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:08/17/2022

  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.

  This is the worst warranty company!! My ***** **** starter went out and I calls car shield and they tell ***** that they will not pay for a ***** starter and they will only pay for part of the labor even after my deductible... ***** says everytime they deal with Thier company, it's a problem... He told them I need the ***** starter every aftermarket starter they have installed, comes right back. And to not want to pay for the labor!!... I'm surprised this company doesn't have a class action lawsuit but now. I purchased my own starter and paid for my labor. I want my payments back, that I have paid so far.... I'm done!!!

  

  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. Your claim for a starter  motor failure was called in by your repair facility on 6/8/22. you repair facility submitted an estimate to *** for OEM parts at $462.67 and a figure of 2 hrs labor/diagnosis time. At $159/hr the claim adjuster verified  a MCE part option through a vendor at $119.24 and verified 1 hr RR time for starter per IDFX Motor labor guide. The adjuster also authorized .3 of an hour for starter draw test. Your repair facility agreed to accept shipped in parts and MCE part was shipped to them with a $11.25 handling fee accepted and authorized to your repair facility. 

  Per VSC terms and conditions your claim was adjudicated correctly You were also advised on calls to *** of contract terms and conditions on 6/8/2022 and 6/28/2022 in regards to MCE parts and labor verifications F section 6 and 8.In additional you were told you could use OEM parts that were recommended by repair facility but would be responsible for the  out of pockets costs for unverified labor and cost differences for OEM parts. At that time you then stated she would check with another re[air facility to gauge pricing and possibly move vehicle to another facility. No other claims were called to ***.

   You can choose to use the amount *** authorized as a credit towards the repair facility parts or you forego the authorization and  cancel you contract and receive a refund of your last 6 payments uopin exeuction of 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:08/16/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Car Shield protection for both my 2017 *************** and my daughter's 2009 **** Edge. I am paying $ 99/month for each. Last week on 8/8/22 my daughter said her car was making a weird sound in the front and I told her to take it into our service guy. He looked at car and wrote up an estimate. So, I called Car Shield/******************** to open a claim. They would not allow me to open a claim; they said only the repair station can. I thought that was strange since I was paying for it. Therefore, I drove back down to the repair shop and asked the owner, ****, to call them with me there. CarShield kept him on the phone for 50 minutes only to tell us that less than half of the repair of $ **** dollars would be covered. Then they said they would have to send out an appraiser to review the damage. The car was dropped off on Thursday morning and the appraiser didn't show up at the car until the following Tuesday morning and his findings would then have to approved by their internal adjuster *****. Because the claim has still not been approved; after 4 business days; we can't get a rental car unless we want to pay for this ourselves. My repair shop would have had the car fixed last Friday. The ******************* is a farce and they will do whatever they can not to pay a claim; do not fall for this service.

  

  Business Response

  Date: 08/18/2022

  Thank you for bringing this to our attention. 

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

  Please allow 7 business days to draft the Agreement and we will email it to your for your electronic signature. 

  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:08/16/2022

  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 had an extended auto warranty with this company for 3 years. I had to have my car towed to the shop for a mechanical issue, but the shop did not except Carshield insurance. I called Carshield about their commercial stating I could take my car to any repair shop, which I could not find a shop near me that would except their insurance. Turns out there is only 1 shop that is in my area that takes Carshield. I was very misled all these years about the coverage I was promised.

  

  Business Response

  Date: 08/16/2022

  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 *** there are 16 repair facilities in the preferred repair facility network within 20 miles of your zip code. *** is willing to work with any licensed repair facility that is willing to work with them but are unable to force a repair facility to work with the coverage of the contract. This is an issue with your chosen repair facility, not the contract.  You will need to locate a repair facility to take the vehicle to and have them call ***  with an estimate for repairs so that it can be reviewed for coverage prior to repairs being completed.

  
  If you do not want to follow the claims procedure, Carshield will refund your last 6 payments as a courtesy upon execution of a Settlement and Release Agreement  then we could offer a 6 month refund on the contract with a SAR. Please email ******************* if you with to proceed with the cancellation and refund and we will draft the Agreement and email it to you for your electronic signature. Pleas 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:08/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We (my husband and I) purchased Carshield warranties in 2020 and 2021 on two separate vehicles. We were told by the Carshield representative that our certified ********* dealership (where we purchased our vehicles and with whom we have done business for many years) would honor these warranties by the dealerships. Even the commercials on television, which we just saw yesterday, say that you can take your vehicle to a dealership. We have been fortunate not to have needed any repairs yet, but we travel out of town a lot on vacation road trips and will be in a dire situation if we are unable to take our vehicles to a certified ********* dealership while traveling in the event of a breakdown. My husband called Carshield several times today (8/15/2022) and they told him to car the dealership. He did, and was told again by both our normal dealership, and another local dealership, that they do not deal with Carshield. Since we were obviously lied to, and since we have not had to use our warranties for any repairs, yet; we believe that we should be given a full reimbursement for our purchase price. My husband's (***** ********) warranty was paid in full at time of purchase in 2020 in the amount of $1693.00. My (***** ********) warranty was purchased on an installment plan for the same amount in 2021 and to date I have paid $792.90. As of 8/16/2022 we are notifying Carshield of our intention to cancel our warranties and to request FULL reimbursement of our payment to date because they are not able to uphold the guarantee of service providers that we were told we would have.

  

  Business Response

  Date: 08/16/2022

  Thank you for bringing this to our attention. 

  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. 

  If you chose not to try to find a facility in your area that accepts CarShield coverage, CarShield will refund your last 5 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: 08/17/2022

  Complaint: ********
  
  I am rejecting this response because:  Carshield is trying to say that our service providers do not want to do business with us.  We have no problem with them doing business with us, and they are willing to work with other warranty providers; it is Carshield that they are not willing to do business with.  We, my husband and I believe that our warranty contract was not valid from the date it was issued because Carshield staff and advertising commercials made statements that were simply not true.
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/15/2022

  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 needed my engine replaced. The repair shop the cam broke and a bolt broke into the motor. Carshield didn't have the adjuster or speak to the repair shop. They decided from the pictures to deny the claim. The repair shop said there could be another reason for the bolt to break up. The repair shop asked Carshield if they would honor the contract then and they said no. We feel like they were going to deny the claim regardless. We cancelled their contract Friday, but the claim was filed before that.

  

  Business Response

  Date: 08/16/2022

  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 denied for the cause of failure being a broken camshaft phaser bolt which caused total timing and engine failure. Per the contract both bolts/hardware is not covered or a coverable component. Your repair facility provided photos showing that the bolt that holds on the driver side cam gear snapped and allowed the gear to come loose. There is a decent amount of rust on various components within the top end. The camshaft gear is also totally covered in rust indicating that the vehicle was not running for longer than it was sitting.  Your repair facility did ask *** if they open another claim and say the head gasket has failed will we consider coverage, and they were advised we would not be able to do so.

  
  There mechanical evidence showing the vehicle sat for an extended period prior to claim call in. This contract has no coverage for failure caused by hardware, hardware is only covered in conjunction with the replacement of a covered component. This claim must remain denied.
  

  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

• Initial Complaint

  Date:08/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 25, 2021, I entered a contract #********** with CarShield Vehicle Protection Plan. CarShield wanted pictures of the truck and odometer. These pictures, of the truck and odometer, were taken and sent to CarShield. After talking to a representative, I decided to go with the Silver Coverage that has unlimited mileage and covers the engine, transmission, transfer unit, drive axle, water pump, turbo charger, seals, and gaskets. Every month, $76.64 was withdrawn from my account and no payment was ever missed. On June 16, 2022, my vehicle broke down. I got it towed back to a certified diesel mechanic and contacted CarShield to get my claim started. For the next several weeks, my mechanic and I continuously tried to contact CarShield about the repairs. CarShield finally got back with me and wanted my mechanic to take the head off of the engine. The mechanic took the head off and found a hole in the piston of the engine. After the tear down of the engine, a CarShield representative came to the mechanic shop and took photos of the engine and the truck. After more time, I finally was able to get ahold of CarShield. They first told me that they were not going to cover the engine because I exceeded the mileage. I verified with them that my contract has unlimited mileage. Then after that, they said that they were not going to cover it because my truck is a flatbed truck and my contract does not cover flatbed trucks. I looked over my contract and found no rule that they do not cover flatbed trucks. Then sometime after that, they said that because my phone number comes back to my business that my truck would not be covered. I explained to them that this truck is not used in my business. The CarShield contract only states that the vehicle cannot be used as a commercial vehicle. It does not state that owning a business exempts me from getting a contract through CarShield for my personal vehicles. I feel that CarShield is trying every tactic to not fix my vehicle.

  

  Business Response

  Date: 08/17/2022

  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. *** has carefully reviewed your claim. The bed modification on your truck does consider it to be modified and will void coverage. It was built without a bed installed and had a builder finalize the bed installation after delivery for light commercial purposes. These modifications are in violation of the contract.

  We see that you have already been refunded full on your contract. Carshield can offer no further resolution on this matter. 

  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: 08/24/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Carshield states that the bed modification on your truck does consider it to be modified and will void coverage. It was built without a bed installed and had a builder finalize the bed installation after delivery for light commercial purposes. These modifications are in violation of the contract. However, their claim is non-valid for the following reasons: 

  
  Nowhere, in Carshield’s contract, does it state that a flatbed makes my vehicle light commercial. 

  
  They also list modifications not covered in the contract and a flatbed is not listed as one of these modifications.

  
  The flatbed of my truck does not affect the engine performance. 

  
  Carshield has no documental backing up that my truck was modified. 

  
  When I entered into my contract, I had to send pictures to Carshield of my truck and odometer. The pictures clearly showed that the truck was a flatbed. Carshield received the photos and the contract was finalized.  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/24/2022

   

  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 mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. 

  You have already been refunded in full on your contract. CarShield can offer no other resolution on this matter and we consider the matter closed. 

  Customer Relations

   

• Initial Complaint

  Date:08/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a full auto warranty with this company, it's actually the 2nd policy I have purchased from them for the same vehicle. I was told they would cover all needed repairs , but when they learned my car needed an expensive engine replacement, they denied the claim. I have faithfully paid them a lot of money and now they are holding me responsible for the entire bill on fixing my vehicle, which means they have cost me additional money, instead of saving me anything.

  

  Business Response

  Date: 08/17/2022

  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 regarding this matter to see if the repairs have already been completed to request a final invoice for review, or if not inform them that *** will need RDI to verify the actual cause of failure.

  If you have wish to contact ******** **** ****** they can be contacted 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

• Initial Complaint

  Date:08/15/2022

  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 $117.99/month to CarShield for approximately 18 months as an extended warranty coverage on my 2011 328i xDrive. On July 5, 2022 my mechanic filed a claim because the ***** unit on my car needed to be replaced. Originally CarShield advised the mechanic that an adjuster would need to be sent out to verify the repair, and then mysteriously a few days later the claim was denied and an adjuster was never sent to look at the vehicle. The reason I was given for my claim to be denied is because the failure of a bolt was part of the problem with the malfunctioning ***** unit and that bolts are not covered as per my contract. After multiple phone calls I am a bit confused on its positions. Per the contract the Coverage I purchased extends to any part or component of the VEHICLE that is not specifically excluded from COVERAGE under this CONTRACT as set forth in Section B, THESE PARTS ARE COVERED.Pursuant to the referenced Section B [a]ll internally lubricated parts within the Engine are covered. Given CarShields extensive experience dealing with engine-based claims I would hope we are all on the same page that my Variable Valve Timing Unit is (1) an internally lubricated part, and (2) located within the engine. Since the ***** is not excluded it constitutes as COVERED PART. And, because it is not specifically excluded under Section D, the necessary repair costs should be covered by my contract.The only resolution option I was given was to file arbitration and attend in person in **************, ** which is an unreasonable solution to this and I presume this is how they regularly get out of paying claims. They can deny the claim for any reason, no matter what the contract says, and the only recourse a consumer has is to travel to ******** for arbitration.

  

  Business Response

  Date: 08/16/2022

  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, the failure reported by your repair facility is that a bolt broke inside the engine and this caused a failure to the vanos/timing system. The initial cause of failure is a broken bolt. The bolts on this contract are not listed for coverage under your vehicle service contract terms.  This is a non covered part damaging a covered part and that is excluded from the contract. The bolts are internal to the engine but they are not internally lubricated. They do not require lubrication to work. Therefore they are not internally lubricated like you suggest in your complaint and the denial on this claim is correct per the terms of the contract.

  We see there was a previous claim paid recently for a radiator. CarShield will refund your last 4 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: 08/18/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  
  As stated in your response, the bolt in question is, in fact, internal to the engine and should therefore be covered because my contract only excludes EXTERNAL bolts, as per section D. 2. o and section 4. 8 of the contract.  Both sections very clearly state that only external bolts are not covered.

   

  As an effort of good faith and to put this matter behind both of us, I will agree to sign a Settlement and Release agreement with a refund of the last 8 months of my payments and cancellation of coverage.

   

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

  

  Business Response

  Date: 08/18/2022

   

  In an effort to resolve this matter, CarShield will refund your last 8 payments.  Please allow 7 business days to draft the Settlement and Release Agreement and we will email it to you for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 08/18/2022

  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: 08/30/2022

  I have a complaint that was filed with you all (complaint ********) against CarShield. A resolution was reached but CarShield has yet to email with me with the promised settlement agreement and refund within in their given timeframe of 7 business days. I have emailed CarShield as well but haven’t heard anything back from them. Please advise as to my next course of action. Thank you.

  

  Business Response

  Date: 08/30/2022

   

  Your Settlement Agreement is still being drafted. We apologize for the delay and will email it as soon as it's ready. 

  Customer Relations

• Initial Complaint

  Date:08/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield supposedly provides coverage to take care of your vehicle 100% with personalized coverage and monthly payment plans. It seemed too good to be true. A 100.00 deductible per repair for my **** ***** ****** since I’m on a fixed income sounded wonderful should I encounter any issues. Fast forward to my car needing repair, I called carshield. That told me where to take my car and that they would determine what was wrong with it, no worries. I was assured over and over again that don’t worry, your covered **** *******, since it was taking longer than I thought to assess the problem. Meanwhile, I don’t have a car and have been relying on my daughter to take me to where I need to go. Well, it is months later and I still don’t have my car back, it it’s sitting at the mechanics still broken due to car shield saying the car was driven with the head gasket being blown, which then caused the engine to blow. I have had all preventative maintenance done on the car, have always taken care of my car, etc… and they want to tell me it was driven after it was broken causing the engine to blow? That I caused the very thing that incapacitated my car? Why would I do that since I have a plan that is supposed to cover 100% of repairs? They were contacted as soon as it happened. I have even had an independent mechanic review their claims and there is no way to determine that the car was driven broken. Carshield doesn’t stand behind its product and promises. Sure, my car has had some work done in the past, who’s hasn’t. They just don’t want to pay for the service they promise. I am going to have to seek legal advice and action to get my car taken care of. They should stand behind their product, especially since they have assured me 100% of the way. My account number with them is **********. Please help an elderly woman get back in her car please and get this resolved ASAP. Thanks.

  

  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. *** has informed us your claim has been authorized for the replacement of the head gasket to be issued as cause of failure credit. *** reached out to your repair facility to inform them of the authorization but were only able to leave a message.

  If you have any additional questions, 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

  Customer Answer

  Date: 08/22/2022

  Complaint: ********
  
  I am rejecting this response because: car shield knows that the head gasket isn’t the only problem with the vehicle.  The engine is also bad.  Car shield knows this is wrong and it needs to be replaced.  Car shield said the car was driven when the head gasket was already broken which is a lie bc when it it stopped working, it just stopped, it couldn’t drive any further.  If the head gasket alone would fix it, we wouldn’t be having this conversation.  The mechanic said it needs much more to get it up and running and this is what I expect from car shield, to fix it.  You should only portray yourselves as well as you do on television.  This is why we pay for it, to have the peace of mind to know that car shield has your back like they say on tv.  They even told me not to worry, everything will be taken care of.  It’s a bunch of crap.
  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 08/22/2022

   

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

  Customer Relations

• Initial Complaint

  Date:08/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had car shield for 6 moths that was kept current. I had recent break downs where I filed a claim for the expenses to be covered. I had one adjuster tell me that I had excessive miles (well below there limit for coverage), another was completely rude and they told me to file a law suit “many have tried and lost). I called to cancel my policy I was transferred to customer support and was told they had no record of any claims denied on my policy and no conversation’s with me and was told to email my receipts to them with my maintenance Records which I did. It’s been 2 weeks now and haven’t heard a peep. meanwhile I get calls every day with a pushy rep wanting me to pay and bring my policy to date which I explained many times that I wouldn’t send a dime untile my claim was made whole.

  Customer Answer

  Date: 08/15/2022

  Want reimbursement for the repairs I paid for or refund my premiums paid for on time until I canceled my policy. 

  

  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. There was some confusion regarding the high daily mileage, it looks like the adjuster did not notate this potential issue, or that they had spoken with the repair facility regarding it. 

  *** needs the final invoice before any reimbursement can be reviewed. Please send the signed final invoice to *********************************

  
  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

  

  Business Response

  Date: 08/22/2022

   

  ******** **** ****** needs a copy of the signed, paid invoice so they can review and contact *** ********* with any potential reimbursement amount.

  Hope that help clear up the confusion!