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:09/14/2022

  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 opened an account with this company. They didn't send a contract until it was too late to cancel. They refused to pay for the repairs after 5 months. They would only refund a month but onlying after I threatened to sue.

  

  Business Response

  Date: 09/14/2022

   

  CarShield will be happy to refund your payments in full upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the 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:09/13/2022

  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.

  They just did a diagnostic check and they called CarShield with my contract warranty and CarShield contractor warranty. They didn't accept and I was paying $79.99 a month. I started on 4-30-21 and cancelled in August. I paid $79.99 monthly for 16 months which comes out to $1,279.84.

  

  Business Response

  Date: 09/14/2022

  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. *** was advised your vehicle needed an Ignition coil, VANOS Solenoid, Serpentine Belt, Belt Tensioner, Oil Pan Gasket, oil filter housing gasket and valve cover gasket. None of these are listed for coverage under Section B, Covered Components of your contract. We have attached a copy of your contract for your convenience. 

  This was adjudicated correctly.  You may keep your vehicle service contract for future covered repairs or you may cancel your contract. If you wish to cancel CarShield will refund your last 6 payments 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

• Initial Complaint

  Date:09/12/2022

  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 Tuesday 9/6/2022 I dropped my car off at my mechanic which just happen to be the dealership where my vehicle was purchased (**********************) because I was hearing a ticking sound. The dealership (*********************************) advised me that the car needed a diagnostic test and that would cost me $140. I was also told if they needed to break the engine down they would charge $140 hrly. At that time I informed ***************** that I had a warranty with Car Shield and he told me he would call them because it was possible they would cover the diagnostic test under my warranty. The following day ***************** called me back and said after breaking down the engine they found out what the issue was and that he had contacted Car Shield. ***************** said he advised Car Shield of what needed to be done to repair my car and he said they told him something that he had never heard in all the years he had worked in the service department that they were not going to cover all of the repairs (the intake cam shaft to be exact). ***************** told me I needed to call Car Shield because they were not honoring the contract that I had and that it was no way possible for them to move forward on repairing my car if they were not willing to pay for exactly what needed to be done. I contacted Car Shield and the adjustor that ***************** spoke to by the name **** was unavailable so I ended up speaking to an adjustor by the name *****. When speaking with ************ explained the situation to him and he asked me to hold while he reviewed **** notes and the pictures that ***************** from *************************** had sent over. When ***** came back to the line he said he did not agree with ****'s decision and did not understand why he did not want to cover the intake cam shaft because it was minimal damages and not maximum damages that would reflect only IF I had been driving my car for a long period of time while I heard the ticking sound. ***** tried to override the decision by emailing his team leader but that did not work.

  

  Business Response

  Date: 09/15/2022

  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 spoken to you and come to a resolution with you. 

  Please contact us with any additional questions or concerns. 

  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: 09/17/2022

  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:09/12/2022

  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.

  First of all I can’t find any repair shop to help me with this “gold CarShield coverage” everyone laughs when I ask if they accept CarShield as coverage. I’ve had to pay out of pocket for a tow a mile away. Also today I called to see if they can simply refund my payment that was taken off the wrong card and they denied refund of the payment that was not authorized in the first place. They took the funds on a Sunday which is odd for a business that isn’t open on the weekends.

  

  Business Response

  Date: 09/13/2022

  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. *** checked and there are over 61 repair facilities in the network for ******************************** within 25 miles  of your zip code and 40 within 20 miles of your zip code in our preferred repair facility network at ****************************************************************  

  Given your location is more rural, and there are not many within 10 miles, CarShield will refund your payments in full 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: 09/14/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Multiple months have been paid for a service that would never be attended to. I would like a full refund for the entire duration that was paid on the contract.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/14/2022

   

  CarShield's response to your complaint DID OFFER a full refund 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

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim regarding an issue with my transmission. This company approved the repair, and to reimburse me for my tow bill. They continue to tell me that a transmission has been ordered and sent to my mechanic and that the refund check has been processed. My mechanic has not received the transmission, nor any updates about the delivery. The approved tow bill reimbursement check has never been received either. This company is charging me every month for a policy, but will not honor it. This company is giving me a run around and stalling my repairs.

  

  Business Response

  Date: 09/19/2022

   

  Thank you for reaching out to us regarding this matter.

  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 reached out to you and are working towards a resolution on your claim.

  Please contact us should you have any additional questions.

  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:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield is a joke and a fraud. They need to be shut down. The commercials are nothing short of false advertising. They wouldn't cover my repairs.

  

  Business Response

  Date: 09/12/2022

  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. Your claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. Your claim was called in for an alternator failure. On this contract the alternator is not listed for coverage so no actual claim was started.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  Since the claim was correctly adjudicated, you can keep your contract for future covered repairs or you may cancel your contract by contacting our customer service department at ************. Although CarShield has no contractual obligation to issue a refund after 30 days, we will refund your last 3 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

• Initial Complaint

  Date:09/12/2022

  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 is refusing to pay a claim; I am asking them to reconsider their decision. I believe they are not honoring their contract because of the amount. The amount of the repairs is $2,153.38.

  

  Business Response

  Date: 09/12/2022

  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. Your claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. There are multiple repairs on the invoice that are not listed for coverage on this contract. The covered repair is a leaking oil pan. The dry clutch for the transmission is not covered. This contract only covers internally lubricated parts and the clutch on this is not lubricated. This is a electronically shifted manual transmission. There are also several maintenance repairs that are not listed for coverage in Section B of your contract which are spark plugs, Coolant flush, Air fuel induction service, oil change. This is the reason for your out of pocket costs on the claim. We have attached a copy of your contract for your convenience. 

  There is a previous claim for A/C compressor that was also paid per the terms of the contract. This is a term contract and looking at the authorization amounts versus the contract total cost, you have paid in about the same amount as the contract has paid out so there is no refund due. 

  If you have any further disputes or questions regarding your repair claim decision, please contact *** directly at ************, or see Section M, Dispute Resolutions, of your contract.

  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:09/10/2022

  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.

  On 8/4, I had my **** **** ******** towed to one of their partner facilities listed on their website due to shifting issues. The shop sent estimates to CarShield and asked me to share all of my service receipts from the past 12 months. I uploaded the receipts to their website and via email (multiple times). After days of not receiving receipt of my records, I called and they informed me that freeze-frame data was need. I informed the shop and they sent the data multiple times, and they were told that data is incomplete. Days later, I called again, I was told that my claim was closed because they didn’t receive freeze-frame data. They reopened my claim with a new adjuster, who said he was sending out an inspector. I followed Car Shield after talking to mechanic and CS denied saying that they’d send an inspector. I requested escalation and I reached out to ******** *** ******. This time the representative called the adjuster; the adjuster told the repair shop that they could submit videos instead of having the inspector coming out. The repair facility sent the photo and said CS would contact us within 48 hours. After 72 hours, I contacted both CarShield and ******** *********, only to be told that they STILL needed freeze frame data and advised me to try another shop. So, I called every in-network repair facility listed on their website. After hours of calling, I discovered that each shop listed in their network is either no longer partnered with CarShield or does not have the technology that is more advanced than the transmission shop, with which I am working. CarShield and ******** ********* does not live up to their ads or word. If I hadn't kept in touch with them on a regular basis, the repair shop would have been unaware, and I would have been unaware throughout. Plus, they reneged about the inspector & closed my claim without fully informing the repair shop or me. Plus, I have been paying high delivery fees for household items and ride share for transportation.

  

  Business Response

  Date: 09/19/2022

  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 in order for your claim to proceed, you will need to authorize your repair facility to perform some diagnostics to be able to demonstrate a mechanical failure to an inspector. Once the repair facility is able to do so,  an inspection will be set to verify failure is coverable as per the terms of the 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:09/10/2022

  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.

  July - Sept 2022 Car Shield Contract - **********  My vehicle has been in the shop since July 16, 2022, after many communications with representatives at ******** **** ****** (who process claims for CarShield) each and every person provides information which is wrong, many of them have become hostile while speaking with you as you attempt to understand the contract provisions. When you enter the contract, the sales persons advise you of the benefits of getting a contract and provide misleading information. They certainly are not forthcoming to ensure you understand the "Red Tape" and "Problems" you will encounter trying to obtain assistance when you file a claim for service. More specific details are incuded in the attachment to this filing. Transmission inspected by two of *** inspectors & the dealership originally none of them determined I needed a new transmission. After repairs were made that they determined were needed. A new diagnosis is determined that I do need a new transmission - *** now deny this new diagnosis, claiming that it's because I drove my vehicle vs. towing it in for this claim.

  

  Business Response

  Date: 09/13/2022

  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 ***' notes your claim was authorized 7/25 for oil pan gasket/ trans pan gasket/valvebody wiring harness shift solenoids and labor.  A rental was also authorized for 3 days per the 10.1 hours of labor authorization.  Your repair facility called *** on 9/7 to state the vehicle needs a transmission. Per ******* TSB 15-AT-010 for DTC codes p0753 and p2709 states explicitly do not replace the transmission and that the solenoids/harness and or PCM is the prescribed repair. Your repair facility has completed first step of TSB prescribed repair. PCM would be next step and most logical repair.

  Based on your repair facility's diagnosis provide, your claim was adjudicated correctly per terms of the contract. Delays caused by your repair facility are not be covered by the contract.  *** has reached out to your repair facility by phone and email to get the current diagnosis information and the supporting diagnosis information to document a failure of the transmission. Please have your repair facility contact *** at their earliest convenience. 

  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:09/09/2022

  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.

  My name is ******** *****. I spoke with ***** ****** on August 31, 2022. ***** ****** told me about a promotional silver plan coverage that was being offer. ***** told me it cost 119.00 monthly no long term contract and 30 days to cancel. I received the plan documents it said contract. I was told no contract just monthly payments due to false information cancel the plan immediately and cancel the withdraw of my bank account on Sept 1, 2022. On Sept 1, 2022 I called CarShield directly and spoke with ******* a representative on the phone I told her want to cancel my policy she said they would cancel with no cancellation fees charge and no withdraw will be made from my bank account. I receive a email confirmation that the policy was cancel. On Sept 8, 2022. CarShield withdraw 158.90 out of account which cause my checking account to overdraft. I called them and spoke to ***** a CarShield representative I was told they could not found a account for me. They was at a dead end. I just want my account brought back to current. I just want my refund of 158.90 sent to me in form of a check so I have documentation of refund to make my account right.

  

  Business Response

  Date: 09/12/2022

  Thank you for bringing this to our attention. 

  We have confirmed with the payment processing department that they have no record of a payment being taken from your account on 9/8/22.   Please send a copy of the bank statement so that we can investigate this matter further.  The statement or a screenshot of the statement can be emailed to ******************. 

  We do see that your contract was cancelled on 8/31/22 and the a refund check was issued. We are sorry to lose you as a CarShield customer. 

  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