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:07/12/2022

  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.

  On June 7th 2022 I took my 2008 Chrysler town and country into one repair shop to take care of the transmission. Sat there for a week and half car shield adjuster didn’t like this shop so made me take my car to another shop (***** on Dixie Highway) Today is July 12,2022 and my car still has not been fixed. I call almost daily ******** **** ******. I get a different excuse about why nothings been done yet. They need to talk to this person or that person and I never receive a call back from anyone to let me know what’s going on. 5 week and no clue when they will start or finish or anything. I am beyond aggravated w this company. I’ve missed work because of not having a car or given rental that is suppose to be in my contract as well. They never let me speak to a manager or any one higher up because they say they are not aloud to without permission. I’m reaching out to BBB for any help at all to help me get my car finished and returned to me. I don’t know what else to do this has caused so much unnecessary stress in my life I don’t need.

  

  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. ******** **** ****** has informed us they will be reaching out to you and your repair facility by the end of the day today.  *** will continue to monitor this claim. 

  Customer Relations

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

   

• Initial Complaint

  Date:07/11/2022

  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.

  I called Carshield at the end of May to cancel coverage. The next payment was due around June 1st. The direct withdrawal was declined thankfully because I locked my card. I was called almost daily by Carshield demanding payment and received multiple emails and postal letters stating that I was delinquent. I spoke to Carshield at least 2 more times stating that I wish to cancel coverage. I have been called and emailed several times in July regarding my account being delinquent. The latest call was today. I told the customer representative that I owed nothing due to canceling in May. The representative talked over me and refused to cancel coverage. I explained that I will contact an attorney if harassment is continued and coverage is not canceled. Apparently Carshield feels they can harass clients into paying for services they no longer want and demand payment for those services.

  

  Business Response

  Date: 07/12/2022

   

  Thank you for bringing this to our attention. 

  We have notified the payment processing department to stop all calls regarding your contract and your contract has been cancelled. CarShield has refunded your last payment as a courtesy.  Please allow 3-5 business days to receive the refund. 

  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:07/11/2022

  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.

  I have purchased coverage through carsheild and cancelled with them on 6/11/22. My insurance was not cancelled and was still charged on 7/10. I spoke to **** and requested a refund where she continued to say that they cannot give me a refund but can send me to a mechanic that can help fix my car. This is not true. They need maintainance proof which I cannot obtain right now because it was in a different state. All I asked for is for my refund of $109.99 being that it was just taken out today.

  

  Business Response

  Date: 07/11/2022

  Thank you for bringing this to our attention.

  We have requested your last payment be refunded.  It will be refunded to the card on file within 3-5 business 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:07/11/2022

  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 A/C was broken and the policy says it is included, but when I took it into the shop, they denied the claim. This is fraud.

  

  Business Response

  Date: 07/11/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. ******** **** ****** has no claims or call ins noted on your contract. Your contract was cancelled on 3/5/22 due to non payment. Without a claim and in consideration of the contract already being cancelled CarShield will your last 3 payments in a goodwill effort to resolve this matter.  You will receive one payment back to the card we have on file and the remainder will sent via check within 7-10 days. 

  Customer Relations

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

• Initial Complaint

  Date:07/11/2022

  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 purchase an extended warranty Contract from Car Sheild. They refuse to honor the contract and won't pay for my vehicle repair. The reason they claim is because the vehicle was 1 quart low. the reason the vehicle was 1 quart low is because I started having transmission problem and was leaking oil when the problem accord. I had a full transmission oil before I started having problem. I have two statements from repair location that state the vehicle was not damaged due to one quart of transmission fluid. The transmission holds a total of 12.1 quarts and wouldn't cause the damage they found on my GMC Envoy.

  

  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. *** pulled a Carfax report to verify the service history since a handwritten report was sent in and the Carfax shows this vehicle was totaled on 12/25/2020. This is after you bought the vehicle per the Carfax. There is no branded title coverage add on for this contract listed. *** will contact you regarding this matter shortly.

  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:

  I have a letter from the mechanic disputing this.  The leaking doesn't effect that I incurred.
  
  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/18/2022

  Thanks for your reaching out to us again 

  ******** **** ****** has tried to reach out to you regarding this matter.   You stated in the recorded sales call that the vehicle did not have a branded title and that the vehicle had never been considered totaled. A Carfax report and NICB both show the vehicle was considered totaled on 12/25/2022. The Carfax shows this was during your ownership of the vehicle. Since this is clearly a misrepresentation and *** cannot move forward with the contract. If you have any further disputes or questions regarding your repair claim decision, please contact *** directly at ###-###-####, or see Section M, Dispute Resolutions, of your contract.

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

  Customer Relations

• Initial Complaint

  Date:07/11/2022

  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.

  Repeat letters to collect on Cus. ID ********** I haven't owned a vehicle in several years. I receive these letters every month

  

  Business Response

  Date: 07/11/2022

  Thank you for reaching out to regarding this matter.

  We have added your contact information to do our not contact list. 

  Customer Relations

   

• Initial Complaint

  Date:07/11/2022

  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.

  Hi this is ****** ***** i took my car to the dealership because of an alternator issue it took the dealership a week to find out a problem then after my claim was approved bye car shield on a monday they told the dealer ship they would send there own part that needed to be replaced by car shield instead of letting the dealership get the part them selfs my part was post to be sent over night but the didn't receive my part until Friday of the 4 of July weekend and because of the holiday weekend they was not open until Tuesday and still was not ready until Friday 8th my. Car originally in the shop since the 24th of last month i called car shield on the 2th of July about a rental car they said they will approved my claim for a rental car reimbursement with any rental car company of my choice along as its not toro so i rented from enterprise car company i just sent over my car rental agreement my claim was to pay a 100 a day. I just sent over my agreement i needed a car for the holiday and that car is all they had available so i can get around for the holiday plus my son birthday was on the 5th of July i had the car from 3rd to the 8th i have been with your company for a while now i have the platinum package on my range rover plus towing and car rental i sent over my agreement and car shield talking about they not going to reimbursement my money to me after telling me my car rental was approved. I need my money i paid for this rental please give me a call at ###-###-#### ****** ***** or i will be taking u to court for arbitration contract breaking Hi this is ****** ***** here is my car rental agreement for my reimbursement Please send my check to ****** ***** ***** ***** ** ******* ** ***** ****** **********

  

  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. It appears to have been delayed due to the vendor not getting payment on the alternator that was ordered. *** has a rental for 5 days for $100/day per the contract terms but the authorization does not appear to have actually gone through. The claims specialist was able to correct that and have it ready to authorize so payment can be sent out you for rental reimbursement.

  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:07/10/2022

  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.

  took my 2018 Ford Fusion car into the *** ***** Ford shop on April 30, 2022--- due to the check engine lights code P0012 and P0014, Car Shield denied the claim on Monday June 13, 2022. Timing parts replaced at my expense and then the car then passed Texas state inspection . Car Shield said *** ***** had not proved why the parts failed, their reason for denial. The dealership had multiple conversations as well as sending pictures and finally an on site inspection --and I was calling Car Shield representatives(***) and *** ***** service writer as well . Car repaired and I picked up at *** ***** Ford on June 22, 2022 Clearly the computer sending out the codes indicated a timing issue was correct ---and replacing the parts cleared the issue . I believe the inspector for *** got side tracked as this was a processor many weeks--and when I called back to *** --he had not even read the reports as submitted to me seems very simple the parts had failed and had to be replaced . Ford was suggesting to replace the water pump which was NOT part of the claim #******* --and I think he strayed from the original claim which dealt with the timing issue . My contract number is ********** I can provide the details of when Ford sent info to *** ---and all of the associated conversations and dates and my dates of conversations with ***

  

  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 there were 2 separate repairs done on this claim. The first was for the shifter knob. This was authorized per the terms of the contract. The second was the vehicle was brought in with timing codes. RDI was done and it was found the timing belt and cam phasers looked new but there was no failure shown. Since there was no failure shown to these parts there was no coverage for them.  Your repair facility did not even replace the timing belt just the tensioners, sprockets, and water pump with associated gaskets.  Your repair facility also signed off on the inspection sheet for the timing indicating they agreed with the inspector this is most likely due to an improper previous repair.

  Since there was no failed parts identified for the timing and only signs of an improper previous repair there was no coverage for that failure. Essentially your repair facility just needed to take the timing belt off and install it properly. That is not a repair covered under this contract. The shifter repair was authorized and paid to your repair facility for $584.56. 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.

  If you wish to cancel your contract, CarShield will refund your last 3 payments as a courtesy 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:07/09/2022

  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.

  Hello, my name is ********* and I was a client of CarShield since January of 2022. This problem with my 2014 Toyota Avalon started June 19th. Sunday late afternoon my car would not start. I thought could be the small battery in my key remote which is was. So I bought a new from Advance Auto. Afterwards, I got my car started but it did not sound right and when I put it in drive my car was not responding to me applying gas on the footpetal. So I had to cruise it to Firestone. So on the 21st the electrician said that the sensor on throttle body need to be replace with a brand new one. ********* also said there were other things that needed to be replaced. 1) Throttle Body 2) New Car Battery 3) Balljoint 4) Rear Licsense plate light bulb 5) Four Tires I told ********* I had a contract with CarShield and I provided them with my contract number. I gave ********* the okay to fix my car and was told they would submit the repair bill to CarShield. The four tires and rear plate bulb I would half to pay for. The 23th I believe was the day my car was ready. When I got there after work ********* said that CarShield would only cover the balljoint and car battery and not the throttle body. However, CarShield did not cover what they said they would pay for. So, I got stuck paying for a high car repair bill. I canceled my services with CarShield for this reason is that they I feel did not honor what was in my contract. I believe that I am entitled for a reimbursement for the Throttle Body, Balljoint, and car battery. I took on CarShield under the assumption they would lighten the load when it came to car repairs. I was disappointed in the way how they left me. Prior to the day canceling with them the representative was not even apologetic. Instead, her only focus was to keep my business offering no resolution for the matter.

  

  Business Response

  Date: 07/12/2022

  We appreciate you 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 contract does not cover batteries and only covers tires that are damaged due to road debris not tires that are just worn out. There is a large list of exclusions on tire coverage as well. There is also not coverage for lightbulbs on the vehicle. The one covered failed part is the ball joint and it was fully covered aside from the deductible per your repair facility's final invoice sent into ***.

  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:07/09/2022

  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 Powertrain policy with Carshield on 05/29/2022 for my 2017 Infiniti Q50. Coverage is administered through ******** **** ******. The evening of 06/20/2022, I noticed I heard a knocking noise from my car while driving it home back from the grocery store. There were no warnings displaying in my car (i.e. check engine, battery, etc.) When I got home, I called the repair shop immediately. Because they were closing for the day, they informed me that they would be opened in the morning and that I could bring in my car. The next morning, 06/21/2022, I drove my car into the repair shop as soon as they opened. My car was operable and I had no reason to think I shouldn't drive it to the repair shop 4 miles away. Because I was heading out of town on vacation that morning with my family, I didn't stay at the repair shop. The next day while on vacation, the repair shop called me about my vehicle and explained what the issue was. They explained that one of the rod bearings in my car had broken and is causing a knocking sound in the engine. I informed them that I have Carshield and inquired if they accepted Carshield. They said yes. I emailed them my policy and they contacted Carshield immediately. On 06/23/2022, the repair shop contacted me while on vacation and indicated that ******** **** ****** needed my authorization to "teardown" and identify the cause of the problem. Although this step was not necessary in diagnosing the problem, I provided authorization and I paid $1,225.54 electronically as requested. An adjuster was to come and review the teardown and update the repair shop within 48 hours. I was not given a claim number to reference until 06/29/2022. I called ******** **** ****** 07/01/2022 for an update. They inform me that they were in need of my service records. I emailed them the same day. They never responded. 07/07/2022 I contacted them and provided more info. They have yet to prove my claim and honor repairs according to contract,

  

  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. Their notes stats that due to the condition of the rod bearing and mating surfaces shown in the inspection report, severe continued operation is apparent.  After reviewing the inspection report and some of the calls, you did indeed state that you drove your vehicle in to the shop. The damages inside the engine are consistent with continued operation as the rode bearing that is spun is heavily mashed outside of the rod and rod cap. *** will be moving this claim forward with authorization once I get MCE options between replacing the root cause of failure parts vs replacing the engine assembly.  We have also outlined below the section of the contract regarding the event of a breakdown occurring. We have attached a copy of your contract for your convenience. 

  WHAT TO DO IN THE EVENT OF A BREAKDOWN
  • Take immediate action to prevent further damage to YOUR VEHICLE. This CONTRACT will not cover repairs for damage caused by continued operation after a BREAKDOWN has occurred.    
  • Deliver YOUR VEHICLE to a REPAIR FACILITY. If YOUR VEHICLE cannot be driven without causing further damage, YOU may have YOUR VEHICLE towed by calling ************* for towing services provided in the Roadside Protection Coverage Endorsement.
  • Please see the Roadside Protection Coverage Endorsement for information about roadside services.

  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:
  
  

  A vehiclebreakdownis a mechanical or electrical failure of amotor vehiclein such a way that the underlying problem prevents the vehicle from being operated or impedes the vehicle's operation so significantly that it is very difficult, nearly impossible, or else dangerous to operate. Vehicle breakdowns have various causes. Depending on the nature of the problem, the vehicle may or may not need to betowedto anautomobile repair shop.

  A "breakdown" is also referred to when a car stalls on the road. A vehicle stalls for a number of reasons ranging from a dead car battery, fuel pump, poor quality fuel, faulty electrical wiring, fuel pressure problems, overlooked leaks or missing caps.

  By definition, my vehicle did not breakdown, nor was it very difficult or nearly impossible, or dangerous to operate.  There was no check engine light, and no warnings displayed on my vehicle.  My vehicle did not even stall.  The "continuous driving" that ******** **** ****** is alleging is the 4 mile drive from my driveway to the auto repair shop.  

  I am also rejecting this response because ******** **** ****** was informed by the auto repair shop that one of my connecting rods had broken and will require a new engine.  ******** **** ****** required that the auto repair shop complete a "teardown" of my vehicle in order to confirm that the diagnosis.  The repair shop informed ******** **** ****** that a teardown was not necessary to diagnose the problem with the vehicle.  ******** **** ****** stated that before they would approve the claim and repairs, I must authorize the teardown and pay in full for the teardown.  I agreed to pay for the teardown.  An inspector came out and verified that indeed the auto repair shop was correct in their diagnosis.  However, ******** **** ****** was deceitful in their statement and action, as they did not approve the claim within 48 hours, nor did they approve for the estimated repairs.   I was informed by ******** **** that they had 48 hours to respond to the findings from the teardown.  It was over 5 days before ******** **** ****** provided a response.  After ******** **** inspected the teardown, and over a week later with the auto repair shop and myself calling them daily, they requested service records for my vehicle.  I emailed them all of my service records from 2017-2022.  More than 48 hours later, ******** **** ****** stated that I had to answer a few preliminary questions before the claim could be approved.  They asked when did I take the vehicle to the repair shop and if I drove the vehicle or had it towed.  I informed the representative that I drove my vehicle to the repair shop, as it was operable and wasn't broke down.   I also informed the representative that I parked my car in my driveway and did not move it until the next morning when I drove it immediately to the repair shop.  However, ******** **** ****** falsified my statement indicating otherwise.

  
  

  The auto repair shop informed ******** **** ****** that the recommendation to repair my vehicle would be to install a new engine, as replacing the rod bearing would not bring my car back to operation specifications, which is what ******** **** ****** guaranteed in the contract regarding the engine.  If ******** **** ****** was not willing to honor the contract and was going to refuse to replace my engine, they should've stated this immediately when the repair shop indicated the cause of the problem before even doing the teardown.  Because of ******** **** ****** requiring a teardown and then not honoring the agreement, I am left with having to pay over $5,000 dollars out of pocket towards the cost of replacing my engine.  This does not include the approximately $1,200 dollars I paid for the teardown.  Had they honored the contract and had not implemented dishonest tactics and practices, my vehicle would have been repaired to operating specifications.  Had they even not required a teardown in the beginning and informed the auto repair shop in the beginning that they would only approve for the replacement of the rod bearing, I could've made an informed decision to have my vehicle returned to me so that I can trade it in and use it as a downpayment for a new vehicle.  However,  with my vehicle in the auto repair shop for nearly a month now due to ******** **** ******'s dishonest practice and lack of follow through and effective communication, I have been forced to purchase a new vehicle so that I am able to transport myself back and forth to work.  I have also not been able to receive car rental assistance as ******** **** ****** had not approved nor informed me of any claim approval as of July 15, 2022.  I also have not been reimbursed for my car rentals from the previous weeks.  The auto repair shop also has complained of the dishonesty and ill practices of Car Shield/******** **** ******.  As of today, there are several clients from the auto repair shop of Car Shield/******** **** ****** that are in similar situations with their vehicles (i.e. still in repair shops awaiting approval from Car Shield/******** **** ******, or being denied what is in the contract).  ******** **** ****** needs to approve the total amount for repairs for my vehicle as indicated in the particular Powertrain warranty I have purchased from Car Shield, as I did not violate my contract, the rod breaking was not a result of neglect on my part, and as indicated by a certified auto mechanic with veteran experience the cause of failure was not a result of me transporting my car to the repair shop.  Even the auto repair shop had to drive my vehicle from the front parking lot to the premises where the mechanic could properly inspect it.   

  
  

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

  

  Business Response

  Date: 07/18/2022

  Thank you for reaching out us again regarding this matter. 

  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 issue a full refund but it will void the authorization from ***.  If you wish to receive the full refund we would require your signature on a Settlement and Release Agreement.  Please email [email protected] if you wish to proceed with cancellation of your contract, full refund and void of any authorized repairs. 

  Customer Relations