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:08/19/2025

  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 recently ran into an issue with Car Shield, their Warranty and follow up business practices.I was sold an upgraded warrenty that was exclusively for my car type. They sent me to several of their auto shop locations that couldn't help me and after a month of running around to different locations, paying multiple diagnostics tests, multiple over milage towing and monthly memberships, I was finally directed to The dealership and my claim was denied by Car Shield.During this time, the car went from running to the issue getting increasingly worse, to the issue burning out the unit completely.They mismanaged the claim from day 1. Sending me to places that couldn't work on the car and not returning calls to auto shops when they wanted to begin work. They took an additional two weeks at the dealership to send multiple of their own inspectors down to fail the claim due to wiring corrosion. Which all mechanics that I spoke with, listed as normal wear and ******* make matters worse, they refused to give out any information on how to speak with management. They can only call you back. When they do, they only leave contact information back to normal customer service.I spent roughly nearly ******* to have my claim denied.

  

  Business Response

  Date: 08/21/2025

  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 vehicle was brought in due to going into limp mode and would not start.  Your repair facility contacted American Auto Shield after a visual inspection and found that the engine wiring harness running to the *** shorted to ground and burnt the wiring harness. Further inspection found that the main wiring harness ground strap had frayed and corrosion causing the short.

  While the *** does have coverage for the harness, the failure being caused by the corrosion is not coverable.

  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: 08/22/2025

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

• Initial Complaint

  Date:08/15/2025

  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.

  Most recent debit card attempt 8/15 at 7 am. CarShield has been attempting charges on my debit card since 7/15, after never sending information related to the call in an email much less sending a so called contract to sign. I have attempted to tell them Stop, last 8/15 and just previously on 8/1. They even attempted charging on 8/3 (Sunday). A Sunday, real scam like. I have not even received a call from ************ or ************, no mailers ever, etc since 7/15. It's a month later and still attempting charges on my card without signing.

  

  Business Response

  Date: 08/15/2025

  All of our phone calls are recorded for quality assurance. On 7/7/2025 you agreed to recurring payments on the fifteenth of each month, to be taken out automatically. Though the ***** period of 30 days for a money back guarantee has been exceeded, we will provide you with a one time complete refund as a courtesy. We are sorry to lose you as a CarShield customer. - Customer Relations

  Customer Answer

  Date: 08/15/2025

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

• Initial Complaint

  Date:08/14/2025

  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 bought a H31**34363234333237**H policy in 2020, never had to use it. In 2025, I had an oil leak and went to a garage and they said they didn&#**;t have the ability to tear the car down to diagnose the issues with the car. I took it to a specialty mechanic. They said they couldn&#**;t work with H31**34363234333237**H because it was difficult. He fixed the spark plug and I had to pay for that service. It wasn&#**;t fixed so I go to another mechanic. They tear into the motor and found an oil gasket leak. There was a lot of fine print in the H31**34363234333237**H agreement and they would not cover the repair. I paid for this repair that the mechanic performed for me. He could not find another leak and it was from internal issuses. I called H31**34363234333237**H and it took them 2 weeks to call me back. They said I need a cause and effect of the problem before they are willing to pay for a mechanic to repair my car. The car is continuing to burn oil since April 2025. They need to have a way to tell the customer that they will pay towards the diagnosis on the car repair. I&#**;m still in the process of getting my car repaired and covered by H31**34363234333237**H. I&#**;m just getting the runaround. The mechanic feels there needs to be a new motor completely.I want them to cover the upcoming repair on my car.

  

  Business Response

  Date: 08/15/2025

  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.  In review of the service records, your concern for oil leaks and oil consumption dates back to 4/1/*******. Kennedy  has been advised to take vehicle to a repair facility and start claim and no claim has been started. 

  On 10/1/2024, Mr. ******* advised of a misfire and oil consumption. One 10/14/2024, Ms. ******* again mentioned an oil leak and oil consumption. On 4/8/2025, Ms. ******* yet again advised of oil consumption and was to have repair facility to start claim.  There were additional calls on 5/8/2025 and 8/5/2025 advising once again of same oil consumption concern stated an engine needed to be replaced. To this date 8/14/2025 a claim has not been started for these engine concerns and there is no diagnosis or verification of failure presented by any repair facility. Oil consumption/piston ring failure is not a covered failure under the contract and a covered mechanical failure would have to be verified to review for coverage. Continued operation negligence would factor into any future claim decision and would follow normal claims process for any further review of these concerns.

  As a courtesy, CarShield will issue a one time payment $2000 with a signed Settlement 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: 08/15/2025

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

• Initial Complaint

  Date:08/12/2025

  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 have a warranty contract with CarShield and in the contract it states it will replaced or cover any lubricant malfunction. The lifters and cam messed up in my 2011 Ram 1500 and cause my engine to fail. The repair center has had my truck for 2 weeks now with me and the repair center company calling daily on answers to repair my truck. Car shield is now trying not to pay for the engine and the faulty parts for my vehicle. They also had the mechanic shop tare the engine down to determine what caused the issue and now they are not trying to pay for that either. They are trying to hold me the customer responsible for the cost. This is take my money every for some period of time now. Now they dont want to pay for the repairs and trying a small credit instead of paying out the claim like the contracts states. This company is trying to to get over on consumers and not paying.

  

  Business Response

  Date: 08/14/2025

  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 chosen repair facility  found significant metal debris as a result of a lifter failure and due to continued operation metal debris in the oil pan clogged oil pump which lead to oil starvation and engine failure. The vehicle was found to have multiple DTC codes found related to misfire and oil pressure along with the large amounts of metal found in the engine as well as the vehicle being towed from your residence indicate that this was not an instant failure but the vehicle was driven with warning lights illuminated and engine noise before total failure occurred and vehicle was towed to the repair facility. 

  This would be considered continued operation negligence and would limit coverage to the initial cause of failure, which would be lifter cam failure which was authorized as a credit towards repairs in the amount of $4,027.53. CarShield will void that authorization and issue a one time payment in the amount of $4,027.53 with a signed Settlement 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: 08/16/2025

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

• Initial Complaint

  Date:08/12/2025

  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 had used car Shields.Fifteen years prior in ******* never had a problem i recently moved back to ***** and needed an extended warranty. I went to the local foreign car auto. In ********* and had the work done and spoke wiwhat was covered by car shield because they never sent me any information on what was covered. I just had to always try and get them on the phone. After the work was done, the owner of the. Automotive business could not get ahold of them. They would not answer his calls, they would not answer mine. And I couldn't get my car back unless I paid out-of-pocket **** $800 in payments, I'm a disabled person living on a $1000 a month, and I was paying a $126 a month to them for coverage. I have a 2008 Saturn. View XE with less than ***** miles on it with no problems whatsoever. I had already paid out a pocket to fix things. Which is why I went to use car shield? But I never got ahold of him and they never even tried to get back with me either. It's come to my attention as a class. Action lawsuit against them, which apparently all the car dealers know, but the banks don't know and my bank would not refund me any payments that I made to this fraudulent company and I seek reimbursement and to let the public know what's going on because apparently. We know what he does except for the car.Dealers that two won't now even accept car shield

  

  Business Response

  Date: 08/13/2025

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  The claim at issue related to your complaint was reviewed by an 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 claim was started for wheel bearing/hub replacement and  service records were requested because there was very low elapsed mileage since inception. Notes in the claim show you took exception to the request but provided the requested document.

  Your claim was authorized in less than 24 hours. Since your repair facility was called but not available, the adjuster sent an email advising of authorization information. The notes on your account state your chosen repair facility charged you directly for the repairs because "AAS didn't pay the repair facility fast enough." Your repair facility never sent in a final invoice to ******************** so there was no payment released. 

  ******************** sent you a reimbursement check for your deductible which has been cashed and your contract is now cancelled. CarShield considers this matter closed. 

   Customer Relations

• Initial Complaint

  Date:08/11/2025

  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.

  ****** failed on my **** Edge 2011. Have Car Shield diamond warranty ($100 deductible). Car Shield sent me to Mineke in ********, **. Visial diagnostic determined master cylinder leaking and needed replaced. They called CS; Claim #*******. ** sent part that was defective. Told CS would not cover the visual diagnosis ($41.25). ****** also told CS fluid would need flushed whenever replacement cylinder received and installed. CS would not cover that ($98). During time waiting for CS to send 2nd cylinder, Mineke saw the brake booster had corrosion and notified CS. ** will not pay for this part replacement stating "corrosion not eligible for replacing part" ($650+-). I have been without my vehicle for 2nd week waiting for CS to send 2nd brake cylinder. ****** has been honest with me about repairs needed for my safety, but CS has blocked every effort. This is my 1st claim with CS although I pay my monthly premium amount on time. I ask that CS cover the diagnostic fee; the fuel flush with master cylinder install, and the brake booster ($650). ** also falsely advertises one can take their car to dealer or mechanic of their choice..this is false. I took car initially to **** dealer 5 mins from my home. They would NOT deal with Car Shield stating CS would not pay on time nor cover needed parts for repairs. Thus, I had to take my car 45 miles to get repairs from CS's designated shop. Thank you.

  

  Business Response

  Date: 08/14/2025

  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 vehicle was brought in for brake concerns and the repair facility identified the failure to be with the brake master cylinder. Your claim was authorized with supplied parts and within days the supplied master cylinder had failed. A parts resolution was set up and as of this moment the new part has arrived to be installed at the repair facility. The concern with the brake flush that was not covered is due to this being a maintenance item, which maintenance items are non coverable and there is no specified reason in the service manual for the master cylinder replacement for that to be done at the same time.

  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 Answer

  Date: 08/15/2025

  Complaint: 23731074
  
  I have reviewed the business' response and am rejecting it because:
  Did not address the issue of false advertising, i.e., "can take to repair facility of your choice to have repairs covered".

  Now have been notified by ******* that the brake booster will not hold air compression due to corrosion  and that Car Shield WILL NOT cover this replacement. Why not????? If CS advertises that they cover repairs associated with brake components.

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

  Customer Answer

  Date: 08/15/2025

  Car shield has NOT addressed orher 2 issues: booster replacement and issue of advertising repairs can be done by dealer of choice.

  

  Business Response

  Date: 08/15/2025

   

  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.  In this case they have refused to do business with you. There is nothing CarShield or ******************** can do to force a repair facility or dealership to work with our coverage. 

  Coverage for the brake booster was denied as corrosion is excluded in your contract. Your repair facility reported that the master cylinder leaked long enough that the brake fluid caused corrosion.  The notes on your account state your ********************** facility has confirmed they have received the needed part and are working on the repairs.  

  Customer Relations

  Customer Answer

  Date: 08/18/2025

  Complaint: 23731074
  
  I have reviewed the business' response and am rejecting it because they are specifying "corrosion" as not covered, instead of focusing on the part (booster) defective and needing repaired. If they dont cover parts needing repaired because of being defective/broken, then they are not a warranty company, but a legal scam. I request the booster cost be reimbursed to me. 
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased car shield warranty approximately four years ago every time Ive ever used it its end up costing me more for a repair than if I wouldvejust took it to the repair station last Thursday. The alternator went out in my car. I took it to ******** and Surprise, ******* Not a dealer. They filed a claim with car shield car shield sent me a text at 4 oclock in the afternoon, I called car shield authorize the repair so where to be clear about it. The whole phone call is recorded. They would not and absolutely refuse to give me the quote inwriting. They said youll get it in your final receipt as of today Monday the 11th my car is still in the shop. The part hasnot been shipped. Ive been lied to by car shield treated like dirt bike car shield. I truly believe this is a financial claim in financial fraud. Should to the **** which this complaint will also continue onto them. Theyll take your money, but theyll basically lie to you about everything in your claim. I know Ill get nothing from you over this complaint, but my goal is to do everything in my power to stop them from doing business in the state of *******. I will make it my mission.

  

  Business Response

  Date: 08/12/2025

   

  The CarShield legal department has reached out to Mr. ****** and have reached a resolution on this matter.

  Customer Relations

• Initial Complaint

  Date:08/09/2025

  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 the Fourth of July 2022 I had car shield for my 2017 ******* ELANTRA. I had a company called Car shell cover my vehicle. I took my vehicle only two ******* dealerships to be serviced. I knew something was wrong with the vehicle so I took it into the ******* service center in *********, ************** before I went to ******* for Fourth of July weekend. They told me there was nothing wrong with my vehicle Once I arrived in ******* and decided to go shopping my engine locked and I was unable to drive the vehicle due to it being a holiday weekend. I was unable to get a tow until the following Monday to a ******* dealership in ************************************* was supposed to cover , any mechanical issues with the vehicle car shield was also supposed to cover a rental. None of those things were covered stuck in ******* for 11 days work. I had to come out of my pocket and cover a rental as they then refused to cover the needed repairs for my vehicle stating there were pre-existing damages, but I have no mechanical detail from any shop that I have taken it to stating that they were pre-existing engine damages , she refused to assist and I ended up having to purchase a whole new vehicle due to the issues I could not afford to pay $8000 out-of-pocket to replace my engine, which is what the dealership was charging. I tried to rectify this issue with car shield for well over a year with no resolution, which is why it took so long to make a complaint with a Better Business Bureau.

  

  Business Response

  Date: 08/12/2025

  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 correctly for only replacement of both the intake and exhaust timing actuators. Initially, your repair facility requested an engine and also reported metal contamination. The inspection showed metal contamination in the oil pan but there was had no definitive source for it. There was only one course piece of metal found that could not be attributed to bearing material or any other specific source. The engine assembly was denied and the repair facility was advised there would be a credit of $1,445.09 to be used toward the proper repair. Also, it was found that the vehicle arrived with only 4 bolts holding on the oil pan but there are no service records submitted that show why/who/when the pan was dropped.

   Approximately 4 hours of labor was authorized and your contract would only allow for one day of rental to be reimbursed at a maximum of $40.00. Contract maximum is $280.00. There was an invoice from Enterprise showing you did have a rental during the time the claim was being adjudicated. 

  As a resolution, CarShield will refund your last 12 payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  Date:08/08/2025

  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.

  In May I had transmission put into my Vehicle . It was done thru the car shield warranty . About three weeks ago the Transmission that Car shield made me have installed leak on my driveway. I contacted the shop that installed it . The contacted Car shield . Car refused to take responsibility, also refused to get me a rental car. Because i have work and need a vehicle I Paid for the repair out of Pocket. I have since requested a refund for the repair . Car shield Has refuse to refund me. Also When the transmission was repaired the first time I paid out of Pocket for the tow. I turned in the receipt in may I have yet to be refunded for the tow

  

  Business Response

  Date: 08/11/2025

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  CarShield reached out to your contract administrator, ******************** and have been informed the reimbursement check has been requested on this matter. American Auto Shield can be reached at ************ for any additional questions. 

  Customer Relations

  Customer Answer

  Date: 08/12/2025

  Complaint: 23721953
  
  I have reviewed the business' response and am rejecting it because:
  Tried to contact car shield after receiving this notice and like other responses they could talk to me about the claim bc it was being handled by legal . That has been response each time I have called. And they wont transfer or give me a number to legal . Not getting any response from the company 
  
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 08/13/2025

   

  Inquiries to the legal team can be emailed to ******************************** There is no direct phone number. 

  Customer Relations

  Customer Answer

  Date: 08/15/2025

  Complaint: 23721953
  
  I have reviewed the business' response and am rejecting it because:
  
  No response or refund from Car shield for repairs I have sent several emails to that email address and I do not get a responds . I just want a refund for the repairs I paid for .
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:08/08/2025

  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 the Diamond package for repairs etc. The air conditioner in my car was not working and they told me what shop to take it too. I explained what was going on with my car. The shop sent the diagnosis to Carshield and an appointment was set for their independent adjuster to come out. The adjuster found that their was a problem and confirmed the same problem as the shop. They gave permission for the car to be repaired. I was told that the transmission to be removed for fix the repairs. Although the shop is repairing the air conditioning and transmission. The transmission has not being removed and Carshield is wanting me to pay for the "cosmetic " repair.

  

  Business Response

  Date: 08/11/2025

  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 claim was authorized for covered concerns for transmission and blower motor.  A transmission filter is not covered under your contract terms and your repair facility has ***** **** *** and non verified labor/fees/taxes that would not be covered under the contract and non authorized amounts would be your responsibility.

  ******************** has authorized $3562.30 towards your repairs. As a resolution, CarShield will issue a one time payment to you in the amount of $3562.30 with a voided authorization and signature on a Settlement Agreement. If you wish to accept this offer, please email ******************************* and we will draft the Agreement for your electronic signature.

  Customer Relations