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:08/03/2022

  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.

  The End of May I took my car to ******** in ***** ****** **** to get needed repairs done. ******* diagnose the issue and contacted CarShield to file a claim. Carshield contained to collect 120.44 a month while not returning phone calls nor answering email regarding the claim filed. When Carshield did answer calls we got a different story as to what the warranty did and did not cover. In addition the warranty was suppose top cover a rental car. It really doesn't. They stalled, lied and deceived us for over replacing a failing turbo in my car. They tried saying that there was engine slug and that voided the warranty. But, we changed the oil in accordance to ******* guide line. They wasted my time, ******* time and totaled lied about the service.

  

  Business Response

  Date: 08/08/2022

  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. 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. Your repair facility sent in pictures of the engine with the valve covers removed and there is clear sludge build up that would of contributed to the engine failure.  Sludge proves lack of maintenance and it is very clearly in the engine so the denial will stand.

  As a resolution, 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

  Customer Answer

  Date: 08/31/2022

  We have reached an agreement with CarShield on complaint #********, therefore can you please withdraw the complaint ASAP.

   

  Thanks You.

   

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

  
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  Please refer to attached document for further explanation of issue. This space does not provide enough space to go into detail about the current issue.

  I have CarShield. When my truck started experiencing trouble--I could not put it in reverse and drive it--I took it to the dealership.  The dealership contacted Car Shield to advise them of the issue that they have found, and the service department was told that a Car Shield adjuster would be out to look at the damage and get back to the dealership.  After the adjuster came out to the dealership to examine the damage that happened to the transmission he or she went back to the office and filed a report to deny the claim and said this was an existing issue.  

  Well, I don’t know how this can be existing issue number one there was never a crack found in my transmission.   I never brought this vehicle in for and issues with the transmission I just brought my vehicle in to the service department for general maintenance and for the recall for the software that needed to be updated on my shifter. 

  I am on a fixed income and on ********** and the vehicle is paid off I can not afford to pay $5,000 dollars to get this transmission fixed.  So how am I supposed to go to my doctors appts to the store or take my wife to the doctors appts or take our son to school or doctors and other school actives.  I cannot afford to pay this large amount to get to the transmission replaced that is why I have been paying for Car Shield which I though was supposed cover things like things.

  

  Business Response

  Date: 08/08/2022

  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 transmission failure that was denied for preexisting conditions.  You even sent in the evidence to show with the BBB complaint. You purchased your contract on 6/18/2022 at mileage of 103,159.  You were at same repair facility on 5/23/2022 at mileage of 120,537 and had a diagnosis for vehicle chugging along and does not want to move forward.  Your repair facility noted that they added leak tracing dye to the transmission and asked you to drive the vehicle and bring it back for further diagnostics. This shows the vehicle was having issues prior to the sale of the contract. This is a correct denial.

  Since you clearly bought the contract to fix an issue they were already having with the vehicle there is nothing the contract can cover towards these repairs. CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. Please email **************.com 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: 08/11/2022

  Complaint: ********
  
  I am rejecting this response because: When I brought my car in may it was for a general maintenance and was not due to any of the major problems that were shown on inspection.also the reason for he car chugging along was due to bad gas not because of the transmission. They put the dye in due to finding that there was a recall on certain things that may erupt in the future. That was only done as as a precautionary measures. When I sent my original complaint I also attached the prior work order that shows prior to the purchase of my contract with car shield that their was no true problems. 
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/03/2022

  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 bought Car Sheild for my **** ***** **** ** *****, in October of 2020, I purchased this policy with the understanding that if anything needed repaired that I would not have to worry about coming up with the money to cover a repair,I was told to put 500 miles on my truck before I could file a claim, in May 2022, my rear differential went out on my truck,I called Car Sheild immediately,Car Sheild told me to take my truck to my mechanic and have him call them, the mechanic called Car Sheild while I was there, Car Sheild said that my truck was covered. Three weeks later the mechanic called and said that the truck was fixed but Car Sheild refused to pay the mechanic,saying that we did not follow procedure, and that they had no records of us or the mechanic calling them, I called several times and was always speaking to someone different, I canceled my policy with Car Sheild in June 2022, but they are still taking money out of my account, in total I paid Car Sheild $2309.79 and to the mechanic $3333.46 for a grand total of $5643.25, I would like for Car Sheild to either pay the mechanic bill, or refund me the $2309.79 that I paid to them.

  

  Business Response

  Date: 08/08/2022

  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, your repair facility called *** for the first time on 6/1/22 but repairs were completed prior to this. Your contract clearly states at the bottom of each page "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. CALL ************ or ************" We have attached a copy of your contract for your review and convenience. 

  Our customers are as bound by the terms of the vehicle service contract as we are and it was you who violated the terms and conditions of the contract, not CarShield. However, in an effort to resolve this matter, CarShield will refund your last 8 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:08/03/2022

  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 Platinum coverage from Cat shield. I was promised that if I had any mechanical issues (listed on the contract)it would be covered each time I address one issue they add another to avoid paying out the repairs. This company is a scam and basically reels you in with lies and false promises and NO genuine plans on paying any repairs

  

  Business Response

  Date: 08/08/2022

  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 delay on this claim is for maintenance records. There is a record from 4/7/2022 which is needed for verification of persisting failure since this is a longer term failure. Looking at the extent of damage there is also clear continued operation.

  The one other thing *** noticed is that the reported breakdown date is 6/23/2022 on day 41 of the contract at 320 miles elapsed. The breakdown mileage has to be adjusted from the original reported mileage to match the odometer reading from the inspection report. There is a tow bill that shows the vehicle was towed to the ** on 6/22/2022. This puts the breakdown on day 40 of coverage. Since it has not completed the 40th day of coverage they are still in the 20 days and 500 miles waiting period. There is no coverage for this failure since the vehicle has not completed the waiting period and the claim will be denied. If you have any further disputes or questions regarding your repair claim decision, please contact *** directly at ************, or see Section M, Dispute Resolutions, of your contract.

  As a resolution, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (**********) in the subject line for faster processing.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

  Customer Answer

  Date: 08/12/2022

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

  This is the bait and switch false advertising and lies that I am  referencing. I was advised that all I had to have was 250 miles and 40 days for the coverage to take into affect the sales person evern boke it down into ho many miles per day I needed to drive 6.25 miles for 40 days to cover minimum 250 miles  because I had advised that I would not be really driving this car as it was not the main vehicle and we worked from home. Ever contact with Car Shield has been an attempt to discourage me from filing a claim or looking for things to disqualify filing a claim or to disqualify. 
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair 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 parked in a grocery parking lot with the motor off.  When I started to leave i found that my power steering was gone.  I called for a tow and was taken to a facility that was approved by Carshield.  Yet even though they regularly adverise as being covered by Carshield were not covered.  According to Carshield, so I had to pay $488.08 for the repair, the device called a tensioner or levevler is plainly identified as that part responsible for the function of the cars power steering, air compressor and water pump.  I am including a copy of the bill. 

  

  Business Response

  Date: 08/04/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, American Auto Shield (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. There were 3 pre-claims called in on this contract. The first pre-claim was for a flat tire, the second pre-claim was called in for ball joint and tie rod end. There is no steering and suspension coverage on this contract. The recent claim was called in for a serpentine belt tensioner. Unfortunately this too is not listed for coverage under your vehicle service contract terms.   A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  You may choose to keep you vehicle service contract for future covered repairs or you may choose to cancel your contract.  If you wish to cancel your contract, CarShield will refund your last 12 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-St. ***** has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi my name is ****** **** .. I own a **** ******* ****! I bought in May of 2022... I went to Missouri for work and I heard a noise coming from my engine and the check engine light popped on!! I took it to the dealership in Missouri to see if they could figure out the problem!! I have car shield for extend warranty purposes. Car shield gave the approval for the truck to be torn down to inspect it to see if it was because of lack of maintenance!! The dealership informed car shield and myself it was not due to lack of maintenance and they refuse to pay for the repairs!! The tech at the dealership has even I formed car shield there wad regular maintenance done to the vehicle before I purchased it!! But car shield still refuses to pay and I need my truck back!! I was involved in a house fire while in Missouri for work and lost everything!! I'm not at all happy that I have paid for exerted coverage and they refuse to pay what they promised from the jump!! Is there anyway I can get help from u to resolve this issue before I lose my truck as well!! My number is ********** is u have any questions!! Thank u ******

  

  Business Response

  Date: 08/09/2022

  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. *** reviewed your claim and the initial inspection report sent in shows the oil was well below the add line on the dipstick.  There is slight build up of varnish in the engine that shows a history of poor service. The oil not being at a proper level is the main issue for denial on this one. If the oil is low then it can cause issues with the timing chain tensioners and this will contribute to timing chain failure. This is a correct denial based on the information presented by the inspector.

  You may choose to keep your vehicle service contract for future covered repairs or you may choose to cancel your contract. If you choose to cancel your contract, CarShield will refund your last 2 payments upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (**********) in the subject line for faster processing.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com

   

  Customer Answer

  Date: 08/09/2022

  Complaint: ********
  
  I am rejecting this response because: I want all 3 payments I have made refunded.  My card has been shut down, they will need to mail me a check.
  
  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 08/10/2022

   

  CarShield will draft your Settlement and Release Agreement refunding 3 payments and email it to you for your electronic signature within 7 business days.

  Customer Relations

   

  Customer Answer

  Date: 08/18/2022

  I have not received an email from Carshield. They should be sending it to ************************

  

  Business Response

  Date: 08/18/2022

   

  We have resent the Agreement to the email address your provided as that is not the address we have on file.  Please check your spam folder if you do not receive it shortly, 

  Customer Relations

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failed to provide services that were detailed in the contract. Failed to provide rental car. Dined coverage on parts that are obviously covered by contract. Delayed claim for 5 days and incurred rental car cost that they will not cover. Poor customer service and false advertisement practices.

  

  Business Response

  Date: 08/07/2022

  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 also received a complaint on your claim. 

  Please see their offered resolution and response to your complaint. 

  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:08/02/2022

  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.

  In December of 2021 I purchased an extended warranty plan from Car Shield. On April 19th 2022 my truck began to shake and sputter while I was at a stop light. The truck shut off and would not restart. I immediately called my mechanic. He told me to call a tow truck which I did, and my truck has been at my mechanics shop ever since. My mechanic concluded the oil pump, a covered part, had failed which in turn caused the rockers to come loose and shut the engine down. I began the claims process and continued paying my premiums but to date there has been no resolution. The Car Shield adjuster, who is not a mechanic, has determined the claim cannot move forward unless I pay to have the heads removed. This to me this is completely outrageous. First, you cannot determine a failed oil pump by removing the cylinder heads. Second, the rocker arms that have come loose also do not reside under the cylinder heads. My mechanic has had several discussions with Car Shield in attempt to make them understand the uselessness of removing the heads. I called Car Shield and asked to speak directly to the adjuster, but the customer service representative told me I could not speak with the adjuster. This was completely bewildering. I am paying the premiums for the policy. It is my vehicle, and I am told that they have a "policy" of not letting customers talk with the adjuster. Well, I have a policy that says they will pay for repairs, they take my money but will not pay for repairs. Car Shield employs tactics to avoid paying claims. I have paid my premiums and they want me to pay the mechanic to take apart an engine that needs to be replaced. The intended purpose of an extended warranty is to have the provider pay for repairs; I've done my part they need to do their part. I want my vehicle repaired without any further stall tactics.

  

  Business Response

  Date: 08/08/2022

  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 your vehicle was driven to failure while overheating. The requested RDI needed will show if the cylinder heads are warped and without that RDI being performed absolutely no actions will be taken on this claim.

  If you wish not to have the requested RFI performed, 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

  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:
  

  After a careful review of the response by CarShield I refuse to accept their offer, because they do not have a basis for their assumption.  I would not continue to drive a vehicle that had any visible signs of overheating. Engine failure was due to oil pump failure. The oil pump is a covered part. Warped heads can lead to coolant mixing with the oil. There is absolutely no indication of water in the oil. CarShields' accusation of operator error is nothing more than a tactic to avoid paying the claim. No one from CarShield has ever examined the vehicle. If they are so convinced the car was driven hot than they can pay the mechanic to take apart the engine. Otherwise, I will continue on with the filing of complaints with the ******** ******* and the ******* ********** ** *********. This company solicits business by way of false and fraudulent claims and advertising.  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out to us again. 

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

  CarShield will make the offer of a full refund with your signature on a Settlement and Release Agreement.  This is the only resolution we can offer as we do not adjudicate claims. Pleaes email ****************** if you wish to accept this offer and we will draft the Settlement Agreement for your signature.

  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: 08/25/2022

  I will accept their offer.

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car broke down and I had to have it towed home. I had to use my debit card. Even though the towing service fax the bill and email the bill several times. They keep saying they don't get it, or the fax is cut. When you ask them a question that they don't want to answer they hang up on you. The towing bill was over 400 and I want that money reimbursed. That is what I have been paying them for. Acct **********, service request is *******.

  

  Business Response

  Date: 08/04/2022

  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 there was some confusion surround the tow invoice.  *** has corrected the confusion and you moved your to authorized status. 

  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:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The repair shop contacted ******** **** ****** (Car Shield) in May 23, 2022 to have them pay for repairs to my vehicle per my Car Shied Contract #. ******** **** ****** requested copies of all the maintenance done on the 2007 Toyota Sienna. I emailed the requested information to them, and they received it, and at that time, ******** **** ****** sent one of their techs to view the repairs to my van. After they reviewed the repairs they did approve the amount of $823.81 for repairs. After a few days the repair shop (Craftsman Auto Care in Alexandria VA) contacted ******** **** ****** for payment, and at that time after another day they did not received payment, I was told by the repair shop that they never received payment, therefore I will have to pay the repairs. I agreed to pay and I received a repair invoice Paid In full. I then contacted ******** **** ****** again on 31 May 22 and provided them a copy of the paid invoice. At that time, ******** **** ****** asked me to send then a copy, that I did, and they acknowledged receiving the invoice paid in full. At that time the told me they will mail a check. I again contacted them Jul 7 and they continue to tell me they will mail it on the same day. I contacted them today (2 Aug) and the same answer was given to me, they will mail a check. This is not acceptable for them to play games with a customer. I request ******** **** ****** to refund me $823.81 for my payment to the repair shop due to them not paying them. Today they continue to tell me that checks were mailed a few months and should wait another month. The same information they continue to tell me since May 2022.

  

  Business Response

  Date: 08/08/2022

  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 ***, payment was mailed to you on 6/1/22. As of 8/4/22, the check had not been cashed. *** ordered a stop payment and issued an overnight check release to be made to satisfy your claim.

  If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at ###-###-####. As your service contract administrator and the obligated party under the contract terms, they will be happy to assist you with any repair claim related concerns you may still have.

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-St. Louis. CarShield recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against CarShield and that the BBB-St. Louis has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at http://www.BBBBias.com