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:05/07/2025

  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. 

• 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.

  The gear shifter in my truck fell out into my hand on my **** F-150 truck. I called Carshield my extended warranty service and the person there said OK we want you to take it to ************************* in *************** *****. They also called the roadside service to tow it. Now that the **** Dealer has fixed my truck they say they arent going to cover it. The Dealer charges $135.00 an hour for repairs. My usual mechanic charges $85.00 an hour. Carshield gave me the conformation and number gave me a tow call. So now my truck is finished they are saying it isnt covered.

  

  Business Response

  Date: 05/07/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns in a timely fashion.
  
  
  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 the gear shift assembly are deemed excluded from coverage and would not be eligible for the claims process. Programming for uncovered repairs would be deemed your responsibility per the terms and conditions of your VSC. As rental authorization is only provided for covered repairs, your VSC would not provide rental due to a gear shift assembly failure. A more extensive list of terms and exclusions may be located within your contract.
  
  
  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 refund contract(s) MRF5304700 in full 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

• 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.

  Back in December I purchased a CARSHIELD Warranty. My vehicle is getting older and I wanted the protection just in case something went wrong. Recently I took the car in for regular maintenance, when all of a sudden the car starts acting up. Took it to the mechanic and was told it needs an engine. Well, I have the warranty should be covered. ****! Apparently there is a manufacturer defect with my engine and it cancels out warranty.This was NO WHERE in the documentation that I got from CARSHIELD. An engine is an engine, I had no idea there was a defect. Its nothing I did to the car.

  

  Business Response

  Date: 05/06/2025

  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 ("***"). 

  
  Upon review of your file, it was determined that the request for the head gasket replacement was made by the repair facility to fix a manufacturer defect on this engine where the deck of the engine block warps due to a faulty casting defect and heat creating a head gasket leak internally. The repair would consist of using an updated engine block to correct this concern. However, the engine block is a component excluded for coverage unless the damage is caused by a failure of a lubricated moving part. The replacement of the head gasket would not be the case as this is an overheat warpage failure/casting defect that would not be covered under the terms of the contract.
  
  
  As stated within your contract within the "GENERAL EXCLUSIONS" pg.8, 25(a). of your contract: breakdowns as a result of a defect, product improvement or change that the vehicle manufacturer has announced as its responsibility by a public recall, technical service bulletin and/or special policy for the purpose of correcting such defect or product shortcoming would be deemed the vehicle's manufacturer's responsibility, and would not have coverage per the terms and exclusions of your ***. 
  
  
  As the cause of failure was identified to be due to a manufacturer's defect, it is considered the liability of the manufacturer, and would not be eligible for the claims process.  You would need to contact the manufacturer directly to see if assistance can be provided through the manufacturer, and if not, this would be an out of pocket repair as the *** liability has been met.
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a full refund of contract(s) MRF5301192 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. 

• Initial Complaint

  Date:05/06/2025

  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.

  Carshield started off by giving the repair shop hard time about authorizing them to open up the engine & see what was going on. Then Carshield approved for the right side lifters to be replace. They stated they would cover 2800, but they would not cover the other three parts that the shop advised them that needed replace stating the shop didnt prove failure in the other parts. So i would be responsible for the $100 deductible & like $1400 for the other parts. I of course had to agree so the shop could open up the engine. Once the shop opened up the engine. They sent more pictures I believe a total of 30 pictures was sent. They informed Carshield that the engine needs to be replaced. There was some metal in the oil and the lifters was mushroomed. Carshield then inform me that my claim was only approved for a repair & not a replacement per them, It wasnt enough metal in the oil that the engine needed to be replaced & that was only the repair shop recommendation. Then they tell me that I can use the $2800 for the lifters to go towards the replacement engine. I advised them if theyre telling me my engine doesnt need replaced. Im only approving what theyre saying that needs repaired. I was then told no I cant do that. After countless of ************* Carshield approved to have an adjuster go out & look at the vehicle. They come back that the vehicle needs a engine, but theyre not gonna pay for it because its not a lubricated part anymore. But they will add another $1400 for another part that needs replace in the engine. Theyre now telling me that I had to be driving my vehicle after it messed up which is 1000% not true. My vehicle has now been down for almost 2 months because they are refusing to pay to get the engine replace & want me to come out of pocket $6000 Also, when you get an engine replacement, you get 14 days for a rental car. They will only pay for seven days because they are not the one thats gonna pay for the engine to be replaced.

  

  Business Response

  Date: 05/07/2025

  A member of the CarShield legal department will be reaching out to your shortly in an effort to resolve this matter. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 05/17/2025

  We accepted the company resolution.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair 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 March 11, 2025 I had issues with my vehicle and I to have it towed to a repair shop, after the shop provided the information to H31**34363234333237**H, they sent an adjuster out, and they said there was a leak hose, and requested that I provide proof that I had been getting my oil changes regularly, which I did, but they still denied my claim, I then had to get financed in order to pay for the engine which should have been covered under my H31**303835363538**38H, during this, they covered my rental. I am now dealing with yet another issue with my alternator and the reservoir that the shop did not fix when my car was in the shop the first time, and they did not confirm that my reservoir was even repaired, and the *** I spoke with informed me that they paid the first shop to fix it when they did not, now my car is at Meineke and I am told that I have to wait on parts to come in for my car to be fixed and it has 8 days and they are now denying me a rental, that the adjuster promised, when I called on April 26, 2025 to check on my claim, and the *** tells me that it was added to my previous claim and my rental was denied, which I can&#**;t understand how that is so, when I was told my claims would not be combined. I have had to go back and forth with H31**34363234333237**H due to them not communicating with me effectively nor are they making sure the shops are doing the repairs before paying them. I am now without a vehicle yet again, and being told that it may take two more days for the parts to come in, which leaves me to have to commute via train, **** and a bus to get to work and to drop my 2 children off at 2 different schools, which is not the safest and is an inconvenience to us all.

  

  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 ("***"). 
  
  
  Upon review of your file, it was discovered that your vehicle was originally brought in for coolant leaks and engine concerns that were found to be not listed for coverage due to how the failure occurred. Your claim was partially authorized on 3/8/25 for the coolant reservoir to be replaced. However, the repair has not been confirmed to have been completed. Your vehicle was moved to a second shop on 3/10/25. Your claim was authorized for 7 days of rental on 3/8/25, and an additional 10 days on 3/26/25, significantly over the limit the *** is liable for. As stated within your ***, your contract only provides seven days of rental per your claim type. 
  
  
  Additionally, there is  an authorized repair for control arms that was given on 4/22/25 and has since been paid out. Your claim is currently pending the final invoice for the coolant reservoir and alternator replacement before payment may be released. As your *** has met the liability for rental of your claim type, no additional rental coverage will be authorized. You may submit your invoice to ****************************** for review. 

  -Customer relations

  Customer Answer

  Date: 05/15/2025

  Complaint: 23292549
  
  I have reviewed the business' response and am rejecting it because:

  if they felt like that it was an issue and that it was my fault in the beginning because they knew why the car was being put in the shop.  They wanted me to send in receipts of the oil changes.  Obviously they thought it was a different reason.  Why would they give me a rental car if they felt like it was my fault and not their fault?

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/19/2025

  Your rental was extended as a courtesy by your Administrator. As stated in the previous response, your VSC only has liability for seven days of rental. Your claim is currently pending the receival of the final invoice for the coolant reservoir and alternator replacement. There will be no additional rental authorized. 

  -Customer Relations