Will I Get Denied Body Work Repairs For My Car If I Dont Know What Happened To It

Contact Denver7 started investigating CarShield when customers and an Aurora car repair shop started reaching out to the states and the BBB to complain about delays, denials and fractional payments.

LAKEWOOD, Colo. — You lot may have seen CarShield'due south commercials, featuring celebrity endorsers, such as Water ice T, alert your car is going to suspension downward, costing you lot thousands to repair.

"That'southward why I protect my babies with CarShield," Water ice T says in one advertising. "Remember, CarShield cars go farther."

Contact Denver7 started investigating the auto warranty company when customers and an Aurora auto repair store started reaching out to usa and the BBB to complain about delays, denials and partial payments.

At first, April Grant, who lives in Aurora, bought into CarShield big time. Grant said she paid for the highest bundle bachelor to her, the "Golden Package," and that her premium was $139 per month.

"If I can discover Ice T, boy, I will find him correct now," Grant said. "They brand that commercial looks so skilful. If your car needs $5,000 worth of work, all you have to do is pay a $100 deductible."

When her car bankrupt down last December, she said "all the lights on the dashboard came on." Those big promises on the commercial were cleaved downward in the fine print.

When CarShield denied her claim, Grant was shocked. She had read her contract, and information technology covered everything from engine parts to windshield wipers, but not what she needed when her car bankrupt downwards.

Wheel speed sensors were not included in the long listing of covered parts, and there was also no coverage for brakes or ABS parts.

"They told me they didn't encompass electric," Grant said. "This entire car is electrical. I got the highest warranty, and I thought that would have been covered, as well, especially if they're covering something with a turning point and something that's small as a windshield wiper."

Grant said CarShield refused to pay for her repairs or the diagnostics.

"I think it was bull," said Grant, who pointed out that she is not alone.

The BBB website lists more than one,500 complaints against Carshield and gives the company an 'F' rating.

"The reason that they have an 'F' grade is because of advertising problems, and also because they failed to address the underlying pattern," said Chris Thetford, a spokesman with the Better Business Bureau.

Meanwhile, several other Coloradans have reached out to Contact Denver7 to tell their CarShield stories.

"We forced them," said Lorie Jackson, who said CarShield delayed paying for their truck repair for months. "And nosotros would exist on the phone for hours and hours. I was diligent or I never would have seen the money."

Vanessa Sanchez said a mechanic diagnosed her engine as blown, but CarShield wanted him to dismantle the engine first.

"At that point, the mechanic explained to me that I would be responsible for paying the labor costs if CarShield did non cover the repair," said Sanchez, who is notwithstanding hoping CarShield will pay for the repair. "I work for Denver Public Schools, so having to pay that extra money with 3 kids at home... it'southward been a struggle."

Information technology is not just customers speaking out.

At Gary's Total Service Auto Repair in Aurora, Lori Williams said she has dealt with 4 CarShield or American Car Shield claims in the last twelvemonth, and every i has involved either a delay, partial payment or deprival.

"Our motto is: 'Done fair. Done honest. Washed right,'" Williams said. "It makes us angry to run into how [customers] are being used. They don't take that kind of money."

Williams said there are two kinds of car warranty companies: "At that place's the ones that are committed to honoring the warranty, fixing the car when it's needed, and taking care of the customer. And there's the ones that are committed to keeping as much of the customers premium as they possibly can past not paying out."

Williams said in one instance, a representative for CarShield or American Auto Shield denied the claim, merely when she chosen once again, another representative approved information technology. She said the company has also insisted on "outsourced parts" or would only cover some parts.

"They don't tell y'all that they're not going to cover programming. So, they might put a part in, simply it's not going to work unless you pay to programme it," Williams said. "These people are paying $100 to $300 per month, per warranty, and then getting no coverage."

While CarShield is based in Missouri, its claim administrator, American Auto Shield (AAS), is based in Lakewood. No 1 would speak on camera, simply the Better Business organization Bureau said the company's accreditation is being reviewed in lite of the potential connection to CarShield.

American Motorcar Shield sent Contact Denver7 a vi folio statement proverb, in part, that the company paid 72,281 claims in 2022, "totaling over $81 million."

They downplayed the 'F' rating, stating: "Average BBB complaints totaling approximately 60 per calendar month. This complaint level represents less than 0.41% of the number of claims filed through AAS."

"These central indicators support the reality that AAS is providing a valuable service for consumers," the statement concludes.

The AAS statement also attempts to discredit Gary's Automobile Repair, citing labor hours "higher than industry standards" and "reluctance to accept sourced parts."

When asked nigh a claim being denied by one representative and approved by another, AAS released this statement: "Unfortunately, in a big arrangement with a staff of over 300 people on the phones, differences in communication mode or more significant misunderstandings may occasionally occur. Yet no instance of this type was identified during our review of the claims facilitated by Gary'due south Total Service Car Repair."

Williams responded to that claim: "Information technology happened. I know information technology happened. It was not a misunderstanding."

In response to claims about outsourced parts, AAS responded:

"AAS has established reputable vendors that provide quality components at reasonable rates. These parts have their own specific warranty that may extend beyond the customer'south VSC [vehicle service contract]. AAS's parts suppliers practise not provide substandard or unsuitable parts for claim repairs."

For Vanessa Sanchez'south merits, AAS acknowledged the delay, writing: "Currently, the claim for Ms. Sanchez is pending and coverage has not been determined. A coverage determination under her VSC requires conclusion of the crusade of failure to the engine. A disassembly of the engine, per the terms of the VSC, was requested...Ms. Sanchez indicated she would accept the vehicle to another repair facility that would accept sourced parts, thus significantly reducing her out of pocket expense. AAS has called and left letters for Ms. Sanchez to determine how we might further assist her with this claim, including reviewing transportation related expenses she may have incurred in role because of delays caused by us. We often cover car rental expenses beyond the contract limitations of the VSC."

Sanchez tells Denver7 she has not heard from AAS and is taking public transportation.

As far equally Apr Grant's merits, AAS wrote that "if a complaint is non listed in the contract, information technology is not covered."

AAS wrote: "Our re-review adamant Ms. Grant's claim was adjudicated correctly and according to the contract coverage she purchased."

Grant somewhen took her car back to her usual mechanic, which she said does not accept CarShield.

"They told me they don't take CarShield because they don't pay," Grant said.

That mechanic did non return a call from Contact Denver7.

After paying hundreds of dollars for her diagnostics and repairs, Grant said her motorcar is running over again. CarShield did offering to lower her premiums, only she was not impressed with that offer.

"That doesn't help me pay for these repairs," Grant said. "I think they're ripping us off. I had to go get my car. What are you going to do?"

Editor's note: Denver7 seeks out audience tips and feedback to help people in demand, resolve problems and hold the powerful accountable. If you know of a customs need our telephone call center could accost, or have a story idea for our investigative squad to pursue, please electronic mail us at contact7@thedenverchannel.com or phone call (720) 462-7777. Detect more Contact Denver7 stories here.

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Will I Get Denied Body Work Repairs For My Car If I Dont Know What Happened To It,

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