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:06/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carshield did not value the contract as written, there were multiple issues found in a recent vehicle maintenance report that required repair, the repairs, mileage and date corresponded with the coverage and coverage period outlined in the contract. However, Carshield refuse to provide coverage listing the repairs as pre-existing conditions. We asked for proof of there findings/report showing the issues as pre-existing and they refused, we provided proof of our findings provided by the Mercedes digital report.

  

  Business Response

  Date: 06/27/2022

  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 freeze frame data shows failures are pre-existing to purchase of contract.  You can get a copy of the DTC report from your repair facility for verification purposes.  your claim was authorized for water pump will stand unless you want to cancel contract which will void the authorization and receive a full refund 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:06/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was January 31, 2022. My truck is still in the shop to date. I signed up for car coverage around June or July of 2020 ($99/month) and have only utilized the coverage once. The reason I am filing a complaint is because the damaged part on my vehicle IS in fact covered under my policy but was refused by the claim adjuster's discretion. It was reported that due to MY negligence of an already failed part, this caused the failed part to be damaged resulting in coverage forfeiture. I asked numerous times how am I supposed to know that a part has failed, other than the check engine light? This question has yet to be answered. One of the representatives that I spoke to disrespectfully said to me, " whether you want to admit it or not, you knew the part was damaged". This blew me away that someone that does not know me could tell me what I did and/or know. As a reference, the one time I utilized my coverage was for my alternator. I started to hear a winding noise under the hood. I immediately took it to a facility. Their report was that the part would go out any day. This was reported to ******** **** ****** and they refused to pay for coverage. Thank god I read. One of the subsections states that if the repair facility deems the part needs to be replaced then the part will be covered. I spoke about this instance just as a reference that shows that when I noticed something was not right, I did something about it. I was not negligent! My second question was if the part was deemed failed then why would the FAILED part not be covered? Once my check engine light came on it sent my truck into limp mode. I immediately pulled over and got the truck towed to the repair facility. Fast forward to today, my truck is still sitting at the dealership more than 400 miles away and NOTHING HAS BEEN DONE to repair my truck out of almost 6k of repairs the company only wants to pay for 1,200. This is beyond a nightmare and should not be left up to a loophole to deny.

  

  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.  We have contacted them to obtain information on the repair claim you have referenced. This claim was authorized for the replacement of the lifter with no further coverage to camshaft due to continued operation. There is no way to verify the cam failed due to the continued operation of vehicle on a failed lifter, the camshaft should have been covered.  *** has called the repair facility and requested their estimate as *** do not have one uploaded to any docs at this time, once *** gets that estimate and see what the repair facility is requesting in its totality, ***  should be able to verify that everything else is correct.  Your repair facility will provide the estimate directly to a claims specialist at ***.

  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: 06/28/2022

  Complaint: ********
  
  I am rejecting this response because:
  This is NOT the truth. I was told that the part failed and due to continuous operation the part was damaged. I did NOT continuously operate the vehicle. When the check engine light came on the vehicle went into limp mode and was inoperable. It was then TOWED to the facility. I was also told that the Cam was NOT covered. *** has all the numbers in regard to the repairs. I  even received a call by CarShield and the representative stated that since I’ve been a customer for so long and they can tell that I am not filling frivolous claims, if the facility could say the engine needed repair then they would assist.Of course they would not give me that in writing. *** has agreed to repair the radiator and one other thing($1,200) but I’d be on the hook for almost 5k in repairs. *** has still NOT provided me with an explanation as to how the driver is supposed to know that a part failed outside of the check engine light coming on. This response provided by CarShield is broad and lacking details, furthermore the info provided is not the truth. *** does not want to pay to repair parts that are under coverage in my contract as CarShield just stated in their response. They utilize what is deemed as a bail out clause referring to continuous operation. Funny thing is the facility can verify that the vehicle was in limp mode when it was TOWED into the facility. CarShield has also already verified that the vehicle was towed into the facility. The coverage provider should not be allowed to refuse coverage with no substantial evidence to their claims. I demand evidence as to their claims
  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 06/29/2022

  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 M, Dispute Resolutions, of your contract. 

  Customer Relations

   

  Customer Answer

  Date: 06/29/2022

  Complaint: ********
  
  I am rejecting this response because:
  *** is not represented on the BBB website. I have no other recourse to expressing my experience on a public business platform. CarShield is responsible for selling me this coverage. I knew nothing of *** prior to obtaining coverage, and for CarShield to remove themselves of the mishandling of my case speaks volumes into the company that they are
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/25/2022

  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.

  By far the worse experience ever, ************ is a fraud. Not one mechanic in my surrounding area or within one hour from my home will deal with Carshield. I spent my entire week calling a mechanic and they all said that Carshield is extremely difficult to deal with, They refuse to pay within a timely manner, and customers' cars sit for a very long time before being released because Carshield takes so long to pay the mechanics. I have paid on this policy and was never been able to use it. I'm requesting a full refund on the amount that I paid or I will file a claim against Carshield. I should have read the reviews before purchasing. ************ should be reported to the Attorney general's office for defrauding so many customers.

  

  Business Response

  Date: 06/27/2022

  Thank you for reaching out to us regarding this matter. 

  We have reviewed the notes on your account and when you called to cancel your contract, the customer ********************** representative offered to make a few calls on your behalf to find a repair shop that accepts CarShield coverage but you refused the offer.  She was able to locate a repair shop 7 miles from your house.  Carshield and your administrator, ********************, are open to and willing to work with any repair facility that you select. However, each repair facility is able to determine who they wish to do business with as well.  In this case they have refused to do business with you.  There is nothing that CarShield or AAS can do to force any repair facility to work with you. 

  As a resolution, CarShield will refund your last 6 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 (MRF3859642) 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: 06/27/2022

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

• Initial Complaint

  Date:06/24/2022

  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 husband and I purchased an auto warranty with CarShield. The following month, after the 20-day grace period and 500-mile requirement, we experienced an issue that required repair. The repair shop submitted a handwritten unsigned work order to CarShield which included a few clerical errors that were scratched out and written over. One of those clerical errors happened to be the date that caused the claim to be denied. The customer remarks section was also written incorrectly. Again, neither my husband or I signed or were provided a copy of this work order for confirmation before it was sent to CarShield. Rather than simply confirming with the repair shop that an error was made or asking for an updated/signed copy of the work order void of typos, CarShield refused to reconnect with the repair shop after denying the claim and stated that my only option would be to dispute with BBB. Involving another party is not only time-consuming, but absolutely unnecessary especially since the repair shop is willing to correct their mistake.

  

  Business Response

  Date: 06/27/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments. Your claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Your repair facility confirmed that you reported the transmission concerns had happened for roughly 2 weeks prior to bringing your vehicle in. Also a full Carfax report shows vehicle was at a different repair facility prior to being taken to this repair facility. The claim denial will stand. 

  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 monthly 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:06/24/2022

  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.

  Called Car Shield on on 3-29-22,told them my check engine light was on an it was smoking. They came an towed it,I had to pay an extra $85.00. Car Shield ************** CAR BE TOWED TO ALFA AND OMEGA AUTOMOTIVE IN ********* **. ON 4-2-22 I emailed all my invoice information about my car that Car Shield ask for (**** *** 545i). On 4-12-22 the adjuster for Car Shield authorized my car to be worked on and fixed by Alfa and Omega Automotive. **** from Alfa and Omega called an said I need a new battery..so I said ok($220.00),a week later Alfa and Omega said my car was ready. My car still had the check engine light on an it was still smoking. So I drove home four counties in car that I could have been seriously injured pr killed in. I then called Alfa and Omega Automotive to let them know,they came an towed it back to them. Three weeks went by,Alfa and Omega Automotive never called me to let me know they couldn't work on my car..I had to call Car Shield to find out what's going on with my car. Car Shield then RECOMMENDED ********* ***************** TO FIX MY CAR AND HAVE IT TOWED FROM ALFA AND OMEGA AUTOMOTIVE TO ********* *****************. On 6-20-22 Car Shield called to tell me NOW THAT THEY NEED MORE INVOICES BEFORE THEY CAN'T AUTHORIZE THEM TO WORK ON MY CAR. BUT I SENT EVERYTHING IN THE FIRST time CAR SHIELD ASK ME TO,BECAUSE IT WAS AUTHORIZE TO BE WORKED ON BY ALFA AND OMEGA AUTOMOTIVE on 4-12-22.TODAY 6-24-22 I'm trying to have my car just towed back home. Car Shield is scam of a company and I just someone to PLEASE, PLEASE HELP ME!!!! THANK YOU *******************************

  Customer Answer

  Date: 06/27/2022

  Tis is part of claim #******** and claim #********.. Now Car Shield is saying I owe ******** ***************** $133.00. TO G*T MY CAR....CAR SHIELD TOLD Mr * ON TH* ***** TH*Y WOULD PAY FOR DIANOSTIC DON* ON TH* CAR..NOW I CANT *V*N G*T MY CAR BACK WITHOUT PAYING ANOTH*R $133.00 FOR NOTHING!!!!!!

  

  Business Response

  Date: 06/28/2022

  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, this is an enhanced contract.  While seal coverage is not actually written into the contract this enhancement calls for the coverage of the valve stem seals. The only history in Carfax is your vehicle being at the previous repair facility for the first claim. Your vehicle has several leaks that appear to have been ongoing and oil level was low on arrival to the first repair shop. The original claim was called in at ******* miles, this is the same mileage listed in Carfax but the inspection shows that the mileage is ******* which is the same as the second claim.  AAS notes you stated the first repair facility excessively test drove vehicle.

  Regardless of any of that the oil level was low on arrival, and it could not have burned it/leaked it out just sitting there so at some point it was driven with this oil level. AAS will be authorizing the claim for the replacement of the valve stem seals with no further coverage due to operation of engine with major oil leaks/low oil level. 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: 06/28/2022

  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:06/24/2022

  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 replaced an engine the engine went bad within the warranty time the original facility that put the engine in could not re put the engine in because they didn't have a mechanic at the time to take care of it ****** told me to take it to another facility I had to have a diagnostics and a toe done I was told by an adjuster that I would get this money back if the car was fixed the car was fixed they keep telling me that they reimburse me but I have yet to see my money I have called Has been at least 5 months of me trying to receive my money

  

  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 ******** **** ****** your reimbursement check was mailed on 6/24/22. 

  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:06/23/2022

  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 car protection plan from car shield per their commercial 10/29/21, my car broke down 04/05/22 and it was taken to the repair shop 04/06/22. They went back and forth with what they needed to start the claim. The shop had me come in and agreed to the charges for the break down before they would go any further. I never received anything I called them 06/08/22 and was told my claim was denied per their inspector stating my oil hadn't been changed based on the service sticker that was on the car dated 05/21 when I purchased it 10/29/21. I changed my on oil and filter which I paid for in cash but I don't have any receipts. And per the lawyer I had look at the contract even with receipts they would have denied it saying the timing chain wasn't changed per the user manual which I wouldn't know. They are just like they say the other companies are, taking your money and finding reasons not to fix your car, that's what they do. I paid my monthly payments every month no problem. I paid the repair shop the 300.00 fee and had my car pulled home 06/21//22 because I don't have the money for the motor needed 4,500.00 per the shop, he didn't give me a labor price.

  

  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. ******** **** ****** has tried to contact you on several occasions to go over the options for your claim but have been unable to reach you.  Please contact them at your earliest convenience 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:06/23/2022

  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.

  My vehicle check engine light came on this past Thursday. Friday morning I took it to the ***** dealership. I paid 179 for them to run diagnostics on the vehicle to diagnose the issue. Came back as the *** Valve needed to be replaced. Took them 3 days just to get the vehicle on the machine as they are extremely busy and short staffed so I had to leave my vehicle there. Once they made the diagnosis they contacted the warranty company CarShield. American auto is the administrator for this claim. They made every attempt to contact them leaving voicemails and emails. The adjuster told the dealership to send over maintenance records as well as the diagnostic ran by their service tech. This was done then nothing. CarShield refused to respond. I told the dealership to go ahead and make the repair since CarShield was refusing to respond within adequate timing as I need my vehicle for work and needed it to be fixed so that I could do so. I even called CarShield and made a claim myself. Here it is almost a week later (tomorrow will be a week) and still no response from CarShield as to whether they would cover the work done. They refused to pay because it wasnt pre-authorized. Seriously?!?!?!!! This company is a scam and cheat hard working folks out of their money by sitting on claims for long periods of time before responding the. When the customer says just go ahead and fix the issue, they refuse to pay. I will be seeking a lawyer on this issue. Hopefully the bbb does their part to shut down these crooks.

  

  Business Response

  Date: 06/24/2022

  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. This claim is correctly denied for no prior authorization. There would of needed to of been some additional diagnostic information obtained to move this claim forward.  Your repair facility noted there was debris in the *** valve which is most likely a carbon build up. This could of contributed to the failure and would have been excluded from the contract since it was a result of carbon. There was no delays in the claims process from the adjuster either.

  AAS received the online claims submission on 6/21.  Your repair facility was contacted that day to start a claim and an estimate for repairs and diagnostic information was requested immediately once the claims submission was processed. A claim was started that day and freeze frame data and service records were also requested. This information was partially provided on 6/23. AAS was also informed on 6/23 that the repairs were already done. AAS never received freeze frame data or any additional information on the diagnostics for the failure.  You sent in a single service record from supposedly the last oil change they had done. AAS pulled a Carfax and there are additional records on there that have not been provided closer to the contract start date.
  

  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 (MRF4185029) 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: 06/24/2022

  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. Please send all of my money back to my bank ASAP. I will never do business with your crooked company ever again and I will definitely spread the word about the shady business your company does. Ive sent your email as requested and now send my my money just as quickly as you took it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/23/2022

  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 complaint is with car shield I been with them since 1-21-2020 all my payments have been paid on time $109. monthly on June 8th I took my car to the shop to be fixed ( through car shield) at purrfect auto here in lasvegas the adjustors from car shield looked at my engine I was informed on the 22nd of June that they was not gonna fix my car due to tugging due to maintenance I have gotten my car maintained at vip and my auto now their advertisement say they fix everything my car was in need of fixing when I called them they said they could not refund my money I also canceled my contract with them like why would I keep dealing with them when they don't honor their word their advertisement I was not serviced after 2 years of being a loyal customer please help me.... I would like my money back can you guys help me

  

  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. We have contacted them to obtain information on the repair claim you have referenced. ******** **** ****** has informed us they have reached out to you and requested service records.  Please send the requested records at your earliest convenience to move your 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. 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:06/23/2022

  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 had carshield for 15 months car started over heating on may 26 of 2022 and engine light came on I pulled over waited for car to cool off drove it back home parked it up left car sitting for the next 2 day had it towed to the Kia dealer ship for repair I was told I needed a new engine they submitted the claim to carshield car shield requested a engine tear down and know that the tear down is done they denied the claim because the head gasket is not covered under non of their policies ! Kia recomends the engine should be replace instead of Head gasket Because once the head gasket goes it most likely damage other parts of the engine therefore is best to just replace the engine but carshield refuse to pay for engine or head gasket If I new that the tear down wasn’t paid by them I would not of agree to a tear down as it was carshield who requested the tear down and know I’m stuck with paying the tear down which is 1700 hundred dollars ! they state they reimburse for rental but they also denied my reimbursement for the rental that I had for the 3 weeks my car has been in the shop so know I don’t have a car I’m stuck with a 1700 dollar bill to get my car out of the shop plus 1200 dollar car rental and that they are not reimbursing me Because the claim was not approved

  

  Business Response

  Date: 06/24/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  Your claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, who determined the claim had been adjudicated correctly and in accordance with the terms of the contract.  Your contract does not have coverage for head gasket failure. The contract also does not cover damages as a result of overheating so there is no coverage for the engine in this claim either.

  You may choose to keep your Powertrain 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 of you last 6 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