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:05/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On a notice dated 5/15/2025, CarShield indicates that I have not contacted them to extend the warranty on a vehicle which I do not now, nor have I ever owned.This is false and forceful advertising, as most people would feel compelled to contact this company for clarification, since they are being asked about a vehicle that they do not own.This company has horrible reviews due to thier horrendous business practices so it appears that predatory advertising is what they have turned to. Companies such as this should not be allowed to operate.

  

  Business Response

  Date: 06/02/2025

  We have removed you from our mailing list, and have placed you on our do not contact list. 

  -Customer Relations 

• Initial Complaint

  Date:05/27/2025

  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 called car shield and spoke to customer ********************** to let them know the left side heater is not working , I was recommended to Harveys Garage ( repair shop) for diagnostic , I left the car to repair shop on 5/14/25, and advise the repair shop the the left side blower on the heater was not woking , car repair shop filed a claim with car shield for repair approval , I advise the repair shop to repair only what is covered by car shield , which knew I would be paying a $200.00 deductible , i was advise by car shield *** that my car had to stay at the shop (2 days) until the parts come s in because car shield they only cover what is approved and if my vehicle leaves the car repair shop and something happens it will not be approved, the car repair was not complete until 5/16/25 and was not offer any type of transportation while the car was being repaired . However, I thought I would only be paying a $200.00 dollar deductible and car shield would cover the balance . I end up paing $297.14 over . I called carsheild and was told the reason why I paid more that the deductible is because the repair shop went over the amount that is a llowed for the car diagnostic . I spoke to the repair while on the phone with car shield and the ccar repair company stated they did not know anything about the allowed amount . The consumer should not have to pay for car shield or the car repair company mistakes

  

  Business Response

  Date: 05/29/2025

  A member of the CarShield legal department will reach out to you shortly in attempts to help resolve this matter. 

  -Customer Relations 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.   Just waiting  on the business to process the final paperwork .which should  take no more than 5 days
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/24/2025

  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.

  Car Shield **** will not stop calling me. I have told them several times stop calling, we no longer have the car! At least once a month for the last 9 months, three times in the past 3 weeks. I thought there was a law about continuing to call after being told to stop.

  

  Business Response

  Date: 05/27/2025

  Your phone number has been removed from our system, and  you have been placed on our do not contact list. 

  -Customer Relations

  Customer Answer

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/23/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complain against CarShield and it's contract administrator ********************. CarShield hides behind arbitrary decisions made by the latter organization without providing written documentation about how claims are decided. One CSR will tell me one thing, tell the repair shop something else and no one on either end follows through with written documents showing exactly how much and why a claim is decided the way it is. CSRs, for the most part, are arrogant and speak over me on 2 different calls with 2 different CSRs indicating their training is to barrage customers with information that is scripted and duplicitous: They know fully well that the documentation I'm looking for hasn't been communicated to the repair shop but follow up with "it's not our job to make sure the repair shop got our emails. To date I've paid $5,399.73 for coverage of my 2016 ************* C-300 and this is my first claim. The contract I signed is vague when it comes to how determinations are made about how parts and labor decisions are made and the company has stonewalled providing the same to either me or the repair shop.

  

  Business Response

  Date: 05/28/2025

  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for all veritable labor and components per the terms of your contract. However, it was discovered that your repair facility does not allow for shipped in parts nor are they willing to negotiate on parts pricing. They are also charging over MSRP for parts causing a $1428.36 difference in authorized parts pricing. Finally, the repair facility is also charging over the verified labor time for the axle replacement of 3.3 hours.
  
  
  As stated within your contract, If the repair facility does not accept shipped parts, your Administrator, ********************, may choose to authorize the value of the shipped parts as a credit toward the repair facility's parts. If you decide to use the repair facility parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. Additionally, your contract states  authorized labor hours needed to perform repairs will be determined by ******************** using a nationally recognized labor guide. Any labor costs that exceed these authorized amounts will be  your responsibility. 
  
  
  
  Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a one time payment of $2400.00 upon the execution of a settlement and release agreement for contract(s)MRF4317946  and a voided authorization. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 19, 2025 i filed a claim with Car Shield in regards to my vehicle. They instructed me to take it to a shop near by to confirm the issues with it. I took the vehicle to the shop on April 21st (their first availability). The shop said the vehicle needed a new transmission. Car shield sent out an inspector on April 24th. The inspector finally got his report in to Car shield on April 29th and the Adjuster was then able to issue the claim to replace the transmission. I was told the remanufactured transmission would be ordered and delivered by May 8th. May 9th we were told the new delivery is now May 19th. May 19th I was told the transmission was lost in transit and they're working to locate it. Then I was told that the transmission was never shipped and it was on back order for 29 days and that the remanufactured transmission is no longer an option. I could either get a credit, and pay 2k out of pocket to the shop for their transmission, OR I could settle for a USED transmission with 96K miles on it. There is a huge difference between a used transmission with 96k miles on it and a remanufactured transmission. I have read several other similar stories online like this, and this is unacceptable. They promised me a remanufactured transmission, that is what I should be getting.

  

  Business Response

  Date: 05/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  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 accordance with the the terms and exclusions of the Vehicle Service contract ("VSC"). 
  
  
  Upon review of your file, it was discovered  that your claim was initially authorized for a remanufactured/rebuilt transmission. However, upon learning the shipment time needed to obtain the part, your claim was  was reauthorized for most cost effective parts to be replaced via a used transmission to go towards the repair facilities supplied transmission. Your claim was authorized for additional rental due to the delays for nearly double the maximum permitted within your contract as a courtesy. 
  
  
  As stated within your contract, your administrator may authorize the repair facility to repair or replace covered parts with new, re-manufactured, or used parts of like kind and quality based on the age and mileage of your vehicle at the time of repair.  If you decide to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair; any additional amounts will be your responsibility. You had authorized to use the repair facility's parts on 5/22/25 on a recoded line. 
  
  
  Your claim has been authorized for $5,995.74 toward your repairs, and $2,004.18 toward supplier parts. As you have authorized to use the repair facility's parts, the authorized amount will be credited towards the cost of the repair, and the outstanding out of pocket cost will be deemed your responsibility per the terms of the ***. No further authorizations will be added as the liability of contract has been met. 

  -Customer Relations

• Initial Complaint

  Date:05/21/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mechanic tried to submit a claim for alternator repair and cause you sent it back saying the *** number was not matching their records and my vehicle is 2013, not 2012 like their records have. Every time I submit a claim for repair they always find a way to turn it down.

  

  Business Response

  Date: 05/23/2025

  Mr. ******,
  Your Vin number was corrected and you were approved to continue coverage per the receival of your odometer reading. However, an odometer reading was not provided for nearly two years after the purchase of your contract. It was found that your reported inception mileage was incorrect by over thirty thousand miles. Due to the mileage discrepancy, you are ineligible for your current level of coverage and will be cancelled effective immediately. CarShield will issue a full refund of contract(s) MRF4728598 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 

  -Customer Relations 

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to get our truck fixed for 6 months. It needs a new engine and Car shield is doing everything they can to drag their feet. We replaced the computer, the fuel injectors, submitted tests of poor compression in one cylinder and carshield asked for pictures requiring us to tear the engine apart with no approval to rebuild it or replace it. Im active duty military and have to move in 4 weeks also. Carshield said if we move that we have to start this whole process over. This is utterly ridiculous that they will not pay out on a policy.I would like authorization for replacing the engine as shown by the submitted tests for any location or authorized car shield repair place we choose.

  

  Business Response

  Date: 05/23/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence 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 decision is currently pending a verification of failure.
  
  
  As stated within your contract, any part that has not broken or failed, even if a repair facility has recommended repair or replacement will be deemed excluded from coverage. Your claim is currently pending a verification of failure for the reported concerns by your repair facility. . As there has been no verification of failure presented, the claim decision will remain pending this verification to determine coverage. Without a proper verification of failure, your claim cannot progress forward. Once a verifiable failure is presented, it will be reviewed by your Administrator for coverage per the terms and exclusions of your vehicle service contract. 
  
  
  
  Respectfully,
  Customer Relations.

  Customer Answer

  Date: 05/23/2025

  Complaint: 23360236
  
  I have reviewed the business' response and am rejecting it because:
  
  The car repair facility has submitted all the tests showing that cylinder 5 is not getting the right amount of compression.  Youre now asking for random photographs of the engine that has nothing to do with the cylinder not firing properly.  The only way fix the problem since weve already replaced the trucks computer and fuel injection system, spark plugs and wires is the engine itself.  You simply want to drag out this process until we give up so you dont have to pay out on the claim.

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

  

  Business Response

  Date: 05/27/2025

  Mr. ******, 

  As stated in our previous response, your claim decision is currently pending verification of failure.

  Per review, this concern of a cylinder 5 misfire began on claim ******* on 3/5/2025 at mileage shown as ****** where a fuel injector was replaced and this concern repeated into claim ******* on 4/7/2025 at mileage shown as ****** where a PCM was replaced. This exact same concern is being reported now as an engine failure with low compression in cylinder 5 that has not been identified, and no attempt at a verification of failure has been shown other than a compression test. As there has been no verification of failure presented, your claim decision will remain pending this verification to determine coverage. 

  -Customer Relations 

  Customer Answer

  Date: 05/30/2025

  Complaint: 23360236
  
  I have reviewed the business' response and am rejecting it because:
  
  We keep being told to provide proof of failure, but the body shop that is affiliated with car shield says that the compression test is how you prove failure.  If there is another test, please tell me what that is.  Otherwise please deal with your affiliated repair shop so they know what to do.
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase in March, but this was the wrong decision and worst experience. I have a used vehicle I have owned for a year. Doing routine oil changes and maintenance service I decided to purchase carshield for added protection. Literally a couple of days after my waiting period my vehicle started acting funny. I decided to contact them and check my options. They referred me to a local shop to have it looked at. Turned out my transmission went out and needed to be ***laced. I signed up for platinum coverage which covered this. They sent their inspector to the repair shop and made their own decision that it was a long term issue that previously existed so the claim was denied. They ask you all these questions about the condition of your vehicle prior to signing up and I had no known issues or warning lights on in my vehicle. My car was due for transmission service at 100k according to my last all around vehicle inspection which was provided to them. I had know knowledge of a prior issue going on with my car. They quoted to me "we are not blaming you" but this is what it is. Not only did I not receive any contact from a claims **** I had to call in to find out information and what was happening on my claim. They **** have great customer ********************** skills but do not know how to explain or handle an account leaving you confused. They barely contacted the repair shop as well. I never received any returned emails. I did not know information needed was being requested unless I called in and it was told to me. I tried to dispute the claim being denied due to the unfairness of the situation and the entire reason for paying for a premium like this. They were apologetic and proceeded to offer a credit of ****** towards the repair I'm coming out of pocket for. A claim *** contacts me today to tell me about the denied claim and that they will not even be awarding the credit that was promised cause I don't meet the deductible amount, but calling me for a monthly payment. Absurd.

  

  Business Response

  Date: 05/21/2025

  Thank you for bringing this matter to our attention and we appreciate the opportunity to respond. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that your claim was authorized for Initial cause of failure for a pump seal failure as a credit to be applied towards a transmission repair with transmission being denied for continued operation with a long term transmission fluid leak. However, your authorization amount would have been less than your VSC's $1000 deductible amount and therefore would be considered your responsibility per the terms and exclusions of your contract. 
  
  
  As stated within your contract, breakdowns that occurred prior to the contract purchase date or during the waiting period. Upon review of your claim, it was determined that your claim could have been denied outright for preexisting failure as inspection photos show long term transmission leak and rusted brake rotors which are a direct indication of this failure predating the purchase of the contract and would have predated the 27 days your vehicle was in coverage. Furthermore, there were no DTC codes present at inspection and thus there would be no failure of the transmission verified.   Per the pulled Carfax report, your vehicle has been into three  different repair facility's during the ownership period and the fluid should have been checked and the existing  leak should have been correctly repaired. As photos submitted  show this is not a new leak but a long-term leak, your VSC would have no liability for these repairs. 
  
  
  
  Your claim was authorized for  $381.84 toward your rental, and has been paid to the rental company. As your claim payout exceeds what has been paid into your contract, there will be no refund due. 

  -Customer Relations

  Customer Answer

  Date: 05/21/2025

  Complaint: 23349020
  
  I have reviewed the business' response and am rejecting it because:
  
  Because the business is getting over on people. They have these mechanics break these cars down to deny the claims. This has not just happened to me but other customers as well who have had a similar experience with car shield. Sounds like they are still blaming me for a long term issue I had know knowledge of because as I have stated I only have been the owner of this vehicle for a year. The credit was told to me by their *** that it would go towards the repair not mentioning the payment towards the rental. I would like my premium payments refunded back. The way this has been handled is unjust and car shield shows that they have no regard for the customer. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/21/2025

   

  As stated in our previous response, since the amount paid for your rental is more than you paid into the contract, there is no refund due. 

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

  Customer Relations

• Initial Complaint

  Date:05/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been paying car shield for 3 years never had a claim. My car needed a new engine. ****** dealership has had my car has been for over 30 days. Car shield sent 2 used engines. 1st one cracked, second one has a leak. The manager said he was waiting on carshield to verify who was paying to fix the leak on the 2nd engine. The mechanic show me photos of the 2nd engine that had a leak. 2 days later I was told to pick up my car. Car shield claim the mechanic said there was no leak. The next day i get another call, telling me engine light came on. and the person who works on this issue, will be out for 5 days. Carshield refuse to extend my car rental, I had to pay for the extra day. The dealership assistant service manager and a representative from car shield keeps giving me conflicting stories. The bottom line is I have no car, car shield refuse to extend my rental, refuse to put a new engine in my car, are sending random engines and dont know its history, I never get to speak with my adjuster. They have not made this process easy, nor are they living up to their advertisement I see on tv commercials. I want my car fixed and I want a rental car until my car is fixed. Car shield kept sending broken motors and **** extend my car rental, due to their errors in judgment with these used engines. The $100 is for the extra day, I kept the car after, I was told my car wouldnt be ready. Im calculating $500 is what I will pay to someone to take me to work until I get my car back.

  

  Business Response

  Date: 05/20/2025

   

  The CarShield legal department has contacted *** and Mrs. ******** and we are working on a resolution. 

  Customer Relations

• Initial Complaint

  Date:05/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle extended warranty from Car Shield in August 2022 and they have been taking the money out of my account since then. This week I actually needed to make a claim. I called the company to find out exactly how I go about doing this, and I was told that my policy had been red flagged. When I inquired as to what that means and why, they told me that 8 months ago someone came through and decided that a bunch of policies were not any good. I was never informed of this and they continued to take the money out of my account. When I "pushed" a little to make sure I had tis right (take my money for a policy that is no good?), I was informed that I could purchase a new policy. The new policy would not be effective for 30 days and any issues would be considered pre-exisiting and then not covered. Is there anything that can be done? Ideally, I would like them to honor the original contract and cover the new engine that I need. But I guess what really burns me is the way they never bothered to inform me of the changes 8 months ago. I can't see that that's just okay. THank-you for your time and consideration.

  

  Business Response

  Date: 05/19/2025

  A member of the CarShield legal department has attempted to reach out to you to discuss the contents of your BBB complaint. Please call the number left in your voicemail at your earliest

  convenience. 

  -Customer Relations