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:05/08/2025

  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 took my vehicle into a authorized repair shop On car Shields list and car shield refused to have it worked on because the repair shop did not give 12 months warranty on labor nowhere in my contract does it state 12 months coverage on labor only for parts I have been paying On my contract for over a year with no late payments whatsoever and now for them to refuse my vehicle to be worked on by the only repair shop that I trust I canceled my contract with car shield I just wanted you to know they're ripping off a disabled veteran and a senior citizen on ****. I think that this company car shield should be shut down and put out of business for the way they treat their customers and how they lie about their coverage for vehicles

  

  Business Response

  Date: 05/12/2025

   

  CarShield will issue a one time payment in the amount of $987.00 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

  Customer Answer

  Date: 05/12/2025

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

  Customer Answer

  Date: 06/03/2025

  INFO@CARSHIELD .COM

  CONTRACT# MRF5114967

  PHONE#************

  ******* ********

  

  Business Response

  Date: 06/03/2025

  Mr. ********,

  You settlement and release agreement has been emailed to the email we have on file via docusign. If you have further questions, please email *********************************************************

  -Customer Relations. 

  Customer Answer

  Date: 06/05/2025

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

• 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

• Initial Complaint

  Date:05/07/2025

  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 signed up for Carshield with the hopes of having protection for my vehicle. I called with concerns after seeing a lot of complaints that they were not covering claims. They reassured me that this was not an issue. This was also a fixed cost coverage so getting a new policy would be at a significant increase due to the mileage and age of the vehicle increasing over time. I am requesting a refund for the amount put in to the contract up to this date. This can be used to obtain a reliable coverage and offset the increase I will now incur for the remaining life of the vehicle. This contract was started in May 2024. I would like the account cancelled after refund has been issued. Thank you.

  

  Business Response

  Date: 05/08/2025

   

  Carshield vehicle service contracts come with a 30 day review period giving our customer ample time to review the contract and cancel with a full refund within those 30 days. CarShield has no contractual obligation to refund any payments after the review period has passed. 

  In an effort to resolve this matter, CarShield will cancel your contract today and refund your last 6 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

  Customer Answer

  Date: 05/09/2025

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

  Customer Answer

  Date: 06/01/2025

  Hello, I have completed the agreement with CarShield based on the terms of cancellation and 6 full payments refunded. The account has not been cancelled and another payment is now being processed. I will reach out during their next business hours and have sent an email to the agent settling the dispute. I am hoping they can reverse this payment, complete cancellation, and follow through with the refund but want to note that this is currently the status of how this is proceeding.

  Customer Answer

  Date: 06/01/2025

  Hello, I have completed the agreement with CarShield based on the terms of cancellation and 6 full payments refunded. The account has not been cancelled and another payment is now being processed. I will reach out during their next business hours and have sent an email to the agent settling the dispute. I am hoping they can reverse this payment, complete cancellation, and follow through with the refund but want to note that this is currently the status of how this is proceeding.

  

  Business Response

  Date: 06/02/2025

   

  This matter has been resolved. The recent payment will be refunded to the card on file and the settlement check will be sent tomorrow (6/3/25) via *** with tracking.

  Customer Relations

  Customer Answer

  Date: 06/03/2025

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

• Initial Complaint

  Date:05/07/2025

  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 purchased a *** 4/10/25. The car began to have issues between ***** days of ownership, did not have any initially. Between ***** days it went in for service and needed 6.2k worth of service to maybe fix it at which point Carmax reversed the sale to me and bought it back completely because they did not want to pay and I realized the car was essentially double covered thru Carmax and CarShield. I also did not try to stick CarShield with a claim though I could have. I was pressured into buying this when I called on one when in reality it shouldnt have been bought until after the existing 90 day warranty wore out or truly day 60 to allow for 30 day exclusion period. Regardless I did not use this and the car sale was a bad deal from the get go which is why it was reversed. I should not have been sold This until at least day 60 or at least asked about any existing coverage. Now when I call for refund no one will tell me anything but wait 30 business days and see if you get anything back but you probably wont. *** bought plenty of other warranty's where its prorated cancelation so maybe paid more up front but most on the return, never before so difficult even finding out how much if any refund will be granted. Customer ********************** was very pushy to get me to buy a new warranty on initial cancel call and then once I did very rude and told Me simply to just keep waiting. Granted this shouldnt have been sold to overlap and shouldnt be so difficult to get a refund. Its not even a ton of money but its the principal in how this has been handled from the get go.

  

  Business Response

  Date: 05/08/2025

  Based on the information provided, CarShield will issue a full refund of monies paid into contract(s) ABF5308235 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.  
  Respectfully, 
  Customer Relations. 

  Customer Answer

  Date: 05/09/2025

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

  This company has been repeatedly trying to contact me for the last year or better about a car that has been totaled since 2019. Every time I get a letter I call the phone number and I tell them the car is totaled and they tell me they're removing my name from the list and then I get another letter or another phone call. This is obnoxious and annoying and I don't understand how they have any information about a car that was totaled in 2019.

  

  Business Response

  Date: 05/08/2025

  We have blocked your number from our system, as well as the email provided in your BBB complaint to prevent any further correspondence electronically. 

  Respectfully, 

  Customer Relations

• Initial Complaint

  Date:05/06/2025

  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 dealing with Car Shield since September 30, 2024, trying to get my 2015 GMC Yukon Denali XL fixed. On September 27th, while on a business trip, I noticed a noise from the engine and sought assistance from Tires Plus and ***** Tire. Despite initiating a claim with Car Shield and providing the required information, Car Shield repeatedly requested more photos, causing significant delays. Communication issues with both Car Shield and ***** Tire led to frustration and lack of progress. The repair process extended from September 27, 2024, to March 13, 2025. Car Shield blamed me for driving the vehicle and did not want to fix or replace my engine properly. ***** Tire performed minimal repairs, ultimately replacing the collapsed lifter and rod. After picking up my vehicle on March 14, 2025, and driving it back home to ***********- 3 hours away, I noticed issues with acceleration and the check engine light came on. I contacted my local shop, Tires Plus for further inspection, but Car Shield continued to request more photos, causing further delays and not trying to work with my shop who is cooperating. I have been dealing with Car Shield for over eight months, relying on friends and family for transportation. I am frustrated with Car Shields deceptive practices. All I want is my car fixed. I did everything right- I immediately pulled over to prevent further damages. I delivered the vehicle to a licensed repair facility, and I filed a claim. This has been an 8-month nightmare, and no one wants to take any accountability for a service that I am still paying for. The sole purpose of the warranty was in the event something happened. Something happened and Carshield is refusing to pay. I recently found out that Car Shield has many lawsuits pending for this same issue. I was also never reimbursed for the rental that I used to continue on with my business trip in September. Any assistance you can provide would be greatly appreciated. Please help.

  

  Business Response

  Date: 05/08/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS")administers repair claims brought under vehicle service contracts (contract)sold by CarShield.

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your current claim ******* is directly related to ******* in which you had your vehicle brought into the repair facility due to an engine noise you heard. After further diagnosis it was found your engine had suffered from a lifter failure resulting in further damages to the camshaft lobes and push rods. That claim was authorized for the root cause of failure credit only as the camshaft lobes indicated the failure had been occurring for some time before being brought in. The claim was authorized and both you and your chosen repair facility were informed multiple times that the authorized amount was for a credit to be used towards engine replacement only. You chose not to replace the engine and instead replaced the cam shaft and lifters which would be considered an improper repair.  The current claim for the vehicle is due to what has been identified as a head gasket failure, something that would have been replaced during the camshaft and lifter replacement. That failure being less than 12 months and ****** miles since the last repairs should be covered under your original repair facility's warranty since they performed those improper prior repairs.

  At this time, as a gesture of good will, the claims department did however authorize the head gasket replacement in the amount of $1698.37. As a courtesy, CarShield will void that authorization and send you a one time payment of the authorized amount with you signature on a Settlement and Release Agreement.  If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  You will need to contact the first repair facility for the warranty work. 

  Customer Relations

   

  
  
  

  Customer Answer

  Date: 05/12/2025

  Complaint: 23296619
  
  I have reviewed the business' response and am rejecting it because:

  
  You stated that the condition of the camshaft lobes indicates prolonged failure before the vehicle was brought in. Please explain the methodology and criteria used in this analysis. In our case, we stopped the vehicle immediately upon hearing a noise, and there were no prior indications of trouble. Could you provide detailed technical evidence or documented benchmarks supporting your conclusion?
  
  At no point were we informed that an engine replacement was necessary or given guidance on the appropriate course of action. Kindly provide any recorded communications or internal documentation that indicate such a recommendation was ever made to **. Without this, our decision to stop driving the vehicle and take immediate action appears both reasonable and in accordance with our warranty obligations. 
  
  Our warranty clearly stipulates that prompt measures must be taken to prevent further damage. In alignment with this, as soon as we detected the abnormal noise, we stopped driving, arranged for a tow, and contacted a preferred shop. We literally slept in our vehicle until a shop was open as we were traveling out of town during this loss. Given these immediate actions, we find it difficult to understand how further damage could have resulted from our conduct. Please clarify how you are substantiating any claim of negligence on our part.
  
  We have been without a vehicle for eight months, significantly affecting our daily life and travel. We have not only adhered to the warranty's guidelines but have also incurred additional hardship (e.g., the cost of a rental vehicle) with no explanation for why our damages are being denied. We request that you present the specific evidence and rationale for these denials, including why partial or full engine replacement was not covered under our warranty.
  We respectfully ask for prompt clarification on these points, as our actionsfrom stopping the vehicle immediately to arranging for its safe transportwere taken in full compliance with our warranty conditions and in an effort to prevent further damage. We seek not only a clear explanation but also assurance that all findings are supported by documented evidence.
  Please advise me on how we were negligent in this scenario. I've reviewed the exclusions and none of them were applicable, nor did we receive any type of denial for partial repairs not covered. Please advise as I just want my vehicle back as it has not been drivable for 8 months and this is not affecting my livelihood. 
  
  Thank you for your immediate attention to this matter. I look forward to receiving your detailed response so that we can resolve this issue swiftly and fairly.
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/16/2025

   

  CarShield's legal team has reached out to Mr. ****** and are in the process of working on a resolution. 

  Customer Relations

  Customer Answer

  Date: 05/20/2025

  Complaint: 23296619
  
  I have reviewed the business' response and am rejecting it because: I did received a call on May 12th around 2:30 pm CST from a carshield legal representative, however I have not received any additional communication to work towards a resolution or a follow up since than. I would really like to get this resolved as I have been without a vehicle for 8 months with no alternative. I am pleading with Carshield to please make this right and try to resolve this matter timely. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/06/2025

  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.

  Had my ************* Into Midas for front-end issues Spent 4 hours with your firm and Car shield made a circus about coverage

  

  Business Response

  Date: 05/07/2025

  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 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 a wide variety of coverage for many of your vehicle service contract repair needs. However, items such as seal leaks and suspension component failures are not listed for coverage within your Power-Train Gold contract, and would not be eligible for the claims process.
  
  
  Your contract was cancelled on 5/8/2020 and you were refunded in full. CarShield considers this matter closed.