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:07/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield won't keep their end of the bargain by fixing my car. They claim that i knew my car had issues prior to me leaving Mercedes in ****** driving to Texas, which is absolutely false really doesn't make sense, however, makes perfect sense to make up something like this to get out of making the necessary repairs. What am I paying them for? Taking my vehicle to Mercedes both ******* and Mercedes of ****** at least 7 times since I took ownership of the car in October. The car has been at the shop a lot longer than I've had in my possession. All i want is my car fixed and a piece of mind without the hassle, but I guess that's too much to ask for.

  

  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 vehicle was towed into your chosen repair facility for an overheating concern. When vehicle originally broke down your radiator hose that was loose, and the thermostat was leaking. *** assumes you paid out of pocket for the radiator hose and thermostat repairs then on your way home you noticed that the temp gauge started rising.

  At most, this contract would have liability for the thermostat housing that was leaking, and *** 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 forward the invoice for the thermostat housing to *********************************** and they will review it and contact you. 

  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:07/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve tried to cancel my coverage with carshield & they have indirectly refused to cancel my coverage when I requested instead the sales person on the phone bullied me & tried to convince me to stay. I had to literally call discover to put a stop recurring charges. The main reason I had to do a force cancellation is because my factory warranty isn’t expired. I would also like a refund on the 7 months that I had the coverage from December 2021 to June 2022.

  

  Business Response

  Date: 07/13/2022

  Thank you for bringing this matter to our attention.

  The notes on your account state your vehicle service contract was cancelled as requested. CarShield will refund your last 3 payments as a courtesy.  You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 days. We are sorry to lose you as a CarShield customer. 

  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:07/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in a Claim with CarShield over 4 months ago for a repair that is clearly stated in my contract that is covered. I’m that time and multiple calls and complaints they have not moved foward with my claim and is steady charging me for a second vice for whatever reason they are not providing. I ask for supervisors none are never available, they tell me it’s assigned to an “adjuster” but he never answers or follow up with me.

  

  Business Response

  Date: 07/14/2022

  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. Based on their notes your claim was held up by adjuster for mileage concerns and then further for records concerns. Currently this claim is listed as inactive due to the necessary RDI not having been performed. Photos supplied by your repair facility confirm no leaks and the presence of DTC's that could result in this claim being denied if the RDI shows the cause of failure being an electrical concern.

  
  *** has reached out to your repair faciltiy to discuss findings and diagnosis at this time. Based on extensive delays, lack of actionable information, and no verified method of determining failure to be pre-existing , *** will be moving claim to authorization based on the contract terms and conditions. *** will contact you and your repair facility to explain delays and coverage options.

  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:07/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have BMW and my transmission went out. I took it to the dealer. They said it was something electronic. They wanted to swap the transmission out. Carshield said that since there is electronics in the transmission, they will not cover it. I took it to a transmission mechanic and they called Carshield. They had them send information to Carshield which I did. They would not accept my second opinion regarding my transmission.

  

  Business Response

  Date: 07/14/2022

  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 vehicle has electrical failures with the internal mechatronics unit. This is a Powertrain contract with no electronics coverage including the transmission. We have attached a copy of your contract for your convenience which clearly states electrical parts are not covered in Section D, Paragraph 20.

  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

  Customer Answer

  Date: 07/18/2022

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

  the policy states that they cover transmissions, all of the transmission and not just the electrical part in side.

  I took it to a third party transmission specialist and they said it needed a new transmission, which costs $10K.
  
  
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 07/18/2022

  Thanks for reaching out to us again. 

  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. 

  If you wish to cancel your contract, CarShield will refund your last 10 payments as courtesy 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:07/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a policy for them to fix my car if anything went wrong and about three months ago . My car had a Engine failure and they beated about the push and gave me the runaround along with the bill cole ford dealership who had my car who was trying to fix it. And they took there time and answering questions and getting info back in a timely Fashion! And also came up with ridiculous lame excuses about why they wouldn’t fix my car and why they denied my claim to fix it. And I had documentation from Ford and also a 15 year expert who works at the dealership or why they should order my claim to fix my car and they still were rude to me and also the dealership . And I been out of a car for three months and losing money cuz I can’t make it to work I would like you guys to intervene on my behalf to try and get my car fix and me reimburse for paying for a policy that wasn’t honored

  

  Business Response

  Date: 07/14/2022

  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 has been some confusion of this claim being denied for failure related to TSB and for continued operation etc. The fact of the matter is that this failure is due to a manufacturer defect of the engine block. The engine block itself has a defect that allows coolant to intrude into the cylinders. Per section B.1. the engine block and heads are covered ONLY if damaged by a failure of any internally lubricated part within the engine. This claim is a solid denial for as nothing internally lubricated caused the failure to the engine block.

  As a resolution, CarShield will refund your last payment 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: 07/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Dear *******,
  
  It is with great concern and regrets that we received your phone call outlining the problem(s) you have had with your 2014 Ford Fusion. First and foremost, on behalf of the Ford Motor Company, I would like to personally apologize for your inconvenience. As your Customer Experience Specialist, my role is to advocate on your behalf regarding your concerns with your vehicle.
  
  I have been in contact with **** **** **** ******* and understand you are requesting assistance towards repairs related to  *** *******. Upon further review, the 2014 Fusion does not reflect this bulletin. During an investigation, Ford cooperates fully with the National Highway of Transportation and Safety Administration. Due to our rigorous safety standards and constant testing, not all issues result in recall or customer satisfaction programs. Unfortunately, your vehicle did not meet certain criteria that were within the guidelines of the safety recall notification.  I am unable to add your vehicle to a recall review, however, I recommend that you continue to work with your Ford dealership to ensure you receive the best service for your vehicle.
  
  Here is the email ford sented me about my car ! They ran my vin and determined that my car dosent fit the tsb nor is it a factory defect. So the 15 year Expert mechanic at bill cole ford does not agree with why car shield won’t honormy policy and claim to fix my car. And that that they can break my Engine doubt and show that there was failures and lubricated parts in my Engine such as the crankshaft and a few other parts but for them to show the other parts that Has failed they will have to bring my engine down and it will be a cost to me versus CarShield paying for it. All I’m asking for is to get my car fixed so I can go back to normal life and working my car has been sitting down at bill cold for goin on three months now ! And I feel that i been bamboozled miss lead and my policy has not been honored. I paid on and off for five months for this extended warranty in car shield has failed to honor it. All I’m asking for is to get my car fixed and we can be done

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

  

  Business Response

  Date: 07/15/2022

  Thank you for reaching out to us again. 

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

  If you wish to cancel your contract, 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. CarShield can only offer a full refund as a resolution on this matter.

  Customer Relations

   

• Initial Complaint

  Date:07/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an extended warranty on my truck. I had the transmission replaced Dec 2021. On June 20, 2022 the transmission failed. I can't get car shield to fix or replace my transmission. I've been without a vehicle for over three weeks now and every time I call them, they give me a different story. I expect them to honor the warranty and repair my transmission.

  

  Business Response

  Date: 07/13/2022

  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 this is a parts resolution issue and ***' parts department is working with the vendor to get this resolved.  It looks like there is a communication issue between our supplier and your repair facility. The last notes in the claim are from yesterday that the parts rep spoke with your repair facility and attempted to contact the vendor but was unsuccessful. They noted they are trying again today.

  Since this is a failure that is possibly covered by ***' suppliers warranty they need to go through them to resolve this issue. 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

  Customer Answer

  Date: 07/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I am paying A premium every month for an extended warranty on my truck.  I expect Carshield to honor my warranty per the contract.   I understand that the transmission was repaired or replace last year, but it's not fair to me that repair work has not been authorized.

   

  I think Carshield and the vendor that supplied the transmission should hash things out between them, and Carshield should authorize the repair of my truck.  I've been without a truck for almost a month, which is not acceptable.

   

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

  

  Business Response

  Date: 07/15/2022

   

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

• Initial Complaint

  Date:07/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid them the deposit and I have not received a booklet, a contract, nothing.

  

  Business Response

  Date: 07/12/2022

  Thank you for reaching out us regarding this matter. 

  Please send the contract numbers you wish to cancel to ****************** and we cancel your contract and refund your down payment. 

  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:07/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with this company. I had to put my truck in the shop. They didn't offer the roadside assistance as promised. I took it to a Chevrolet dealer and they said they don't deal with Carshield because they don't pay. I called Carshield to see where I could take my vehicle. The rep was giving me the run around. On the app, I couldn't find anywhere to take it. The rep hung up on me then sent me an email with a shop I could take it to. I took my truck to their shop. The truck sat there for two months. I called Carshield because I needed my truck for my business. They directed me to another dealership. My truck is still sitting at the dealership and they are waiting on Carshield. They have sent all the paperwork. Every time I call Carshield, they claim they didn't receive the paperwork. Then they finally told me they had it and now they are giving me the run around on the claim.

  

  Business Response

  Date: 07/12/2022

  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 started on 6/8/2022 after the vehicle was moved between several shops. The last repair facility initially called *** with a failed high pressure fuel pump. This was authorized on 6/9.

  On 6/15 the RF called in to let us know the pump contaminated the entire fuel system. We requested pictures of this and those were provided on 6/21. The records were initially provided on 6/27 and additional ones were sent in on 7/8 that filled in the gaps in the fuel filter services. The claim was authorized on 7/8 to the RF for the fuel pump and fuel injectors and the one time use fuel lines. The repair facility also requested to replace the fuel injector rails but they are not listed as one time use and could be cleaned out so they were not covered under your contract terms. 

  At this point the claim is authorized per the terms of the contract. 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:07/12/2022

  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.

  My main complaint is that they have taken 2 payments this month and every time I try to call them to get this resolved, but they never answer their phone.

  

  Business Response

  Date: 07/12/2022

  Thank you bringing this to our attention. 

  We have reviewed the notes on your account and the only month there were 2 payments taken out was July and that was because they June payment didn't go through when we tried to process it.  We have cancelled your contract as requested and we will refund your last payment as a courtesy. 

  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:07/12/2022

  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 requested a quote from the company, told them I am not interested and they proceed to contact me 24 times over a 3 week period. I will also be filing a complain with the ** ******** ******** ******

  

  Business Response

  Date: 07/12/2022

  Thank you for reaching out to us regarding this matter.

  Your contact information was added to our do not contact list as requested on 7/12/22

  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