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:08/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid for extended warranty that can not be used. started contract about 6 months ago. will not refund money that i paid. when i provide info for refund, email address for carsheild will not work. fax # that they gave me to send cancelation notice will not work.

  

  Business Response

  Date: 08/22/2022

   

  Thank you for bringing this to our attention.

  Your contract has been cancelled effective immediately and we will refund your last 6 payments as a courtesy. We are sorry to lose you as a CarShield customer. 

  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: 08/24/2022

  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:08/18/2022

  Type:Sales and Advertising 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.

  This company has sent numerous letters concerning car warranty for vehicles I have never own nor have I ever done business with this company.I have asked several times to be removed from their mailing list but the company continues to send out letters.

  

  Business Response

  Date: 08/22/2022

   

  Than you for bringing this o=to our attention. 

  Please send a copy of the mailer your received to ******************************* so we can remove your contact information by the customer ID at the top left of the mailer. 

  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: 08/24/2022

  Per your request

  Mailer from 8/8/2022 was sent back with rejection letter to company.

  However, I do have a copy of the mailer from 3/12/2022 which was also sent back as a rejection.

  

  Business Response

  Date: 08/29/2022

  Thank you for sending the requested mailer. 

  We have removed your contact information from our contact list. 

  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: 09/02/2022

  Complaint: 17739998
  
  I am rejecting this response because:I am getting notifications from your company in my personal email. Not sure how the company was able to gain access to my personal email but I am also requesting that these notifications cease also.
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/02/2022

   

  We have also removed from our email list. See the attached confirmation.

  Customer Relations

  Customer Answer

  Date: 09/06/2022

  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:08/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a car repair insurance policy by this company, and the very first time that I filed a claim it was partially denied (the most expensive part), because of an exclusion clause in the contract which I was not made aware of at the time of the purchase. The other part of the repair coverage was conditioned to the teardown of the engine to inspect the parts to see if it would be covered, and I was told by the shop that if carshield after the teardown would have denied the coverage as well I would have been responsible for the cost of it; therefore I decided to take my car out of the shop and not pursue any claim from this company due to the high risk for not being approved for the partial repair leaving me stuck with a bill that at the moment I cannot afford. The main problem here is the sales tactics used, the salesman offers you a deal that sounds really good, but they never share the contract until after the customer has signed and paid (monthly premium) for it; however, I recognize that I did not read the contract even once it was received. Today I've called carshield and I requested the cancelation of my contract effective imediately. But they told me that because I took my car out of the dealer the contract was already canceled.

  

  Business Response

  Date: 08/23/2022

  Thank you for bringing this to our attention.

  CarShield contracts come with a 30 day review period giving our customers ample time to review the terms and conditions of the contract and receive a full refund should you decide not to keep coverage. Our customers are as bound by the terms of the vehicle service contract as we are and it was you who chose to not follow the contract terms or have RFI performed, not CarShield. CarShield has in no way violated the terms of your contract.

  However, in an effort to resolve this matter, CarShield will refund your last 2 payments on each contract (********** & **********) 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 numbers 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: 08/27/2022

  Complaint: ********
  
  I am rejecting this response because: It is true that the contract binds both parts as carshield says; however, the speech at the time of sale makes the buyer think that everything is covered because the sales person never mentions that there are so many exclusions that make hard to have claims approved. The turbo repair was denied without being inspected by carshield, so why the timing needed to be inspected? I took my car from the shop because that fact diminished my confidence in this company and about my claim being approved, plus, knowing what the charges would be just for the teardown of the timing components was discouraging, i did not want to be left stuck with a high dollar bill without having anything fixed. Additionally, after I received the denial for the turbo, I learned about the abundant negative reviews for this corporation, I wish I would have checked this information before I subscribed the for this "coverage." One more thing, my wife and I handle our personal/financial matters separately, if carshield wants to cancel her contract as well, they will need to contact her directly. 
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/29/2022

   

  Thank you for reaching out to us again. 

  CarShield gives all of our customers 30 days to review the contract and it's exclusions and will cancel your contract with a full refund if after reviewing the exclusions you choose not to keep coverage. 

  If you wish to accept the offered resolution, please email ****************** and we will draft the Agreement for signature. 

  Customer Relations

   

  Customer Answer

  Date: 08/29/2022

  Complaint: ********
  
  I am rejecting this response because: carshield can keep my money at this point I don't care about it, I think that another bad review from my experience everywhere I can leave one might help other people to not do business with this joke of a company.
  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased warranty through Carshield on 03/05/2022 for $99.99 a month.Contract number ********** on a **** ********* ********. One month after purchasing Contract Transmission went out in vehicle. The ******** was well over the mileage and time frame to put a claim in. I called Carshield to get the Transmission fixed and was told to bring it to a authorized ASE macanic. So i took it to *** **** ************ **** ****. They called Carshield they took about 2 weeks to get back ahold of *** ****. Carshield told *** **** to take the Transmission apart and get back ahold of them. So *** **** pulled Transmission and the adjustor looked at the Transmission. Carshield called me and said that they were going to deny it due to pre existing conditions and to close to the Contract start date. Paid 7 months for coverage for them to deny my claim. 6 months my ******** was at *** ****.

  

  Business Response

  Date: 08/24/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. ******** **** ****** has informed us they will be reaching out to you regarding this matter.  Please feel free to contact them at ************ with any 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:08/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty through carshield under the understanding that all parts of my drive terrain was covered. The electrical component that makes my transfer case failed and needs to be replaced. Carshield is denying coverage of the part because it is not a “interior lubricated part”. They are actively violating the magnuson moss warranty act.

  

  Business Response

  Date: 08/23/2022

  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 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. The claim was denied because the transfer case motor is not listed for coverage under your contract terms.  This was the correct adjudication as this contract only covers internally lubricated transfer case components, and this motor is both external to the transfer case, and is also not lubricated. Furthermore, the contract excludes all electrical parts from coverage in contract section D.20, so not only does the contract not list it for coverage, but also specifically excludes it as well. WE have attached a copy of your contract for your convenience. 

  As the contract totally excludes this failure from coverage under multiple provisions, no authorization can be provided on this repair.
  
  You may choose to keep your CarShield coverage or you may choose to cancel. As a courtesy, if you choose to cancel your contract CarShield will refund your last 4 payments. 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:08/18/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased car Shield service about 4 or 5 months ago. When I purchased it I was told that the service was widely accepted and made to believe that I would have no issue using the service. I paid my premiums monthly on time for like I said for 5 months in a row and then I went to use the service once. Only to find out that there's nowhere within 75 or 100 miles of me that accepts it. They knew when they sold me that service that there was nowhere near here that accepts car Shield. The reason I know that is because when I called him to cancel the service they told me oh yeah I see now that Scatterfield is the closest place to use it accepts our service I said why didn't they tell me that when they sold it to me because I was made to believe I could go right down the street and use it. This is predatory sales in my opinion and it's a scam and I believe that I should at least be entitled to do a partial refund.

  

  Business Response

  Date: 08/18/2022

  Thank you for bringing this to our attention.

  We are sorry to hear you are unable to find a repair facility in your area that accepts CarShield coverage. CarShield will refund your payments in full. 

  You will receive one payment back to the card and the remainder will be sent via check within 10 days, We are sorry to lose you as a CarShield customer. 

  Customer Relations

  Customer Answer

  Date: 08/29/2022

  This email is just to confirm that my case has been settled and I have received a refund in full from car Shield. Thank you very much for your assistance in this matter. Highest regards, ********************************

• Initial Complaint

  Date:08/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called CarShield in February to find more about their program to be sent to me. They had me answer questions with only a "yes or no" answer (only). I didn't notice they were taking payments from my ******* *** credit card since February until I paid off the ******* *** card and was expecting to see the card go from a balance of $6,386.00 to a zero balance owed. When I got my next statement from my ******* *** card, I saw my balance owed was $105.49 (a charge from ***** CarShield). I called ******* *** to see how this could take place, at which point they told me the same charges took place back since Feb. I called ***** CarShield at that point and told them I threw their paperwork away in March of 2022 because I was not interested in what I read. At that point I called BBB to report the fraud charges on my ******* *** card. I don't know how they got my ******* *** card numbers. I still don't know.

  

  Business Response

  Date: 08/18/2022

  Thank you for bringing this to our attention.

  CarShield obtained your credit card information when you called on a recorded line and purchased a vehicle service contract for your **** ****** ******* on 2/22/22.  You also requested at that time that CarShield mail your vehicle service contract to you as you did not have an email address. 

  In an effort to resolve this matter matter CarShield will refund your only payment. The refund will be refunded back to the card on file within 3-5 business days.

  Customer Relations

  Customer Answer

  Date: 08/25/2022

  Complaint: 17733301
  
  I am rejecting this response because: 

  They owe me $210.98.  I made more than one payment.
  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 08/29/2022

   

  Our records indicate only made one payment in February 2022.  Please send a bank statement or proof of the second payment to ****************** and we will be happy to review it. Thanks 

  Customer Relations

  

  Business Response

  Date: 09/06/2022

   

  Please send a copy of the bank statement proving the 2nd payment to ******************************** We can issue any additional refund without the requested statement as our records do not reflect a 2nd payment. 

  Customer Relations

  Customer Answer

  Date: 09/06/2022

  ******* *** refunded me $406.32; received August 8th, 2022.  I told ******* *** that I'm still owed $210.98, not including interest charges.  Wednesday, August 24th, 2022.  They (******* ***) started coming up with different figures over the phone.  Wed., Aug. 24th, ending in figure 159.00; then I was told to call them back the next day August 25th, 2022, I was told to go back to the beginning by calling BBB

  Customer Answer

  Date: 09/13/2022

  I put in regular usps 9/12

  

  Business Response

  Date: 09/20/2022

   

  Thank you. Once we receive the document we will contact you. 

  Customer Relations

   

  Customer Answer

  Date: 10/06/2022

  Attached is my credit card statement.

  

  Business Response

  Date: 10/07/2022

   

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

  The copy attached to your complaint is not legible. Please send the entire statement for both months to ******************************* for review. 

  Customer Relations

   

• Initial Complaint

  Date:08/17/2022

  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 3 August 2022, I took my car to have the transmission serviced/repaired using my CarShield warranty. Today is 17 August 2022 and my claim with CarShield still hasn't been authorized. I keep being told by the customer rep that a decision will be made 48 hours after receipt of the repair shop's diagnosis. That requested information was submitted and received by CarShield on 5 August 2022. Also, when calling the claims adjuster he never answers the phone or his voicemail mailbox is full. The latest update I received from the repair shop on 15 August 2022 was that the CarShield claims adjuster required pictures of my car from all four sides as part of their authorization process. My car is in the shop for transmission issues, not for auto body repairs. Also, my monthly CarShield premium is a $129.00 automatic payment that's never been late. I had to rent a car last week that cost me $604.00 and when I told the customer rep she told me that was my problem since CarShield hasn't authorized the repair. It feels as if CarShield is purposely "dragging their feet" with the hope that I'll get frustrated and pay for the $5000.00 repair out of my pocket. Well, tomorrow is another day and hopefully I'll get some kind of repair authorization. When this claim process is completed I'll have more to say about my negative CarShield experience. Also, and to avoid being ripped off, make sure you shop around before purchasing extended car warranties. I trusted the CarShield TV commercials too much and I'm starting to feel like a sucker.

  

  Business Response

  Date: 08/22/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per their notes, your claim was authorized repairs Friday, August 19, 2022. *** has states they have contacted you to please send them your rental invoices to make a determination on the rental coverage.

  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: 09/08/2022

  CarShield contacted me with a settlement offer covering the total repair and the associated car rental costs.  I accepted that offer and look forward to being compensated.  Thanks for your help.

• Initial Complaint

  Date:08/17/2022

  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 a warranty that is for my major repairs . My car needs an engine . The warranty claims to have denied it due to carbon build up but admits . I explained that I was advised and it says my responsibility was to keep up with oils changes and maintenance which I have done . The representative stated that every 100 kilometers I should rev my engine but that it is no where in my contract . They advised me to put a complaint in with better business bureau

  

  Business Response

  Date: 08/22/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your 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. *** will be reaching out to you and your repair facility to obtain needed records.

  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:08/17/2022

  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.

  Placed car in shot on7/29 . The company is dragging there feet on repairing my vehicle. I have been in a rental since 7/29 and I can no longer afford this. They also said that I have the policy that covers the rental and today claiming that it doesn’t cover until they approve me and the date it is now approved will be the coverage. No straight answers with this company and no one can properly answer my question. A different response every call

  

  Business Response

  Date: 08/18/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your 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 *** your claim has been authorized for repair facility's  transmission. *** gave your repair facility instructions for sending in for payment, *** also notes they have spoken to you of what is not listed for coverage and instructed them to send your rental invoices to *** for review for reimbursement.

  If you have any additional questions or concerns, please contact *** directly at ************. 

  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