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:09/07/2022

  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 purchased an extended warranty with CarShield several months ago. Unfortunately my vehicle needed a repair to the Turbo that was supposed to be covered by the policy. Because the seals and gaskets needed to be replaced also along with whatever else that goes inside of the turbo needed to be replaced as well they denied the coverage.

  

  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.  We have contacted them to obtain information on the repair claim you have referenced. ******** **** ****** has informed us they spoke with you on Thursday 9/8/22 and that your will be returning their vehicle to the repair facility so *** can move forward with the claims process for the leak concerns.

  Please contact *** at ************ with 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:09/06/2022

  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 paid over $1,800 for a power train gold warranty. The contract covers the air conditioning components, specifically the blower motor. The company will not pay my claim submitted for my **** *** **** on Sept 2nd 2022 because they say another part of the car caused the blower to go bad that is not covered. I only want them to pay for the covered part. I now have to pay for the entire repair which is over $1,600. This is what I bought the warranty for and they have no proof another part caused the blower to die. Could it be because the car is eight years old and it was 100 degrees in S. Florida? My mechanic told me they have never reimbursed any claim they have submitted. When I read clause t of exclusions, it proves this company is a scam. No claims are covered “due to age or normal operation or use”. This is why you buy a used car warranty. They use this as an out to pay every claim. Please investigate this company.

  

  Business Response

  Date: 09/07/2022

  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 and based on the call recording, *** has a statement from your repair facility that the blower motor resistor melted onto the blower assembly. Due to the nature of this failure the contract does not have coverage for the failure. Contract exclusions are clear, the contract has coverage for many things, but items damaged by non-covered items is directly excluded. Please see Section D, paragraph N of your contract which we have attached for your convenience. 

  This claim was correctly adjudicated per the terms of the contract. If you wish to cancel your contract, CarShield 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:09/06/2022

  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 car was being serviced and they denied the service. They did not explain to me how this works. I took it in for over heating. I had trouble in July, and I took it in and I was told I needed another engine. Carshield denied my claim.

  

  Business Response

  Date: 09/08/2022

  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 contacting your repair facility to get an estimate on the root cause of failure on your vehicle. They will then contact you with the options you have for your claim.

  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:09/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CarShield took a premium out of my account after a one time authorization.

  

  Business Response

  Date: 09/15/2022

  Thank you for bringing this to our attention. 

  In your conversation during sales call, you were told that if you didn't want the payment to be automatically withdrawn you would need to contact our customer service department and make a payment before the due date.  Your contract is a monthly renewing contract and by purchasing the contract you thereby agreed to the terms of the contract which include automatic withdrawals unless a payment has already been made. 

  As a courtesy, CarShield will refund you last payment 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: 09/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  CarShield and I have spoken several times and they pick and chose when they want to do things. I spoke to part of the management team the prior month before when they took a payment from the card I only authorized once. Secondly it was stated when I had dispute about my auto rental endorsement that I didn’t want to renew the service because CarShield/*** cheated me on transportation. These acts are unethical and play a major disservice to the customers. I requested a refund prior and it should’ve been settled but *** is in the business of keeping what they can, just my experience.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/05/2022

  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.

  Yes I had call into call shield with my car to put in an claim I was advised to take my car to dealership to get diagnosed car shield has been dealing with the dealership the whole time once the dealership sent over invoice once again I do have two different warranty administration car shield so worried about the other warranty company just because they so auto protected on invoice which I don't have they could have clear that up with the dealership to see error on invoice so they want to denied my claim when the other warranty company is not active within 30days all I'm saying for those have other warranty company don't spend your money on this company they are not in best interest go to endurance is an good company for warranty only thing I can say about car shield is the customer ********************** is great but paying out claims not so well when they have these high paying celebrities to advertise the celebrity should be shame of them shelve false advertising I'm not just speaking for myself speaking for everyone who's experience issues like this the people's choice has spoken.

  

  Business Response

  Date: 09/07/2022

  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 will be reaching out to you regarding this matter and 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

  ********************** 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: 09/12/2022

  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:09/04/2022

  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 am a customer that purchased a policy so that if anything ever happened to my vehicle I would be able to take it to a mechanic shop so they can work on it. and not pay out of pocket. My car recently did break down I do understand that certain things are not covered come to find out everything that was wrong with my car that needed to be fixed was not covered when I asked the representative what am I paying for they couldn't give me an answer. The package that they put me under had certain things that my car does not have such as two turbo replacement things I don't have turbo on my car so I'm paying for turbo fixing but don't have it how does that make any sense? When I told them that their answer to me was well in some cars there are turbo options. Okay? Well my car doesn't have it so why am I being sold a policy when those options don't even come in my car? the purpose of these policies being sold is so consumer's not having to to fork out a lot of money to pay for our vehicles to be repaired this company is fraud and what is told to you when you first purchase the policy is something completely different to when you need to get your car fixed. The advertisement is fraud and after reading on the internet how many people have been going through the same thing it outrageous. At the end of the conversation on the phone I didn't get anywhere nor did I get my car repaired and I ended up still paying out of pocket plus having to pay them every month.

  

  Business Response

  Date: 09/07/2022

  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 there was a pre-claim for the alternator called in.  Your contract does not list the alternator for coverage as it has no electrical coverage. Since there was no covered failures called in there was no actual claim started.  Your contract does have coverage for the turbo/super charger  and is not an extra charge. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  You may choose to keep your Vehicle Service Contract for future covered repairs or you may choose to cancel your coverage.  If you choose to cancel, CarShield will refund your last 2 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

  Customer Answer

  Date: 09/19/2022

  I received a phone call from a representative and they indicated that I had to go through their legal team and that it was going to be forwarded to them. I never got anything in my inbox nor my spam. along with that I heard that they have a lawsuit against the Better Business Bureau because they're indicating that you guys are falsely accusing them of wrong actions. I have the emails to prove it I need assistance in this situation. this company is not doing things correctly and I tried to respond to them however again no response no email no nothing for me to contact their legal team

  

  Business Response

  Date: 09/19/2022

  Thank you for reaching out to us again. 

  We are drafting the Settlement Agreement and we will email it to you as soon as it's ready for your electronic signature. 

  We appreciate your patience. 

  Customer Relations

  Customer Answer

  Date: 09/19/2022

  Complaint: ********
  
  I am rejecting this response because: I never received any email from carshield. I called them and told them that I had not received that email they told me to check my SPAM and other inboxes. when I checked every single folder I still did not see any message from carshield when I talked to the customer service representative she indicated that it was being handled by their legal department I have not received any phone call nor any email regarding the situation.
  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/20/2022

   

  Thank you for reaching out to us again regarding this matter. 

  Your Settlement Agreement will be emailed to your as soon as it's ready.  We hope to have it to you by the end of the day.  We do apologize for the delay and appreciate your patience. 

  Customer Relations

   

• Initial Complaint

  Date:09/02/2022

  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.

  When i FIRST got carshield, i spoke to a lady, she was telling me all sorts of things and told me that they cover everything, maintenance wise, including, shocks, wheel bearings, axles, etc, those caught my eye, because of the roads here in *****. She gave me a price of $110, somewhere around there. I said nice, i will get back to you, then while i was still on the phone, she said, i can give you a DISCOUNT and lowered it to $88. I said, i will be calling back. When i called back, they told me $79.99, i purchased the plan. When I had something happened to my car, they told me, they don't cover it, this was about 40 days, over 6,000 miles later, I drive for ****, so basically the way i see it, when something happens, they will say you have a different plan and not cover you. I been without a car for almost 2 months, because i put my trust in them and they failed me

  

  Business Response

  Date: 09/07/2022

  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. ***' notes state a claim was called in for collision repairs that were pre-existing to the purchase of the contract, not for mechanical repairs. *** has spoken to you about this and explained in detail the contract does not cover collision damage and you would need to speak with your insurance company.

  As a resolution, 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: 09/07/2022

  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, EXCEPT for them lying about BBB, Carshield made sure not to have google reviews, because they dont want people to know the truth about them, so when people comes here, they get upset and tries to sue, BBB, im here, i will come and speak on the stand if you want me too, i will let everyone know what happened, and also ask for their recorded conversations, if they havent already deleted them our very first conversation, where you will hear exactly what was told to me and my response
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/02/2022

  Type:Product 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 May 9, 2021, CarShield read an agreement which was a contract. My bank account was debit $129.99. June, 2021 they mailed a contract. After reviewing my assistant emailed and called to cancel the contract, as I requested. $24.74 was debit as a cancellation fee. July 2021 and thereafter until July 2022 $129.99 was debit from my bank account. I thought I had no contract with CarShield. I never used the services. I want a refund. I have bank statements. CarShield is only willing to cancel the contract but not will to refund me. CarShield indicates I renewed the contract by phone. I didn't call them and I didn't receive a call from them. I asked for proof after my June, 2021 cancellation and the employee hung up.

  

  Business Response

  Date: 08/15/2022

  Please see attached.

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17684778
  
  I am rejecting this response because:  CarShield submitted to Mepco Payment Plan Information based on May, 2021 but failed to inform Mepco of my June, 2021 Cancellation.

  
  

  June, 2021, I cancelled the contract with CarShield.  I was charged a cancellation fee in June, 2021 of $24.74.  This action proofs CarShield knew of the cancellation I cancelled with CarShield.

  
  

  Again, on August 9, 2022, I mailed and emailed CarShield and ******************** my cancellation letter.

  
  

  I expect a refund for June, 2021 thru June, 2022.  My contract ended June, 2022 and CarShield not Mepco continued to bill me.  I clearly cancelled.  Stop billing me and stop trying to renew the contract.  I never signed a contract.  I gave CarShield my bank information May, 2021.  After reviewing the contract, I called CarShield and cancelled and never used their services.  My truck has never been serviced using CarShield's services proofing I didn't know the contract was inforce.  I have the Phone contract dated 05/10/2021 by ****'s *******, Phone Authorized Agent.  If CarShield is able to Hook me with a phone call, I should be able to Unhook myself with a phone call.

  
  

  I noticed on the contract the address is ********, ** not my address in Santa Fe, ** which is correct, I noticed on the bank information on Page 3 the expiration date is 09/22 not the correct expiration date of 06/22.  What is the connection between ********* ************* CarShield and a person living at ********, **.?  I also noticed on my ********* CU bank statement on June 10, 2021 that Mepco made a $24.74 Withdrawal By Cash.  Does Mepco make withdrawals by cash for a Cancellation Fees?  Contract # MRF3703114

  
  

  Enclosed:  CarShield's Contract Pages 1, 2 and 3, CarShield's Declaration Page and ********* ***************** Statement dated June, 2021
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/05/2022

  We appreciate you bringing this to our attention.
  
  We have reviewed our phone records and do not have any calls from the number associated with your account in the entire month of June 2021. If the call came from a different number, please contact ******************************* so that we can search that number and listen to the recorded call.  There are also no notes on your account that indicate you or someone on your behalf called and attempted to cancel the contract.  CarShield records EVERY call, in or out, and in order for us to verify this should have been cancelled, we will need to hear the recording. Once we find that call, we will be happy to refund you from the date of the call through the present.
  
  If we are unable to verify that call, CarShield will as a courtesy and in consideration of your circumstances, will refund your last 6 payments upon execution of Settlement and Release Agreement. If you wish to proceed with that offered resolution and forgo the additional time needed to search for a call, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. 
  
  Customer Relations
  
  
  
  

  Customer Answer

  Date: 09/09/2022

  Complaint: 17684778
  
  I am rejecting this response because:  My assistant did call and I witnessed the call.  The attachment which is an email to CarShield explains the details 
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/12/2022

  CarShield can not locate the alleged call. 

  CarShield responded to the email you sent to *******************************.  Please see that email and the offered resolution. 

  Customer Relations

  Customer Answer

  Date: 09/12/2022

  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,
  
  *******************

  Customer Answer

  Date: 09/20/2022

  CarShield did not email a Settlement Agreement.

  

  Business Response

  Date: 09/20/2022

   

  The Agreement has been emailed to you. Please review and sign at your earliest convenience. 

  Customer Relations

  Customer Answer

  Date: 09/22/2022

  Complaint: 17684778
  
  I am rejecting this response because:   CarShield never has emailed a Settlement Agreement.  This week or last week.  ******************************* at the email    ******************************************   is returned as Address Not Found and wasn't delivered. 
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/23/2022

   

  **************** you have already signed the Settlement Agreement and we have requested your check. 

  Customer Relations

  Customer Answer

  Date: 09/23/2022

  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,
  
  *******************

  Customer Answer

  Date: 10/06/2022

  Attached is an email from ******************************* from CarShield and an email from me to ******.  I haven't received the Settlement Check.

  

  Business Response

  Date: 10/06/2022

   

  Your check is going out today via priority mail - tracking number EI 157 082 659 US. You will have it no later than Saturday at 6pm. 
  
  
  WE do apologize for the delay in processing. 

  Customer Answer

  Date: 10/10/2022

  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:09/01/2022

  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 sold me a extended warranty under false pretenses I was not informed about how they worked they told me otherwise until I had to file a 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 their notes, claim ******* was authorized for engine replacement per the contract coverage terms. The claim was opened on 4/28/2022 and authorized on 5/2/2022. The balance due on the invoice submitted for payment matches the authorized amount to the penny.

  Claim ******* was authorized for the replacement of the transmission per the contract coverage terms. The claim was opened on 8/24/2022 and authorized on 8/30/2022. The balance due on the invoice submitted for payment shows $3435.97 whereas $2441.24 was authorized. This difference is due to you choosing to use the repair facility supplied transmission over the MCE option from ***' supplier.

  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

  Customer Answer

  Date: 09/14/2022

  Complaint: ********
  
  I am rejecting this response because:car shield offered me a transmission with over 125000 miles on it which was more than the once I had to have replaced the repair shop suggested that I didn’t take that one saying it was too many miles on it
  
  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 09/14/2022

  Thanks for reaching out to us again. 

  As stated in our previous response, ******** **** Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments.  If you wish to dispute a decision made by ******** **** ****** you will need to contact them directly at ************* ** **** ** **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. 

  Customer Relations

• Initial Complaint

  Date:09/01/2022

  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 have denied my claim when the garage that is doing the work stated that the cause was from the oil pump going bad. They said they are denying claim because new oil was added. I told them from the onset that I added oil when it was low. I am a disabled veteran that needs to get my vehicle fixed and am on a fixed income.

  

  Business Response

  Date: 09/02/2022

  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 and the facts shown your engine had a severe lubrication concern with the lower end of the engine. Either a run-low condition or a failed oil pump condition. Denial on this claim is correct but not for the stated reasons.

  Per the full ****** report in October of 2018 the vehicle was listed for sale at an auto auction with mileage reported of 241,453 then 11 months later it has mileage reported of 184n357. ****** records show mileage leading up to October of 2018 to be in line and accurate and after 11/2019 to be inline and accurate with the incorrect mileage. This is a clear odometer rollback prior to the purchase of the vehicle. Due to the inability to verify the current mileage on this vehicle this contract is null and void. 

  As a resolution, 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