CarShield

I purchased a Gold package coverage from this company earlier this year. In June of 2020 I was visiting a family member in Texas when my engine develop a slight noise. My family member advised me not to drive the vehicle for further risk of damage. Due to covid reasons I had to return to my home state of Colorado. Upon returning I called the claims and for several calls I was on hold for hours. I finally submitted a claim online and received no response. I called them several days later and later and finally got through to a lady whom said their system had been having outage issues and it was received. They advised me to take my vehicle to an ASE certified repair facility. I had my family member drive the vehicle down to Automax Ford in Killen Texas. The mechanic was in contact and I also had CarShield add my family member as an authorized contact for repair questions and approvals(I was out of this state). A lady called me from CarShield and took a statement from me. In the statement she asked for past 12 months of MAINTENANCE RECORD I had to provide a baseline for repairs and to prove care. I was mistaken in what she was asking for due to not having any repairs made on the vehicle so I told them I didn't have any MAINTENANCE RECORDS. I also did state that I change my own OIL(this will become an important statement). Several weeks later, after many calls with CarShield, the mechanic from Texas called and said he had finally gotten though to them after 40+ hours on hold and they were sending someone out to verify if the condition of the vehicle met my contract conditions and repair options. I received a call from a CarShield adjuster but upon my attempts to contact them back I spent 2 weeks, several hours a day on hold, leaving callback information and received no response. I called the mechanic to see if he had any available information and he stated they had called and said due to a lack of service records & watery oil they were denying the claim and I needed to pay the $1050 due on the vehicle for the diagnosis of the damage or they would be placing a mechanics lean on the vehicle. I asked what had happened and he said the motor bearing was going out and that was the cause of the noise and the engine would not have lasted much longer. Thus began a 1.5 month long, 90+ hours on hold attempts to contact them concerning the coverage and subsequent denial of my claim starting from 7/2/20 to 8/19/20. I wasn't making any progress so I decided to call the customer service line on 8/20/20 and when asked about the claim I was told that due to a lack of records the claim was being denied. It was mentioned that the part that failed was a non lubricated part, I quickly refuted as the part that failed was inside the engine and could not operate without proper lubrication and WAS covered they connected me with claims, no answer after 2+ hours on hold and a callback number left. On 8/24/20 I was Ultimately told my lack of oil change records as to the reason the claim was denied. I told the person they hadn't asked for oil change records, I change my own oil and the misunderstanding was a verbiage issue. I was told they wanted maintenance records and what they were asking for was classified to me as SERVICE records(I admitted this mistake on my part). The lady, Veronica on 8\24\20 said it wouldn't be an issue and to send the records to their records site and I would receive conformation in 72hrs or less. I received no call, so I called them back. On 8/28/20 They told me they had received the records and connected me to the claims department. More hold time for several more calls. I again called the Customer service and was told that since I stated I change my own Oil they weren't going to except the records. I stated "I DO change my own Oil but my mechanic is right there next to me performing the work and I simple add fluids and such". I was told there was also an issues with the oil sample that was taken from the engine and processed on site and it appeared to be THIN. 9/8/20 I asked for documentation and was told over several calls that the customer service could not provide me paperwork, only claims can do that and was told someone would callback, nobody did. I contacted the AutoMax and was told they do not perform oil analysis at this site. Again, several attempts to contact claims led to no answer and more hold time. Becoming frustrated with the lack of communication I began to call the customer service each day I was off work and over the course of a couple weeks I received many conflictions as to why they were denying the claim. First a lack of records, then 9/14/20, an EE stated the records appeared to hand written and that was unacceptable, I asked if they had contacted the mechanic to as the validity of the receipts and was told no. I told them the records had nothing to do with me with exception of services rendered and if they had an issue with the records to contact the mechanic and there was no statement within my CONTRACT saying hand written service record were not accepted. Then a mention of the oil being watery prompted me to defend the fact that I had received no documentation and I used manufacturer specified oil. Then a call stated again about the oil sample and I had told them the AutoMax mechanic stated they don't perform tests of that type there and was told they sent it to company called Blackstone off site. The report from Blackstone stated to me by them said the oil was 5w20, had aluminum, and "appeared" watery. Again I was brushed off stating a SENIOR claims advisor would contact me soon. No contact was made. I had a company in Texas pull a sample of oil and analyze it. A class 2 technician reported to me that the oil was 5w20 viscosity and had concentrations of aluminum in the sample. This was indicative of the bearing failure. This oil was also 100% the required viscosity of the manufacturer of the vehicle. There was no statement of the oil appearing "watery". The Oil I have used in my vehicle since the first Oil change after purchase is Mobile 1 5w20 fully synthetic. I have this documentation and will provide if needed. After several more calls I was told that again the oil was watery in appearance and they had to have an adjuster call me. On one final call to them I stated that I have no issues beginning litigation and would persue this claim deniel in court if I didn't receive a solid strait answer. After a 10 minute hold, I was told they are accepting the documents, but they are still denying the claim based on the statement that the oil appeared watery and a senior claims advisor stated if I had an issue with the outcome to contact the Revdex.com and begin an arbitration. I made a mistake in understanding of the requirement of the records, I tried to make it right. This has been the worst experience with a company I have ever had. My mechanic recommended this service after I had concerns about my all wheel drive possibly having future issues and was told by the CarShield representative that its okay, this would be covered as long as there wasn't a current failure. He has made repairs for this company with no issues in the past so I didn't foresee any issues. I had no idea I would have this particular issue as I take very good care of my vehicles. Since this debacle started I have spent several hundreds of dollars in gas , traveling to Texas, had to purchase a second vehicle to replace the damaged vehicle. Please help me get what they are contractually obligated to fulfill.

Carshield requested diagnostic which was provided. After diagnostic Carshield requested to know the internal component causing failure which placed me , the consumer, in a very precarious situation. It was really a bait and switch mode basically requiring I pay whatever the shop charged upfront for transmission tear down which was a sum of $1200 which would ultimately cost $3500 to repair because once vehicle is broken down they know it cannot be put back broken and would not offer any assurance of coverage for anything, not even a rental car as they advertise. My car Sat in the shop with NO COMMUNICATION from Carshield to me except withdrawals out of my account. This is totally unacceptable and I feel like I have been taken advantage of with nothing showing for the money taken. I am requesting full refund as in two months, Carshield has not shown what they advertise as it is definitely not deoendable for anything.

I’ve have a warranty with CarShield and American Autoshield for 7 months. My car started having some issues and I took it to a mechanic. After the mechanic did several different test, including a compression and wet and dry test( which was recommended by American Autoshield) he gave them his findings. He was then instructed to call me and ask for the approval to open up the entire engine to see if there are any other causes of failure. My mechanic told them, he’s not doing that because he specializes in ford engines and what he found is a documented problem with the make and model of my car with those miles. When I called to asked them what’s the issues they told me that I should rent a car because their adjuster needs to look at it(which was a lie because they don’t send adjusters in person) after a week went by and I had enough, I went to my mechanic and called Car shield to only be told if I don’t authorize the year down of my engine they will not proceed with the claim. My mechanic was sitting there while I had them on speaker phone interrupted and said in his 23 years of business and dealing with lots of warranty companies, he’s never heard of this type of practice and the parts that needs to be replaced are warranted and should be paid for. He stated told CarShield that it seemed as if they were looking for a cause of failure that wasn’t covered to get out of repairing my vehicle and repayment of my rental. The representative put us on hold and the call mysteriously dropped. After calling back and requesting a supervisor several times, I was lied to and never received that call. Long story short I’m out of rental and repair money totaling 821.37 and my my car still not fixed and 560 for my monthly membership. This company should not be able to hide behind a LLC and should be a part of some form of class action lawsuit. Every customer can’t be lying. I’m asking to be reimbursed in full because I already canceled my membership

I became a customer of Car Shield on February 7th 2020 after speaking with a sales representative that assured me that my coverage would be identical to that of a factory warranty. I paid my monthly installments per the plan agreement of $107/month (a total of ($763 to date) in hopes that when/if my car needed repairs, I would have this insurance to cover things. I am a single mother of two children and we relay on having a safe car to travel in. My heat stopped working in my car (it is colder in the mornings now and will soon be fall/winter, so I called Car Shield prior to taking it into the dealership ( I didn't want any surprises) to make sure that anything wrong concerning the heat would be covered. The representative assured that it "should" be covered and provided me with the 800 number to give to the dealership. Today, I took my car in and was told that it needed a damper motor actuator (to start with) and charged me $346.50 (without repairing my car) for a diagnostic. This company is a scam! It doesn't cover anything and I am out of $763.00 and now heat! The sales people are misleading as well as the ads for this service. I have basically paid this company just to give me the run around and deny repairs.

I bought my car and 24 hrs in I had problems. The car completely broke. I got my coverage with CarShield and they said they would help me. Step by step, I asked every question. They told me yes they was going to cover soon as I get to the appointment they turned around and said they won’t cover it and gave me an excuse. Every time I have to take my car to the shop CarShield can’t do anything it’s always an excuse and I have the best package they have to offer.

Horrible Company! Filed a claim and had to follow-up for 3 weeks! Everytime I called, 7 times, no one knew what was going on. Had to send same information 3 different times!!! Stay away!

It all started with a T.V. advertisement about an auto repair insurance called Car Shield. An auto repair ins. co. that covers: "MONTHLY COVERAGE FROM CAR SHIELD WILL HELP YOU TAKE CARE OF THE PARTS,TAXES,AND LABOR ON ANY COVERED REPAIR. wITHOUT A FACTORY WARRANTY, OR A VEHICLE SERVICE CONTRACT ON YOUR AUTOMOBILE, YOU ARE FINANCIALLY LIABLE FOR ANY AND ALL VEHICLE REPAIRS. HOWEVER, BY CONTACTING CAR SHIELD TODAY, AT ***. YOU WILL STILL HAVE TIME TO PROTECT YOUR 2006 CHRYSLER PT CRUISER. LOW MONTHLY PAYMENTS, OUR MONTH TO MONTH COVERAGE PLANS HAVE LOW, OR NO, DEDUCTIBLE TO FURTHER PREVENT STRESS TO YOUR WALLET IN A TIME OF NEED. CALL *** TO JOIN THE GROWING LIST OF CAR SHIELD CUSTOMERS DRIVING WITH PEACE OF MIND".So, I called, and spoke with Silver, he explained everything to me and reduced my price from $99.00/mo. to $79./mo. for the GOLD plan, now the GOLD plan is selling for only $70./mo: I told him that I would think about it and talk it over with my wife. After about a month I called Car Shield and asked to speak with Silver and he was not in, so I spoke with ***, I had a question to ask him like I asked Silver," What about timing belts? My car's timing belt needs to be replaced prior to 105,000miles and I now have 95,433 miles. *** told me to take it to whomever to have it replaced, I suggested my Chrysler dealer, and he said yes, you can take it anywhere. He also told me that he would waive the deductible. So I said yes I will join and buy the Ins: Time went by and I finally decided to take my car to my Chrysler dealer, ***, jeep RAM. Prior to taking it in, I called the dealer and made an appointment. I spoke with ***, the service manager and we discussed what had to be done and would call me with an estimate, and he did, it was going to be around $1400./. I told him that it was going to be covered by Car Shield and stated that prior customers had Car Shield and they didn't pay, so I told him to hold back on the repairs until I contacted Car Shield myself. That day I called Car Shield and asked to speak with a Supervisor and the lady told me she'll have to send the Sup. an email, I questioned that and that was their protocol, ok, no worries. Later that day a Sup. did call me and we discussed what was going on. She then told me that the timing belt was a preventative measure, that I am responsible for that, it's not a repair, ok, that made sense, by why did *** tell me different? Our discussion was quite long because I was arguing what I was told and what the contract read. So, she told me that she would get ahold of "American Auto Shield" who are the owners of Car Shield (Car Shield is their selling name) and have someone call the my service manager to discuss pricing on parts, that way A.A.S could find a better price than a dealer price, woe, this is going to far I thought. So I said ok and to have someone call me to let me know what's going on. Sup. *** was the Sup. I was speaking with. She called my service manager at the dealer and left a message, then someone else, another lady Sup. called the service manager and explained to him that Car Shield doesn't replace , they repair. Time was going by and no phone call to me so I didn't know what was going on, so I called ***, my service manager and he told me what the second Car Shield Sup. had said, not what Sup. *** said she was going to do That really frustrated me. I was pretty much frustrated already, but this was over the top. So I told *** the service manager at the dealer to go ahead and fix my car and that I will pay for it. I will call Car Shield one more time to cancel this repair policy and to refund me what I have paid into it already, I'll have to look it up, but it's probably a month's worth. I'm glad this happened now rather than a year or a couple of years down the road where I would have lost a lot of money based on someone's lie.

We have mechanical insurance with this company. We took our car to Chevy and they refused to fix our car because the company does not stay in contact and did not pay them for over 400 days. We took it to a second company to be fixed and 4 weeks has gone by and they have not stayed in contact with us or the company. They refuse to approve us for car rental so we have been without transportation for 4 weeks. The last call we got they said they have not approved the car to be fixed b/c the auto body shop needs our approval for a tear down but we have been calling them every day for 3 weeks and they have never said we need to give them approval and the auto shop also said they never told carshield they need a approval. At this point we don't know what to do with this company!

I have been paying Carshield for a warranty. I’m car was put in the shop needing repair. The engine needed repair services which was covered in my contract. After paying them while my car was in the shop for over a month, they found a way to deny my claim. I have been y the company for a service for no reason at all. I now have to manage the repairs on my own. I was told by the technician that Carshield is not a good company and they have had many problems with them. I asked them to be reimbursed since they did not cover repairs and was denied that as well.

I hate carshield for at least four months I finally took my truck to a place of my children to be repaired the first thing I asked them was I need a heater core and a window motor I mean brakes they said they didn't cover it now the repair shop said I need a motor because of a spark plug issue and car shield also said they do not cover that because it's something else but it is a part of the engine and they do cover engines transmission etc but they refuse to do any work on my vehicle

I started my policy with Car Shield in January 2020. I've paid faithfully every month for the insurance. My vehicle started having issues in July of 2020. I made a claim to have my vehicle repaired on July 15th 2020. Since then I have reached out to them several times with no response. My mechanic has also reached out to them several times with no response. It is now September 17th and still nothing has been done. Every time I call they tell me they will send over a approval for the claim and that I as well as the mechanic will hear from them by the end of the day. I still haven't heard anything. Please help me solve this issue as soon as possible.

Kindly,
Gwen Lawson

My name is ***, I have had Carshield for 2 years now, I have been paying $138.00 per month for this policy on my 2014 BMW 5 Series.
I have had my car in the shop numerous times during this 2 years and Carshield has not paid for any of the needed repairs. I have faxed over receipts from the BMW dealership and have spoken to numerous representatives, yet nothing has been done to recover any reimbursements from Carshield. When I am speaking with representatives on the recorded calls they respond as if they never received the faxes, or calls from the BMW dealership. Each time I speak to a representative, I am given a run around with no means to an end. I am contacting The Revdex.com to help with my reimbursement from the false advertisement of coverage that Carshield is advertising.

I bought a Gold extended warranty with the understanding that my warranty covers the entire vehicle. Recently I have been in a situation where my check engine light came on in my vehicle and I took it to the manufacturer, they refused to work with this company due to numerous issues. I then contacted Carshield, told them the situation and what the issue was in the vehicle and they sent me to a local repair shop. At that time, they stated that repairs would be covered and went over the process to obtain a warranty covered rental car. Today the repair shop calls and states that Carshield would not cover the car as the Gold plan covers everything except the emissions system, for that I would need to upgrade to the Diamond Plan. I then informed them that I would like to cancel the plan as this is the second repair that they have declined and I would have to pay out of pocket. The customer service rep became belligerent about how I need this warranty and I would be sorry when I cancel the plan and have to make repairs, she then hung up on me. I had to call back and that individual was nicer but still rude when I stated that I wanted to cancel my plan. I was not able to verify if the contract was cancelled and I do not want any further funds being taken out of my account for this warranty.

My husband and I both have Carshield/American Auto shield. We purchased the warranties because of the commercials, which stated if your vehicle breaks down, they repair so we (the consumers do not have to pay those outrageous car repair costs). My husband has a 2009 Mercedes S550, with low mileage around 60,000 then. When he attempted to purchase the warranty, he was told that he qualified for the platinum warranty which would cover more cost. Then when he recieved the warranty in the mail it was not the platinum warranty, so they have not covered any repairs since the purchase of his warranty. It's like a bait and switch. False advertising from the commercials. They autodraft money from his account each month and they have yet to cover a penny in expenses for repairs.

My situation is simuliar. I have a 2006 Lexus LX470. When I initially spoke with the salesperson to obtain the warranty he stated that I would have the Platinum warranty. (This is the same type of warranty I had under the dealership/it covered almost all of the repairs, so I was excited that I would roll over with the same type on warranty (Platinum) yet, when I recieved my warrany package in the mail it was for Gold coverage which it also has not covered any of my repairs. My vehicle broke down and the mechanic stated that they would not cover the repair because the "broken COVERED repair" is connected to a NON-covered part, so we are not obligated for this repair.
So we have had to pay out of our pockets for repairs, we thought would be covered based on the Carshield commercials and what a Salesperson stated to us.
They have told us that "that salesperson was new and should not have told you that", We have been transferred from department to department trying to get answers, on hold for hours, going back and forth. " I don't know who you talked to, but that's not what your contract says, you have to talk with the Carshield customer service about your contract. Carshield told us to talk to American Auto shield about the claim, back and forth.
The salesperson offered the better warranty to get the contract, but when the contract arrived it was the lesser one, which has not covered anything for us.
We feel that it is an intential way to get customers, then they delicately and deliberately write these contracts so they insert loopholes to avoid having to pay for repairs.
On Tuesday9/15/2020 @ 1:34pm I spoke with Chris who transferred me to Janeene, who transferred me Carlisa, (not sure about her correct spelling of her name) I was given the run around about my husband's repair of his Mercedes. He was later told that the warranty that he was getting was the best and it would cover most of the auto repairs, but it has not.

I purchased a warranty from them in which my engine is covered. Well now I’m being told that head gaskets are not covered even though it part of the engine. They said it’s not covered as a stand alone part so why tell me it’s covered 100% then tell me oh only certain parts

Car shield. Is a for profit only misleading consumers my engine went out and the certified mechanic said they have never dealt with a company who had treated me the way CAR SHIELD did even while my payments were current.
Car Shield actually put me seven thousand dollars in debt

per the man on the phone California residents cannot get car shield protection for warranty parts and labor. California residents can only get road side services. per a Califirnia law from three years ago

I called to start a policy on 1 car, started the policy and paid through ACH. After I paid weeks later I received a letter stating preauthorization of ACH "if you didn't make this change call office immediately. I NEVER gave anyone authorization for recurring ACH payments and I want a refund. I also added another car before money was taken out of my account unauthorized and wanted to pay both on the same date. I was lied to when I initially called regarding the refund saying that it could take up to 7 days to refund my money to the same account now they are telling me I have to wait an additional 20 days for a check refund. I have cancalled my policies and want my money refunded NOW BACK IN MY ACCOUNT. THEY ARE THE WORST DON'T DO BUSINESS WITH THEM...

On August 31, 2020 we signed up with Carshield. After I read the contract in totality, I realized I wanted to cancel my enrollment. I sent a certified letter to cancel my policy. Since then, I have been calling and no one has reached out to us regarding our cancelling of our policy. We have been trying to cancel before our 30 days so we will not be charge.

In July of 2020 I decided to purchase a new used vehicle. I test drove the issue and had it serviced by the business prior to leaving the facility once I purchased it. The vehicle did not have any issues or problems, the carfax was clean and the history of accidents was clean. The vehicle had 87,000 plus miles on a 2010 model. I decided to purchase CarShield once I returned home with the vehicle. I purchased a contract with Car shield that covered Component groups with coverage; Engine, Transmission, Cooling System, Transfer unit (4x4) Drive Axle, Air Conditioning, Fuel System, Alternator, Starter, Power Window Motors, Seals and Gaskets. I overheard a noise after some time and took the vehicle to my local automotive repair shop. I scheduled the vehicle to have a diagnostic inspection along with the vehicle being serviced. I took the vehicle home and parked it until the following week of August 5th 2020 when my vehicle went into the shop. The service department notified me that my vehicle engine was failing and needed to be replaced. I immediately provided them with my Car shield contract number and asked them to contact Car shield to confirm the repair could be done under my extended warranty. Car shield told the local business they would be sending out an inspector to look at the vehicle. 4 weeks later an inspector would arrive. He agree with the mechanic and the service department that the engine needed to be replaced, however, the decision to approve the repairs was not on him, but another person above him. I was not advised by Car shield of any contact involving the service department or the inspector. I called requesting information again for all of the Car shield notes related to my extended warranty service contract. In between this time Car shield requested information to include service records on my vehicle. A vehicle that I had recently purchased and had only driven a little over 1800 miles in. The service sticker on the vehicle gave the estimated service date and mileage of just over 90,000 plus miles due to be serviced in mid September. Each time I contacted Car shield I was placed on hold somewhere between 20 minutes and 2 hours and 40 minutes and I eventually spoke to someone who claimed they were looking up information to best serve me and answer my questions. I found this too be a load of crap. I requested a copy of all the information pulled by Car shield related to my extended warrant contract. I was told that someone from American Auto Shield needed to review the information before approving my request. I never hear from anyone from American Auto Shield or Car shield. I came to my own determination they were two companies who seemed to be doing their best to confuse, and contradict the customer and make the problem a customer issue and not part of the extended warranty. To date Car shield has not sent me any of the information or contacted me on the decision to repair or not to repair my vehicle. The ford dealership where my vehicle was being serviced and fixed told me the cause of damage to the vehicle was engine failure. Upon reviewing my contract this appeared to be covered according to the contract and I expected for it to be covered. On Monday, September 14, 2020 I was notified by the Ford dealership service department that Car shield denied my claim. The service department employee told me the company (Car shield) said that I should have had the vehicle towed into the service department instead of driving it in. Car shield also claimed that the vehicle had not been properly or regularly serviced and this was also a cause of failure. The service department employee told me that he was shocked from the decision because the vehicle when they got it was full of oil, the service sticker in the window miles and date had not been reached and not once was a lack of oil or service issues brought up by the inspector who was onsite to inspect the vehicle. From the time that I noticed the noise coming from my vehicle until I took the vehicle to the Ford service shop, I had only drove it to the dealership and home where I parked it until the date I scheduled to take it in for servicing and diagnostic inspection at the dealership. I drove my second vehicle instead. Car shield is a scam plan and simple. I plan to continue paying my account until I have resolved the dispute. I have hired an attorney and I am requesting damages from this incident due to the fact that now my second vehicle has broken down and I absolutely refuse to trust that Car shield will honor the agreement they signed me too. They will take your money, play paddy cake with your emotions and feelings and they throw you under the bus exactly when you need the warranty you've purchased from them to take effect.