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:06/30/2022

  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 6/1/22 Carshield replaced the transmission in my car after the mechanic and their inspector determined that the transmission was the reason the car was not performing correctly. However, after repair, the car still was not running correctly so the BMW dealer was able to troubleshoot the issue to state that the transfer case also needed to be replaced due to the old transmission causing damage on this part as well. So on Monday, June 20th South Motors BMW contacted Carshield to request a repair authorization for the transfer case for my 2018 BMW 750i. On Tuesday 2/21/22 Carshield stated that they are reviewing the claim and would follow up the following day which would be Wednesday. Wednesday came and went without communication from CarShield. We contacted Carshield on the next day which was Thursday 6/23/22 regarding status of the claim. Carshield didn't send out an inspector until Friday 6/26/22. Once the vehicle was inspected we were told that we would have some resolution within 24-to 48 hours. On Monday 6/27/22 through Thursday 6/30/22, we followed up for status and we were told that they are still working on the claim. I have been driving a rental car for the last 13 days, & late this afternoon I received a phone from a Carshield rep stating that they are denying the claim. They approved for the transmission to be repaired however failed to approve the transfer case repair that the original transmission destroyed. So now I have a car that isn't operable and I am required to pay almost 14 days for rental car expenses after the Car Shield inspectors took their sweet time reviewing my claim. The sad part about this is, that they could have rejected the claim within 48 hours but instead took 6 days which caused additional expenses to me that could have been avoided. I would like Carshield to complete the repairs as required. I honestly feel like they're trying to avoid doing what they're required. I have forwarded my concerns to my attorney.

  

  Business Response

  Date: 07/07/2022

  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. WE forwarded your complaint to *** who reviewed it. They inform us there are 2 claims involved with this repair. The first claim was done at Auto Miami Performance. This claim was called in with a transmission failure. There was no codes stored only a low speed shudder reported. This condition was confirmed with an inspection and instead of having RDI done to verify the exact internal failure on the transmission the claim was moved forward with the  repair facility's diagnostic and authorized using your repair facility's parts. After the repair was done the vehicle was still having issues and the vehicle was moved to a new repair facility who now says the issue is in the transfer case not the transmission. This shows an improper/incomplete repair from the first RF that was paid for by the contract.

  This matter needs to be addressed with the initial repair facility since they moved forward with a repair they stated would fix the vehicle and it was paid for by the contract and it has not fixed the vehicle. The vehicle will need to go back to the initial repair facility either way. The inspection report shows the transmission pan is leaking and your repair facility just installed the transmission they supplied so that should be covered under their warranty. There are other notes on your account that there was a call for a failed bushing on the transfer case. That is not a covered component on this contract.
  
  The final resolution is you need to go back to the first repair facility and have this addressed by them since the repairs have been paid for and the vehicle is not fixed.

  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:06/30/2022

  Type:Customer Service 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.

  The contract date was 01/31/2022, and I was to pay $117.96 every third of the month, my contract #MRF4021489. And I did pay on time every month since. I asked when making this purchase knowing my car was older, (****) about specific things such as tune up's ECT and was told that yes those things would be included and I would have no problems if I needed these things to be done, as long as I purchased the highest warranty that they provided, so I did. On 06/28/22 I called the claims department stating that my engine light came on and they gave me 7 different repair shops to call to take my car in to get estimate and all but 6 told me they would not deal with this company for one reason or another, and by this time I was getting very scared, on 6/30/22 the one car shop that did let me bring my car in to **************** ****) he reviewed the contract that I brought with me, gave me an estimate and actually called the claims department to car shield, spent an hour on the phone with them stating my contract covers my problems with my car and car shield denied me. I came home and called them immediately and still was told they were not going to do anything for me, I then asked for my money back on all the months that they have been paid to and was again told no, I have not had any other claims with this company so everything that I given is just throwed away, I am not rich and I have to make it to work everyday to feed and house my family, I was deceived into thinking this company would be beneficial in the long run but now I am screwed, now I have no money to fix my car and this company is just living large off of there lies and deceiving antics (commercials, lying sales representatives, ect.) All I want is my money back so I can do the repairs that need to be done or this company hold up there contract. Thank You For Listening

  

  Business Response

  Date: 07/07/2022

  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 repair facility called in for a tune up of plugs and coils, 4 O2 sensors and shocks. This contract does not cover any of these items. Please see Section B of your attached contract for a list of covered components. 

  You may choose to keep your Vehicle Service Contract for future covered repairs or you may choose to cancel your coverage.  However, on a monthly renewing contract, you pay for the months you are covered and may cancel at any time or keep your coverage as long as you would like.  If you choose to cancel your service contract,you would receive a refund of your last 3 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature. Please make sure to include your name and contract number (MRF4021489) 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: 07/10/2022

  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:06/30/2022

  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 6/30/22 Carshield denied my claim to fix my 2007 Ford F-150, everything my mechanic put in a claim for they denied it, The sales person told me that my whole engine was covered when he soil me this policy on 12/23/21. I asked for my money back if they were not going to fix anything on my truck and they said all they would do is cancel my policy.

  

  Business Response

  Date: 07/08/2022

  We appreciate you bringing this to our attention. 

  All CarShield contracts come with a 30 day review period which gives our customers ample time to review the terms, conditions and covered components and cancel if they decide the coverage doesn't work for them. A list of covered components can be found in Section B of your contract which we have attached for your convenience. 

  Also 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 reviewed your claim and concluded that the repairs requested at the time the claim was called in were all not listed for coverage in your 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

  As a resolution,  CarShield will refund your last payment upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the 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:06/30/2022

  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 had a CarShield account for a five year term. When the time period was over I did not renew the account. Now I get letters in the mail and phone calls to get me to activate the account again. It is annoying especially the phone calls!!

  

  Business Response

  Date: 06/30/2022

  Thank you for bringing this to our attention. 

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

  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:06/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car ****** & ******** **** is not adhering to expectations of the warranty or escalation. My car has been in the shop two weeks. The repair facility has reached out without communication from the adjuster. The company keeps setting wrong dates of the claim and escalation of the matter promising resolution within 24-48 hours. Every time you call the agent keeps saying 48 hours. Once that time frame has ended they reset the matter. The Supervisor states me the customer can not speak to the adjuster nor their department because they only communicate with the repair facility. The repair facility can not get any communication either. In actuality, they are left leaving a message without call back. None of these actions are align with the warranty.

  

  Business Response

  Date: 07/07/2022

  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 spoken to you and are moving the claim forward. 

  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. Car****** is suing the BBB-St. Louis. Car****** recently filed a lawsuit against the BBB-St. Louis. The lawsuit asserts that the BBB- St. Louis is biased against Car****** 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:06/30/2022

  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 had this insurance on my vehicle since February 2022. I Traded in the insured vehicle on May 31, 2022 and two days later CarShield debited my bank for the months premium. I immediately called requesting the cancelation a my policy and return the prorated amount back to me. I was told i had to submit my request via email and I would get my refund after they receive my request. After two attempts to contact them with info on my request, I called (25 days later) and they said refund denied, month to month policies have no refund. What kind of business has that stipulation? They pocket peoples money every day when they wish to cancel mid month. They’re making a fortune cheating people out of their hard earned money. Plus the fact they did not respond back to me with their final decision, they just keep your money and ignore the issue at hand. *** *** *** ****** *** are an embarrassment to their fans for false representing and advertising the company for a dollar bill! Their careers must not be in demand so they had to settle with a lie!!

  

  Business Response

  Date: 06/30/2022

  Thank you for bringing this to our attention.

  Please send the bill of sale for the Chevrolet Traverse to ****************** and we will be happy to refund your payments from the date of sale. 

  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:06/29/2022

  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.

  My Car Has Been In The Shop Since April 27th And Carshield Is Not Doing What They Are Suppose To, They Requested For The Auto Shop To Tare Down My Motor For Inspection Which Has Been Done The Auto Shop Has Contacted Them On Several Occasions I Have Seen Proof Of This On June 27th And They Were Also Called While I Was At The Auto Shop Carshield Is Playing Games And Not Communicating With The Auto Shop And Just Steady Taking My Money, And It's To The Point Where I Want To File A Lawsuit Against Carshield.

  

  Business Response

  Date: 07/07/2022

  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 repair facility has not performed the requested disassembly and diagnostics that have been requested per the terms of your contract.  *** has asked your repair facility repeatedly for weeks and even sent an inspector and found they were not ready. Another inspection was requested and *** is waiting to see if your repair facility is able to demonstrate a failure and has completed the needed disassembly the claim will proceed. *** will be waiting for the results of the inspection report.

  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: 07/10/2022

  Complaint: ********
  
  They Refusing To Pay For The Repairs Because Of This Complaint, And I Know That's Why, I Can't Get My Car Until They Pay For The Repairs..
  
  
  
  
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 07/11/2022

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

  Customer Relations

   

  Customer Answer

  Date: 07/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:They Are Refusing To Pay For Repairs And I Have Proof That What Is Wrong With My Vehicle Is Covered By Them If I Lose My Car I'm Filing A Lawsuit
  
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:06/29/2022

  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.

  My car is still at the service center since March 24th 2022 and it is still there waiting for parts with No ETA, but yet they still want payment. The length is ridiculous, also no communication with car shield and service center. I am the middle man with communication. They also will not get me a rental. I talked with them today and still no ETA. The service center can get the part within the same day. Why do i have to wait so long for my car. My opinion, they did not hold up there end on the contract. Last thing i think they should do sunce my car hasnt moved in over 3 months that i have a serious concern about my new tires that are in there have flat spots now. So i think they should buy me a new set of tires as well if i do so have flat spots

  

  Business Response

  Date: 07/07/2022

  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, the bearings needed to finish the internal differential build are apparently made from unobtanium or some other rare metal. *** has requested that their parts department searches or tries to find a suitable replacement that can be used. *** will also reaching out to their local dealer to gather more information about the OE unit and how far away that would be.

  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:06/29/2022

  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.

  So I bought a used 2013 **** f150 from ********** in ***** *********. Everything was all good no issues. And since time of purchase I changed the oil one time and the vehicle got looked over and everything was perfectly fine and it ran great no issues with oil or nothing. So the H34323430373131****35Hhip didn&#**;t offer a H31**303835363538**38H so I got a H31**303835363538**38H through carshield. Well about 23 days after I activated my H31**303835363538**38H the truck just died dead on the road. My repair facility towed it to shop and checked oil which was covered in metal shavings and chunks of metal. So I filed a claim to carshield. They did the inspection and looked it over. And it needs a new motor. Final decision cane out today saying because of the metal shaving in oil that it&#**;s a pre existing condition so they denied my claim. I want to see what I gotta do to get them to cover it or filed a complaint because there was nothing wrong what so ever until day of failure. So please help me. I need my vehicle to get to work and support myself. And I can&#**;t afford to pay out of pocket. I truly don&#**;t know what carshields game is but they really just screwed me. I&#**;m paying a monthly premium for coverage and they don&#**;t cover mechanical failure. Please help

  

  Business Response

  Date: 06/30/2022

  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.  Per their notes, your claim was denied as a failure in the waiting period due to the excessive metal in the engine.  AAS reviewed the service records and the vehicle had an oil change shortly after vehicle purchase.  ******* change facility installed a oil filter PN OF2222, the repair facility working on the vehicle for the breakdown identified that this was an incorrect oil filter.  AAS researched this and they are correct.  This filter may have fit but it is smaller than the factory recommended filter and is not recommended by the manufacturer.  https://www.servicechamp.com/p/OF2222

  In fact, the manufacturer of the filter does not list this vehicle as an acceptable use.  Note the link below and click on cross reference and it does not list a **** F150 as an acceptable application in the cross reference section, it does not list one **** vehicle at all.  This constitutes incorrect maintenance and the engine failure is denied.  Oil filters are engineered for specific pressures, flow rates and filtering specifications etc.  Use of an incorrect oil filter will have a negative impact on protecting the engine and cause a subsequent failure down the road.   You need to address the engine failure with  the facility that performed the oil change.  The engine is a twin turbocharged engine with very specific oiling requirements.   Your CarShield vehicle service contract is not responsible for the needed repairs due to this incorrect maintenance. 

  As a courtesy and in consideration of the situation, 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 (MRF4198002) 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: 06/30/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  The oil filter was the same as the right one it was just a low profile filter and not a long one I have the diagnosis in my phone so you really can't try and ******** me with your ******** reasons. That is not the reason
  
  
  Sincerely,
  
  
  ***********************

  

  Business Response

  Date: 07/07/2022

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

  Customer Relations

   

  Customer Answer

  Date: 07/07/2022

  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:06/29/2022

  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 an extended warranty from this company 14 months ago, I filed a claim with them in February of 2022 regarding a mechanical issues with my car, I took it to the dealership who stated it was an electrical issue and would need a new engine. Carshield did send a new engine for the car but it arrived damaged. Carshield has stopped communicating with my dealership, They are refusing to pay for work that is clearly stated in the policy as covered items. I never received the rental car I was promised. My car is sitting in the shop with a $3200.00 balance due. This company is scamming consumers and causing more headache and stress than needed.

  

  Business Response

  Date: 07/07/2022

  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. ******** **** ****** states they spoke with you and asked you to please reach out to yur repair facility and ask them to contact *** at their earliest convenience.  *** needs to review information with your repair faility and figure out what needs to be done 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

  Customer Answer

  Date: 07/18/2022

  I have gave my mechanic the information mentioned in the business response, now ******** **** ****** is giving us a runaround too.

  Customer Answer

  Date: 08/19/2022

  I would like this complaint to be reopened.  They assured me that all the parts for the engine to be covered.  The dealership says I need an exhaust manifold and they are trying not to cover it.  They had them to put the engine back together and now my "check engine light" is on.  My car is not repaired properly due to Carshield not covering all the part they said they would.  

  

  Business Response

  Date: 08/23/2022

  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 ***********************************, by mail 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

  Customer Answer

  Date: 09/06/2022

  My issue with carshield have not been resolved I got my car back from Balise and it’s not properly running that destroyed my car!