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:05/05/2025

  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.

  My mechanic told me to cancel. I only have 5600 miles on 2014 **** I call customer ********************** several times to cancel my service and they told me that they don&#**;t cancel policy or give refund. I want my policy cancel and any refund given me back to immediately.

  

  Business Response

  Date: 05/06/2025

   

  CarShield has no contractual obligation to refund any payments after the first 30 days of purchase. This review period gives our customers ample time to review the terms and conditions of the contract and cancel with a full refund for any reason. 

  You have far exceeded that 30 day review period. However, in an effort to resolve this matter, we will refund your last 12 payments with a signed Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:05/05/2025

  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.

  Emailed car shield twice with no response. Took truck to shop and talked to several employees at car shield. Got text saying they had everything they need. Have mechanic three go ahead and had work done. They wont pay and say that the text response was an automated response.

  

  Business Response

  Date: 05/07/2025

  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 *** 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.

  On 4/9/2025 at approximately 10:30AM, your chosen repair facility called in and advised an adjuster the repairs to your vehicle were completed almost a month prior but no claim was started. The repair facility confirmed this twice on a recorded line. The repair facility also confirmed there were no pictures or videos of the cause of failure and this was because he wasn't going to be working with CarShield coverage as his last two interactions were poor, and he told the you the same thing at that time. At that time, the repair facility was advised that all claim needed prior authorization and the claim would be denied.  Later that day, you called and were also advised on a recorded line that prior authorization was needed on all claims.  Shortly after your call on 4/9/25, your chosen repair facility called again and started a claim. Your repair facility then submitted pictures of a different vehicles timing chain components in hopes of getting the claim approved.  The images provided weren't even from the same type of engine in your vehicle.  The claim eventually stalls out and was marked inactive.
  

  Although CarShield has no contractual obligation to do so, in an effort to resolve this matter, CarShield will refund your last 16 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

   

• Initial Complaint

  Date:05/05/2025

  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.

  BBB took a complaint over the phone. below is the voice to text voicemail description

  
  My name is ******** ****, *******. My case number is ********. My phone number is ************. And my complaint is with car shields. I've had car shields since September of 2022. I've never used them. Then I go to use them to get my car fixed, and they don't want to pay the company the amount of money they're asking. They don't want to give them the money for the labor or either the amount of money to fix my car. So I counseled them already. I told them don't take any money next month. I'm done with them. I just want to be reimbursed because I can't do them anymore. They take the $123 and some change out of my check every month on the third of the month and I've got no satisfaction at all. I just want to be reimbursed. Thank you so much. Thank you. Thank you.

  

  Business Response

  Date: 05/06/2025

  We have been informed that a member of the CarShield legal department is attempting to reach you in regards to a potential resolution. Please call the number that was left within your voicemail at your nearest convenience. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:05/02/2025

  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 with this company since January 2025 and have not filed any claims. I spoke to them on April 25th regarding a problem with my alternator which according to the contract was covered under the engine. However, they stated that they could not pay claim of $768 due to a $500 deductible which I was willing to pay and they pay the balance, but they declined. So I requested to terminate services on 4/25, yet on 4/28/25 monies were taken out of my account for the next month. If I paid the deductible for this claim then I would be 100% covered should another claim occur which seemed to be a reasonable coverage to have, but it seems their not honorable in their practices.

  

  Business Response

  Date: 05/06/2025

  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 review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that the covered portion of your claim came to be less than your $500 deductible within your contract. Per the terms and conditions of your VSC, you are required to pay your deductible toward all covered repairs. Components excluded from coverage, and the cost of the deductible will be considered your responsibility. Additionally, items not listed for coverage/excluded are not applicable toward your deductible and would be considered your responsibility. 
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to refund contract(s) MRF5294115 in full upon the execution of a settlement and release agreement with a voided authorization. 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:05/01/2025

  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 have paid monthly payments to Car Shield since March 17, 2023, of $120.16, and our repair of 2024 was not covered. We were told by the dealership that Car Shield does not pay them for repairs, hence they do not accept Car Shield for repairs. We were recently alerted that Car Shield is under a lawsuit for fraudulent practices and non-payment of claims. We expect reimbursement for the repair or reimbursement for payments. Car Shield told us the repair would be covered and sent us to another repair shop but refused to pay for the repair.

  

  Business Response

  Date: 05/02/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review 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 repair needs. However, your Powertrain Gold contract that does not provide coverage for Yaw rate sensor failure. A more extensive list of terms and exclusions may be located within the "General Exclusions" section of your VSC.

  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. However, as an effort to resolve this matter, CarShield is willing to provide you a refund of eight monthly payments for contract(s) MRF4569435 upon the execution of a signed 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:05/01/2025

  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 is committed to pay for parts on a car. the motor is bad in the car and they dont want to pay for it. they only want to half fix it. they dont want to send an inspector out to look at the car

  

  Business Response

  Date: 05/02/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract, ******************** examine your claim based on the review 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 due to a lack of an estimate and identified cause of failure from your repair facility.
  
  
  Upon review of your file, it was discovered that your repair facility diagnosed low oil pressure and engine noise but has not verified a failure of any component and has not sent an estimate in. Additionally, there is no tow invoice on file to show how vehicle arrived at the repair facility.
  
  
  In  order to move your claim forward, your claim would still need to follow normal claims process for verification of failure via RDI at the approval of your Administrator and inspection in order to review for a coverage decision. In order to reach this step, your repair facility must reach out to your administrator with a potential cause of failure, followed by an estimate. No repairs will be completed without prior authorization of your administrator. Please have your repair facility reach out to American Auto Shield in order to discuss what is needed to move forward with your claim. 
  
  
  AAS Claims Department-***************
  
  
  Respectfully, 
  Customer Relations 

• Initial Complaint

  Date:05/01/2025

  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 had CarShield on my car for 5 years. I recently had to take my vehicle in to the shop bc of a ticking noise. It wasnt losing power or overheating just making a noise. The shop let me know that the lifters were bad and it was gonna be about $3000 to replace them but with my vehicle having ******* miles they would not recommend or warranty the work bc most of the time there are a lot more problems that occur after the engine has that many miles. The adjuster form CarShield agreed that it needed a new engine but said they would not pay for it bc it was my fault bc of continued use of the vehicle after the ticking caused the motor to go bad. However there was no continues usage. I drove straight home and had no reason not to as my vehicle was driving fine and not overheating. the mechanic shop stated in their paperwork that their was no damage bc of continued usage it needed to be replaced bc it was not practical to put $3000 into an engine that had ******* miles. That he would not be able to warranty the work bc that is not what is needed that is a bandaid. The reason CarShield is giving for not replacing the motor is bc I caused the additional damage from continued use but there is no additional damage that was caused. The engine isnt blown the problem is it has ******* miles and the mechanic said it just doesnt makes sense to put that much money into something with that many miles. Also CarShield isnt even trying to pay what it costs to replace the lifters like they said they would. Its 3000 and they are just wanting to pay $2000 which leaves me having to pay $1000 out of my pocket when Im only supposed to have to pay a $50 deductible per my contract. Im very disappointed in the customer ********************** Im getting from a company that I have paid every month for 5 years.

  

  Business Response

  Date: 05/05/2025

  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 has been authorized as per your repair facility's diagnosis that there is a failure to only one lifter and the pair for that cylinder has been authorized. The repair facility has requested that the engine be replaced even though there has been no failure demonstrated like metal contamination. 

  The repair facility submitted a picture of a folded piece of paper jammed between the rocker arm and the tip of the valve. The notes do not indicate an actual measurement was taken or presented using a feeler gauge or dial indicator. The vehicle is equipped with hydraulic lifters that travel approximately .150"-190" so there should be some amount of movement in the rocker arm. Additionally, the relevant image shows the top of the cylinder head to be in very good condition with no varnish, sludge or other oil deposits present. The claim decision will not change without a demonstrated failure. 

  ******************** has authorized $1991.60 towards your current claim and has authorized $6279.35 in previous claims. As a courtesy, we will send the authorized amount of $1991.60 to you with a signed Settlement Agreement and voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

   

  Customer Answer

  Date: 05/08/2025

  Complaint: 23274817
  
  I have reviewed the business' response and am rejecting it because:

  Last week several people from the company stated they would not cover the repairs because any other damage to engine was my fault. The response we are getting now is that they wont cover the engine bc there isnt anything else wrong with it. The engine looks good from what their master certified mechanic stated. The repair shop however that has my vehicle and has looked at it as much as CarShield will authorize them to states it needs a new engine and that any damage to the engine is not caused from continued use its caused from the engine having ******* miles and mechanically failing. They cant send in proof of the further damage because CarShield will not authorize them to examine it further. I want CarShield to authorize the repair shop to completely diagnose the engine issues then CarShield can have their certified mechanics to evaluate the findings. I want my vehicle to be repaired correctly. I do not feel it is fair for CarShield to allow me to pay on my warranty for 5 years then make up some false reasons to get not have to pay for repairs when I need it the most. I held up my part of the contract by paying the premiums for 5 years they need to hold up theirs. 

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

  

  Business Response

  Date: 05/09/2025

  
  CarShield does not adjudicate the claims. ******************** is the administrator of your contract and adjudicates your 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.

  Customer Relations

  Customer Answer

  Date: 05/16/2025

  Complaint: 23274817
  
  I have reviewed the business' response and am rejecting it because:

  my vehicle is still in shop and has had no movement in getting repaired.

  i have been in contact with ****** from CarShields legal department. She does seem to be doing what she can to get this resolved. Im hoping next week we will be moving forward and will have a resolution. 

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

  Customer Answer

  Date: 05/30/2025

  This is the response I received yesterday from CarShield/AAS. This is the 3rd different reason they have given for not replacing the engine. None of which are valid. The mechanic shop I have my vehicle at, B and M automotive is also an ASE certified master mechanic shop. I have attached CarShields response and B and M Automotivea response to that. Thank you 

  

  Business Response

  Date: 06/02/2025

   

  CarShield has reviewed the most recent claim and stands by the denial of that last claim. 

  ******************** has authorized $7,888.69 in previous claims and rentals but will stand by the last offer of a direct payment of $1991.60 with a signed Settlement Agreement.  Please email ******************************* to accept this offer.

  Customer Relations

  Customer Answer

  Date: 06/06/2025

  Complaint: 23274817
  
  I have reviewed the business' response and am rejecting it because:

  CarShield/American Auto Shield is still wrongfully denying my claim. They have given 3 totally different reasons, none being legit. They were saying it didnt need a new engine. Just a new lifter#8. After further teardown it was revealed that the cam shaft was also bad. CarShield agreed it did need a new engine but now states the lifter is not a genuine GMClifter and now that is what caused the issues. That is not correct. The repair shop stated it was 100% a GMCfactory lifter. I also spoke with 2 GMC dealerships and sent the pictures that ***** **** from *** sent me and they both verified that it was a GMC lifter . That it would look different bc it is broken. Once it malfunctioned it caused the damaged to the lifter which is what makes it look different. They both stated that it didnt look like an aftermarket lifter just a lifter that was broken. I have had the vehicle for over 5 years and since it had ****** miles on it and Im positive the lifter# 8 was never replaced. 
  they also keep mentioning how much they have paid out over the 5 years and want to offer a settlement. In my contract it does not state that it will only payout till a certain amount. It states it wont payout more than the **** value or $10,000 whichever is greater in a calendar month. It has been 40+ days now and they keep just giving me the run around and it is costing more money. They have literally given 3 different excuses to get out of paying for my engine. I have all the documents,receipts & verification from ASEcertified MASTER MECHANICS and GMC dealerships. I purchased the warranty and paid on it the entire time (5yrs) so if something like this occurred it would be fixed. Thats all Im asking for. I dont want anything less. They didnt take any less payments. 

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

  

  Business Response

  Date: 06/10/2025

   

  CarShield has reviewed the most recent claim and stands by the denial of that last claim.  Continuing to file complaints will not change the adjudication of the claim.  Furthermore, the BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement. 
  

  ******************** has authorized $7,888.69 in previous claims and rentals but will stand by the last offer of a direct payment of $1991.60 with a signed Settlement Agreement.  Please email ********************************************************* to accept this offer. 

  If you wish to pursue this dispute further you are welcome to do so, but please be aware that we will defend our denial and will provide evidence that the claim was correctly denied. 

  Customer Relations

  Customer Answer

  Date: 06/11/2025

  Complaint: 23274817
  
  I have reviewed the business' response and am rejecting it because:
  
  Which denial are you standing by? The  first one that stated the failure was due to continued use? But after you realized that that wasnt possible bc I did not in fact continue to drive the vehicle which was verified by the *** CERTIFIED repair facility that my vehicle is at. Or was it the 2nd reason? Which was that my engine didnt need repaired. It looked great! No varnish, smudge or oil deposits. Then when that didnt work bc it made absolutely no sense. You guys then authorized the additional teardown that the repair facility said was necessary to locate the additional damage. You stated if there was additional damage the engine would be replaced. If not, I would have to pay for the teardown. I agreed. The findings were ADDITIONAL damage including a bad cam shaft and other things just like the repair facility said it most likely was. You paid for the teardown then came up with a 3rd absolutely ridiculous claim that now the lifter, that you guys have seen since day one, was not the right lifter for that engine. Which the ***-certified repair shop and 2 different authentic GMC dealership service managers said was 100% a GMC lifter.  In reference to your $7000 in claims paid out over the 5 years that you want to bring up often. I have paid in $6039. The last $1000+ you have spent trying to get out of paying for my engine. The starter had to be replaced 3 different times and the air conditioning issues twice. they were all done at different repair shops bc we were actually broke down and inconvenienced bc you guys insist on sending your own parts to the repair shops which are in fact used or aftermarket which is interesting considering thats why you are stating you dont want to pay for this claim. So yes I am gonna 100% continue to pursue this issue. I am aware of how the BBB works and that they cant force you to honor your contracts. Luckily places like The ************************ can according to the $10 million lawsuit that CarShield/******************** just settled with the ************************. And the other class action lawsuits that are currently being pursued. At least with this filing people can see what an unethical, shady and deceptive type of company you are and hopefully it will save others from the torment your company has tried to afflict on me! 

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

• Initial Complaint

  Date:04/29/2025

  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.

  On March 4, 2025, at Car Shields recommendation, I turned my 2015 Dodge minivan into a garage, ************** in ***************. Gasoline Alley informed me that I would need a new transmission and said they were willing to work with CarShield to get it installed. They said it **** only take a week or so for the repair. Car Shield constantly did not return the calls from Gasoline alley, and I didn't get my car back until March 21st from the repair shop. I tried getting a supervisor to return my call and the people at CarShield told me that a supervisor would not tell me anything different about getting my car repaired and back in our possession. They told me they would only cover a rental for 14 days and I had to pay about $170 out of pocket so I could rent a car longer as they dragged their feet with Gasoline Alley phone calls I want CarShield to pay me for my additional car rental charges or I will not withdraw this complaint. They nickeled and dimes the mehanic and myself thruout the whole process. They wouldn't even pay for the transmission fluid that was needed in the transmission repair !!!! CarShield will not get my recommendation.

  

  Business Response

  Date: 04/30/2025

  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 review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file it was discovered that your claim was started on 2/25/25 and authorized on 3/3/25 using the sent in supplied components with a 6 day estimated time of arrival. However, it has been noted that your vehicle was broken down a week prior to the claim start date. Your claim has been authorized for all coverable components and labor times per the terms and exclusions of your contract. Your claim has been authorized for 14 days of rental. Per your contract, 14 days of rental is deemed the maximum rental allowance for transmission replacements. There will be no further authorization as your rental authorization has been met per the terms and conditions of your VSC.
  
  
  Your claim has been authorized for $5591.09 to your repair facility for your repairs,  and $1,037.55 toward your rental authorization. As your claim payout far exceeds what has been paid into your VSC, there will be no further refund due. 

• Initial Complaint

  Date:04/28/2025

  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.

  Carshield has been dragging out the process. My car had stopped working and we had it towed to the dealership. Poor communication because I had to keep calling to find out what the update is. They actually made the dealership tear apart the engine to take pictures thinking I would just cut my losses and give up since the teardown is over $1000. When I was finally approved for a new engine, they are not giving a realistic time frame or number of hours that the dealership would need to replace a used engine and to make sure it will correctly work. The difference in labor is more than the car worth itself. They know this and will try any loophole to not cover what they say they will cover. F

  

  Business Response

  Date: 04/29/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your engine has been authorized for replacement. However, the turbocharge has been denied due to no cause of failure being presented. As stated within your contract, your *** does not provide coverage for recommended repairs that do not present a verifiable/coverable failure. Without both a coverable and verifiable cause of failure, the turbo charger portion of your claim will remain denied.
  
  
  Your claim has been authorized for $6,279.79 to your repair facility for all  verifiable/coverable  labor, parts and fees. As this authorization far exceeds what has been paid into your contract, there will be no refund due. 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/28/2025

  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.

  They won&#**;t cover my car repairs. They charged me to today for my account. They want me to send an additional $189 to pay for repairs for my car and they are still charging me. I would like all of my money refunded to me.

  

  Business Response

  Date: 04/29/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns. 
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your file based on the review you have provided. Your file was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that no official claim has been started.
  
  
  Upon review of your file, it was discovered that your initial breakdown date was reported on 4/28/25. However, in order to open a claim, your repair facility must submit a detailed estimate concurring with a potential diagnosis/cause of failure. Once your coverage is confirmed, your Administrator will review the reported cause of failure, confirm the potential concern and determine if it is a coverable component. If the cause of failure is deemed a coverable component, your claim will be authorized up to the terms and limitations of your contract. If the concern is not deemed a coverable component, you will be responsible for the repair per the terms and exclusions of your Vehicle Service Contract ("VSC").
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is allotted to all CarShield customers. However, if you wish to not proceed with the claims process, CarShield is willing to provide you a refund of twelve monthly payments for contract(s) MRF3834190 upon the execution of a signed 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: 04/30/2025

  Please close my complaint.
  

  Customer Answer

  Date: 05/01/2025

  Carshield is saying that it is under legal and they can't do anything for me.