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:05/13/2025

  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.

  So I started a claim with CarShield my insurance on 4/25/25 due to issues with my car that they said would be covered. Upon calling for a tow truck home I was left for an hour because the operator didnt rely the message properly. They also provided with the services of ************* which is why I sending you this. The day I went to go pick up my car 5/10/25 the shop keeper informed me that the insurance never got in touch with him nor did he make an effort to reach out to them. Then when I called them yesterday 5/12/25 and informed them about the problems Ive been having with the repair shop they said the repair shop rejected or refused the car parts that was shipped to them meaning they never ordered any new parts for my car just took it apart and put the broken pieces back in to make it seem like they were working on it. When I asked them if the claim was closed and they said no and if I took it to another repair shop and the diagnostics is the same I would have to take it back to ************* Repair knowing the problems Ive been having with them or pay out of pocket those were my 2 options that the insurance gave me. I dont believe the insurance verified the shop to make sure everything is adequate because this shop is obviously running and operating an illegal business along with fraudulent activities. When proceeded to ask for an full reimbursement I was given an email address that doesnt work from CarShield. More evidence of fraudulent activity if you could look into both of these businesses and find a positive outcome that would be great thank you.

  

  Business Response

  Date: 05/15/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 

  
  CarShield  requested that the Administrator of your Vehicle Service Contract, ********************, examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was started and authorized for repairs/replacement of the vehicles water pump assembly on 4/23/25. However, your vehicle was moved to new repair shops on multiple occasions after authorization given due to out of pocket costs due to repair facility not allowing shipped in parts and over charging on parts and labor costs. As stated within your contract, your Administrator may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of your vehicle at the time of repair. ******************** may choose to have parts shipped to the repair facility. If the repair facility does not accept shipped parts, *** may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. Your initial repair facility has chosen to not accept shipped in parts and has grossly overcharged for labor. This is clearly out of the control of your Administrator. 
  
  
  
  Furthermore, the email provided to you is a method to be reimbursed for approved repairs to the amount that was authorized within your claim for all verifiable labor and exclusions per the terms of your contract. The image you have provided depicts the incorrect spelling of reimbursements, and is the sole reason as to why it had failed delivery.  The correct email address is ***********************************************************. Once the proper spelling of the email address is used, you may submit over your final invoice for review for reimbursement up to the limitations of your VSC. 

• Initial Complaint

  Date:05/13/2025

  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.

  stating part not covered when was told the day before all parts are covered so i took to a mechanic he called in they denied the claim. part is covered for mechanical break down. the claims said one part was not covered and they denied claim after i have paid for this for over 3 years with no claims. first claim and they state aloop hole not to cover part.

  

  Business Response

  Date: 05/15/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield provides extensive coverage for many of your vehicle service contract repair needs. However, upon review of your file, it was discovered that your vehicle's electric cooling fan motor caused fan blades to impact the radiator. The impact had ultimately led to creating a leak and then failure of the radiator. The radiator would be excluded from coverage as the failure was caused by a uncovered component listed within your contract. Your *** does not provide coverage for failures due to uncovered components. A more extensive list of terms and exclusions may be located within your contract.  
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a one time payment in the amount of $1300.00 to you upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:05/12/2025

  Type:Billing 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.

  On or about April 15th I called, car shield customer ********************** and canceled my monthly warranty plan. May 11 I received message from my financial institution that my account was debited $226 after I canceled my policy. They said I did not cancel it. The associate did not read me some kind of disclosure and I was supposed to call back. They are refusing to refund the money they took out of my account . The ************************* quoted 10 hours to fix my truck, but car shield would only authorize 4 an a half so I had to have my truck towed to a different location at my expense and they did not want to pay $1,200 for the part and would only authorize $364. So I took a loss on the towing from one dealership to another. Then the parts and labor.Which cost me over $3000? If I have to spend this kind of money, I don't need them. So I canceled the policy on or about april 15. I spoke with customer ********************** May 12th. At 945, then a supervisor called me later on the same day saying they're not going to refund my money because I didn't cancel my policy. And now they're cheating me out of $226.00 monthly payment

  

  Business Response

  Date: 05/12/2025

  Based upon the review of your file, you had stated you would call back on whether you wish to cancel your coverage. There were no calls in April to confirm cancellation. However, as an effort to resolve this matter, CarShield has cancelled your contract, and will refund you one monthly payment back to the card on file. Please allow 5-7 days for processing. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/12/2025

  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 policy effective 9/3/24. The policy is active as long as automatic payments are made which they have been to date. I notice an incorrect *** on the policy when I attempted to get my car fixed. I called and was told that correct *** has been updated and I was good to go. I then received a call the afternoon and was informed that *** could not be updated and I would need to cancel and get a new policy. I was i was informed the current policy would be valid until 5/31/25. Nonetheless, the policy cannot be used because the *** does not match my car. I was told that since I made payments for 9 months they can create the new policy 6 months, and I still would need to wait the 30 day period and the new policy has penalties which original policy does not.

  

  Business Response

  Date: 05/13/2025

  Ms. *****,

  You were informed on a recorded line that the current claim would not be covered when you purchased your new contract MFF4830166.  It was also recapped at the end of the call. 

  CarShield will refund your payments in full upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  CarShield will not reimburse for repairs as they are not responsible for the *** error you gave when you purchased the previous contract. 

  Customer Relations

  Customer Answer

  Date: 05/19/2025

  Complaint: 23319755
  
  I have reviewed the business' response and am rejecting it because:
  All of the issues were not addressed. I have also requested to have the 30 days waived from new contract along with the deductible to remain $200 not the $250. As well as, the removal of the $1000 deductible for the first 3 months. That was not in my original contract and for the same car to be registered with the correct VIN should not cause the change of policy. It seems as though as the customer, Im the one suffering. 
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/20/2025

   

  Our administrator, ******************** made changes to their contracts and have new terms and conditions. CarShield does not have the ability to change of those terms. 

  If you are unhappy with the terms of the new contract, we will happily refund you in full. Please email ******************************* if you wish to cancel the contract MRFLC5379030 and we will issue a full refund back to the card on file. . 

  Customer Relations

• Initial Complaint

  Date:05/12/2025

  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 have been with Carshield for a while now. They have changed the whole process of how you submit a claim. I put a claim in for my reservoir. Now the mechanics are are submitting the claims on behalf of the consumers. My claim was denied because of corrosion but my car did not have corrosion. The mechanics charged me $300 just to look at my car. I eventually had to pay to get my car fixed which cost me $1000.00. I continued to complaint because they stated that they would refund my money. I would like to be refunded in the amount of $1000.00.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this matter to our attention. 

  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim would have been authorized for the amount of $281.15  less the $100 deductible. Per the terms and exclusions of your VSC, your contract does not provide coverage for parts over the MSRP rate, excessive labor times, and components not listed for coverage such as coolant flushes. 
  
  
  You were informed that you were eligible for claim reimbursement. However, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $1000.00 inclusive of your reimbursement to you upon the execution of a settlement and release agreement and a waive of claims. If you wish to accept this offer, please email *********************************************************. If you do not wish to accept this offer, your reimbursement check in the amount of  $281.15 will be sent via *** overnight with tracking to the address we have one file. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 05/14/2025

  I accepted the refund the business has offered me. This issue has been resolved. 

• Initial Complaint

  Date:05/09/2025

  Type:Billing 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 Not given permission to put myself on automatic withdrawals. Car shield was supposed to wait for me to give there company permission to withdraw drawal funds from my account ********************** took 2 (two) withdrawals from my account in the month of March 2025. ***

  

  Business Response

  Date: 05/12/2025

   

  Ms. ******, 

  You contacted CarShield on 3/25/25 and attempted to make a payment but the payment was declined. It was tried a second time on the call and still declined. At that point you said you would call back.  

  As explained the date you purchased your vehicle service contract (MRF5202845), CarShield must receive your payment 4 business days before the due date or the payment will automatically be taken from the account on file.

   If you wish to cancel your contract, CarShield will refund your last 2 payments upon execution of a Settlement Agreement and Release.If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising 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 receiving non stop junk mail letters from Car Shield for nearly a year and every one of them is identical to the previous one. I love how they write IMMEDIATE RESPONSE REQUESTED Do they honestly think a customer will jump up and call them?I have done my homework on this company but wont get into what I think of them, read the thousands upon thousands of complaints from current and former customers how ********************** operates. What I find interesting is how and where they got my name, address, the exact year, make and model of the vehicle I drive. Is Car Shield snooping thru DMV records and is that legal? I would rather pay for my own repairs instead of having some Administrator dictate to my dealership how to fix and which parts they can or cannot use or they wont get paid. I will consult with counsel if this harassment continues and determine the legality of their actions and proceed from there.

  

  Business Response

  Date: 05/12/2025

  We have placed you on the do not contact list. Please allow 20 days for our system to update. 

  Respectfully,

  Customer Relations

• Initial Complaint

  Date:05/08/2025

  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.

  May 7th I took my truck into ******** ********* to have my Radio Display and driver side mirror fixed. This should have been a simple couple of hours fix. Instead I get a call from the service writer at Westside telling me that CarShield said they needed to send an inspector to verify the problem and it would take at least two days before an inspector could be there. This isn't an engine or transmission replacement this is a simple display and mirror **** fix. I called CarShield and they said that the reason for the requirement was that ******** didn't know what the problem was. Meaning Westside couldn't tell them what was wrong! This is a lie. I called Westside and they sent me the claim info with pictures that clearly showed the problem and the parts required to fix the problem. I don't know why a simple fix that should take a few hours is now gonna cost at least three days without my vehicle that I need for work. If you require an inspector to review every simple claim then you need more inspectors!!! This delay required by your company is ridiculous and unnecessary for this level of repairs and this requirement also devalues the contract and I have doubts I will ever renew this contract. Bad business!!!

  

  Business Response

  Date: 05/08/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim is currently pending inspection review for a verification of failure. 
  
  
  Upon review of your file, it was discovered that your claim was started on 5/7/2025.  Per the reported diagnosis provided by your elected repair facility, there is a failure of the radio unit/module and a failure of a mirror which was reported as damaged. Based upon the reported findings, your Administrator has deemed it necessary for an inspection to occur. A failure will be reviewed for coverage with a verification of failure demonstrated at inspection through a third party. Additionally, there has been no estimate submitted by your repair facility. An estimate will need to be provided to determine your claim costs and your Vehicle Service Contract's liability. Your claim cannot progress forward without an appropriate estimate.

  For more information regarding your claim, please call ***************.

  Customer Answer

  Date: 05/09/2025

  Complaint: 23302782
  
  I have reviewed the business' response and am rejecting it because:
  I called the dealer and they told me that nothing has been requested by Car Sield and in fact the estimate was sent to them in the original claim submission! They sent me the email proving it!! I even called Car Shield claims and confirmed that they are not in fact waiting on an estimate!!!! I don't like dealing with dishonest people and CarShield is full of them. CarShield is using a delay tactic hoping I say s**** it and pay for the claim myself! So far I have a $700 rental car expense plus the cost of the repair that CarShield is gonna have to pay. The rental car cost more than the repair!! How does that make sense? 
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/09/2025

   Mr. ******,
  

  CarShield does not adjudicate the claims and has no control over the time it takes to adjudicate a claim. ******************** is the administrator of your contract and adjudicates your claims. CarShield reaches out to AAS adjusters and they provided us with the information to respond to complaints regarding claims. 
  

  As a courtesy, CarShield reached out to the adjuster again and asked what is needed to verify the cause of failure whether is be an RDI or an inspection. Someone will reach out to you when we hear back from American Auto Shield.
  

  If you wish to reach out to the adjuster of your claim to confirm they in fact did receive the estimate in the meantime, they can be reached at ************. 

  Claims paid without prior authorization will be denied. Please submit your rental invoice for reimbursement. Please reference your contract for rental limits and cost authorizations. 

  Customer Relations

  Customer Answer

  Date: 05/12/2025

  Complaint: 23302782
  
  I have reviewed the business' response and am rejecting it because:
  I can't believe they said that it is not their fault because another company is responsible for the requirements not them. Strange because CarShield and American CarShield are the same company. Does not make sense!! Now they just got my bill for another $500 in rental car expense and cost me a week without my work truck and the cost of repair. For a simple radio. They need to get a common sense injection. 
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising 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 received this letter from this business informing me of a warranty on a vehicle that I DO NOT own! My first thought was that another individual has stolen my identity, with all of the scams that are taking place in the world today! If this is their way of promoting business, I feel it should be illegal! I contacted the company by the telephone number listed on the letter and informed them that I DO NOT own this vehicle and where are they getting their information? The agent stated that she has seen this in the past and wanted my vehicle information, I have no desire to pay for their services and have never had any contact with this company for anything! I requested to be removed and to not be contacted again & also informed them that this should be illegal! I am sure that I am not the only individual that would feel as I do about this being sent to them by ******** Please investigate this problem...Thank You for your time, I do appreciate it!

  

  Business Response

  Date: 05/07/2025

   

  Your information has been removed from our contact list. 

  Customer Relations

• Initial Complaint

  Date:05/07/2025

  Type:Product 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 signed up for a 60 free look, that I later cancelled on October 18, 2024 (16 days after signing up, when I called to get a quote, I asked the business to not give out my information, and they assured me that I would be opted out of selling my info, but I am now receiving a calls from another warranty company, and when I asked how did they get my info, one of the **** stated that Carshield provided my information to them, I then told the *** to not call me again, and that I am on a DO NOT CALL list.

  

  Business Response

  Date: 05/08/2025

   

  Your single payment  was credited back to the card on file on 10/21/24. We have attached the transaction id information for your reference. If you did not receive the refund, you will need to contact your financial institution. 

  CarShield does not sell information to other companies. Competitors obtain information in many ways and reach out to customers saying we gave them the information to give CarShield a bad name. 

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

  Customer Relations