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:06/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with them about my 2008 Chrysler 300. They are trying to stick me with the repair bill. It costs $4000 to get it fixed and they only want to pay me deductible. They have been giving me the runaround for a month.

  

  Business Response

  Date: 06/07/2022

  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. 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 initial cause f failure was the head gasket failure and this caused engine and coolant intermix and that caused internal engine damage. There is no current justification to show the engine actually needs replaced versus repaired. There was no RDI performed on the claim. There is nothing to show if the block or heads are warped or that there is failed bearings as a result of intermix. The inspector noted the engine runs without hesitation and there was no obvious abnormal noises noted during the inspection.

  The continued operation comes in from when you drove the vehicle to the first repair facility that would not preform RDI so the vehicle had to be moved.  *** notes your vehicle was towed to the second repair facility but the continued operation had already happened. Your claim is currently authorized for $1691.55 as a credit towards engine replacement in the cost of the contracts coverage towards head gasket replacement. This authorization far exceeds the premiums paid into the contract therefore there is no refund due. This authorization does require repairs to be made prior to it being released.

  If you have any additional concerns regarding this repair claim, you may contact ******** **** ****** directly at 800-531-1925. 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: 06/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  Car Shield is trying to make it look like I damaged the motor. My car was fine when I drove it to work in the morning, on the drive home that evening the engine light came on. I drove directly to the mechanic shop. And I haven't driven it since. It wasn't smoking, there was no knocking to the engine and there was no odor. There was no indication that anything was wrong with the car.
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/08/2022

   

  As stated in our previous response, American Auto Shield 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

• Initial Complaint

  Date:06/06/2022

  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.

  Car shield told repair facility to tear tuck apart find problem so they did the cam lifters were bad so wont fix cam because I drove it home and to the garage so I bought a cam and wont pay labor for cam when had to tear it out initially to inspect it they should pay labor because no matter what had to take it out now im stuck $1800 **** because of there scam

  

  Business Response

  Date: 06/07/2022

  Thank you for bringing this to our attention.
  

  As noted on the first three pages of your contract, ******************** (AAS) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. AAS has informed us they have reached out to both you and your repair facility and have reached a resolution on this matter. 

  Please contact ** should you need anything further.

  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: 06/08/2022

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

• Initial Complaint

  Date:06/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with them for 2 years. I had a problem with my Ram truck. I had a problem with my car. They gave me 4 vendors to call. I called and the vendors said they do not take Carshield. They said they do not honor their warranty. I called Carshield and they said they were going to find me a vendor. They never called me back. They told me to go and get it repaired and they will pay me. My truck valve and lifter had problems and they would have had to tear it down. I had all the paperwork that states I had all my preventable maintenance.

  

  Business Response

  Date: 06/07/2022

  Thank you for bringing this to our attention. 

  We are sorry to hear you were unable to locate a repair facility in your area. 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:06/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim to repair an issue with my 2008 BMW x3, the contract no is **********, and the dealership states that Car Shield (CS) denied the claim. CS stated that it was a preexisting condition, because back in 2020 i experienced a 4x light ( no problem just a warning light) and the transfer case code along with about 20 other codes showed up that mentioning transfer case. The dealership stated that I had to fix all the codes first before they could pin point the real issue. But they kept telling me I had to change the tires first?? I didn't understand that, so I took it in again, and was told the same thing. I decided to change the tires, and when I went back to the dealership, ALL the codes went away. Then recently, I started noticing a noise in the rear, I took it in and the dealership said it might be the transfer case. They contacted CS to get the work approved. But as stated the denied it based on a false reading the year before. The dealership explained to CS that BMW have alot or almost ALL sensors cross connected, meaning even if a light goes out it can effect numerous sensors, but the fact that they were all cleared after I replaced the tires nullifies those prior indicators, thus the transfer case was NOT an issue prior to me getting coverage.

  

  Business Response

  Date: 06/07/2022

  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 and based on claim facts and records provided your vehicle has had a transmission of transfer case related concerns dating all the way back to September of 2021. It is unclear why you replaced all four tires allowing the DTC's to go away unless the tires on the vehicle at that time were mismatched and not of the same size or manufacturer. It is also be noted you are requesting and using oil in your engine that is not recommended by the manufacturer of the vehicle.

  Due to the information above further actions will be taken by *** to adjudicate this claim based on the information provided to date. It should also be noted that the Individual State Variance Requirements for Georgia does allow for denial based on pre-existing conditions if you are aware of the concerns. The records supplied clearly document and validate that.

  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