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:10/22/2025

  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.

  Call carshield on the 15th of October to see what my warrantycovered. I was then informed that my warranty had been canceled 2 days prior to they were told I updated all that information about month back gave him new email and banking infor address and telephone number, I reached out to them again and again and they're saying they tried to call me, they tried to Email me but if those are old, I'm not getting them. And I ask, why didn't you just send a letter to the oled dress, if you all didn't have new information, they would ********** to my address to my new address because I changed everything, they said, well, they don't know why I didn't do that that, they checked the phone logs that I didn't call in to change my information payment history or email a phone number and I did, and I feel I'm being taken advantage of because I'm a senior handicap senior on a disability and I made sure I pay car sale every month a $119 per month ever since the 23rd of December last year, that's almost close to $3000. I've given car seal and never filed a claim. The only thing I wanted was the paper A bill and continue with my same warranty claim. But they're telling me. I didn't give him the information and I know that I did. I/n Changed my billing with them from my/n Credit card./n Open sky to my direct bank account. ********** account. I changed my email from ******* ********, ***** ****** at ******************************** I changed my phone number from ********** to ********** At all of this information was given to car shiand with all the o. Ld information and the new information that I put in. If you didn't reach me by phone or you didn't reach me by email. All you had to do is send a letter out in the mail and that mail was going to be forwarded to this address ************************ is the new

  

  Business Response

  Date: 10/22/2025

  Thank you for bringing this matter to our attention. We are in the process of getting your contract reinstated. A customer service representative will be in contact with you once this has been done. Thank you for your patience, we appreciate having you as a part of CarShield. - Customer Relation

  Customer Answer

  Date: 10/24/2025

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

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called and email many times to get them to stop sending me mail about a car warranty I dont want

  

  Business Response

  Date: 10/21/2025

  Thank you for bringing this matter to our attention. We have added you to our do not contact list. Please allow 10 business days for communication to cease. - Customer Relations

  Customer Answer

  Date: 10/22/2025

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

• Initial Complaint

  Date:10/20/2025

  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 been asking this company to stop sending me mailings via phone calls for over a year. I have wrote them letters to stop, they keep saying they will and they don't. I have told them I do not have that car anymore and they still send these mailings. I want it to stop. I can't complain to the *** because that office is closed due to funding.

  

  Business Response

  Date: 10/20/2025

  Thank you for bringing this matter to our attention and providing the mailer. We have added your address to our do not contact list, as well as blocking your phone number from our internal system. Please allow 10 business days for mailers to cease. We are sorry to lose you as a CarShield customer. - Customer Relations 

  Customer Answer

  Date: 10/21/2025

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

• Initial Complaint

  Date:10/15/2025

  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.

  This company sends a lot of spam to my email address and I cannot unsubscribe, I never signed up for any services related to this company. It seems like a fraudulent company and hope the BBB can do something about their connection to them taking peoples information and possible scams.

  

  Business Response

  Date: 10/16/2025

  We have added your email address to our do not contact list. Please allow 10 days for the data system to reset. - Customer Relations

  Customer Answer

  Date: 10/16/2025

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

• Initial Complaint

  Date:10/15/2025

  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.

  Re Claim# ******* I have been getting the runaround from them about my truck repaired. In June my truck broke down and I talked to them on July 9, July 19, July 21, July 28, Aug 4, Aug 25, Aug 26, Sept 24, Sept 25, Sept 26, Sept 27 and Oct. 4 about this and only got the runaround. Everybody has a different answers and they are not all on the same page. I asked if they could at least call me back and give me an answer. They said they could only talk to my mechanic and not to me. I need my truck. If they say they can fix something or have it fixed, why can&#**;t they do something. This is messing with my household. I want my truck repaired or a refund. I need my truck.

  

  Business Response

  Date: 10/16/2025

  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 the only estimate sent in is a parts list from an ******** store with a generic handwritten estimate with no business or vehicle information shown. **** cause of failure reported by the repair facility was a knocking noise that is reported o be a lifter concern. The video sent in only shows a loose rocker arm/pushrod and there is no noise verified. The photos submitted show no vin plate photo to identify the vehicle, only a mileage photo and photos of the outside of the vehicle.

  Based on photos of the outside of the facility and ****** search it is unclear if this is a licensed facility as this is the only claim this repair has. Your claim was called in on 7/21/2025 and is still pending a complete estimate and diagnosis as there have been significant delays caused by the repair facility not providing this information. On 9/11/2025, you advised AAS the current repair facility would not be working on the vehicle and you were given a list of repair facilities to contact to move the vehicle to. The last note on 10/4/2025  states your vehicle had not been moved and there were no updates to provide.  You need to move the vehicle to a licensed facility who will accept the contract and can provide the estimate and complete diagnosis needed in order to make a decision.

  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

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a problem car-(20170) and moto moods and then the A/C unit needed to be fix. I took it to the dealership on 10-13-25-(******************************) -Telephone#************.. Car shield is refusing the pay the amount due to the mechanic shop to fix and cover repair by according to their warranty. I would like a full refund for my policy and the amount of $841.71 for the coolant for the repairs

  

  Business Response

  Date: 10/16/2025

  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 authorization of $386.84 for the engine mounts was correct.  Your out of pockets costs are for the engine mounts and extra labor of .8 hours that was charged by your repair facility and beyond the verifiable labor time. The contract is very clear that coolant hoses, pipes, heater hoses and transmission warmer tubes are not listed for coverage under your contract terms. 

  
  CarShield has no contractual obligation to refund any payments after the first ****************************************************************** an effort to resolve this matter, CarShield will issue a one time payment in the amount of $1200.00 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: 10/17/2025

  I like to say I am very disappointed with Car Shield for not being clear about coverage when the Agent called and offered the policy they told me  Mrs ******* you don't have to worry

  You will be covered and we have rental car as well if you ever need it while you leave your car at the shop while being repair you Dont have to worry everything will be smooth during the process but when I need a rental car for my car repair they did not help me they denied service I call claim service a representative name ***** very rude at the end of the call I did have to tell her she Did not have to be rude is my right to ask questions why the repair of my cooling leak is not cover that is why a pay monthly to carshield  I Dont know much about cars  My job as a mom is to take my car to get fix and have a safe car for my kiddos my car is been sense Monday 13 at the shop for repair I just received and Email from the parts ******* just received the part for the motor mount that will be cover but carshield want it to charge me $400 but I spoke with ******* and they will give me a discount sense carshield is giving such a hard time to cover for my vehicle roughly I will pay around $238 for motor mount parts that include $100 deducted for carshield  but since they Dont want to cover the cooling leak I have to pay out of pocket $1,471 for the cooling leak fix I send y'all a picture that is very important to fix that is what the keep the engine cool imagine if I Dont fix it my car will heat up leaving me everywere

  I did have to rental a car on Wednesday 15 2025 $600 total that include 300 refund fee they told me send my reservation copy for carahield to refund and I will but to be honest is hard to trust them if I am having such stressful experience with them and because I did not had the money to rental on Monday or Tuesday I could not take my son to school rehearsal for honor students or I could not take my other son to his counselor session at ***** because I was out of a car a lot of inconveniences definitely not good experience with carhield unfortunately 

  As a mother of 3 I need something what covered extended something they are support for rental not something they tell you oh you have pay out pocket and later down the road we pay later my main concern here as customers we like to feel safe when paying for a warranty policy having carahield make feel stress and not safe I have never hear about carshield use aftermarket parts that sounds weird what tell me if those parts for my vehicle are safe and new!!???? I need to feel safe I am Driving my kiddos in my car is very important!

  Why Carshield Dont see that!!!

  ******* told me they don't do that they don't use those parts like that. ******* is are professional they are responsible for their repair 100% they are not going to install a part where they don't feel safe about it. 

  Please carshield be more specific and what y'all guys covered at the moment y'all sell y'all warrantys because in moments like this when I need it is not much help especially when rental car need is hard not to have a car in not knowing when repair is going to be done pay here paying there that Dont help having a warranty having this experience make me feel I should just have a bank account just for safe 100 dollars per month and save it there for repair I wish I can said I had good experience but this supposed to be a week off from my job and have great time but unfortunately it was stressful and leaving me with debt because I have do the cooling leak repair in that is a lot a money for me right now 

  I want to be the voice of many other people who have not spoke about or stay in silence if y'all sell a warranty be transparent from the beginning explain more and more over the phone so problems like this won't happens or if y'all carshield stop doing a service please let customers know

  y'all record y'all calls please y'all can hear when the lady representative said oh we stop doing reservations days ago what about me none one told me and I pay to have covered 

  My honest opinion 

  Thank you 

  Sincerely, ***** Fuentes 

  Customer Answer

  Date: 10/17/2025

  I like to say I am very disappointed with Car Shield for not being clear about coverage when the Agent called and offered the policy they told me  Mrs ******* you don't have to worry

  You will be covered and we have rental car as well if you ever need it while you leave your car at the shop while being repair you Dont have to worry everything will be smooth during the process but when I need a rental car for my car repair they did not help me they denied service I call claim service a representative name ***** very rude at the end of the call I did have to tell her she Did not have to be rude is my right to ask questions why the repair of my cooling leak is not cover that is why a pay monthly to carshield  I Dont know much about cars  My job as a mom is to take my car to get fix and have a safe car for my kiddos my car is been sense Monday 13 at the shop for repair I just received and Email from the parts ******* just received the part for the motor mount that will be cover but carshield want it to charge me $400 but I spoke with ******* and they will give me a discount sense carshield is giving such a hard time to cover for my vehicle roughly I will pay around $238 for motor mount parts that include $100 deducted for carshield  but since they Dont want to cover the cooling leak I have to pay out of pocket $1,471 for the cooling leak fix I send y'all a picture that is very important to fix that is what the keep the engine cool imagine if I Dont fix it my car will heat up leaving me everywere

  I did have to rental a car on Wednesday 15 2025 $600 total that include 300 refund fee they told me send my reservation copy for carahield to refund and I will but to be honest is hard to trust them if I am having such stressful experience with them and because I did not had the money to rental on Monday or Tuesday I could not take my son to school rehearsal for honor students or I could not take my other son to his counselor session at ***** because I was out of a car a lot of inconveniences definitely not good experience with carhield unfortunately 

  As a mother of 3 I need something what covered extended something they are support for rental not something they tell you oh you have pay out pocket and later down the road we pay later my main concern here as customers we like to feel safe when paying for a warranty policy having carahield make feel stress and not safe I have never hear about carshield use aftermarket parts that sounds weird what tell me if those parts for my vehicle are safe and new!!???? I need to feel safe I am Driving my kiddos in my car is very important!

  Why Carshield Dont see that!!!

  ******* told me they don't do that they don't use those parts like that. ******* is are professional they are responsible for their repair 100% they are not going to install a part where they don't feel safe about it. 

  Please carshield be more specific and what y'all guys covered at the moment y'all sell y'all warrantys because in moments like this when I need it is not much help especially when rental car need is hard not to have a car in not knowing when repair is going to be done pay here paying there that Dont help having a warranty having this experience make me feel I should just have a bank account just for safe 100 dollars per month and save it there for repair I wish I can said I had good experience but this supposed to be a week off from my job and have great time but unfortunately it was stressful and leaving me with debt because I have do the cooling leak repair in that is a lot a money for me right now 

  I want to be the voice of many other people who have not spoke about or stay in silence if y'all sell a warranty be transparent from the beginning explain more and more over the phone so problems like this won't happens or if y'all carshield stop doing a service please let customers know

  y'all record y'all calls please y'all can hear when the lady representative said oh we stop doing reservations days ago what about me none one told me and I pay to have covered 

  My honest opinion 

  Thank you 

  Sincerely, ***** Fuentes 

  Customer Answer

  Date: 10/17/2025

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

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction; 8 September 2025 Rental Reimbursement of $391.Vehicle: 2013 Dodge Ram 1. I have engine work done to my 2013 Dodge Ram for which i have a contract with Car Shield that includes rental reimbursement. For what was authorized to be done to the engine, it took 3 weeks to repair, my understanding was that for the engine i was authorized a 14 day rental because of the engine repair. When i submitted my rental receipt they only reimbursed me for 7 days for $ 391. 00. because i was lead to believe doing this process by a couple of agents i was was authorized the 14 days. 2. I have asked on numerous occasions (***** an agent included) for all the paperwork to include inspection reports and pictures that was used to determine what they were authorizing to be fixed on my vehicle. ***** stated that they do not have that information, however, she stated that they used an independent inspector report which seems odd they it was said they do not have the information, but in the next sentence says they used a report. 3. This seems like deceptive practices to me when agents tell you one thing but when you submit the necessary paperwork it is a total different practice. I want this contract cancelled and the remaining ******. I also want all the paperwork that was used to determine the repair to my vehicle.

  

  Business Response

  Date: 10/17/2025

  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 for cam and lifter replacement with the engine denied.  There was no cause of failure presented other than top end engine noise/clatter that was shown on video. Since the claim was authorized for cam and lifter replacement as a credit toward the proper repairs/engine replacement the contract only has the obligation to reimburse 7 days of rental. If the engine was authorized for replacement the contract would have been obligated to reimburse 14 days, not the seven that was provided.

  Your contract has paid out approximately $4,792.91 in repair claims, as well as $190.89 for rental expenses on a prior claim. This demonstrates that you have already received substantial benefits from the contract relative to the premiums paid and underscores AASs commitment to honoring our obligations in good faith. The contract obligation has been met for any rental.  We have attached your contract that clearly states the rental terms on page D2 of D2. 

  Customer Relations

  Customer Answer

  Date: 10/21/2025

  Complaint: 24018159
  
  I have reviewed the business' response and am rejecting it because:

  they have not sent me the documentation I requested that they used to determine how to repair my truck. They mention documentation and video in their response but have not provided to me. This is the classic undermining the customer and not honoring what they advertise. I feel they should reimburse me the total amount for 14 days. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 10/22/2025

   

  In an effort to resolve this matter, CarShield will issue a rental reimbursement for $391.79 with a signed Settlement Agreement. The Agreement can be sent to you via email through DocuSign.  If you wish to accept this offer, please email *********************************************************.

  Customer Relations

• Initial Complaint

  Date:10/15/2025

  Type:Billing 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.

  So I started researching carshield, I seen that there was multiple lawsuits going on and began looking customer reviews after looking into the company I decided to no longer want the policy, I spoke to a representative she told me "hey i can extend it to 15th for you to think about it longer", " i said okay", getting closer to the the 15th of October I still didnt want the policy.Leading up to the 15th of October i got 3 calls all from carshield calling from other numbers not normally called from, the first two sales people said "they were from carshield and wanted to know if i still wanted the policy", I said "no" and they hang up right away when i said, "no". However, "when i said no the third time", the agent said "she would note it on the account that i no longer wanted the policy". Woke up this morning I had a transaction going through my account so I was checking my account, I see ********************** charge my account I waited for the customer service to open up before I called my bank and let them know I never authorized it. I spoke to the representative she claimed that I was on automatic pay ( lies on month bias) at that I authorized it to be taken out on the 15th I never said that we had a conversation that on October 15th 2025 was an extension to think whether or not if I wanted the policy I told her nobody authorized it that's fraud",how are you able to charge my account. She said that the extension was a form of authorization I said no that's not I literally told you I was going to cancel you guys and then I spoke three other agents she claims that those three people had nothing to do with them and they have no ideas of the number that called I was like it's easy to use a different number other than one that you guys are associated with, "it could be an agent using another number to call and when people think that the account is canceled" and they get charged then you guys act confused.This company is predatory do not use them they lie!

  

  Business Response

  Date: 10/15/2025

  Thank you for bringing this matter to our attention. We can confirm that you account has been cancelled and no further payments will be taken from your account. We have also requested 2 monthly payments be refunded to your card. Please allow 5-7 business days for processing. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:10/14/2025

  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 hired a American Auto shield (CARSHIELD) for cover damages in my vehicle ***** Tribute 2006 contract # FLF ******* , date transaction was 2023 amount paid $ *****, any repairs that cover for the Company, them paid at the facility store mechanical, my vehicle stayed in the Lpez Auto repair LLC since Friday October 3 ***** and them refused to pay the reparations. I requested to reimburse to me $ 1000

  

  Business Response

  Date: 10/16/2025

  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. Your vehicle brought to your repair facility for multiple repairs on window regulators and door latches. An inspection was set up and was found that a Lyft sticker was on the windshield glass. Your claim was denied for commercial use without surcharge.

  Further review shows this is the fifth claim with only the first claim having an inspection, which does have the Lyft sticker as well. Carfax shows that this is a one owner vehicle. *** has requested records showing the vehicle has never been used for Lyft. Once those records have been received claim can proceed per terms of the contract. 

  If you wish to cancel your contract, CarShield will refund your payments in full MINUS CLAIMS PAID 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: 10/19/2025

  Good morning BBB !  since friday oct 03  l left my car at the Lpez Auto Repair shop and CARSHIELD took 3 days to issue the claim number ******** then on tuesday oct 07 they started the repair of my car in writing* then they set a schedule for a CARSHIELD inspector to go to the shop to verify the damage to my car* then on friday oct ******************************************************************************************** to review the possible repairs to be made. When l didn't receive the call from the adjuster* on oct 11 l called CARSHIELD and I bet from ***** answered* she put me on hold for 10 minutes and the call was disconnected* l called again and Gnesis Castaon from Texas answered telling me that they had cancelled my policy and that they would not make any repairs to my car because according to the CARSHIELD inspector  he saw a Lyft sticker on my car and deduced  that l work for Lyft  and that my car is a commercial one. ******* told me that a Spv was going to call me* she did so after 2 days* that is oct 3  the Spv **** from ******** called me firmly stating that l work for **** and that my car is commercial. After several communications with Lyft * l finally received an email indicating that I didn't have a driver  or rider  account with Lyft * immediately l forwarded that Lyft email to CARSHIELD  : ******************************* then carshield said they responded within a few hours or 48 hours* when they didn't respond* on friday oct 17  l called  carshield again transmitted to me in Spanish m* waiting 15 minutes and the call was disconnected* l called again  at ***** am. and ****** ********* answered putting me on hold 15 minutes* repeating that the policy was cancelled and that they were not going to repair my car* l repeated to her to leave the message with Spv  **** so that she could call me back and so far l have not received any call.  My car has been in the workshop for more than 17 days* l have been receiving slander from Inspector and SPv **** * who work for carshield * l request that you through your intermediary  repair the doors & window to my car and generously acknowledge the expenses l have had to travel to work. Thanks you for your attention.

  

  Business Response

  Date: 10/21/2025

   

  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. 

  The adjudication of your claim will not change. If you wish to accept the full refund minus claims paid, please email ******************************* and we will draft the Agreement for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 10/27/2025

  I understand that your intervention would be peaceful, but please forward my previous text to Carshield, don't keep it to yourself.  A.-  LF l accept a full refund, how much would it be ?   B.-  what does less claimed paid mean ?   C.- Carshield arranged for the diagnosis to be made to the auto repair shop,  has the auto repair shop already received payment ?   D.-  my car has been in the auto repair shop for 24 days   E.-  Carshield ask me for proof that l have never worked for Lyft, l already gave it to them.   F.-   Carshield ask me for proof that my 2006 ***** Tribute has never worked for Lyft, I'm taking steps to obtain this.  Thanks !

  Customer Answer

  Date: 10/27/2025

  rectifying  :   A.-  lf l accept 

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The merchant is claiming I have to meet 1000 miles and a 3 month waiting period and that my 3 month waiting period isnt until November 7th when it shows differently on my contract and I even called to confirm that I have met my waiting period prior to filing the claim since I made my 3rd payment on October 7th which marks the criteria listed in the contract. They are scamming people out of money for a warranty I would never be able to use according to the criteria they are telling me I have to meet even though I have already met the criteria according to my physical contract with them

  

  Business Response

  Date: 10/16/2025

  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. You advised CarShield on 10/9/25 there was a transmission concern with your vehicle and were advised to have your chosen repair facility call in with diagnosis. On 10/14/2025 you were advised of the waiting period.  The waiting period is also explained during the initial sales call and is clearly stated on page D2 of D3 of your attached contract.

  Per review of Carfax report there was a transmission concern that was checked out on 6/4/2024 at mileage ******* so this is likely an long term pre-existing concern. Per the terms of the contract there is a 30 day,1000 mile or 90 day, 200 mile waiting period requirement. As the concern was first reported on 10/9/2025 with mileage listed as ******* this would be 63 days and 336 miles into coverage this concern would fall into the contract waiting period and thus would not be eligible for coverage. This is now considered a preexisting condition for future claim consideration and would require proof you have paid for the repair with a minimum or 12 months and ******* miles elapsed before this concern would be eligible for coverage under the terms of the contract.

  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: 10/16/2025

  Complaint: 24014164
  
  I have reviewed the business' response and am rejecting it because:
  There was a recall that the dealership said they handled. Besides that I had no other issues with the transmission until the day it broke down. So to my knowledge there was no preexisting condition and when I called before filing the claim I was told that I had met the waiting period of the first initial payment and the two following payments. My car did not drive funny until the day I had to get it towed home because it stopped accelerating while I was driving. 
  
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 10/17/2025

   

  The claim adjudication will not change. 

  If you wish to accept the offer of a full refund, please email *********************************************************. 

  Customer Relations