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:08/31/2022

  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.

  2021-2022

  Customer Answer

  Date: 08/31/2022

  Hello, I signed up for Car Shield warranty plan on 06/15/21. It was Platinum Plan Contract# MRF3752470 which should of covered most of the problem my car would get, I have ********** Tiguan 2018, at the cost of $127.99 monthly with $100 deductible. When my car started having problems I took it to ********** dealership in ******, ********. Per my dealership Car Shield refused to pay for any repairs even they were covered under the warranty. They did not offer any help and refused to address any issues with the repair. I had to cancel my membership after more then a year of wasting my money on something they would never cover. All I want right now is to get the refund for the months I paid. I am single father of 3 kids and every ***** counts. My repairs would cost me more then $3000. Please help me. Thank you in advance.

  

  Business Response

  Date: 09/01/2022

  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. Per AAS' notes, the last claim called in your contract was on 2/2/2022 for a single wheel bearing that was paid out per the terms of the contract. There was out of pocket costs on that claim due to your repair facility not allowing parts to be shipped in and they were over the time authorized for diagnostics.

  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

  ********************** 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: 09/01/2022

  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:08/30/2022

  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.

  repair facility: **** **** ** *********. Date of repair: 05/09/2022 customer cost for repair: $386.23 CarShield Ins. paid: $0.00 Date of repair: 01/03/2022 cost: $459..88 repair Date: 01/03/2022 02/09/22 $19.98 01/10/22. $459.88, I PAID FOR DIAMOND ELITE, I NEED REFUND OF $2709.00 AND COST OF REPAIR, CARSHIELD HAS NOT PAID ME PENNY FOR INSURED VEHICLE, IF CARSHIELD DOES NOT COMPLY, I WIILL ATTAIN AN ATTORNEY AS SOON AS POSSIBLE, THANKS FOR YOUR COOPERATION, CUSTOMER

  

  Business Response

  Date: 09/01/2022

  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 there are 2 claims called in on your contract. The first was authorized at slightly less than the deductible for the contract. This was for a blower motor relay. There was additional concerns for a brake relay module but the repair facility noted that there was issues with fuses and that once they fixed that and cleared the codes the issue did not come back. Fuses are not listed for coverage and since there was no actual failed parts there is nothing that could be covered towards that part of the repair. No final invoice was sent in since there was no payment due to it being $2 below the deductible amount. There is a more recent call in for an issue with the vehicle not starting. You paid for repairs and sent in the final invoice on this one. The repair was for replacing a key and programming it. Keys are not covered under this contract and neither is programing. There was no actual claim started since there was no covered failure identified. We have attached a copy of your contract for your review. A list of covered components can be found in Section B of the contract. 

  
  Both of the claims called in are correctly adjudicated per the terms of the contract. We see that you have already cancelled your contract.  As a courtesy, CarShield can refund your prorated refund of $1523.46 minus any paid 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

  Complaint: ********
  
  I am rejecting this response because:carshield misrepresent itself, I faithfully paid carshield $2,709.00, did not get any satisfactory service. It is almost impossible to get carshield to pay for car repair, their protection plan is not customer friendly, it was impossible for *** **** ** ****** to get any money for repair of my truck from carshield.

  carshield contract no.**********

  ****** ******** *** ** ****** **** **** **** *** ********

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

  

  Business Response

  Date: 09/07/2022

  As stated in our previous response, ******** **** ****** 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 ************, by email at ***********************************, by mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. 

  CarShield has made the only offered resolution we can by offering the prorated refund.  Please email [email protected] if you wish to proceed with the offered resolution and we will draft the Settlement Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 09/08/2022

  Complaint: ********
  
  I am rejecting this response because:I am planning to contact my rerpresentative on carshield misconduct!
  
  
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:08/30/2022

  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 feel car shield is not fulfilling its part of the contract which was purchased through them. on Saturday 8/ 27/2022 at 10am I took my vehicle for service at ********* in ******* NJ for an oil change and have them look over the vehicle to recommend any repairs or services needed and found the following (see attachments) ********* contacted car shield for approval for repairs to be made. later I was contacted by ********* and advised car shield was requesting photos and video of the parts that needed to be replaced and the condition they were in. ********* submitted the info. ********* then informed me that car shield was requesting documentation for the last 12 months of vehicle maintenance no where in the contract does it state the need to supply the past 12 months of service records only states may ask for copies of service records ....these repairs have nothing to do with regular servicing of the vehicle . ********* asked me if I wanted to leave the vehicle or pick it up since they were still waiting on approval and car shield was closed after3pm which I did pick up since I needed to get to work. on 8/30/2022 I contacted car shield at about 2pm and they advised me the claim was inactive since the vehicle was not at the shop. The rep then advised me the claim adjustor needed 12 months of service records and when I purchased the vehicle and video of the wheel hub issue and would take 24hrs before a decision would be made if the claim would be approved or not .( I dont understand why car shield did not contact me ) she also advised the shop stated the car is not safe to drive with the repairs needed. I asked her if I could get the rental car that is part of the coverage, and she advised no only if your claim is approved would you get that depending on your coverage. I feel car shield misrepresents how easy the process is to have the vehicle repaired and no where in contract does it state it will take 24hrs to be approved

  

  Business Response

  Date: 09/01/2022

  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 *** and based on the claim facts present this vehicle is no longer at your repair facility which presents a clear and obvious indication of continued operation.  Your failure to provide service records has created delays in adjudication and due to the early nature of the contract an inspection of the vehicle by a neutral 3rd party inspector would be required.

  If you do not wish to follow the terms and conditions of the contract you purchased then further claims adjudication cannot be met. 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: 09/01/2022

  Complaint: ********
  
  I am rejecting this response because:

  
  
  The vehicle is not broke down it is still operational and drivable just unsafe to drive if not repaired soon 

   

  I attached the contract copies no where does it state it may take up to 24hrs to determine if repair will be authorized 

  No where in contract does it state they need photos and video proof from repair shop of damages to be repaired 

   

   

   

  If I left my car at the shop on saturday 8/27/2022 it still would not have been repaired by now and I would have no transportation to and from work since they would not authorize a rental car until the repairs would be approved 
  

   

  The repaire shop forward them my repair history including work done at pepboys  I only kept major repair documentation since I only had this contract started in june of 2022 no where in contract does it say I need to supply them with the past 12momths of maintanice 

  Nor does it say I need to supply them with proof of when car was purchased 

   

  My purchase and 12 month maintaince history has nothing to do with repairs  if and history it should be from start of policy and the car manufacture maintance only states these in the

  owners manual   see attatched

   

  ********* said to me that car shield will be closing at 3pm that Saturday and most likely would not hear back from them until monday well car shield contacted them on tuesday requesting more stuff and that they needed a statement from me which is not in the contract either before repairs could be authorized 

   

  I contacted car shield rep gave statement and they advised me claim was on hold since vehicle was not at shop any more I explained to them o couldn't leave it there because the shop did not hear back from car shield that whole day saturday from 10am to 3pm and car shield was closed on sundays I guess but I didnt hear back from ********* until around 1pm tuesday 

   

  These delays where brought on by carshield they had the information on my repairs that I had the shop sent they never contacted me themselves regarding giving a statement 

   

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

  

  Business Response

  Date: 09/02/2022

   

  As stated in our previous response, ******** **** ****** 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 ************, by email at ***********************************, by mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. 

  The only resolution CarShield can offer is a full refund with your signature on a Settlement and Release Agreement. Please email ****************** to confirm the cancellation of your contract and  your 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:08/30/2022

  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.

  The Car Shield Policy was deducted from my checking each month. Once decided to cancel policy on Aug.22,2022 car shield deducted funds on the 31th. When called to verify cancelation, company refuse to return funds to my account also hassled us to continue policy. We would like all funds taken on 31th.replaced to this account. Can you Help with this dispute.

  

  Business Response

  Date: 08/30/2022

   

  CarShield has no record or notes that you called to cancel  your contract. Nonetheless we will refund the last payment. Your contract has also been cancelled. 

  Customer Relations

• Initial Complaint

  Date:08/30/2022

  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.

  None of the shops want to take these guys. They took forever to get an adjuster out there, and then they denied the claim.

  

  Business Response

  Date: 09/01/2022

  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 denied for a pre-x condition. This was the correct adjudication. You admitted that the issue had started roughly 6 months prior to claim call in. With the contract being barely over 2 months old at the time of claims call in, this is clear evidence of pre-x. *** also requested records from you and you only provided a BOS dated from 2018. After the claim was denied your repair facility called back in stating that there were multiple other failures including multiple lines, a seeping rear end, and a transmission shifter assembly.  Your repair facility was advised that lines were not listed for coverage under the contract, the transmission issue is pre existing, and contract does not cover seeps, only leaks.

  Due to no future repairs being covered due to the pre existing condition, CarShield will refund your payments in full minus any paid claims 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:08/29/2022

  Type:Sales and Advertising 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 8/29/2022 at approximately 1638hrs PDT, I called a phone number as listed on the screen in a Car Shield television advertisement. I pointedly asked the representative who answered if "Car Shield covers residents in California." He explicitly said, "yes." When I told him a JUST saw a disclaimer on the TV ad, his response was, "You saw an old TV ad. We DO cover in California." "Are you sure?" I asked. "I've worked here a long time, I should know," was his answer. He encouraged me to sign up. I politely said good bye. I checked the Car Shield website. The same disclaimer--explaining how California car owners are NOT covered--was also there. (An "old web page," I presume.) Q: Are your sales representatives misleading customers. - **** ******, Reporter. ******** **** *, Los Angeles.

  

  Business Response

  Date: 09/02/2022

   

  CarShield advertises nationwide and it is impossible to exclude accidental television overage into California when buying media; therefore, our commercials accidentally air in California when we focus on neighboring states. That is why we place a prominent disclaimer on both our commercials and website that states "CarShield does not offer coverage in California, but may refer a licensed CA Mechanical Breakdown Insurer. " While CarShield does not sell vehicle service contracts in California, we have partnered with a properly licensed Mechanical Breakdown Insurance (“MBI”) company to which we can refer California residents. So, when a consumer calls from California after seeing a television ad, a salesperson may let them know CarShield has a relationship with a different coverage provider. Had the call in question continued, the customer service person would have mentioned the possibility of a licensed MBI referral. The MBI program is sold through Auto Shield Insurance Services and they legally service residents of California. No California resident would ever receive a vehicle service contract sold by CarShield. They only could obtain and receive a policy for properly licensed MBI as set forth above.

  Customer Relations

  Customer Answer

  Date: 09/02/2022

  Complaint: ********
  
  I am rejecting this response because: ((sigh)) You are repeating yourself instead of addressing your service representative's misleading statements. Again... AGAIN... When I asked the CSR "why do I see a disclaimer for California on your ad." His response was, "that is an old ad." He went on to say, "Car Shield DOES cover California." He made no mention of "national ads having to have a blanket disclaimer." And he made no attempt to distinguish "Car Shield" from a "partner" working with Car Shield. Go back and listen to the phone call: Approx 1838 hours on 8/29/2022.   
  
  
  Sincerely,
  
  ***** ****** * ******** **** LA

• Initial Complaint

  Date:08/29/2022

  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 been paying monthly for Car Shield they told me that they pay for anything electronically They don’t pay for nothing wasted my money and I think I was mislead isn’t lights electronica they deal with electric they even said the fuel system didn’t pay for nothing I would like my money back can you just take money out people all that money that you got and you didn’t pay for one thing

  

  Business Response

  Date: 08/31/2022

  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, you had a claim in 2021 for a brake pedal position sensor. This is not listed for coverage under the contract. There was also a recent call in about the purge valve for the emissions system. This is once again not listed for coverage in the contract. We have attached a copy of your contract. Please reference Section B for a list of covered components. 

  You may choose to keep your Powertrain Service Contract for future covered repairs or you may choose to cancel your coverage.  If you choose to cancel your coverage, CarDhield 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

  Customer Answer

  Date: 09/01/2022

  Complaint: ********
  
  I am rejecting this response because: first of all it’s not a complaint from 2021 I’m making a complaint from August 30, 2022 when you guys sold me this policy you said it fixes everything electrical now I had a problem with my tail light you didn’t cover it you don’t cover nothing I’ve been paying for  two year
  And you couldn’t even fix my tail light and they did call, and you guys denied the claim August 30, 2022 nothing about andAnd you couldn’t even fix my tail light and they did call, and you guys denied the claim August 30, 2022 nothing about 2021  you can’t even get the date right you having someone on the phone trying to sell a policy and basically saying yes it fixes everything electrical like if your power windows and has the engine anything electrical now I had to pay out-of-pocket $400 for the back of my car my tail light you guys wouldn’t even cover that that is messed up and I’ve been paying for two years $130 $ so yes I’m rejecting your response I see that you got a lawsuit against you I wonder why? The mechanic even said your policy is crap he said he had a car sitting in his lot for six months waiting to be paid I don’t think the man is going to lie to me and then you’re like oh if we cover it we can send it to a different mechanic I’m not gonna send it to a different mechanic I trust a mechanic that I go to because he videotaped everything and show you what’s wrong with your car he does not lie he has a good business and he has a good credit rating I think you should reimburse me at least $400 from my tail light because that was electrical so when you respond make sure you get the date right has nothing to do from 2021 I remember that one and I know that you weren’t  going to cover that don’t you tape your calls was here the tape when I signed up with the person told me everything electrical I think you take a vantage your customers I don’t think you should be in business I hope you do lose your business and you have nerve to even email me saying that you give me $10 off If I come back to you guys no thank you! $10 off so you expect me to pay $110 a month and not fix anything and nothing will be covered maybe I had sucker written on my face the first time but this time it washed off sorry from my harsh tone but I think you people are robbers
  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:08/29/2022

  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.

  Called in on 8/29 at approximately 6:15PM CST because information regarding my account was incorrect. Spoke with ******* who was rude and nasty and hung up on me when i asked to speak with someone else. She does not need to be in customer service with this kind of attitude.

  

  Business Response

  Date: 08/31/2022

  Thank you for bringing this to our attention.

  CarShield records all calls for quality assurance. We will review the call and take all appropriate measures. 

  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:08/29/2022

  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 been with them for 8yrs and when my contract is coming due they call me to renew. Well i had a issue that just happened and my contract lapsed a month ago. I called to ask why and i was informed by 4 reps that they should have called but they didn’t. No reason why but the notes on the account support they should’ve but didn’t. They have blamed me cause when i signed the contact i should made not of it but all reps have informed that it was on their shoulders to call but didn’t. But instead of meeting in the middle with helping get my truck repaired they just said I was out of luck cause it not my fault but its fault. They will not help or even consider taking on the responsibility of not doing their job.

  

  Business Response

  Date: 08/30/2022

  *** ******

  Thank you for reaching out to us with your concerns.  We appreciate the opportunity to address them and to assist you in the resolution of this matter.

  We try to reach out to all of our customers who are nearing the expiration of their coverage, as a courtesy.  There can be several ways we reach out.  Could be by email, a letter or a phone call.  Again, we reach out as a courtesy, not an obligation.

  Your service contract expired on July 28, 2022.  You had a large claim paid in the amount of $3351.50.

  Your service contract administrator has no obligation to pay any additional claims once your service contract has expired.

  We consider this matter to be resolved, as your service contract expired over a month ago.

  Respectfully,  Customer Relations

   

  CarShield is here to address your concerns.  CarShield is suing the BBB.  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 misrepresentations relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

   

  Customer Answer

  Date: 08/30/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  In the 2 times I have renewed my contract you have called me. I have never since I begun this contract did I ever receive anything from you. No a letter or email to inform me of anything. Is extremely sad and pathetic that you have the nerve to hide behind that narrative, knowing that no other business or companies would act in this fashion. Business, unlike yours I see, would’ve have jumped at the chance to maintain my business for another 8yrs or month to month. You all didn’t. But instead of finding a middle ground you would rather stand a ground that makes sense. I spent all day yesterday talking to folks and nobody tried help the situation. I was told over and over agin, it’s not your fault. But you should’ve remember your contract end day 4yrs ago… How petty and disrespectful are you. And to bring up a old claim like it justified your response is idiotic. I paid double that 8yrs, so how you look.  I’m not trying get out of paying anything. I want my insurance reinstated and be afford the opportunity to get my care repaired. Like the stance your and tone is based off your bad reviews. Im sorry to say this repose doesn’t help your case with them or the people. At the end of the day if I was not informed but I would have resigned like I have done the past 8yrs. As a valued member I expected a little more respect, compassion and empathy. I’m sorry that I can’t remember a date 4yrs ago and you do. Do you see how silly that sounds? Instead of changing narrative and maintain a customer it’s not our problem. I don’t accept this response and I will continue to press this matter. I hate that it has to got his route but your response is just sad and a accurate reflection Of the score you have with the BBB and online. You could start a change and I hope you do. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 08/30/2022

  *** ******

  We apologize, but claims cannot be considered for payment if you do not have an active service contract with us.  Your term service contract expired on July 28, 2022 and, by the terms and conditions set forth in your service contract, is under no obligation to cover any claims submitted after the expiration date.

  We would be happy to have a customer service representative reach out to you and assist you with the purchase of a new month to month service contract which would automatically renew each month.  Let us know if you are interested in this option and we will have someone give you a call.  However, no pre-existing failure or issues with your vehicle would be covered under this new contract.

  Again, there is nothing we can do for you, with an expired contract, if your vehicle is having issues at the present time.

  Regards,

  Customer Relations 

  Customer Answer

  Date: 08/31/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I am extremely concerned with your lack of transparency, respect and empathy… Plus your fixation on blaming me for something nobody in the world would remember. Why is that? Are you that perfect of a person that remember all things revenant to you. That’s a joke and you **** well know it. I wasn’t asking for extreme measure but you made it a point to pick the one thing that you caused. It wasn’t my fault you didn’t reach and that’s were the blame shall lie. Not matter how many times you say that to me it’s remains your fault. Every single rep has been recorded sayin that. But here we have YOU. I truly hope you find piece within your self to see how ugly you and your company have treated me and others. At what point do you stop, listen and care. See I don’t care. You would rather stand on that ground of I should’ve know 4yrs of info. I’m trying to be respectful and honest. I could’ve lied told you anything but I transparent and honest. I was raised right. Instead of a customer lying and tying to get the whole job for free, I’m will to pay 2 months in advance to get back where I was. I also would like to be extended the option to have my car fixed after the waiting period because I would’ve never been in this situation. Again that falls on you as a company that you didn’t call, email or send letter to me. I pathetic you can’t see I want to maintain the services. Despite you continued treat and utter disrespect. 
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/29/2022

  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 does not provide service to customers. They do not honor their contract to what they say they will do.

  

  Business Response

  Date: 09/09/2022

  Thank you for bringing this to our attention. 

  Our notes indicate you spoke customer service representative and stated your chosen repair facility would not accept CarShield coverage.  The representative offered to help you locate a repair chop in your area but you refused and cancelled your contract. 

  Carshield and your administrator, ******** **** ******, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well.  In this case they have refused to do business with you.  There is nothing that CarShield or *** can do to force any repair facility to work with you. 

  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