Name: American Auto Shield
Rating: 3.8

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Jess Skubi Atlanta, GA

Carshield is denying my claim to repair a transmission. This is a Lexus hybrid which has limited service techs that can work on the car. Carshield is wanting an RDi (tear down) of the transmission to see what the cause is. The problem is transmissions are only built and rebuilt out of the Lexus Chicago locations. This is not done in Atlanta. So, Carshield advised I should go to another shop in the area recommended by them. These shops refer me back to the Lexus dealership since it is a hybrid. The bottom line is theyre saying well if you cant get it done we cant approve the claim even tho this is their process. They adjuster is denying it and refusing to proceed with sending out an inspector. I will continue to purse this claim as it is valid based on the contract agreement between Harris vs. Carshield.

4 years ago

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Zequeira Jose Miami, FL

I was told the repair is not covered my mechanic said they were going to get back to him reference my transmission but 30 and take was not covered I thought that was part of the fuel system sales person very convincing we must read the small print

4 years ago

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Jerry Altamonte Springs, FL

My claim for transmission repair was initially denied due to a technicality. After numerous phone calls from me and from my mechanic, the claim was subsequently approved . The whole process was way more stressful than necessary had it been handled with the ease as advertised. I hesitate recommending Car Shield to anyone without first letting them know of my experience and what to be aware of.

4 years ago

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Aaron G Neal Farmington, MI

I started a warranty coverage program with American Auto Shield (CarShield) and 3-4 months later I had an issue with my vehicle. I was driving and noticed the failure and immediately pulled over into a repair facility that I am familiar with. I left the vehicle and notified the shop the next day. The repair facility has been working with the Adjuster from CarShield and sent them an email stating that he's going to send the claim for engine approval and will contact the repair facility. They denied the adjusters request for approval based on their determination that I drove the vehicle excessively and this caused the damage to engine. At this point they are only committing to a partial repair of the timing chain which was the point of failure. This does not resolve my problem with a now damaged motor due to the timing chain failure. I have never spoken to an adjuster and upon calling CarShield to get some information they were very rude and not willing to help me at all. I was just being told that they will not approve anything more than they have already. Basically telling me it's my fault because I did not call a tow truck to deliver the vehicle to a shop that I was already about to pass during the time of failure. They even told me that this was very convenient as if I was lying. I explained to them that I was very close to home and pass this same shop everyday and when II immediately pulled over this is the location I was at and there was no need to involve a tow truck. I would not drive a vehicle with known damage. They are acting as if I knowingly drove the vehicle to the repair facility with damage instead of calling a tow truck. I was then told to contact American Auto Shield as they are the true policy holder. I spoke with them several times and was told that they realize that they did not complete an RDI (tear down of the motor) to conclude if the engine is actually damaged as a result of the timing failure. I called back the next day to get an update and then was told that they decided not to do that because of long term failure of the timing chain and basically it's still my fault. They have authorized on the repair for the timing chain components and that's all their going to cover. I explained again that the only way for me to discontinue operation was to jam on the brakes in the middle of a 50mph highway which they agreed would not be safe. But, you still drove the car (continued operation) and therefore they will not cover the engine. No matter what the timing failure has been deemed to cause the engine failure by the repair facility and they complete disregard that and will only cover the timing which does not resolve my problem. I have asked for them to be able to speak to the adjuster and I still have not received a call from him. They sated that he does not have to call me if he decides not to do so. Iwish to cancel my policy but have to wait until my issue gets resolved

4 years ago

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jcjfox@bellsouth.net Harvest, AL

you guys need more Bodies ,,,,,,, the biggest complain from the reapir shops is the TIME it takes to get RESPONSEs on repairs Many of the local dealers in Huntsville want take the product. Bentley Cadillac being one

4 years ago

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Not so pleased Shreveport, LA

While the last interaction with your customer service representative (Shondola) was a pure delight. She even gave me a call back to update me on my status. That was more than any other individual even tried to attempt. The previous conversations with 3-4 other representatives was HORRIBLE. I was hung up on twice and given the runaround 2 other times. It took 2 months to actually get someone who was willing to help with the repair of my vehicle. All of this while I was not given transportation that would've covered the time that my vehicle was being repaired. I had to move the vehicle 3 times before the actual repairs were done. I am totally not satisfied with the service of your warranty and probably will not remain with your company. I have another issue with my vehicle that needs to be looked at but I just don't feel like going through the hassle of trying to initiate the repair.

4 years ago

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Michael Vincent St Louis, MO

The customer agent was quite helpful , she explain how things work ,before we hung she as the qualifying question did I understand everything . I truly like that.

5 years ago

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Tessa C Maitland, FL

if i could give this company NO stars, i would !!! WORST customer service i’ve EVER experienced. I called American Auto Shield to cancel my extended warranty, that was it, they’ve been called trying to collect a payment when there was no payment needed for this month. So he said ma’am what are you going to do when your vehicle breaks now, well that’s not your concern! i was not rude, until he kept talking over me asking me personal questions about why i wanted to cancel it. telling me nobody cares that i have kids. i kept telling him i wanted to cancel it, he proceeded to tell me, to stop WHINING. told me life’s going to suck for me in a few months. absolutely disgusting.

5 years ago

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Kyler Riverview, FL

Well, this was my first experience dealing with A.A.S. & lets just say that we didn't get off to a good or positive start! Granted, to be fair, apparently they had some kind of storm blow through the area this past weekend that knocked out a lot of their phone lines & whatever else. But this was one of the most excruciating experiences of my life having to deal with "trying" to get ahold of someone on the phone to start the claims process. I had this wonderful lady at Ford try for 3 days to get ahold of someone at A.A.S. to no avail, not to mention myself trying also. This past Friday the

5 years ago

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Sukuna Bailey Clinton, MS

This ia my frist time to talked to customer service person very nelpful and gave me the right answer what i need to know and ask very polite on thw phone thank you

5 years ago

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Rob C D Waldorf, MD

I purchased a warranty through approximately 8 months ago. Unfortunately, I'm highly disappointed in the service with American Auto Shield. I was assured by you that everything would be covered bumper to bumper through the Titanium Plus coverage. However, I called to verify if the transmission cooler line was covered. I was told yes, when the Buick Dealership called they told them it wasn't cover. I then spoke to Kevin, who stated that it was covered under warranty. The Dealership called once again and I was told that it wasn't covered. I once again called and spoke to Bernice, who once again for a third time stated that it was covered. I then spoke to a service advisor named Ben who then stated it was covered. I distinctly remember when you sold me this contract that certain items as small as rubber houses and fitments were covered. But that seems' far fetched' and furthest from the truth. I don't like to have the run around specifically if i'm paying for a product. Because i'm extremely pissed and unsatisfied and If something as small as hoses going to a transmission line that is less than a hundred dollars is not covered. What's going to happen when something major happens to my vehicle. I can only surmise that any other claim will be denied as well. This is absolutely the worst extended warranty I've ever purchased and I would never endorse this company to anyone. The service adjuster's are not experienced and rude, and the total lack of honesty with this product in the forefront speaks volumes. I will be cancelling this warranty. The rating of one star gives you too much credit. 04-21-20

5 years ago

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Jonathan Mentor

An absolutely disorganized scam operation. My experience has been reported to the BBB and I will continue to warn current and prospective customers to be aware of the predatory practices and miscommunication executed by American Auto Shield. The nightmare of gaining clarity on the status of my claim, the number of curveballs and attempts to get out of their responsibility of getting a claim paid and the number of calls and lengths of holds with this vendor will leave me scarred for life! My mechanic shared their very similar nightmare of arguments, misinformation and shady paperwork maneuvers to get out from underneath my claim. The cherry on top of my holidays? Thanks to American Auto Shield I totally lost my car to a Mechanic’s Lien as they refused to pay my repair claim of almost $7k even after my mechanic repeatedly informed American Auto Shield claims adjusters that their claim denial reason was totally incorrect. Beware!

5 years ago

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Steven Boulder, CO

They refused to pay a small claim because of the legal technicality that the shop didn't call them before doing the repair. The dirt boot that keeps the seals from leaking on the steering rack was torn and fallen off - letting dirt in that would cause seal failure and a very expensive replacement of the rack and pinion - which they would have to pay. I noticed the boot was bad when changing a tire. When I read their list of covered steering parts I, naturally, read the section on "Steering" and it did not list the boot, so I assumed it was not covered. RATHER THAN IGNORE IT AND LET THE EXPENSIVE PART FAIL SO THEY WOULD HAVE TO THEN REPLACE THE WHOLE THING, I went ahead and paid to replace the boot (WHICH SAVED AM AUTO SHIELD lots of money). Picking up the car, I noticed the last section of the covered parts (which is all the way at the bottom) listed boots for items covered above (which includes the steering rack) - so the boot was in fact covered. These cheap ______ (you fill in the blank) refused to reimburse me because "the contract says you have to get approval before the repair". I have the old boot to show them. They don't care. THEY WILL FIND ANY WAY TO WRIGGLE OUT OF PAYING WHAT THEY'RE SUPPOSED TO PAY - ON A TECHNICALITY. They did this EVEN THOUGH I SAVED THEM A TON OF MONEY AT MY EXPENSE RATHER THAN JUST IGNORE IT UNTIL THE ENTIRE RACK FAILED AND THEY HAD TO REPLACE THE WHOLE THING. I acted with integrity and saved them money, and they responded with selfish screw-me-on-a-technicality. AVOID THEM LIKE THE PLAGUE!!!!!

6 years ago

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Patrick Kolarchick

American Auto Shield REQUIRES for the parts to be out on a bench before they will send an inspector out to check if the parts are in fact bad. Here are the problems this creates: The repair facility when calling for an inspector to come out are put on hold for over an hour. A busy repair shop (MIDAS) did not want to tie up a hoist or their limited room lot playing their game. That was last Thursday. Hence I called dealership, set appt. and I dropped the car off at dealer on Monday morning. It is now Wed afternoon and my dealership is still waiting for inspector to show up. The dealership was also on hold for over an hour yesterday with American Auto Shield before giving up and hanging up. They called me at 2:30 telling me they are waiting for an inspector to show up. There is no OK on car rental unless there is 4 hours of LABOR needed to repair part which cannot be determined at onset or even until day 3 or 4. Thus, I am without a rental car. My vehicle dealer said car could be tied up until Friday. The problem is an air conditioning evaporator core that could have been replaced in hours. It is a game. Be prepared to rent a car on your own wallet for a week.

7 years ago

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Reese Pleasant Grove, UT

I highly recommend American Auto Shield! The customer service is friendly and helpful. easy to work with the claims adjuster and they were fair and I got my car fixed in a timely manner.

6 years ago

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Sandra Shoytush Schenectady, NY

CarShield should have discussed the options on my policy before I chose my level of coverage. I think that the exhaust system should be covered because of its exposure to the elements.

1 year ago

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Audrey Johnson Arlington, TX

I was able to speak with Ryan who help me with an issue of coverage. I was so impressed with her, I was planning to drop coverage but decided to stay because of her.

1 year ago

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Stephen Bezner Dallas, TX

This and para 25 excluding any TSB on your car would exclude any repairs to your vehicle so buyer beware that this is a sham contract. Buyer beware, AAS uses these contract paragraphs to keep from paying normal wear and tear items, like everything!!!! Para 8 "BREAKDOWNS due to gradual loss of performance and resulting from normal operation and use (due to VEHICLE mileage and/or age) unless worn beyond manufacture tolerance, including, but not limited to: valve guides, valves, piston rings, transmission clutch pack discs and bands."

1 year ago Edited January 2, 2024

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Suz T Harrodsburg, KY

Car Shield was able to save me over $3500.00 in repairs to my Lincoln Presidential Town Car. What a blessing!! Car Shield was wonderful!!

2 years ago

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Reginald Goins Slidell, LA

I don’t like that LED lights are not covered for all the money that I spend every month for other things and my LED lights are not covered and also my sunroof is not covered also under this policy. That’s something that needs to changed also or you will be losing a lot of your customers…

2 years ago

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Tracy Tenpenny Grovetown, GA

My vehicle broke down on a Sunday and I had to get it repaired to get home for work on Monday. Pep Boys was the only place open on Sunday. I paid them just over $1,200 for the work. I submitted the claim and I was only reimbursed for $777. The company is not able to provide any details of how they reached that dollar amount. This company is a SCAM. Please do not purchase a policy from them.

2 years ago

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Jerry Rumph

They sent a tow truck within two hours after I call them about my transmission problem and they work with me to find the right shop

2 years ago

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Bernie Dearborn, MI

The new EV platform along with hybrid motors reduce/eliminate costly standard motor repair. With this in mind, CarShield should seriously consider covering the replacement of these gas-replacement batteries.

2 years ago

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Peter Webb

I'm very new to CarShield and have not experienced any repairs. But the customer service people are very friendly and knowledgeable

3 years ago

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Robert Yingst Lancaster, PA

I never had to use their services as I just needed it for a few months. When I tried to cancel I was placed on hold for about 25 minutes. Terrible customer service when you want to cancel.

3 years ago

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Bob Vasques Citrus Heights, CA

Good People open on Saturday also. Nice feeling to know i have some good people there to help when i really need someone.

4 years ago

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Luis Gilces Philadelphia, PA

I had a great experience although at the beginning I was a bit apprehensive he sells associate help me to relax and be accepting under terms and conditions of the contract.

4 years ago

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William H. Clemmons, Jr. Washington, DC

They are paying for the replacement of my Jeep Grand Vehicle transmission. And also provided a rental vehicle while my vehicle was being repaired.

4 years ago

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Terrie Morris Kansas City, KS

Well making payments is easy ! I havent had to file a claim yet but when I do I will give a star with how they took care of me. Right now I am making payments and that is very easy lol.

4 years ago

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SheWanda Blackman Killeen, TX

It speaking with a Car Shield representative it was my understanding that engine & transmission were definitely serviceable item. My car was taken in for power steering problem. However, it was later discovered that my engine needed servicing and that service claim was denied. The dealership reached out to discover that the American Auto Shield that service Car Shield system was hacked and not able to respond at the time. I’m still awaiting a call about the matter.

5 years ago

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Della R.Quinn Coleman Plainfield, IL

My dislikes, takes too long to correct and error on there behalf. When you "The customer" had to pay out of pocket for repairs that was already covered by Auto Shield. Waiting for hours on phone to get my refund process back to me. Still WAITING!!

5 years ago

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Gennadiy Mordovin Fayetteville, NY

I agree with THIS NO HONESTLY...BAD COMPANY. SOME MADE CLAIM NUMBER WITHOUT INFORMATION to you ...SUPRISE YOU HAVE....WHO AND WHY....Supervisor name KU can't explain why some made claim in waiting time and no inform COSTUMER About this... WE (me and service dealer from LAMACCHIA HONDA) CALL FOR CLAIM NUMBER 935074....from 10/09/19. THIS TIME AMERICAN AUTO SHIELD CLAIM DEPT. GIVE US this Number.... KU just coplain About he speak with me 15 minuts...I'm sorry About his time ( he can dring one more coffe)

6 years ago

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Thomas SunHawk Indiana, PA

I haven’t needed to have any service done yet but I have been very pleased with my experience so far.

2 years ago

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John King IA

Stay as far as you can from this company. Misleading sales practices. I took my vehicle for a obvious problem. A ticking noise most likely rollers on camshaft. They want to tear the engine down to find the " root cause". If they don’t find a "cause", I have to pay for labor.

2 years ago

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Joe D CA

I was told that I have a $100 deductible for all covered parts for repairs. The repair shop was told differently. Warranty company states there is no deductible that they go by a repair program and negotiate cost and labor. Totally misleading information from carshield

3 years ago

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Keith Jackson Las Vegas, NV

Great customer service and loyalty to members. Thanks for being there when you were needed the most. Keith

3 years ago

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Herbert Turner Jackson, MS

American Auto Shield made an adverse decision on the cause of damage to my vehicle that was not the case. The repair cost me $8,800 out of pocket for the repair of my car. Plan to cxl this false advertised coverage and inform others to stay away.

4 years ago

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Bruce L. Merriweather Denver, CO

For the times that i have had vehicle situations CAR SHILED has provided a phenomenal service beyond compare.

4 years ago

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Danielle Johnson Washington, DC

Representative was great at providing the information that was needed and pointing me in the right direction.

4 years ago

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PRIVATE EYE Smyrna, GA

The claims department was very hard to reach. It's been two weeks and no claim has been paid for the warranty service covered in the plan. As of today, I have hired an Attorney.

5 years ago

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Louis Johnson Marietta, GA

I thought is was very difficult to connect with company. First job I had to come out of pocket $1000. Very disappointing

5 years ago

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Karin Ida Underwood Fayetteville, NC

I had called to cancel a vechicle and add a vehicle. The representative was in my opinion rude. I could tell by the tone in her voice.

5 years ago

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Deborah Holliday Columbus, GA

I like that it is very easy to get help when you call. I'm not too fond of the mechanics having to call Car Shield. I would recommend to all.

5 years ago

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Loretta Simmons Washington, DC

Never had to use their services as of yet. Hopefully everything will be just as great as they advertise.

5 years ago

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Tara Purnell Orlando, FL

It’s a honor to be a member of card shield. The customer service is great. Always answer all the questions that I need answered. Thank you.

2 years ago

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Mike Sides Warrenville, SC

Quick, professional, and friendly with its business acumen, joy to speak to, and kind.

1 year ago

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Tom Cooper San Antonio, TX

Dealing with carshield representative was nice and knowledgeable and listens well

1 year ago

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Floyd Gipson Springfield, IL

I was able to get the help I needed with no problem and it was fast. Thank you for your help.

1 year ago

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Gail Woods New Orleans, LA

Have not used car shield yet, but was notified at 1230am that my payment would be changed to Metro instead of my bank!!!!! That's flaky business!!!! That is not what I signed up for. I do not appreciate it at all!!!!!

2 years ago

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Laverne Simms, MSP Wilmington, DE

Representative was very knowledgeable and patient. I didn’t feel rushed or pressured.

2 years ago