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:07/21/2022

  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 was paying ***** for a car warranty and when my vehicle break down it was alot of red tape to get it fix and I had them for 6 months without missing a payment and I never got the service that I was paying for so I want money back

  

  Business Response

  Date: 07/23/2022

  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 their notes there were 2 issues called in. The first was for alternator replacement. The claim was moving forward and sourcing was requested due to your repair facility's parts price. Once this came back your repair facility would not allow shipped in parts and at that point you were informed there was going to be an out of pocket cost with this repair facility. You were informed you could pay that or move the vehicle to one that would work with AAS' parts pricing or allow the part to be shipped in. At that time you then called in an issue with the water pump as well. AAS contacted your repair facility who noted to them they did not have any notes about water pump failure and the alternator was already repaired. For the record, no repair facility ever called in about the water pump and no final invoice for the alternator repair was ever sent in for review for possible reimbursement. Without those there is nothing additional AAS would be able to review.

  
   If you wish to send your paid invoice to AAS for review and possible reimbursement, please email it to *********************************.  If you chose not to turn in the invoice, CarShield will refund you 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 (MRF3833223) in the subject line for faster processing.

  Customer Relations

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

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/20/2022

  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've had car shield since july or August of 2021 never put a claim I decided to cancel close my account Im retired and could use the $79.99 a month for other things I called this morning 7/20 to close cancel my account the representative kept trying to talk me into keeping the coverage after several attempts to get through to her I became rude as she was she hung up on me ended call.I called back second representative was very pleasant and told me the account is closed and I would receive an email stating that the only email I received was a survey asking how the call went I received no email about my account being closed I called the third representative like the other two asked why I was closing the account she also said I would recieve an email stating it will be closed I haven't received such an email yet the funds are withdrawn from my bank account monthly if I have to I'll close my bank account these people are terrorist there's no need for this

  

  Business Response

  Date: 07/21/2022

  We appreciate you bringing this to our attention.

  Please allow this response to stand as written confirmation that you account has been cancelled as requested. CarShield will refund your last payment as a courtesy. You will receive the refund back to the card on file within 3-5 business days. 

  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: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/20/2022

  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 bought car shield on June 13th, 2022 after I purchased my car on May 6th 2022 a 2019 ****** sentra I decided to get warranty on my vehicle and decided car shield. On July 5th on my way to work my car started acting up. I took it to ****** and had them check it and provided them the car warranty information. They advised me the transmission is gone and this is included in the warranty I purchased. Car shield has only called me one time on July 18th and called ****** one time as well. ****** called car shield back and left a message and no call. So yesterday July 19th I call car shield and was told inspector tried to go out on the 13th and then I was told no car found. They escalated. So I called today July 20th and was advise ****** has to keep calling so I got my shop advisor ******* on the phone with car shield and car shield finally provided a cell number to the inspector. ******* from ****** calls inspector and states will come tomorrow July 21st. We'll inspector calls ******* at ****** back and says they show the car is at ****** in ************'s and she tells them no its in albany **. Inspector then says he can't come look at it until that has been corrected. This has been going on since July 5th and still haven't gotten anywhere. I have no car.

  

  Business Response

  Date: 07/25/2022

  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.  Your claim was called in on 7/6/2022 with a breakdown date of 7/5/2022. This is on day 23 of the contracts coverage. The claim was called in for transmission failure.  You also drove your vehicle to the repair facility An inspection was scheduled but incorrect about your repair facility was entered into the claim at first and this led to a delay in the inspection process. On 7/20 the adjuster cancelled the inspection and requested pictures from the repair facility. The claim is now authorized for transmission replacement per the terms of the contract.

   If you have any additional questions regarding your claim, you may contact ******************** 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: 07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/20/2022

  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.

  Carsheild has lied to me about rental reimbursement and only reimbursed me for $160.00 and not the full $1000.00 it cost me for the rental....they lied and looked for a loophole to not pay for my new motor and quoted exclusions on my contract about what they don't cover but left important parts out and when I read it I found out it was covered and I was lied to......nooooo communication during the whole process AT ALL I was the only one contacting them ...major delays waiting for inspections and then haggling with repair shop about parts and labor costs in the meantime I'm waiting to get my car fixed ....I ended up paying over $300 for parts out of my own pocket carsheild would not pay for on top of my deductible.....major problems from start to finish....extremely poor service and customer relations .....I feel I was scammed and ripped off

  

  Business Response

  Date: 07/22/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  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 claim was initially called in for head gasket failure. An inspection was sent and the claim was moved forward with authorization for a head gasket replacement per the terms of the contract. It was noted you drove the vehicle into the repair facility and the check engine light was on and the vehicle was smoking badly. This is clear continued operation. During the cylinder head gasket repair it was noted that the cylinder head was also warped. This is indicative of overheating in the engine.

  After this repair was done it was noted there was more internal engine issues and now the engine needs replaced. This is not something that would be covered by the contract due to first continued operation with the head gasket failure, second the cylinder head warpage shows signs of overheating which is excluded and finally your repair facility should of properly diagnosed the vehicle from the start as this needed an engine from the start and not a head gasket repair. The initial cause of failure for overheating would be covered and that is it on this claim.
  
  Since this is already authorized and paid for head gasket repair and a few other incidental repairs on the vehicle and that far exceeds what you have paid into the contract there is nothing additional that can be added onto the claim. 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

• Initial Complaint

  Date:07/20/2022

  Type:Billing 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.

  DATE began 11/17/22 with initial payment 96.74 with 75.24 there after as continued 96.74 in violation of contract. they did not allow me to make a claim as said not covered on 6/22/22 on my car. I called and cancelled on 7/5/22 and charged card again on 7/17/22 for 96.74 so with false charges they owe me 129 plus the 96.74 215.74 the company is a scam and does not honor there contract as ****** working there as said go to Pep boys as do not even work on engines so a major scam

  

  Business Response

  Date: 07/22/2022

  Thank you for bringing this to our attention.

  We see in the notes on your contract your monthly payment was lowered to 75.24 on 7/5/22. You then called on 7/18/22 and cancelled the contract. You were charged the correct monthly amount up until the price was adjusted.  You purchased a monthly renewing vehicle service contract.  Each CarShield contract comes with a 30 day review period giving our customers ample time to review the contract and cancel should they decide not to keep coverage. 

  We see that you cancelled your policy due to a denied claim as the part needed was not listed for coverage under your vehicle service contract terms.  A list of covered components can be found in Section B of your contract. 

  Although CarShield has no contractual obligation to do so, we 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:07/19/2022

  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 work that car shield covered was what I paid separately of the diagnostic fee, showing the codes clearly on the receipt that was submitted by me. The service advisor was told by the adjuster that all I had to do was submit the invoice and the receipt of the money paid out of pocket. Obviously it was not a visual diagnosis which is what car shield keeps saying. The codes are on the invoice. I want my refund. This is going on 2 weeks. With no resolution.. The adjuster ignores my messages to call me back. After 18 months that I carried this warranty, I only used it this 1 time only to get the run around. So I went ahead and canceled it.

  

  Business Response

  Date: 07/21/2022

  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.  Per their notes and based on the diagnostic information supplied by your repair facility and the phone call from your repair facility, the diagnostic charges applied to the claim are correct.  Your repair facility charges are not something your contract has control over and *** cannot force your repair facility to provide justification for the requested or charged amount. Based on the final invoice supplied by your repair facility *** paid exactly 50 dollars less than the final invoice amount. Your contract has a 50 dollar deductible, this would indicate this claim was fully paid correctly to your repair facility and no further concerns can be shown.

  As a resolution, CarShield will refund your last payment 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

• Initial Complaint

  Date:07/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to take my vehicle to the shop for a transmission issue, I filed a claim with this company to have my repair covered under my extended Auto warranty, but they started giving us a run around and asking the dealership to do more work and tear it down looking for reasons to deny the claim. They finally denied the claim stating the mechanic did not know what he was doing, but I had taken it to a local Cadillac dealership, were a certified Cadillac mechanic performed the repairs. This company did not offer the coverage I was promised and left me to pay for their policy, extra tear downs, and the new transmission for over $7000.00

  

  Business Response

  Date: 07/21/2022

  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 a Senior Legal Claims Specialist, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Your first claim was called in for a transmission issue, and your repair facility initially reported the failure was to the valve body.

  After the authorization was provided, your repair facility called back and identified the torque converter as the actual cause of failure. The claim was reauthorized to cover the torque converter and a fluid flush as the repair. The torque converter was reflected on the final invoice for this repair, but there was no mention of a flush. Then, 1,200 miles later, the vehicle came back to your repair facility with the same symptoms. It was noted at the time that the cause of failure was metal in the fluid. Your repair facility stated this was from the clutches, but realistically it was from the previous torque converter failure. The initial repair on this should have been to replace the transmission. The contract still would have covered only the torque converter repair as the initial cause of failure since the metal from torque converter failure was due to continued operation, an exclusion under the contract (See SectionD.2.m. of the contract and also Section F.1.).
  

  The torque converter authorization far exceeds the amount that has been paid towards the contract; therefore, there is nothing further CarShield can do to resolve this matter. 

  Customer Relations

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

• Initial Complaint

  Date:07/19/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy from CarShield on March 17,2022 and was given contract number MRF4099192 on my 2013 **** Focus. I filed my first claim on June 11,2022 I had to call CarShield for the status of my vehicle. On July 1, the mechanic sent the documentation CarShield needed for the claim, no on from CarShield ever call me regarding my claim. I had to constantly call and check in with the mechanic for an update. On July 14th, I called CarShield and was told someone will call me by that Monday, I called on July 18, and was told someone will call me before the end of business, I called again on July 19, for an update and was told to wait 48hrs. I get a call from the mechanic saying that CarShield declined my claim because my automatic vehicle has a clutch, how would I as a customer know that? But ********************** did, and is now refusing to repair my vehicle after not having it for over a month. I want a full refund of $519.96, the total price of what I have paid since March towards CarShield, because I was told specifically by the person who sold me the policy that my transmission was covered. I was lied to, and want my money back!

  

  Business Response

  Date: 07/22/2022

  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 their notes and based on the facts present, this failure is derived from the dual clutch on the transmission. The dual clutch is not an internally lubricated component within the transmission assembly and therefor is not listed for coverage in the contract. This claim has been denied correctly.  We have attached a copy of your contract for your review. 

  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 (MRF4099192) in the subject line for faster processing.

  Customer Relations

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

  Customer Answer

  Date: 07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy from car shield for an extended warranty. as my car broke down and I needed the vehicle to drive I left it where it was and went the mechanic across the street from where my car broke down. when I filed the claim it took them over 2 months to accept it and I ended up losing my job because they would not pay for the rental "until my case was approved" however I was with out a car for 2 months because I was told it needed to stay with my mechanic. so I figured ok my contract says it will cover a rental for as long as the work takes. my mechanic could not get a hold of them half the time and when he did they lost the forms and or photos that were needed and wanted him to resend them, finally after 2 months they approved me for the repair however the entire time my car was at the mechanic they refused to pay for my rental. again it says I get a rental if the vehicles has to stay at the mechanic for a specific amount of time. now if it was not for me calling and calling I would have never got my vehicle back. I now have to pay over 1k in rental fees for the rental they didn't care to cover and when I complained they only decided on 4 days after having my car for OVER 2 MONTHS the best part was they didn't even cover the entire repair because we had to drive the car across the street. apparently "We should have called a tow truck to literally go ACROSS THE STREET" I also had to pay over $1,750 for my half of the vehicle they decided not to cover. When I asked for a supervisor it was pointless. the people that answer the phone are also their own supervisor. The attitudes are horrible they do not care. im out over 3k thanks to this company. they have poor communication and do not have the best interest at hand. IM upset I lost my job and almost my home trying to deal with these people. I have receipts and I want refunds for everything I had to pay out of pocket that THEY were supposed my mechanic also has proof and will speak on my behalf.

  

  Business Response

  Date: 07/21/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per their notes, your claim was authorized for torque converter repair as a credit towards transmission replacement due to continued operation. With the amount of damage seen inside the transmission this is really pre-existing condition but *** will stand with their initial authorization.

  The rental coverage in the contract is only covered based off of labor times and delays from inspections and is set up to pay enterprise directly for the rental reservation. Given that the amount of the authorization in significantly more than what you have paid into the contract there is nothing further we can do to resolve this matter. 

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

  Customer Answer

  Date: 07/21/2022

  Complaint: ********
  
  I am rejecting this response because: It was never a pre existing condition if it was I would not have been able to drive the vehicle at all prior to this happening. I payed for a service and I’m not happy with said service. The entire reason I paid for this was so I wouldn’t NOT be in this financial situation. However the time that it took, the amount of times my mechanic and I had to reach out to even get an answer. 2-3 months. I would like a real resolve or I’ll take the next step with legal action. 
  
  
  
  Sincerely,
  ******* ******

  

  Business Response

  Date: 07/22/2022

   

  As stated in our previous response, ******** **** ****** is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments.  If you wish to dispute a decision made by ******** **** ****** you will need to contact them directly at ************, by mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. 

  CarShield can offer no further resolution as the amount paid in claims is more than you have paid into the contract.  

  Customer Relations

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased car shield because per advertise they cover everything under the hood and I have the best package which is the diamond package. I was driving my Dodge Journey 2017 on June 7 leaving Melbourne mall on I95 when my car suddenly stop the dashed board didn’t note me something was wrong or my car. I contacted road side assistance as I waited for bout 2 hours for them to come. When the arrived they asked me what’s the problem and I told them my car just shut off he said lift the hood when I did he notice the radiator hose was off and said I need to get it checked out. My boyfriend works over the road so I had to wait for him to come because road side assistance couldn’t do much. My boyfriend rented a tow dolly because it was to much for me to afford a tow truck. He rented the tow dolly in Palm Bay on June 7th and the we just towed it to ******* **** ******* where my boyfriend normally takes his vehicles to get checked out and there were closed because it was already late so I dropped the keys in there drop box with a note stating the problem. On June 8th he called my boyfriend and stated that the radiator hose was loose and thermostat was leaking so I payed out of pocket to fix it because it was something simple. I got my car back on the 10th and I drove it home he said jut monitor the temperature etc. I went straight home on June 10th As I was almost home I noticed the temperature started rising and I was like thank god I was almost home so I parked the car and contacted the Shop but the were already close. I had to wait until Monday June 13 because the shop close on weekends. At this point I was upset so when Monday came my boyfriend rented another tow dolly and we towed it to the shop and he then said if it still running hot then that means when it first ran hot it blew the head gasket at the point he doesn’t specialize in that take it to the Dealer so I did. It was at the shop I didn’t have a way to take June 16 as you can I never continue driving it hot.

  

  Business Response

  Date: 07/22/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per their notes when your vehicle originally broke down, your repair facility found that there was a radiator hose that was loose, and the thermostat was leaking. *** notes you paid out of pocket for the radiator hose and thermostat repairs out of pocket and on your way home after those repairs noticed that the temp gauge started rising. At most, this contract would have liability for the thermostat housing that was leaking. *** would be more than happy to review the invoice for that repair for coverage, but the overheating damages caused by continued operation would have zero coverage. Please send the invoice for the thermostat housing to ***********************************  if you wish to have them review it. 

  If you wish to cancel your contract, 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: 07/23/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  How did I continue driving the car while overheating obviously it must already damaged from the break down I wasn't aware because the thermostat wasn't working at first so now that it was fixed I was able to see the temperature Guage rise how can i be penalize if yall stated you couldn't find the cause then turned around and say I continue driving knowingly how can toy prove that if you look at the time frame you will see. I literally said I towed it which I have receipts for everything next even the shop said they never spoke to yall but everything yall stating is the repair facility. My car been in the repair shop since 16 all I'm asking if the denial can be overturned or someone inspect the car right.
  
  
  Sincerely,
  
  
  ****** ****

  

  Business Response

  Date: 07/26/2022

   

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

  Customer Relations

  Customer Answer

  Date: 07/27/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  You guys keep giving me the run around in the contract doesn't spe ific how to file a dispute better yet what to do for a de ial claim I need to know exactly what I'm suppose to do before I take the next step no one seems to have answers for me everyone e just keeps reading noted if I have to take it higher I will ******** **** ****** keeps telling me they can't do anything and you guys keep tell me contact them
  
  
  Sincerely,
  
  
  ****** ****

  

  Business Response

  Date: 07/28/2022

   

  We have attached a copy of your vehicle service contract. The dispute resolution information an be found in Section O. 

  Customer Relations

  Customer Answer

  Date: 07/28/2022

  Complaint: ********
  
  I am rejecting this response because: I have looked over the contract multiple times and I'm and not seeing where to file a dispute first you guys said section M now it's section O nowhere does itecplaints how ro file dispute 
  
  
  
  Sincerely,
  
  ****** ****