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:11/17/2025

  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.

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

• Initial Complaint

  Date:11/17/2025

  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.

  About 7 mouths ago I purchase a H31**303835363538**38H for my car. I have a 2015 *** and began having problems three weeks-(the car stop on the highway). . I had to push the car to side of the road. I called carshield on Oct 10, 2025 and carshield sent a tow-truck out to pickup the car and have it tow-(Engine World Deptford). My car was in the shop for about a one week and half. The mechanic-(****) call me and advise that I need engine replacement and provide me a quote of $*********). I called carshield several times with no response. When carshield call me back they asked me service records on my car for the 18 months. We he told me that I didn&#**;t have receipts for 18 mths then they declined my claim. I am requesting for the H31**303835363538**38H company to fix the car or refund me the money. when have paid on this policy.

  

  Business Response

  Date: 11/18/2025

  CarShield  requested that the Administrator of your *************** Contract examine your claim based on the correspondence you have provided. The claim was reviewed by the Legal Claims Manager for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that your claim was adjudicated correctly in accordance with the terms and exclusions of the *************** Contract ("VSC").

  When the vehicle was towed to the repair facility, basic diagnostics were performed. It was found that the engine was 2 quarts over filled with oil. As proper engine maintenance is required in terms of the contract, service records were requested for review. The claim was correctly denied when these required records were not provided.

  CarShield has no contractual obligation to refund you past the thirty-day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of your payments for contract(s) MRF5405933   upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations
  

  
  

• 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.

   I am trying to get my refund back because of misrepresentation.  I was told uhat I had a 250.00 dollar deductibie when the agent signed me on and on the oth of November 2025, I was told the deduEtible was $ 500.00 dollars. I didnt get a package or information with this documentation as I stated, I was quoted a different price. I cancelled my membershio with carshleld and really, I feel they owe me more for the misrepresentatro
  

  

  Business Response

  Date: 11/17/2025

   

  CarShield contracts come with a 30 day review period giving our customers ample time to research and cancel with a full refund. 

  We also listened to the sales call. At 59:50 the representative said "your deductible will be $1000 for the first 3 months, after that its $250 unless it's an engine or transmission claim, then the deductible is $500.00." 

  Your contract was was mailed on 5/10/25. CarShield never received a call from you requesting a copy of your vehicle service contract. 

  As a resolution, CarShield will refund your last 3 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.  Please be sure to add your
  contract number for faster processing. 

  Customer Relatoins

  Customer Answer

  Date: 11/21/2025

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

• 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.

  Carshield is harassing me with phone calls and voicemails. They are abusing the system by calling repeatedly. I do want to be on the do not call list. Please abide by this and cease and desist contacting me immediately.

  

  Business Response

  Date: 11/17/2025

  Thank you for bringing this matter to our attention. You have been placed on our do not contact list. Please allow 10 business days for all communication to cease. We are sorry to lose you as a Carshield customer. - Customer Relations

  Customer Answer

  Date: 11/17/2025

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

• 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.

  I took my car Meineke on ***** and pickup the car 11-12-25. This dealership was unable to work on this car and Mr. ******* *** told me to take my car to dealership Gossott Dealership on ***************************. I then call car shield and they told me that Carshield Warranty is not honor with that dealership. I would like Carshield to either give me the money to fix my car at the dealership or refund all my money that I have paid them and cancel my policy.

  

  Business Response

  Date: 11/17/2025

  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 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 there was never a claim started on your behalf. There are several calls but there was never a claim started.  If you need assistance finding a repair facility near you that has accepted CarShield coverage in the past, please use the website: ***********************************************.

  Carshield and your administrator, American Auto Shield, are open to and willing to work with any repair facility that you select.  However, each repair facility is able to determine who they wish to do business with as well. There is nothing that CarShield or AAS can do to force any repair facility to work with you or your coverage. 

  Customer Relations

   

  
  
  

  Customer Answer

  Date: 12/09/2025

  As of 12/8/2025, the business has resolved my complaint, and covered the repairs to my car and I have picked it up from the shop.

• Initial Complaint

  Date:11/14/2025

  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.

  I Had a repair done to our car and was told that Car Shield would not cover the repairs. **** fixed it and i would like to be reimbursed They was taken $70 out of my account.

  

  Business Response

  Date: 11/17/2025

  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 coverage decision from 11/14/2024 is correct.  The catalytic converter and other exhaust components are not listed for coverage per terms of the contract.

  Per the complaint submitted this part was replaced under warranty from **** so there would have been no out of pocket costs associated with this repair as this part is covered by original equipment manufacturer's warranty for 10 yrs /100K miles which was not elapsed at time of reported concern. Your contract would have had no liability for this concern. 

  As a resolution,  CarShield will refund your last 18 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.  Please be sure to add your contract number for faster processing. 

  Customer Relations

  Customer Answer

  Date: 11/22/2025

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

• Initial Complaint

  Date:11/13/2025

  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.

  The date was July 21st, we were in ********* ********** packing the car to travel back to ****** *******. Our car broke down and we had it towed to Regal auto repair. We called ******************** (***) to submit a claim. We weren't certain how long we would be there, so we rented a hotel for another night. The shop did get the car running, so we paid the fee in full for repair and went home. When we got home we contacted *** to get the money back that we paid out of our own pocket for the repair. We have called AAS no less than 15 times, maybe 20 or more to see when we would be getting our check. Every time we called they ask for something, sometimes it was the same thing that we've sent them before. I requested to speak to a supervisor 2X different times, but I never got a call. A lot of the time they would say that they don't have the documents that they requested, try to send them again, but this time send them to this other e-mail address. One time I called and they said not to use that e-mail address because it's the wrong one. it has been deleted from use. We were told to use 4x different places to send in the documents. Twice I was directed to go to their website and submit the documents that way, and I did. Over and over and over we've called, they want something else a signature, a date, a mileage, another copy of something they said that they didn't received that we had sent. All request they've made we've fulfilled. We are claiming the expense for the one hotel night we payed for. I don't think that I have ever had this much problem getting money from someone that owes me. I really can't understand how they stay in business if they treat other customers the way we've been treated.

  

  Business Response

  Date: 11/21/2025

  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 has requested a reimbursement check be issued to you for the contract liability. 

  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: 11/21/2025

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

• Initial Complaint

  Date:11/13/2025

  Type:Sales and Advertising 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 get non stop calls from them even after I have asked them to stop calling me. It's relentless and I need it to stop!

  

  Business Response

  Date: 11/14/2025

  Thank you for bringing this matter to our attention. You have been placed on our do not contact list. Please allow 10 business days for all communication to cease. We are sorry to lose you as a CarShield customer. - Customer Relations

• Initial Complaint

  Date:11/13/2025

  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.

  My car had failure on the exhaust manifold and car shield will not cover the replacement. This items structure failed and would last for the lifetime of the car. It did not have corrosion. They should pay for the replacement or refund me all of my payments.

  

  Business Response

  Date: 11/14/2025

  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 items requested for repair or replacement are not listed for coverage by terms of the contract, and thereby would be the responsibility of the vehicle owner.

  CarShield has no contractual obligation to refund you past the thirty day, money-back-guarantee that is afforded to all CarShield customers. Nevertheless, in efforts to resolve this matter, CarShield is willing to provide a refund of 10 monthly payments for contract(s) MRF4938460 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* with your name and contract number in the subject line and we will draft the agreement for your electronic signature.  -Customer Relations 

   

  Customer Answer

  Date: 11/17/2025

  Complaint: 24144786
  
  I have reviewed the business' response and am rejecting it because:
  
  After researching the issue, I have determined that the repair encompasses drivetrain issues which is covered under the warranty.  I would not be satisfied unless I receive a complete refund of my payments or business fulfillment of their contractual obligations.

   

  internet search: AI: Exhaust Manifold bolts
  
  Jun 3, 2018  The overall consensus is the manifold bolts are covered under the factory powertrain warranty.  As such, since this warranty was purchased in lieu of a factory warranty from the manufacturer it to should cover the defects in manufacture of the bolts that failed.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/17/2025

   

  CarShield and American Auto Shield stand the claim adjudication. 

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

  Customer Relations

   

  Customer Answer

  Date: 11/18/2025

  Complaint: 24144786
  
  I have reviewed the business' response and am rejecting it because Ive paid over $2,000 to them and they are refusing to honor their contractual obligation.  I therefore am filing a complaint with the *****************************, the *** and seeking to join a class action lawsuit already in progress since they wont pay the claim or return my payments.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/13/2025

  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.

  Was lied too by carshield sales representative about what my policy entails. Unfortunately I needed repair assistance with my car during the waiting period. It was a completely different story. No car rental assistance only car rental reimbursement. Was told $250 towards repair now its $1000. The customer service **** are rude and disrespectful. The way they spoke to me Insulted my intelligence. Car warrenties are suppose to give piece of mind. I have gotten the complete headache everyday since I filed a claim. I feel like I have been hood winked and bamboozled

  

  Business Response

  Date: 11/17/2025

  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, there as a concern reported on 11/9/25 related to your vehicle jerking/juddering. No claim was started by repair facility and no diagnosis was been provided, nor verification of failure shown. Your contract  is 26 days into coverage from the date of purchase and the mileage has not been verified. The normal claims process would need to be filed with the waiting period requirement reviewed and deductible applied according to the terms of the contract. There would no coverage or rental available if was discovered the vehicle was still on the waiting period which you state in your complaint. 

  As there has been no claim started and no decision made, 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: 11/17/2025

  Complaint: 24144387
  
  I have reviewed the business' response and am rejecting it because:
  Claim has been filed i need to get my car fixed properly
  
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 11/24/2025

   

  The notes on your account state you spoke with a customer service representative today 11/24/25 and they have requested you reach out to the tow company for proof of towing. 

  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