassment will stop. It doesnt. I received yet another mailing.

  

  Business Response

  Date: 09/22/2022

   

  Thank you for bringing this to our attention. 

  Please send a copy of the mailer you received to ******************************* so that we can obtain the customer id and remove it from our database. 

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-*********. The lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is doubtful to me.   I have been repeatedly told that ********************** name would be removed from the call and the mailing list.  Obviously Car Shield has not lived up to their promises or I would not be in the position of having to use BBB as an intermediary.

   I will attach a copy, but, my initial complaint contained a copy of the last correspondence from Car Shield
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/20/2022

  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.

  We have Car Shield insurance. The transmission on our Ford Explorer needs to be replaced. The adjuster “resolved “ the issue by saying that he/she approved a replacement with 149,000 miles on it. This is unacceptable. The dealer where we have the Ford will not replace the transmission with such a high mileage. Car Shield claims department has not been helpful in getting the adjuster to reconsider the adjustment. We feel we are being taken advantage of and not being treated the way Car Shield advertises. I do not have the claim number but the account number is **********. Your help is needed in obtaining a resolution that is satisfactory to both Car Shield and us. For us that is a new transmission or a transmission with 50,000 miles or less on it. Thank you

  

  Business Response

  Date: 09/27/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. *** has informed CarShield your claim was accepted by you on 9/27/22 as a credit towards the needed repairs.  The contract can provide new, used or remanufactured parts per sections F.8 and K.1.  The price of the used transmission has been provided as a credit towards the unit to be supplied by the repair facility.  This appears to be resolved and understood by you.  This claim was adjudicated correctly. 

  If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at ###-###-####. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

• Initial Complaint

  Date:09/20/2022

  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 sold me an unusable car warranty policy on Nov 21 2021. My car was towed due to loud noise in the engine in March of 2022. I purchased coverage to include a branded title. The first mechanic was questionable and made shady comments about how he could break a part on my vehicle so I immediately had it towed to the dealership in May of 2022. The car had an oil change 80 miles before towing to shop. The car had more oil changes than required by manufacturer. When it arrived at the dealership the vehicle had the proper amount of oil. The dealership has determined engine failure, a broken motor mount, a broken transmission mount, and an air ride compressor failure. Car Shield just sells the policy but doesn't control any repairs. My car sat at the first shop from Mar until May with no movement on the claim, it has now been at the dealership since May with no movement. Even with several phone calls between the service department and ******** **** ******. I finally called Car Shield customer service to complain. Although the person I spoke with was concerned and tried to help nothing transpired except more miscommunication. Now Sept is here and I've paid $226.99 for 10 months, 6 months of my car sitting in shops. The latest communication between myself and ******** **** ****** is they need proof of repairs for a vehicle accident in 2018 when I did not own the vehicle. I purposefully made mention of having a salvage title when I purchased coverage and was assured it would never be an issue, but the accident causing the salvage title is being used against me for my current claim. There has been a complete failure on ******** **** ****** and Carshield's part regarding the actual damages. The engine issue has completely been disregarded. The vehicle had no issues when I purchased it in 2021. The vehicle is immaculate and meticulously maintained. I have asked for a full refund for a policy that was errantly sold to me on an ineligible vehicle and should be refunded.

  

  Business Response

  Date: 09/27/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per ***'s notes your claim is held up over RDI to inspect regarding damage caused by a prior accident.  Your contract clearly states in paragraph D-4, the contract administrator can request RDI to further investigate a claim if a failure can not be verified. WE have attached a copy of your contract of you review and convenience. 

  Although there is not refund due on a month to month contract, CarShield will refund your last 5 payments as a courtesy upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

  Customer Answer

  Date: 09/27/2022

  Complaint: ********
  
  I am rejecting this response because:
  The policy sold to me would never be able to be used according to your own contract. My branded title was excluded yet it's being used against me for a claim. I did not own the vehicle in 2018 when the so called accident occurred. The compressor had no issues when I purchased therefore an accident from 2018 would have no bearing in 2022. Since it does I was sold a policy I cannot use and am due a full refund according to the contract under D. EXCLUSIONS #17. IF IT IS DISCOVERED THAT A CONTRACT IS ERRANTLY SOLD TO YOU ON AN INELIGIBLE VEHICLE,  THEN A FULL REFUND OF THE COST OF THE CONTRACT SHALL BE MADE TO YOU. 

  This exclusion applies because I was sold a contract I could not use for the vehicle if an accident when I didn't own it and it is being used to determine coverage.  According to your contract flood vehicles are not eligible for coverage.  The person who sold me the warranty should have known if it was eligible or ineligible according to the reason for a branded title. I could never use the warranty for a water damaged vehicle even if there is an exclusion for a branded title.

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

  

  Business Response

  Date: 09/28/2022

   

  Carshield will refund your payments in full upon upon execution of a Settlement and Release Agreement. Please email [email protected] to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing.

  Customer Relations

   

• Initial Complaint

  Date:09/20/2022

  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 bought my son a car and had maint. contract from dealer but hear ********** ad , Called and told person he a a pilot escort for wide loads do you cover that yes . gave me detail engine tramsmission a/c etc I said price and told me and I said OK. Asked me if commerical and I said no he only drives no lease to others or towing etc. He said you have to drive 500 miles befors go into effect,, He did that and effective 4/5/22.. Had a problem in sept and called them and told car shield had vehicle towed to ****** dealer in Arkansas transmission problem Dealer called them said not covered commerical vehicle. I called phone comlaints in twice both declined both times. What about my money pd in and no coverage ,sorry. I am told now I have commerical coverage for the same price. now but not a rears but fwd. Please guide me. I am honest person and thought i had coverage. Thank you

  

  Business Response

  Date: 09/22/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. ******** **** ****** has informed us they will be reaching out to you regarding this matter to move the claim forward. 

  If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at ************. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

   

• Initial Complaint

  Date:09/20/2022

  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.

  Car Shield did not honor it's contract commitment.. It also falsified statements as to why my claim was denied to align with sections in the contract that would help support false statements by their adjusters. I was accused of poor maintenance of a vehicle that I only had for 4 months that was in good condition. As a consumer I trusted this company to provide a service. I was advised that not only would they not honor my claim due to false accusations of poor maintenance, but no refund would be given and Just like that, these so called warranty companies can just take customers hard earned money with no penalties or explanation as to why when no service was ever provided at all. Five months of auto debit from my account and all I am left with is a "sorry there is nothing we can do for you" This company has not only taken from a consumer during a time where inflation is consuming most of this country. Their customer service agents are rude and should remain neutral since they taking word from an adjusters whos job it is to find any reason not to honor a claim and yes even Lie! As a matter of fact the vehicle was well maintained and I don't appreciate being told by customer service representatives who are reading notes from a screen that it wasn't. I was told they could not share what proof they had with me. Why? You deny a claim, make false accusations in a statement in my profile, then have the nerves to say the information pictures, documentation, etc.. can't be shared with me the consumer. So let me get this straight False advertisement, Denied Claim, No Refund, and you are unable to share documentation used in the decision making process for claims. I sure hope the reason for the establishment of the Better Business Business Bureau is to help give consumers a voice against companies who participate in Bad Business Practice, Companies who take in Millions per month from hard working Americans then use clauses to get out of providing the service paid for.

  

  Business Response

  Date: 09/27/2022

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Your claim was authorized for the replacement of the high pressure fuel pump (HPFP) and camshaft with no further authorization due to continued operation. Currently, *** does not know what the actual failure with the engine is. You repair facility reported that the fuel intermixed with the engine’s oil and caused a lack of lubrication which resulted in engine failure. The repair facility has not provided any diagnostic information regarding why they suspect this to have occurred, or what component within the engine has failed. The repair facility has stated timing component failure due but has not demonstrated that. They are requesting engine replacement because they suspect damage beyond the timing components.

  There is evidence of heavy continued operation. There is severe damage to the fuel pump lifter where it contacts the spring. This is a common failure with these engines, and there is a TSB that addresses this failure with replacement of the HPFP, some fuel lines, and a few timing components. Those components are what should have been authorized for a complete HPFP repair. To consider any kind of coverage on an engine replacement, your repair facility would need to perform some teardown to demonstrate the failure within the engine. If this failure is due to fuel washout, there would be no coverage due to continued operation as the continued operation must be severe to get to the point where fuel will escape through the lifter and contaminate the lubrication system. There will also be no coverage if mechanical evidence shows a failure that is not coverable by the contract *** can not deny the engine for coverage until they know what the failure is, and at this point there is not enough evidence to prove that any deeper engine failure that may exist is due to fuel intrusion.
  
  Since the amount of authorized claims is a greater amount than what you have paid into the contract, there is no refund due. If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at ###-###-####. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

• Initial Complaint

  Date:09/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty with them. I have a covered part that should be covered. They would not pay for the repair. The part is covered under my contract. It seems they try to find a way not to cover a repair to my car. I have the Premium Gold Package. Anytime I have a problem, they do not cover it.

  

  Business Response

  Date: 09/20/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Your claim was for a fuel pump and was authorized to your chosen repair facility on 9/16/2022. The repair facility was paid on 9/19/2022. There is a price difference in the part since your repair facility would not allow *** to ship in the part. The claim was authorized with the cost of our sourced unit as a credit towards your repair facility's part.

  The claim is keyed correctly per the terms of the contract. *** also notes in looking at the final invoice, your repair facility charged to replace the locking ring on the fuel pump which is a retainer for it and not listed for coverage under this contract.

  If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at ************. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com
                 

• Initial Complaint

  Date:09/19/2022

  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 August 18,2022 my self renewing contract with CarShield contract #MRF4151075 series001 took place. On 8/20/2022 I sold the car and on 8/20/2022 I called CarShield to cancell my contract. At that time I was told that I would receive a full refund of the payment of 8/18/2022.On 9/19/2022 I called CarShied to inquire about my refund and was told no refund was forthcoming as I had called after the renewal date.

  

  Business Response

  Date: 09/19/2022

   

  Although CarShield has no contractual obligation to refund any payments on monthly renewing contracts, we will refund your last payment.  You will receive the refund back to the card on file within 3-5 business days.

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-*********. The lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/18/2022

  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 out a policy on 09/23/2021,probation period 30 days or 500 miles. Plan type Gold 100.00 deductible. So on 08/02/2022 I was on I -84 and the temperature light flashes about 6 times and the car shuddered and quit. I had it towed to **** ****** ****** in **** ***** ******. So I have been going back and forth with Car Shield to fix my car. The total amount is 4,016.86 and Car Shield only wants to pay 1,375.28. I bought this coverage so I would keep cost down as Car Shield advertised on TV. I never received my policy until the last week of July 2022. It’s a little hard to go over a policy if you don’t have it. Car Shield is saying it broke down due to normal wear and tear on the motor. That’s what they advertised on tv to save you cost of repairs. I took out the top policy at 129.99 a month not to have any worries. I am disabled and a senior citizen. This is not right and no one should be treated this way. Between me and **** ****** ****** we have been going back and forth for over a month now. This is clear fraudulent advertising on Car Shields part.  **** Car Shield contract **********, Vin number *****************

  

  Business Response

  Date: 09/21/2022

  Thank you for bringing this to our attention.

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per their notes, your repair facility called in claim for head gasket repair due to overheat. The repair facility requested radiator, upper and lower hoses, cooling fan assembly, water pump, drive belts, timing component kit, head bolts and all related gaskets. The repair facility requested machine work to cylinder head for repairs. There was no inspection was performed and your repair facility submitted 8 photos of your vehicle but the only failure being shown was to the radiator where the neck to the upper radiator appears to be cracked and upper hose had separated from the radiator causing massive coolant loss and resulting engine overheat.

  You have stated your vehicle was towed in for repairs and paid for by him but *** has no tow record showing on the claim and no record for RSA shown in navigator.
  

  Radiator/head gasket repair is a covered component per your contract terms. There are some parts requested that are not covered. Photos show cracked separated upper radiator hose neck. Head gasket failure was not verified due to no inspection or photos sent by the repair facility. The sub engine damage does make sense due to massive coolant loss while driving causing overheat. No tow record was requested therefore continued operation could not be verified but failure shown would have made it unlikely you would have been able to drive it. 
  *** states the contract liability would be only for covered parts and labor for radiator/ head gasket repair.

  A Legal Claims Director will be contacting you and your repair facility to authorize the covered repairs and request a copy of the rental invoice when available. If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at ************. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.
  
  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

• Initial Complaint

  Date:09/16/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased carshield five months ago and was told it was bumper to bumper coverage and that was a lie they only approved certain parts. My issue is that we have been waiting over a month for a answer on a claim my car has been at the dealer for a month now the dealer felt sorry for us and gave us a loaner car. Everytime we call carshield we get the run around on a answer we have been told four times that in 24 hrs we will have a response and nothing we were even told that the adjuster is way past his limit on a answer as well I don't know what else to do please help me get a resolution because carshield does not live up to their expectations or their false commecials they didn't even get me a rent a car again it's been four weeks on a claim and no answer at all. The dealer is getting the same run around as well when they call.

  

  Business Response

  Date: 09/26/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. *** has informed us they have reached out to you and explained the situation to you.  Your claim is currently authorized for AAS to supply an engine that would lessen your out of pocket costs compared to using the repair facility engine. .

  
  At this point the claim is moving forward. Once AAS can verify what engine  you would like to use, AAS will get this one authorized and wrapped up. AAS will continue to monitor the claim to ensure the repair facility receives payment after the final invoice has been submitted. If you have any additional concerns regarding this repair claim, you may contact ******************** directly at ************. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  ********************** is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-*********. The lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

   

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
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