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:07/06/2022

  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 Carshield on March 23 2022. I had a car break down and all they did was put me on hold and recommend going to Advance Auto. Last time I checked, Advance Auto did not repair cars. I want a full refund of all the money I have paid in because they could not even get me to a mechanic to repair. I even offered viable solutions such as take it to the Cadillac dealer. I even offered to help pay the difference. Carshield said they could not do that since the Cadillac service didn't accept Carshield. Several shops I talked to wouldn't take Carshield because they are hard to get in touch with and they don't want to pay. Their commercial makes you think they pay for everything. The quote on the ads is who does that!

  

  Business Response

  Date: 07/08/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per their notes, you contacted *** with a pre-claim and were given the name of a few repair facilities from the preferred repair facility network.  There are 2 repair facilities within 20 miles of your zip code on the list and 91 within 50 miles on the list. *** is willing to work with any shop that is willing to work with them.  If you wish to proceed with your claim you will need to find a repair facility that is willing to work with the terms of the contract and have them diagnose the vehicle and call in a claim. There is no indication in the notes of what the vehicles issues are. 

  If you choose not have find a repair facility in your area and wish to cancel your contract, CarShield will refund your last 2 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:07/06/2022

  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.

  Please see attachment

  I have never requested their business and have requested several times to be taken off their contact list. I believe a known person is requesting that information be sent to me in order to harass me.

  Copies of the mail I have been getting is attached. When I call the numbers listed on the mailers, they are not real. I have opted out of their mailing list several *********************** but continue to receive mail.

  

  Business Response

  Date: 07/07/2022

  Thank you for reaching out to us regarding this matter. 

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

  Customer Relations

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

   

• Initial Complaint

  Date:07/05/2022

  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 been paying for coverage through car shield for some years now. I recently had an issue with my Nissan Maxima. My maxima stopped operating and it was sent to a shop and we were told that the engine needed to be replaced. Car shield denied the claim stating that We neglected to keep the vehicle safe. I never did anything that would put my vehicle in a unsafe situation. I take good care of my vehicles. I sent them the service history so they couldn’t deny me for that. I don’t understand and I would like a refund of the payments that I have made to them these past years. They had no reason to deny my claim and this ultimately resulted in me loosing my vehicle completely. The mechanic put a lien on my car after they denied me for coverage and I could not afford to pay the cost the mechanic needed for the break down of the vehicle.

  

  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. 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. Per ***' notes you admitted to your repair facility that you drove vehicle into large volume of water and immediately after is when the engine quit. Furthermore during the inspection your repair facility found your engine full of water and bent valves. This is a clear and direct violation of the contract policy terms and conditions.

  *** suggested you file a claim with your collision insurance.  It would likely be covered but is clearly excluded from the terms of the your contract. 

  Your contract has been cancelled as requested.  CarShield will refund your last payment as a courtesy.  You will receive the refund in 3-5 business 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

  Customer Answer

  Date: 07/12/2022

  Complaint: ********
  
  I am rejecting this response because: I never told anyone that I drove through a large amount of water. The car cut off on the same street that we live on. It was raining when it happened but I never said I drove through water. There are neighbors that can verify they saw us having to get the car towed. The tow company can even vouch for that when they came to get the car. So I don’t know where that came from. As far as water being in the engine, carshield had to move the vehicle several times due to the fact one dealer won’t work with them and the other said they are sick of working with them and would no longer take their claims. My car was moved shop to shop over the course of 2 months. When the last shop received the car they said that there were loose screws under the hood. So there is no telling how the water got in there. 
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/05/2022

  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 been paying into car shield for over a year. The time that I need them to cover what the claimed they would cover, they are saying they cannot because the repairs needed are not on covered parts. The repairs for my car are on: *** ***** ***** (covered part of Transfer Unit) Oil Housing Gasket (covered part of Seals and Gaskets, and Engine) We have been denied coverage twice now and I want either a refund for the repairs that I paid for out of pocket or a refund of my monthly payments. I am also trying to upload documents with your button below, but it is not allowing me to do so.

  

  Business Response

  Date: 07/08/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per their notes, this was a pre-claim and it was adjudicated correctly. There was multiple items called in but they are all not listed for coverage per the terms of the contract. First pre-claim was called in for the tone ring on a CV axle shaft. The contract only covers the joints themselves if the boots are intact on the CV axle.

  There was a fluid service on the transfer case which is a maintenance item an oil leak which this contract does not cover seals and gaskets as a stand alone repair and an issue with the A/C. This contract has no A/C coverage. There was reported codes for low oil which that would not be covered and some failed speed sensors that are also not listed for coverage. We have attached a copy of your contract for your convenience, please reference Section B of the contract for a list of covered components. 

  Although CarShield has no contractual obligation to do so, we will refund your last 4 payments as a 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:07/05/2022

  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 currently have a warranty with this company that covers most everything, but specifically in the contract it states it covers engine issues. A few weeks ago, my vehicle which is a 2013 Audi A6 was having issues where I had to take it to the shop. When at the shop, the mechanics stated the issue is an engine issue. When speaking to CarShield and submitting my issue with them, they now claim what I need repaired is not covered by them. As mentioned, my contract states engine issues are covered. My vehicle has been in the shop for almost 2 weeks now because I am trying to get this sorted out with CarShield.

  

  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 informed us they have tried to contract you regarding this matter.  They state you did not answer and they left a voicemail and also send an email informing you *** needs for records before claim review can proceed.

  Please contact them at ###-###-#### your earliest convenience to move your claim forward.

  Customer Relations

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

   

• Initial Complaint

  Date:07/05/2022

  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.

  They will not pay for the repair or replacement of the engine. They say that they will pay for the replacement of the timing chain, but that is all. I have the diamond coverage, and engine is the first thing on the repair/placement list.

  

  Business Response

  Date: 07/08/2022

  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. Your claim was reviewed by the Legal Claims Director for AAS, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Your claim is set up to cover the timing chain set which was the initial cause of failure and denied engine replacement due to continued operation. The timing chain shows significant wear after the failure started. It has even wore a hole in the valve cover from extended operation with a failed timing chain. This would have been extremely loud and would have been very noticeable long before it got to this point. The authorization for the timing failure is well over what has been paid into the contract for premiums so there is no further resolution to be offered. 

  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

  ********************** 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: 07/08/2022

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

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have just received my 3rd Notice after I have told them not to mail me any more correspondence from them. Also, they cannot get the correct year for my car on my notice which shows me that they are clueless about their objectives. I have never owned a 2018 Hyundai Elantra. This infuriates me because of the spam calls and repeated request not to call or send me notices about warranty is totally ignored.

  

  Business Response

  Date: 07/07/2022

  Thank you for reaching out to us regarding this matter.

  Your contact information was added to our do not contact list on 7/5/22 as requested. Please allow 7 days for our database to reset. 

  Customer Relations

   

• Initial Complaint

  Date:07/04/2022

  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 literally typed until I ran out of caraturturs. Basically I paid 5 months premiums and when my car broke down I ended up paying for 2 diagnostics and my car is still broke and I can't get anybody on the phone who is able to make a refund. They have cost me extra time and money and my car is still broke. I can't type all that again. Please call me. The want me to pay $800 so they can look for a reason to deny my claim. Refund or fix the car.

  Customer Answer

  Date: 07/06/2022

  See attached pdf

  Customer Answer

  Date: 07/12/2022

  I never had a carshield policy other than the one started in February of 2022. So any other claims against carshield from a later date is not mine nor is connected.
  Thank you, I'm have difficulty negotiating the internet from a phone.
  Thank you,
  ***********************

  

  Business Response

  Date: 07/12/2022

  Based on the name, phone number and email address provided in your complaint, we are unable to locate your CarShield contract. Please email ******************************* with your contract number so that we can properly address your concerns.

  We look forward to hearing from you.
  

  Customer Relations

  Customer Answer

  Date: 07/13/2022

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

  

  Business Response

  Date: 07/13/2022

  Based on the phone number you provided, we are unable to locate your CarShield contract.  Please send the contract number. 

  Customer Relations

  Customer Answer

  Date: 07/14/2022

  ************
  CS contract number:MRF4029323
  

  

  Business Response

  Date: 07/14/2022

  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. Based on the claim facts this engine failed due to a piston coming through the side of the block and someone repairing it or hiding it with *************. Photos confirmed this. No coverage can be applied as this was an improper prior repair.

  As a resolution, CarShield will refund your last 2 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (MRF4029323) 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: 07/15/2022

  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:07/01/2022

  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 CarShield insurance several months ago. Today I had to take my car in for repairs due to a check engine light. The auto repair company called CarShield on my behalf to start the claim. CarShield informed them they wouldn’t cover those repairs. When I was sold the insurance by a CarShield salesman, he said “if ANYTHING breaks on your car, we will cover it.” Now I’m told they don’t cover several different car parts by CarShield when I called today. They auto repair shop owner also told me, that “unfortunately, you are not the first person to tell me this story about CarShield, you’re probably the 100th!” I would like the BBB dispute resolution team to follow up on this claim with CarShield on my behalf and arbitrate. Otherwise, I am going to contact a lawyer. Thank you, **** ******** ************

  

  Business Response

  Date: 07/08/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract. The claim is a solid denial based on the failed part not being listed for coverage in the contract.  A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  We have also reviewed the recorded sales call and can confirm that the sales rep did not once state that if ANYTHING breaks, it is covered. He went through a short list of items stating this covers power train components etc. 

  As a resolution, CarShield will refund your last 2 payments upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (MRF4012971) 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:07/01/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please be advised that our office has been retained by ****** ****** in connection with the above reference warranty that Ms. ****** impulsively purchased after seeing an advertisement on television touting the fantastic benefits of your warranty. Ms. ****** made the purchase over the phone on March 24, 2022, and she marveled at how nice the voice on the other line was. Your salesperson aggressively used Ms, ******'s lack of sophistication as a purchaser as a bargaining tool and upsold her from the basic warranties offered to the "Platinum Coverage, Month to Month with Roadside Assistance." He assured Ms. ****** that this policy was the absolute best offered, and that it would give her peace of mind by covering any mechanical problems that might go wrong with her vehicle. She had spoken about how much her Jeep meant to her and her joy she has had repainting, and placing accessories on her Jeep which had been purchased near the time of her Mom's passing in 2009. Your salesman apparently capitalized on the vehicle's sentimental value to her. Within moments of Ms. ******'s purchase over the telephone, her husband, Mr. ******, repeatedly warned her that she was making a mistake and that this type of product was almost always a waste of money. In retrospect, Mr. ****** was proved correct. Ms. ****** owns a 2007 Jeep Wrangler (Vin No. *****************), with just over 80,000 miles. The vehicle was in excellent operating condition at the time she purchased your warranty, but Ms. ****** was convinced by the alluring advertisement featuring celebrity "Ice-T" that the product she was purchasing would fairly protect her if anything would fairly protect her if anything would go wrong in the future. Ms. ****** is of limited means, so the purchase, while a struggle financially, gave her a sense of security. She dutifully and punctually made the substantial (for her) $144.91 monthly payments after she purchased the warranty, despite facing a tough financial position. She relied upon the promises of the salesman and knew that she needed to keep up with her monthly payments to abide by the agreement. In about May 2022, Ms. ****** noticed what she describes as a slight "ping" noise in the engine and she became concerned and called CarShield. She received a call back from someone from "American Auto Shield." She was directed by ******** **** ****** to bring the vehicle to the ****** ***** ******** **** *** dealership, which was the recommended and authorized dealership for service and repairs, suggested by your company to Ms. ******. She then followed what she thought was the appropriate protocol pursuant to your warranty and reported that the vehicle was in the shop on June 9, 2022. After numerous outgoing calls (nearly 30 documented just in the last month) with no return calls, she was finally put in touch with an "adjuster" who indicated that he would inspect the vehicle at ****** ***** ********* **** *** where it was being garaged pending inspection. Within a few days, she received a telephone call from your staff announcing that the engine were not covered within the warranty because the internal parts of the engine were not "oiled" and therefore, not covered. Upon receiving the call from your staff verbally denying the claim Ms. ****** reached out to her service advisor at the dealership. Ms. ****** informed her service advisor, **** *****, of your adjuster's conclusion regarding what was wrong with her vehicle. Her service advisor was shocked by your company's assertion that the engine had no oil, and Ms. ****** did, in fact, have an oil change recently. She had an oil change a mere one month prior to this incident, and **** assured her, of course the engine contained oil. Your company stated that she needed more than just the basic oil change invoice that she provided, and needed further records in order to be covered. Ms. ****** then attempted to reach out again to your company to no avail. She reports not being able to reach any representative and, to this date, reports having never received any explanation for the denial of coverage except for the one single telephone call. Ms. ****** was never offered a rental vehicle while her car has been in the shop for the past month, despite this accommodation being indicated in her Platinum contract. She has instead had to rely upon her son's vehicle to get her to and from doctor's appointments, the grocery store, and other obligations. She was given no assistance or accommodations whatsoever by your company after having been told that the repairs to her vehicle would not be covered. Our review of your warranty makes it readily apparent that the warranty is riddled with an arguably absurd preconditions for making any claim. Further there are a host of limitations and legal verbiage that appear calculated to dissuade anyone from recovering on a legitimate claim. At this juncture, it is patiently unclear to Ms. ****** (or to this office) what your company is relying on to claim that there is no coverage. Florida law, however, in particular Fls. Stat. 626.9541 and Fla. stat. 624.155 provides that any denial of coverage must be in writing and be sufficiently clear to the consumer. Your company has done neither. Those statutory provisions further provide for a civil cause of action which will be Ms. ******'s next step if a satisfactory resolution cannot be reached. We are copying the ******* ********** ** ******** ******* ******** ******** ******** ****** *****, and, by copy of this letter, reporting your business practices. We are further making a demand, immediately, for your company to honor the legitimate claim made on the warranty that you sold to Ms. ******. Depending upon your response to this letter, and without waiver of any other claims, Ms. ****** is specifically reserving the right to initiate against your company. In the event that litigation becomes necessary, you may be confident that there will be a claim for fraud, misrepresentation, and violations pursuant to Fla. Sta. 634 regarding Motor Vehicle Service Agreement Companies. Your alleged warranty is further in violation of Florida's Deceptive and Unfair Trade Practices Act and the complaint will include a claim against your company for attorney fees. Should you deny this demand, this is to put you on notice that you must preserve any and all records, including telephonic recordings in this matter, as it may be an issue for a legal proceeding. We will expect to have a prompt reply to this letter within thirty (30) days of this letterhead date. All correspondence intended for Ms. ****** should be directed to the undersigned.

  

  Business Response

  Date: 07/07/2022

  Thank you for reaching out to us regarding this matter.

  Ms ****** filed a complaint against CarShield on 6/16/22.  We have attached a copy of our response to that complaint.  Please email ****************** with any additional questions you may have after ready our original response. 

  Customer Relations

  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 was inspected twice, once before disassembly and once after. The engine exhibited signs of very significant oil leaks prior to disassembly. You stated the problem started a week prior to taking the vehicle in. You also stated the vehicle possibly had oil leaks, checked the oil every 3 weeks and it was low every time. The second inspection showed the engine partially disassembled. The wear on the bearings do not show a failure but consistent damage due to a lack of lubrication. This engine has clearly been run low on oil and this coincides with the extensive long term oil leaks on the engine, as well as the customer’s statement of the failure. Although this contract has coverage for seals and gaskets, the cause of the oil loss and subsequent damage, the inspection report shows evidence that they have been present for far longer than the 552 miles and 41 days since your contract was purchased and this is further reinforced by your statement of consistent oil loss from the engine. This claim is denied for preexisting condition and failure to maintain correct fluid levels in the engine resulting in the failure. As a resolution CarShield will refund your last 2 payments upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature. Please make sure to include your name and contract number (**********) in the subject line for faster processing. Customer Relations