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:04/23/2025

  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 have paid for Carshield for 5 years without filing a claim. My car had an issue with the Valve head being warped. After speaking with a supervisor named *********, she said it would definitely be covered. When the repair facility called them, they denied the claim. They will not send me an explanation of why claim is being denied and only say it's not covered.

  

  Business Response

  Date: 04/28/2025

  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"). 
  
  
  CarShield provides a wide variety of coverage for many of your vehicle repair needs. However, items such as the *** and a warped valve cover are not listed for coverage within your VSC and would not be eligible for the claims process. A more extensive list of terms and exclusions may be located within your VSC.
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $1600.00 to you upon the execution of a signed settlement and release agreement for contract(s) MFF3354197. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

• 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 can&#**;t get anyone to repair my car because of the contract I have with H31**34363234333237**H. They are saying any kind of mechanic would help me. The closer mechanic is 50 miles away from me and I have to get there and can&#**;t afford to get there. I want to them to refund my money.

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond.

  Carshield and your administrator, American Auto Shield, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they
  wish to do business with as well. Unfortunately, your preferred dealership has not chosen to accept your coverage. Upon review of your file, it was found on 4/23/25, you were informed of several repair facility's that are willing to do business with your coverage, and are apart of the ShieldRepair Network. As of 11 am this morning, you have agreed to keep your coverage active. If this has changed, please email ******************************* and we will cancel your contract effective immediately.  

  I have attached the address link for easy access to peruse repair facility options near you that are apart of the ShieldRepair Network: ************************************************

  CarShield provides every CarShield customer a ******, money-back guarantee that allows customers to review their coverage and decide if their Vehicle Service Contract meets their repair needs. You have exceeded this window. However, if you wish to cancel your contract, as a courtesy, CarShield will refund six monthly payments for contract(s) MRF4978515 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. 

   

• Initial Complaint

  Date:04/23/2025

  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.

  Hi! I've had Car Sheild since 2023. When I first got coverage with them, the salesman informed me that I should cancel my roadside, rental reimbursement and towing with my ********************* because Car Sheild covers those things. He said something like I'd be double paying for those things if I didn't cancel. I tried to make one claim on something that I thought would be covered and it was not. I tried to cancel back then, in August of 2023, but they put me on the phone with a sales person that was very pushy about me keeping my coverage. They talked me into keeping it even though I wanted to cancel and told them I was having financial issues. I had a car accident during the time that I had Car Sheild coverage. I am able to finally get my car fixed financially. When I called today they said they won't cover rental reimbursement when I was told they would when I initially started getting coverage by them. I am financially able to get my car fixed but now, because of them, I have no rental reimbursement. They would not cancel coverage for me today. The woman sales representative was trying to keep me as a customer no matter what. It was so terrible that I had to hang up!! She would not stop trying to sell me on their coverage. In the years I have had them they have done nothing for me but take my money. I feel that they should at least partially reimburse what I have paid them over the years because they falsely advertised to me in the beginning. Now I have to pay for rental reimbursement out of my pocket because they told me that I should cancel that through my regular *********************. Tomorrow I have to make a trip to the bank to block them from taking any more payments from my account. I may have to possibly get a new bank, or a new account or a new debit card because of them not letting me cancel. My husband even had to get on the phone to try to get them to cancel and they still would not. Please help with this horrible situation. Thanks!

  

  Business Response

  Date: 04/24/2025

   

  CarShield will refund your last 12 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: 04/29/2025

  Better Business Bureau:
  
  I went to my bank and put a stop payment on any more charges from Car Sheild since their customer ********************** representatives are so pushy about customers keeping their ********************** even when they want to cancel. I was ready to get a new debit card or bank account because of the situation. 

  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I think their resolution is fair.  They probably listened to the conversation and realized their customer ********************** representative crossed the line. It felt almost like interrogation tactics that were used on me to try to get me to keep their service. Thank you for your help BBB!

   
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/16/2025

  Good evening!  Car Shield and I agreed upon a 12 month reimbursement of my payments to Car Shield through this BBB complaint.  Car Shield then decided, through an email, that they want me to sign legal documents for the agreed upon reimbursement. They emailed me the legal documents 6 times since the first one.  It feels as if they are pushing or harassing me to sign those documents.  This is making me even more leery of this company.  And since then, they have called my phone advertising their services and also sent me advertising mail.  I want my 12 month reimbursement and I want no more advertising of their services through my phone or via mail.  I don't know what to do but we did not agree on any legal documents on BBB when we came to an agreement.  See the attached legal document that was sent to me via email.  Thank you!

  

  Business Response

  Date: 05/19/2025

   

  CarShield offered a 12 month refund with a signed Settlement Agreement. Please our previous response below wherein we asked that you email ******************************* to confirm you accepted those terms.  You emailed CarShield on April 29th and the Agreement was drafted and emailed to you through DocuSign for your electronic signature.  DocuSign will continue to email the document until signed. The Settlement Agreement sent to you is a standard agreement sent to ALL customers receiving a refund after the first 30 days of purchase.  There will no refund with your signature. 

  PREVIOUS RESPONSE "CarShield will refund your last 12 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 Relations

  Customer Answer

  Date: 05/19/2025

  Complaint: 23239521
  
  I have reviewed the business' response and am rejecting it because:
  The 12 month reimbursement total is incorrect. It should be $1,019.88; For 6 months I was charged $69.99 and for 6 months I was charged $99.99.

  $69.99 x 6 = $419.94

  $99.99 x 6 = $599.94

  $419.94 + $599.94 = $1019.88

  And I also do not want any further contact with Car Sheild after this is settled; no phone calls, emails, mail or texts. I need to be removed from their phone, email, mail and texting lists. They have already contacted me 3 times since this complaint was put in. Twice by phone and once by mail.  This was completely ignored by the business from my last message. 
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/19/2025

   

  The Agreement will be updated and sent via DocuSign for your signature today. 

  We will add your information to our do not contact list as requested. 

  Customer Relations

  Customer Answer

  Date: 05/28/2025

  Good morning! The documents sent to BBB from Car Sheild for me to sign were never the corrected amount.  Unless it is in some other area of the BBB website.  I have not seen it.  Thank you!

   

                                     Sincerely,

                                      Verana Stark 

  Customer Answer

  Date: 05/28/2025

  I finally just received a document with the corrected amount through email, never through BBB website, and I signed it. Hopefully the emails, mail, texts and calls stop. I just received another piece of mail yesterday. And more calls since the other ones that I mentioned on my complaints.  Car Sheild please stop the advertising and asking me to stay as a customer for a lowered rate.  I have signed your document. I'm done. Thank you!

                                      Sincerely,

  .                                    Verana Stark 

  Customer Answer

  Date: 06/04/2025

  The check for the corrected was sent via mail from Car Sheild and deposited into my account. They agreed to put me on their do not call list. I believe this case is settled. They haven't contacted me for a few days. Thank you for your time and help BBB!

• Initial Complaint

  Date:04/22/2025

  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.

  Ive been paying for CarShield over 2 years. The very first time my car needed a repair, my mechanic called them for approval of payment. They told my mechanic they will only pay half the cost. My mechanic told them the parts had to be ordered & the job will be completed when the parts arrive. I took my car back to the mechanic on 4/21 to have the repair completed. They have been calling CarShield for the past 2 days to confirm payment, but NO ONE ANSWERS THEIR PHONE! I need my car to get to work, so I told the mechanic to do the repair. He continued to call CarShield for a total of 10 times, but no one answers!

  

  Business Response

  Date: 04/24/2025

  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 claim was authorized for repairs to the tie rod ends as well as an alignment after they were replaced. The repair facility did not contact us again until 4/23/25 to continue with the claim. This call was made from your repair facility to inform your  administrator that the the parts previously priced out were no longer available. The claim was immediately re-keyed for the new parts and authorized. Payment was sent to the repair facility the same day. All other delays are clearly out of the control of your Administrator and CarShield as no other call-ins were received. 
  
  
  CarShield has no contractual obligation to refund you past the thirty day, money back guarantee period that is extended to all CarShield customers. However, as an effort to resolve this matter, CarShield is willing to refund you a total of eight monthly payments for contract(s) MRF4359572 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Customer Relations 

  
  

• Initial Complaint

  Date:04/22/2025

  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 payed carshield $150 a month after I bought my 2013 Infinity Q56 and within 2 months, my car quit running, I had it tower to a nearby repair facility and I called carshield and they called carshield, after the car was repaired, the charges were $1598.21, Carshield refused to pay and I was stuck with paying the full amount, and my agreement contract carshiled was supposed to cover the Electrical system and I had 2 electronic sensors go out that cost me all that money.

  

  Business Response

  Date: 04/23/2025

  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 account 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 repair facility did not provide the necessary documentation or information to start a claim.
  Upon review of your file, it was discovered that on 4/12/25, your repair facility had called in to begin a claim. However, no estimate, diagnosis or cause of failure were ever presented to officially  open a claim. Per a carfax report, it was found that a repair was reported on the same day in which your repair facility had called in to review how to start the claims process. No invoice had ever been submitted, and it is unclear as to what repairs were completed. 
  
  
  As stated on every page of your VSC, "No claims will be paid without prior authorization". In order to begin a claim, your repair facility must provide a detailed estimate, and your Administrator would verify that your repair facility accepts your coverage. As no items have been received, and no authorization was given, your claim would be ineligible for reimbursement. A more detailed guide of how to begin a claim may be located within your contract. 
  
  
  CarShield has no contractual obligation to refund you for repairs that are completed without prior authorization. However, as an effort to resolve this matter, CarShield will refund you three monthly payments for contract(s) MRF4519898 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: 04/24/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  Purchased two CarShield protections for two vehicles in December 2024. Engine problem with one of them which was caused by multiple covered parts. Tried to have them tow it but they wanted to charge me $284. Got it towed to one of their partner repair shops over an hour away for $60. Repair shop told them that the engine will need replaced due to the oil pump going out causing the timing chain tensioners and clips to break, which then led to the timing chain mangling the internal engine. Now they are refusing to approve anything because they dont like the amount of repair cost. They keep running the repair shop in circles trying to find a cheaper part for them to blame it on so they can only pay for that part on a new engine. Repair shop is furious, I am furious. I tried to work out a deal with them but they refused. This looks like it will be going to court after all said and done. Would have been cheaper for both parties to have just approved the claim and paid it.

  

  Business Response

  Date: 04/24/2025

  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. Due to the mispresented inception mileage, this contract will be cancelled and refunded in full.  In review of the vehicle service records, the last mileage entry is dated 8/12/2022 and shows ******* miles. You reported the mileage on this vehicle to be ******* miles when you purchased your vehicle service contract. The number is 726 miles less than what it was almost 32 months ago.

  There is also question as to the validity of the service records sent in. 

  You will receive the refund for contract MRF5271617 back to the card on file within 3-5 business days. 

  Customer Relations

• Initial Complaint

  Date:04/22/2025

  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 weekend of March ******* my car started making a ticking noise. On March 25, 2025, I took it to the repair shop that had previously worked on my car through Carshield on another repair.1 week goes by and no one calls, so I called Carshield to find out what is going on with my car. They have instructed the mechanic to find the cause of the problem. He continues to communicate with Carshield sending pictures and phone conversations about the issue. Week 2-3, I called to find out what is going on again. They tell me the mechanic has not been providing information they need for the claim and my claim is on hold. Then I find out that they are not wanting to cover the repair that the mechanic says needs to happen due to the continued operation of the vehicle. 1. check engine light never cam on to alert me and when I heard the noise I immediately took the car to the shop. 2. the failure in the engine is not a result of my actions but a faulty part that continued to send metal through my engine. Up till this point my car ran great. Now, my car engine is in pieces and Carshield only wants to pay for a portion of the repair. The mechanic will not warranty that work because it is a matter of time before the engine has trouble again. They just provided a rental car and only pay for 7 days. I need help!

  

  Business Response

  Date: 04/23/2025

  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 ("***"). 
  
  
  As stated within your contract, you are to take immediate action to prevent further damage to your vehicle Your contract will not cover repairs for damage caused by continued operation after a breakdown has occurred.  
  
  
  Upon review of your file, it was discovered that your repair facility's diagnosis was lifter failure with damage to the camshaft and metal contamination of the engine. The repair facility also reported that your vehicle was driven in with low oil level and an audible ticking noise from the engine.  Per your claim intake statement, the noise began on 3/22/202,  and the vehicle was driven with and into the repair facility with engine noise on 3/25/2025. 
  
  
  Per your contract exclusions and terms, your claim could have been denied outright for lack of necessary required lubricants per the terms of the contract but was instead given an authorization for the initial cause of failure of both the cam and lifter repair in the amount of $1177.34. This would be applied as a credit towards a proper engine repair. Your engine would be denied for both lack of necessary amounts of required lubricants and for continued operation/negligence. This is due to the failure to protect the vehicle from further damage by not having the vehicle towed at first sign of breakdown, and operating with the lack of necessary fluids for safe operation. 
  
  
  CarShield has no contractual obligation to refund you for repairs further exasperated by continued operation and mechanical negligence. Your claim has been authorized for $1,177.34 toward you repair, and this authorization will stand. However, no further authorizations for this claim will be added as the *** liability has been met.
  Respectfully,
  Customer Relations

• Initial Complaint

  Date:04/21/2025

  Type:Billing 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 canceled service on 4-15-2025, on 4-17-2025 carshield still took ****** from my bank account. All I want us my money refunded.

  

  Business Response

  Date: 04/22/2025

  As a courtesy, CarShield will refund one monthly back to you. Please allow 3-5 business days for processing.

  Respectfully,
  Customer Relations

• Initial Complaint

  Date:04/21/2025

  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.

  Regarding the wrongful issuance of an extended warranty policy and denial of a legitimate claim under Claim #*******, related to Contracts #MRF5172825, MRF5284634, and HWF5298041.Despite multiple prior communications and evidence showing that I clearly requested coverage for my 2015 Subaru Forester (***: *****************), CarShield issued the original contract for a vehicle I no longer owneda 2011 ****** Outback. This occurred despite me explicitly stating the correct vehicle during the recorded sales call. CarShield representatives failed to verify or correct the *** during the sale.When the transmission issue occurred on January 6, 2025, my claim was denied due to the mismatch. I then purchased the correct policy for the Forester on January 13, 2025, waited out the required grace ******* and re-submitted the same claim. It was again denied on the grounds that the *** stored the fault code prior to coveragean issue that only arose because I was misled into paying on the wrong contract for five months.Furthermore, on April 17, 2025, I received a dismissive response from CarShields legal assistant, ***** *******, refusing to approve my claim or refund all three contracts. Their settlement and release offer only includes a partial refund of two contractsMRF5284634 and HWF5298041excluding the original policy I paid on in good faith despite the company's error.Timeline Highlights:7/11/24: Purchased 2015 Subaru Forester, trading in my 2011 Outback 8/20/24: Called CarShield and requested coverage for the Forester; incorrect contract issued for the Outback 1/6/25: Transmission issue occurred 1/13/25: Purchased new policy for the correct vehicle (MRF5284634)3/27/25: Claim denied again citing pre-existing conditionbased on ******** tied to a breakdown that occurred before the new policy but after months of erroneous coverage 4/17/25: Final refusal from CarShield with offer to refund only two contracts, despite full documented history and hardship

  

  Business Response

  Date: 04/22/2025

  Mr. *****,
  As stated within our previous response,
  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"). 
  
  
  As stated within your contract, upon receival of your VSC, you are to " read the entirety of this contract. Check  your contract for coverage. Not every part of your vehicle is covered by this contract. Verify that the mileage and other information about you and your vehicle as provided on the declarations page  is accurate. Immediately contact the seller listed on the Declarations Page if any information is incorrect". 
  
  
  Upon review of your file, it was discovered that your claim was denied for repairs of your transmission and valve body due to pre-existing conditions. Initially, you had purchased contract(s)  MRF5172825 on 8/20/2024. The *** that was provided was for a 2011 ****** Outback on a recorded line. After the vehicle broke down, you had decided to cancel contract MRF5172825 due to providing the incorrect vin number  and purchased the current contract MRF5284634. You were informed that your vehicle would be subjected to the standard waiting period of  25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective Date upon the purchasing of your contract as each contract is unique to each vehicle that is registered.
  
  
  Your claim was initially reported on 3/5/2025. However, based upon obtained vehicle history record, you vehicle was reported on 1/14/25 at your current repair facility at mileage stamp 136,799. Your current claim start mileage was reported at 136,800. Additionally, reported transmission issues were reported by your repair facility per the service records obtained on 1/7/25. 
  
  
  A pre-existing condition is defined as any mechanical failures or concerns that exist prior to the inception of the contract and until the end of your waiting period. As you have been informed that your vehicle would be subject to another waiting period, and you must consent prior to running your card per company standards, your claim was denied for pre-existing conditions as the failures have been found to exist during or prior to your waiting period.
  
  
  CarShield has no contractual obligation to refund you for repairs that are deemed excluded from coverage per the terms and conditions of your VSC. However, as an effort to resolve this matter, CarShield is willing to refund contract(s) MRF5284634 and HWF5298041 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

  
  

  Customer Answer

  Date: 04/23/2025

  Complaint: 23230684
  
  I have reviewed the business' response and am rejecting it because: they are not willing to refund all 3 contracts.  The one they sold me in August was for the wrong vehicle when I clearly stated I wanted one for a 2015 Subaru Forester and their sales *** didn't correct me when they were provided the incorrect VIN number.  I was paying for a warranty on a vehicle that I didn't own for 4 months.
  
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/24/2025

   

  Mr. *****,

  It is not the responsibility of CarShield to make sure the vehicle identification number YOU provide is correct.  CarShield assumes that customers wanting coverage know how to correctly reiterate the *** number on the vehicle that are choosing to cover. 

  There will be no additional offer.  Please let us know if wish to accept the full refund for CarShield MRF5284634 &  HomeSafe HWF5298041. 

  Customer Relations

  Customer Answer

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/21/2025

  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 was a company I was using for car maintenance. One of the concierge services that they sent me to the company refused to let them know they returned the part. They kept the part for 2-3 months before sending it back. I am not going to pay them $500 to get my car repaired because I have paid Carshield a $100 deductible in order for their services to apply to the repair. I would like my money back that I have been paying them for 3 years.

  

  Business Response

  Date: 04/21/2025

  We have been informed that a member of the CarShield **************** has attempted to reach out and has left you a voice message. Please call back at your earliest convenience to discuss a potential resolution to this matter. 

  -Customer Relations