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:06/28/2025

  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 had a contract with CARSHIELD and thank goodness I didnt have to use it at first. When I renewed my contract I was told that if I paid six months in advance, it would save me some money. Being on a fixed income, I really had to consider what I was doing. So I did purchase it for six months at $569.94 for a savings of a whopping $30.06. At the time, I asked the agent if I had to have pre-authorization for a claim or if I had to pay it out-of-pocket, could I submit the receipt? I was told either way would be just fine. It was not a problem! And I was also told of my coverage and that I had a $100 deductible.About a month later, my car broke down and I had to get it to the dealership on a Sunday evening. They worked on it thing Monday morning. They needed to order the parts which took one week. I did not even ask CARSHIELD about a rental. When I receive my car back, the total cost was $747.64 that I paid out of pocket. I called to submit the claim and I was abruptly told that that is not how it should be done. I needed pre-authorization ahead of time! I was given an email to send in the paperwork foremergency reimbursementWhich I did have a clause in my contract for!I have been denied any reimbursement. I was told I had a $250 deductible which is different from what I was told in the beginning. When I argued the point and decided I wanted to cancel my contract and be reimbursed for the payment. I paid out just one month prior. They agreed to only reimburse me $269.97. Which means they charge me $299.97 for one month of coverage. If I wouldve only been on a monthly charge, it would have been about $99 for the month.This company is a disgrace! I am sorry I ever saw their commercial or heard anything about them ever! I am warning other consumers to stay away from CARSHIELD! It is basically a scam, thats how I feel. Stay away.!!!!!!!!!!!

  

  Business Response

  Date: 06/30/2025

  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 Manager 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 ("***"). 
  
  
  Upon review of your file, it was discovered that your repairs were completed without prior authorization. As stated on every page of your ***, "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION". Your claim was correctly denied for failure to receive authorization from your administrator prior to the completion of the repairs. The Legal Claims Manager has reviewed your invoice to determine what would have been eligible for coverage had the appropriate claims process been followed.  The only portion of the repair that would have had coverage would be the belt tensioner. The belts, wiper blades, and associated labor are all components excluded from coverage and would not have been eligible for the claims process. As *** liability for the tensioner repair would have been less than the $250 deductible, the *** would have no liability for this repair and this repair would not qualify for emergency repairs under the provision in the contract due to there only being a noise when vehicle was brought in and the  total repair exceeded $500. Furthermore, CarShield has pulled your sales call, and at time stamp 20:46, you were informed of your $250.00 deductible, unless the repair is concerning a transmission or engine rebuild, in which your deductible would be $500.00. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. You have been refunded back three monthly payments as a courtesy. There will be no further refund due. 
  -Customer Relations 

• Initial Complaint

  Date:06/27/2025

  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.

  Subject: Formal Complaint and Refund Request for CarShield Contract Services Not Rendered I am writing to formally express my deep dissatisfaction with the service I have received as a CarShield customer. I have maintained an active contract with your company for over a year and have paid approximately $1,500 in warranty coverage for my vehicle with the understanding that I would receive support for repairs and rental coverage as needed.Recently, I experienced electrical issues with my vehicle and attempted to utilize the coverage I have been paying for. To my surprise and frustration, I was informed that the issue is not covered under the terms of my policy. Additionally, the rental car I required while my vehicle was being assessed and repaired was also not covered, contrary to what was advertised when I purchased this plan.I have reached out multiple times to your customer ********************** department and spoken with several representatives. Each time, I was assured that someone would follow up with meyet no meaningful resolution has been provided, and I am now left with mounting out-of-pocket expenses. This has been an incredibly disappointing and financially damaging experience.Based on the lack of coverage, lack of communication, and unmet service expectations, I can only conclude that the CarShield service I paid for does not operate in good faith and may be misrepresenting its benefits to consumers.I am formally requesting:A cancellation of my service effective immediately.A full refund of the $1,500 I have paid into this contract, as the services promised have not been rendered.Written confirmation of this cancellation and refund within 14 business days.

  

  Business Response

  Date: 06/30/2025

  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 pre-claim based on the correspondence you have provided. The pre-claim inquiry was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your pre-claim claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield contracts provide a wide variety of coverage for many of your vehicle repair needs. However, concerns for a failed TIPM will not be available for coverage as they are not listed as an included component within your contract. A more extensive list of terms and conditions may be located within section "GENERAL EXCLUSIONS" within your contract. 
  
  
  CarShield provides a thirty day, money back guarantee that is afforded to all CarShield customers in order to review their coverage and determine if it meets their everyday needs. You have surpassed this time period for a full refund. However, as an effort to resolve this matter, CarShield is willing to provide a refund of five monthly payments for contract(s) MRF5184800  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. Per your request, your contract has been cancelled. 

  -Customer Relations 

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  I accept the 5 payments of refund on this contract. 
  
  Sincerely,
  
  ***** Hence

• Initial Complaint

  Date:06/27/2025

  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 asked numerous times to take me off the call list. Email list and mailing list to know avail.This is starting to get old. They just refused to take no for an answer.

  

  Business Response

  Date: 06/30/2025

  We have removed your phone number and email address from our contact list as of 6/30/25. 

  -Customer Relations

• Initial Complaint

  Date:06/27/2025

  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.

  Car shield refuses to pay to replace/repair the engine manifold which is cracked even though the coverage states that it covers the engine. Their argument is that the bolt is broken as well as the manifold and they wont cover the bolt that holds the manifold so they arent paying for any of the bill to replace the engine manifold.

  

  Business Response

  Date: 06/30/2025

  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 Manager 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 repair facility has sent in  pictures that included an exhaust manifold that was not proven to be warped or damaged in any way. Upon the initial intake with your repair facility, broken bolts were mentioned but there is no coverage for fasteners within this contract. As stated within your ***, your contract does not provide coverage for any part that has not been proven to have broken or failed, even if the repair facility suggests it replacement. Without a valid and coverable cause of failure being identified, your claim will remain denied at this time. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. As you claim payout exceeds what has been paid into you contract, there will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:06/27/2025

  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.

  We were with them for at least 2 years. The car broke down and they told us to take it to the H34323430373131****35Hhip. H31**34363234333237**H said to take the engine apart, we had to pay $700 and H31**34363234333237**H denied the claim. We had to pay another $700 to put the car back together. We didn&#**;t pay the $700 to put it back together and H31**34363234333237**H denied the claim. The mechanic put all the parts in the back of the car and we had to tow the car back home. H31**34363234333237**H was through with it. They were saying I was neglecting my car but I was not, I had the oil changed on a regular basis. It was a preowned truck so they told me to take it to the H34323430373131****35Hhip. I took it to ****** ******* Chevrolet and they said they don&#**;t fool with H31**34363234333237**H anymore because they don&#**;t pay their bills. They would not even look at it until we paid $700. We had to pay it out of our pockets. I would like my money back because H31**34363234333237**H didn&#**;t do anything for us.

  

  Business Response

  Date: 06/30/2025

  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 Manager 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 per review of inspection there is a piston ring failure on cylinder 7. As stated within your VSC, Piston rings are deemed excluded from coverage if the failure is not due to the piston rings being worn past the manufacturer's tolerances which was not demonstrated at the time of the inspection. Per review of the photos provided at the time of the inspection, it is clear that there was a leaking fuel injector that was further exasperated due to continued operation. The continued operation  led to fuel/oil intermix thereby leading to the end result of the piston ring to failure due to lack of lubrication and carbon shown on adjoining cylinders which would all be exclusions to coverage. Per the terms of your contract, your VSC does not provide coverage for failures caused by continued operation, carbon, and lack of lubrication. A more extensive list of terms and exclusions may be located within your contract in section, "GENERAL EXCLUSIONS".  
  
  
  American Auto Shield and CarShield stand by the adjudication of you claim, and this will not change. However, as an effort to resolve this matter, CarShield is willing to provide a refund of twelve monthly payments for contract(s) MRF4357751 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:06/26/2025

  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.

  The salesman would not let me talk it over with wife he keep telling me now much of a mistake I was making by not signing up right away. I even told him I was getting upset and he would not stop hounding me about the protection I was going to miss out on. He said Im just trying to protect my family. Im not sure how your family is but I talk about any expense with my wife. I ended up hanging up on him. Now I dont want to deal with carshield you can thank the salesman I would rather pay $10000 than deal with carshield. I will work with a different company for auto repair

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention, and the sales call will be investigated.

  We have removed you from our contact list.

  -Customer Relations 

• Initial Complaint

  Date:06/26/2025

  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.

  In November 2024, my car was not running right so I called Car shield they said I had to take it to one of their providers.(mechanic.) that will accept their insurance the first place they suggested said that they dont pay and they dont want the car the second place said didnt have time to fix it the third place took it so meanwhile, Im out over $300 in tow bills because theres no facilities close too where I live it took them from November to February of 2025 to approve a new engine car shield said they had to put a used engine in my 2017 **** fiesta they said the engine has less than ****** miles on it and they will cover parts and labor for a year long as long as I stay current on my contract last week, it was making some noises again the first place I told it to Car shield denied the claim saying that bolts arent covered under parts and labor and the place you put the engine in doesnt want it because they didnt paid from the first time they put the engine in and again Im out hundreds of dollars of tow bills and for them to tell me that theyre not going to cover it

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond in a timely fashion. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your file based on the correspondence you have provided. Your file was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your pre-claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  CarShield vehicle service contracts provide a wide variety of coverage for many of your vehicle repair needs. However, upon review of your file, it was discovered that your repair facility advised your administrator of a broken AC compressor bolt that was causing noise, as well as a bad strut. Your "hardeners/fasteners" are not a coverable cause of failure within your contract, and struts are not a component listed for coverage. Your pre-claim was correctly denied, and both you and your repair facility were informed that there would be no coverage for your claim on 6/19. Any repairs that you have elected to complete in association with these concerns would not be eligible for coverage, nor reimbursement and are deemed your responsibility per the terms and conditions of your contract. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  Additionally, CarShield provides roadside protection benefits with a maximum of $125.00 per occurrence. If you wish to submit your paid rental invoice for reimbursement, please email ************************************ Any amounts exceeding $125.00 would be deemed your responsibility per the terms of the contract.
  
  
  Furthermore, CarShield has authorized AND paid $8013.12 in less than one year since the inception of your contract toward repairs for your vehicle. As this is nearly quadruple of what you have paid in toward your VSC, there will be no further refund due.

  -Customer Relations 

  Customer Answer

  Date: 07/03/2025

  Complaint: 23525385
  
  I have reviewed the business' response and am rejecting it because:
  First of all, its your recommended Auto shop like I said as a result, the lady on the phone told me that all parts in labor to put the engine in is covered then why doesnt the facility want to take the car back? Why did your other facility tell me that they didnt put it incorrectly so why is it my fault that you guys recommended a auto shop they didnt fix it right the first time and now youre telling me youre not gonna pay for the bolts if they broke or put it wrong because theyre not a quality repair shop I really hope you reconsider the tow bills and everything I understand is a deductible but youre telling me you want to tow to your shop. Why do I have to pay for tows because you cant tell me what shop is gonna be able to work on the car or what is wrong with it? Like I said, the first shot theyre not even qualified for a lot of thingsThats my expense which is not fair. The lady in the phone told me all parts in labor your other certified mechanic shop said is because the other shop did not put the bolts in correctly if they didnt do the job right the first time and thats my fault promise shop that is one of your shops that you told me I had to take it to I hope you reconsider and have the shop who said that the other shop messed up with bolts in your other certified shop have them fix with the shop didnt fix the first time thats not my problem. Thats your problem. You told me to go there I dont wanna go there thats where I had to be towed. Thats what you said three times $2000 cause you guys told me to take it to the wrong shop should not be out of my pocket thats got your pocket and you need to take it up with the other shop. I feel like Ill messenger boy.
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/07/2025

  Mr. ************************************** provides all CarShield customers access to the shield ********************** network. To qualify as a Shield Repair Network shop, the repair facility must have an ASE mechanic certificate, and accept CarShield coverage. CarShield nor ******************** have an affiliation with your choice of repair facility outside of a transactional relationship that is fostered by your Administrators authorization of claims and an acceptance of coverage. If a customer calls in for recommendations, ********************** will provide a list of shops that accept CarShield coverage within your area. CarShield has no further information regarding the extent of repairs a shop may complete outside of the above referenced stipulations, nor does CarShield endorse repairs completed by these repair facilities. Furthermore, the cause of failure is a broken bolt which is not listed for coverage under your contract terms.  If you wish to submit for towing reimbursement, please utilize the email address above. However, there will be no further refund due. 
  
  

  Customer Answer

  Date: 07/08/2025

  Complaint: 23525385
  
  I have reviewed the business' response and am rejecting it because: as you could tell by the work order, its not due to the bolt. Its due to the labor who put the bolt in which that is covered underneath your warranty and has nothing to do with the bolt being not covered. Youre the one who suggested car shield did to take it to this mechanic they installed it wrong, which would be under labor not under bolt even though bolts is a part which is confusing, but its not confusing and you steered me into that facility to use. They dont want the car back. Its not my problem. Its a warranty problem cause of labor not because of a bolt which, even though your warranty says parts and labor, which a bolt is a part look at the work order you should fix it thank you
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/26/2025

  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 have been a customer of ********************** for about 3.5 years. I had several issues with my vehicle at the same time. What started the claim was a visit to the shop because of the check engine light. Upon inspection, the shop discovered an exhaust manifold leak, which CarShield agreed to cover. They also discovered a problem with the front 4x4 transaxle. The 4x4 transaxle is listed specifically in my policy as a covered component. But, CarShield has denied the claim because they found rust on the damaged parts. Rust on components that are located underneath my 4x4 Ram 1500 truck. The rust is not the cause of loss, but rather a result of the failure of the parts. It is no surprise to me that the *** sanctioned CarShield for $10 million dollars due to misleading advertising and sales. I feel that I have been lied to. Also, my calls are met with vague answers and a put-off of 24 to 48 hours to speak to a supervisor who, is just going to tell me the same thing I just heard from the CSR.This is the most egregious and unprofessional business. I knew that I would have to deal with the usual insurance company runaround, but I did not believe that I would be completely misled about the quality of policy I was purchasing. By the way, this is their Platinum package.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity tor 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 Manager 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 authorized for repairs/replacement of the exhaust manifolds, reinforcements and blind spot module in the amount of $2,224.70. However, it was found that your repair facility advised that the front differential intermediate clips had broken causing the shafts to walk out, etc. The part found to have failed was identified to be an axle shaft snap ring. These components retain the CV axles when the CV axle slides over it. The fastener's are not a coverable cause of failure, and were found to be missing altogether.  Therefore, the requested components of CV axles/half shafts, and front diff assembly are sub damage from that failure and would not be eligible for coverage as your VSC does not provide coverage for noncovered components damaging covered components per the terms and conditions of the **** Furthermore, damage to the Coax cable in relation to the rear camera was shown to have been damaged from external factor and was denied as your VSC does not provide coverage for damage caused by external influences. Moreover, the active grille shutter concern is not a component listed for coverage within your VSC, and would thereby be ineligible for the claims process. A more extensive list of terms and exclusions may be located within *** under section, "GENERAL EXCLUSIONS". 
  
  
  CarShield has no contractual obligation to provide a refund past the thirty day, money-back guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a one time payment directly to you in the amount of $2,224.70 upon execution of a settlement and release agreement and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

• Initial Complaint

  Date:06/26/2025

  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.

  A year ago, we have been seeing advertisements for H31**34363234333237**H, so eventually we signed up with them. My husband has a 2012 Dodge Ram so we decided to purchase a policy. The same day we took it to a H34323430373131****35Hhip because the ac went out. The first time we took it to the H34323430373131****35Hhip we found out there was a problem to be fixed and took it to a mechanic, but H31**34363234333237**H didn&#**;t cover it. We took it to the H34323430373131****35Hhip and it was repaired but we paid for it. It went out again so contacted H31**34363234333237**H and found out it would not be covered because it was preexisting problem. We have paid for the policy but they are doing nothing for us.I want a refund.

  

  Business Response

  Date: 06/30/2025

  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 Manager 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 the ** concern within your claim has been documented to have occurred prior to the inception of your VSC and throughout your waiting period. The record from 7/31/24, nearly 12 months ago, shows the A/c system was diagnosed but not repaired at that time. There is no evidence that it has been repaired since the contract was purchased on 7/31/2024.Per the review of your vehicle intake report with your claims adjustor, you had stated that the ** leak was present last year and you did not have the time or the funds to repair the issue. As stated within your contract, a pre-existing condition is deemed a mechanical failure/issue that is present prior to the inception of your contract and up until the end of your waiting period. Your contract does not provide coverage for pre-existing conditions. You were informed of the pre-existing exclusion clause during your initial sales call on a recorded line. As you have not been able to provide service records suggesting you have repaired this issue, your claim will remain denied for pre-existing conditions.
  
  
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee that is afforded to all CarShield customers. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide you a refund of five monthly payments for contract(s) MRF5153188  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 

  Customer Answer

  Date: 07/01/2025

  Complaint: 23523362
  
  I have reviewed the business' response and am rejecting it because:
  When we we told the issue , the dealership refused the car shield warranty due their repartition of not paying them.   We then contacted car shield again to please find us a dealership that would accept their service.   They never had  die to the winter season there was no rush for AC to be repaired.  
  This issues was discovered after we purchased the policy , and was told we had to wait  25 days before we could use the policy for the repairs.   Again after we purchased the policy, we had the problem found.   It was not pre existing, and did not get fixed because Car Sheild would not at that time .   We were told we had to wait for the ***** period then to have this done.  
  the have Faultly mislead us, never provide a new dearlership until we called again recently.   They are very up professional and take advantage of people and lie 

  
  Sincerely,
  
  ***** & ***** *******

  

  Business Response

  Date: 07/01/2025

  Mr. *******, 

  Any issue or concern that is found during the "grace ******** also defined as "waiting period" is considered a pre-existing condition. Waiting until the end of the waiting period would still consider the failure pre-existing as pre-existing is the length of time prior to the inception of your contract, UP TO the end of your waiting period. At no point were you informed to "Wait until the end of the the waiting period" to get your vehicle fixed for this concern. That is simply false. You must wait until the end of your waiting period to file a claim for concerns that have been found to have occurred AFTER the end of your waiting period, rather than prior or during your waiting period. 

  If you wish to accept the offer made in CarShield's last response, please email ******************************** This will be CarShield's final offer. 

  Customer Answer

  Date: 07/02/2025

  Complaint: 23523362
  
  I have reviewed the business' response and am rejecting it because:
  
  No resolution was offered.  I will continue to let agencies know how this company is ripping people off.  And yes , we were to told to file a claim after the waiting time.  
  mis communication on your part and not clearly explaining anything .

  we feel we are entitled to to some sort of refund.  
  
  Sincerely,
  
  ***** & ***** *******

  Customer Answer

  Date: 07/03/2025

  What solution was offered from Car shield.  We asked that you provide this solution as we do not. Have access to the previous email.   
  you did not provide this solution please do not close this case without clear understanding. 

• Initial Complaint

  Date:06/26/2025

  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 had a transmission pulled out of my car. It has been 2 months and they just now passed it on to the adjuster. The adjuster emailed the car H34323430373131****35Hhip in ****. They won&#**;t pay for a GM transmission because it is more money and it is rebuilt. I have to pay for the labor for 14 hours and they haven&#**;t done anything.I would like a refund of $590.00.

  

  Business Response

  Date: 06/30/2025

  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 Manager 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 authorized for all MCE coverable parts and verified labor for the transmission concern per the terms of the contract. CarShield contract's provide a wide variety of coverage for many of your vehicle repair needs. The vendor part  for your transmission has been ordered and is currently being shipped to the facility. However, components not listed for coverage, unverifiable labor times, shop fees and taxes would be considered your responsibility per the terms of the contract.  Your claim has been marked for movement, and your transmission has been ordered with an ETA of July first. Once received, payment will be released following the normal claims process upon the completion of the repairs and a signed finalized invoice submitted by your repair facility.  For more information regarding the finalization of a claim, please contact ********************'s claim department: ****************. 

  -Customer Relations