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:04/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 82 year old retired law-enforcement. I purchased car shield at the beginning of this year when my extended warranty had expired. My car is my only means of transportation,and I rely on it to get to doctors appointments. I brought my car in to get serviced and was told I needed a new engine to my shock car shield is only paying $3300 and told me I was responsible for the other $9200 which will put me in distress due to me being retired and on a fixed income I am also driving a rental car right now that is costing me $362 aWeek. I feel they know my age and this company is taking advantage.

  

  Business Response

  Date: 04/28/2025

  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 ("***"). 
  
  
  As stated within your contract, if you cannot provide maintenance records, logs, and/or receipts, your administrator may deny coverage for a breakdown. Breakdowns resulting from engine sludge, carbon, pre-ignition, detonation, varnish, corrosion are deemed ineligible for coverage per the terms and exclusions of your ***.
  
  
  Upon review of your file, it was discovered that during the claims process, your repair facility provided pictures of technician notes. One image depicts one bank of the engine with the valve cover removed. The notes show the tech advising of sludge and that any work performed to the engine will likely create and issue because of that. The picture showed his comments were accurate as there was heavy varnish, oxidized oil, and sludge present. Upon review of a pulled vehicle history report, the last verifiable oil change was on 9/6/2022 @ ****** miles. Upon request, you could not produce any records to show regular maintenance/oil changes and the condition of the engine indicates regular maintenance has not been performed. However, we will reimburse you $100 a day for 7 days of rental due to the *** maximum of rental services which can be refunded upon the receival of a final invoice delivered to ****************************************************. 
  
  
  CarShield has no contractual obligation to refund you for a lack of vehicle maintenance. However, as an effort to resolve this matter, CarShield will authorize a one time payment of $3,318.60 to you with voided authorization for contract(s) MRF5281091 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  Customer Answer

  Date: 05/01/2025

  In your response, it states this vehicle was not properly maintained. Please see attached records of scheduled maintenance on this vehicle if you would need anything Else that I did not include, I would be happy to provide additional records. I am hoping that this Will be able to adjust the settlement on this claim thank you. 

• Initial Complaint

  Date:04/26/2025

  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.

  According to my contract it says to email cancellation, I had my daughter email, they refuse to cancel, now they say we must call, when you call they say they can't pull up account, I want this cancelled.

  

  Business Response

  Date: 04/28/2025

  We have cancelled your contract and we have refunded one monthly payment as a courtesy.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against Car Shield. I just put my vehicle in the shop. The mechanic told me I need a new motor. I contacted Car Shield today. I was told that my contract has been canceled. This is a bunch of Bull. Car Shield is telling me the mileage is wrong. I told the sale person at the time I did not know what the mileage were. He told me not to worry about. Now Car Shield is telling me I should have called back and told them what the mileage were. Also, Car Shield is saying they called me. That is a lie. Car Shield is trying to get out of fixing my vehicle. I did not know this until my vehicle broke down. None of the major dealerships will accept Car Shield insurance. The repair shop that I took my vehicle to, said they will no longer accept Car Shield. I am requesting that Car Shield pay to have my vehicle repaired.

  

  Business Response

  Date: 04/29/2025

  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 your vehicle was brought into the repair facility needing an engine replacement.. However, upon review of your vehicle's information and records, it was found that the inception miles provided by you from time of sale was incorrect by over 150k miles.
  
  
  As stated within your contract, the administrator may immediately cancel this contract for misrepresentation by you when purchasing this contract. After calculating the correct miles for time of sale it was determined that your vehicle was ineligible for new coverage of this type due to the miles and your VSC will be cancelled effective immediately. A full refund minus claims paid will be issued to you within the next 5-7 business days. 

  Respectfully,

  ***** Stewart 

  Customer Answer

  Date: 04/29/2025

  Complaint: 23254272
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 05/01/2025

  No, I do not accept Car Shield response. Car Shield is coming up with this excuse about improper mileage. I am not insurance sale person, but if someone told me a 2007 vehicle had only 150K miles, that would be a red flag. I believe this is something they fabricated to get out of paying to fix my vehicle. Why Car Shield did not cancel my policy when it was determined that the mileage was incorrect. Car Shield continued to take my money each month. Although they claim the mileage was incorrect. Since this happened to me, I have done some research on Car Shield. Car Shield has had 870+ complaints in the last 12 month. The repair shop that has my vehicle said they are having problems with Car Shield. My next step is to file a lawsuit. Car Shield advertisement is false also. *** * and ****** **** do have a policy with Car Shield, but Car Shield use those two celebrities to sell their insurance.
  
  

  

  Business Response

  Date: 05/01/2025

  As stated within your contract, the administrator may immediately cancel this contract for misrepresentation by you when purchasing this contract. After calculating the correct miles for time of sale viewing various Vehicle History Service Reports, it was determined that your vehicle was ineligible for new coverage of this type due to the miles and your VSC has been cancelled effective immediately. Your mileage was misrepresented by over 150k miles.  As stated within your contract, it is considered your responsibility to verify all information on the Declarations page, and immediately report any inaccuracies. A full refund minus claims paid has already been issued, and will arrive within the next 3-5 business days.

   

  CarShield considers this matter closed. 

• Initial Complaint

  Date:04/25/2025

  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.

  September 3rd 2024 I ***** a ******* Bought a warranty For my Acura MDX 2005 3.5 Engine Combine with gold and aluminum That's What Car shield Sold me The 1st month was $229.98 Every month after that Was $209.98A total of $1,699.84 This was 8 monthsWhen I went to repair my carThey sent an email to my mechanic that they will come and expect the carExcept they never did they call me instead and said that we're not gonna do it because I had too much mileage but yet for 8 months straight that we're taking outWhich total $1,699.84 I Put New Engine which Has ****** Miles They would have told me from the get Go that there that they can do it I was at okay fine I wouldn't let them take all that money they took for 8 months therefore I want my reimbursement cause I cancel my contract Thank you and I hope you could help me on this I am a retiree I live on the money I get from social security that's all I get. My Vehicle identification number 2HNYD18615H54462

  

  Business Response

  Date: 04/29/2025

  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 your vehicle was brought in with several smaller repairs. However, upon review of your vehicle's information and records, it was found that the inception miles provided by you from time of sale was incorrect by over 100K miles.
  
  
  As stated within your contract, The administrator may immediately cancel this contract for misrepresentation by you when purchasing this contract. After finding the correct miles for time of sale it was determined that your vehicle was ineligible for new coverage of this type due to the miles and your VSC was cancelled. Following Cancellation, you have charged back over four monthly payments as a refund. As your previous claim authorizations, and chargebacks far exceed what has been paid into your contract, there will be no refund due. 

  Customer Answer

  Date: 05/12/2025

  I am rejecting the business response because:

  they were still taking money out of my checking account without me knowing that my car would not get repaired. They took out $209.98 a month for coverage for the past 8 months.  All I want is my refund.  

  

  Business Response

  Date: 05/13/2025

  As stated in our previous response, following Cancellation, you have charged back over four monthly payments as a refund. As your previous claim authorizations equate to over $2500, and your chargebacks far exceed what has been paid into your contract, there will be no refund due. 

  -Customer Relations 

• Initial Complaint

  Date:04/25/2025

  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 like CarShield To stop calling texting and Sending me Junk Mail LOSE my contact info phone nunmber and mailing address my info Stop harassing me any shape or form ! CarShield Administered by ******************** I understand your DESPERATE you need to harass people but you need to stop @ once DO NOT SELL MY INFO and STOP contacting me! I have not asked for your service nor do I want them what part do you not understand ? I like CarShield to answer the BBB only and I will READ the BBB info only STOP EMAILING ME CALLING TEXTING AND US MAIL ! WHAT PART DO YOU NOT UNDERTAND ? LOSE MY PERSONAL INFO AT ONCE

  Customer Answer

  Date: 04/25/2025

  What did you not understand ? Harassment  Should not be around by any one why dont you give a better opioid so u know we called what did you need Clarified? if you bother reading this message you can clearly read and understand what car shield is doing !  I dont need e mails phone calls text messages or us Mail sent to me all because they are DEPERATE for business! why dont you pick up the phone and call me you have my phone # in file

  Customer Answer

  Date: 04/28/2025

   My Names is ***** J *****

  

  Business Response

  Date: 04/29/2025

  Based on the name, email address, and phone number provided within your BBB complaint, we are unable to locate you within our system. However, we have blocked the information you have provided from future contact. If any additional messages are sent to you, please email them to ******************************* so that we may prevent further contact in the future. 

  Respectfully,
  Customer Relations 

  Customer Answer

  Date: 04/29/2025

  I would like CarShield To stop calling texting and Sending me Junk Mail LOSE my contact info phone number and mailing address my info Stop harassing me any shape or form ! Car Shield Administered by *********************

  I understand your DESPERATE for business, you need to harass people, you need to stop @ once DO NOT SELL MY INFO and STOP contacting me! I have not asked for your service nor do I want them.

  What part do you not understand ? I would like CarShield to answer the BBB only and I will READ the BBB info only STOP EMAILING ME CALLING TEXTING AND US MAIL !   WHAT PART DO YOU NOT UNDERTAND ? LOSE MY PERSONAL INFO AT ONCE ! I have no interest in what you're selling and  lose my personal info!

• Initial Complaint

  Date:04/25/2025

  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.

  Re Contract # MFF5306250 They took money out of my account automatically for each month for service. So I don&#**;t even have my car but they are telling me I&#**;m still covered but they won&#**;t give me anything back. I&#**;m cancelled with them and they won&#**;t give me anything back. I would like my money back, a refund.

  

  Business Response

  Date: 04/25/2025

  All CarShield contracts come with a 30-day, money-back guarantee that is afforded to all CarShield customers so that they may review the coverage and determine if it fits their Vehicle repair needs. You have exceed this window.

  Nevertheless, as a courtesy, CarShield will refund you in full back to the card you have on file. Please allow 3-5 business days for processing.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 04/27/2025

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

• Initial Complaint

  Date:04/25/2025

  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.

  Engine failure due to bad oil pump no engine light came on to alert driver of condition they denied claim saying we are only covering $2049.00 not ***** which is cost of engine after oil pump stopped working they are only looking at what they want to deny claims not the truth !

  

  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 vehicle was towed into the repair facility with an active check engine light. Upon inspection, it was found that Diagnostic Trouble Codes were stored for internal failure to the oil pump and metal debris was found with in the engine and filter. This indicates catastrophic failure sending metal debris through out the system. Freeze frame data was pulled to show that the check engine like had been on for over 400 miles prior to being towed into the repair facility indicating continued operation. 

  
  As stated within your contract, you are to take immediate action to prevent further damage to your vehicle. This contract will not cover repairs for damage caused by continued operation after a breakdown has occurred. Your claim for engine replacement has been denied in accordance with the clause of continued operation within your VSC.

  
  ******************** has authorized $2447.07 to your repair facility toward your claim. This authorization will stand. However, due to the combination of both your claim authorization and previous claims paid exceeding what has been paid into your contract, there will be no further refund due.

  Respectfully, 

  Customer Relations

  Customer Answer

  Date: 04/29/2025

  Complaint: 23250609
  
  I have reviewed the business' response and am rejecting it because:
  I talked to ***** from Highline and the engine light was not on at time of vehicle being towed in it was towed because of a noise under the hood and loss of power no engine light was on at that time when vehicle was towed. This is probably an assumption of theres but not correct theyre using a history from computer ecm to deny this claim ***** can elaborate more on this from Highline Auto not correct in their information its misleading to say the least. I can be reached at ********** my name is ****** ********
  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/29/2025

  If you wish to dispute the decision made by ********************, please fill out this simple and efficient claim denial reconsideration form here: ************************************************** BBB Intro 

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:04/24/2025

  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.

  I called the business to check to see if my car was covered for diagnostics and the cam shaft sensor, and the *** I spoke with told that it would be, but after I took my car in to the repair shop they called and told me that Carshield would not cover it. The *** provided me with false information leading me to think that I had coverage for the diagnostics and cam shaft. If

  

  Business Response

  Date: 04/28/2025

  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"). 
  
  
  CarShield Vehicle Service Contract's provide a wide variety of coverage for many of your Vehicle repair needs. However, items such as cam position sensor's are not listed for coverage and would be ineligible for the claims process. CarShield recommends all CarShield customers to have their vehicle taken to a shop when issues arrise to ensure that coverage may be applicable. 
  
  
  Nevertheless as an effort to resolve this matter, CarShield will refund you a one time reimbursement of $381.04 as a courtesy. Please allow 7-10 days for processing. 
  
  
  

• Initial Complaint

  Date:04/24/2025

  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.

  On 4/1/25 I took my truck in for repairs to the auto shop, I needed exhaust manifold work. I called Car Shield on 4/4/25 and 4/5/25 and they said it was covered. The auto shop called to and told them it was covered. The work was completed on 4/7/25 and I picked up my truck. I payed ******* to the shop. I called car shield on 4/14/25 car shield told me they will pay nothing because no claim was filed I thought with all the phone calls they knew about it, and a claim was filed, I sent car shield my receipts and they said they will not pay anything because of the paper work mistake,

  

  Business Response

  Date: 04/25/2025

  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 was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that per the invoice submitted your vehicle arrived at the repair facility on 4/7/2025 and had repairs made to the exhaust manifolds same day. There was no claim called in by the repair facility and there was no verification of failure following the claims process.  As stated on every page of your contract, "No Claims Will Be Paid Without Prior Authorization".  As no authorization was given, your claim was denied, and the repair costs would not be eligible for reimbursement. 
  
  
  CarShield has no contractual obligation of refund you for repairs completed without the authorization of your administrator. Nevertheless, as an effort to resolve this matter, CarShield is willing to offer a seven month refund for contract(s)  MRF4994922 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. 
  
  

  Customer Answer

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/23/2025

  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 bought a car shield warranty for my 2019 **** ranger ****** per month after first month I canceled it . They never canceled it until my credit card became outdated. Even if I don't receive a dime people need to know about this type of neglect. When I explained to car shield when they called me abt payment and I told them it was canceled and I don't even own that truck that I have a different warranty on my ***************************** they can't find any phone calls i made . I believe I started car shield around August 10th 2024 and canceled it around Sept 16 or 18th 2024.

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns in a timely fashion.

  We have reviewed all recorded calls within your account, and have no record of any contact between July 2024 to April 2025. 

  If you are able to provide records of the day in which you have contacted a CarShield line for cancellation during this time frame, and provide the phone number in which you had called from, we would be more than happy to refund you in full.

  If you are unable to do so, CarShield is willing to provide you a refund of five monthly payments for contract(s) MRF5131956 upon the execution of a signed settlement and release agreement as an effort to resolve this matter. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature.

  Respectfully,

  Customer Relations.