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:06/29/2022

  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 made monthly payments to Carshield to Insure my cars motor and powertrain for $109.99 a month for 17 months. From January 8,2021 to June 2022. Carshield doesn't want to cover my timing belt/water pump in my vehicle. They gave me the run around with many different agents from the company. During the month of May. I called Carshield to confirm that I needed some work done to my cars(timing belt/water pump). I ask them was I cover for the repairs. They said Yes..I called the auto repair shop to let the know about Carshield, and that I was covered for the repairs. I then set up an appointment with the repair shop for Tuesday June 21,2022. I proceeded to call Carshield once again to confirm my coverage. But then Carshield then told me that I'm not covered. I talked to 6 or 7 different agents. No luck. I was told that my car wasn't properly maintenance. I then proceeded to download my maintenance Reports to them,and by the very next day my claim was denied. So now I have to pay $1,200 dollars of my own money, to fix my car. Carshield owes me about $1959 dollars for not holding up there end of the contract. My car is currently in the shop,as of June 29,2022.

  

  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 timing belt was causing issues and noise.  The timing belt is covered but has a maintenance replacement interval from the OEM of every 60,000 miles.  The vehicle has 181,000 miles on it at this time.  This means the timing belt required replacement 1,000 miles ago as maintenance. 

  As you did not have the maintenance performed, the claim was denied. Although CarShield has no contractual obligation to do so, we will refund your last 5 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

  Customer Answer

  Date: 07/11/2022

  Complaint: ********
  
  I am rejecting this response because: The company is sending inaccurate and uninformed information.  

  They told me that I was covered when I told them what work needed to be completed on my vehicle, and then when I gave them all the information that was needed to get the job done, they then told me that I was denied. They denied me due .to the fact they claimed i had "no maintenance" which is inaccurate.  I have all of my paperwork that was submitted to them showing all of the maintenance that was done on my vehicle. When I started with Car Shield I already had 150,000+ miles on my vehicle and they still accepted my vehicle. I had only put 24,000 miles on my car in the 2yrs that I have it. According to the Acura Dealership, my timing belt was or would have been due between 60,000 to 90,000 miles for the timing belt and water pump to be changed. On my car roughly 3 to 4 weeks prior i contacted Car Shield, and i explained to them the situation with my car. I asked them if I was covered and they said yes, the timing belt is covered under Car Shield. Within 2 weeks I was making appointments with the auto mechanic to fix my timing belt and set up an appointment with ******* ****.  June 2022, I contacted Car Shield they denied my claim for me to get my timing belt fix. I spoke with many different agents from Car Shield that kept finding various loop-holes when I asked why they were denying my claim that was initally approved and covered. I made timely payments from the initial payment until June 2022. I looked up Carshield  the BBB and most of the reviews on Carshield was negative and rated overall an F. Even if my car was at 179,999, they would have denied my claim anyway. I believe that Carshield is a company that's running a scam and targeting consumers with high miles on their car, the elderly and low-income consumers. I request my full 1,959.00 for the month of Jan 2021 - June 2022
  
  Sincerely,
  
  ******** ***** ***** **

  

  Business Response

  Date: 07/11/2022

  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 mail at **** **** ***** **** **** ********* *** ***** or see Section M, Dispute Resolutions, of your contract. If you have records that have not been reivewed

  CarShield will offer an additional 5 monthly payments for a total of 10 payments be refunded as a resolution on this matter 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

  Customer Answer

  Date: 07/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I paid Carshield for 17 months. From January 2021 to June 2022. I paid them $1959 dollars.And I would like the full balance of what this company owes me.
  
  
  
  Sincerely,
  
  
  ******** ***** ***** **

• 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.

  I been with them for over a year. I have been trying to cancel with them. I have been having trouble with my car and they will not fix my car. This is not right.

  

  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.  We have contacted them to obtain information on the repair claim you have referenced. AAS has no claims filed on your behalf only a pre claim from 7/26/2021.  Per their notes, you  had a water leak fixed and a transmission flush.  The water leak would not be covered by the contract and the transmission flush is maintenance.  No parts failed or would have been replaced.  This was denied correctly. 

  As a resolution, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement. Please email ******************************* to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (MRF3451038) 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: 07/11/2022

  To whom it may concern the. Problem has not been solved I haven't got any of my money back.Thank You ***************************

  

  Business Response

  Date: 07/11/2022

  Thank you for reaching out to us again. 

  In our response, we asked that you please email ******************************* to confirm you accepted the offered resolution.  We never received that email so we didn't draft the Agreement for your signature.  Please allow 7 days to draft the Agreement and we will email it you for your electronic signature when it's ready. 

  Customer Relations

   

  Customer Answer

  Date: 07/12/2022

  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 have had the displeasure of purchasing two auto repair warranties with CAR SHIELD since December of 2016. The policies are seven years each to the tune of $2600.00 apiece. I was not exempt from car problems during the seven year period starting in 2017. I have put in at least six claims to CAR SHIELD and each time they claimed exemption for the problem. This last claim I put in, I was so sure they would honor this claim because it was a carbon copy of their tv commercial. My check engine light came on , all kinds of symbols and flashing lights appeared, the car lost all power. I called the claims department and was told to contact road service and get back to them after the trouble had been diagnosed at the auto shop. The auto shop explained the problem and told CAR SHIELD the cost to fix the vehicle and CAR SHIELD, true to their nature, told the shop that that particular problem was not included in their warranty. ( I CAN HARDLY WAIT TO RENEW ) This last straw car problem is computer related nicknamed throttle body with conflicting TPS sensors

  

  Business Response

  Date: 06/30/2022

  Thank you for reaching out to us with your concerns.  We appreciate the opportunity to respond and assist you in the resolution of this matter.

  As shown in several locations in your service contract, *************** is the administrator and obligated party under your contract terms.  *************** has full authority over repair claim procedures, adjudication and payments and is the proper party to respond to any claim related inquiries. 

  After a review of ***************'s claim notes for your 2 service contracts, we see that a claim was paid for an emissions vent solenoid in the amount of 391.09.  They also list a payment for a tow after your vehicle had a flat tire.

  We see additional claims submitted for a battery and throttle body.  These two components are not listed for coverage under your contract terms and are not eligible for payment.

  Please contact *************** directly if you have any further questions regarding claims that have been submitted.  As shown in your service contract, UCC can be reached at P O Box ****, *****************, **  ***** or ************.  Again, they are the proper party to address any repair claim related matters.

  If you would like to cancel your service contract, you would receive any prorated refund due per the contract terms.  However, prorated refunds are based on the lesser of the unused portion of the days or mileage that the contract has been in effect, less claims paid and the cancel fee of listed of $50.  You have been under coverage since December of 2016 and are nearing expiration by time and possibly by miles.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 06/30/2022

  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,
  
  ***************************

  Customer Answer

  Date: 07/26/2022

  I accepted the company's response and was hoping to get a prorated refund.  I have as of today, 7/26/2022 not received a refund.

  

  Business Response

  Date: 07/26/2022

  Thank you for reaching back out to us.

  We will forward your cancelation and prorated refund request to processing to calculate any refund that *** be due.  As we previously stated, we will waive the cancel fee for you as a gesture of goodwill.

  Regards,

  Customer Relations 

  Customer Answer

  Date: 07/27/2022

  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,
  
  ***************************

  

  Business Response

  Date: 08/29/2022

  Your refund of 195.12 will go out in the mail this evening.

  $275.00 in paid towing fees was deducted, leaving a refund of 195.12.

  Respectfully,

  Customer Relations

   

  Customer Answer

  Date: 08/31/2022

  Complaint: ********
  
  I am rejecting this response because: A year and one half left comes out to be $1218.66.  812 TIMES 7 =5684 + 2 is exactly what I, in good faith, doled out to these people. I had a year(812) and one half(412)+.66 . Whatever little trivial service that they unwillingly did on my account, I overpaid by an infinitesimal amount to a company that uses television celebrities like a card shark uses cards. My time with CARSHIELD would have ended 12-20-2023 .
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/28/2022

  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 I purchased Car Shield on 11 February I heard a noise in the car on May 21 called the dealership got appointment to bring the truck down on the 24thof. may Car Shield said that we need to have the dealership call them about the truck after my truck sat there a month they said it could be the engine it could be this but they won’t know until they break it down and if they break it down and find out is not something that they were going to pay for it then I would have to pay for it I’ve been call Car Shield and told him I said I have engine and transmission on my truck through you guys after my truck sat there a month car Shield told me that they were going to deny the claim because the truck need an engine I end up spending $8000 of my own money to buy a new engine when I paid for it a car shield warranty I would like to talk with someone about Car Shield and I put my number in hoping that you guys will give me a call because what I want I would like my money back from Car Shield at 8000 and I put into the truck and they said that all this was covered I had to buy a new engine please could you please help me

  

  Business Response

  Date: 06/30/2022

  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, a claim was started for contract ********** but you didn't believe the repair facility you chose diagnosed the problem correctly and they were not communicating with *** very well.  *** advised you to have the new repair facility call them to proceed with the claim.  No further contact was ever provided by you or a new repair facility.  As such there was no diagnosis, inspection, or approval of any claim.  At this time the claim would be denied for no prior authorization. 

  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

  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:06/28/2022

  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 warranty for my 2007 Dakota pickup truck from carshield. I saw the advertisement on television and decided to get a quote, the agent was very aggressive in his cells tactics and promised to give me a discount if I purchase the warranty right then and there, therefore I did. Approximately 2 months later while I was out shopping the transmission in my truck would not go into reverse. I called three transmission shops before I could find one that would deal with car Shield. I got a hold of spearing Transmissions telephone number is ###-###-####. I spoke to **** the owner. He agreed to take on car Shield but warn me that they are horrible to deal with. He did follow a claim claim number ********* After approximately a month car Shield got back to us after several attempts of contacting them and sent an adjuster out to take pictures of my transmission. They waited for another good 3 weeks before they got back to us and told me that they denied the claim for lack of maintenance. Which I have not owned the truck long enough to have neglected maintenance on it for the transmission. I used to be an auto technician fully certified and know that they have literally ripped me off into my money because this was a valid claim. They took money out of my account while my truck was sitting in the shop without a transmission in it. And very least I want the $318 that they took from me back but I do think they should pay the claim of $2,200 which I have had to pay to Spiering transmission.

  

  Business Response

  Date: 06/30/2022

  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 clearly had issues prior to you purchasing your vehicle service contract. The damage shown was not an instant failure as you stated and would be evident of many miles of operation with a problem.  There is extensive metal throughout the transmission indicating a relatively long term problem.   Your vehicle was driven until it wouldn’t work any longer.  The underside of the vehicle shows extensive long term leaks and the photos of the transmission show long term leaks.  This was denied correctly. 

  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

  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:06/28/2022

  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 truck broke down; needed a starter and a tow. Towed it back to my apartment. I called Carshield to get them to do the tow truck since it was in my contract. The operator told me that I wasn't in their system. I have had a contract with them for two years. I called them back with a policy number and they still couldn't find me. They said the repair I have isn't covered either. I never used the policy.

  

  Business Response

  Date: 06/29/2022

  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, *** did receive a tow invoice for $65 but the invoice did not contain the required information and is not verifiable.  The starter failed and is not covered under your vehicle service contract terms.

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

  Customer Relations

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

• Initial Complaint

  Date:06/27/2022

  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.

  Transmission became faulty so I left my truck into a reputable garage in ********** **...they diagnosed the problem and went ahead and did a detailed transmission overhaulI did not give them instruction to do this but I believe they overheard me having a conversation of me needing the truck for work and my kids....the garage sent exact details with pricing to carshield twice within two days and I was calling them everyday over the period of one week...sorry Im waffling so...Carshield will not honor what the garage fixed as their adjuster did not see the old broken transmissioneven though I was in contact with them everyday explaining what was happening and the garage backed this up with written details and pricing to fix my truck...mean while the garage has deducted **** bucks of a **** dollar **** but carshield wont even give me a dollar!..I asked one of their managers to close my policy and give me back all the money I paid into itover ****dollarsbecause Im so unhappy with the service they provided but she wouldnt do it and couldnt explain why....they keep clinging to they up held to the contract!!..I tried my best to keep carshield in the loop with the garage and me but I needed my truck and now Im out of pocket **** dollars....I was pre warned about carshield but their lips where sweeter than honey and they hooked me in and received over a ****dollars of free money from me...*****

  

  Business Response

  Date: 06/29/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures,approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced.  Per their notes, your claim started on 6/21/22.  On 6/24/22 an inspection was set.  At that time you and your repair facility were both aware of the inspection.  On 6/27/22, the inspection agency you advised AAS that your vehicle had been repaired and removed from the shop. You further advised AAS that the repairs performed were without his authorization and your repair facility took it upon themselves to repair the vehicle.  No failure could be verified and the claim was denied for no prior authorization.  If you never provided authorization to your repair facility then you should not be liable for the charges but that is between you and your repair facility.  AAS was unable to verify failures and did not authorize the repairs.  The denial on this claim will stand. 

  As a resolution CarShield will refund your last 4 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 (MRF3925675) 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: 07/05/2022

  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:06/27/2022

  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 ****** ******* a retired honorable disabIed veteran. I got Carshield coverage for my 201 BMW 3238i xdrive, and in May 2022 I need some repair work done to my rear end. I called Carshield and they refered me to a shop because I wass new to the Las vegas area, and they towed the car to the shop. For a month straight I had to walk to walk around in 90 to 100 degree weather trying to find out what was wrong with the service because nothing was being done to my car. I called the shop, and they said that Carshield needs to get in contact with them. Next I called Carshield and they said that no one from the Auto shop called them. So All I could do is just have my car returned to my home where I am still having it repaired. tried to talk to customer serivce at Carshield, but got no help. I have paid so much money into the coverage, but no help was given at the time. On Monday June the 27th 2022 Carshield finally called because they wanted me to pay for this months coverage. I told them that I wanted to cancel my coverage. Now the customer service agent wants to say that the ball was drop, and the agent was confused because the shop call, and misinformation was given. I can say that the shop mananger Kevin Thompson III did try to get money out of me with an over priced bill, but he didn't lie about calling. Carshield made it look like the shop was at fault which caused friction between me, and my potiential Boss because Kevin Thompson III offered me a job, but due to the situation caused by Carshield I lost a job before I got hired. So in conclusion I have a car that I had to get another coverage to cover the reapirs on my car, I loss a lot of money in monthly payments to Carshield I will noy get back, and I am struggling to pay for all of this because I lost a potiential job offer as well as the ability to go find new work. I don't want other veterans to have to endure the pain I went through Last month as well as now. Unable to send video... too long

  

  Business Response

  Date: 06/28/2022

  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 first call in was on 5/4/2022 for a failed EGR valve and O2 sensor and an issue with the turn signals. The valve and sensor are not listed for coverage under your contract and the turn signals were not diagnosed but would most likely not be listed as well.  On 5/16/2022 there was another call in for several rear suspension items and the repair facility reported it looks like your vehicle hit something or was having major work done at another shop. The contract does not cover collision damage or improper repairs from repair facilities. This is correctly denied.

  There are also possible issues with the contract start mileage looking at the pictures sent in by the current repair facility. It shows lower mileage than that contract start mileage but the interaction has a different mileage entered into it. This would need cleared up as well to move any claim forward.   *** notes you were asked to send in records to review this but you stated you canceled the contract and would not send in records.
  

  As a resolution CarShield will refund your last 4 payments upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (**********) in the subject line for faster processing.

  Customer Relations

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

• Initial Complaint

  Date:06/27/2022

  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 shield was purchased in 2021 for my 2011 infinity qx56 after a few months a problem came up with check engine light brought it to the dealer high pressure fuel pump broke and took out the engine and car has been in shop for 5 months while still paying car shield they have strung me along while every manager there was review the case .started policy with 133,831 now at 135xxx and a paper from a old inspection had the wrong mileage on the paper work so they denied my claim makes no sense . then on top of being denied they had a customer service woman that spoke broken English call me back to deny my claim because how can someone get mad at a lady that doesn't speak English and got thrown this file to do so not a manager or client relations witch was odd . i have talked to a different person for 5 months every week i have called so almost a year of carsheild / **** ****** taking my money but also a denied claim i would advise anyone reading this this company does not pay on claims they take your money and find any and every reason to deny your claim .think to yourself reading all of these reviews on them there a shady business model i think they used to call that bad business practice or even a class action suit might be in order here ?

  

  Business Response

  Date: 06/29/2022

  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. Your claim was denied for being within the waiting period after inception mile calculation and inception miles were updated.

  Your contract was purchased on 11/7/21 reported at 133,831 miles. The car fax report ran proves the inception miles were false. The waiting period on this contract is 20 days and 500 miles, or 40 days AND 250 miles. The last reported miles on car fax were 135,229 on 8/9/21 with current miles showing it at 135,340. Even if it is out by days, it has still not driven the 250 miles required to put it out of the waiting period. This is a solid denial for failure occurring with in the waiting period.

  As a resolution, CarShield will refund your last 5 payments upon execution of a Settlement and Release Agreement. Please email ****************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number (**********) in the subject line for faster processing.

  Customer Relations

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

  Customer Answer

  Date: 06/29/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  i have paper work stating that my mileage was at start date nov 2020 mileage 133831  now iam at 135831 so how does this make sense when iam passed the 3months and 500 miles they have a invalid form  to deny my claim this company should be hit with a class action law suite with all the ppl they scam and dont pay on claims . this is a waist of time and resources  this has been going on for over 4months meanwhile i still pay every month witch makes no sense. if paper work is needed to show the validity of this matter i can send the email over with paper work.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/30/2022

   

  Thank you for reaching 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. Please contact them directly for the correct email address to send the paperwork for review. 

  Customer Relations

   

  Customer Answer

  Date: 07/03/2022

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

  just refund me all  9 months  of my contract and i can move on with repairs .
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/07/2022

   

  We have received your conformation email and will draft your Settlement Agreement and send it to you via email within 7 business days. 
  

  Customer Relations

• Initial Complaint

  Date:06/27/2022

  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 contract with this company on 1/31/2022. Last week, the water pump went out on my truck. I have the platinum policy and it covers it. I took it to a repair facility and they told me they didn't accept Carshield. I called around and no one accepted their policy. They gave me the name of a repair shop, but they didn't work on engines. I contacted Carshield and asked to cancel the policy and get a refund because I can't use the policy.  They refused to give me a refund.  I had to pay out of pocket for the repair.

  

  Business Response

  Date: 06/27/2022

  Thank you for bringing this matter to our attention. 

  The notes on your account state you were given the name of a repair shop that would work with CarShield coverage but you chose not to have your vehicle towed free of charge to the repair shop so they repairs would be covered. 

  We see that you have since cancelled your account. As a courtesy, CarShield will refund your last 3 payments.  You will receive one payment back to the card on file and the remainder will be sent via check within 7-10 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: 06/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accepted under their terms, but I am still unsatisfied with their business practice, in the company response there in a huge discrepancy, in the towing of my vehicle which was never offered, and they suggested to take my vehicle to a tire repair shop for a water pump issue, my out of pocket expense alone was well over, what I'm accepting at least this situation is resolved.
  
  Sincerely,
  
  ******* *****