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:09/25/2025

  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.

  4 to 5 calls a day. Want them to stop. Asked them to stop but they fo not.

  

  Business Response

  Date: 09/26/2025

  Thank you for bringing this matter to our attention. We have added you to our do not contact list to stop all mailers as well as blocking you phone numbers from our system. We are sorry to lose you as a Carshield customer. - Customer Relations

  Customer Answer

  Date: 09/26/2025

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

• Initial Complaint

  Date:09/19/2025

  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 am writing to formally express my dissatisfaction with how my claim #******* has been handled. It has now been more than two months since I submitted all of the documentation you requested, including:Receipts Bill of sale Vehicle title Proof of payment in full Despite providing everything required, CarShield has failed to properly process my claim or provide coverage as promised under my contract.During this time, I have continued paying my monthly premiums, yet I have received no assistance on the very claim for which I purchased coverage. This is not only frustrating but also a breach of the service I was led to expect as a paying *********** this point, I am requesting a refund for the months I have been paying CarShield while my valid claim has been neglected. If my claim will not be honored, I should not be responsible for paying premiums during this period of inaction.I expect a prompt resolution to this matter and a written response ASAP. This is the reason I'm force to escalate my complaint to the BBB.Sincerely,**** ******

  

  Business Response

  Date: 09/23/2025

  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.  Your repair facility contacted ******************** to start your claim and requested the following: ***********- Pressure Sensor, ***********- Pressure Converter, ***********- Engine Mount and miscellaneous hardware. When totaled up, the claim did not total more than your $1,000 deductible. Therefore the claim was not moved forward.  You were advised of this on a recorded call on 6/24/2025.

  On 9/2/2025, you called regarding a reimbursement and submitted a final invoice. The invoice submitted was the same invoice for the claim from June 2025. The invoice also showed you did not have the engine mount replaced so that authorized amount was removed from the claim. The Pressure Sensor, Air Duct and Pressure Converter were installed but are not listed for coverage under your contract terms. The ** also shows ***********- Brake Booster Pump was installed. This is the only item that could have been coverable was the brake booster pump but again, the cost of that repair including parts and labor was $743.97, which is less than the $1000 deductible so there is still no amount due on a reimbursement.

  As a resolution, CarShield will refund your last 8 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: 09/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
    I will email ********************************************************* to get my last 8 payments reimbursed 
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/19/2025

  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 obtained warranty coverage from car shield in May. I was told by the company that I could use any place for service and everyone accepts it. I have not needed to use this but made some calls to local dealers and private service facilities within 100 miles and nobody will do business with them. I have called them twice they even called the so called "participating facilities" and were told no they don't accept it. Also since having this I receive over 20 spam calls a day on my home and cell claiming to be car shield. After multiple calls to the company to cancel the policy I was finally able to get someone to cancel. I requested a refund for falsely stating I would be able to use them if I needed.

  

  Business Response

  Date: 09/19/2025

   

  Carshield and your administrator, ********************, 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. There is nothing that CarShield or AAS can do to force any repair facility to work with you. 

  CarShield will refund your payments in full. We are sorry to lose you as a customer.

  Customer Relations

  Customer Answer

  Date: 09/20/2025

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

• Initial Complaint

  Date:09/18/2025

  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.

  Car shield keeps sending me a vehicle service contract. Ive told them I have not had the car since 2021 and they keep sending me a notification I attached the paperwork for you. Thank you!!

  

  Business Response

  Date: 09/19/2025

   

  We have removed your information from our contact list. 

  Customer Relations

  Customer Answer

  Date: 09/19/2025

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

• Initial Complaint

  Date:09/18/2025

  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 cancelled my contract with ********* and they said that I would get a refund for cancelling and I called about a week ago and then they said that I won't get paid a refund.I had this contract for four years and never used it.What I don't understand is why and I need my refund because I not responsible for paying for other people cars and that's just the way I feel about it

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. Much like typical health insurance, failure to use coverage does not does not mean that the premium is not due; as the coverage was available for use in the event of a breakdown. CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. 

  Nevertheless, as a courtesy to you for being a long time customer, ********************** is willing to provide a refund of 8 monthly payments for contract(s) MRF3648012 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations
  

  Customer Answer

  Date: 09/19/2025

  I don't feel that its right for them to take a three year payment from me and I don't understand why they are only giving me eight months of payments, they could at least have offered me a payment for at least half of what they owe me.

  

  Business Response

  Date: 09/22/2025

   

  We apologize, the offer in our response should have been 18 months, not 8. We can make a final offer of 25 payments with a signed Settlement Agreement. 

  Please email ******************************* if you wish to accept. 

  Customer Relations

  Customer Answer

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/17/2025

  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 currently have a contract with Carshield for auto warranty on my 2021 Jeep Wrangler, which I found after signing the contract that the warranty is being serviced through a third party company, ********************. In the last week, I experienced an issue with the vehicle that required me to take it in to a repair shop. I took it to 2 places and was told that they do not accept the Carshield warranty because they "do not pay their bills". I then contacted *** and asked them to help me find where I can take it, they referred me to another local authorized dealer/service provider for my vehicle. After diagnosis, the dealer provided a cost of over $900. My deductible in my contract is $200. AAS is stating that they are refusing to pay over $400 of the bill because it is higher than the "national labor database" referenced for the repairs needed. My contract does not provide any reference to this specific database, and I requested that they send this to me - they have refused to do so and stated that I can ******** national labor database to reference it. They are blindly estimating the labor required to repair my vehicle, and simply stating that I would have to pay the difference. I would like for *** to honor the contract and pay the invoice (which is very fair for the repairs needed), minus the deductible in the contract. It is impossible for anyone to agree to an arbitrary national database or understand any implications of the agreement that they are arguing.

  

  Business Response

  Date: 09/22/2025

  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 final invoice sent in by your repair facility showed you were only responsible for your $200 deductible and nothing else. 

  It is possible your repair facility submitted 1 final invoice to ******************** and possibly presented a different one to you. If that is the case you will need to take that matter up with your repair facility. 

  Customer Relations

  Customer Answer

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/17/2025

  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 am submitting this complaint regarding CarShield and their unfair business practices.I am a single mother of five children. I am currently unemployed, managing serious health issues including heart failure, and I recently had my vehicle repossessed. Despite these hardships, CarShield withdrew money from my bank account in September 17, 2025 for a policy I did not use, need, or authorize.When I originally signed up, the salesman explained that the coverage was month-to-month, and that if I no longer wanted the policy, I could simply stop paying. In August, I did not make a payment because I no longer had the vehicle covered under the policy. Despite this, CarShield took money out of my account in September without my permission.I called to request a refund and cancel the policy. CarShield refused to refund me, even though I:1. No longer own the vehicle.2. Was told the policy was month-to-month.3. Clearly did not authorize or expect coverage or payment after or for August.This feels deceptive and predatory, especially toward people already struggling financially. Many customers, like me, take the salesman at his word about month-to-month flexibility only to later be charged against their will.I am asking the BBB to investigate CarShields practices and hold them accountable. I also request a full refund of the payment and written confirmation that my policy has been cancelled so no further money will be withdrawn.Thank you for your time and for helping protect consumers like me.******** **********

  Customer Answer

  Date: 09/18/2025

  Carshield QUICKLY resolved this matter. I appreciate people that have a heart and one person definitely doesn't reflect the company in its entirety.

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. The BBB has no authority over what is offered as a resolution to a complaint, they are not a government entity and have no authority to force a company or a consumer to resolve a dispute. They simply act as a liaison between companies and consumers who come to a disagreement.

  Upon review of your account, we can confirm that your account has been cancelled and your payment was refunded. CarShield considers this matter closed.

• Initial Complaint

  Date:09/16/2025

  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.

  I have been getting daily phone calls from CarShield since June- even when I'm out of the country- not only to my phone but through Whatsapp. I have told them verbally numerous times to stop calling me. I called them and spoke to someone regarding a possible policy in the early Summer, but I never bought one. I have told them I am not interested at this time. This is harassing. It's a person calling and not a recording. Sometimes I just answer and don't say anything until they start talking and introduce themselves. Each time I tell them to stop calling me. I DO NOT WANT THEIR SERVICES. I have unsubscribed from all emails. There is no way to contact them but by phone. They have already been told, and they don't stop!

  

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. We can confirm that you have been placed on our do not contact list as of 9/16/25. Please allow up 10 business days for mailers to halt. Your phone number has been blocked from our phone system meaning no outbound calls to your number will be possible. We are sorry to lose you as a potential CarShield Customer. - Customer Relations

  Customer Answer

  Date: 09/19/2025

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

• Initial Complaint

  Date:09/15/2025

  Type:Billing 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 customer for over one year and initially valued your services; however, following my relocation to the East Coast in March 2025 and the financial hardship caused by the loss of my dog, Apollo, on April 7th, my recent interactions with your staff have revealed significant deficiencies in professionalism, empathy, and accountability. During an attempt to correct a payment error in August, I was repeatedly met with rudeness, abrupt disconnections, unhelpful responses, and dismissive management. Calls with representatives including ***** *****, ***, ***, and supervisors culminating with ****** highlighted a systemic unwillingness to provide solutions or demonstrate basic courtesy.On September 15th, I confirmed cancellation of my account with *****, who advised a refund of my August payment would be processed within five business days. I expect this to be completed promptly. In addition, I will be filing formal complaints with the Better Business Bureau and Consumer Affairs, given the troubling pattern of complaints consistent with my own experience. While I do not seek to reinstate coverage, I urge you to address the broader cultural and operational issues within your customer service operations, as they pose a serious risk to CarShields reputation and customer trust.

  

  Business Response

  Date: 09/16/2025

  Thank you for bringing this matter to our attention, we are sorry to hear about your unfavorable experience. As a resolution, CarShield will refund you in full minus any disputed charges 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. We are sorry to lose you as a CarSheild Customer. -Customer Relations

  Customer Answer

  Date: 09/17/2025

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

• Initial Complaint

  Date:09/15/2025

  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 am filing this complaint against CarShield for deceptive sales practices, misleading representations about coverage, and refusal to provide a full refund after they denied a legitimate claim that their sales representative explicitly guaranteed would be covered. This appears to be a classic case of bait-and-switch tactics, where the company failed to disclose key exclusions prior to securing payment, violating consumer protection standards. As a result, I request a full refund of all payments made under the contract, totaling $850, due to the misrepresentation of the service and the resulting financial harm.

  

  Business Response

  Date: 09/16/2025

  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 cause of failure was a cylinder 2 misfire due to valves not closing properly due a warped/uneven valve seat and no failure to the valve was shown. Valve seat is not listed for coverage under your coverage terms as this is not a lubricated moving engine part. Valve seat failure is a long term failure that would not have occurred in the ***** miles into coverage.

  Per review of service records this vehicle had recent diagnosis and repair by same repair facility for opposite side cylinder head with a failure to the #3 cylinder exhaust valves and misdiagnosis and improper repairs are evident. The contract would have no liability for these concerns and you are responsible for all charges related to this repair.   We have attached a copy of your contract for convenience.

  As a resolution, CarShield will refund your payments in full 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: 09/25/2025

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