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:03/29/2025

  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.

  Car Shield Contract #: MRF4773301 Start Date: October 24th, 2023 I have had a vehicle service contract on my current vehicle with Car Shield going on two years this August, and have had another service contract on my previous vehicle so, I have been a loyal long time customer for a few years combined, and it seems that EVERY SINGLE TIME my car needs a repair Car Shield denies the claim citing that the parts and/or repair is NOT COVERED. I currently have the PLATINUM tear plan and have been paying $159.00 per month since August of 2023, and I am now for the first time having to use the warranty for a repair to which Car Shield has denied. Doing the math for the time that I first started the warranty on this vehicle, I have paid well over $4,000.00 into it. I just had a repair completed at my local ********** dealership and when the advisor called Car Shield they told him that none of the repairs were covered so, I had to pay almost $1800.00 out of pocket. I also submitted reimbursement claim from a past incident that states in their contract as a covered repair, and after a couple days I found out that it was also DENIED. The business practices of Car Shield are criminal in my opinion made up of false and misleading advertising and they pray on the week and vulnerable. To me thats unfair and dishonest. As a resolution, I would like a full refund of every ***** I paid for this contract which is ($4799.70) since they have not paid out a single dime in claims which I feel is absolutely fair solution to me as a customer.

  

  Business Response

  Date: 03/31/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  
  Upon review of your file, it was discovered that both your Turbocharger piping and oil return hose concerns were reported on 3/24/2025. Your Vehicle Service contract provides a wide range of coverage for many of your vehicle's repair needs. However, both the turbocharger piping and the oil return hose are deemed a components not listed for coverage, and would therefore be ineligible for coverage per the terms and exclusions of your VSC. 
  
  
  Finally, it was discovered that the cause of failure to your oil pan was due  stripped threads that would have occurred during an oil change. As stated within your contract, damaged caused by negligence/improper repairs would not have coverage per the terms of your contract and would not qualify for a reimbursement based on the cause of failure. A more detailed explanation of terms and exclusion may be located within your VSC.
  
  
  CarShield has no contractual obligation to refund you past the thirty day ***** period that is provided to all customers to review whether the contract will fit their vehicle repair needs. Nevertheless, as an effort to resolve this matter, CarShield is willing to refund you eight monthly payments for contract(s) MRF4773301 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 04/01/2025

  Complaint: 23133645
  
  I have reviewed the business' response and would like to propose a counter offer of twelve months of payments @ $159.00 totaling $1908.00 considering I have paid a total of thirty months to date @ $159.00 which totals $4770.00. 
  

  I feel this proposal would be somewhat fair for me as a customer. 
  

  If we can agree on that proposal as a solution then we can proceed with the signing of the document immediately. 
  

  Thank you for your response, and understanding in this matter, and I look forward to hearing back from you. 
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/02/2025

  We have reached out to the customer and both parties have reached an amicable resolution via a settlement and release agreement.

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The business has reached out to me, and we were able to reach a satisfactory settlement for this matter. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased CarShields Silver (Powertrain) coverage plan in February 2024 for my 2009 ***** Civic, based on verbal assurances from the sales representative that the policy would cover my engine, transmission, and axle. At no time was I informed that only select components within these systems would be ********** March 2025, my vehicle required repairs to the transmission system, including the transmission inline filter, spool valve, resealing the breather cover, valve cover gasket, and a transmission fluid flush, due to a leak. The total cost of the repair was $3,191. When I submitted the claim, I was informed that only a portion of the bill would be covered, and several parts were excluded from coverage. These exclusions were never mentioned during the sales process and were only visible in the fine print of a contract that was sent after my enrollment and payment had already started.I believe this is a case of misrepresentation and deceptive business practices. I was sold a plan under the belief that it would protect key drivetrain components, and now I am left with an expensive repair that CarShield refuses to cover in full.

  

  Business Response

  Date: 03/31/2025

  We have been informed that a member of the claims escalation department will be reaching out to you shortly in efforts to resolve this matter. 

  -Customer Relations 

• Initial Complaint

  Date:03/27/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty from them roughly 2 years ago I paid $119.99 a month for a silver plan. I have paid them around $3,332 this far. This week I had an issue with my vehicle with a part that was supposed to covered by the warranty. The shop they referred me to wants to charge me $89. I am being told on the phone that they may not cover any of the repair cost even though it is a part covered by the silver plan I purchased . I want all my money back since I am not assured coverage for what I purchased. If they won't for

  

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention and we appreciate the oppurtunity to address your concerns.
  CarShield  requested that the Administrator of your Vehicle Service Contract, ********************, examine your file based on the complaint you have provided. Your file was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that no claim has been started, as no estimate has been provided.
  
  
  In the event of a mechanical breakdown, you are to present your Vehicle Service Contract to the repair facility and call your administrator at ************ or ************ to report your vehicle breakdown, or you may file a claim online at *****************. Next, you will need the repair facility to provide your administrator with a written estimate of repairs, detailing all necessary vehicle information as outlined within your contract. Your administrator may request for you to provide maintenance records in the event of a claim to determine coverage eligibility. Your administrator will confirm the coverage and the covered repair costs with the repair facility according to the terms of your contract. Your administrator will issue a claim number for reference during the claims process.
  
  
  Your repair facility has called in to report a breakdown, but has not provided an estimate as outlined within your contract to formally begin a claim. CarShield also has two varying locations in which your vehicle has been located to reside during its breakdown. In order to progress your claim forward, you must follow the steps as outlined within your Vehicle Service Contract. No claims will be paid without prior administration. However, if you wish to cancel your contract, CarShield is willing to provide you a refund of eight monthly payments for contract(s) MRF4433739 upon the execution of a settlement and release agreement. If you wish to accept this offer, please email ******************************* and we will draft the agreement for your electronic signature. 

  Respectfully,

  Customer Relations 

  Customer Answer

  Date: 04/05/2025

  Complaint: 23126081
  
  I have reviewed the business' response and am rejecting it because: Car Shield agents on the phone told me on multiple occasions I had to have my vehicle diagnosed at one of their network mechanics. Their referred mechanic facility Meineke told me I had to pay to have my car diagnosed by them and Car shield told me that I would be responsible for the diagnostic it's on me. Not to mention I was told numerous times that my repair may or may not be covered. It was an obvious transmission power train issue which is supposed to be covered by the plan I purchased. When I bought the plan my only cost was supposed to be the deductible. On multiple  recent occasions I was being told that I may be responsible for the repairs and if it takes a certain amount of overtime I would be responsible  for that as well.  So my costs of the monthly premium was for what? I am being told that it may or may not be covered even if the transmission is  issue. The van was not shifting normally the agent was told this as was the ******* I spoke with.  What have I been paying for? I wasn't  paying for a maybe. Not to mention I have to pay to even have my vehicle diagnosed? I do not trust this company. I want my money back I paid a lot of money and was not paying for a maybe. I could take it have it diagnosed be out that cost then still have to pay for the repairs. I just want my money back.
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/05/2025

  I was unable to read the full message but I think you could offer more than 8 months refund you haven't rendered any services to me. Even if I was willing to accept how could I be assured i would even get the 8 month refund?

  

  Business Response

  Date: 04/07/2025

   

  Ms. ******,

  The settlement agreement you would sign would also be signed by CarShield and would be legally binding. Once signed, we will issue a check with tracking so you can track the check to your house. 

  We see that you have already disputed 6 monthly payments and you were credited those payment back on 3/28/25. CarShield then offered an additional 8 payments. There will be no additional offer. 

  Customer Relations

  Customer Answer

  Date: 04/08/2025

  To clarify the offer is 8 months refund from carshield?

  Customer Answer

  Date: 04/09/2025

  The monthly payments were $119.99 so on top of keeping the 6 months that you allege my bank credited me I will need those additional 8 months at $119.99. 

  Customer Answer

  Date: 04/10/2025

  Carshield claims I got 6 months back through my bank. I spoke with my bank and they stated Carshield trying to get back anything credited to me

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  As long as I actually get the check for 8 months.
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/27/2025

  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 purchased an extended warranty through CARSHIELD.2 months later I had to cancel the coverage. HUGE MISTAKE. Since that day I have been harassed DAILY with SCAM LIKELY calls from CARSHIELD OR THEIR WORKERS in an attempt to woo me back into their RIDICULOUS program with those overinflated prices. The call come from a myriad of numbers which I block daily. Their approach is worse than a used car salesman.

  

  Business Response

  Date: 03/28/2025

  We have blocked your number, as well as added you to our no contact list for mailers. Please allow seven days to process. 

  Respectfully,

  Customer Relations

  Customer Answer

  Date: 03/28/2025

  Complaint: 23123937
  
  I have reviewed the business' response and am rejecting it because: The harassment was relentless and ongoing. I stated in my original complaint what resolution I wanted.  I WANT A WRITTEN/TYPED APOLOGY WITH REASON FOR THE APOLOGY. Mailed to my address.  The extremely HIGH PRESSURE, BULLYING,  HARASSING NATURE of the calls had me anxious to answer the phone I PAY FOR!
  
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/31/2025

  Thank you for your assistance. 

   

  I will use my call logs to further demonstrate the ruthlessness of this company.  The sheer amount of calls, the relentless of this"company" is absolutely DISGUSTING! Disguising phone numbers, leaving UNSOLICITED &UNWANTED  VM because they are blocked after I said no thank you repeatedly. This deserves an apology! Not an AFTERTHOUGHT to finally stop harassing me only after THE BBB got involved. This seems a clear message that's it's acceptable to harass consumers simply because they cancel services. 

• Initial Complaint

  Date:03/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my jeep to my shop, they call car shield, and they told them that it was not. Covered because I was in the starting phase ***** told me about this. When I called car she'd, the woman started yelling at me and Coussing me out on the phone. PLZ DON'T HAVE ANY THINGS TO DO WITH THIS COMPANY!

  

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond. 

  We have reviewed your initial sales call dated 2/27/25. At time stamp 11:50, you asked "what happens if something happens to it ("vehicle"), say in two months? Am I covered?" to which your sales representative informed you that your waiting period consists of 25 days AND 500 miles on a recorded line. Both conditions must be met in order to be considered for coverage. Per the terms and exclusions of your contract, any mechanical failures that occurs prior to the inception of your coverage through the waiting period would not be eligible for coverage as they are deemed pre-existing conditions. This was directly stated within your sales call. 

  At no point during the sales call was foul or inappropriate language used. CarShield values our customer ********************** abilities, and inappropriate language would not be tolerated. 

  We have refunded your contract in full. Please allow 7-10 days for mailing.

  Respectfully,

  Customer Relations 

• Initial Complaint

  Date:03/27/2025

  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.

  Carshield cancelled my contract for no reason i had a 2011 **** Escape covered with them and paid my premiums every month and get cancelled for no reason. Claims state in the commercials that they will cover your car as long as you pay your premiums. I would like resolution on this matter as nothing was advised on why the contract was cancelled when i never authorized a cancellation.

  

  Business Response

  Date: 03/27/2025

   

  As stated in our cancellation email and in response to the email to *********************************************************. 

  CarShield administrator underwriters periodically evaluate contract categories to ensure we can continue offering quality coverage. Following that review, your contract fell into a segment we can no longer support. This is a business decision and not based on any individual customers actions or claims.
  

  We understand this is unexpected, but at this time, we are no longer offering this contract segment, and reinstatement is not an option.

  Customer Relations

  Customer Answer

  Date: 03/28/2025

  Complaint: 23123012
  
  I have reviewed the business' response and am rejecting it because it is not stating in satisfactory terms of why contract was cancelled.
  
  
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/31/2025

  The answer does not change. 

  CarShield administrator underwriters periodically evaluate contract categories to ensure we can continue offering quality coverage. Following that review, your contract fell into a segment we can no longer support. This is a business decision and not based on any individual customers actions or claims.
  
  We understand this is unexpected, but at this time, we are no longer offering this contract segment, and reinstatement is not an option. Furthermore, CarShield has the option to cancel any contract at any time. 

  We consider this matter closed and will not continue to answer the same question. 

  Customer Relations
  
  

  
  

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2024, I entered into a VSC with Carshield. I faithfully paid $89.99 per month for coverage not included in my factory "drive train" waranty which expires in 2029. My vehicle, 2019 Kia ****** ex has just over 50k. miles.I find that the *** has lodged, and been awarded a 10 million dollar lawsuit against Carshield for false advertisement. In view of this fact, I feel I am entitled to a refund of monies paid for this coverage. Thank you for considering this complaint.

  

  Business Response

  Date: 03/27/2025

   

  CarShield's statement regarding the *** matter here can be found here:  **************************************

  There will be no refund offered. 

  Customer Relations

  Customer Answer

  Date: 04/02/2025

  I have not had a reply from Carshield.  What do I need to do???

   

• Initial Complaint

  Date:03/25/2025

  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.

  There is a computer chip problem that is not totally shot. So Car shield is refusing to pay for it and it will leave me with a dead car. Since they said there is nothing wrong with my car they offered to tow my car and they would pay $100 and I would have to pay $300 remaining for the tow. I want my car fixed because that is why I bought Car shield.

  

  Business Response

  Date: 03/26/2025

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

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. Your repair facility did not demonstrate a failure of the rear toe actuators as only pending codes were found and could not duplicate the failure. There is also an active technical service bulletin for this concern and potential coverage through the manufacturer which would make your CarShield contract coverage secondary.  You will need to present documentation that the repairs were denied through the manufacturer and then your repair facility would need to verify a covered failure in order to review for further coverage.

  Although CarShield has no contract obligation to do so, we 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.

  Customer Relations

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to put my car into a shop. I put my car into their Meineke shop, where they began to argue over an engine and the top part of the engine and the bottom part or the full part and they have hadmy car for over a month and disputed over the top part in what was best for my car, but no one has cared about me as client I have been without a car for over a month and still have no car. They have been arguing over the price of the engine. They have been arguing over who's paying what they told me I have to pay a $3000 cost out-of-pocket I pay $79 a month for the last five or six years not to have to pay a large some likethis and now they are saying I must. I don't get where this is all coming from. I don't understand at all.

  

  Business Response

  Date: 03/27/2025

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to directly address your concerns. 
  
  
  CarShield  requested that the Administrator of your Vehicle Service Contract examine your claim based on the review you have provided. The claim was reviewed by the Legal Claims Director for ***, an ASE-Certified Master Mechanic, and the results of this investigation have concluded that  your claim was adjudicated correctly in accordance with the terms and exclusions of the Vehicle Service Contract ("VSC"). 
  
  Upon inspection of your file, it  was discovered that your repair facility provided images that show damage to camshafts and valvetrain components and fine metal buildup on magnetic portions of camshafts. At this time, the engine does not exhibit knocking or a loss of oil pressure. The repair facility provided a picture of oil on the dipstick that did not show any metal debris and also showed oil level to be approximately 1 quart low.
  
  
  As stated within your VSC, your contract does not provide coverage for any part that has not broken or failed, even if a repair facility has recommended repair or replacement. There has been no verification that your engine needs a full replacement. Your claim has been authorized for the replacement of camshafts, rockers, and lash adjusters as they are all that is required to remedy concern of top end ticking in the amount of $4,319.57. 
  
  Your repair facility does not wish to simply repair but rather replace the entirety of your engine, and will not perform the repairs authorized by your administrator.  CarShield has no contractual obligation to authorize your claim past the liability of the ***. Nevertheless, as an effort to resolve this matter, CarShield is willing to provide a one time payment to you of $4,319.57 upon the execution of a signed settlement and release agreement and a waiver of claims. If you wish to accept this offer, please email ********************************************************* and we will draft the agreement for your electronic signature. 
  
  

  Customer Answer

  Date: 03/27/2025

  I have been dealing with car shield for over five years and I put my car into a car shield shop Meineke on *********** wherethey argued over my engine for over a month now my car has sat at the shop where I have been without a car my car to sit there And they will not resolve the issue. I have no car and it seems there will be no resolved issue as I sit with no car they issued a bill for an engine that car shield refuses to pay for they told me I have to pay a $3000 bill out-of-pocket in order to get my car back every day I call and I cannot talk to a direct person. I have to talk to a new person every day and explain my situation every dayand I get the same result every day. There is no resolution to my problem. My car just sits at ******* on ***********

  Customer Answer

  Date: 03/30/2025

  Complaint: 23112901
  
  I have reviewed the business' response and am rejecting it because: in your statement, you said there was no knocking that they heard no knocking that was the whole point of me bringing my car in to the shop was because there was knocking . They tore half the engine apart by the time he needed to hear it maybe that's why he didn't hear it. I don't know. I wasn't there, but they are most definitely was knocking When I brought it in as for all of this, all I know is I'm a paying customer to have my car ********************** and that is not getting done and someone should be held responsible to get it Done and I believe who is responsible is you since I pay you for the insurance
  If that guy doesn't wanna fix it, you should find a guy who will 
  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/31/2025

  As stated in our previous response, there has been no verification that your engine needs a full replacement. Your claim has been authorized for the replacement of camshafts, rockers, and lash adjusters as they are all that is required to remedy concern of top end ticking in the amount of $4,319.57. 

  It is not the responsibility of American Auto Shield or CarShield to provide such verification and certainly not our responsibility to find a repair facility who can do it. 

  If you wish to accept the offer in our previous response, please email *********************************************************. 

  If you need help locating another repair facility, please go to this website ************************************************ to locate a repair facility in your area that has worked with CarShield coverage in the past. 

  Otherwise the adjudication stands. 

  Customer Relations

  Customer Answer

  Date: 04/02/2025

  I think I understand the settlement now so I do wish to settle with this settlement. I just talked to someone with car shield and they explained to me what the settlement means then yes I will proceed to accept this offer. Please let me know what I need to do Further to receive this settlement. I believe there's something I need to sign. I'm not sure where to find that.

• Initial Complaint

  Date:03/24/2025

  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.

  March 10, 2025 ******, since December 20, 2025 unlimited warranty on my 2015 ******* Genesis ********************** used a Bait and Switch Tacic On my coverage The business has not tried to settle the issue. Instead, they tried to sell me another plan to combine with my current plan. I wouldn't be able to use the additional plan because the issue with my car is now a known issue with the company. *The first conversation I had with the representative that started the plan will show where I expressed that my car was not like earlier model cars and how i wanted to just make sure my family was safe. *

  

  Business Response

  Date: 03/26/2025

  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. A PS module  would not have coverage under the terms of this contract as there are no steering or suspension parts listed for coverage. Your contract would have no liability for these repairs and will be your responsibility. Changing to another contract would only affect future claims as these specific items would now be considered preexisting failures and another contract would still be subject to waiting period requirements for eligibility going forward.

  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