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:11/20/2025

  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.

  I am filing this review to document a serious issue with CarShields handling of my claim under the Gold Coverage plan.After my vehicle displayed a Check Engine light, I contacted CarShield before visiting the dealer. I was instructed to proceed with diagnosis and assured that CarShield would handle the claim once the dealer called.The dealership diagnosed the issue as Fuel Injectors and Fuel Induction. CarShield then informed the dealerafter nearly an hour on the phonethat these repairs were not covered. However, the written policy contains no exclusions for these components.When I called CarShield to dispute this, I was transferred to an adjuster who told me the denial was a mistake and that the repairs WERE covered. He refused to issue a claim number or contact the dealer directly. He identified himself only as **** *.When the dealer called CarShield again, the claim was denied a second time.Upon calling again, I spoke with a representative named Mondra, who provided extremely poor service. She repeatedly claimed she did not understand my explanation, spoke in a dismissive manner, and ultimately informed me the claim was not covered. When I mentioned the previous adjuster who approved coverage, she stated that that name does not exist.This entire process involved misinformation, conflicting answers, refusal to provide documentation, and complete lack of professionalism. As a result, I cancelled my ********* dealer informed me that many of their customers cancel ********************** after the first claim due to similar issues.I am extremely dissatisfied with CarShields practices and am seeking accountability for misleading policyholders and providing contradictory ************** Dealer informed the repair will cost me $ 1400.

  

  Business Response

  Date: 11/24/2025

   

  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 your claim was correctly adjudicated. Your chosen repair facility called American Auto Shield stating there was a failed fuel injector but your contract has no fuel system coverage.

  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.  Please be sure to add your contract number for faster processing. 

  Customer Relations

  Customer Answer

  Date: 11/24/2025

  Full Name: ****** *******
  Phone: ************
  Contract Number: MFF5446719
  Provider: CarShield
  Contact Numbers: *****************-215-7765
  Coverage Plan: M2M *******************************start="289" data-end="292">Vehicle VIN #: *****************
  Vehicle Type: 2014 Jeep Cherokee, V6
  Contract Start Date: 07/24/2025
  Issue Reported: Check Engine light reported on 11/15/2024 to both CarShield and the Jeep dealer.
  Diagnosis: Fuel injector and fuel induction system need replacement.
  Repair Details: Repairs were completed and paid out-of-pocket by ****** ******* using a credit card.
  Payment Date: 11/22/2025
  Dealership: Gainesville Chrysler Dodge Jeep RAM
  Address: ******************************************
  Phone: ************
  Invoice Information:
  Invoice Number: 463396
  Amount Paid: $1,374.42

  Jeep **************** supervisor: ****** ****** (*******************************************************) 

• Initial Complaint

  Date:11/20/2025

  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.

  My Dad, ****** ****** is 81 years old and has CarShield coverage on his vehicle. On November 14, 2025, he was driving and lost the power steering on his truck. The vehicle was taken to a repair shop, was there for 3 days, repaired, and paid in full by my dad. I then submitted a claim to CarShield which was denied because it was not called in to them ahead of time. This statement is ridiculous as no one told him he was going to lose the power steering that day. The cost of the repair was $4,351.98. (which he paid). Every month they take his payment out of his bank account for years, & has never been paid on a claim. This is preying on the elderly. My dad is lucky no one was hurt of killed. CarShield needs to take care of the claim

  

  Business Response

  Date: 11/24/2025

  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 your claim was correctly adjudicated.  Your claim is denied for more than one reason. All but one failure called in are not listed for coverage under your contract terms.  Steering Rack, rear axle seals, and alignment are not listed.  Rear wheel bearing would have had potential coverage but we would of needed of seen bearing and failure as it could have been damaged by run low due to axle seal leaking. Bearing repair based on repair facility's final invoice would not have been over deductible by much if at all.

  The repair invoice submitted is dated 11/14/2025. Your claim was opened that day and next day your repair facility did attempt to call in that day for claim but looking at time stamps in CMS and on receipt this you had already paid for repairs.  Your contract clearly states at the bottom of each page starting on page 1 " NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION. CALL ************ or ************"  However, as a courtesy and in consideration of the time you have been a CarShield customer, please send the paid invoice to ******************************* to be reviewed for some potential reimbursement. 

  Customer Relations

   

  Customer Answer

  Date: 11/24/2025

  Complaint: 24173098
  
  I have reviewed the business' response and am rejecting it because:  Based on their recommendation I have sent a email to ******************************* with a copy of the paid receipt to see if they will reimburse me.
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/25/2025

   

  The Settlement Agreement will be emailed to you today for your electronic signature. 

  Customer Relations

  Customer Answer

  Date: 11/26/2025

  Good afternoon, I spoke with CarShield yesterday 11/25/25 and the agent told me that she would be sending a docu-sign today.  I want to say thank you for all that you have done in helping me resolve this issue. Have a Happy Thanksgiving.

  *** ****** Daughter

  *****

  Customer Answer

  Date: 11/26/2025

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

• Initial Complaint

  Date:11/20/2025

  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 am submitting this complaint for my wife. She is 83 years old, doesn't have a car, never had a drivers license. I should add that she could be considered a "vulnerable adult". She continually receives mail solicitations (at least one a week) from Car Shield with bold print notices like "RESPONSE TO THIS NOTICE REQUESTED", "IMMEDIATE RESPONSE REQUESTED", etc. etc. When she gets these letters, she gets all worried and concerned that its an "official letter" and that she failed to respond to something. I've explained to her multiple times to just ignore the letters, but every time we get one, we go through the same thing. I called Car Shield and asked them to remove her name from their mailing list. I believe the solicitations have actually increased since then. I just want the letters to stop.

  

  Business Response

  Date: 11/20/2025

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

  Customer Answer

  Date: 12/11/2025

  Thank you for your assistance in resolving this complaint.  I am satisfied with the business's response that they have put my name on their "do not contact list". 

• Initial Complaint

  Date:11/19/2025

  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.

  In 2020, I purchased an extended warranty for my 2001 GMC Yukon Denali XL from Car Shield. For the past 2 years I have been communicating with Car Shield representatives about sending me a written copy of the warranty coverage and exclusions. Nothing received. Today I learned from calling Car Shield but somehow rerouted to Nationwide (?) but I was led to believe that I was talking to Car Shield. The representative told me she was sorry for my troubles and she would note that I am entitled to free oil changes but that I would need to speak to the warranty division representative. After some confusion on their part, I learned that I was speaking to a representative of Nationwide (?) transferring me to the Warranty Divisions representative. I asked several times, representative of which company???? Finally, ***************. She gave the pitch that if we paid *************** $163 per month for 18 months then we would receive an additional ******* miles of extended auto warranty coverage. For the premium ******************** would pursue Car Shield to repay directly to us the Car Shield premiums dating back to July 31, 2024 at 80%, but only if we began paying Omega for their premium amounts. The representative said that it would take at least 6 weeks to retrieve the 80% refund from Car Shield. If we wanted later on to cancel the ************** extended warranty we would need to cancel in the first 30 days. The ************** representative said she could not provide any written copies of the extended warranty coverage until after we were bound by their receipt of the first month premium payment.

  

  Business Response

  Date: 11/24/2025

  A member of our legal team has been in contact with this contact holder and we have come to an agreement regarding this complaint. CarShield considers this matter closed. - Customer Relations

• Initial Complaint

  Date:11/19/2025

  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.

  Please See Attachment
  Click here to Get the File - use the Password: 29B7E2B7
  ************************************************************************

  

  Business Response

  Date: 11/21/2025

  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 repair facility called in to start the claim on 5/16/25. Diagnostics showed there was a failure of the Electric Control Module for the engine. As the contract does not provide coverage for modules of any kind, this claim was correctly denied.

  As a resolution, CarShield will refund 24 monthly payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. -Customer Relations

• Initial Complaint

  Date:11/19/2025

  Type:Product 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 have contacted Carshield multiple times through the chat. Carshield refuses to help me, and quickly closes the chat feature after telling me to call.Their website does not work for payments. It keeps saying I need to add credit card. I have done this a minimum of 30 times, each time a green box appears saying "Credit card successfully added". I then try and make the payment and it won't allow me because a card has not been saved.I have tried multiple cards. I have tried logging in and out. I have tried multiple browsers.I have tried the mobile app, but the mobile app won't even show me my other vehicles outside of the first one. I added a second one in July, but that doesn't show up. I tried uninstaling the app and reinstalling it.I WILL NOT CALL!!!!! I have my reasons for not wanting to call.I have been trying to make this payment, but their website won't allow me to make it. They refuse to acknowledge a ******** the same time, this company is harassing me with 1 call every 45 minutes demanding payment and that I call them back to make payment.************ is refusing to assist me to do payment, ************ is refusing to provide assistance through chat despite it being an option. ************ is refusing to provide a working website to make payment, this company is harassing me through the phone. Being on the phone hurts my ears, so I do not talk on the phone more than I have to. This is not something that should be "required" just to do a stupid payment.

  

  Business Response

  Date: 11/24/2025

   

  Since the issue can not be solved through online chats, a member for the CarShield customer service team is going to have to call you. 

  If you would prefer a full refund, please email ******************************* and we will process the refund. 

  Customer Relations

  Customer Answer

  Date: 11/26/2025

  Complaint: 24167068
  
  I have reviewed the business' response and am rejecting it because: How about fixing the website then? Instead of making excuses. It hasn't worked in 3 months. I'm sick of this issue coming up.

  You people clearly have no regard for disabilities. Hearing on the phone is a issue for me, which is why I do things through e-mail and chat. You clearly don't care, you just want my money and that's it.
  
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/02/2025

   

  If you would prefer a full refund, please email ******************************* and we will process the refund. 

  Customer Relations

• Initial Complaint

  Date:11/18/2025

  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.

  Letter to Carshield and ******************** Thank you for your response dated November 6, 2025, regarding my denied transmission claim and subsequent refund offer. After reviewing your letter, I must respectfully dispute both your findings and your proposed resolution. First, your own investigation confirms that during the sales call on May 5, 2023, I was asked whether the vehicle had any modifications or lift kits, and I truthfully answered "No." That was an accurate statement. At that time, my 2017 **** F-150 had no modifications whatsoever. The 2-inch leveling lift that exists today was installed nearly a year later, after a cracked rim was discovered and all four wheels were professionally replaced by Belle Tire to maintain factory tire size and alignment. The lift was only suggested to prevent slight rubbing during turns and to restore safe operation.(see attachments)

  

  Business Response

  Date: 11/24/2025

   

  CarShield and American Auto Shield stand by the adjudication of your claim. 

  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:11/18/2025

  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.

  On 8/22/25. I bought warranties MRF5471205 from carshield. When I found out I had bought a warranty on a vehicle I didnt need a warranty for on my 2021 ****** since I realized I already had a warranty, I requested it to be cancelled. Carshield refused to cancel it and instead said they would stop payments. I said no I want a cancellation letter. I already have a warranty on this vehicle you have made a mess by selling me a warranty I didnt need. I only needed it on two other vehicles (2012 ***** and 2019 ***** and I want a written cancellation. They refused to cancel it or mail me anything I requested an email cancellation. They refused saying they dont do that. Since then I have called 3 times each they agree to email me a cancellation effective 10/15/25, the date I called and as recent as 11/17/25 and they said yes we will send you a cancellation notice via email but it NEVER shows up in my email which means they lie each time just to get me off the phone. Due to this failure of not sending cancel notice my other carrier refuses to pay a warranty claim in the amount of *******.

  

  Business Response

  Date: 11/18/2025

  This matter has been handled between the contract holder and our legal department. The cancellation letter requested has been sent as of this morning. CarShield considers this a closed matter. - Customer Relations

  Customer Answer

  Date: 12/03/2025

  Carshield did answer us and got us the paperwork we needed.   While I do not like their sales team, I was pleased with their quality control follow-up and legal *****   It paid for me to answer a survey and that is how carshield followed up.   Thank you. 

• Initial Complaint

  Date:11/17/2025

  Type:Customer Service 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.

  Hi I have never done business with this company, but they keep sending me these letters in the mail and harassing me. Im not interested in. Im demanding:1. Complete cessation of contact either by mail or phone as of November 17th, 2025 2. A thorough breakdown and explanation of their method in obtaining my personal information and address. Thankyou Please refer to attachments for more information

  

  Business Response

  Date: 11/18/2025

  Thank you for bringing this matter to our attention.

  CarShield is the biggest provider of vehicle service contracts in the ** and many folks mistake us for nefarious callers, because we are the ones showing up in the mail box etc. CarShield never cold calls potential clients to sell vehicle service plans. CarShield only contacts people who have called us directly or made an internet inquiry, thereby submitting their contact information.

  We have now placed you on our do not contact list. Please allow 10 business days for all communication to cease. - Customer Relations

• Initial Complaint

  Date:11/17/2025

  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.

  So this started over 6 months ago my car engine is using an abnormal amount of oil so i have to take it in every few weeks to get topped off. I have a extended warranty with carshield they told my mechanic (Owner of Midas) to break down the top of the engine. He did that and there reply was to have me drive the car for ***** miles and record the oil consumption which he did. From there they wanted to send a 3rd party adjustor he came out was rude to the owner of the shop sat in my car for 10 mins asked the owner for oil consumption report he went to get it and the adjuster just left. Owner and i both called carshield and complained supposedly they case my case to another person. Than after 2 weeks they call my mechanic and tell him to put a scope and take pics where the spark plugs are i helped my mechanic and sent the pics for him. They had the pics for almost 2 weeks i called multiple times got the run around then they said they couldn't tell and told my mechanic to do the same test with no light which clearly they won't be able to see anything. I have taken numerous days off of work my car has sat at the shop for all these tests and with them taking so long the issue caused my catalytic converter to go out twice. I now have to have that replaced again and the car was smelling like something was burning so before the car completely broke down i paid to have it fixed. The gaskets/seals etc were replaced last week total was $950 which per my contract this should have been covered they seemed to try to find everything way possible to drag this out. I am also going to have to have the converter replaced which i know isn't covered but if they had been on top of this instead of giving me the run around this might not need to be replaced now. My mechanic **** D'****** said he will provide any additional info ************. I will attach receipt tomorrow.

  Customer Answer

  Date: 11/18/2025

  Please see attached receipt for repairs i paid for I couldn't wait any longer for carshield to response i need a car to go to work so i had it fixed before it completely broke down. 

  

  Business Response

  Date: 11/24/2025

   

  In review of the notes on your account, your claim stalled out after multiple attempts to have the repair facility send in diagnostic information and most recently photos. An inspection was set up to verify failures but no failures could be identified. Per the contract holders statement, the repairs have already been completed.  We have requested a copy of the final invoice from your repair facility but have not received anything to date from them. 

  Please email the paid invoice to ******************************* for review. 

  Customer Relations

  Customer Answer

  Date: 12/04/2025

  Carshield and i am have come to a settlement they will be reimbursing me my premiums and canceling my contract. I have received a e-mail from them yesterday showing my contract is canceled. Please mark this complaint as resolved thank you very much for your help. Please let me know if you need anything else.

  Thanks.

  ******** *******