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:06/22/2022

  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 acquired insurance through Carshield(******** **** ******) in September of 2020.In February of 2022 I had a catastrophic turbo failure which caused said part to act as a vacuum and sucked the oil out of the motor which caused engine failure.Two claims were filed on the vehicle.The first claim was rejected with the exception of the turbo charger.The repair fascility stated that a new engine was the only option.Carshield would not cover any engine or components stating my contract only covered lubricated parts , therefore would not authorize or cover any component or engine failure. I had the vehicle towed to a different repair facilty as the cost to repair at the first facility was out of our budget which apparently required Carshield closing the first claim,which they did, and starting a new claim in April of 2022.Carshield (******** **** ****** denied my second claim as well stating that a seal failure of the turbo charger was caused from driving the vehicle with no oil.The repair facility stated that the turbo failure was caused by a snap ring that broke which caused the bearing in the turbo to fail. I had several conversations on the fourteenth of June 2022 pertaining to the cause of the issue stated by Carshiel and the cause listed by the repair facility.I spoke with a different person on every call was told claim is denied. On the last conversation that I had with the Carshield I asked them why they agreed to cover the turbo charger on the first claim but not on the seond claim.The representative stated that there was no record or notes stating that Carshield agreed to cover the turbo charger. For your reference the first claim number is *******. The second claim number is *******. Any help in this matter will be greatly appreciated. Regards, *** *******

  

  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.  We have contacted them to obtain information on the repair claim you have referenced.  ******** **** ****** will be contacting your repair facility to get a current up to date estimate for the repairs and review your claim again. 

  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:06/22/2022

  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 this contract on May 10th 2022. Filed my first 30 days later bc I had a mechanical failure and needed it to be fixed. They had my car towed from my location to the shop of my choice. The lady I spoke with asked to send in the bill of sale for my vehicle since it was newly purchased which I did. Waited 3 weeks for an answer they then called me on June 21 2022 and said that they denied my claim. 1 first reason was bc they said I didn't have service records which I said that the lady i spoke with didn't ask for any service records just the bill of sale. I was then followed with a different reason which was that a non covered part caused a covered part to fail(drive belt) bc the car supposedly overheated. I then said that that's not possible bc the belt was intact when the car broke down and was still intact when I had it towed to the repair facility. She then followed up which a 3 reason which was they claimed I drove the vehicle after which caused the failure I told them I did not drive it bc it would not start. I was followed with a 4th different reason saying that it had appeared to he sitting for a while. How many reasons excuses are they going to give me for why it was denied. Horrible business Horrible customer service

  

  Business Response

  Date: 06/23/2022

  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, *** will be reaching out to you to request the tow invoice from his home to the original repair facility (jiffy lube) along with asking if you have an invoice for the Jiffy lube visit.

  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: 06/23/2022

  Complaint: ********
  
  
  I am rejecting this response because:as I stated on multiple occasions jiffy Lube IS NOT the original repair facility that is my place of work. Also as I stated multiple times that invoices were not requested due to the that jiffy Lube is my job and the vehicle under the contract was recently purchased from a private party a couple days prior to purchasing the contract
  
  
  
  
  Sincerely,
  
  
  ****** ********

  

  Business Response

  Date: 06/24/2022

  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.  You will need to contact them directly at ###-###-#### to discuss your claim process and the requested documents. 

  Customer Relations

   

  Customer Answer

  Date: 06/24/2022

  Complaint: ********
  
  
  I am rejecting this response because:the point of the matter is I want my car fixed with no more excuses or lies.
  
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/22/2022

  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 vehicle protection plan from Car Shield in May 2021 covering the Powertrain. I had the car towed on May 13, 2022, when my car was making a strange noise while shifting gears. My mechanic took it for a drive and noticed the transmission stuttering and gears not shifting properly. When he advised me I would need a new transmission, I called Car Shield to open a claim. An inspector, **** *******, arrived on site on May 24 at 1045am. The inspector drove the car and agreed with my mechanic about a transmission failure. After the inspector spoke with the adjuster from Car Shield two days later, the adjuster advised my mechanic it was "most likely" a torque converter, and authorization was being submitted for a torque converter, not a transmission. I called the Car Shield Customer Care claims department on June 7 at 12:15 pm and spoke with ****** who advised me she was checking with her supervisor for a review and I would receive a callback. I never received a callback so I called again on June 14 and was told the case was closed. Car Shield has refused to provide me with any information and told me my mechanic would have to take apart the transmission and figure out how to show the point of failure. My mechanic has already spent too many unpaid hours on this case and has advised me this is what Car Shield does to avoid paying for necessary repairs. I have been without a car for over a month now with no response from Car Shield as they have closed the case. This is unacceptable!

  

  Business Response

  Date: 06/23/2022

  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. *** will be reaching out to you and your repair facility 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:06/22/2022

  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 a contract with this company. The engine went out in my vehicle. The facility tore down my car. Then they denied the claim. They denied the claim because they claimed the engine had carbon built up on it. The contract states the engine is covered. They will not pay for the tear down of the motor. I didn't authorize the tear down. My truck has been in the shop since May 18. I have lost my job behind this because I didn't have transportation. They were supposed to supply me with a rental and they didn't.

  

  Business Response

  Date: 06/22/2022

  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. This is a correct denial for carbon build up on the valve causing it not to seal. The cylinder head and valve were not removed but the inspector was able to get a boroscope to where they could see the top of the valve and there is significant build up on the valve. It does appear that the cylinder head/valve can be repaired versus the entire engine being replaced. Either way since the initial cause of failure is caused by carbon this is not something that is covered by your contract.

  If you have any further disputes or questions regarding your repair claim decision, please contact *** directly at ************, or see Section M, Dispute Resolutions, of your contract.

  If you wish to cancel your contract, 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

   

• Initial Complaint

  Date:06/22/2022

  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.

  This is an issue of time and communication issues with the mechanic. I spoke with Carsheild and they informed me that the claim was closed out because they feel like too much time had lapsed between the last December and February when we contacted them. They advised they feel as though my daughter picked up the car and drove it for 2 months and then called them back. I explained to them that the mechanic that has the car is a one man shop. He has 5 to 6 cars per day according to him that come in for repairs and ours was a major job and he would get to it when he could. He also had to move his shop from one location to another. I have explained to Carshield that it wasn't my and my daughters fault that the mechanic moved on his own time. We called him and texted via ******** until we got on his nerves. I even went to his location and had a brief back of forward qith him because I felt like he was dodging my calls and procrastinating. My daughter picked the car up in December on a Friday and took it back the next morning and it's been sitting there since. She never drove the car after that. Carshield advised me that they weren't going to pay out the invoice from December because the issue still existed when we spoke with them in February; However when I spoke with them recently they said they paid it out because they felt like my daughter picked the car up and drove it for 2 months and then took it back which couldn't be further from the truth. I have phone logs, ******** messages and notorized statements and witnesses that she wasn't driving this car and only picked it up and took it back in less than 24 hours after she picked it up. I don't want to feel like Carsheild is trying to screw my daughter over; However having to do this to get it resolved feels alone like she is being taken advantage of. Who would drive a car for 2 months while it's running hot? A car won't even let you do that. Please help me get this resolved. We can provide statements if 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. Per their notes your first claim this vehicle had was for the water pump and multiple pullies, this was 2 days into coverage. The water pump was covered but the pullies were not covered due to failure being caused by continued operation on a failed water pump/ serpentine belt. The second claim was authorized for radiator replacement due to a visible hole in the radiator,  you had this repair performed and then called In roughly 2 months later stating the vehicle was still overheating

  There is a mileage discrepancy between the mileage that both repair facility's reported and what our inspection shows. Once *** is able to speak with the repair facility your vehicle is currently at *** will verify what the current accurate mileage is.
  

  *** has tried to contact you regarding this matter but has been unable to reach you. Please contact them at your earliest convenience to move your claim forward at ###-###-####.

  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: 07/13/2022

  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. As long as they do as the contract states and send an inspector out, and pay for what is covered under this contract. They spoke with the mechanic last week and said that they would send out an inspector within 72 hours and he hasn't seen one yet. Please keep this file opened until this is resolved.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:06/21/2022

  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 am having a problem with carshield not paying. My van has been in and out more in then out of the shop for 6 months my mechanic has been tell me and carshield since the first time it was in the shop back in January that my van needs a new engine. Car Shield has been refusing to pay and it kept telling my mechanic first try this then that because it would be cheaper and then if it doesn't work carshield said that they would pay for the new engine well I have paid over $2,000 myself and now we're having an issue because none of that is working and my mechanic still says it needs a new engine now they're saying that they found a loophole stating that we have drove our vehicle this whole time when we have it and we even have proof showing that we have not been driving it but because they are saying that we have been they are refusing to pay for engine my brother works for carshield and he and his boss looked at our contract and it clearly states that our engine is covered in our contract but they are still refusing to pay. I am hoping that you guys could help and see if they will pay if you guys get involved. I don't have any documents that I can send you but you mail but I can fax them to someone if you need them

  

  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,  your first claim was authorized for lifters only with no coverage to cam due to continued operation.

  Your second claim was denied for the failure being related to the first claim. The repair facility diagnosis seems like they’re just guessing as far as what has actually failed. However *** will not be denying the second claim at this time, and you will be issued a credit for MSRP cost of a camshaft as *** can not prove continued operation caused subsequent cam damage. *** contacted your repair facility to go over this authorization and was then informed the timing chain tensioner is overextended which was not reported in the last claim. They report the valve cover has already been removed and the timing cover is loose, the vehicle is not in a drivable state. *** informed the repair facility they will set up an inspection.  *** also informed us they have spoken to you and you are working towards a resolution. 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:06/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with them since 6/14/19. My vehicle needed tire rod ends and an alignment. I also needed the driver seat control fixed. I took it to 2 dealerships and no one would help me. They place I took it would not accept them.

  

  Business Response

  Date: 06/21/2022

  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. ******** **** ****** has reviewed their call logs and do not see any calls from you and a repair facility to start a claim.   You do have a platinum contract and the tie rod ends are listed for coverage but the alignment is not. It would depend on what is going on with the seat as far as possible coverage on that issue. *** looked up your zip code up and there are 52 shops within 20 miles in the preferred RF network so there were plenty of options to take the vehicle too. 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 *** can do to force any repair facility to work with you. 

  Although CarShield has no contractual obligation to do so, we will refund your last 12 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:06/20/2022

  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 had purchased a warranty with Carshield on my first vehicle in 2021 and had it for like 9 months without any claims. Fast forward that car got totalled so I got a new car and got another warranty with Carshield on another car on 2/24/22 and filed a claim through dealership in April due to vehicle needing a engine. Now I purchased the car in 12/21 car stopped working in 3/22 been at shop since. Carshield never responding to dealership until end of April or 1st week of May stating they needed another breakdown when the dealership already did a breakdown $600 and now want another one for $2300. Then contacted me wanting the **** of sales. I sent that in beginning on May. The dealership along with myself is super frustrated at this point because I have no car, Carshield will not communicate with them and when they due it's always something but never a resolution. Keep in mind it's four cars at the dealership waiting on adjuster from Carshield. Me and the dealership have been calling every week since the claim was filed. Then the second week of June I received a phone call about the milage stating it was some discrepancies. Then on the 13th I received a letter stating they couldn't move forward until they receive 12 months of maintenance or service when again I purchased the car in 12/21 from a dealership in which Im still paying a loan for the car so how can I have 12 mons of maintenance plus I sent them the **** of sale for the car in April. So I call them and they say well it's showing something on the Carfax with different milage but they can't see what the service was so I needed to send in paperwork. Again car wasn't serviced in February. Needless to say Im exhausted with the back and forth, out of money,still no car, still have to pay loan and Carshield all while they play games and choose not fix the vehicle but collect money. I'm asking and requesting a refund for the months of February, March, April and May in which I paid for the warranty.

  

  Business Response

  Date: 06/22/2022

  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. ******************** has informed us they have reached a resolution with you. 

  Please allow 7 business days to draft the Settlement and Release Agreement. It will be sent to you via email for your electronic signature. 

  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: 06/23/2022

  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:06/20/2022

  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 carsheild policy at 197$ down 197$ month with a 200$ deductible. Which was fine. They have a twenty one day policy and so many miles to make sure it's not a pre existing car repair. And that was fine. The policy started in March and was on a 2013 Nissan Sentra Sr 1.8l. I advised them I work for **** Eats and they said that was fine as long as I didn't do **** passengers. I also told them I lived a hour from nearest big town and drove about twelve hours a day. They were fine with this to by the way. It wasn't til June that my transmission went out with no check engine light or warning. I had it towed with my **** policy to the motel where I'm staying. I changed the fluid myself and it still wouldn't move. I finally had it towed to Nissan of Jackson. They've contacted the extend warranty only to get a run around about one service record in which I made sure I had e-faxed myself twice. Only to be informed by Nissan that they said my policy had changed the same month that I needed the repair. And that they no longer covered **** eats drivers. Kept giving a mileage to much thing. There wasn't a policy change given to me in any form and still haven't seen one. I was behind on my payment so they canceled my policy for non payment so that they didn't have to pay for my repair. Seems like a scam. If the policy change I should have been aware of it. To this day they haven't denied my claim only canceled my policy for nonpayment. But why would they want a payment if they change the policy to no longer cover **** eats drivers. Seems like it would have been grandfathered in. Even Nissan said the same and still have my car. I spent my inheritance money of 8000$ for this car for it to have a transmission go out three months later. Nissan of course said it was past there factory warranty. I feel that it should still be fixed on the ground they were still wanting my 197$ payments. Please help me get my life back on track. I'm currently homeless and living in motel.

  

  Business Response

  Date: 06/21/2022

  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 is your claim was authorized on 6/17/22 to your repair facility. The authorization is for the cost of our supplied transmission as a credit towards your repair facility's unit.   Your repair facility is marked as not allowing parts shipped in. Other than that labor is covered at Alldata’s labor time and the misc. parts needed are authorized at your repair facility's parts pricing.

  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:06/20/2022

  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.

  Went to my dealership to get service done on Saturday June 18th and found out my dealership does not work with car shield and would not file a claim for any future services Dealer states they have had issues with car shield in the passed. Most shops around here will not work with car shield due to out standing issues they had. With all the complaints and false advertising. I’m asking for a refund. Car shield is useless here.

  

  Business Response

  Date: 06/20/2022

  We appreciate you bringing this to our attention.

  The notes on your account state you purchased your vehicle service contract on 6/10/22. Since you had not met the required 20 days and 500 mile waiting period the needed repairs at your dealership would not have been covered. 

  We have requested your refund and have cancelled your contract. We are sorry to lose you as a CarShield customer.

  Customer Relations

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

  Customer Answer

  Date: 06/20/2022

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

  please note that nothing was mentioned about a 20 day waiting period. Only thing mention was a 500 mile waiting period. The contract and company are uselessness. Refund must be received by Monday June 27th or this will be escalated to federal trade commission.