Complaints
Customer Complaints Summary
- 2,864 total complaints in the last 3 years.
- 791 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/12/2022
Type: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 A CARSHIELD 'PLATINUM COVERAGE' POLICY FOR A YEAR NOW FOR MY CAR. I BROUGHT IT INTO THE MECHANIC FOR A SUSPECTED AXLE ISSUE. MY FRONT AXLE NEEDS TO BE REPLACED AS WELL AS STRUTS. THE MECHANIC'S ESTIMATE IS $2300. CARSHIELD SAID THEY WOULD PAY $90 FOR PARTS AND LABOR. AN ABSOLUTE JOKE. THIS PLACE IS A SCAM AND NEEDS TO BE SHUT DOWN. THEIR 'CONTRACT' IS SO VAGUE IT'S LAUGHABLE.
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. *** has reviewed your complaint and sees the issue is the claim was authorized using *** parts price as a credit towards the repair facility part. There are multiple axle options on this vehicle and the ones shown on on *** parts sourcing website do not line up with the parts numbers from the repair facility/Alldata.
There are 2 other repairs called out that are not listed for coverage under you vehicle service contract terms. One is for the struts and the other is for TPMS sensors. Neither are listed for coverage and denial on those are correct.
*** will be contacting your repair facility andget your claim authorized for the OEM part number at MSRP. Please contact *** at ************ with any additional questions regarding your claim.
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:08/12/2022
Type: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 to tow my vehicle to 2 different shops before finding a place that could help me with the claim I filed with Carshield. I had to pay a lot of money out of pocket for the diagnostics testing Carshield was requiring, but once they learned I needed an engine replacement they denied my claim. In the end this company cost me more money in repairs, and failed to pay for repairs that was promised during the purchase of this policy.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 and based on the claim facts present in the documents and inspection report the actual breakdown date on this claim is April 23rd, 2021, not July 30th 2021. You also did not have the vehicle towed to the **** dealership but instead drove the vehicle in with the chief complaint that it would not accelerate over 40 mph. There were several DTC's stored and FFD that were cleared at that time. The dealership upon the vehicle’s arrival had to add 5 quarts of oil to it before they could continue diagnosis. This engine is a 6-quart engine. Then the vehicle sat for several months before a new claim was started.
Once RDI was finally performed it is clear that a bearing failed, however that bearing failure was most likely due to lack of lubrication and continued operation of a defective engine. Your contract will have no liability for this failure.
As a courtesy, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature. Please make sure to include your name and contract number in the subject line for faster processing.
Customer Relations
CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield. A copy of the lawsuit is available at http://www.BBBBias.com
Initial Complaint
Date:08/12/2022
Type: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 canceled my car warranty on 8/3 told them i no longer want the warranty 3 days later car shield called again asking for monthy payment they where told many times we canceled our service on the 3rd lady had gotten mad and hung up car shield called 8th asking again for the payment and again I told them we canceled your service on 3rd and the 6th and the 8th and they still called again getting mad because we wont pay the warranty when we canceled it multiple times and now there making me look bad on paymentsBusiness Response
Date: 08/15/2022
Thank you for bringing this to our attention.
Your contact has been cancelled as requested and you will receive no further phone calls.
Customer Relations
Customer Answer
Date: 08/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:08/12/2022
Type: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 and needed a rental car and they are only 4 days and it may be in the shop longer than that. I need them pay for my rental and get my car fixed as soon as possible. No one told me that they would only pay for a rental for 4 days. I need it longer than that.Initial Complaint
Date:08/11/2022
Type: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 CarShield warranty that is in good standing. I brought my truck in to my repair shop on 07/18/22 because my engine light came on. My warranty states that I have rent a car coverage if the vehicle was at the repair shop for more than 4hrs. I was told by the repair shop on 7/19/22 that my vehicle needs a new engine. It is now 08/11/22 & I haven't been approved for a rent a car. I was told today by the repair shop that CarShield is refusing to cover the repair. They are only willing to cover what caused the problem but not the actual problem. Which makes no sense at all. Basically they want to cover a $100 part but not the damage it caused when it broke. The repair shop explained to CarShield that my vehicle was in the shop a week prior for an oil change & there wasn't any indication of an problem. CarShield is still refusing to cover my repair.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. ******** **** ****** has informed they will be reaching out to you and your repair facility to move your claim forward. Please contact them with any additional questions 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:08/11/2022
Type: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 start our policy around 9/2021 and never missed a payment. Was told that they are better than ********* warranty and will take better care of us. Car Shield states that they cover service engine light, but in fact they will not cover it if it is a sensor for the first issue, got it fixed myself. Second time was recent 7/17/22 where we was denied the claim on today 8/11/22 by car shields policy # **********. The car did not want to go and was jerking hard. It was the transmission, so I had the vehicle tow to dealership. Dealership sent out the estimate while I was there and talk to car shield on speak phone so I could here it. They stated that an adjusted would be out in 24 to 48 hrs. Adjusted never did show up and no movement on claim for about 3 weeks. I called Car Shield and they stated they never receive estimate and dealership never contacted. I called them out on this, because I was standing right there when **** from the ****** contacted you guy and I heard it for myself. Long story short we was denied, because powertrain adjuster harp on the code for the stepper motor because it is a electronic part. But that was not what cause the transmission to fail and several code pop up which was the cause. Powertrain adjuster want dealership to break the transmission down to rule out the stepper motor and it will be covered. Dealership will not break down the transmission and test just for the stepper motor. So the powertrain adjuster ***** denied the claim. I would like to get my mom money back for all 11 months and never ever deal with steal your money Car Shield ever again. Car shield will use technicalities to deny your claim, please do not use them at all. Also watch out because if it is denied they will not cover the diagnostic fee.Business Response
Date: 08/15/2022
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 they will be reaching out to you regarding this matter. Please contact them at ************ with any additional questions or concerns.
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:08/11/2022
Type: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 **** ********* ******* at the end of February and decided to use car shield to cover any possible future issues. The car was in good condition and my family and I were thrilled to have a good vehicle along with a policy through car shield to protect us should any issues arise. At the end of June I was in *************** Va and the car started jumping a little and I pulled off on the side of the road and turned off the car. I immediately called my husband and then car shield to get it towed. This service was great at no cost to me my car was towed to a local shop by the name of the **** ******. Since this has happened I have made multiple phone calls and waited while the adjuster by the name of **** continued to drag his feet on getting things done. It's now mid August and I called and finally was told that the car was approved, however only 1,000 dollars was covered minus my co-pay of 100.00 so 900.00 out of a 3,000 dollar bill. The adjuster stated that it was PROVEN that I ran the car to complete destruction. This confused the CarShield staff as much as myself due to the fact that the timing belt needed to be replaced however the engine WAS NOT totaled. So that is PROVE that I did not continue to drive the car. The car dealership was told they needed further diagnosis so they had to take apart the head gasket and then they refused to cover it. CarShield staff asked the adjuster to explain himself at least to them so they could better explain to me and they also reached out to him several times to try to get him to contact me. I'm extremely upset and feel taken advantage of. I want my bill covered as stated in MY contract!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. *** has reviewed your partially denied claim. The claim is covered for the initial cause of failure of timing chain failure. The reason the cylinder head was removed was because your repair facility told *** the valves were bent from the timing failure. This needed to be verified. This also could have been verified with a compression/leak down test versus removing the cylinder head. Your re[air facility was unable to demonstrate any failures to the valves once they removed the cylinder head. Since there was no failure shown this was not covered.
*** also notes your repair facility overcharged quite a bit on the cylinder head removal that did not need to even happen. They charged 8.8 hours for the cylinder head removal and 6.1 hours for the timing repair. Alldata calls for 9.8 hours on the cylinder head removal and 7.0 for the timing chains. While on paper this does not look like overcharging the timing chains are a significant amount of the work for removing the cylinder head. They should of just charged 2.8 hours on top of the timing coverage for the cylinder head removal due to overlapping labor. They also charged labor time for removing the valve cover which was once again part of both repair procedures for the timing repair and cylinder head repair. That was an additional 2 hours that was overcharged. To sum it up, ***A believes your repair facility has overcharged by about 8 hours on this repair. At their labor rate this is $760.There is also a charge for spark plugs and an oil change on this invoice which is additional things the contract would not cover either way. Since the authorization is more than you have paid in premiums there is not resolution to be offered but *** suggests you contact your repair facility and go over the labor times charges invoice because they show you were drastically overcharged.
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: 08/19/2022
Complaint: ********
I am rejecting this response because:I have spoken with the repair facility and they have proof of everything that you guys told them to do and they stated that there is alot of work that goes into tearing a motor down.
Also being that the reason your not paying my full claim was due to total destruction which was not the case. Then ky claim should be covered correct?
I never asked for a refund. I wanted my insurance company to do the job I payed them to do which was cover the cost of my repairs other than 100 dollar deductible that was my responsibility. What's the point of having insurance in this case? I can just put money in my savings and pay for repairs as they come.
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
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:08/11/2022
Type: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 took out a policy with them on my vehicle. The mileage on it was under the amount they required. They would not cover the repair that I made a claim on. I called and spoke to someone and they still told me to take it to see about it being repaired. The car sat at the shop for two weeks. I went ahead and paid for the repair out of my pocket.Business Response
Date: 08/15/2022
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 *** notes, your contract was cancelled on 10/9/2020 per admin. There was a claim called in on 8/19/2020 for a window motor and an evap solenoid. The solenoid is not listed for coverage under you vehicle service contract terms and the window motor was listed for coverage. The issue is based on the reported mileage at the time the claim was called in you were only 6* miles into coverage and still in the waiting period. Since the waiting period was not met the claim was correctly denied.
CarShield will refund your last payment as a courtesy. You will receive the refund back to the card on file in 3-5 business days.
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: 08/23/2022
Complaint: ********
I am rejecting this response because: This company is not being truthful in their response. I want this company to reimburse me for the repairs I had to pay out of pocket for. These show as covered items in their policy.
Sincerely,
****** **********Business Response
Date: 08/23/2022
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 [email protected], by mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract.
Customer Relations
Customer Answer
Date: 08/29/2022
I am requesting $314.84 and $463.33 and extra money for being with my automobile for 2 1/2 weeks $400.00.
Initial Complaint
Date:08/11/2022
Type: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.
Contacted Car Shield via Carshield.com to cancel my contract. The website says to contact customer ********************** at ************ to cancel. That number has a recording that says "thank you for calling, goodbye" and then hangs up. I called several time throughout the day, but keep getting the same thing. I entered their "contact us" to leave a message and told them the situation, they messaged back "you should dial 1 in front of the number." It still does the same thing. I messaged again asking if there was any other number or course that I should take to cancel. They said "you must call customer ********************** and speak to a licensed representative to assist you" at the same 1 800 number. They are playing games and I don't have the time or money for that. Just want this contract cancelled!Business Response
Date: 08/12/2022
Your contract has been cancelled as requested. 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: 08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/11/2022
Type: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 have been trying to get my car fixed. They have had my car since last month, July 26th.. They continue to tell me that they are waiting on an adjuster. I call them constantly and they continue to give me the runaround.Business Response
Date: 08/15/2022
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. Per AAS' noes your claim stalled out over records and getting diagnostic and estimate from your repair facility. The main issue with the records is the high mileage per day. AAS pulled a Carfax and the start mileage is about 10K too low per the report. This will clear up the miles per day.
AAS will contact your repair facility to get the get the missing records, get the claim resolved and get the mileage updated for the contract. If you have any additional questions regarding your claim you will need to contact AAS directly at ************.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: 17704078
I am rejecting this response because:They are giving me the runaround. I just want the car fixed. I need my car for work.
Sincerely,
***********************Business Response
Date: 08/18/2022
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 ** ******* Resolutions, of your contract.
CarShield can not authorize any repair on your vehicle.
Customer Relations
Customer Answer
Date: 08/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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