Business Profile

Auto Warranty Processing

EasyCare

Complaints

This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

159 total complaints in the last 3 years.
78 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/12/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hade a contract through my car purchase for EasyCare - The package was a ********** Gold Plan. With this plan I get reimburse for car rental and repair services. Well my transmission had to be repaired and I had to get a rental car. I submitted all the paperwork to be reimbursed for the car rental about 8 months ago and I am still waiting for my check. I spoke with a representative and they stated I would get a check in 3-4 weeks and that was 3 months ago and still not check. This company has given me the run around numerous times and this is unprofessional and unacceptable.
Business Response
Date: 06/17/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare . EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department
Initial Complaint
Date:06/11/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ESP failing to abide by contract signed. Vehicle: 2020 Chrysler Pacifica Bringing BBB to table before courts involved for breach of contract. Failure point on van indicated by techs as front lower control arms (both front and right) indicating primary failure leading to more failure points (right and left struts). Right strut covered, left strut company has yet to indicate. Standard practice when replacing a strut is both struts left and right due to inherent safety concern of unequal force applied by a new and worn strut on suspension. This unequal force creates safety risk for any participants in vehicle due to unequal stability within suspension exacerbating continued problem. This is common knowledge within mechanical realm. *** filed this as a first warning of my intent to pursue legal action with county clerk if safety concern and breach of contract is further attempted by EasyCare. The safety of my family will not be ignored by this shady business in an attempt to cut corners.
Business Response
Date: 06/12/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 06/14/2024

Complaint: 21835844

I am rejecting this response because: Business called to say standard is 1 strut against repair standards. No clarity or source was provided to back their claim.
No resolution provided, rather a condescending call seeming more they are more annoyed Id have the thought of raising this concern.
Business appears more interested in cost savings compared to the safety of occupants in a vehicle from suspension instability. Bluntly a new strut will not ever have the same uniform pressure exertion than that of an old strut with 63k miles. This inherent risk is associated with braking and turning imbalance.
Appears I will be forced to pay for repair on my own to ensure the safety of my family, as well as preventing imminent strut failure from said imbalanced pressure exertion. Begs the question, what is the point of extended service warranty when consumer has to ensure adequate repair and corners not cut?
Sincerely,

***************************
Business Response
Date: 06/17/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
An Escalation Specialist had contacted the Service Writer in charge of the customers repair order at the Chrysler Dealership in regard to the 2020 Chrysler Pacifica under contract.
EasyCare was told that the right front strut assembly was the only strut mechanically failed at this point. The Specialist specifically asked if the left front strut was mechanically failed since it had not been requested by their factory trained Chrysler technician.
We were informed that there was no failure to the left front strut that required replacement, therefore not coverable under the terms and conditions of the contract.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 06/21/2024

Complaint: 21835844

I am rejecting this response because: Apparent that EasyCare disregarded all prior correspondence of this concern. I spoke to customer agent at dealer today when picking up vehicle. Dealers agent claimed to me she had received an odd call that lasted 1 minute then they hung up on her. Further this agent attempted to get the strut and mount on left side approved through EasyCare yet was met with a denial from adjuster.
Second, the complaint is for failure to pay for left strut and mount as per standard procedure when replacing. Failure of the left strut is irrelevant, you do not replace a single strut. Let me repeat that, you do not replace only 1 strut. Standard procedure dictates that both front or both rear are replaced to ensure safe driving characteristics are maintained of vehicle. Replacement of only 1 strut in front produces the inherent safety risk that caused this reporting. Would you risk your familys safety? I surely hope not. Ask any master certified mechanic, replacement of only 1 strut is a safety risk due to unequal pressure characteristics of a used and new strut. Further, left lower control arm failure (and its replacement through EasyCare approval already) showcases left side instability and start of failure. Not that it matters at all, however easy care has already through approval of the left lower control arm admitted to this instability on left side. (They have thus far only approved right side strut and bracket)
I have had to personally pay for this left strut, bracket, and install after EasyCare chose to willfully violate our contract terms. This has cost me $1000 to rectify on my own to ensure the safety of my family. Unless rectified here, my chosen representation will be filing a civil case at the ************, IL courthouse to restore my lost balance that Ive been forced to take on through EasyCare failure to abide by signed terms of contract. Further, the representation cost associated Ive been informed will as well be pursued in court should this come to be the chosen pathway.
I look forward to the eventual resolution, whether or not that occurs now through BBB format or at the ************, IL courthouse is entirely dependent on EasyCare.

Sincerely,

***************************
Initial Complaint
Date:05/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've called and emailed easycare multiple times this week and they have yet to return my phone calls and they have not cancelled my service plan as I requested. I will be moving forward with legal action within the next 5 business days if a resolution is not reached. We will subpoena for your emails and phone recordings. Please advise
Business Response
Date: 05/31/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare
Initial Complaint
Date:05/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June 2021 I purchased a new vehicle from Rally *** that included an extended service warranty as well as a gap insurance policy. The policies were issued by APCO holdings Easycare. Seven months later, I refinanced the vehicle and went into the ********** to cancel ONLY the gap policy because gap is loan specific. I read what I signed and it was only for the gap. Here I am trying to use my warranty to repair my AC and APCO is saying the dealer requested to cancel both agreements. The ********** is no longer in business and I cant follow up with them. Ive asked APCO for proof that the ********** requested it and they say it was an online portal and cant provide any proof. They refer me back to Rally knowing theyre out of business. *** corporate cant help me because the ********** is closed down. Im going in circles. I was either frauds by the *** ********** or the warranty and no one will help me.
Business Response
Date: 05/31/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare
Initial Complaint
Date:05/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
5/11/2024, I took my 2019 Chevrolet Blazer RS to Apple Chevrolet for a check engine light PO128. It was discovered by Apple Chevrolet that the thermostat needed to be replaced. EASY CARE was pussyfooting with approving the payment for fixing the car which is covered by their extended warranty. Because of them, I couldn't get my car released from Apple Chevrolet, and I may not have a way to my job on Monday or Tuesday.
Business Response
Date: 05/13/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department
Initial Complaint
Date:05/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 6, 2024, my car was totaled not by my own fault. As my 12 year old son, six-month old daughter and I were trying to exit the interstate, a woman knocked me off onto the shoulder of the interstate into the guardrail. I am currently in physical therapy for recovery and am having my children monitored monthly by their pediatrician.When I purchased my car in June of 2018, I purchased the gap insurance through EasyCare because I wanted to be sure that I would be covered in the event an accident of this nature took place. The other parties insurance paid the value of the car, but there is still an outstanding balance of $5525.14 that is still due to Ally, my finance company. When I called EasyCare to start the process, they told me what paperwork was needed to submit. I followed directions and never heard anything back. I called on Thursday, April 25, 2024 and was told that I would not receive coverage because I had late payment history. As a human, we are going to be late to events, appointments, and even make late payments. I would have never thought that I would be penalized for making late payments on this loan. I had no idea that late payment history would have a direct impact on ability to use this coverage. I've called Ally to ask if there was anything they could provide to EasyCare that shows my account was in good standing at the time of the accident, they said no and that I would probably not have good luck with them (EasyCare's reputation is already known, which I wasn't aware of). I've have also asked EasyCare if they would be willing to negotiate or provide some sort of payment to my finance company to help and they are not willing to budge. I am in no way shape or form capable of paying for a new car ALONG with paying for the rest of this car that was not damaged by me. I am a single mom who has been trying her best to keep up with life's expenses. I, in good faith, got this coverages to protect myself, my asset, and my family.
Business Response
Date: 05/28/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare

Customer Answer
Date: 06/03/2024

Complaint: 21690831

I am rejecting this response because: there was not outline or guidance that informs customers that you have to make all payments on time to use the coverage. Due to the pandemic and other unforeseen circumstances (job loss and health issues) I had to make the payments late. At the time of the accident my account was 100% update to date/current. I was not looking into getting a new car, as this car was going to be paid off by April of 2025. I cannot afford to pay this still car payment on top of getting a new vehicle. The representative called me and offered no negation solution, just left a voicemail saying this balance needs to be paid (in summary).
I received
Sincerely,

******** *****
Business Response
Date: 06/03/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
It appears a GAP specialist had attempted contact with Ms. ****** however was unsuccessful in doing so.
We recommend that Ms. ***** contact our ************** back for proper review of her claim/contract.
Thank you,
EasyCare
Customer Answer
Date: 06/07/2024

Complaint: 21690831

I am rejecting this response because: As I noted before, the details of the policy were not outlined and there was no negotiation mentioned. I have only received one phone call from EasyCare (on 5/29) saying that they are not responsible. I have not been able to get through to them when I return their phone call. No resolution attempts have been made on their end.

Sincerely,

******** *****
Customer Answer
Date: 06/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
******** *****
Business Response
Date: 12/16/2024
Thank you for this information, we will be contacting the customer directly.
Initial Complaint
Date:05/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
EAZYCARE car warranty started contacting me about an expiring warranty. I have never contacted them because i was not happy with their service. Just about the exact same exact time they started calling me me i started getting a ton of spam phone calls (multiple an hour)
Business Response
Date: 05/16/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare

Customer Answer
Date: 05/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:05/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an EasyCare TotalCare "bumper-to-bumper" warranty on my **** F-150 truck. I took it to my local **** dealer (not where I bought the ******************************* over 2 months ago (2/24/2024) for repair and they said it needs a new engine block due to a crack causing coolant to leak into the cylinders. EasyCare declined that and said they would cover a head gasket replacement, which was done 6 weeks ago. A day after I picked it up, the same issues happened again, and the dealer again said it needs a new engine block. Easycare has denied this claim saying they can't "see" the failed part, despite the dealer doing a complete engine teardown to see the insides of the engine. The warranty language doesn't say they have to see the failure, only "the inability of the part to perform the function for which it was designed" - coolant in the cylinders clearly indicates it's not functioning as designed and the warranty must cover this repair.
Business Response
Date: 05/08/2024
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/10/2024

Complaint: 21681268

I am rejecting this response because EasyCare simply repeated their earlier statements, saying they are denying the claim due to their not being a failed part, and yet the **** dealer has identified the problem, and which is covered by the warranty. The warranty states "the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship of that covered part" - the engine is definitely not performing the function for which it was designed, and yet EasyCare continues to deny the claim.

***************************
Business Response
Date: 05/13/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
In March of 2024, EasyCare had authorized head gasket replacement on ******************** truck. It appears from the claim notes that after repair, the vehicle was consuming coolant and smoking. An independent mechanical inspector was dispatched to the repair facility after the engine was disassembled. The inspector was shown a breach in one of the recently replaced head gaskets. No other mechanical failure was demonstrated at that time.
EasyCare will need to be shown a mechanical failure coverable under the contract to proceed further otherwise it appears that this may be a material failure of the recently replaced head gasket and warranted by the repair facility.
Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/15/2024

Complaint: 21681268

I am rejecting this response because the **** dealer repair facility originally recommended the longblock engine replacement, and only because EasyCare wouldn't agree to that, then they did the head gasket replacement based on what EasyCare told the dealer they would cover - they did this repair knowing that this most likely was not the cause and wouldn't resolve the issue. When this didn't resolve the issue, the dealer again recommended the same full engine replacement, and EasyCare continues to deny the claim. There is NO evidence that the head gasket replacement is faulty. The dealer has stated that the engine replacement is the correct repair from the beginning, but EasyCare won't agree to cover that claim, despite that being covered by the warranty.
Sincerely,

***************************
Initial Complaint
Date:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a 2014 GMC Sierra ***** in 2015. It was brand new at the time. We had an extended warranty through PowerCare for the engine. In March of 2024, the oil pump went out which caused a lot of issues. We notified the company of our problems and the claim was denied. We are a licensed automobile repair facility and my husband has been a mechanic for over 50 years and has done many oil changes. They denied it because we didn't have the oil changed every 6 months or 5000 miles, whichever came first and we didn't have it done at a dealership. Why should we? We are licensed to do this ourselves. They also said we didn't write the vin on our invoices or the type of oil or oil filter used, so I resubmitted the invoices to them with the information they required. They are still denying the claim. The ***** only has ****** miles on it. How can an oil pump go out like this? It has caused a lot of damage. Synthetic oil was used also and therefore better oil for the vehicle. The maintenance was done on this ***** at the proper time. They just found a loop hole they can use so they don't have to pay for the repairs. No wonder they're still in business. It's not right. Even the dealership we get our parts from are saying this isn't right. What kind of warranty is this? This is nothing but a scam in my opinion
Business Response
Date: 04/29/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/06/2024
The newer cars or trucks have a built in oil monitoring system to let you know when the oil needs changing after so many miles...also the ************************ says you can get your oil changed wherever you want..you do not need to take it back to the dealership...this truck was maintained with oil changes..
Business Response
Date: 05/09/2024
Good morning.
Please accept this as a response to complaint ID # ********.
The specifics of ****************** contract as it pertains to maintenance are located on page, "1" under "Maintenance Requirements" as well as page "2", section "B" under "Your Responsibilities."
Page "1" speaks to the maintenance where the owner agrees to... "MAINTAIN THE COVERED VEHICLE IN ACCORDANCE WITH THE MANUFACTURERS STATED PERIODIC MAINTENANCE
RECOMMENDATIONS AND THIS LIMITED WARRANTYS GUIDELINES AND KEEP ALL RECEIPTS OF SUCH SERVICE."
Page "2", section "B" speaks to the responsibility of the the customer as it also pertains to maintenance, citing... "To keep this LIMITED WARRANTY valid, YOU must have YOUR
VEHICLE serviced as recommended by the VEHICLE manufacturer with the following exception if different from the manufacturers recommendation; engine oil and filter changed every six
(6) months or ***** miles, whichever occurs first."
The maintenance records provided to EasyCare show that ****************** vehicle has surpassed the "6 month" period on "seven" separate occasions taking into consideration EasyCare's contract allowing for a "30 day" grace ****************** "1" of the contract under "Repair Requirements" also speaks to where the vehicle can be serviced and or repaired, stating..."WE RECOMMEND THAT YOU RETURN TO THE ISSUING DEALER LISTED ABOVE FOR SERVICE AND REPAIRS. HOWEVER, SERVICE AND REPAIRS MAY BE PERFORMED BY ANY LICENSED REPAIR FACILITY."
A specimen copy of the customer contract is attached for reference.
Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/13/2024

Complaint: 21632180

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 05/14/2024

Good morning.
Please accept this as a response to complaint ID # ********.
The specifics of ****************** contract as it pertains to maintenance are located on page, "1" under "Maintenance Requirements" as well as page "2", section "B" under "Your Responsibilities."
Page "1" speaks to the maintenance where the owner agrees to... "MAINTAIN THE COVERED VEHICLE IN ACCORDANCE WITH THE MANUFACTURERS STATED PERIODIC MAINTENANCE
RECOMMENDATIONS AND THIS LIMITED WARRANTYS GUIDELINES AND KEEP ALL RECEIPTS OF SUCH SERVICE."
Page "2", section "B" speaks to the responsibility of the the customer as it also pertains to maintenance, citing... "To keep this LIMITED WARRANTY valid, YOU must have YOUR
VEHICLE serviced as recommended by the VEHICLE manufacturer with the following exception if different from the manufacturers recommendation; engine oil and filter changed every six
(6) months or ***** miles, whichever occurs first."
The maintenance records provided to EasyCare show that ****************** vehicle has surpassed the "6 month" period on "seven" separate occasions taking into consideration EasyCare's contract allowing for a "30 day" grace *************** "1" of the contract under "Repair Requirements" also speaks to where the vehicle can be serviced and or repaired, stating..."WE RECOMMEND THAT YOU RETURN TO THE ISSUING DEALER LISTED ABOVE FOR SERVICE AND REPAIRS. HOWEVER, SERVICE AND REPAIRS MAY BE PERFORMED BY ANY LICENSED REPAIR FACILITY."
A specimen copy of the customer contract is attached for reference.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 05/15/2024

Complaint: 21632180

I am rejecting this response because: We own and operate an automobile repair facility and have been in the repair business for over 50 years. The truck indicated when the oil needed changing and it was changed. When we bought this truck from Bommorito back in November of 2015, they never gave us any paper work in our contract that said when we had to change the oil. We just got the top page that said it was under warranty for the engine etc. We had a 250 dollar deductible. We didn't know anything else. And like I said. WE DIDN'T NEED TO TAKE IT BACK TO THE DEALERSHIP FOR THE OIL CHANGES BECAUSE ACCORDING TO THE **** WE COULD HAVE THE OIL CHANGED ANYWHERE!!!!!! I think there needs to be an exception made for this contract and the contract changed. It WAS NOT made clear to us that the oil needed to be changed like this especially when you use synthetic oil. My husband has been a mechanic for many years and this truck was maintained. There isn't a scratch or dent anywhere on this truck. This has been a headache for us and very unfair. What good is a warranty when the warranty company has loopholes. They just don't want to pay out. There should be some compromise in this situation because I really think we did what was needed to be done to maintain this truck. And may I remind you...there is only ****** miles on this truck? This should of never happened. We've been without this vehicle for over 2 months. This is so unfair. If your warranty company wants us to change the oil every 6 months or 7500 miles, then change the indicator light on the vehicle to read something different. You're just doing this because you know a lot of people wouldn't change the oil like this when they use synthetic oil. It's just not right and you're wrong to deny this claim. I'm not just somebody that doesn't know anything. I know about maintenance of cars. You're just trying to find the loopholes.

Sincerely,

***********************
Initial Complaint
Date:04/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To start, ****** was known for having transmission failures back in 2015 when I bought my Pathfinder. In order to maintain sales, the dealership offered a PowerTrain warranty to ensure the consumers that ****** stood by there product in case of failure. Fast forward to 2024. My check engine light came on in February. I took it to the dealership and had to pay a fee for a diagnostic, which I have no complaints about. With that, they stated the code being thrown was related to the transmission and I should pay to reprogram the transmission module/computer. I did as suggested. A few weeks later, the light was back on. I returned to the dealership for them to review the codes again and the transmission code was being thrown again. At this point, they advised I would need a new transmission. I knew I had a warranty, but didn't readily have the information available, so I took my car home. I called the dealership I purchased the vehicle from, mind you I have moved from ******** to ************, and was able to obtain the copy of the warranty from EasyCare. It is a PowerCare Nationwide Powertrain Coverage offering coverage for 1) Engine, 2) Transmission/Transfer Case, 3) Drive Axle (Front/Rear), 4) Seals and Gaskets, 5) Taxes and Fluids. Knowing now I had the information, I called the dealership. They stated unfortunately the warranty company will not work with them without having the vehicle at the location. For which I again would be charged another diagnostic fee. Ok...I can understand. They turned the claim into EasyCare with now both a transmission and catalytic coverter code. EasyCare disputed stating there were gaps in coverage. I contacted the original dealership and was able to obtain the necessary paperwork for these gaps. Now they are stating that I failed to comply because the manufacturer's recommendation for spark plug replacement was at 105k miles and I did it at 109k miles. I called ****** who said the service centers maintain whether I complied to the recommendations. I have the support of the service manager at the dealership stating I have impeccable service history, because I KNEW of transmission issues and NEVER took my vehicle anywhere else for this very reason. EasyCare is unwilling to bend stating I had to have the spark pugs replaced prior to ******* miles as there is only a ***** mile window based on the contract. HOWEVER, I followed the recommendations of the dealership and service center to maintain the recommendations per ****** corporate. And they are also trying to state that I didn't do brake fluid flushes, though this has NOTHING to do with Powertrain coverage and is just another out for them. However nothing in the contract states bumper to bumper coverage or the need to follow recommendations on ALL components of the vehicle.
Business Response
Date: 04/25/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/02/2024

Complaint: 21620113

I am rejecting this response because:
EasyCare is stating they have limited liability to the vehicle and yet I have to maintain the vehicle bumper to bumper when only the power train is covered. I have received the items in which they are rejecting my claim and the only one in which they could question would be the spark plug replacement. However, having gone to the dealership directly prior to the 105k mile service and not having been recommended to do the replacement and then having gone to the dealership after 105k at 109k and having been recommended the replacement and FOLLOWING THAT RECOMMENDATION, I did what was asked of me and maintain this repair should be approved as a covered repair.
Sincerely,

***************************
Business Response
Date: 05/06/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
****************** contract, as stated on page 1, under "Maintenance Requirements" states that "you agree to maintain the vehicle in accordance with the manufacturers stated periodic maintenance recommendations and this limited warranty's guidelines and keep all receipts of such service. See section "B."
Section "B" under your responsibilities, states... "To keep this limited warranty valid, you must have your vehicle serviced as recommended by the vehicle manufacturer...... UPON OUR REQUEST, and before YOU have any repairs begun on YOUR VEHICLE, YOU must provide proof that all recommended services have been completed per YOUR VEHICLE Owners Guide, including verifiable receipts showing date and mileage of the VEHICLE at the time of such service. Service mileage of the VEHICLE at the time of such service. Service within ***** miles and/or 30 days of the recommended service interval will not void the terms of the service requirements under this LIMITED WARRANTY.
"YOU MUST KEEP RECEIPTS WHICH VERIFY THE VEHICLE IDENTIFICATION NUMBER, WORK ORDERS AND OTHER DOCUMENTATION THAT SHOWS THE DATE, DESCRIPTION OF YOUR VEHICLE, MILEAGE AND MAINTENANCE SERVICES PERFORMED. WE MAY REQUIRE YOU TO FURNISH US WITH PROOF THAT THE SPECIFIED SERVICES HAVE BEEN PERFORMED AS REQUIRED BY THIS LIMITED WARRANTY. FAILURE TO SHOW PROOF OF SERVICE MAY RESULT IN THE DENIAL OF COVERAGE UNDER THIS LIMITED WARRANTY."
Unfortunately, ************** has failed to provide the necessary documentation that all of the recommended maintenance per the ****** owners guide had been performed.
A specimen copy of the customers contract is attached for reference.
Thank you,
EasyCare Claims Department

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