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Initial Complaint
07/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 5th approximately I put my vehicle in the shop for transmission work to be American auto shield carshield processed the claim and I had to pay ****** out of pocket I was given a rental car for 14 days I only used 10 days when my car was returned to me on Friday Saturday the check engine light came on error code was for the torque converter I returned it to repair facility for replacement or repair on Monday on Tuesday they called and said they could not reproduced error message I was going to round rock TX and the check engine light came on and the transmission was smoking and the error code was torque converter...Here is the poor customer ********************** part my original claim gave me 14 days rental I only used 10 so I had 4 days left and it's now warranty because the transmission was under warranty so I was given the 4 remaining days to use when those were used they gave me another 5 days with Friday being my last date my car will not be complete by Friday so I called to request additional days because I am on dialysis and insulin and I need a get to my appoin ---------- Forwarded message ----------From: ***************************** <******************>To: ********************* *************************************** ************************************** ***************************************** ************************************* *********************** ***************************** <*********************>Cc: Bcc: Date: Wed, 3 Jul 2024 19:31:30 ***** Subject: Complaint and better business bureau complaint initiated warranty work done less than a week after car return ----- Message truncated -----Error Icon Address not found Your message wasn't delivered to ************************************ because the address couldn't be found, or is unable to receive mail.LEARN MORE The response was:The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. For more information, go to ********************************************* Show quoted text
Business response
07/10/2024
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. In total, 19 days of rental were authorized with the vendor taking the burden of several of those days due to a parts resolution having happened. The contract obligations were fulfilled and the additional days from the vendor were sufficient for the replacement part to arrive and be installed.
Due to the amount of claims paid, there is no refund due.
Customer Relations
Customer response
07/10/2024
Complaint: 21941097

I am rejecting this response because:Autoshield carshield provided faulty transmission torque converter went bad after less than a the transmission Autoshield provided the facility was worse than the one I had in it. 14 days rental is given for transmission engine work I got the car back Friday and Saturday the check engine light came on for torque converter. Monday I took it too facility they could not duplicate code so they gave me back the car less than 15 miles from shop check engine light on and smoke is coming from transmission MY contract says I have 14 days rental for transmission my initial repair use 10 of the 14 days so the warranty was being done I had a rental for 4 days Autoshield gave another 5 but my vehicle was not ready so I was forced to get around by walking. Since Autoshield carshield sent a faulty transmission they should replace it and give rental days so I won't be out
C

So my complaint is since this warranty I should be able to keep vehicle until complete the problems I am having are totally due Autoshield carshield poor business practices and inability to be flexible I am on dialysis and my mother is in a rehab facility Autoshield carshield has nothing to assist me with my vehicles

Sincerely,

*****************************
Business response
07/16/2024

CarShield has reached out to ******************** and we have reached a resolution on this matter. We consider this matter closed.
Customer Relations
Customer response
07/16/2024
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,

*****************************
Issue has been cleared I am satisfied with outcome
Initial Complaint
07/01/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased warranty over a year, paid monthly $106.99, for the services, most recent payment June 30, 2024. I attempted to have my car serviced back in December 2023, no one would accept Carshield to do the repairs, I had to pay out of pocket for the full amount $1900.00.
Business response
07/03/2024
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. The contract excludes repairs paid prior to any authorization and is not be coverable.
With that being said, CarShield understands your frustrations and is willing to refund 18 payments of your contract 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 response
07/05/2024
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
07/01/2024
Complaint Type:
Order Issues
Status:
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.
I am disputing the denial based on the fact that a new problem arose on my car. The garage (****) indicated a code is showing that there is an internal issue, that had not been there in the past. My car initially had a transmission flush for some shuddering at 5 to 10 miles an hour. This minor issue had been resolved for 7 months. I contacted the garage and indicated I think I am having an issue again, and this was my transmission not appearing to shift accordingly on the roadway at speeds of 50 mph and higher. This was concerning, never had this before. The garage indicated a code had come out and there is an internal issue that would need to be repaired. I have never had this problem since I had the car, and now it is being stated that is has been an issue due to the shuttering. But the previous shuttering had no internal issues, no issues with the transmission not shifting. Therfore, I need the part repaired regarding what the code is showing in the system, I am paying for a service, approximately, $125.00 monthly, and this is a new issue, and I am requesting this issue be repaired. . The garage has attempted to resolve this issue and providing the information on the vehicle history indicating that there were no internal issues with the transmission, and a transmission flush had been done, but does not constituet an internal issue. A transmission flush are designed to prevent transmission issues and keep your vehicle working as it should, and replacing it with fresh transmission fluid keeps your vehicle heatlhy. I do not see how this being done keeps my Car Shield warrantly from providing the service, and denying the claim.
Business response
07/03/2024
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. The submitted records show transmission related failures prior to contract purchase and no repairs/replacement made that verified vehicle was in good working condition
As a resolution,CarShield will refund your payments in full upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.
Customer Relations
Customer response
07/03/2024
I have reattached the documentation from the Dealership. There may be a miscommunication, as my car had no transmission code errors or loss of speed, or not shifting at the time of the transmission flush. Also, I used the vehicle after the transmission flush, as normally as I did in the past, I have driven out of state, and had no issues, and I apologize, if I had an incorrect date, my vehicle was reviewed in June where the code error appeared and a transmission issue arose. GM recommends flushes for maintenance of vehicles, and the minor issue I had was fully corrected with a normal flush.
I am not sure where the transmission problems are coming in from the flush with no internal issues, etc. My vehicle had been serviced by a licensed technician who specializies in my vehicle, and there have been no notes indicating I need a transmission or I had transmission issues.
Currently, the repair is over $8000.00, and the current response by the company was vague, and not explicit on how they determined a prior transmission issue when the garage did not.
Customer response
07/08/2024
Complaint: 21926822

I am rejecting this response because:
I am disputing the denial based on the fact that a new problem arose on my car. The garage (****) indicated a code is showing that there is an internal issue, that had not been there in the past. My car initially had a transmission flush for some shuddering at 5 to 10 miles an hour. This minor issue had been resolved for 7 months. I contacted the garage and indicated I think I am having an issue again, and this was my transmission not appearing to shift accordingly on the roadway at speeds of 50 mph and higher. This was concerning, never had this before. The garage indicated a code had come out and there is an internal issue that would need to be repaired. I have never had this problem since I had the car, and now it is being stated that is has been an issue due to the shuttering. But the previous shuttering had no internal issues, no issues with the transmission not shifting. Therfore, I need the part repaired regarding what the code is showing in the system, I am paying for a service, approximately, $125.00 monthly, and this is a new issue, and I am requesting this issue be repaired. . The garage has attempted to resolve this issue and providing the information on the vehicle history indicating that there were no internal issues with the transmission, and a transmission flush had been done, but does not constituet an internal issue. A transmission flush are designed to prevent transmission issues and keep your vehicle working as it should, and replacing it with fresh transmission fluid keeps your vehicle heatlhy. I do not see how this being done keeps my Car Shield warrantly from providing the service, and denying the claim.
I would appreciate another review

Sincerely,

*************************
Business response
07/08/2024

As stated in our response to your BBB complaint, American Auto Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here: **************************************************
If you wish to accept our offer of a full refund with a signed Settlement Agreement, please email *******************************.
Customer Relations
Customer response
07/10/2024
Complaint: 21926822

I am rejecting this response because:

As stated previously and as reflected by the records submitted by CarShield themselves, coverage is wrongly denied. I have had some minor transmission work done in the past but the current issue was never present nor did it prevent operation of the vehicle.

The contract defines breakdown as the inability of a COVERED PART to operate as it was designed to work in normal service. Definitions 3, Page 3 of 20.

The contract excludes pre-exising conditions. General Exclusions 3. Page 5 of 20. Pre-exising conditions are BREAKDOWNS that occur prior to the CONTRACT effective date or during the WAITING PERIOD.

If there is a problem that causes a BREAKDOWN it is not excluded if the roots of the problem merely exist prior to the CONTRACT effective date. There must be a BREAKDOWN before effective date or the end of the waiting period. Minor maintenance was performed in the past (itself arguably a requirement of the CONTRACT) but the vehicle was operable on the Contract effective date and during the Waiting Period. The COVERED PART did not fail to operate as it was designed to work in normal service until the CONTRACT coverage was effective.

CarShield appears to be attempting to deny the claim in bad faith based upon a logic that would greatly reduce the value of their coverage. Prior maintenance of a COVERED PART and even prior proper repairs of a COVERED PART cannot EXCLUDE that covered part from all future coverage and the CONTRACT does not do so.

As far as proof that prior repairs corrected the problem, there is no better proof than the service facility having performed the work and released the vehicle and the consumer having stated it was performing properly after the work was done.

As the COVERED PART operated as it was intended to up to and through the end of the WAITING PERIOD, it must be covered and is not excluded as a PRE-EXISTING CONDITION.
CarShield wrote the CONTRACT of adhesion, with its draconian rules as to arbitration and venue. Under general contract principles, it must be interpreted against the drafter. Strict construction should be given to the definition of BREAKDOWN and additional restrictions not within the four corners of the contract cannot be added.

CarShield cites 10. Repairs resulting from improper or incomplete prior repairs or diagnosis.

However, this is based on absolutely no evidence that the prior repairs were incomplete or diagnosis improper. There are multiple things that can cause a transmission to fail. Frankly, it defies logic that a repair facility would "under repair" a vehicle as the perception is typically exactly the opposite. Many things can happen over several months and 5000 miles.

An Exclusion is a defense to payment. The consumer need not prove an Exclusion does not apply. CarShield must prove it does apply. They have not done so. In fact, the repair facility would vehemently deny the prior repairs were improper or incomplete.

Sincerely,

*************************
Initial Complaint
06/29/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I took my truck (2016 ****** Titan) into the ****** dealership where I live due to warning messages I was getting on the dash. Had the service manager take a look and he replaced a slicking actuator on the turbo that was covered by ****** and when manually turning the turbos, found considerable resistance and suggested that the bearings were bad on both. The high turbo was being covered by ****** but the low turbo wasnt. Since he was out of the shop the next day, a tech reported to CarShield and when asked, he said that carbon was found when checking it. The adjuster called me to report that it was denied because the tech reported that carbon was found. I asked him why and he said that they will have to tell him where the carbon is coming from in order to cover it because it would probably keep coming in with a new turbo. The service manager returned the next day and called me to say that the bearings were bad that caused the issue and needed replacement. I told him what the adjuster told me and he said he would correct the wording on the claim and resend. He did and the adjuster called me back to let me know that he would not change the wording due to incompetence from the shop unless they could tell him how they would keep the carbon out of the turbo. A turbo is designed for soot and exhaust circulation to meet clean emission standards, you get carbon and soot buildup when the turbo stops working properly, in this case, due to bearing failure. The bearings on these are permanently sealed by the manufacturer, and are meant to contain carbon for extended periods of operation. I sent a form to CarShield to contest this denial this week on Thursday and was again denied coverage yesterday. There is a clause in the contract discussing the carbon cannot be a cause for part failure, I understand this, but I also know that my turbo issue was not created or caused by carbon, it was caused by a known issue with the 2016 Titan that bearing failure often occurs.
Business response
07/03/2024
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. A failed bearing would not cause the failures your chosen repair facility called in with. Also, turbo bearings fail from lack of lubrication or over pressure. Your repair facility called in the failures after they attempted repairs and your vehicle arrived in with multiple check engine light notifications including "Diesel Particulate Filter" (DPF) codes which are not listed for coverage under your contract terms. The repair facility made some repairs and programming but the vehicle also had codes for the **** actuator. The repair facility advised on recorded line they already ordered & installed this actuator. This proves your did not get authorization to have the repairs completed.
As a resolution, CarShield will refund your payments in full upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.
Customer Relations

Customer response
07/04/2024
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
06/28/2024
Complaint Type:
Billing Issues
Status:
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.
We no longer have the 2013 **** fusion we told them to cancel my policy. I wad told by phone they did. They took ***** from mu bank account. I want this returned.
Business response
07/01/2024

CarShield has refunded your last payment. Please allow3-5 to be returned to your account.
Customer Relations
Customer response
07/01/2024
Complaint: 21916304

I am rejecting this response because:
When I called to resolve this issue they refused to returned the funds they removed from my bank account comming over drafting before I was able to deposit my check. They did not have permission to withdraw in the first place.

Sincerely,

*************************
Business response
07/02/2024

In our complaint, you asked for a refund of $99.99. That amount has been refunded and we consider this matter closed. Please allow 3-5 business days to receive the refund.
Customer Relations
Initial Complaint
06/27/2024
Complaint Type:
Order Issues
Status:
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.
I paid ******** out of pocket that car shield was or should of covered under their contract I lost money because my car still doesnt work and Im missing work.the shop over charged for a non working car after payment takin before fake repairs
Business response
07/03/2024

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. In review of the final invoice sent in by your chosen repair facility, there were no out of pocket costs aside from the $200 deductible.
If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have.
Customer Relations
Customer response
07/06/2024
Receipt with cash payment noted
Customer response
07/06/2024
Receipt with cash payment noted
Initial Complaint
06/27/2024
Complaint Type:
Order Issues
Status:
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.
I took my car to a mechanic of my choice on 06-21-24. Please note: I am a disabled retired officer ; I need my car to get to necessary appointments. CarShield has terrible service overall. My out of pocket expense was $1273,05. Alianza; ********************; Ph#************. Once again *********** CarShield is a RIPOFF.
Business response
07/01/2024
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.
With that being said, CarShield understands your frustrations and is willing to refund your payments in full for contract MRF4894168 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 response
07/02/2024
Complaint: 21913121

I am rejecting this response because: I would like a refund for $1273 minus the deductible of $200. Send me the remaining amount.

Sincerely,

*****************************
Business response
07/03/2024

American Auto Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here: *********************************************************;
If you wish to accept our offer of a full refund, please email *******************************.
Customer Relations
Initial Complaint
06/27/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or about 6/1/24 I dropped my 2013 ***** Sonic off at ********************* Chevrolet in *************** for service. My car was not shifting correctly and the odometer was reading blank. I have an extended warrenty through CarShield, contract # MFR5043258. My claim number is *******. The dealer replaced the gauge cluster and said that would fix the odometer and the shifting problem. I picked up the vehicle on or about 6/10/24. I drove the vehicle about 2 miles and noticed the shifting problem was still there. I immediately turned around and returned the vehicle to the dealer for further repair. The dealer and a third party from CarShield determined that the vehicle needs a new transmission. My deductible is $200. CarShield refused to pay all the cost to repair the vehicle. The gauge cluster total was $800, Carshield paid $200 and I had to pay $600. The transmission is $5000 and carshield is refusing to pay $1600 of the transmission. $200 of that is another deductable. They are forcing me to pay the $200 deductible twice for the same claim. I would like them to pay the additional $1600 for the transmission and return $400 to me from the price of the gauge cluster repair. At the very least I would like them to not charge me the $200 deductable again for the same claim.
Business response
06/27/2024
Hi Gabi,

My name is **** with the Member Support team at Public. We received BBB Complaint 21887055 this morning. This complaint has nothing to do with Public.com or its services. We are an investment app, not a used car dealership or mechanic.

Please have this complaint removed from Public.com's profile immediately.

Thank you,
****
Cheers,
****
Business response
06/28/2024
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. You stated in your complaint you had out of pocket costs of $2200. Neither of your claims has this much out of pocket costs documented and both claims out of pocket costs don't total $2,200. American Auto Shield you were advised and agreed to the out of pockets costs on both of your claims.
Due to the authorization amount for both claims, there is no refund due.
Customer Relations

Customer response
06/28/2024
Complaint: 21887055

I am rejecting this response because:
My first bill for this repair was $600 out of pocket. As of today the repair is not complete, and I was informed by the repair shop that my out of pocket portion of the additional repairs is a total of $1600 which includes $200 for a second deductible for the same claim.

Sincerely,

*******************
Business response
07/01/2024

As stated in our response to your BBB complaint, American Auto Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here: *********************************************************;
In an effort to resolve this matter, CarShield will refund the 2 payments you made on your contract to cover the double deductible upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.
Customer Relations
Customer response
07/16/2024
We have come to a mutual settlement to resolve the complaint.
Initial Complaint
06/27/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I found a dealership on the Carshield list and took it to them. The dealership diagnosed the problem and then contacted Carshield to make sure the work would be covered under my policy. Car shield put the dealership on hold to review the policy on the *** Car shield came back on the phone and told the dealership that because I had the gold coverage it was covered. The next day when the dealership called Careshield to report that I would need a rental car because the part that they needed to order was going to take a few days Careshield asked what part and then said that it was not covered. ********** said they do not cover flexible hoses related to the *** The dealership informed ********* that the horse was a medal hose but car shield said they do not cover it. The dealership reminded Carshield that when he had called the day be for to make sure that everything would be covered they told him yes it would be covers and now its not. I tried calling Carshield to figure out who the dealership talked to the first time that told him that the work was covered. Carshield had no info of the dealership talking to anyone. I talked to seven different people to try to get down to them bottom of things but nothing was ever resolved. Carshield then told me about a claim on my car at a dealership in **. I told them you must have me confused. They had added someones claim to my claim. We were able to get that part resolved but not my ** situation solved.The dealership was going to charge me $1,700 to fix my ** and Carshield was going to cover nothing. I was not able to afford $1,700 so I had to go pick my car if from the dealership. Because Carshield had told the dealership that the ** work was covered the first time he called they had started work on my car leaving me with a $450 bill but no *** Thanks to ********** I had to pay an expense that could have been avoided had they done their job correctly.
Business response
06/28/2024
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. The photos sent in by your chosen repair facility show the cause of failure the leak in the A/C system would be from either the o ring at the connection or from the metal lines going into the evaporator which are not listed for coverage. An expansion valve would have no coverage as this was not the cause of failure is not covered under your contract.
With that being said, CarShield understands your frustrations and is willing to refund 7 payments of your contract 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 response
07/09/2024
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
06/25/2024
Complaint Type:
Order Issues
Status:
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.
I purchased an Auto Warranty from Carshield in February of ************************************************************* April 2024 I began experiencing issues with the vehicle I called the company and made a report they came and towed my vehicle from my home and took it to a dealership, they verified my coverage is valid to pay the claim as soon as they found out the amount to repair the vehicle they started making excuses on why they dont want to pay, the dealership is in the process of taking adverse action to take my vehicle due to nonpayment, I have sent everything needed for processing the claim but they continue to refuse service my vehicle will be sold by the dealership and I will without a vehicle, I have kids and havent been able to get around for over 60 days, If they didnt want to fix my vehicle they shouldnt have set the appointment up with the dealership and picked it up, what we have is a breach of contract.
Business response
06/28/2024

In review of **************' contract administrators notes. His claim was stalled out because his chosen repair facility did not send a diagnosis of his vehicle's failure(s). American Auto Shield (AAS) specifically requested freeze frame data that is needed to verify that this failure happened while within coverage and is not pre existing or falling during the waiting period. *** also requested the tow invoice from the breakdown to his home where it was towed from to the repair facility. The American Auto Shield Escalations Team has informed us they have already reached out to ************** and have tried to reach a resolution
Furthermore, ************** has been blocked from contacting CarShield due to detrimental manner in which he spoke to our employees. ************** has already been refunded 2 payments. CarShield considers this matter closed.
Customer Relations
Customer response
07/01/2024
Complaint: 21897565

I am rejecting this response because:American Auto-shield had my vehicle towed and set the appointment up at the dealership to have the service completed but after reviewing the final bill decided not to pay and is responsible by law to repair the vehicle, please provide proof of payment for the repairs or be held responsible for purchase of a new vehicle due to adverse possession by the service provider, The repair shop has stated and given all the information needed for payment but was refused a check by American Auto shield this matter is ongoing until the repairs are completed or I am compensated for the purchase of a new vehicle by law.

Sincerely,

***********************
Customer response
07/01/2024
The disputed amount is $12,000.00. This is the amount of repairs that they refused to pay.
Business response
07/01/2024

As stated in our response to your BBB complaint, American Auto Shield is the administrator of your contract and has full authority over repair procedures, approvals, denials and payments. If you wish to dispute a decision made by American Auto Shield you will need to follow the dispute resolution procedures found in your vehicle service contract which include filling out the dispute resolution form located here: *********************************************************;
************** disputed the 2 payments he made through his financial institution so there is no further refund due.
Customer Relations
Customer response
07/02/2024
Complaint: 21897565

I am rejecting this response because:

American Carshield refuses to repair my vehicle they are making excuses and refuse to pay, my dispute is about the 12k needs for covered repairs not a refund, a delay in claims is a refusal to pay please submit the check for repairs with the estimate submitted with this claim any refusal to pay is a breach of contract. Those are covers repairs according to my contract you submitted with the bbb

Sincerely,

***********************
Customer response
07/05/2024
Carshield admitted the 12k for repairs was valid but did not pay the claim a breach of contract has occurred and they are refusing to pay which is a violation of the law you cant promise service and refuse to pay thats deceptive trade practices please forward the check for the repairs
Business response
07/09/2024

As stated in our RESPONSES to **************' BBB complaint, American Auto Shield is the administrator of the contract and has full authority over repair procedures, approvals, denials and payments. If he wishes to dispute a decision made by American Auto Shield he will need to follow the dispute resolution procedures found in his vehicle service contract which include filling out the dispute resolution form located here: *********************************************************;
************** disputed the 2 payments he made through his financial institution so there is no further refund due as that is a full refund. **************' lack of understanding of the dispute process has become an undue burden on CarShield. ************** has been informed SEVERAL times how to dispute his claim but continues to waste the time of the BBB and the CarShield legal team by filing complaints that have already been answered.. CarShield considers this matter closed and will not continue to answer complaints filed by ************** because he doesn't like the answer he's been given.
Furthermore, ************** has been blocked from calling CarShield due to the detrimental and inexcusable way he spoke to CarShield employees.
Customer Relations
Customer response
07/09/2024
YOJ CAN MAKE EXCUSES ALL YOU WANT AT THE END YOU WILL PAY!!

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