Complaints

This profile includes complaints for American Auto Shield, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Auto Shield, LLC

  14033 Denver West Pkwy Ste 200 Lakewood, CO 80401-3455

• 

  American Auto Shield, LLC

  333 Mid Rivers Mall Dr Ste 101 Cottleville, MO 63376-1516

• 

  American Auto Shield, Inc

  6820 Lyons Technology Cir Ste 250 Coconut Creek, FL 33073-4315

• 

  American Auto Shield LLC

  205 North Michigan Avenue Suite 2200 Chicago., IL 60601

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:04/28/2025

  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.

  Weve been with the company for over a year and paid our premium with no problem. I will put the vehicle in the shop. I was told by American auto shields rep ******* that the ** compressor was covered. Now theyre telling me that its not covered. Then they said the dealership didnt send it over to them, but the dealer is telling me it needs to be repaired and asking for us to cover it. Then today Im being told In their notes it states the fuse box was looked at and caused the issue and need repairing it may not be the compressor; so no one from the warranty company actually looked at the compressor but the dealer said it needs to be replaced. Additionally, we received a rental car through this company on 4/24 and was told by the 2nd rep parts was not sent out like we authorized 2 days prior. The rental is on good for 7 days. We were told again someone would reach out to the dealer to confirm info to send out parts which only take a day to arrive. We called the dealer and they stated theyre on hold with this company 45 mins to hour & 45 mins until they cant hold anymore. Nothing sent, nothing done. Plus informed us they hold the vehicle until payment is sent. I called this warranty company again today after the dealer & was told they had not reached out since the first time and the first call to try to confirm the information for the parts when *** called three other times prior to today and was told each time that they would call. We were denied extended rental with the vehicle is due back in two days, again nothing is done. We paid out-of-pocket for 1 wk for rental & dont want to reimburse that. When we purchased our premium, they did not say they had a cap on how many days you can have a rental while your car is being serviced. When ask they will not escalate up the chain of command, will not connect or give us a supervisor information, will not give a number for complaint or cooperate. They are giving us the runaround and we would like help and legal help

  Business Response

  Date: 04/29/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to address your concerns. 
  
  
  The Administrator of your *************** Contract, American Auto Shield, has examined 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 still in process for an a/c compressor concern.   
  In review of the notes on your contract, please contact ************** for more information regarding the next steps of your claim. 

• 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.

  My overall experience with American Auto Shield has not been ideal. This would be my second time dealing with them and I have to say this time around, I don't think I have ever dealt with such unprofessionalism in my life. To make a long story short, my car has been sitting at a ****** dealership since Friday March 28th because this so-called "top-rated insurance company" left me dead in the water with no answers about covering a part I needed. It was all he said she said and nothing was done correctly. After calling every day, twice a day staying on hold and being told the same thing for 3 weeks, I get a call not to resolve the situation but to ask me for my monthly payment. So, I wrote a letter to escalation team. I was finally contacted by someone, and they finally came to an agreement but after all this, I am responsible for pay out of pocket for not even a full hour of service they refuse to agree that is needed from ******. I have no problem with paying my deductible or the last hour, however, I do not feel like I should for the simple fact that this should have never gone as long as it has and I should not have been on the phone as much as I have been. I got a call back Friday and had a voicemail telling me they tried to reach out to repair facility and will try again Monday morning. It is now Wednesday night and still no phone call as to how we can come to a better agreement. The previous time I used them; it was the same I have read many reviews and have found that I am not the only one who has had similar issues with this company.

  Business Response

  Date: 04/25/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. 
  
  The claim at issue related to your complaint was reviewed by an American Auto Shield 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.  
  
  
  Upon review of your file, it was discovered that when your claim was initially started, your repair facility had requested the complete replacement of the throttle body. However, the repair facility did not present any codes related to the throttle body needed to authorize your claim. The adjuster asked that your repair facility provide details of how they verified the failure of the throttle body as no codes were presented. On several occasions, attempts to gather this information were made. Your claim was then sent to the escalations department and the escalations adjuster eventually was able to get enough information from the repair to authorize the claim on 4/16.
  
  
  As stated within your contract, your VSC does not provide coverage or compensation for loss of time or inconvenience. There were several occurrences that *** reached out to help progress your claim forward in a timely fashion. The delays due to your repair facility's inability to present a verifiable failure is clearly out of the control of your administrator.
  
  
  Nevertheless, as an effort to resolve this matter, *** will authorize a refund of two monthly payments for contract(s) CHXM5071042 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,

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

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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 12/15/22 my truck went in to a dealer I trusted to find out what was wrong with my truck. It turned out. I needed a whole new motor and turbo system, and with the insurance I have American auto shield has their ad said I can take my rig anywhere I want to have this work done. I picked this *** dealer I trusted to do the work. I submitted the paperwork to them and I have submitted it to them three different times and they deny it every time this is why it is taking me this long. I have given them the opportunity to make good on the insurance I have purchased through them it still has not worked and I am hoping that this will help me. My total bill was $30,929.96. They have told me I did not get the approval to have the shop do the work which counter dicks, what their ad says on me, taking it to anybody *** certified that I trust to have the work done to me. This is false advertising.

  Business Response

  Date: 04/25/2025

  American Auto Shield has already reached out to Mr. ****** on 4/24/25 regarding this matter. I have attached a copy of the response down below.

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/14/2025

  Type:Product 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 have a Car Shield policy which covers automobile air conditioning components, subject to a $100.00 deductible. On April 8, 2025, my mechanic filed a covered claim and Car Shield paid all except for for $293.27 - almost $200 above my deductible. I asked for a refund - and my letter to their CEL remains unanswered.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  
  
  American Auto Shield, the Administrator of your *************** Contract examined your claim based on the complaint documentation 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 *************** Contract ("VSC"). 
  
  
  Your VSC provides a wide variety and range of coverage for many of your vehicle repair needs. However, your contract does not provide coverage for  part pricing and labor pricing mark **** as well as any shop fees and non-covered parts/ taxes. Your claim was authorized for all covered components and verifiable labor per terms of your contract. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  American Auto Shield has no contractual obligation to authorize your claim for component's and labor times that are not included within your coverage. However, as a courtesy, CarShield is willing to provide a one time payment to you in the amount of $293.27 upon the execution of a settlement and release agreement for contract(s) ABF3823338. 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

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/09/2025

  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.

  Bought an aftermarket warranty with Carshield approx. Oct. 2024, had issue with my 2013 ***** equinox in Feb. 2025 no power, was told to take it to ********* by Carshield vehicle was towed over 2/12/25 sent all requested paperwork for oil changes, and any work done on the vehicle. Vehicle has been in the shop for over 2 months, inspector had not shown up for 1 1/2 months, decision wanted engine taken apart, but ******** does not do that, so wanted to have it towed to another shop that would do that. Carshield has not had any contact with us unless we called. Husband works days and I work nights sharing 1 vehicle. Carshield keeps requesting more testing but not covering vehicle. Ad says we got you back and covers repairs, we are getting no where with this and are requesting help to get our vehicle serviced. They have not gotten us a vehicle to drive either, have had to depend on others for a ride, so did not lose my job. This should have been fixed over 2 months ago. Had i of been out of town and broke down what would have happened.

  Business Response

  Date: 04/10/2025

   

  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.

  In review of the notes on your claim, the adjudication has been delayed by missing or incorrect diagnostic information and the claim being moved away from the real problems with the engine.  

  We have been informed a legal claims specialist will be reaching out to you shortly to come to a resolution to this matter. 

  Customer Relations

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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.

  Entered by BBB staff AT. The consumer received a letter in the mail from the business that said Thank you for your interested in purchasing a vehicle contract. The consumer did not request information from the business. The consumer would like no further contract from the business.

  Business Response

  Date: 03/31/2025

  American Auto Shield has effectively removed your mailing address from our mailing list as of 3/31/25.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 04/07/2025

  "American Auto Shield has removed me from their list and this is acceptable."

  -Transcribed by BBB employee

• Initial Complaint

  Date:03/23/2025

  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 would want Car Shield AKA as American Auto Shield to pay for the repair of the transmission on my car which had full gold package coverage which included complete coverage for the transmission. The claim was denied by Car Shield/American Auto Shield. The claim was denied after being reviewed by their adjuster. The reason for the denial was that Car Shield/American Auto Shield advised that the transmission breakdown was fault of the owner/operator. After numerous phone calls with my auto mechanic and myself, we kept being told that the transmission failed because of lack of transmission fluid, and the owner/operator of the car is responsible to keep all fluid levels correct, and because the transmission fluid was low, we were at fault. The transmission was never void of fluid, the fluid was low, becuase there was an internal leak which was causing the fluid to 'sweat' inside the transmission. The transmission for this car is a sealed system, with no dipstick to check the fluid level. The level's can only be checked by a certified mechanic unsealing the system to check the fluid level. Which is how my mechanic found and diagnosed the problem. Due to the leak within the transmission the parts within the transmission were failing and the transmission needed to be replaced. Again, multiple calls to Car Shield/American Auto Shield and denial, after denial. I am hoping that your agency might be able to help me gain a settlement from Car Shield/American Auto Shield on the cost of the repair. I am attaching documentation from my auto shop regarding the repair and the timeline around it. I can be reached for any additional questions at my email or via cell phone. Thank you for you help with this matter.

  Business Response

  Date: 03/27/2025

  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 *************** 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 *************** Contract ("VSC"). 
  
  Upon review of your file, it was discovered that your claim was initially started for a EXTERNAL transmission fluid leak from a output shaft/cv axle seal. The Repair facility provided pictures of the fluid leak and the claim was authorized. Following payment to the repair facility, your repair facility called in the next day advising there are now shifting issues with the transmission. The claim for the transmission replacement was denied due to improper fluid levels and continued operation as your vehicle was driven into the shop with an active leak.
  The leak demonstrated by the repair facility was found to be external, and it is not plausible to think there was no fluid reaching the ground. The call in which your repair facility called in to report the transmission failure was reviewed, and it was  found that the repair facility stated they added fluid, but it is not clear if they verified if the level of fluid was correct when the axle seal was fixed. Based on the photo submission within your complaint, and the fact that the repair facility added fluid after the repair was complete, the fluid leak was determined to be external. 
  CarShield and American Auto Shield stand by this adjudication, and the outcome of your claim will not change. CarShield has no contractual obligation to refund you for claims that exceed the liability of your VSC. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you six monthly payments for contract(s) MRF4945176 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 Relations 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23105534
  
  I am rejecting this response because: 

  There was no external leakage at any point leading up to the initial repair, and that was not indicated by our repair facility that there was an external leak. The transmission for this car is a closed/sealed system.  You cannot 'check' levels without opening the system.

    After the car was checked for the initial repair of the axel, and subsequent seal, which needed to be replaced because it was removed to perform the repair;  the car exhibited additional issues which lead to the deeper dive and what the mechanic said was now an issue with the transmission.  The fluid level within the closed/sealed system was low, and again, the transmission fluid had 'sweated' internally, but it wasn't void of the the fluid, but the fluid was low, therefore they did initially add fluid while trying to confirm that the issue was transmission.

  During the entire repair, our car did not leave the facility, while they were diagnosing it and finally making the repair.

  I would be happy to have my facility provide additional information, or speak directly with Car Shield/American Auto Shield on our behalf.

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

  Business Response

  Date: 04/09/2025

  If you wish to dispute the decision made by American Auto Shield, please fill out this simple and efficient claim denial reconsideration form here: ****************************************************** BBB Intro. However, if you wish to accept the six month refund upon the execution of a settlement and release agreement, please email ********************************** and we will draft the agreement for your electronic signature. 

  -Customer Relations

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23105534
  
  I am rejecting this response because:

  I still feel that my case needs to be reviewed.  The information that I previously provided I feel shows that my claim is valid and that my contract covered the transmission.  The original repair was completely separate from the repair of the transmission.  I am asking for the information to be reviewed again, and as I previously offered my mechanic would be happy to speak with your adjusters to answer any questions related to the 2 repairs.  

  I thank you for your time and consideration.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/21/2025

   

   You given direction on how to dispute the claim decision in our last response but we are happy to send it again. Please fill out this simple and efficient claim denial reconsideration form here:  ******************************************************

  Customer Relations

• Initial Complaint

  Date:03/12/2025

  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.

  AMEICAN AUTO SHIELD AUTORIZED MY VEHICLE TO BE FIXED THEY ASSURED ME THEY WOULD COVER THE COST OF MY VEHICLE BEING FIXED AND THE PART THEY ALSO ASSURED MY POLICY WOULD COVER THE UPPER OIL PAN AND THE LABOR THE BREAKDOWN ETC ALL THAT I WOULD BE RESOPOSIBLE FOR WOULD BE MY ********************************************************************** WITH REPSONSIBLITY OF PAYING A BALANCE THAT EXCEEDIGN THE DEDUCATABLE BUT EVEN IN THEY OFFER THEY GAVE ME AS WELL AS PHONE CONVERSATIONS WE HAVE HAD THE GURANTEEDED ME THAT THEY WOULD COVER THE COST OF THE PART AND THE REPAIRS AND EVEN THE ADDITIONAL AMOUNT I HAD TO PAY FOR THE RENTAL THEY ASSURED ME TO COVER I HAVE YET TO GET A CALL BACK OR MY MONEY BACK

  Business Response

  Date: 03/13/2025

   

  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. The delays during this claim were caused by your chosen repair facility not submitting pics of cause of failure in a timely fashion. It took them 10 days to submit pics. This contract is very clear in only allowing for 7 days rental for repairs other than a engine replacement or transmission replacement. This oil pan reseal only qualifies for 7 days of rental. All of this was explained to you multiple times including by the escalations department. 

  An offer was made to you for resolution of this matter and you refused it. If you wish to dispute the decision made by American Auto Shield, please fill out this simple and efficient claim denial reconsideration form here:  ******************************************************

  Customer Relations

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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 have been a consumer of Car Shield ( American Auto Shield) since September of 2024. I was a previous customer prior in 2022. I thought I had my 2013 ******* Navigator covered for powertrain, at least that was what I am paying for, The Silver Plan. My vehicle has been in the shop for about 2 weeks now and they had sent an inspector out to review the repairs the shop said needed to be done. I received a call and an email from records asking for the last 12 months of maintenance records for the vehicle. asked specifically what they needed and he said anything that has been done to the vehicle in the last 12 months. I said OK, the only thing done has been oil changes and filter changes so I got the records sent over. I received an email telling me this was not sufficient for review. ??? How can oil and filter changes need more information? So I called just a few minutes ago and tried hard not to loose my temper. I was told the claim was denied and that I could file a dispute. Now here is the kicker, I have the Silver Plan which covers POWERTRAIN, nothing else, the guy I guess thinks he is talking to a stupid woman, told me my rotors were rusted! I'm like, what the h*** do the rotors have to do with the powertrain? Absolutely nothing, that is the braking system are you kidding. I demanded that I get refunded the amount I have paid these scammers (approx *******) since Sept. and he said well AAS has lived up to their agreement. I said no you haven't, tells me the oil leaks are preexisting and they won't cover. I have been going to the same oil change facility over 15 years and they know how I take care of my cars, if there was a preexisting issue, I would have been told by them and it would have been repaired prior. Now here we are 2 weeks in, a denial of claim and no intention of fixing with 1400 down the drain. It's time to lawyer up. They were just sued by the *** for 10 mil for deceptive practices. Money for monthly payments direct ACH.

  Business Response

  Date: 03/10/2025

  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 denied for engine seal/gasket leaks being found to be long term and pre-existing. There were also other items that were denied such as ac components, catalytic converters, O2 sensors, ignition coils/spark plugs, and a running board malfunction that are not listed for coverage under your contract terms.   A list of covered components can be found in your contract. 

  Your vehicle was inspected and inspectors notes show, "There are long-term oil leaks from the valve cover on the right (passenger) side, leaking to a drip. The oil pan gasket, front timing cover, and oil filter housing are also leaking to a drip over an extended period. Some oil blowback is present on the transmission pan. The accumulated oil and dirt indicate prolonged leakage without repair." Images provided by the inspector show very well what the inspector based their findings on.

  Upon review of items in the claim, a inception mileage discrepancy was also found. The vehicle service records provided state the mileage on your vehicle was ******* on 9/3/24 making it impossible for the mileage to have been ******* om 9/13/24. 

  Due to the mileage issue, CarShield will cancel your contract and refund you in full upon the execution of a settlement agreement and release. If you wish to accept this offer, please email ********************************** within ten (10) days and we will draft the agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

  Due to the mileage issue, CarShield will cancel your contract and refund you in full upon the execution of a settlement agreement and release. If you wish to accept this offer, please email *************************************************************** within ten (10) days and we will draft the agreement for your electronic signature. 
  Customer Relations

   

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair 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 had an issue with my engine light on my car and I ended up calling car shield. They sent me to a brake and muffler place for them to run diagnostics on my car. I thought this was skeptical but took it there because I figured they couldnt get me into any other places. I had to pay $400 out of pocket because I was told it was a misfire because of my spark plugs because apparently car shield doesnt cover spark plugs. I went back to this place and thought everything was fixed. Not even 10 mins after I left the shop, my engine light comes back on. I immediately called car shield. I told them to send me to a dealership because my engine light was back on. They set it up to where i could go to ********** a few days later for a diagnostics and inspection. ********** sends me on my merry way because they had to wait for clearance from car shield. So Im still driving around with my engine light on. As Im headed to ********** a few days later, my engine light is still on and my oil light comes on. I knew something bad was wrong. I once i got there I was told I couldnt drive my car because i had no oil at all in my car. Got a rental that was approved by car shield only to be called on 11/4/24 and told that I had to return the rental bc the oil leak was a preexisting condition according to the inspector. I learned this after my car is in the shop, car isnt fixed, and not sure if the repair is gone cost me a ton out of pocket. After paying car shield $180 a month, I ended up paying $2,300 out of pocket for repairs. This is the most atrocious thing Ive ever gone through. I will never recommend this company to any one because they completely rip people off and I feel like they should be reprimanded.

  Business Response

  Date: 02/27/2025

  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 *************** 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 *************** Contract ("VSC"). 
  
  
  As stated within your contract,  your breakdown coverage begins after either of the following days & mileage combinations have been met: 25 days AND 500 miles; OR 40 days AND 250 miles from the Contract Effective Date.  Breakdowns that occurred prior to the contract purchase date or during the waiting period are considered excluded from coverage per the terms and conditions of your contract. Upon review of your file, it was discovered that both the timing cover, oil pan gaskets and seals were denied correctly as it was shown in the inspection photos with road grime and build up that these were long term leaks and could not have occurred in 5 days into coverage. As these items were considered pre-existing, they would not be eligible for coverage. 

  
  Your claim was approved a Purge valve  per the terms of the contract. However, due to the low cost of the repair, the deductible that is applied to every claim had covered the entire balance. As the other items were deemed pre-existing, they would not be eligible for the claims process.  
  
  CarShield has no contractual obligation to authorize claims past the extent of the **** Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you in full for contract(s) MFF5196448  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: 02/27/2025

  ********************************** I guess I will accept the offer seeing as though nothing can be done. I still feel that it's misleading and not only have I complained, many others have had similar issues.