CarShield

Multiple attempts over 1 month were made to contact service agents at American Auto Shield to start and provide status on a claim. Ultimately, the repairs were denied. The coverage does not provide what was advertised. I am requesting a refund of my monthly service fee charged to my credit card on 12/23/18, 1/21/19, and 2/21/19 for a total amount of $297.

This company, which is the advertising arm of American Auto Shield, uses deceptive advertising practices and once you purchase the contract, they do everything in their power to keep from fulfilling their commitment. They take your money and give little in return. If there was a rating below 1, I would use that. I would not recommend this company to anyone.

Extremely poor customer service for a car warranty program. I had my car in the shop from early December until now, it is still not fixed, and this is largely due to the extremely limited customer service available through Carshield and ***, which are the same company. Both myself and my mechanic tried multiple times to contact the company to authorize repairs. The only way you can get repair authorization is by speaking with an adjustor on the phone. This was nearly impossible due to long wait times on hold - an hour or more, and often three or more hours, to try and get a person to speak with. I began documenting calls and wait times since I believed it was unreasonable to expect the customer or shop to dedicate hours and hours per day on hold trying to speak with someone. Once I finally got the adjustor on the phone, the man was rude, condescending, and telling me over and over that I could 'just drop my coverage.' This lead me to believe they were never interested in actually covering any of these repairs, but instead just taking my money every month. I have looked at ***, and the Revdex.com website, and I see many people with the same experience. This company held my vehicle hostage for three months, with no way to get approval for repairs, while collecting my monthly fee, and not providing the services they advertise. I am giving up on this company and facing repairs totaling thousands of dollars because I can no longer stand to deal with the long wait times or the poor attitude of their staff once they are on the phone. I did receive customer service email replies stating that the company was sorry for long wait times, but these did not result in any movement on fixing my vehicle. None of the links on their website work for submitting files, following up on claims, etc. It all says 'coming soon.'

Greeting,
One of the greatest experiences in the owning a car is, being able to secure a warrantee that will cover unforeseen repairs that you think will be covered. I used the word think because of the issues, difficulties and frustrations that I have been and am presently encountering. I *** purchased a “Powertain Gold” warranty Plan with Car Shield, Obligor to ***, for my 2007 Mercedes CL 550. (Contract number - ***).
Understanding the contract and the logic, when I purchased the warranty, I was told that I could take my car to ANY mechanic of my choosing (also advertised on the CarShield website).

While driving my car on December 15, 2018, it would only move forward at 30 mph. The car would not switch gears and began stalling. Rather than risk additional damage, I had my car towed (at my expense) to ***. Per *** diagnostic (at my expense) “my car needs a new transmission”. I then contacted *** and after being on hold for over 3 hours was advised to email my vehicle service history. I emailed the information as requested from *** and *** both of which service my vehicle. After much frustration going back and forth with extended hold times and with little to no response, *** did not want to deal with ***.

I then had my car towed to Q Auto (at my expense), who also gave me the same diagnostic (at my expense), “my car needs a transmission”. The same thing happened. Repeated calls with extremely long hold times to ***, lack of response and no follow up. After having my car for several weeks Q Auto also decided that they did not want to deal with the unresponsiveness of ***.

I then decided to go ahead and take my car to the dealer. I had my car towed (at my expense) for the third time to ***, where they ran a diagnostic (at my expense) and stated that same thing “my car needs a transmission”.

After having my car towed to three different repair shops one being a dealer paying for diagnostic tests (at my expense) and continuing to contact *** Claims Department, the last person that I spoke with was Byron and he told me that I needed to take my car to ***. As of today, my car is still not repaired, which means, I have been without my car for a total of 87 days and out of pocket for thousands of dollars.

I have repeatedly contacted *** regarding my car repair in the last 3 months, only to be put on hold for hours (I have a phone log that shows the extended wait times) being discounted and placed on hold, still no resolution. Not to mention, my having incurred the expense of having my car towed to three different repair shops. I am severely disappointed with the lack of interest I am receiving regarding this issue. After sales support in a product is extremely important for a customer and is not something I, as a Consumer, wish to be forced to dispute. This incident has left me with a strong, negative brand image of ***, which, is only highlighted by the fact that I don't feel my request is one out of the ordinary. This issue should be included as a minimum when purchasing a Warranty.

I would like for you to know that I really took pride in choosing Car Shield (obligor to ***) as my auto warranty provider. I must say this has been a nightmare. I feel like I have exalted all communications and I am going to take this to the next level. I am escalating this matter as I have stated numerous times over the phone. I am also reporting this matter to the Revdex.com and to Consumer Affairs.

I look forward to hearing from you within the next week.

Sincerely

I dropped my 2010 Cadillac Escalade off at Germain Cadillac Dealership at 4200 Morse Crossing on Monday 3/4/19 to be inspected and discovered the sway bar that is connected to the suspension system needed to be repaired. I have a warranty with Carshield and both my repair contact *** and myself tried to call CarShield at the number provided to us on my warranty contract and we were on hold for over two hours each time we tried to call in to get assistance. When we did get a representative we would continue to get bounced around and experience longer hold times. After my claim was being started and was advised that repair was covered under the warranty, we tried to get through to an adjuster for two days straight. Each time experiencing long hold times. The first adjuster that took our call informed me he would call my repair guy and he placed me on hold. After being placed on hold for more than 30 minutes they disconnected my call without ever getting back to me. When I called my repair contact *** he advised no one ever called him about the repair claim. I tried calling again and had to be on hold for over an hour before getting in touch with someone. When I was put in contact with another adjuster, I conferenced in my repair contact so him and the adjuster could speak. The adjuster confirmed again the repair was covered under the warranty. He asked my repair contact to email him pictures of the repair that was needed so he could verify and get processed for it to be paid so they could do the work required. The adjuster advised he would get back with my repair contact in less than an hour which never happened. They cannot provide call back numbers to be reached just in case they do not call you back or the call disconnects. Every time we would call we would get the run around or be on hold waiting for someone to get back to us. We never got resolution so it resulted in me paying for the repair out of pocket since I did not get any help as I should have. This company has taken my money every month to pay for the warranty coverage I requested, however when it was time for them to come through and provide the service I am paying for they failed. After I got my vehicle back out of the shop from the dealership I called Carshield on 3/6/19 to cancel the policy because I was very upset and unhappy with the overall very poor and dissatisfying service/experience. I requested a refund for this months payment that was taken out on 3/5/19 and they informed me they could not refund me and they could cancel it but would have to be effective 4/1/19. This is the worst customer service ever. I never want to deal with them again. No one should have to go through what I went though.

I had Carshield previously but recently signed up with them again 2 months ago. I took my 2005 BMW 525i in to *** to have it diagnosed and they told me it was the transmission. I did not want *** to submit a claim to Carshield because I wanted to get a second opinion. I think they sent the claim anyway. I went to the BMW dealer and they told me it was not the transmission it was a problem with the valve body. I filed a claim with Carshield. They are denying my claim saying it is pre-existing which is not the case. I never once was told this was an issue and it was just found the other day. They never answer the phone when I try to call them, I am always on hold forever. No one ever helps me.

3 payments from my checking account from *** accounts: $143, $119 and $119. I also sent money order for $95.00 but then I sent it late. I sent it on 1st of February. They said they received it on the 11th of February.

This company continues to call my home daily, they are trying to sell an extended warranty I do not want or need. I have asked them to stop calling and they never do, and are now also sending offer by mail.

This is false advertising. Had Carshield since November and when I purchased, they made it sound so easy. Well I finally needed to use it. As I need a transmission. Took it to my mechanic and he spent 1 hour on hold and when he finally got through, the customer service rep hung up on him. I tried calling and I talked to two different women because I called twice. They were both rude and they would not refund my money back. It's more of a hassle to have this than not to. I canceled and asked for my money back and they refused to refund me. This is false advertising.

Service provider was to provide coverage on my 2012 Chevy Sonic, which was towed to ***. Carshield is to provide coverage to engine after it broke down. North Star received the car by tow by ***. There is a $400.00 deductible.

This company advertises how they cover repairs on older cars for a nominal monthly fee. I joined this service in November 2018 and the company withdrew money from my account every month. Recently I turned on my air conditioner and the air was warm. I took the car to the dealership. The mechanics there told me that I needed a new condenser. Since I live in South Carolina and suffer from health conditions I can not ride around in a car, in this humidity, without air. My mechanic was on hold with this company for an hour and a half on Monday March 4. I was on hold with this company on Monday March 4 for two and a half hours at which point I told the mechanic to fix the vehicle. I then called the company back on Tuesday March 5 and I was on hold for an hour and a half and Wednesday March 6 for two hours only to be told that the company does not reimburse without prior authorization.

This is some kind of wonderful scam. They take your money and then when you need to file a claim their adjusters never answer the phone, so that the customers can't get pre authorization. Since the customers can't get pre authorization, but need their vehicle, they fix their cars only to be told by this unscrupulous company that they are not going to pay because the customer didn't get pre authorization. They are a bunch of scoundrels who should be put out of business.

I signed for coverage with Carshield six months ago. Recently I problem with the car, with the transmission, and they wouldn't cover the repair. I had paid $600 over the last six months. I will be cancelling my account with them. I have tried to call them, and have been on hold for as long as 2.5 hours and then disconnected. They are saying that I didn't have enough maintenance records--they wanted them for 12 months. They told me to have the transmission torn down ($400) and now they won't pay for that either. The dealership is now charging me for storing the car.

I took out an extended warrant for tw,o car with car shield and a few months later when I made a claim they state suspension is not covered and oil leaks are not covered cause it's too close to when the policy was opened. I am looking at perusing a law suit against them for false claims

I purchase policy with car shield for my car auto warranty. I have had the policy since November. I recently submitted a claim on the vehicle and it after 3 weeks of trying to get the claim resolve they cancel my policy and I was only refunded for 1 month of services(131.00). I never utilize the service prior to now. They cancel the policy saying incorrect miles. But not until now was the issue discovered. Now I am out of 3 month worth of service payments for a service I never serviced.

I have a policy with this company, and had to take my car to the shop for repairs. I called this company and so did the shop manager, we were both left on hold for most of the day. I waited the entire day and still do not have approval for my repair.

My mother has dementia and Carshield took advantage of her. She has a brand new car with a dealership warranty. Therefore, she doesn't need a warranty. They talked her into getting another warranty and billed her for it. I called them to explain that she has dementia and gets confused. They said that she will only receive a pro-rated amount back. She has only had the account for 35 days and never used it. They took complete advantage of an elderly woman with dementia!

I had a problem with my vehicle that car shield said was covered under my warranty that I brought in September 2018, so the auto shop proceeded with fixing the problem and now car shield is saying that they are not going to cover the problem after the shop took my vehicle apart. Basically sticking me with the cost. I feel that , it was wrong because I dnt have the money for the cost. I told car shield that I wanted refunded for all my payments that I had made and they told me no..they was no help to me and actually caused me money that I do not have.

I could choose more than one issue above...

I signed up with Car Shield in October after listening to those wonderful commercials for months, but did not need their assistance until last month (February) when my 'Check Engine' light came on. I needed repairs so my car would pass smog because the registration was due.

I started calling before I even took the car in and could not reach a soul. I stayed on hold forever, then received the message that I could leave my number and not lose my place. Well, I did that 2 different days and never a call back. I then called Customer Service to complain and was transferred to the same number that I had been calling and still no answer! (2 separate times) By this time, I had been trying to reach them for 4 days and the only people I spoke with was Customer Service only to be transferred to lines that were never answered. I probably spent a good 5 hours on hold over the course of 4 days.

By now I had lost hope and patience and opted for a loan through my mechanic. I then began calling just to speak with Customer Service to cancel. The first rep that I spoke with gave me this huge runaround about trying to reach the adjusters due to a snow storm months ago… in Colorado! Really?? And that they’re still trying to get caught up. Whatever… I needed help then, that is what I signed up for. I started calling the next day to cancel with no luck. As soon as they heard that "word" I was transferred again to another line that was never answered.
I need that money back so I can pay this loan within 100 days to avoid interest. $99.00 for 5 months.

Also, I have a very hard time believing most of these reviews…

This company is deceitful & extremely misleading. BUYER PLEASE BEWARE!!! I purchased a policy from this company and was left with nothing but scripted apologies when all claims were denied, for specific services I was told would be covered. They would not refund any payments that I made & left me with a bill at the mechanics for their assessment & a loaner vehicle. Companies like this should not exist!!! People work hard to produce an income & companies like CarShield should not be allowed to hoodwink them so they can continue to flourish while stealing from a hardworking individual or family!!!

Car Shield advertises "Peace of Mind", has advertising on most all social media sites plus Television. They advertise many positive reviews of "My vehicle broke down, I took my vehicle to my dealer, Car Shield handled everything and promptly paid for my repairs."
A Car Shield sale person called me one day, I listened, they gave me a quote, I said no, another lady came on and kept going down on price, we went back and forth, and I bought in to the "Peace of Mind"; I was fixing to travel, I finally wrapped up taking care of my deceased parents ordeals, I had went through divorce ~ I gave in to the sales pitch. I told her I did not have the vehicle in front of me to get the exact miles, she stated "its okay", I went off of an inspection report months previous and she said "no problem". I asked if there are any details to their program, she then mentioned "20 day grace period, after that, she said you can make unlimited claims" which I thought was a strange thing to say. Months later, I actually had an issue; I learned Car Shield only sells the policy, DOES NOT HANDLE CLAIMS IN ANY WAY which directly goes against their advertising and positive reviews. Their "Administrator" *** is my next, separate complaint. At no point in time did the Car Shield sales lady state Car Shield passed on the service to *** because that would contradict their false advertising. Because I could not reach ***, I towed my vehicle at my expense, got a rental and I made this known to Car Shield and *** from the beginning. *** kept me on hold for up to 100 minutes per day, guided me to non existent websites and everything led back to 1 number to contact them. *** led me on for about a month with 100"s of minutes per day on hold. After Car Shield collected another payment, I got notice "claim denied", I received many different explanations that did not make sense, I called and emailed, asking for a written statement of denial from both companies but never received a reply. Car Shield appears to be a "Bait and Switch shell game colluding with their "administrators" below them in the pyramid. I have documentation, names(if they told the truth), pictures of non existence websites of their "administrators". Car Shield reps told me point blank "we do not handle claims, we only market-sell policies". Car Shield had an "F" rating on one of the Revdex.com pages I researched, they are fully aware of what they are doing regarding scamming customers, they collude with their administrators and it was no coincidence I was denied after another payment was made. Their social media sites don't show comments, they use marketer / Administrator separation buffers to pass off customer complaint and apparently, dishonestly protect themselves.
I will be happy to submit to a polygraph along side Car Shield owners and staff. I have a lot of information beyond what I state, I hope I have provided enough to enact an investigation in to dishonest and corruptive practices.