CarShield Mobile

CarShield has kept my 2018 GMC terrain on the road for 514,942 miles.

I am writing to formally file a complaint regarding the handling of my current claim and to request that CarShield provide additional rental reimbursement as a gesture of good faith due to the circumstances surrounding this repair. I have been a loyal customer for more than three years, paying approximately $120 per month, and this is my first time ever using my coverage. When I considered canceling my policy several months ago, I was encouraged to keep it because I was told I had one of your strongest, grandfathered plans. Unfortunately, my experience during my first claim has been extremely disappointing. My vehicle has been at the Infiniti dealership since July 14, 2026. I understand that my contract includes a seven-day rental benefit, and initially I accepted that limitation. However, the situation has changed because the additional rental expense is now being caused by delays and communication issues outside of my control. I specifically advised your representative that I wanted the replacement part ordered. I was later informed that the representative failed to document my request properly, resulting in additional delays that I should not be held responsible for. I even requested that the recorded phone call be reviewed because I know I clearly authorized moving forward with the repair. Yesterday, I was told the replacement part was being shipped overnight and would arrive today, so I reasonably expected to return my rental vehicle and pick up my SUV. Instead, when I called today, I was told there is no estimated arrival date, no tracking number is available, and your representatives must wait another 24 hours before they can even obtain shipment information. As a result, I am now forced to continue paying approximately $55 per day for a rental vehicle simply because I am waiting on a part that your company ordered. Those rental expenses are accumulating solely because of delays in your repair process. This situation is especially difficult because I am disabled and suffer from chronic back and neck conditions. The compact rental vehicle I have been placed in is uncomfortable and aggravates my medical conditions. My personal SUV is significantly easier for me to enter, exit, and drive safely. While I appreciate that CarShield was able to negotiate a lower amount owed to the dealership, reducing my out-of-pocket repair cost does not resolve the financial burden created by the ongoing rental charges. In addition, I continue to have concerns that the labor and parts pricing approved by CarShield remains substantially below the dealership’s actual charges, leaving me responsible for costs that I believed would be covered under my protection plan. I am respectfully requesting the following: • Extend my rental coverage until the repair is completed and my vehicle is ready for pickup, since the delay is not my fault. • Review the handling of my claim, including the representative’s failure to document my authorization to order the part. • Review the shipment process and communication regarding the replacement part. • Review the labor and parts reimbursement amounts to ensure they are fair and reasonable. • Consider additional goodwill compensation for the unnecessary stress, inconvenience, and financial hardship caused by this claim. I have remained patient and cooperative throughout this process. However, I believe it is unreasonable for me to continue paying rental expenses because of delays beyond my control. I simply ask that CarShield stand behind its customer, recognize these circumstances, and provide a fair resolution. I appreciate your prompt attention to this complaint and look forward to your response.