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:07/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car Shield
  I would like to cancel my membership/subscription with Car Shield (******** **** ******, Ltd.) due to nonfulfillment with the contract that was issued for my vehicle.
  The licensed automotive repair facility then needed to replace the battery and drove the vehicle into the maintenance bay for a diagnostic. The diagnostic stated revealed that the sealed transmission had a leak, which could not be maintained with general maintenance due to it being a closed system. The internal lubricated components of the transmission was damaged; and “was slipping when tech pulled vehicle into shop so bad that it barely made it inside.” The technician “then inspected fluid level and topped it off with 6 quarts of transmission fluid which temporary resolved the problem; however, the technician “suggested a new transmission”. According to the contract: THESE PARTS ARE COVERED: This CONTRACT covers ONLY the components/parts listed below: 2. TRANSMISSION (Automatic or Standard): All internally lubricated parts within the Transmission including the torque converter and transmission mounts. Electronic components, regardless of location, are not covered. The transmission case is covered ONLY if damage is caused by a FAILURE of any internally lubricated part within the Transmission. An adjustor visited the facility and determined that the vehicle was driven to the repair facility which voided the contract that was issued, Also, the transmission needed to be taken apart to reveal the exact component that needed to be repaired. In SC, there were no repair facilities that would take the transmission apart. Finally, the vehicle was towed to another facility. A used transmission was purchased, ordered and delivered to another facility to be repaired. To repair this vehicle and to remain a customer paying for contract that has exclusions and exemptions and fraudulent documentation. In all, I spent over $5000 plus the additional $500 for having Car Shield.

  

  Business Response

  Date: 07/27/2022

  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 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 transmission has clearly been leaking for an extended amount of time due to the amount of fluid it has lost and the build up seen around the leak. The breakdown is noted as being on day 27 of the contract. The leaks shown have been going on for an extended amount of time and would have been leaving drips and things where the vehicle was parked. Since the leaks were never fixed and you drove the vehicle until the transmission quit this is not something that will be covered under the contract. The repair facility noted they added 5 to 6 quarts of fluid when the vehicle arrived.

   If you have any additional
  concerns regarding this repair claim, you may contact ******** **** ******
  directly at 800-531-1925. 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.

   If you wish 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
  
  

• Initial Complaint

  Date:07/24/2022

  Type:Customer Service 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 tried several times to cancel the subscription I never signed up for but it keeps sending me emails and this is frustrating

  

  Business Response

  Date: 07/26/2022

   

  thank you for bringing this matter to our attention.

  We have removed the email address provided in your complaint from oiur database. Please allow 7 days for the system to reset. 

  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:07/23/2022

  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 have a CarShield policy (aka ******************** )and had to have my car towed in February 2022. After numerous phone calls, CarShield has still not re-paid me for the tow expense. My ******** shop sent CarShield a copy of the tow receipt; I send CarShield a copy of the tow receipt. Each time I call they tell me there is some technical issue. My claim number is ******* dated in February 2022. My contract number with carshield is MRF1401628. I'm tired of calling these people, they really are a pain to deal with.

  

  Business Response

  Date: 07/26/2022

  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. AAS has fixed the issue with this claim and your reimbursement check issued will be sent to the address on file. 

  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: 07/26/2022

  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.
  

  As long as I receive the check that CarShield says they are issuing, I accept this reply. However CarShield has proven themselves to be a very unreliable company, so we'll see if I actually receive a check. Meanwhile, please keep this claim open. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/23/2022

  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 opened a claim in May of 2022, I contacted ******** **** ****** in June to get an understanding of what was taking so long and was asked a couple of questions, one being how did my vehicle get to the repair facility. I proceeded to explain that it was towed and was told that I would be contacted shortly after. Now come to find out, the person I spoke with misunderstood what was said and wrote that I drove the vehicle and it was towed by a friend. I sent the tow bill to prove that it was not driven past failure and the breakdown was at my home address. I have been waiting for a week for the supervisor to call me after they reviewed the recorded call, I also called ******** **** ****** and have been put on hold up until the phone got disconnected numerous times. I cannot get a clear answer on what is going on and need some assistance. Its a lot of things being said but in writing I am saying that the vehicle broke down at my home address and was not driven past failure. I proceeded to call roadside and have it towed to the shop. The third party company sent someone out to look at the vehicle to better understand what happen was I was told by the repair facility that the vehicle did not have any signs of continued operation after failure.

  

  Business Response

  Date: 07/29/2022

  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 was originally authorized for the replacement of the connecting rod bearing to be issued as a cause of failure but claim will now be moved forward for authorization on engine replacement.

  *** has informed us they have reached out to you and your repair facility and left voicemails stating they a need current estimate that includes everything needed for engine replacement as well as any diagnosis that is being requested. 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:07/22/2022

  Type:Customer Service 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 don't know how this fraudulent company, CarShield, obtained my phone number and home address. It harassed me a few times by texting me a link to activate the "contract for my 2020 Chrysler Pacifica". I deleted the texts because they looked like a fraud and I don't even have a car. On 7/5, they mailed me a letter to activate the so-called "vehicle service contract" again. They even created a "customer ID" under my name. I never contacted them at all! I never heard of them; I didn't even know they existed. And I am most definitely NOT their customer! I don't own a car. I'm very concerned that my identity might have been stolen by this company and some affiliated criminals out there. I don't want them to purchase a car under my name. Please help take legal action against them. I don't want to be contacted ever by them. I want them to get rid of my information from their lists. Thanks.

  

  Business Response

  Date: 07/26/2022

   

  Thank you for bringing this to our attention. 

  We have added your contact information and customer ID number to our do not contact list. 

  Customer Relations

   

• Initial Complaint

  Date:07/22/2022

  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.

  BBB,
  I am writing this formal complaint in regards to the following:
  From: ***** *********** **** ********* *** ******* *** ***** 
  To: Car Shield / ******** **** ****** **** **** **** ***** *** ********* ** ***** 
  RE: Claim # ******* – Dispute resolution / request for arbitration
  CARSHIELD Contract # ********** Series 001
  Vehicle Information:
  VIN: *****************
  Year: 2013 ********* AVALANCHE
  I purchased the Platinum level warranty policy from Car Shield on 11/17/2021. The cost is 114.47 monthly and Mileage is unlimited. Car Shield committed to provide Platinum level warranty coverage for my vehicle. The policy clearly states the engine is a covered component.
  In reference to the above claim, I am disputing ******** **** ****** / Car Shields decision not to replace the engine in the covered vehicle.
  Currently Car Shield has offered to pay $1403.07 to repair the bad lifter.
  **** ********* dealership repair shop **** ******* ****** ***** *********** ** *****has determined the only repair is to replace the engine as the lifter is stuck in the engine block. The reason I was provided by ******** **** ****** / Car Shield was
  “the continued operation of the vehicle after the lifter failure caused the engine block to have to be replaced”
  I did not continue to operate the vehicle after the lifter failure was discovered. The lifter failure was discovered after the engine was disassembled and diagnosed. I dropped off the vehicle at **** ********* when the Check Engine light illuminated.
  The total cost from **** ********* to replace the engine is $10,769.75
  I have contacted Car Shield and requested they reconsider their decision and pay for the engine replacement and they sent me to their “Powertrain Escalation” department which confirmed they would not cover the engine replacement at this time.
  I am requesting Car Shield / ******** **** ****** reconsider their decision and cover the cost of the engine replacement which is covered under the policy they sold me.

  

  Business Response

  Date: 07/27/2022

   Thank you for bringing this to our attention. 

  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 have psoken to your regarding this matter and have reached a resolution with you. CarShield has canceled your contract as requested by *** nd we consider this matter closed. 

  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:07/22/2022

  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 denied my claim that was clearly covered in my plan. The dealership provided the test information proving the failed component but the Carshield adjuster denied the claim. The vacuum test clearly showed the leak and a replacement of the component but the adjuster wanted the actual part. In order for the part to be remove the entire dashboard needed to be removed at a labor cost of $2400 and if Carshield denied the claim I would be responsible for that labor cost. I called to escalate the claim and was told there was nothing they could do. I had the service for 2 years paying my monthly fee and the my first only claim made was denied for no reason other than the fact that they just did not want to pay.

  

  Business Response

  Date: 07/26/2022

  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 there appears to be a leak with the AC evaporator as the RF confirmed this by finding ac dye coming from the ac drain hose.  *** will be contacting you and your repair facility to move your claim forward.

  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:07/22/2022

  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 took my car in for repair, it won't hold coolant and leaks power steering fluid. They denied my claim. This repair is 2700 and they don't "stand by you" like they say they do in the ads.

  

  Business Response

  Date: 07/26/2022

  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. The two failures called in are a hole in the timing cover due to corrosion and the power steering rack is leaking. The timing cover is listed on the contract but not failures due to corrosion and there is no coverage for steering system on this contract. Since there were no covered failures called in there was no actual claim started.  A list of covered components can be found in Section B of your contract.  We have attached a copy of your contract for your convenience and review. 
  

  As a
  resolution, 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

• Initial Complaint

  Date:07/22/2022

  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 car shield ins. for my car. About a month ago my air conditioner went out. So I called car shield up and ask them what I need to do? Which they stated I could take it anywhere. So I took it to the car dealer that was on July 4 so the next day they called me and stated that they will not work with car shield. At that time I asked why they stated that car shield wanted them to use second hand parts and they will not pay there labor charge of 200 dollars an hour. Ouch, there labor cost is high. So I called car shield up and ask them who I should take my car to. That was when I learned that car shield had turned it over to ******** **** ****** who stated a few places to go. That was when I took my car to National Tire & Battery. When I took my car to ****** they said that they would call ******** **** ******. But the next day they called me up and stated they will not pay it.
  because as they stated it was from a front end impact damage. But the only front end impact damage on that car was back in 2016 and my air conditioner was still working fine. ****** stated that the condenser and the solar sensor are not working. The man working for ****** stated that ******** **** ****** told him to send any pictures of any damage to the front end which he did. But he also stated that done of that damage good have caused the condenser to go bad. I believe that maybe the fact that the condenser is 10 years old could be why it stopped working. I am 66 years old and a disabled VET. and I have no reason to lie about this.

  

  Business Response

  Date: 07/26/2022

  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. This claim was called in for a faulty AC condenser and sun load sensor. The sensor is not listed for coverage in your contract and there are signs of impact damage on the condenser. Per section D.2.c, the contract does not cover any failures caused by impact/collision damages.  We have attached a copy of your contract for your convenience. 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 last 6 payments upon execution of a
  Settlement and Release Agreement. Please email [email protected] 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

  I accept the business' response.

• Initial Complaint

  Date:07/22/2022

  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 7/20/2022 I took my vehicle to Thomas Buffington Auto to have A/C blower replaced.. I have a Gold Car Shield Account and it was covered under that warranty...so I was expecting to pay just the deductable of $100... well the shop called Car Sheild and said that the shop had a balance of $383 and they were over charging for labor and would pay it! In the meantime the shop wouldnt release my vehicle til payment in full out of my pocket!!! which I paid!!!! So I had to pay it in full Car Sheild never paid the shop!!!! Im supposedly getting a refund but I called and they keep telling me "Im calling in Mountain time" so issues are a few hours behind eastern time!!!!! What does that have to do with the paying of this bill????? I want this rectified! I pay this scam/joke of a warranty company every month and they are giving me a runaround! Im cancelling them as

  

  Business Response

  Date: 07/26/2022

  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 facts in the claim this was adjudicated correctly. The national standard labor time guide shows this blower motor replacement time is .5 hours.  Your re[air facility charged considerably more than that. The exact statement from your repair facility was that the vehicle showed up with a blower motor complaint, the technician kicked the blower housing and it started to work. This is 30 seconds of diagnosis and would not be something your contract has coverage for.

  The reimbursement check for the repairs that were authorized minus your deductible has already been mailed to the address on file. 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.

  -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